I’ve been unable to get a human response on a 2FA account recovery case and would really appreciate help getting it prioritized.
Timeline:
2026-07-06: Submitted a 2FA recovery request via Account recovery and appeals and replied to the support email with all requested verification details (account email, payment card last 4 / expiry, team, GitHub username, project URLs, billing address).
2026-07-12, 07-13, 07-14: Sent follow-ups.
So far I have only received the automated “high volume, reply to authorize” response — no human reply and no action on my account.
The problem:
I’m locked out because my 2FA passkey was device-bound to a work PC whose Windows Hello was later disabled by company policy, which destroyed the credential. It is not synced to any password manager or other device, and I have no recovery code.
Because I couldn’t reach Billing Settings to downgrade, my Pro trial converted and my card was charged $20 on 2026-07-14 — even though I opened the recovery case well before the trial deadline.
My requests:
Please remove/reset 2FA on my account so I can log in and downgrade my team to Hobby, preventing further charges.
Please refund the $20 charge, since the trial was only for a project that has since been deleted and I was blocked solely by the unresolved 2FA lockout.
My open support case reference is: thread::DluT10flJ-upRwXSv3hPJUE::
I’m happy to share account/receipt details privately via DM.
Since I’m still locked out by 2FA and cannot downgrade myself, my Pro subscription will keep charging my card $20 every month (next charge around 2026-08-14) until this is resolved. So this is no longer a one-time $20 issue — it will recur every month while I wait.
To stop the bleeding, could a staff member please cancel / downgrade the Pro subscription from the billing side, even before the 2FA removal is completed? I do NOT want to keep Pro — the trial was only for a project (cmec-ai) that has since been deleted, and I’ve been unable to downgrade solely because of the unresolved 2FA lockout I reported on 2026-07-06, before the deadline.
To summarize what I’m asking for, in priority order:
Stop the recurring monthly charge (cancel/downgrade the Pro subscription to Hobby from your side), ideally before 2026-08-14.
Remove/reset 2FA so I can access my account.
Refund the $20 already charged on 2026-07-14 (receipt #2115-5073).
My open support case reference is thread::DluT10flJ-upRwXSv3hPJUE::. Happy to share account details privately via DM. Thank you.
Hi - huge apologies for the delay, and we hear you. We’re working our way through the caseload – we have a small (but growing) specialist team that can help (account compromises require careful ownership verification) and are building system improvements to make it faster across the board.
We’re escalating the case numbers you provided now…
Hi Oynickj — thank you so much, and no worries at all. I really appreciate you stepping in and escalating this.
Quick update: the Safety Team removed 2FA from my account, I was able to log in with my password, and I have now downgraded the “Kensuke Cmec” team (team ID: team_lrGo4zUhLRWA2QX03QphIEfL) to Hobby. So the recurring monthly charge is stopped — that was my main concern, so this is resolved on that front.
During the downgrade, Vercel indicated that $15.33 of unused time would be refunded. I just wanted to confirm that this refund is being processed.
One small remaining item, entirely at your discretion: since I opened the recovery request on 2026-07-06 (well before the trial deadline) and was only charged because I couldn’t downgrade in time due to the 2FA lockout, I’d be grateful if the remaining ~$4.67 of the original $20 charge (receipt #2115-5073, invoice ZGUC165U-0002) could also be refunded. But this is minor — the important part is already sorted.
Thanks again for the help and for working to improve the recovery process. Much appreciated.