Hello,

I'm sorry to hear that you've lost data, but unfortunately we aren't able to restore data unless the platform was at fault.

If the unlikely event that the platform would be at fault, all data would be missing and we can restore the data in that event.

But since you are missing select data, that means the loss of data was user initiated, and we can't help there.

Going forward I highly recommend looking into our native backup feature - https://docs.railway.com/reference/backups

Best,
Brody

Hi Brody,

thanks for getting back to us. We appreciate your help.

It is not a user initiated data loss, because the server stopped working when the credit card expired (which is correct), but when we clicked on redeploy after completing the payment, the database has been restarted but with old data from may 2024 probably. The expected behaviour would be to restart it with the latest data as we see no reason for Railway to delete or alter the content of the PGData folder on the server.

Could you please have another look on what happened and why the server has been restarted with very old data and if the newest data can be recovered?

Thank you in advance and best regards,
Attila

Hello,

We do not touch the data in the volume after we pause your services, the data is left intact, as it was the moment we stopped the service, that I am completely certain about.

You would have to go unpaid for many months until we removed the data, and even then, it would be all data, not select tables.

I'm sorry but the platform did not cause this data loss, so we cannot help here.

Best,
Brody

Hello Brody,

maybe my initial message was formulated incorrectly. The problem is not that data is missing from a specific table or tables, but after we redeployed it, it has been reset to the state of our very first deployment of that service. So we do not miss data from a table, but we miss everything after our initial deployment onwards. As said, no user has touched the database, the only thing we did, was to redeploy after paying for Railway service.

Thanks for your understanding and hopefully we can find a solution even if it needs a plan upgrade.

Kind regards,
Attila

Hey Brody,
do you have any updates on this ticket?

Hello,

I'm sorry but we cannot assist here, we did not roll back your data to the state it was in when you first deployed, we do not even have such capabilities built into the platform to begin with.

I don't know user actions was taken to cause this, but this was not caused by the platform as the platform simply does not have the ability to roll back the state of the volume.

Best,

Brody

Hello,

thanks for the response and I understand your point and I accept that the platform works correctly, but the fact is that after redeploying we have missing data. There is no point discussing how it happened, but how we can solve this. Is there any specific reason why the data can not be restored to the state before our card has expired in December? You mentioned that you could restore it if it was a platform error. Why can't we restore it anyways?

Thank you and kind regards,
Attila

Hello,

Unfortunately I do not know what user actions lead to this happening.

It is our internal policy that we cannot restore data for any reason unless the platform was at fault for the loss of data.

Restoring data for a singular volume is not a simple or straightforward process, it's not something we are able to do at the user's request, regardless of plan.

Please use backups going forward.

Best,

Brody