Organization disabled

Questions / Help
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1

My app was unexpectedly suspended and in payments says:

Your organization has been administratively disabled. If you believe this has been done in error, please contact support.

I think there was some error with payments, because it says i have 3 unpaid months (but I had my working card connected to payments). If I pay for them, will my org be enabled automatically, or should I contact support anyways?

5

Me to.
Your organization has been administratively disabled. If you believe this has been done in error, please contact support.

I already paid all outstanding invoices. The org did not automatically be enabled. So I think you still need to contact support. Not sure how long they will reply.
Still confusing why you need to ‘pay’ additional to contact support from the sidebar. We have paid for the services.

6

For account matters, you can email billing@fly.io, which doesn’t require additional payment:

https://fly.io/docs/about/support/#billing-and-account-support

In the past, people have reported a few days, although usually less. Fly.io may be a little shorthanded lately, particularly in European time zones and on the weekends. They’re currently advertizing to hire 4(!) new support staff…

https://fly.io/jobs/support-engineer/

7

The App / Website for my client is down and I can’t do anything about it, and have to wait a few days? Is there no chat or live support?

Do you suggest, I just create a new account and switch everything to the new account?

Thanks

8

There is chat support only on the most expensive plan (quoted at “$2500+/month”), if I’m reading the table correctly.

If I had a paying client myself, then I would definitely purchase at least the minimal support (~$30/month), which gets you initial responses within ~3 hours usually, last I heard.

You have emailed billing@fly.io already, right? The “few days” that I mentioned is the worst I’ve heard in the forum, not the typical…

9

Thanks again for the reply.

I actually tried purchasing the support plan. but it says:

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You need to convert to pay as you go plan.

But I can’t convert because my account is suspended :frowning:

10

The “need to convert” part seems to typically get fixed pretty quickly, at least during Chicago business hours. For example…

https://community.fly.io/t/cant-upgrade-to-standard-support-until-next-month/24106

(There are many more like this, in the forum archives.)

11

You can email billing@fly.io for account/billing inquiries for free, no support plan required.