Unable to access my Fly.io account after auth migration

[EspressoGuardian]

Hi Fly team & community,

I’m currently locked out of my Fly.io account after an identity-provider migration issue, and I cannot reach any working support channel — even though I am (to the best of my knowledge) on the Scale plan, which should include email support.

Here’s what happened:

• I previously authenticated through Identity Provider A.

• I migrated to Identity Provider B.

• Provider A deleted the credential after transfer, but Provider B never received/attached the identity.

• Result: neither provider now holds my auth record, and I cannot sign into the Fly.io dashboard at all.

What I’ve already tried:

1. support@fly.io — received an automated response stating it is an unmonitored mailbox, directing me to the community or to use my org-specific support address.

2. billing@fly.io — emailed there as well, but so far no response.

3. @support.fly.io — attempted the org-specific format suggested in Fly’s documentation, but ProtonMail returned it as undeliverable.

4. Attempted to post in the community using my main account, but I cannot log in due to the auth issue.

5. I’m posting now from a temporary new account because this is the only available way to contact someone.

Because I cannot access my dashboard, I also cannot view or confirm my plan details, nor access the correct support address that Scale customers are supposed to use.
If needed, I can provide invoice records to verify the plan.

Can someone from the fly team please help me out?

Cheers

[mayailurus]

@EspressoGuardian

billing@fly.io — emailed there as well, but so far no response.

This would be the best one in this situation. Everyone else will basically redirect you there. How long ago did you try?

(There can be a bit of a queue at the beginning of the month, when everyone is suddenly asking about their new bill, etc.)

[EspressoGuardian]

@EspressoGuardian

Hi Fly team & community,

I’m currently locked out of my Fly.io account after an identity-provider migration issue, and I cannot reach any working support channel — even though I am (to the best of my knowledge) on the Scale plan, which should include email support.

Here’s what happened:

• I previously authenticated through Identity Provider A.
• I migrated to Identity Provider B.
• Provider A deleted the credential after transfer, but Provider B never received/attached the identity.
• Result: neither provider now holds my auth record, and I cannot sign into the Fly.io dashboard at all.

What I’ve already tried:

1. support@fly.io — received an automated response stating it is an unmonitored mailbox, directing me to the community or to use my org-specific support address.
2. billing@fly.io — emailed there as well, but so far no response.
3. @support.fly.iosupport.fly.iosupport.fly.iosupport.fly.iosupport.fly.iosupport.fly.iosupport.fly.iosupport.fly.io — attempted the org-specific format suggested in Fly’s documentation, but ProtonMail returned it as undeliverable.
4. Attempted to post in the community using my main account, but I cannot log in due to the auth issue.
5. I’m posting now from a temporary new account because this is the only available way to contact someone.

Because I cannot access my dashboard, I also cannot view or confirm my plan details, nor access the correct support address that Scale customers are supposed to use.
If needed, I can provide invoice records to verify the plan.

Can someone from the fly team please help me out?

Cheers

Thanks @mayailurus
Billing team was able to help solve issue.
And we got it solved over a few days from the date I posted however there were a number of steps to proceed with. It was solved (late last night/ early this morning).
For others thinking of changing auth providers - check out the recovery codes first from your fly.io dashboard, back up your codes. Google auth from what i understand only does the codes in batches and then doesn’t save them when transferring. Maybe even consider messaging fly.io billing team beforehand to let them know your plan, and for extra safety steps or tips just in case you also get locked out.