Urgent Request for Account Reactivation and Billing Review

[introvert]

Discussion Type

Product Feedback

Discussion Content

We’re asking for an urgent review of our account suspension and the Advanced Security charges now on our account.

One of our developers briefly enabled or tested GitHub Advanced Security. This was not a deliberate purchasing decision by the company, and no one understood that this would result in charges at the level now being billed.

We’re not trying to avoid legitimate fees. We’re disputing charges that appear to have come from an unintended feature activation, where the cost impact was not clear to our team at the time.

The immediate problem is that our account is now restricted. Our developers can’t access repositories, and this is blocking active business operations. That feels disproportionate while the billing issue is still under review.

We would need help to:

• Restore access while this is investigated.
• Explain exactly how the Advanced Security charges were calculated.
• Provide audit records showing when the feature was enabled, by which user, and what usage drove the bill.
• Review the charges for reversal, adjustment, or a goodwill credit given the circumstances.

Our priority is to get repository access restored and then work through the billing dispute fairly.

Because our development work is currently blocked, we’d appreciate escalation as soon as possible. How we can resolve this issue promptly?

Thank you,

[github-actions[bot]]

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[P-r-e-m-i-u-m]

Yo @introvert — that draft is solid, but I gotta keep it real with you about the "Urgent" part.

GitHub rarely unblocks an account while a billing invoice is unpaid, regardless of the dispute. The policy is usually "Pay first, dispute later."

The Fastest Way to Get Unblocked:

Pay the current invoice. It hurts if you're disputing it, but it's the only lever to unlock your devs immediately.
Disable GHAS immediately. Go to your repository settings and turn off Advanced Security on every repo so you stop racking up charges for the next billing cycle.
Fight the refund later. Once access is restored, reply to the ticket demanding the credit.
Escalation:
Since this is an Advanced Security issue, try contacting GitHub Sales directly instead of standard support. Sales reps have way more power to lift account locks during a billing dispute than the support agents do.