Enterprise Cloud organization flagged since 2026-09-15 — two tickets unanswered, appeal form resolves to npm. What is the correct route to Trust & Safety?

[steve-dracker]

🏷️ Discussion Type

Bug

Body

Our organization (GitHub Enterprise Cloud, Standard support) was flagged on 2026-09-15 with no notification and no stated reason. Since then, for every member of the organization:

• GitHub Actions cannot queue workflow runs
• Pull requests are inaccessible via web and CLI
• Codespaces fails at SSO organization-wide

All repositories are private. We are a healthcare software company. No policy concern has ever been raised with us, and our billing is current.

What we have tried:

• 2026-09-15 — support ticket filed through the Codespaces form. Routed to Developer Support, auto-downgraded from High to Normal, and archived without any human reply.
• 2026-09-17 — second ticket filed through Enterprise Support as an Account issue, category "organization-wide lockout", priority High. Five days open, three comments from us, zero responses. Also downgraded to Normal.
• Appeal path — the Appeal and Reinstatement policy directs users to support.github.com/contact/reinstatement. Under both our enterprise account and a personal account selection, the only option offered under "What do you need reinstated?" is "npm account, organization, or package", which resolves to an npm reinstatement form. We cannot find any GitHub-side intake for an organization flag.
• Enterprise sales — engaged 2026-09-17, no call scheduled.

Eight days, no contact from a GitHub employee on any channel.

I understand Community cannot act on flags, and I am not asking anyone here to. My questions are about process:

1. For an Enterprise Cloud customer, what is the correct route to Trust & Safety when the published reinstatement form resolves only to npm and a correctly-filed High ticket goes unread? Is there a form, category, or account selection we have missed?

2. GitHub's documentation states that ticket priority may be lowered after the primary cause of an issue is determined and mitigated. No cause has been communicated to us and no mitigation has occurred. Is there a way to understand the basis for a downgrade?

Not looking for speculation about what triggered the flag — we have already audited our own automation. Looking for the route to a reviewer.

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[steve-dracker]

Update, 2026-09-28: the organization remains flagged since 2026-09-15 and the state described above is unchanged.

The automated reply above treats this as product feedback. It is not. This is an enforcement action on an Enterprise Cloud organization, and it needs a person.

Current support status:

• Ticket 4761276 (filed 2026-09-15): archived without a human reply.
• Ticket 4767263 (filed 2026-09-17, Account issue): open, no human response to date.

One ask of any GitHub staff member who sees this: route ticket 4767263 to Trust & Safety, or tell us the correct channel for an organization flag review. We will provide whatever the reviewer needs.