You cannot, on a free account support is only administered by this forum.
That said, in my own experience support wasn’t faster via the “Pro” & “Business” plans, as everything below an Enterprise account is considered “self-serve”.
Direct quotes from their sales team:
“Pro” and “Business” are both self-serve tier plans the support offering there is the same.
Currently the support offering is email support with no guaranteed response time.
Our self-serve tier is for prototyping, hobbyist or smaller projects and therefore we don’t expect projects with urgent needs or requirements that go beyond self-serve on our self-serve tier. Our enterprise plans are suited for for projects that require more timely responses and more specific attention.
I can’t advise what the current response times are, but historically we encountered 72+ hour response times via email, with the forum being closer to 24-48 hours.
I anticipate someone at Netlify will spot this in the next few hours though, the question will be do they have to wait until their office hours tomorrow morning to be able to action anything.
I only use github for login in and as soon as I logged in to see my staging branch deploy the account lost authorization. Later did a sign up using the same email address and the account was flagged for “fraudulent behavior”.
Were you trying to login via a git provider or via email directly with Netlify?
I may be misunderstanding this, but if the security measure for multiple failed password attempts “locks an account” (taking the sites down), it sounds like a great vector for attacking peoples sites on Netlify, all you would need to know is what email address they had their account under.
It appears they are testing on prod with anomaly detection ML algorithm , they might have released buggy code. Given the vast number of possible scenarios, it is unrealistic to expect the detection of all frauds to occur within a single day.
The safety and security of our platform is of paramount importance to Netlify, and our fraud and abuse mechanisms play a critical role in ensuring a safe and secure environment for all our customers.
The tuning of our fraud and abuse mechanisms can sometimes result in false positives and inconvenience for our users. Please know that we are actively working to address these issues and make necessary improvements to ensure a smoother and more accurate experience for all our customers.
As part of our commitment to resolving this matter promptly, we are currently processing support cases for those who wish to have their accounts reviewed. Rest assured that our team is dedicated to thoroughly reviewing each case, and we aim to have all relevant matters resolved within the next 24 hours.
If you are experiencing any login issues or encounter any difficulties with your account during this process, we encourage you to reach out to our support team if you haven’t already.
How do we file a support case? When I used email they sent me automated messages with no resolution.
Thank you!
I am currently locked out of my account due to “suspected increased risk of fraudulent acts”
My email: C3imaging@outlook.com
Is false positive cases happen daily basis , because its hard to trust unreliable services and as business we are responsible for our customers ? Why there is no information has been sent before suspending account , does company has any proper terms of handling such cases ?
