Hello,
I am writing regarding an ongoing account lockout issue and its billing implications. I have submitted this request twice now, under two separate case numbers, and have not received a meaningful response to either:
- Case #01275539
- Case #01283909
Summary of the situation:
- My account was locked due to unauthorized activation of two-factor authentication (2FA).
- I first submitted an account recovery request under Case #01275539. The original resolution deadline for this case was July 2, 2026, which has now passed without resolution.
- I subsequently submitted a follow-up request, which was assigned Case #01283909, and have still not received a substantive reply.
- My account remains completely locked, and I am unable to access or use any Vercel services.
- Despite this, I am still being billed for the service during this entire period.
I understand that account recovery and billing may be handled by different teams, but given that I have now submitted this issue twice without a response, I would like to request that these two issues be addressed in parallel and escalated appropriately. Specifically, I am asking the support team to:
- Consolidate Case #01275539 and Case #01283909, and provide a single clear point of contact for follow-up.
- Review my billing history and pause or suspend charges for the period during which my account has been inaccessible.
- Consider a refund or credit for any charges incurred while I have had no access to the services I am paying for.
- Provide a concrete update on the status of the account recovery process, including expected timeline.
This situation is directly affecting my business operations. Submitting the same issue twice without any response, while continuing to be charged for a service I cannot access, is an unreasonable outcome. I would appreciate a prompt response addressing both the billing concern and the account recovery timeline.
Thank you for your attention to this matter.
Best regards