[Urgent] Database frozen and site down after failed database backup

[Math06100]

Issue Description

While performing a database backup, the database crashed and is now completely unresponsive. As a result, our production site is currently down and inaccessible.

Details

• Project Ref / ID: : krckqaxkxriokntvgwcr
• Plan: `Pro
• Timestamp of Incident: `10h30 Paris

Symptoms

• Database status appears frozen/unresponsive.

Actions Taken So Far

• Attempted to reconnect/refresh project dashboard.

Any immediate assistance or advice on how to safely unfreeze or restore the instance would be greatly appreciated.

Thank you!

[GaryAustin1]

Can you get to project restart in general settings?
Official support is only thru filing a support ticket. No one from Github can see or touch your project.

[bytesbydev]

Sorry you're dealing with a production outage. Since the database became unresponsive during a backup, I'd recommend contacting Supabase Support immediately, especially because this is a Pro project.

A few things worth checking:

• Check the Supabase Status page for any ongoing incidents: https://status.supabase.com/
• Check the project dashboard for database health, resource usage, and available logs, if accessible.
• Avoid repeatedly restarting the instance or initiating additional backups until Supabase Support advises you, as the underlying cause is still unknown.
• Ask Support to investigate the database instance and confirm the safest recovery path, including the state of recent backups and available restore points.

Could you also clarify the exact incident time and timezone? “10h30 Paris” likely means 10:30 AM Paris time, but confirming the date and timezone would help with log correlation.

Given that production is down, I'd prioritize restoring service safely over attempting database changes without knowing the failure mode.