To the Vercel Support Team,
This is a follow-up to my previous messages regarding cases #01275539 and #01283909, which I submitted specifically because the account recovery process had already failed to meet its own stated deadline. Those messages have also gone unanswered, which I find genuinely unacceptable for a company of Vercel’s scale and reputation.
I am requesting that this message be forwarded to and handled by an actual human support representative — not routed back into an automated queue or answered with a templated reply.
Here is the full, accurate timeline of this issue for the record:
- June 18, 2026: My deployments first began failing. This was the earliest sign that something was wrong with account access.
- Between June 18 and June 26, I attempted every possible login and recovery method available to me on my own, without success.
- June 26, 2026: Having exhausted all self-service options, I submitted my first formal request to remove the unauthorized two-factor authentication (2FA) that had been activated on my account without my knowledge or consent. This became case #01275539.
- June 29, 2026: Having received no meaningful response, I submitted a second request to remove the unauthorized 2FA. This became case #01283909.
- July 2, 2026: The stated resolution deadline for case #01275539 passed with no resolution and no explanation.
- Since then, I have sent multiple written follow-ups to the email addresses provided in your own case correspondence, specifically asking for a progress update. I have received no reply to any of them.
Counting from June 26, when I formally submitted my first request to remove the unauthorized 2FA, this issue has now gone unresolved for over 10 days. In that entire time, the only communication I have received from Vercel has been an automated confirmation assigning case numbers — nothing else. There is no dashboard, portal, or channel available to me to check the actual status of these cases, and every attempt I have made to request a status update through the official channel has gone completely unanswered.
I also want to be direct about the following: I am posting on the community forum under the username brianbyw0413 because my actual account is locked and I have no other way to reach you. I do not want any further automated replies citing my plan tier (e.g. “Hobby” plan) as a reason for limited support or as justification for not honoring a 24-hour SLA. This is a security lockout, not a routine support ticket.
I need to stress how serious the impact of this has been. The project hosted on this account is a paid commercial product, not a hobby project, and it was scheduled for official launch on July 1, 2026. Because of this unauthorized 2FA activation, which I never made, our official launch has now been pushed back, with no ability to deploy since the account was locked. This directly affects real, paying customers and real revenue. I would genuinely appreciate it if this could be taken seriously and treated with real urgency — please remove the unauthorized 2FA and restore our access as soon as possible.
I chose Vercel specifically because of its reputation for reliability, and I am on a paid plan precisely because I expected my work to run stably and to be supported accordingly if something went wrong. Despite all of this, my payment method has remained active and I have continued to be billed throughout the entire period I have had no access.
What I find genuinely hard to understand is how a paying customer’s support request — for a security incident, no less — can go this many days without any real acknowledgment or resolution. This experience has left me both confused and honestly quite disappointed.
What I need right now, handled by a real person:
- Immediate removal of the unauthorized 2FA and full restoration of account access.
- Cases #01275539 and #01283909 merged under a single point of contact who will actually respond to status requests.
- Immediate suspension of billing, and a full refund or credit for all charges incurred since June 26, when I first formally requested help with this issue.
- Written confirmation, with a specific date and time, once access has been restored.
I have been more than patient through two case numbers, multiple follow-ups, and over ten days of complete inaccessibility since my first formal request. I hope this can finally be treated with the urgency a security incident of this severity should have received from day one, especially given the direct impact it is having on our commercial launch.
Sincerely,
Brian (community username: brianbyw0413)