Enterprise Setup Failed - Admin Account Not Created, Enterprise Orphaned and Inaccessible

[davidufton]

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Problem Summary
Enterprise creation process presumably failed partway through. Admin account was never created,
enterprise exists in the system but is completely inaccessible - cannot see it
anywhere in my account or access any settings.

Environment

• Organization on free tier (before attempting enterprise creation)
• Attempted to create/convert to Enterprise account
• Setup process did not complete

Detailed Steps

1. Started enterprise creation from organization settings
2. Entered enterprise name and admin account credentials (username/email)
3. Screen indicated password setup would be in "next step"
4. Enterprise was created BUT next step never appeared
5. Received email with SSO setup link
6. Clicking link results in 404 error
7. Email states "if you get 404, ensure signed in as enterprise owner"
8. Confirmed signed in with account that initiated creation - still 404

Admin Account Issues

• Cannot sign in with specified admin username (incorrect password error)
• Password reset for admin email returns: "That address is either invalid, not a
  verified primary email or is not associated with a personal user account"
• Admin account appears to have never been created despite setup indicating it would be

Current State

• Enterprise exists in GitHub's system (attempting to create new enterprise with
  same name says the name is already taken)
• Cannot see enterprise in my account anywhere
• Cannot access any enterprise settings (404 errors)
• No enterprise section visible in account navigation
• Admin account doesn't exist
• Original account has no enterprise permissions or visibility
• Setup process incomplete
• Cannot proceed with SSO configuration or user provisioning

What I've Tried

• Signing in/out multiple times
• Password reset attempts for admin account
• Accessing enterprise URLs directly (all 404)
• Checking all account sections for enterprise visibility
• Different browsers/cleared cache
• Removing/re-adding email addresses
• Contacted sales (directed to support)
• Cannot access support ticket creation form (redirects in a loop)

Root Cause Theory

The enterprise creation wizard appears to have:

1. Reserved the enterprise name in the system
2. Failed to create the admin user account
3. Failed to grant enterprise owner permissions to the initiating account
4. Failed to link the enterprise to any accessible account
5. Left the enterprise in an orphaned/invisible state

What I Need

Backend intervention to either:

• Grant my original account enterprise owner permissions to the existing enterprise, OR
• Complete the admin account creation, OR
• Delete the orphaned enterprise so I can restart the setup process

This cannot be resolved through normal user actions - requires staff with access
to account/permission configuration.

Impact

• Cannot evaluate enterprise features
• Cannot configure SSO (primary objective)
• Enterprise name is locked/reserved but inaccessible
• Setup has been broken for several days
• No path forward without staff intervention

Has anyone else encountered an orphaned enterprise after failed setup? Is there
a way to escalate this when normal support channels aren't accessible?

Any GitHub staff who can help?

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