Title: Locked out by 2FA I never set up, Pro team account, recovery case 01490997

Hi Vercel team and community,

I'm locked out of a Pro team account. At login I'm asked for an authenticator app code for a 2FA method that was enabled without my knowledge. I never set up an authenticator app, and when I use the email recovery option and enter a correct recovery code, it loops me straight back to the 2FA screen instead of logging me in.

What I've already tried:

Email + OTP login, still hits the 2FA wall
"Continue with GitHub" (the linked provider), still hits the 2FA wall
Entering a valid recovery code on the 2FA screen, loops back to the same screen
Submitted a support case on Aug 26. Case 01490997. Only an automated response so far.

Context: This is a paying Pro account with a team, and production applications are currently affected, so it's time-sensitive. I have full access to the account email and to the linked GitHub account, and I control the DNS for the domains on this account, so I can publish a TXT record with any string staff specify as proof of control. I can provide any other proof of ownership needed.

Two requests:

Could a staff member please help escalate case 01490997?
Could this be team-level 2FA enforcement rather than something I enabled myself, and if so, what's the fastest path to resolve it?

For security I'm not posting the account email here, but I'm happy to share any details privately with staff. Thanks for any help.

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.

Hey . I found your case and confirmed it's assigned to the right team. You should receive an update from them soon