Session pooler returns “Tenant or user not found” using exact Dashboard connection details

[KimShope]

Hi Supabase team/community,

I’m trying to connect to the Session pooler for an existing Supabase project and consistently receive:

FATAL: Tenant or user not found

Project ref:
vbqztkckkarofjgqucqi

I have re-opened and refreshed the Supabase Dashboard → Connect → Direct connection → Session pooler screen and confirmed the Dashboard currently provides:

Host: aws-0-us-west-2.pooler.supabase.com
Port: 5432
Database: postgres
User: postgres.vbqztkckkarofjgqucqi

These are the exact values being used.

The project/database itself appears healthy and is in active use by the application. The problem is specifically establishing the Session pooler connection.

We previously checked Supavisor/pooler logs around the failed connection attempts and did not see corresponding connection events.

I have not reset the database password, recreated the project, or changed the Dashboard-provided hostname.

I’m trying to determine whether this project’s tenant/routing information is missing or stale in Supavisor, or whether there is another project-side configuration I should verify.

Supabase support ticket:
SU-444521

Could someone advise:

Whether the project ref is correctly registered/routable in the Session pooler;
Whether aws-0-us-west-2.pooler.supabase.com is currently the correct pooler host for this project;
Whether there is a safe way to refresh/re-provision the project’s Supavisor routing without recreating the database/project;
Any additional logs or diagnostics I can provide.

I can provide timestamps for fresh failed connection attempts if useful.

Thanks.

[k1ng-arthur]

I spun up a project in your region and did a quick connection test and it seems to have worked so i don't think it is a region wide issue. I have seen some reports on discord that point to issues with the project itself i.e stuck, paused or inaccessible in anyway from the dashboard. What are you using to connect, i only tested on https://piehost.com/tools/postgres-tester

[KimShope]

Thanks — that’s helpful, especially that a fresh project in the same region connects normally.

I’m testing from macOS using the Supabase CLI/Postgres connection path locally, not a browser-based Postgres tester. The CLI version I’ve been using is Supabase CLI 2.113.0.

For the Session pooler I’m using the exact values currently shown by Dashboard → Connect:

Host: aws-0-us-west-2.pooler.supabase.com
Port: 5432
Database: postgres
User: postgres.vbqztkckkarofjgqucqi

The connection fails before any SQL runs with:

FATAL: (ENOTFOUND) tenant/user postgres.vbqztkckkarofjgqucqi not found

I also repeated a separate read-only connectivity check using the same parameters and got the identical error.

The direct database endpoint is IPv6 and isn’t reachable from my current network, which is why I’m trying the Dashboard-provided Session pooler.

The project itself appears healthy and the application is actively using it. Database Observability shows normal activity, but Supavisor logs showed zero corresponding events around the failed Session-pooler attempts.

If useful, I can generate a fresh failed attempt and provide the exact timestamp.

Since you’ve seen reports of project-specific stuck/routing issues: is there a safe Dashboard-side status or diagnostic I can check to determine whether this project’s Supavisor tenant/routing registration is stale, without resetting the database password or recreating the project?

[k1ng-arthur]

nothing that comes to mind, you could try a database or project restart from https://supabase.com/dashboard/project/_/settings/general, not sure if that will clear this issue though.