Severity 1 security incident but Support Center shows “No cases” – tickets merged into a ghost case?

[attendapp (KWAM2)]

Hey all,

I’m on a KWAM2 Pro trial team and I’m stuck in a really strange support limbo.

My former CTO/contractor used my Vercel credentials, transferred my projects attendit.app and kwam2.com into an account he controls, and removed my access. Vercel is still billing my personal card for those projects, even though I no longer control them. I’ve opened multiple Severity 1 tickets from the dashboard explaining this and offering proof of ownership (company documents, invoices, domain registration, etc.).

Here’s the weird part: every time I open a case, the ticket page shows a banner saying something like “Status changed from Open to Merged… This case has been merged into another case. Please check your other cases.” But when I go to Support then Support Center and look at All, Open, Transferred or Closed, it just says “No cases” everywhere. So as far as the UI is concerned, my tickets have been merged into some ghost case that I can’t see at all.

I’ve now emailed support@vercel.com and security@vercel.com with all the details and screenshots, but inside the product I effectively have zero visible tickets for what is clearly an account-compromise / ownership issue.

Has anyone else hit this exact behaviour before - Severity 1 tickets getting merged away and the Support Center always empty - and actually got it untangled?

[pawlean (Pauline P. Narvas)]

Hey, @attendapp!

Let me try and escalate this internally.

In the meantime, I recommend that you contact your payment provider. You may need to dispute the charges with them, or at least ensure no more payments are made.

[vercelscott (Scott)]

Hey @attendapp! Given the sensitive nature of Trust, Safety and Security concerns, we do not expose these in our Support Center and will follow up strictly via email. However, we’re always open to your feedback on this workflow.

Rest assured, the team will follow up with you in due course.

[pawlean (Pauline P. Narvas)]

Hey @attendapp, just checking in to see if you’ve received any updates regarding the Severity 1 incident with your Vercel credentials. Do you still need assistance with this issue, or has everything been resolved on your end?