Urgent: Account Locked Out of Admin Settings / Licenses Missing Post-SAML Migration

[AnatolyA]

Priority: Critical / Emergency

Account Type: Enterprise / Business Account Owner

Issue Summary:

We are experiencing a critical production issue following a SAML SSO migration from Okta to CyberArk. After updating our SAML configuration (Identity Provider Entity ID, SSO URL, and Public Certificate), our account state is broken, and critical business functionality is entirely unavailable.

Key Impact & Symptoms:

• Loss of Account Access/Entitlements: Whether logging in via SSO or standard Username/Password, accounts authenticate successfully, but all purchased products, subscriptions, and active licenses have disappeared.
• Locked Out of Admin Settings: I am unable to access the SSO Configuration panel to revert the SAML metadata changes back to the previous working state or correct the setup.
• Unable to Submit Standard Ticket: As a business customer, the platform currently restricts me to forum support only, which is insufficient for this level of service interruption.

Requested Action:

Please escalate this immediately to tier-2/3 technical support or engineering to:

1. Manually revert or reset our SAML/SSO configuration from the backend so password-based admin controls and full product entitlements are restored.
2. Grant access to the SAML settings panel so we can correctly re-configure our CyberArk integration.

Thank you for your prompt assistance.

 

[AnatolyA]

URGENT BUMP: Production Down / Blocked Account Access - Requesting Immediate Escalation

Following up on this critical thread as we have not yet received a response and our production environment remains severely impacted.

To recap, a SAML migration from Okta to CyberArk has locked us out of our SSO Admin settings, and all active product licenses/entitlements are missing for both SSO and password logins.

Because we cannot access standard support ticketing, this forum thread is our only escalation path.

Could a moderator or staff member please escalate this immediately to Tier 2/3 Technical Support to manually reset our SAML configuration backend settings?

Thank you,