Pro account recovery: no dashboard access, email tickets treated as Free (SU-496293)

[mejechka]

Hello Supabase community and team,

I need help getting an existing account-recovery request routed to the appropriate Supabase support team. I understand that account recovery and ownership verification must take place privately through official support, not in a public discussion.

Existing support tickets

• Original recovery request: SU-481267
• Follow-up request: SU-496293

Both concern the same access issue. Please link or consolidate them as appropriate so that the original correspondence and verification history are retained.

The situation

My existing Supabase organization is on the Pro plan.

I previously signed in to Supabase using GitHub OAuth. I have lost access to the Gmail address associated with that GitHub account and can no longer sign in to the affected Supabase dashboard.

I completed the verification step using the link sent with my original support request, but I have not yet received a substantive response about recovering access. I understand that completing this email verification step does not, by itself, establish ownership of the affected organization.

The latest automated acknowledgment explains that direct email submissions are treated as Free-plan tickets unless submitted through the dashboard support form.

This leaves me unable to submit a support request from the affected Pro organization, because regaining access to that organization is precisely what I need help with.

The immediate impact is that I cannot administer my production project through the dashboard. I am reporting an account-access problem, not a confirmed platform-wide outage.

What I am requesting

Could a Supabase support representative please locate the tickets above, review their association with my existing paid organization, and route the case to the appropriate account-recovery team?

Please confirm whether the verification step was recorded and explain what additional ownership checks are required.

My goal is to recover access to the original account or, if your recovery process permits it after verification, have a new verified account added as an Owner of the existing organization.

The existing projects, data, configuration, and Pro subscription must be preserved. I am not requesting deletion, migration, cancellation, or any bypass of your security procedures.

How to contact me privately

Please reply to the accessible contact email already used in the existing support correspondence. I cannot receive messages at the original Gmail address.

I can provide organization and project details, available billing evidence, and other requested ownership information privately through your official verification process. Please do not disclose or request sensitive account details in this public thread.

@GaryAustin1, I saw your guidance on a similar paid-account lockout in discussion #47839. Could you please advise whether there is an appropriate escalation path for these existing tickets?

Thank you for helping me reach the right team.

[k1ng-arthur]

How did you complete verification if you had lost access to the Gmail address

[mejechka]

How did you complete verification if you had lost access to the Gmail address

Thanks for asking — I should clarify what I meant by “verification.”

I contacted Supabase Support from a different email address that I can still access. Their automated response sent to that address included a verification link, and I completed that step.

That is the verification step I was referring to — not verification of my original Gmail account or proof of ownership of the affected Supabase organization. My original Gmail remains inaccessible, and I still cannot access the affected Supabase dashboard.

I understand that verifying the email used to contact support does not establish ownership of the original account or organization. I am asking for the official account-recovery process and guidance on what additional ownership evidence is required.

The existing support tickets are SU-481267 and SU-496293. I am ready to provide the relevant account details and available billing evidence privately through official Supabase Support.

[GaryAustin1]

I added it to the informal queue we have. All that will do is make sure you are in the correct queue internally (you likely are already). The account group though is running 2 weeks even for Pro users though last I saw someone report when they got answered.

[GaryAustin1]

You should be in the right queue now. The employee suggested you try chatGPT login in if you have an account still working with the same email as the Github.

[mejechka]

You should be in the right queue now. The employee suggested you try chatGPT login in if you have an account still working with the same email as the Github.

Thank you for escalating this and helping get my request into the correct queue.

Unfortunately, the ChatGPT workaround is not available to me. I have lost access to the original Google/Gmail account itself, and I cannot sign in to a ChatGPT account with that same email address either.

So the matching-email sign-in route does not resolve my situation. I have replied to the support email explaining this and asking for manual ownership verification and, if permitted after those checks, Owner access through a new account with an accessible email address.

The related tickets are SU-481267 and SU-496293.

Could you please pass along that clarification? I will provide any sensitive ownership or billing information privately through official support.

Thank you again for your help.