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Account Reactivated - DAMAGE ALREADY DONE The trigger happy outsourced customer service representative decided to reactivate our account instead of escalating

Account Reactivated - DAMAGE ALREADY DONE The trigger happy outsourced customer service representative decided to reactivate our account instead of escalating the matter (per our request) to a supervisor. We will ask again for the issue to be escalated to a supervisor so that Digital Ocean can fix this from happening to future customers. We are currently planning on moving to a new hosting company and began the process yesterday. Excellent customer service and professionalism are vital for the stability of our SAAS as we move to scale. Unfortunately, we can't recommend digitalocean.com based on this experience. In the comments below are the emails from DigitalOcean (Caveat Emptor). I appreciate the support from this community. Hopefully, this information will be helpful to future start-up founders.

allendking 5y ago
Hi there, We're excited to have you as a customer of DigitalOcean and we would like to verify your account. Because your recent account activity is atypical, we’d like to better understand your product needs. To help us in restoring access to the account, please respond to this email message with a description of the workload you’ve deployed on your Droplets and how you plan to use your account going forward. We appreciate your understanding and look forward to better understanding how DigitalOcean can support your needs! Regards, DigitalOcean Security ref:_00Df218t5m._5004P1qDp3y:ref
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allendking 5y ago
Hello there, Thank you so much for your patience, as we investigated this incident and reviewed the information you have shared with us so far, we have come to the conclusion that your deployment and actions were in violation of our Terms of Service Agreement [1] and Acceptable Use Policy [2] and as a result, we are unable to remove the lock from your account. I sincerely apologize for any inconvenience caused by this. Additionally, please note that we're unable to share details regarding what factors we considered that led to this decision or how we came to this conclusion as this is critical to maintaining the integrity of our platform security operations. You can review our Terms of Service agreement and Acceptable Usage policy here [1] Terms of Agreement: Legal - Terms of Service Agreement (digitalocean.com) [2] Acceptable Usage Policy: Legal - Acceptable Use Policy (digitalocean.com) We recommend you find a new service provider that better suits your needs as our security tooling would consider these actions when you sign up again resulting in account locks and termination of linked accounts during manual platform-wide reviews. If you still feel this is in error we request you to share detailed information about you, your business, and your deployment with us so that we can take your explanation into further consideration and contextually analyze it with information we have on file with us to review this decision. Regards, Nouroze Developer Experience Specialist ref:_00Df218t5m._5004P1qDp3y:ref
allendking 5y ago
Hi there, Thank you for following up with us. We definitely understand the frustration of the situation at hand and apologies for the inconvenience you are going through. After checking into this further, it appears that our internal tools caught patterns associated with fraudulent behavior. After manually reviewing your account, we've determined this to be a false positive and unlocked your account. You should now be able to log in to your account normally and power on your Droplets. We apologize for any inconvenience this may have caused you. We appreciate you being a customer of ours, and if you have any other questions or concerns please don't hesitate to let us know. Warm Regards, Likhitha

allendking 5y ago

Hi there, We're excited to have you as a customer of DigitalOcean and we would like to verify your account. Because your recent account activity is atypical, we’d like to better understand your product needs. To help us in restoring access to the account, please respond to this email message with a description of the workload you’ve deployed on your Droplets and how you plan to use your account going forward. We appreciate your understanding and look forward to better understanding how DigitalOcean can support your needs! Regards, DigitalOcean Security ref:_00Df218t5m._5004P1qDp3y:ref

deleted 5y ago
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allendking 5y ago

Hello there, Thank you so much for your patience, as we investigated this incident and reviewed the information you have shared with us so far, we have come to the conclusion that your deployment and actions were in violation of our Terms of Service Agreement [1] and Acceptable Use Policy [2] and as a result, we are unable to remove the lock from your account. I sincerely apologize for any inconvenience caused by this. Additionally, please note that we're unable to share details regarding what factors we considered that led to this decision or how we came to this conclusion as this is critical to maintaining the integrity of our platform security operations. You can review our Terms of Service agreement and Acceptable Usage policy here [1] Terms of Agreement: Legal - Terms of Service Agreement (digitalocean.com) [2] Acceptable Usage Policy: Legal - Acceptable Use Policy (digitalocean.com) We recommend you find a new service provider that better suits your needs as our security tooling would consider these actions when you sign up again resulting in account locks and termination of linked accounts during manual platform-wide reviews. If you still feel this is in error we request you to share detailed information about you, your business, and your deployment with us so that we can take your explanation into further consideration and contextually analyze it with information we have on file with us to review this decision. Regards, Nouroze Developer Experience Specialist ref:_00Df218t5m._5004P1qDp3y:ref

allendking 5y ago

Hi there, Thank you for following up with us. We definitely understand the frustration of the situation at hand and apologies for the inconvenience you are going through. After checking into this further, it appears that our internal tools caught patterns associated with fraudulent behavior. After manually reviewing your account, we've determined this to be a false positive and unlocked your account. You should now be able to log in to your account normally and power on your Droplets. We apologize for any inconvenience this may have caused you. We appreciate you being a customer of ours, and if you have any other questions or concerns please don't hesitate to let us know. Warm Regards, Likhitha