URGENT: Multiple production sites with custom domains are down — lost access to original Netlify account

Admin
, ,
1

Hi Netlify Support,

I’m currently facing an urgent account access issue that is affecting multiple production websites with custom domains, which are currently down.

My original Netlify account was registered with my university email address:

alfredo.montoya@cesunbc.edu.mx

That email address has since been permanently deactivated by my university, so I no longer have access to the inbox.

I recently changed the primary email address associated with my GitHub account because of this. However, when I tried to sign in to Netlify using GitHub, a new Netlify account was created/linked instead of giving me access to my original Netlify account.

I still have full access to the same GitHub account and repositories that were originally connected to Netlify.

The critical issue is that my original Netlify account contains several existing projects with custom domains and DNS configurations. I cannot access that account to manage the projects, deployments, DNS records, or domain configurations.

At the moment:

  • My original Netlify account still exists under alfredo.montoya@cesunbc.edu.mx.
  • Netlify’s password reset successfully recognizes that email and sends the reset email there.
  • Unfortunately, I cannot receive that email because the university mailbox no longer exists.
  • I still have access to the original GitHub account and repositories.
  • GitHub authentication is now associated with the newly created Netlify account.
  • I cannot access the original Netlify account where my sites, custom domains, and DNS configurations are located.
  • Multiple production sites/custom domains are currently down as a result.

I can provide any information necessary to verify ownership, including:

  • GitHub account/repositories
  • Custom domain ownership
  • DNS/domain registrar access
  • Existing Netlify site names and URLs
  • Previous deployment information
  • Any other account or project information required for verification

Could a member of the Netlify Support team please help me recover access to the original account or update its email address to my current email?

Since this is currently affecting multiple production websites, I would greatly appreciate any assistance or escalation.

Thank you.