Locked out of Pro account

[Joatmon13]

I'm locked out of my Pro account and would appreciate a maintainer escalating this.

Symptoms

• Email + password sign-in returns "you need to verify your account," but no verification email ever arrives.
• "Forgot password" also sends nothing — no reset code, ever.
• No 2FA is set up on this account.
• I emailed support but only got a standard free-tier auto-response.

What I've ruled out

• Inbound mail works: a manual test email arrived, and I received Supabase's own advisory to this exact address 3 days ago — so you have my correct email and my inbox receives Supabase mail.
• Not a Vercel Marketplace account — I sign in with email/password (saved credentials), and there's no Supabase integration on my
  Vercel team.
• My mail forwarding shows 100% forwarded / 0 dropped, so nothing is failing on my end.

This looks like my account's email address is on your auth-email suppression/bounce list, so verification and reset emails are
silently dropped.

Could a maintainer please:
(1) check whether my account email is suppressed and clear it, and/or
(2) confirm which sign-in method my account uses? I'll share the project ref and account email privately to verify ownership — it's a paid Pro project, so I'd really appreciate a hand.

[GaryAustin1]

You will have to wait on support.
No one on Github can help with this.
When did you submit your ticket and did you get a ticket # back?
Did you get a 2nd email asking for verification?

I assume you tried another device and network to rule out some weird state issue as you clearly now about Vercel/Lovable type things.
I assume you also ruled out github as your login.

There is a path for user mods to ask an employee to make sure the ticket is not lost in free support but a few hours is not enough to bump to that. Right now these types of issues are taking awhile to resolve unfortunately.

[Joatmon13]

Thanks Gary - In fact I hadn't tried it on a separate device which proved to be the answer.
I managed to get logged in my my 'phone and add a new user and change my password.
So I'm all set now. Thanks again

[SufyExpert]

Proposed Solution: Clear Transactional Email Suppression

Root Cause:
The account is likely caught in a transactional email suppression list (e.g.,
AWS SES or SendGrid). This happens when a previous automated email bounces,
causing the provider to silently drop all future "Auth" emails
(Verification/Reset) while still allowing "Marketing/Advisory" emails to pass
through.

The Fix: A maintainer needs to manually clear the email address from the
suppression/bounce logs in the internal Auth service.

Diagnostic Summary:

• Status: Pro Tier account lockout.
• Issue: Verification loop; 0% delivery on transactional emails.
• Verified: Manual mail is working; Supabase Advisory emails were received 3
  days ago.
• Infrastructure: Native Email/Password account; no 3rd party integrations
  (Vercel/OAuth).

Requested Action:

1. Search the Auth suppression list for the account email.
2. Clear any active bounces/suppressions.
3. Confirm the sign-in provider to ensure no collisions.

Ownership Verification: I will provide the Project Ref and Account Email
immediately upon request via a private support ticket or secure channel.

category: support status: investigation-required tier: pro

[Joatmon13]

Hi Thank you for your response. I managed to solve the issue by using a different device with a current session and creat a new user profile. I am now able to access my Pro account. Many thanks Paul.

…

On Sat 27 Jun 2026, 19:18 Sufyan Ahmad, ***@***.***> wrote: Proposed Solution: Clear Transactional Email Suppression Root Cause: The account is likely caught in a transactional email suppression list (e.g., AWS SES or SendGrid). This happens when a previous automated email bounces, causing the provider to silently drop all future "Auth" emails (Verification/Reset) while still allowing "Marketing/Advisory" emails to pass through. The Fix: A maintainer needs to manually clear the email address from the suppression/bounce logs in the internal Auth service. Diagnostic Summary: - Status: Pro Tier account lockout. - Issue: Verification loop; 0% delivery on transactional emails. - Verified: Manual mail is working; Supabase Advisory emails were received 3 days ago. - Infrastructure: Native Email/Password account; no 3rd party integrations (Vercel/OAuth). Requested Action: 1. Search the Auth suppression list for the account email. 2. Clear any active bounces/suppressions. 3. Confirm the sign-in provider to ensure no collisions. Ownership Verification: I will provide the Project Ref and Account Email immediately upon request via a private support ticket or secure channel. category: support status: investigation-required tier: pro — Reply to this email directly, view it on GitHub <https://swe01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fgithub.com%2Forgs%2Fsupabase%2Fdiscussions%2F47361%3Femail_source%3Dnotifications%26email_token%3DAR7PVOHXSBG5AJHULTR5BWT5CAFWRA5CNFSNUABIM5UWIORPF5TWS5BNNB2WEL2ENFZWG5LTONUW63SDN5WW2ZLOOQXTCNZUGU3DENJYUZZGKYLTN5XKMYLVORUG64VFMV3GK3TUVRTG633UMVZF6Y3MNFRWW%23discussioncomment-17456258&data=05%7C02%7C%7Cefe826c4f5fe425d043408ded478761b%7C84df9e7fe9f640afb435aaaaaaaaaaaa%7C1%7C0%7C639181810993257313%7CUnknown%7CTWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ%3D%3D%7C0%7C%7C%7C&sdata=2t9%2BgiEEmL0hE5dUkC2M9W%2FyjxG5kQvIG8P5GQWu8Sg%3D&reserved=0>, or unsubscribe <https://swe01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fgithub.com%2Fnotifications%2Funsubscribe-auth%2FAR7PVOGFLZUBHSABT7UGVNL5CAFWRAVCNFSNUABIKJSXA33TNF2G64TZHMZDCNBVHA3TCOJTHNCGS43DOVZXG2LPNY5TCMBTGI3TENJWUF3AE&data=05%7C02%7C%7Cefe826c4f5fe425d043408ded478761b%7C84df9e7fe9f640afb435aaaaaaaaaaaa%7C1%7C0%7C639181810993284643%7CUnknown%7CTWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ%3D%3D%7C0%7C%7C%7C&sdata=1W7%2BN%2FyrzNTq%2Bf%2F7hULeEjN5SzStS4aVelLJiAmqQW8%3D&reserved=0> . Triage notifications, keep track of coding agent tasks and review pull requests on the go with GitHub Mobile for iOS <https://swe01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fgithub.com%2Fnotifications%2Fmobile%2Fios%2FAR7PVOHEG736YPFA4M6WIGT5CAFWRA5CNFSNUABIM5UWIORPF5TWS5BNNB2WEL2ENFZWG5LTONUW63SDN5WW2ZLOOQXTCNZUGU3DENJYUZZGKYLTN5XKMYLVORUG64VFMV3GK3TUVJTG633UMVZF62LPOM&data=05%7C02%7C%7Cefe826c4f5fe425d043408ded478761b%7C84df9e7fe9f640afb435aaaaaaaaaaaa%7C1%7C0%7C639181810993301547%7CUnknown%7CTWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ%3D%3D%7C0%7C%7C%7C&sdata=X25YKTZPt1PTOzM%2BnNYZm2%2B%2FM%2BXUrs%2B3MjCPxwJkk5o%3D&reserved=0> and Android <https://swe01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fgithub.com%2Fnotifications%2Fmobile%2Fandroid%2FAR7PVOGLDNRALPO2N6SRT735CAFWRA5CNFSNUABIM5UWIORPF5TWS5BNNB2WEL2ENFZWG5LTONUW63SDN5WW2ZLOOQXTCNZUGU3DENJYUZZGKYLTN5XKMYLVORUG64VFMV3GK3TUVZTG633UMVZF6YLOMRZG62LE&data=05%7C02%7C%7Cefe826c4f5fe425d043408ded478761b%7C84df9e7fe9f640afb435aaaaaaaaaaaa%7C1%7C0%7C639181810993318186%7CUnknown%7CTWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ%3D%3D%7C0%7C%7C%7C&sdata=GXs3Sh%2B5OJY3zRaJbuQ9N2V%2FP5oBrHXyls%2F9gJxFGBU%3D&reserved=0>. Download it today! You are receiving this because you authored the thread.Message ID: ***@***.***>