[kiwicopple]

hey DANmode - supabase ceo here. similar to the sibling thread I want to make sure I know what happened here:

  1. someone created an website using supabase with email logins (and possibly edited the template / opt-out link)
  2. someone signed you up to that service - you received an email from that app 
  3. you sent us an email (to [e-mail] or similar) to report abuse
  4. we emailed a few months later with the generic email you posted

First, I'm sorry you had a bad experience. we have been historically very on-top of our support emails, but this year the tickets have grown ~10x while our team can only grow ~2x. We have had to make short-term trade-offs (automations) which are sub-par so that we can catch up with the growth and primarily focus on the paying customers

I'm be the first to acknowledge that this is something we want to improve. Unfortunately that will take time and iterations - you are experiencing our support (i hope) at it's worst. We sent an email to the backlog of unanswered free-plan emails just to acknowledge and redirect them somewhere we can offer more support

For security/fraud, we have a slightly different process: https://supabase.com/.well-known/security.txt

This process is to ensure that we _don't_ miss emails, like we did with yours.

You post here is helpful for us to figure out the areas that we need to improve. Again, I'm sorry that we didn't give you a good impression the first time - all we can do is iterate based on feedback like yours. If you want to share more my email is in my profile

[DANmode]

I believe the biggest issue is that the ONLY lever the email gave the user to pull (the Opt-Out of these emails link) was broken. (FYI: It's working now.)

I still don't even know if that does what I think it does (it sounds like marketing list opt-out).

/ /

How is a user, who has been signed up for your services without their knowledge, meant to "opt out" of the trial, or account, after the point of receiving the email,

if they never even initiated the account on your end?