an hour ago
Hoping a team member can take a look — I think the support AI may be misclassifying this.
What happened:
- We got a DMCA notice about 3 Codec Pro font files on premiumoutlet.az.
- Our workspace was then restricted ("Limited Access — workspace restricted, cannot create new resources"), service offline.
- We've already fully complied: the font files + all references are removed, the corrected build is ready on our branch. We just can't deploy because the workspace is restricted.
The problem with the support replies:
- The AI assistant told us the restriction "cannot be reversed" for a paid (Pro) workspace and that the only option is to cancel our plan and offboard via billing.
- That seems clearly wrong for a font DMCA — normally you remove the content and redeploy. Telling a paying customer to cancel and offboard over 3 font files looks like a bot misfire or a misclassification, so flagging it here.
What I'm asking:
- Could a human confirm the actual reason for the restriction? If it's just the font DMCA, that's resolved on our side and we'd like the restriction lifted so we can deploy the fix.
- If it's truly irreversible, please tell us the real basis — and either way we need a data export window to back up our production database before anything is cancelled or deleted.
We want to resolve this cooperatively and can provide any logs or verification needed.
Project ID: cd3a0237-b421-42a8-acb0-4c122ca0576d
Service ID (Premium StoreFront): 7f0c623f-7bcf-490a-a9b3-51026d8b3070
Environment: production
(Also have an open support thread on Central Station for the same issue.)
Thanks in advance!
7 Replies
an hour ago
This thread has been escalated to the Railway team.
Status changed to Awaiting Railway Response Railway • about 1 hour ago
an hour ago
We understand this is frustrating, and we appreciate your willingness to cooperate. Unfortunately, we're not able to share the specific reason a workspace was restricted, and for workspaces on a paid plan, the restriction cannot be reversed. We know that's not the answer you were hoping for. Regarding your database, if your services are still accessible in their current state, you can connect and export your data before cancelling. The offboarding path is available through your workspace billing settings.
Status changed to Awaiting User Response Railway • about 1 hour ago
are you guys serious? are we paying for that? for a bot to answer nonsense? please connect human
an hour ago
I've already escalated this thread. I'm sorry you had to experience this, but hopefully a team member would be available soon to help you out with this issue.
Thank you, I just got this reply via bot (twice btw):
"We understand this is frustrating, and we appreciate your willingness to cooperate. Unfortunately, we're not able to share the specific reason a workspace was restricted, and for workspaces on a paid plan, the restriction cannot be reversed. We know that's not the answer you were hoping for. Regarding your database, if your services are still accessible in their current state, you can connect and export your data before cancelling. The offboarding path is available through your workspace billing settings."
And it's clearly not making any sense
an hour ago
I am not seeing any restrictions.
an hour ago
Ah, my coworker lifted the restriction. Please do not open duplicate threads again.
Status changed to Closed brody • about 1 hour ago