Urgent: Imminent Service Shutdown Due to Unresolved 2FA Lockout (Cases 01298965 & 01298964)

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1

Hello Amy Egan,

I am experiencing the exact same issue. I never intentionally enabled two-factor authentication (2FA), yet I have been completely locked out of my account because I am being prompted for a 2FA code that I do not have.

After searching through your community forums and other discussions, I have found that many other users have reported this same problem.

I followed the official account recovery process and submitted every piece of information requested by Vercel to verify my identity and disable the unexpected 2FA prompt. Unfortunately, despite waiting for days—now stretching into weeks—I have received no meaningful update or resolution. My support cases are 01298965 and 01298964, and my community thread is OxfhCYvRJGqHuPLxYVVL60E::.

The most frustrating part is that I am unable to access my account to deploy updates, security patches, or maintain my live production applications. At the same time, Vercel continues attempting to charge me for a service that I am effectively locked out of and unable to use.

To make matters worse, I recently received the following billing notice:

Payment failed and shutdown coming soon

We failed to charge your card ending with 6312 for the team Dext Technologies’ projects. To avoid disruption, update your billing information immediately and pay the invoice.

This is the final charge attempt. Without action, your applications will be shut down.

This puts me in an impossible position. I cannot access my account because of the unresolved 2FA issue, yet I am still expected to manage billing and maintain my services. It is unreasonable to continue attempting to bill customers while they are locked out of their own accounts due to an unresolved authentication problem.

I would greatly appreciate it if someone could manually review my cases and either:

  • Disable the unexpected 2FA on my account after verifying my identity, or

  • Provide another secure method for me to regain access.

At this point, I simply need access to my account so I can continue maintaining my production systems and manage my subscription appropriately.

Thank you.

2

Your situation is the same as mine — being charged by Vercel while completely unable to access our account is unreasonable and unacceptable. Just days before our commercial project was set to launch, we ran into a situation where an unauthorized 2FA setup locked us out of our account entirely. As a result, we had no choice but to postpone our official launch date.

It’s now been more than ten days since we first lost access, and despite repeatedly emailing for help, we’ve received no response at all. Vercel really needs to look into why so many users are having 2FA activated on their accounts without authorization in the first place. I understand that removing 2FA involves some process, but taking time to handle it is one thing — receiving no response whatsoever is another. Across the whole community, it seems like Amy is the only one responding to users at all. I have to say, Vercel is doing a genuinely poor job when it comes to resolving customer issues and needs, especially for paying customers.

Hang in there — hopefully both of us get this sorted out soon.

Brian

3

Thanks for sharing this. Unfortunately, it appears this issue is affecting more users than just isolated cases.

In our situation, the impact has gone far beyond simply being unable to log in. We have several very important updates that have already been developed, tested, and are ready for deployment, but the entire team is currently blocked with no way to proceed because we cannot access our account.

Management is now putting pressure on us because these pending updates are urgently needed by our users to properly complete transactions and continue using our platform effectively. We are being asked for timelines and deadlines for when these improvements will be released, but at this point we have no answers to provide because the resolution depends entirely on regaining access to our Vercel account.

The frustration is growing because this is affecting real users, business operations, and our ability to deliver planned improvements. This situation is especially concerning for a paid service where customers rely on the platform for production systems.

What makes this even more frustrating is that we are now receiving payment failure warnings and threats of service shutdown for a situation that was caused by us being unable to access and manage the account in the first place. We understand the importance of security checks, but leaving paying customers without access or meaningful communication for an extended period while their production services are at risk is simply unacceptable.

Hopefully Vercel can urgently review these cases and provide a proper resolution path for everyone affected.

4

VERCEL
VERCEL1915Ă—866 5.08 KB
Now as you can see, as a paying customer my services are down and there is nothing I can do about it and it is all as a result of your poor customer service response times.

5

@amyegan Can you please look into this issue for me? It has become so frustrating that we had to migrate all our projects to AWS Amplify because deployment was paused by the vercel team and we couldn’t even resolve the payment issue because we still had no access to our account.

6

@blackcreed The team let me know they removed 2FA for you just now. Please let me know if you still have any trouble with it. And don’t forget to save your recovery codes in a safe place!

7

Thanks a lot @amyegan it has been removed and I have enabled it and kept everything safe now.

8

We are seeing the exact same issue and have not received any reply from Vercel support yet. We never enabled 2FA.

9

Sorry about that, I hope they come to your rescue on time.

10

@cody-warp I have a hypothesis for a workaround. Have you ever signed in on another device where you might have set up a passkey? If so, please try logging in from that device and let me know if that works :folded_hands:

Regardless, I can check on the case status for you if you have give me the case number

11

Hi @amyegan Thanks for the response. I don’t believe I have ever signed in on another device.

I never received an actual case number for some reason. The only thing I received was an account recovery request thread - hIFYq_tfJ_yCg77VH5CsZkE. Below is the screenshot of the email I received from Vercel. I replied to that saying that I supplied all of the info in the account recovery form, but have not heard back. Thanks in advance.

[image redacted]

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Following up here as I still have not received any response from Vercel support

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I’m so sorry to hear you’re still waiting :frowning:

I confirmed the case is assigned to the right specialist team to handle account verification an 2FA changes. Asking the team about it to see if we can get it solved more quickly

15

I got the same situation as you guys and now I cannot do anything about my deployment. I need to access my account as soon as possible as I have an urgent changes to do on my site. Please someone from vercel team help me

16

Hello @amyegan I am unfamiliar with how this really works, all I know is a former employee set up the accounts for the company and when he left we had access to the account and all was well and good, but now we are locked out and I have no access to the 2FA, even though I have access to the email login and everything else. It is super Urgent for us to remove 2FA so we can access our account. When we login its send confirmation to our email but then when we enter that it asks for firther verification. I provided all the requested information and nothing has been sent to me, if you could pls help me. Thanks

I have followed the process completed all the information sent the info regarding proof of payment, emails, phone numbers etc…

17

If you need help accessing your account, please use the account recovery form at vercel.com/accountrecovery to open a support case with the account recovery specialists.

Vercel takes security very seriously. Removing 2FA may seem like a small thing, but changing login details is an account security risk. We need to be completely sure that you are who you claim to be when attempting to get account access outside of the usual login process. That’s why account access cases involve an ownership verification process with strict criteria to keep everyone’s accounts safe.

We appreciate your patience while the support team works to resolve all cases as quickly as possible.

19

It looks like a few of you in this thread have gotten back into your primary accounts at this point.

For anyone still waiting, I wanted to share that we shipped a new 2FA recovery option that’s much faster than waiting for a person to help. If your account is eligible, you can use this method for an instant unlock:

20

I’m also having trouble with 2FA; could you disable it for me? I opened a ticket a while ago, but I still haven’t heard anything.

I urgently need to access the projects.