I feel your pain man, this happened to us on Wed of this week. We too host live events and thankfully none were going on at the time it has us very concerned and are working a ticket at the moment to see if there are any assurances this will not happen again.

Support was able to unlock us about 30 - 40 min after the fact but still this is unacceptable. I’m not sure if you are a new client (we are) but they said it also has to do with the fact there is no pay history etc. With their free credits they see a lot of bad actors etc etc. (I understand that but the nuclear option is ridiculous and is a great way for business to leave the platform without ever gaining the customer. Why offer the credit if you are going to lock accounts for no reason)

Just a quick note, after the unlock you will need to power everything back on. If you don’t have startup scripts configured to auto start services (node, mongo, redis etc) you will need to manually start those)

Damn, this is unacceptable. DO had a similar thing happen last year that was some really bad PR on them when it blew up on twitter. I would hope they had this figured out wth.

I feel you, there is nothing you can do because there is no phone, no chat, only a ‘ticket’ that you don’t know when they will respond.. Seeing another user going through this makes me think there is no choice but to switch hosts.. It sucks because we put in time to stand up the environment thinking we were going to stay but how can you when this happens.

Not that this helps, but what we are trying to get clarity from DO is after the fact we ask what can be done to ensure this never happens again and they basically said, we cant guarantee this will never happen again.. What… This is where they have now escalated it up because, frankly this is not an answer.

If DO wants to be the 'hobby’ non-prod hosting platform great! but don’t sell it as anything more because this is should never happen, every host we have used in the past will inform you that something looks fishy, they will try and work with you to see what is going on before just shutting stuff down.. News Flash.. servers handle load.. and if your algorithms are not understanding that, it’s time for new ones!

Again, sorry for this its totally unacceptable and DO needs to fix this

Happy to hear that!

DO, what can be done to prevent things like this in the future? We need reliability.. This is a huge issue if we can’t trust that it will not happen again, answers and clarity here is key.

more than 1hr passed, we dont have any answer…
this is really unacceptable, suspension without any notification, this is causing us a huge damage!!! All our events were ongoing, we could not even recover the backups, snapshot, nothing!!!

now i got servers unlocked!
THANK YOU D.O.!
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