Project Stuck / Restoration Failure -- Production Down 72+hrs -- Ticket SU-481161

[silasj1022]

Ticket SU-481161. Our production project has been stuck in a restoration failure for 3+ days now: the dashboard shows "Something went wrong while restoring your project. Your project's data is intact, but your project is inaccessible due to a restoration failure."

Support (Tim Lim) replied about 24 hours after the initial ticket confirming it needed to be escalated to the internal team for review and fixing, with an update "as soon as they can" -- but there has been no further update since, now roughly 48+ hours later.

One detail that may help diagnose this: the project's own "Restore to a new project" feature is blocked, showing "Restore to new project is not available while project is offline. Your project needs to be online to restore your database to a new project." So the self-service restore path appears to require the project to already be healthy, which is exactly what's broken -- we can't work around this from the dashboard.

This is a production database for a live platform with real users depending on it. Would really appreciate help getting eyes on ticket SU-481161, or guidance on whether a restore can be manually triggered on Supabase's side while the project shows as offline.

Thank you.

[GaryAustin1]

You will need to wait on the infra team.

[felipe-teo]

The catch-22 you hit (self-service restore needs the project online, but it's offline) is a known dead-end — the only path from here is the infra team on SU-481161, so keep that ticket as your lever. One thing that sometimes unblocks it faster: since your data is intact, ask support explicitly whether they can trigger a restore into a NEW project from your last automated backup server-side (they can do this even when the source is offline, which the self-service flow can't). If they get you even read access or a fresh restore target, I can help you stand up a clean, fully-owned project from it fast so you're never in this corner again. How long has SU-481161 been silent now?