Pro account locked out by 2FA - No response after 12 days

Help
1

Hello Vercel team,

I’m a Pro customer and I’m currently locked out of my Vercel account because I no longer have access to my 2FA device or recovery codes.

I can still authenticate successfully through GitHub, but Vercel requires the 2FA code before allowing access.

I submitted the official account recovery request 12 days ago and replied to the verification email with all requested information, including:

  • Account email
  • GitHub username
  • Project information
  • Payment verification
  • All other requested details

Since then, I haven’t received any response from the support team.

Unfortunately, I wasn’t given a support case number during the recovery process, so I don’t have one to reference.

This account is used for production work, and I’m currently unable to manage deployments or access my projects. As a Pro customer, I’m becoming increasingly concerned that I haven’t received any update after 12 days.

Could someone please check whether my recovery request is still being processed or help escalate it?

I’d really appreciate any update, even if it’s just to confirm that my request is still in the queue. Thank you very much for your time and assistance.

latest case number : 01362558

2

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 we’re building system improvements to make it faster across the board.

I’m checking on the status of your request now with ticket number 01362558.

Thanks so much…