Hi there,

I've been a paying Railway Pro customer for several months now, and I've genuinely enjoyed using the platform. In fact, whenever someone asks me for a recommendation, Railway is usually one of the first services I suggest because of how pleasant the overall experience has been.

However, the recent incidents have made it increasingly difficult to maintain that confidence. From the security breach involving compromised environment variables, to the subsequent inability to rotate secrets because redeployments weren't working, to the more recent network-related disruptions affecting access to Railway — it's been a frustrating few weeks. The communication surrounding some of these incidents, particularly the inaccurate timelines and lack of clarity, has only added to that frustration.

I understand that incidents happen, and I appreciate that your team has acknowledged the problems. However, acknowledging responsibility and actually making things right for affected customers are two different things.

I'd genuinely like to ask whether you consider it fair to charge your paying customers the full subscription price after everything that has happened over the past few weeks.

I'm not someone who takes complaints to social media or tries to publicly criticize a company. I'm reaching out directly because I genuinely like Railway and want to continue supporting and recommending it.

At the same time, I don't think it's reasonable to expect loyal, paying customers to simply absorb the consequences of repeated incidents, especially when some involved security risks and disrupted our ability to manage our own infrastructure.

I believe some form of billing credit or compensation for affected paying customers would be a fair and meaningful gesture. Not necessarily because it would offset the actual impact of these incidents, but because it would demonstrate that Railway values its customers' trust and recognizes that an apology alone doesn't always make things right.

I'd appreciate hearing your perspective on this.

Thank you.