11 days ago
Hi Railway team,
I'm posting publicly because I can't open a private thread — my locked
account is the one with the services, and this secondary account has none
to attach.
Issue: I'm locked out of my main Railway account. I no longer have access to
the device where my passkey was set up, so I'm stuck at "Verify your identity
— use your saved passkey" and cannot proceed. Other browsers and devices
don't have the credential either.
Identifying the account: the GitHub account linked to the locked Railway
account is GerryEspinoza126. Following the process used in previous passkey
reset threads, I created a public repository on that same GitHub account as
proof of ownership:
https://github.com/GerryEspinoza126/Railway-Passkey-Reset
I'd prefer not to post the account email in a public thread. I can send it
privately, or you can identify the account from the linked GitHub above —
happy to confirm it any way you prefer.
Note: I emailed support@railway.com first and received the automated reply
stating support isn't handled over that address, which is why I'm posting
here.
Could you please remove the passkey from that account so I can enroll a new
one? Happy to provide any further verification you need.
Thank you.
6 Replies
11 days ago
Since the passkey reset is for a different account than the one this thread is tied to, we can't run the verification challenge here. To proceed, please send an email to support@railway.com from the email address on the account that needs the reset, so the request ties to the correct account and verification can run there.
Status changed to Awaiting User Response Railway • 11 days ago
11 days ago
Small correction to my own request: my first email accidentally went out from
a different mailbox of mine, not the address on the locked account — so it
couldn't tie to the right account.
I've now re-sent it from the correct address, the one that is actually on the
locked Railway account, referencing this thread. The ownership-verification
repo is unchanged and still up on the linked GitHub account:
https://github.com/GerryEspinoza126/Railway-Passkey-Reset
Apologies for the noise — the new email is the one to look at.
Status changed to Awaiting Railway Response Railway • 11 days ago
11 days ago
Got it. Verification will continue on the thread created from that email, so no further action is needed on this one.
Status changed to Awaiting User Response Railway • 11 days ago
10 days ago
Following up — it's been over 24 hours with no response, and this is
blocking work on a production service.
Update from my side: I re-sent the email to support@railway.com, this time
from the address that is actually on the locked account (my first attempt
went out from the wrong mailbox of mine, which is why it couldn't tie to the
right account).
Proof of ownership is already in place: the verification repo is up on the
GitHub account linked to the locked Railway account.
- Linked GitHub account: GerryEspinoza126
- Repo: https://github.com/GerryEspinoza126/Railway-Passkey-Reset
I can also provide the project ID and other account details privately if that
helps you locate the account — I'd rather not post them in a public thread.
Impact: the service keeps deploying fine from GitHub, but I have no access to
environment variables, deploy logs, or rollback while I'm locked out.
Could someone run the verification challenge and remove the passkey?
Thank you.
Status changed to Awaiting Railway Response Railway • 10 days ago
10 days ago
The verification repo is noted. This thread is tied to your secondary account, so the passkey-reset verification can only run on the email thread you sent from the locked account's address. That thread is the one that will move this forward.
Status changed to Awaiting User Response Railway • 10 days ago
Status changed to Solved brody • 10 days ago
10 days ago
Update: I've regained access to my account, so the passkey reset is no longer
needed. Please close this request. Thanks for your time!
Status changed to Awaiting Railway Response Railway • 10 days ago
Status changed to Solved admin-nuclea • 10 days ago
Status changed to Closed brody • 10 days ago