Free plan project stuck in COMING_UP since ~Oct 23 after pause/restore (ticket SU-523565)

[lysemiranda]

Hi everyone,

My Free plan project (ref: ryawvbreaxqwlgqndvyf, sa-east-1) was automatically paused on Oct 15, 2026. I tried to restore it around Oct 23 and it has been stuck in COMING_UP ever since. The API still returns COMING_UP and the database does not accept connections. A restore call returns "project is no longer in a paused state".

I opened ticket SU-523565 on Oct 24; it was escalated to the infrastructure team on Oct 25 and I followed up on Oct 26, with no reply yet.

Has anyone seen this and found a way out, or can someone from the team look at it? My main goal is to get the data back (or a backup file to download). I have not changed or deleted anything.

Thank you!

[GaryAustin1]

I can add your ticket to an informal queue we have with SB in Discord for "lost tickets" BUT the fact you are already escalated to infra means it may just be taking that long. Otherwise there is no escalation externally to the support ticket system.

[lysemiranda]

Yes, please add ticket SU-523565 to the “lost tickets” queue. Project ref: ryawvbreaxqwlgqndvyf (free plan, sa-east-1). It has been stuck in COMING_UP since about Oct 23 after a pause/restore, and it was escalated to infrastructure on Oct 25. Thank you.