Dear Railway Support Team,

I am writing to report a critical production incident and request urgent assistance in understanding its cause and resolution.

INCIDENT SUMMARY:

My PostgreSQL database (redacaopro) became inaccessible on January 12, 2026. The database now shows "role postgres does not exist" errors, and I have discovered an orphaned volume in my dashboard that appears to contain my original data.

TIMELINE OF EVENTS:

• January 10, 2026: Manual backup created successfully (367 MB)
• January 10, 2026: Upgraded account from Hobby tier to Pro tier
• January 12, 2026: Database connection issues began
• January 14, 2026: Complete database failure confirmed

QUESTION:

Could my plan upgrade from Hobby to Pro have caused this issue? Is it possible that my volume was not properly migrated or reconnected during the plan transition?

CURRENT SITUATION:

• I can see an orphaned volume named "Volume perdido redacaopro" (367 MB) in my dashboard
• The PostgreSQL service appears to be connected to a different/empty volume
• I have a backup from January 10, but I am hesitant to restore without understanding the root cause

BUSINESS IMPACT:

This incident has severely affected our operations:

• 15,000+ active users unable to access the platform
• Over 500 refund requests received from paying customers
• Approximately $1,300 USD in refund liability
• Ongoing reputational damage and customer trust erosion

REQUESTED ACTIONS:

1. Please investigate whether the plan upgrade caused the volume disconnection
2. Advise if it is safe to restore from the January 10 backup
3. Provide guidance on preventing this issue in the future

PROJECT DETAILS:

• Project ID: 6d25869b-5e17-4a02-9483-eba8b3aba4cb
• Database: redacaopro (PostgreSQL)
• Orphaned Volume: "Volume perdido redacaopro"

Thank you for your prompt attention to this matter. I am available to provide any additional information needed.