Please turn my database back on
Team - I run a $100k a year business on your platform. Today, I logged in to find all of my services had been deactivated and history "removed" because I had not switched to the hobby plan. Are you freaking kidding me?
I switched over and happily paid my invoice, but now all I see is this. I have production data in that database I need activated and my services to go online again.
Please get my account and services back to normal.
If you don't fix this immediately, I have to take my business to Render. This is crazy.
https://railway.app/project/d503ad84-a9a4-439f-ae4f-08385ca85fcc
- Desmond
Railway
Railway
Railway is an infrastructure platform where you can provision infrastructure, develop with that infrastructure locally, and then deploy to the cloud.
28 Replies
Project ID:
d503ad84-a9a4-439f-ae4f-08385ca85fcc
Flagging this thread. A team member will be with you shortly.
If you're running a full business, you should consider the Pro plan.
Not helpful.
I know, but I can't help further.
The hobby/developer plan is for personal projects. The Pro plan is for businesses.
All I can do is flag the team and provide a suggestion.
I'm a one person business running a simple compliance software app that went from $0 to $100k revenue quickly.
All I need is someone at Railway to turn my database back on
It's unlocked, I will circle back here after meetings
I wish I could do more to help, but as I said above, I'm not part of the team, so I'm not able to turn your DB back on. The Pro plan is meant for this sort of project.
I guess it should be fixed now?
Thanks @rayofbytes
Okay crisis averted for project 1.
@rayofbytes can you do the same thing for https://railway.app/project/f45b9868-95a7-420d-8716-de5ff48986c5
hey please don't ping the team (or conductors)
#🛂｜readme #5
Okay but my other hobby app is currently 100% down and database locked (withphoton.com)
ray is currently in meetings, he will get you all sorted when he is available, in the mean time please upgrade to the pro plan, since the hobby plan is strictly meant for hobby use cases only
You are on the hobby plan, you are not entitled to help from the Team. If you were on the pro or enterprise plan you would have priority help from the team. Speaking as literally as possible, you are not the team's priority
If you were on the correct plan, you would be.
Ray will touch base with you after his meeting
To clarify, the hobby plan is meant for purely hobby projects. You do not have a commercial license to host your products on Railway. There is no SLA on the Hobby plan
This is the least friendly developer community I've been a part of. Appreciate your guys' factual statements, but some customer empathy would be nice.
As for whether I am on the hobby plan or pro plan, I feel I fit perfectly into this definition:
Hobby: For indie hackers and developers to build and deploy personal projectsI am a indie, solo developer entrepreneur running a couple of tiny website with low traffic. I do try to make money with my projects -- does that mean I should be on the pro plan? Idk.
I run a $100k a year business on your platformyou 100% need to be on the pro plan
Why does ARR have anything to do with pro vs hobby?
Commercial licenses
If you're making money using the platform, you need one
Okay well that wasn't clear to me, obviously
I'm glad I could clear that up for you
You can discuss with Ray after his meeting. We are not the team, so there's nothing more we can help you with. If you have any more questions, feel free to send another message here
My last point on this -- Railway's developer community reps should not make their paying customers feel like idiots for using the product. "You have a problem? You're obviously doing it wrong. No, no, anddd.. no." This thread is silly from a customer experience standpoint.
The only thing you're doing wrong is not paying what you should, which in turn entitles you to less support from the team. Our advice was correct, upgrade your plan and you'll get support from the team
You opened with hostility, I'd say we handled this thread well
Fair point. 🙏
Unlocked the other database.
Your services were stopped because of payment failure, not because of the plan switch. +1 to what everyone has said about the Pro plan. If you want to run your business on Railway and do it on the Hobby plan, that is an unsupported path. Community help is available if you're on hobby, team help is available when you're on Pro. Your revenue is not our concern and we don't like to go "100k ARR? Upsell time"
Bottom line: if you feel your projects are critical enough that downtime means a loss in revenue for you, then using anything "Hobby" is antithetical to that
Inability to restart the database by clicking the button is on us, sorry 'bout that - we're working on a fix.
This thread is silly from a customer experience standpoint.This is a community. I don't appreciate you coming in here like this with hostility and ranting off about how community members are making you feel like an idiot, when they've already given you the information you need
Understood - thanks for your help. Sorry for my bad manners -- I was channeling all my frustrated customers and bad energy your way.
I definitely could have acted better and I understand now that I need to upgrade to have the SLA.
All good, happy to help!
I definitely could have acted better and I understand now that I need to upgrade to have the SLA.To be clear here, we don't provide SLAs for non-enterprises, however there is another tier of support designed for critical workloads for teams (https://docs.railway.app/reference/support#business-class) that provides SLOs.