As a result we're locked out, we can't update the billing info. We've opened support tickets hours ago but we've received no replies. Is there any escalation path we can take?
You posted this before 0900 Eastern, and last I checked ... DO's main suspport hours are Eastern, are they not?
How big is your account? $50/mo? $5000? $500,000?
Per my dashboard ...
>Our Premium Support Plan is built for scaling businesses
>For $1,000/month, get dedicated account managers you can rely on for their expertise and a response to urgent inquiries within 30 minutes.
I'm a lowly hobbyist user at the moment, and rarely expect to get a contact-back before 24 hours (I think the longest I ever personally went was 120 hours because of a holiday weekend)
You might consider pinging them on Twitter (https://twitter.com/digitalocean) or checking the [unofficial] forum on Reddit (https://www.reddit.com/r/digital_ocean)