Pro account locked out after losing MFA device — two support tickets unanswered

[leandroloffi]

Hi Supabase team,

I'm a paying Pro customer and I've lost access to my account. After resetting my phone, I lost my authenticator (TOTP) and I don't have backup codes, so I can no longer pass the MFA prompt to sign in to the dashboard.

I've already opened two support tickets and provided identity/ownership verification details in the emails, but I haven't received a response yet:

• SU-433953 — opened July 28
• SU-437747 — opened August 3

I understand and respect the security policy around lost MFA factors. I'm not asking anyone to bypass security — I'm asking for escalation and guidance on your identity verification process so I can prove I'm the legitimate account owner and regain access (or re-enroll a new MFA factor).

As a Pro customer, could someone please:

1. Point me to the correct escalation path for MFA/account recovery, and
2. Let me know what verification steps you need from me (billing proof, etc.) — I'm happy to provide whatever is required through a private/secure channel.

The project itself is healthy and in use; this is purely an acco side. Any pointer to move these tickets forward would be greatly appreciated.

Thank you.

[GaryAustin1]

Your tickets are probably in the right place. The account group at Supabase we have been told is swamped and we have seen well over a week for requests. There is no other path than thru support.

Official documented policy is you can't get in if you lose 2fa. But we (community mods) have seen some Pro users get back in with proof other than email/projectid/keys. Support will ask you for what they need.

[leandroloffi]

Hi, just following up on this issue.

Unfortunately, I still haven't received any response from the Support team by email. My first ticket, SU-433953, was opened on July 28, and I have been waiting for an actual support response since then.

I also opened ticket SU-437747 on August 3 and followed up again by email on August 14.

At this point, I would just like to ask whether a Supabase administrator or team member here could please check which queue/status my tickets are currently in and, if possible, ask the appropriate Support team to reply to me by email.

I'm not asking for the issue to be handled through GitHub, only for someone to verify that my request is in the correct queue and help ensure that I receive a response through the official support channel.

Thank you.

[GaryAustin1]

I added to an informal queue one employee checks every once in awhile to make sure email tickets are marked Pro and to make sure in right internal queue.

[Chetana12047]

Since this is an MFA account recovery issue, I don’t think the community can directly restore access or reset your MFA factor. For security reasons, only the Supabase Support team can verify account ownership and assist with recovery.

Since you’ve already opened support tickets and provided verification details, I’d recommend continuing with those existing tickets rather than opening additional ones. If you follow up, reference both ticket IDs so the support team has the full context.

Hopefully a Supabase team member can help escalate your request, but I don’t believe there’s a community-side workaround for resetting or bypassing MFA.