Two Unexplained Account Suspensions, Missing Tickets, Downgraded Support Plan, and Zero Accountability — DigitalOcean, We Need to Talk.

I have been using DigitalOcean since approximately November 2025 up until today. In the beginning, everything ran smoothly. From development and testing to onboarding and training purposes, I relied on the services provided by DigitalOcean across the board.

But now, everything has suddenly turned very bad, and it appears to be getting worse over time, while your team is not giving this matter the full attention it deserves.

First, on April 8, 2026, my account was automatically restricted and all of my services were shut down for approximately 24 hours. From the support portal, I found a ticket with ID #11989285 that was automatically created with the subject “Verify Your Account” and the following body:

We’re excited to have you as a customer of DigitalOcean and we would like to verify your account.

Because your recent account activity is atypical, we’d like to better understand your product needs. To help us in restoring access to the account, please respond to this email message with a description of the workload you’ve deployed on your Droplets and how you plan to use your account going forward.

If we have not heard from you within 10 days of this message, your account may be terminated and your data will be permanently deleted should we do so.

We appreciate your understanding and look forward to better understanding how DigitalOcean can support your needs!

Regards, DigitalOcean Security

I responded to that ticket in less than 30 minutes. After a few hours, the ticket was closed automatically, but without restoring my account. I still could not access or turn on any of my services. I tried reopening the ticket over and over, but it kept getting closed again and again. I literally tried to contact an agent through live chat, but every session ended without a single answer.

Then, on ticket #11885255, which had already been open since March 25, 2026 and was still unresolved, I informed the agent about the issue. They told me it was related to billing, that I had a bill to pay. From what I could see, that bill was not due until April 14, 2026, yet my account had already been locked before that date. After more than 24 hours, the agent finally unlocked my account and I was able to turn all my services back on. At the same time, I had also already paid the bill.

Now, since ticket #11989285 kept getting closed, I created another ticket to formally complain about the situation. But that ticket also kept getting closed over and over. Even worse, ticket #11989285 is now completely missing from my support portal dashboard. It is literally gone.

Also worth mentioning, when I was complaining about the services, I was on a Standard Support plan, which to my understanding entitles me to a response within 2 hours. Yet I never received any response at all on ticket #11989285. I suspect it was nothing more than an automated ticket with no human ever reading it. On the other complaint tickets I opened about this case, I also received nothing, and those tickets are now missing from my portal as well.

Even worse, my support plan, which should have been on Standard Plan until October 2026, has been changed to Starter. I received an email on April 9, 2026 saying “Your team’s plan is scheduled to change to Starter Support in 30 days,” but as of today, my plan is already on Starter support.

Now, on April 11, 2026, my account has been locked again and all my services have been shut down for the second time. This time for what reason? I received the exact same automated ticket under #12004347 with the subject “Verify Your Account,” which I have already responded to as quickly as I possibly could.

Now, let us align on this. I had already responded to that automated ticket before, and you closed it. Do you even read the responses before closing the ticket? How can you flag literally the same thing, ask the same questions, and deliver literally the worst support experience I have ever received from any provider?

Do not get me wrong, the account verification process matters, both for you and for us. But let us be honest. AWS does the same kind of verification. The difference is that AWS does not shut down your services while waiting for your response. Why? Because they understand that those services may be running at a production level. I am also using DigitalOcean at a production level, and it has now been locked twice, each time for more than 24 hours.

So I really need your full attention on this matter, because clearly you are not giving it.

1. Why do I keep experiencing this? You previously said it was about billing. The bill has now been paid. So what is your reason for suspending and locking the account again?
2. On the automated tickets #11989285 and #12004347, what exactly is wrong? You claim there is atypical activity, but what does that actually mean? I am using the service the same way I always have. And the first ticket does not even mention billing, so what is the real issue?
3. Do you even read the feedback your users submit? I put all of my frustration and full explanation into my response to ticket #11989285, and now I am facing the exact same issue with the exact same ticket again? Well done. It is also worth noting that your system appears to be actively limiting my ability to escalate, as a lot of tickets I open keep disappearing from the support portal.
4. Why has my support plan suddenly been changed? This is critical. When I have an issue like this, I should be getting an immediate response, but now I am forced to wait up to 24 hours just to get a reply.
5. What compensation are you offering for this situation? This has been a genuinely painful experience and it has already caused real impact on our production-level infrastructure.
6. Your suspension system needs to be fixed. Your own ticket states “If we have not heard from you within 10 days of this message, your account may be terminated and your data will be permanently deleted.” But in reality, the suspension happens immediately and simultaneously. Those two things are completely contradictory. Fix the process or fix the communication.

Final Note

I am not looking for an apology. I am looking for accountability, clarity, and action.

AWS has triggered similar verification processes on my account in the past. They flagged the activity, asked questions, and waited for a response before taking any action. That is the correct approach.

Suspending a production account immediately, failing to read the customer’s response, repeating the same action days later, hiding support tickets, and quietly downgrading a paid support plan is not acceptable at any tier of service.

I expect a response here and a direct follow-up through official support channels.

Thanks,

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Ticket references: #11989285, #11885255, #12004347