“Primary account suspended and cannot access support”

Support
1

Hi,

My primary Netlify account was suspended unexpectedly.

The problem is that I also cannot access support because login to the suspended account is blocked.

I have active projects deployed and need assistance restoring access or contacting support directly.

Can a staff member please help?

Thank you.

2

Hey @kranot.nadlan, thanks for getting in touch, and sincere apologies for the hassle and delay here. It looks like your account has been reinstated, but please don’t hesitate to reach out if there is anything else we can help with.

3

Same thing happen to my account today, and i’m not sure why it happened. @marcus.little could you help me as well. My account is sso with github account name: raydawg88

Thanks in advance.
Ray

4

Update:

I removed Netlify’s access from GitHub completely so I could reconnect cleanly after the suspension/reinstatement issue is resolved.

I also tried logging in from an incognito/private browser window.

I still get the same error: “this email is already in use.”

So this does not appear to be a browser/session issue or a GitHub App permission issue. It appears to be a Netlify user identity conflict between my reinstated original account and the temporary support account I created while the original account was suspended.

Please resolve the duplicate user/email/GitHub identity collision on Netlify’s side.

Important:

  • Please preserve the reinstated original account/team/sites/deploys/billing history.
  • Please delete or merge the temporary support-created account if needed.
  • Please release my GitHub SSO identity so it can attach to the correct original account.

GitHub username: raydawg88
Original account email: ray.hernandez@gmail.com
Temporary support account email now: ray@vinli…
Temporary/support username still showing: raydawg88
Current error: “this email is already in use”

5

Hey @rayhernandez88, thanks for flagging this! One point of clarification so we can best assist you: it sounds like you’re getting that error when attempting to log in under the original ray.hernandez@gmail.com email address? But you can log in under the temporary ray@vinli…, which, like the original address, is linked to the raydawg88 GH username. Is that accurate?