Locked out of Pro account for 9 days (2FA never enrolled) — Case #01450180 stuck, need human help - Help

Hi team, hoping someone here can help escalate an open case.

Case #01450180, opened Aug 17 via the official Account Recovery form (vercel.com/accountrecovery). I'm a paying Pro customer, locked out because Vercel is asking for a 2FA code I never enrolled in (likely inherited from GitHub sign-in or the Pro upgrade).

Timeline:

Aug 17: Case opened via the official Account Recovery form.
Aug 18: Follow-up email, no reply.
Aug 25: Follow-up email + a formal GDPR Art.15 request to privacy@vercel.com — both bounced back automatically twice, saying "email is not a valid method of support creation" and pointing to vercel.com/help, which requires being logged in (which I can't do). Also reached out via vercel.com/contact/sales the same day — no response yet either.

I also just tried signing in via GitHub (linked account) and it still asks for the same 2FA code.

Production deployments are still up, but I can't manage the account, env vars, or billing. 9 days with zero human response on a paid account.

Is there anyone on the team who can take a look at Case #01450180? Happy to verify identity via project URLs, billing details, etc. Thanks in advance.

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.