Tell HN: Heroku bans 10 year account without notice or explanation

#1

Post by nicholasreed » Fri, Aug 20, 2021, 5:55 PM UTC

I've been a paying Heroku customer for a decade, with multiple businesses (a surf company, tennis reservation system) and personal projects hosted without issue.

On Tuesday, I woke up to sites down and my login not working. No emails from Heroku. After emailing support, I got an automated response that I'd been banned for violations of the Acceptable Use Policy. No details, just instantly dropped.

I've sent 10s of emails to every Heroku and Salesforce support and security department, called the SF offices, and tried social media. I still have no idea why my account was suspended, and apparently I have no recourse to get my company data back (backups, credentials...everything is through the Heroku login).

Heroku is trying to put me out of business, I recommend you leave them before they do the same to you!

Re: Tell HN: Heroku bans 10 year account without notice or explanation

#2

Post by phendrenad2 » Fri, Aug 20, 2021, 6:33 PM UTC

Ah yes, the old "small company get bought by a huge company, now you can't get customer service on the phone unless you're a whale".

Re: Tell HN: Heroku bans 10 year account without notice or explanation

#3

Post by markus_zhang » Fri, Aug 20, 2021, 7:52 PM UTC

I hope you get data back at least. Can I ask why did you consider a cloud host initially?

Re: Tell HN: Heroku bans 10 year account without notice or explanation

#4

Post by nicholasreed » Fri, Aug 20, 2021, 8:08 PM UTC

markus_zhang wrote: post #3

I hope you get data back at least. Can I ask why did you consider a cloud host initially?

Easy deployment and scaling of resources a decade ago, familiarity and not too expensive to switch as time has progressed (of course I host things elsewhere, just have a lot of client/personal data on Heroku).

Re: Tell HN: Heroku bans 10 year account without notice or explanation

#5

Post by gbourne » Fri, Aug 20, 2021, 8:51 PM UTC

Really sad the hear this. The advantages of a managed service (Paas) are easily out weighted when they decide to shutdown your company...and with Heroku, Firebase, etc there is technology lock-in.

Re: Tell HN: Heroku bans 10 year account without notice or explanation

#6

Post by strzibny » Fri, Aug 20, 2021, 10:33 PM UTC

Yep. It's better to assume this can happen. Still very unfortunate :(

I am just finishing https://deploymentfromscratch.com/ for anybody that wants to learn how to do it.

Re: Tell HN: Heroku bans 10 year account without notice or explanation

#7

Post by agustif » Sat, Aug 21, 2021, 12:03 AM UTC

I could recommend Dokku and Ledokku as they are a fine self-host alternative for small PaaS operation needs.

- https://dokku.com/

- https://www.ledokku.com/

If you don't like to self-host, I've been happy with onrender for my PaaS needs. and Vercel/Netlify are excelent for your frontend needs.

Re: Tell HN: Heroku bans 10 year account without notice or explanation

#8

Post by grepfru_it » Sat, Aug 21, 2021, 12:56 AM UTC

Once again, never ever commingle customer accounts, one bad apple ruins it for all of them. Create a new (in this case, Heroku) account for each customer, no exceptions

Story time: I worked for a major marketing firm that did this with Facebook. we would see accounts go down every once in awhile and it turned out the managers of the companies that cried foul were doing foul things which we would have to resolve (bonus: extra $$$ Too). One Saturday our monitoring started chirping only to find all Facebook accounts were deactivated. It took us 10minutes to realize we did not change our tooling to support their api changes. These are well known name brands that were completely down. That was the first time I have seen an entire company scramble to resolve an issue, but we were back up and hobbling around within 2 hours.

Always separate accounts.

Re: Tell HN: Heroku bans 10 year account without notice or explanation

#9

Post by noobermin » Sat, Aug 21, 2021, 1:31 AM UTC

The problem with *AAS is one day they decide they don't like you and you're caught out in the rain. It's pretty difficult to gauge when and if that will happen and thus assess the risk.

Re: Tell HN: Heroku bans 10 year account without notice or explanation

#10

Post by forgingahead » Sat, Aug 21, 2021, 2:55 AM UTC

This is very worrying - do update this thread if you can get a resolution on this. I'm surprised to see this to be honest, but it's a good reminder to all who use cloud services to have a strong "fire alarm" plan whereby you can deploy quickly elsewhere without too much downtime to your app customers.