Ten Days of Silence Is Not How You Treat a Paying Customer — #01275539 / #01283909

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As a Paying Customer, the Silence From Vercel Has Been Deeply Disappointing — Case #01275539 / #01283909

To the Vercel Support Team,

I am writing once again regarding cases #01275539 and #01283909 — and this time, I want to talk about something beyond the technical issue itself. I want to talk about how it feels to be a paying customer of Vercel right now.

I pay for your service. I chose a paid plan deliberately, because my project is a commercial product and I wanted the reliability and support that paying customers are supposed to receive. And yet, since June 26, when I first formally asked for help with an unauthorized 2FA activation that locked me out of my own account, I have received nothing from Vercel except automated case-number confirmations. Not one human reply. Not one status update. Not one acknowledgment that anyone has even read my messages.

I want you to understand what this silence communicates to a customer. It says: your money is accepted, but your problems are not our concern. Because that is exactly what has happened — my payment method has continued to be charged throughout this entire period, while my requests for help have been met with complete silence. Vercel has had no difficulty collecting my money for a service I cannot access, yet has apparently found it impossible to send a single human response in over ten days.

This is genuinely one of the most uncomfortable experiences I have ever had as a paying customer of any service. It is not just frustrating — it feels dismissive. It feels like being told that as an individual paying customer, I simply do not matter enough to warrant a reply. A security lockout — caused by 2FA activation I never performed — should be treated as urgent by any serious platform. Instead, my case has been left in a void with no visibility, no timeline, and no way to even ask about progress, because every follow-up I send disappears into the same silence.

I have been patient. I have followed your official process, twice. I have written polite follow-ups. I have waited past your own stated resolution deadline of July 2. At every step, I have done what a reasonable customer is supposed to do, and at every step, Vercel has done nothing at all. Meanwhile, the commercial launch of my project, scheduled for July 1, has been delayed entirely because of this lockout.

So I am asking, plainly and directly: please treat your paying customers with basic respect. That means a real human response, a real status update, and real action on removing the unauthorized 2FA from my account. I am not asking for anything extraordinary — only what any paying customer should be able to expect from a company of Vercel’s standing.

Specifically:

  1. A human reply to this message, confirming that someone has actually read and taken ownership of my case.
  2. Immediate removal of the unauthorized 2FA and restoration of my account access.
  3. A review of the charges billed since June 26, during which I have had no access to the service I am paying for.

I sincerely hope this message is the one that finally gets read by a person, because the way this has been handled so far has been deeply disappointing — and I would like to believe that Vercel is better than the experience I have had.

Sincerely,
Brian (community username: brianbyw0413)
Case #01275539 / #01283909

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Hey @brianbyw0413-9882. It looks like someone from the support team already picked up your ticket and started the account verification process. You’ll hear from them soon if you haven’t already.

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I also want to provide some more info about 2FA. Your request to remove 2FA poses a bigger security risk that you might realize.

There are strict account ownership verification criteria that the team uses to be sure you actually own the account before they can take any other action. That means it can take some time to handle these requests. Thanks for you patience while they work to ensure everyone’s accounts are safe.

Note: While two factor enforcement can be turned on at the team level, it is otherwise optional across the platform. I’m not aware of any scenario in which it would be turned on without your participation to set up TOTP or Passkey.

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Hi Amy,

Thank you very much for taking the time to respond and for explaining the current status of my request, as well as for the additional context on the 2FA security policy — it helps me understand the account verification process better.

Honestly, any response from Vercel — even just letting me know that someone is working on it, like you did — is genuinely appreciated. I understand there’s a process to follow, but complete silence is simply unacceptable, especially for a paying customer. Thank you for your reply. I’ll push back our commercial launch timeline and wait a bit longer with patience. I’d also really appreciate it if you could help follow up and nudge things along on your end. Thank you.

Looking forward to hearing further updates from the account verification team soon, and thanks again for your help and patience.

Best regards,
Brian
@brianbyw0413-9882

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Dear Amy,

Thank you again for your response. I still haven’t been able to determine why an unauthorized 2FA setup was activated on our account in the first place. However, this is no longer the main concern — what matters most now is regaining login access to our account. I have already provided all the information Vercel requested in both of the support cases I submitted, and I am still waiting for the support team to remove the 2FA restriction on our account.

You are currently my only point of contact with the support team, so I hope you can help convey the urgency of our situation. Due to the concerns and insistence of our business partners, we cannot afford to delay our commercial launch much longer. Our team is already evaluating possible alternatives, including migrating the entire project off Vercel to another hosting platform.

Our project has run smoothly on Vercel after extensive testing, and moving away from Vercel would truly be our last resort. However, we simply cannot afford to wait much longer, as this is a paid commercial project that is meant to be operating in production. I hope you can understand the difficult position we’re in.

Thank you again for your response. I would really appreciate it if you could follow up with the support team once more and urge them to help resolve the 2FA removal as soon as possible.

Best regards, Brian @brianbyw0413-9882

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I flagged it with the team. Thanks for your patience

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Hi Amy,

I just got the reply from the support team — the 2FA lockout has been resolved and I’ve regained access to my account. Thank you so much for following through on this, you’re honestly my angel! :heart::grinning_face_with_smiling_eyes: Really appreciate everything you did to help get this sorted.

Thanks again!

Best, Brian

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So glad it’s solved! Don’t forget to save your recovery codes somewhere safe :smiley:

I’d love to hear more about your project after you launch. Feel free to share in Showcase if you like. It’s always inspiring to learn more about how real businesses use Vercel!