Hi Netlify Community Team,
I am posting here as a final resort to get a business-stopping database issue looked at by a team member. My live production site has been completely dark for over two weeks, and our open help ticket has stopped receiving updates.
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Case Details:
* **Help Ticket Case ID:** 1043315
* **Primary Custom Domain:** vaartaenglish.in
* **Account Owner Email:** hello.vaarta@gmail.com
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The Technical Bug:
Our account was flagged by the automated system, but the Fraud & Abuse team reviewed our case and explicitly informed us via email that our account was “activated and resolved.”
However, we are stuck in a hard system desync regression loop. While the billing and dashboard tier might be active, the **suspension flag was never cleared out of your backend identity provider tier (Auth0/GoTrue backend)**.
When attempting to log in via an Incognito window after clearing all browser caches, the login screen immediately throws this hard block:
“Authentication Error: Authenticating failed due to the following error: Your account has been suspended. Please contact support for assistance.”
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Commercial Impact:
We are an active EdTech platform with active digital marketing campaigns running and live payment collection gateways configured. Because our email identity is completely locked out on your database auth level and we deploy via manual drag-and-drop folder syncs, we have zero backdoor access to our files or routing configurations. We are losing business revenue every hour this thread sits frozen.
Can an on-duty community manager please pull up **Case 1043315** and ask an infrastructure engineer to manually wipe the cached suspension flag for our email?
Thank you for your help.