Urgent: Pro Account Recovery – Lost Access After Authentication Provider Changed

[MindflowAILtd]

Hi everyone,

I'm hoping someone from the Supabase team can help escalate an account recovery issue.

I've been a paying Pro customer for some time and have several production projects running on Supabase. Unfortunately, after accidentally signing in with GitHub instead of my original authentication method, I now only have access to a brand-new Free account with no projects and no organisations.

I've already opened multiple support tickets over the past several days but haven't been able to get this resolved. I suspect the tickets are being associated with the new Free account rather than my original Pro account.

I have substantial proof of ownership, including:

Recent paid invoices for my Pro subscription
Invoice number: CWEXOX-00014
Billing email associated with the account
Four project reference IDs from my invoices:
ejoxirzysqoxsqwohkkk
ohgzutbpbwgaxiruwwrd
rffvjijmnvzlcqnhphlp
wrnekyxivkecoukmipqd

These projects are critical to my business (MindFlow AI Ltd), and I urgently need to regain access.

I'm not asking for technical support with Supabase itself—I simply need this account recovery issue escalated to someone who can locate my original account using the invoice and project ownership records.

If a member of the Supabase team could advise how to get this in front of the appropriate account or billing team, I would be extremely grateful.

Thank you very much for your time and any assistance.

[GaryAustin1]

The account security team is taking many days right now we have been told. Github Discussions are not regularly monitored by staff and a few days right now it not much. Their official stance in docs on lost authenticator is they can't get you in. I've seen some cases though with Pro as their is more than email to confirm they have helped.

If you drop your multi-day old ticket number here mods have a way to do use an informal path to make sure you are in the correct queue and are marked as Pro. BUT that won't speed up the process if you are.

[serant]

I'm having a very similar issue as OP. It looks like a real issue in the GitHub OAuth flow.

I have a Pro account with multiple projects that I logged into via GitHub OAuth. I recently consolidated my work and personal GitHub accounts and retained the email addresses. Per Supabase's note on GitHub Identity, I set my new GitHub account to use the same primary email address as my old GitHub account which I used to sign into Supabase via OAuth

When I sign into Supabase with my new GitHub account via OAuth, it created a new account entirely on a free plan. The GitHub account under the "Account identities" section in the Preferences even shows that my GitHub account is using the same email as my other Supabase account.

Under "Profile Information" when I try setting "Primary Email" as my GitHub account email, I get a generic popup that says it failed to update my account info

Finally, when I try to submit a forgot password request, I get an email saying that since I logged in via GitHub my only way to log in is via GitHub.

I'm completely locked out of my account and I don't even have access to change my billing plan.

@GaryAustin1 my ticket number is SU-415572. Since I couldn't access my account I wasn't able to submit it through the ticket submission page under a Pro account. Is there any way to make sure this matter is treated as a Pro user since my locked out account has an active subscription?

Invoice No. XJMAMJ-00010

[k1ng-arthur]

I'll place this ticket in an informal queue just to make sure that it get's picked up as pro. Like Gary said above though, support is busier than normal