Urgent Support Required: web3auth Account Suspended Due to Payment Issue – Users Unable to Log In |

Embedded Wallets (Web3Auth)
,
1

Dear Web3Auth Support Team,

We are facing a critical issue with our Web3Auth account setup and would appreciate your urgent assistance in resolving it. To avoid any confusion, we have explained the complete scenario below in a structured manner.

Project Details

We use Web3Auth for:

  • User authentication
  • Google login
  • Automatic wallet creation

Background

Since Web3Auth creates separate project IDs for OTP login and Direct Google login, we currently have two different accounts/projects under our organization.

However, only one of them is actively being used in production.

Account 1:Email Login using OTP

Email: tech@metaspacechain.com
Name: Mehreen
Plan: Growth Plan

Current Status

  • This account is subscribed to the Growth Plan.

  • All invoices have been paid successfully, including the current month’s payment (Receipt No. 2557-5280).

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  • The latest payment receipt for reference.

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Problem

  • We are not using any Web3Auth services from this account.
  • No authentication flow, wallet creation, or production keys are linked to this account.
  • Unfortunately, we continued paying the monthly subscription despite not using any services.

Account 2: Direct Google Login (Production Account)

Email: tech@metaspacechain.com
Name: Metaspace
Plan: Growth Plan

This is the account that powers our live application.

Services used from this account

  • User login and authentication
  • Automatic wallet creation
  • All production keys and configurations

Current Issue

Amount Due: $0

Along with the following message:

“Payment Processing — Your payment will be confirmed within 14 days. If this payment is confirmed after the due date, it will still be considered on time because it was initiated on time.”

Invoice Number: #DA69A683-0036

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Because of this, we are unable to make the payment or reactivate the service, even though this is the account that is actively used in production.

Current Situation

We are currently stuck in the following situation:

  1. The account that we actively use for authentication and wallet creation has been suspended, and we are unable to clear the pending invoices due to the payment processing issue.
  2. The account that we do not use at all has active subscriptions, and we have been paying for it every month unknowingly.

As a result, our users have been unable to log in to MetaSpace for the last few days, severely impacting our platform and community.

Resolution Requested

  1. Please help us reactivate the Account 2 (Google direct login), which is our production account and contains all of our keys and configurations.
  2. Please review the payments made for the unused Account 1 (Email OTP Login) and assist us with the refund process.
  3. If any action is required from our side, please share the exact steps that we need to follow.
  4. Please connect us with a real-time support representative (chat, call, or any other direct support channel) to help us resolve this issue.

We would greatly appreciate your urgent support, as this issue is directly affecting all of our users.

Thank you for your time and assistance.

2

Thanks — I see the production outage and billing-state mismatch. I’ll escalate this to our Billing & Payments team as urgent. Before I do, please confirm/provide the following so we can get it cleared quickly:

  1. Project / Client IDs for both projects (OTP project and Google Direct Login project).
  2. Exact pending invoice numbers for the production account (you referenced June & August — please paste invoice IDs).
  3. Confirm the payment receipt you uploaded (Receipt No. 2557-5280) is for Account 1 (OTP) and attach any payment confirmation for Account 2 if available.
  4. Confirm tech@metaspacechain is the account owner and you authorize us to share these details with Billing for escalation.

What I’ll do next: I’ll open an internal billing escalation (marked urgent) and request manual invoice clearing / reactivation and a refund review for the unused account. A Billing specialist will follow up — I’ll include you on the ticket once created. If you want real-time support, tell me your preferred contact (email/Discord/phone) and I’ll request a live outreach.

If you don’t have the project/client IDs handy, reply with the two account emails and the screenshots you already shared — that’s enough for me to start the escalation, but IDs will speed things up.

I’m on it as soon as you confirm.

Note: This response was generated by an AI bot and may require further verification. The MetaMask Community Team has tracked this issue and will be responding as soon as possible.

Additionally, we would recommend you to join our monthly Office Hours to discuss this with our engineering team. MetaMask Developer Office Hours

3

  1. Account 1 (Mehreen): (Email Login using OTP)

    • Project Name: Mehreen
    • Email: tech@metaspacechain.com
    • Client ID: BDA4A6tovQmrK4fiFxVxTWCZekhZ8WERV2oQ0P6mgcpJVAd0k0bgWxx9BKCx7NUNdgBCd2OFd_nQxNXmRrl1inM

    Current Status:

    • This account is subscribed to the Growth Plan.
    • We are currently not using any Web3Auth services from this account. No authentication flow, wallet creation, or production keys are linked to it.
    • However, we have been paying the monthly subscription fees for this account.

    Account 2 (Metaspace): Direct Google Login (Production Account)

    • Project Name: MetaSpace
    • Email: tech@metaspacechain.com
    • Client ID: BJGoFRwJPPaSD2_ZYXNILm2smaP7NvPMk8Ny9iy_e9VIkTJzrCESUmeQv_M6zsArUUMVcG0tMjD9z_1fXpQ6tK8

    Current Status:

    • This is the account that powers our live production environment.
    • All of our authentication flows, automatic wallet creation, and production keys are configured under this account.
    • The services associated with this account have currently been suspended due to two pending invoices.
    • But we are facing error while trying to do the due payment.

  2. Exact Pending Invoice numbers of Account 2 (Metaspace)
    Due Month: June
    Invoice Number: DA69A683-0034

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    Due Month: August
    Invoice Number: DA69A683-0036

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    Current Status:
    When are trying to pay for the due amount, it shows this message:

    “Payment Processing
    Your payment will be confirmed within 14 days. If this payment is confirmed after the due date, it will still be considered on time because it was initiated on time.”

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  3. For current month (August), we have made the payment of Account 1 (Mehreen) [This account is not in use] with Receipt Number: 2557-5280

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    For Account 1 (Mehreen) we request you to review all the previous payments and refund the amounts that are being paid without using your services.

  4. Email: tech@metaspacechain.com
    Please do the needful and help us reactivate Account 2 since our users are heavily affected by this issue.

My Contact:
Email: tech@metaspacechain.com
Discord: @cryptoabby17
Telegram: @cryptoabby17
Phone: +91 9438448618

4

@system have you escalated my issue with the billing and support team?

We need to urgently activate our web3auth services in Account 2 (Metaspace)

5

Hi thanks for letting us know the team is on it

6

Thank you @shana for your response.

Could you please let us know the estimated timeline for the resolution of this issue?

We use Web3Auth as the authentication layer for our game, and our users have been unable to access their accounts for the past four days.

This issue is significantly affecting both the overall user experience and our internal operations. We would highly appreciate it if you could provide us with real-time updates regarding the status of our case, either via email or through any of the contact channels mentioned below.

Contact Details:

We would be grateful if this matter could be prioritized, given the impact on our users and platform operations.

Thank you for your support.

7

Hey Abhas,

We do not need separate client id for different logins. You can use the same client id for both logins. Different client ids just means different project, and both the logins will be available in both the projects, resulting in different private keys.
I’m unsure how this confusion arrived for you.

You should only use a single project and configure the logins within it under the authentication tab. Make sure you are using a sapphire mainnet project for production project

We would recommend you to deprecate/ archive the projects you are not using currently. Only use the ones you want to use in production.

I have forwarded your concern to the billing team, they will take a look and get back

8

Hey @Abhas_Kumar

As we see you have 2 outstanding invoices

  1. DA69A683-0036:
    1. July invoice
    2. “This customer has initiated payment, but the funds have not been confirmed yet. This can take up to 4 business days.”
    3. This explains why you got $0.00 when you tried to make the 2nd attempt
  2. DA69A683-0034
    1. May invoice
    2. “Payment attempt with Visa •••• 2866 was declined. The bank returned the decline code transaction_not_allowed, and did not provide any other information. We recommend that you contact your card issuer, HDFC BANK LIMITED, for more information, or use another payment method.”
9

Hi @yashovardhan

We have already updated our payment method and are fully prepared to cooperate with any additional requirements from our side to clear the pending dues.

Since Account 2 (MetaSpace) powers our live product, our users have been unable to log in to the game for the last five days, which is significantly affecting both the user experience and our internal operations.

We kindly request you to:

  1. Please retry the payment for Invoice DA69A683-0034 or provide us with the direct payment link to complete the payment successfully.
  2. Please let us know if there is any other action required from our side to expedite the payment confirmation process.
  3. If possible, please temporarily reactivate our production account while the payment confirmation is in progress, as our users are heavily affected by the service suspension.

We would greatly appreciate any support in helping us restore the services at the earliest.

10

Hi Team,

We have already updated our payment method.

We kindly request your assistance with the following:

  • Please retry the payment for Invoice DA69A683-0034 from your end, or provide us with a direct payment link or any alternative method to complete the payment successfully.
  • Since the payment confirmation for Invoice DA69A683-0036 may take a few more days, we kindly request you to temporarily reactivate our Web3Auth services in the meantime. Our users have been unable to access the game, and the ongoing suspension is significantly impacting both the user experience and our business operations.

Client ID: BJGoFRwJPPaSD2_ZYXNILm2smaP7NvPMk8Ny9iy_e9VIkTJzrCESUmeQv_M6zsArUUMVcG0tMjD9z_1fXpQ6tK8

We would greatly appreciate any support in helping us restore the services at the earliest.

11

Hi @shana @yashovardhan @system

Both pending payments have now been completed from our end:

    1. Invoice: DA69A683-0034
      Receipt Number: 2476-2809
    2. Invoice: DA69A683-0036
      Receipt Number: 2740-0224

    We kindly request you to verify the payments and help us revoke the suspension on our production account so that our Web3Auth services can be resumed at the earliest. Our users have been unable to access the game due to the suspension, and restoring the services is our highest priority.

    Additionally, we would appreciate it if you could review the payments made for the following unused project:

    Client ID: BDA4A6tovQmrK4fiFxVxTWCZekhZ8WERV2oQ0P6mgcpJVAd0k0bgWxx9BKCx7NUNdgBCd2OFd_nQxNXmRrl1inM

    We have not been using any services associated with this project, but monthly subscription payments have been made for it. We kindly request you to review the account with your billing team and assist us with the refund process for the payments made.

    We look forward to your prompt assistance and confirmation.

12

Hi @shana @yashovardhan @system

Both pending payments have now been completed from our end:

    1. Invoice: DA69A683-0034
      Receipt Number: 2476-2809
    2. Invoice: DA69A683-0036
      Receipt Number: 2740-0224

    We kindly request you to verify the payments and help us revoke the suspension on our production account so that our Web3Auth services can be resumed at the earliest. Our users have been unable to access the game due to the suspension, and restoring the services is our highest priority.

    We look forward to your prompt assistance and confirmation.