Production project inaccessible since Friday, no support reply

[marcoecom991]

Project ref: qkgiqnsufgqtdmsidmsq
Plan: Pro · Region: eu-central-1 · Environment: production

On Friday 2026-09-04 our project was suspended over an unpaid invoice. We paid it
within minutes. The restore has failed ever since:

Something went wrong while restoring your project. Your project's data is
intact, but your project is inaccessible due to a restoration failure.

A support ticket was opened the same afternoon. It is now Monday 2026-09-07 and
there has been no reply at all — no acknowledgement, no ticket number, no ETA.

This is not a side project. Other companies pay us to use our platform and run
their daily operations on it. They have been unable to work since Friday, and
every day we have to tell them we don't know when it is coming back, because we
genuinely don't.

There is also no way to help ourselves out of it. The "Download backup" button is
blocked because the project is not active, and making the project active is
exactly what we are unable to do.

We would much rather have bad news than no news. If the restore can be unstuck,
we would be grateful. If it can't, we need to hear that too, so we can rebuild
elsewhere and stop waiting.

If anyone has been through the same failure: is there any way at all to get the
backup out while the project is inactive, or is manual staff intervention the
only path?

[k1ng-arthur]

I appreciate the frustration and i think silentworks has already spoken to you on our discord and mentioned that weekends can be quieter but hopefully support can get to you soon.