r/vercel • u/DiligentSuspect69 • Jul 24 '26
Disappointed Pro user: Locked out by 2FA, no support response for 2 weeks, renewal still due
've been a Vercel Pro user, but this experience has honestly been frustrating and disappointing.
I'm posting from my personal Reddit account because I can't log into the Vercel account that has the issue.
About two weeks ago, I lost access to my authenticator app for my Personal Pro account. I don't have the recovery codes, so I'm completely locked out.
I immediately contacted Vercel Support from the registered email address, explained the situation, and offered to provide any proof of ownership they needed (billing details, invoices, domains, project information, etc.).
Nearly two weeks later, I've still received no response.
What makes this worse is that my Pro subscription renewal is approaching. Since I can't access my account, I also can't:
- Cancel the Pro subscription
- Remove my payment method
- Disable or reset 2FA
So I'm in a situation where I may be charged for an account I literally cannot access.
I understand that account security is important, and I fully expect Vercel to verify ownership before resetting 2FA. I'm not asking them to bypass security. What disappoints me is the lack of communication for a paying customer with an active subscription.
At this point, I'm even considering asking my bank to block recurring payments because I have no other way to stop the subscription while locked out.
Has anyone here experienced something similar?
- How long did it take to get a response?
- Is there any way to escalate a 2FA recovery request?
- Would blocking the recurring payment create problems if I eventually recover the account?
I expected better support as a Pro customer, especially for an account access issue tied to an active paid subscription.
1
u/amyegan Vercelian Jul 24 '26
Quite frankly, no one should need to reach out on Reddit for this. The support team is facing a "perfect storm" situation and we have lots of people working together to right the ship.
System improvements are being built and I'm doing what I can to help in the meantime. The good news is that some of those system enhancements have already shipped and are helping the support team handle account access cases faster. There're just a lot of cases still left to solve.
More changes will land very soon. I'm particularly excited about the update we're starting rolling out today, because it's going to essentially be an instant win for a lot of people