GitHub account suspended — Support ticket #4615035 unanswered for 3 weeks

[hishironeko]

🏷️ Discussion Type

Question

💬 Feature/Topic Area

Other

Body

Hi GitHub Community,

I’m looking for advice regarding an account access issue. My original GitHub account is @lxyneko, which I created in early 2024 and have used normally for development, repositories, GitHub Copilot, GitHub Actions, etc.

I previously received GitHub Education emails asking me to reverify my academic affiliation. After that, I lost access to the account. Password login no longer works, and when I try to authenticate with my passkey, GitHub says that the account is suspended. Visiting my profile also redirects to the login page.

I submitted a request to GitHub Support on July 30, 2026, and received confirmation for ticket #4615035. I also provided additional information and supporting documents, including official enrollment verification and proof of my university email.

However, as of August 21, 2026, I still haven’t received a response from Support.

I understand that Community members cannot directly restore or escalate accounts. I am not asking anyone to access my account or bypass the suspension. I would just like to know whether there is an official next step I should take when an account reinstatement/support request has remained unanswered for this long.

I am currently using this new account only because I cannot access my original account and wanted to ask for guidance here.

Any advice regarding the correct official process would be appreciated. Thank you.

[antoniovasssss]

@hishironeko

Key Actionable Steps for Handling Delayed Support Tickets

1. Reply Directly to the Existing Ticket Email

• Rather than creating new tickets or opening duplicate inquiries (which resets queue placement or triggers automated spam filters), reply directly to the ticket confirmation email received on July 30, 2026.
• Politely request an update, explicitly noting that the ticket has been pending for three weeks without resolution.

2. Avoid Creating Secondary Accounts for Support Escalation

• Creating and using a secondary account (@hishironeko) to ask for support or post in public community forums can be flagged by automated security systems as a violation of GitHub's Terms of Service regarding suspended accounts.
• GitHub Support staff rarely process individual account reinstatement requests via public Community discussions due to privacy and security protocols.

3. Understand Support Queue Processing Times

• Account reinstatement, identity verification, and Education reverification appeals undergo manual reviews by GitHub’s Trust & Safety team, which can routinely take several weeks depending on ticket volume.
• Ensure all supporting evidence (official enrollment verification, matching student ID, and verified university email logs) remains attached to the original ticket thread so agents have all context ready upon review.