a month ago
Hello Railway team,
I’m posting here because my current subscription does not allow me to open a direct support ticket, and this issue is now critically affecting my running services.
My workspace has been restricted and all 6 services inside it are currently offline.
Workspace ID:
fae9552d-0b25-400a-b4a4-249267bcbe87
I have already submitted an appeal:
restriction-appeal-ardiannn08-s-project-6f9798bb
I believe the restriction was triggered by an unintended BitTorrent download initiated by a Hermes AI agent during a research task. The workspace was not intentionally being used for torrenting, seeding, file sharing, or content distribution.
I have already stopped the activity and taken steps to prevent the agent from initiating BitTorrent/P2P traffic again.
What is especially difficult here is that the restriction immediately took down the entire workspace, including unrelated legitimate services. These services are actively used, so this is now causing real operational disruption.
I would really appreciate it if someone from the Railway team could urgently review the pending appeal or clarify whether there is any way to restore the legitimate services while the review is ongoing.
I have been using Railway because of its simplicity and have generally been happy with the platform, but having the entire workspace disabled with no direct support channel available puts me in a very difficult position.
If I cannot get some resolution or indication of progress within the next few hours, I will unfortunately have to migrate all of these services away from Railway today in order to restore operations. At that point, I would also have to seriously reconsider continuing to use Railway for this project.
I would prefer to resolve this and continue using Railway, but restoring the services is now time-critical.
Thank you for taking a look.
5 Replies
a month ago
We're not able to share the specifics of why a workspace is restricted, and nothing done through a support thread changes the restriction. Since you've already submitted an appeal, that is the right path. The decision will be delivered by email on the appeal thread, and it is reviewed by staff. We don't have a published timeline for that review. There is no way to partially restore services or grant access to data while the restriction is in place.
Status changed to Awaiting User Response Railway • 28 days ago
Railway
We're not able to share the specifics of why a workspace is restricted, and nothing done through a support thread changes the restriction. Since you've already submitted an appeal, that is the right path. The decision will be delivered by email on the appeal thread, and it is reviewed by staff. We don't have a published timeline for that review. There is no way to partially restore services or grant access to data while the restriction is in place.
a month ago
I understand that the appeal process is separate from support, but this incident has significantly reduced my confidence in Railway as a production platform. If the workspace remains inaccessible without a timely review or recovery path, I will permanently migrate my services, cancel my Railway usage, and reconsider Railway for any future projects.
Status changed to Awaiting Railway Response Railway • 28 days ago
a month ago
The answer has not changed: nothing done through this support thread affects the restriction or its timeline, and the appeal you already submitted is the only path where the decision is made. That decision will arrive by email on the appeal thread, and we do not have a published review timeline to share.
Status changed to Awaiting User Response Railway • 28 days ago
Railway
The answer has not changed: nothing done through this support thread affects the restriction or its timeline, and the appeal you already submitted is the only path where the decision is made. That decision will arrive by email on the appeal thread, and we do not have a published review timeline to share.
a month ago
Understood.
Given that there is no published review timeline, no temporary restoration option, and no way to recover access to the affected services while the appeal is pending, I have to treat this as an operational risk I cannot accept for a production system.
I’ll proceed with migrating the affected workloads away from Railway today to restore service continuity.
Regardless of the eventual appeal outcome, this experience will strongly affect whether I use Railway for future production workloads. The combination of a full workspace shutdown and no time-bound recovery or support path makes it difficult for me to rely on the platform for systems where availability matters.
I hope Railway will consider improving this process for future customers.
Status changed to Awaiting Railway Response Railway • 28 days ago
a month ago
Your feedback is noted. Your appeal remains active and the decision will be delivered by email on that thread regardless of any changes you make to your workloads in the meantime.
Status changed to Awaiting User Response Railway • 28 days ago
21 days ago
This thread has been marked as solved automatically due to a lack of recent activity. Please re-open this thread or create a new one if you require further assistance. Thank you!
Status changed to Solved Railway • 21 days ago