Account locked for 2+ weeks over a failed (never-charged) Copilot payment — support ticket #4560011 unanswered

[Friskes]

🏷️ Discussion Type

Question

💬 Feature/Topic Area

Copilot in GitHub

Body

What happened

My personal account (@Friskes) is locked due to a billing issue. Every GitHub Actions job in all of my repositories — including public ones — fails immediately with:

The job was not started because your account is locked due to a billing issue.

The outstanding balance comes from a Copilot Pro+ charge that never succeeded — my payment method could not process it, so no money was ever taken. I was not using Copilot; the subscription is already cancelled and the payment method removed.

What I have already done

• Cancelled the Copilot subscription (Settings → Billing & licensing).
• Removed the payment method.
• Opened support ticket #4560011 (Billing and payments) — 2 weeks ago. It is still in Open status with no reply, including after a bump comment.
• Re-checked today: Actions jobs still fail with the same lock message.

The problem

I cannot use the documented self-service unlock path (retry the payment), because paying is not possible with my payment methods — and there is nothing to refund, since the charge never went through. The docs say charge-void requests can only be handled by Support, but the ticket has been sitting unanswered for two weeks while CI is blocked for all my repositories.

What I am asking

Could someone from GitHub staff take a look at ticket #4560011? All I need is the never-succeeded charge voided and the account unlocked.

Thank you!

[Beno-Goulart]

Hi,

I'm sorry you're dealing with this. Having your account locked for this long, especially when it affects GitHub Actions across all of your repositories, is understandably frustrating.

Unfortunately, account locks related to billing can only be resolved by GitHub Support, and the community doesn't have the ability to review tickets or escalate them internally.

Since you've already:

• Cancelled the Copilot subscription.
• Removed your payment method.
• Opened a Billing & Payments support ticket and followed up on it.

...there isn't any additional self-service action available if the account remains locked and you can't retry the payment.

Hopefully, a GitHub staff member sees this discussion and can check the status of ticket #4560011 or advise on the next steps.

I hope your account is unlocked soon so you can get your workflows running again.

[Friskes]

Thank you for the confirmation — good to know I haven't missed any self-service option.

Leaving this open in case a staff member can take a look at ticket #4560011. I'll post an update here once the ticket gets a response, in case anyone else runs into the same situation.

[Beno-Goulart]

You're welcome!

Thanks for confirming. Unfortunately, it does sound like you've already exhausted the available self-service options, so the next step really is waiting for GitHub Support.

I appreciate you keeping the discussion updated. Hopefully, your experience will help others who run into the same issue in the future.

If my answer helped you, please consider marking it as the accepted answer for this discussion. It helps others with the same issue find the solution more easily. Thank you!

[Friskes]

I appreciate the help! I'll hold off on marking an accepted answer until the account is actually unlocked — the discussion is still awaiting staff attention on ticket #4560011, and marking it as resolved now could make it look like no action is needed. Once the issue is resolved, I'll mark the answer and post the outcome for future readers.