Locked out of paid team: registered email is a dead domain, two recovery cases filed as Hobby

Hoping a staff member can help route this, as I have run out of channels.

Our company's paid Vercel team was originally set up for us by an outside contractor, and it is registered under an email address on his own domain. He no longer works with us and that mailbox is now dead. Vercel has no password login, so the emailed login code is the only way in, and it goes somewhere nobody can read. There is no linked GitHub, Google, or passkey identity available to us either. So we have no access at all to a team our company pays for.

What I have already tried, in order. The account recovery and appeals form on 9 August, using the category for accessing a business account, team or project, which was auto-acknowledged as a Hobby case and received no human response. The same form again on 11 August, also auto-logged as a Hobby case, also no response. The billing address that your knowledge base gives for people who cannot log in but have invoice questions, with no reply after three days. And the sales form today, as a last resort.

Two things seem worth flagging to staff regardless of my own case.

One: both recovery submissions came back as "Hobby Case Opened [No Reply]" even though I selected the business and team access category and the team is on a paid plan. If lost-access claims for paid teams are auto-triaged to the lowest tier, that looks like a routing bug.

Two: those acknowledgements are no-reply, and the form offers no way to add information to an existing case. So the only way to follow up is to file a duplicate, which is presumably not the intent.

What I need is for an address I control to be made an Owner of the team, so we can settle the outstanding balance and keep the project running. I have created this forum account under that address. I can provide the payment method, invoice and receipt numbers, case numbers, team name and deployment URL privately to verify ownership, and would rather not post those publicly.

Can someone point me to the right internal team, or nudge one of the existing cases? Happy to share details by DM.

Hey . Thanks for the feedback about the case creation experience. I'll make sure that's all shared with the team.

If you can give me your case number, I'll check on that for your as well.

Thanks Amy. There are three case numbers now. 01411345, filed 9 August, and 01415608, filed 11 August, both auto-logged as Hobby cases with no human response. Then 01439528, opened 15 August after I followed up by email, which came through as a normal case.

On 15 August I also got a reply on the billing thread saying case 01411345 was closed there and the request had been handed to the team that handles account ownership and access, and that they will need to verify identity first. I have not heard from that team yet.

The ask is unchanged: make [REDACTED] an Owner of the WeWinGames team so we can settle the outstanding balance. I have the payment method details, invoice and receipt numbers, team name and deployment URL ready to verify ownership. Happy to send those by DM rather than post them here. Any nudge you can give would be appreciated.

It looks like the team was able to update team ownership for you a few hours ago. But please follow up with your case if you still have any trouble with it