2FA recovery case 01414250 open since Aug 10 — no engineer response, self-service flow blocked - Help

Hi Vercel team,

I'm locked out of my personal (Hobby) account because I lost access to my authenticator app and don't have recovery codes.

What I've done so far:

Opened a 2FA recovery case via the "Start 2FA recovery" option on the login screen on Aug 10 (case 01414250). I received the auto-acknowledgment but no engineer has contacted me since. Followed up by email to support@vercel.com on Aug 27 — no response. Tried the new self-service recovery flow: signed in with email + OTP successfully, but it still hard-blocks at the authenticator code prompt with no recovery option offered, so my account appears ineligible for self-service. Checked spam/trash for any reply from support — nothing.

I'm ready to verify ownership immediately: I have full access to the account email and the linked GitHub account, and can provide account creation details, project URLs, and any other information needed.

Could someone please escalate case 01414250? It's been over three weeks. Thank you.

Hi there! I'm just a bot here to share some info that might help you before a human arrives.

If your account is eligible, you can use our new self-service recovery flow:

Go to vercel.com/login
Choose to sign in using the email + one-time password (OTP) option.
Select Use another sign-in method
Verify your identity using the GitHub, GitLab, or Bitbucket account previously linked to your Vercel account
Follow the remaining prompts to complete the recovery process

If you've ever set up a passkey, possibly on another device, you can use that to get back into your account and update 2FA settings yourself. You can also use recovery codes if you've stored those in a safe place that you can still access.

If you are unable to access your account using the steps above, you can open a support case using the Start 2FA recovery option on the Two-Factor Authentication login screen. Please do not publicly post account details, like your email address, that could help an attacker gain access to your account in the future. There's no need to open an additional case if you already have one open.

Thanks for your patience while the team works to resolve all cases as quickly as possible while keeping everyone’s accounts safe and secure. A human should be here soon to help.

Update: I re-tested the self-service recovery flow following the steps above.

After signing in at vercel.com/login with email + OTP, the two-factor screen offers only two options: a code from an authenticator app, or a recovery code. There is no "Use another sign-in method" link anywhere on that screen, so I have no way to reach the GitHub verification step.

To summarize where this stands:

Self-service recovery: not available on my account (confirmed above) Passkey: never set up Recovery codes: not available 2FA recovery case 01414250: opened Aug 10 via the login screen, no engineer contact since Email to support: rejected as an invalid support channel for Hobby accounts

I have full access to the account email and the linked GitHub account, and can verify ownership immediately with account creation details, project URLs, or anything else needed.

Could a staff member please escalate case 01414250? It has been over three weeks with no human response.

Vercel Staff

Hey , I found your case and flagged it with the support team. You should get an update from them soon

Hi there! I'm just a bot here to share some info that might help you before a human arrives.

If your account is eligible, you can use our new self-service recovery flow:

Go to vercel.com/login
Choose to sign in using the email + one-time password (OTP) option.
Select Use another sign-in method
Verify your identity using the GitHub, GitLab, or Bitbucket account previously linked to your Vercel account
Follow the remaining prompts to complete the recovery process

Thanks for your patience while the team works to resolve all cases as quickly as possible while keeping everyone’s accounts safe and secure. A human should be here soon to help.