My problem is that in the last few days I can't access my account or therefore my voice agents. The account seems to have been temporarily blocked I don't know why. I don't know what kind of documentation is required in this case to solve this issue. I don't know what it's due to, and I already tried to contact you a few days ago without receiving a response. This is the email I receive from you every time I try to log in with my username and password: "Hi, We've detected suspicious activity on your account that triggered our fraud protection systems. Details: Authentication Risk: A recent login attempt was flagged as high risk. Call Risk: Some calls associated with your account resemble patterns often linked to spam or fraudulent behavior. What this means: Your account is at risk of being temporarily blocked to protect your security and the integrity of our platform. In some cases, we may take preemptive action without further notice. What to do next: Please contact our support team immediately for a manual review: support@vapi.ai. We'll work with you to verify your information and, if necessary, restore full access. Thanks for acting quickly to keep your account — and our community — secure.

Hi there, Thank you for your message. Our team is currently out of the office. We operate Monday through Friday, from 9:00 AM to 8:00 PM Pacific Standard Time (PST). We’ll get back to you as soon as possible during our normal business hours. If your message is urgent, please mark it accordingly or include “URGENT” in the subject line, and we’ll do our best to respond promptly. Warm regards, Vapi Customer Support Team

Hello, this is my email address. Thanks a lot sergio.yeray@hotmail.com

Hi Yippiekiyay, I've unblocked your account. Can you please check and let me know if it's working?

Hello, I'm still having problems. I can't access. I received the same email as before. I can't even perform the password recovery action.

Hi Yippiekiyay, can you send me a screen recording video that walks through the issue you are facing? It would be easier for me to understand your issue and help you out with it.

Hi Yippiekiyay, Could you try using a different browser, please? It might help with the access issue.

Hello, I'm sorry I didn't answer before but it has been impossible for me due to work issues. I just tried with several browsers, deleted cookies and incognito mode and I still have the same problem.

Hi Yippiekiyay, Can you provide me both email addresses so that our team can work on this in a polite way?

Hello, of course. My current email that is giving problems is : sergio.yeray@hotmail.com. We can change to: sergio.zafra@iberiqai.com

Hi Yippiekiyay, thanks for sharing your details. Our team will look into it and get back to you soon with an update.

But I have a question... it doesn't allow me to log in with the current email. How can I modify my account email if I can't access it?

Hi, Can you try using a different browser? I've also sent you a magic link, so please give that a try as well.

I still can't log in with my current account email even changing browser or trying it in incognito mode. I have not been able to use the Magic link because they had already expired. If you could send me another one to try again. I'll be waiting so it doesn't expire

Hi, you can try using this temp password. Email: sergio.zafra@iberiqai.com Temp Password: IxYyupZXXMj@8Kg2

Hi, My problem is with the account sergiuo.yeray@hotmail.com. With the email sergio.zafra@iberiqai.com, the system tells me the email address isn't validated. And I'm not even sure if this will allow me to recover my previous funds and credits from my old account. Ultimately, I haven't been able to access it because of the error verifying the new email address.

Hi Yippiekiyay, I can transfer your previous credits to your new account.

Perfect. What about my existing workflows? So, can I create a new account for the email address sergio.zafra@iberiqai.com, verify the new email, and once the new account is set up, contact you through this channel to transfer the credits and workflows created in my previous account? That would be a valid solution for me.

Hi, Can you create a new org and then add me to that new org? Let me know if you run into any issues.

Hi, I need an email address to send the invitation to the organization, right? If you could send me that information. If there's another way to do it, like through an invitation link, etc., I haven't seen it.

Hi Yippie, We’re extremely sorry for the inconvenience you’ve experienced from our side. I’m currently treating this as a high-priority issue and actively looking into it. We’ll keep you updated as soon as we have more information.

Hello, I am unable to access the platform. I can provide the last 4 digits of the card: 9313 I have attached identifiers extracted from a local JSON file that appears to correspond to a Vapi assistant: - Organization ID (orgId): 0b337075-319c-464b-adcc-cdd4ce7decfc - Assistant ID: e318b25d-cfce-405f-8311-816f41e3b84f - Version ID: 775f2082-050e-11f1-8589-a3b8e11b2ad6 - Version creation date: 2026-02-08T16:51:51.560Z Note: I believe the agent was deleted, as it was a test file. The file also contains a system prompt with clinical information (HIPAA). Would you like me to attach the complete JSON file, or would you prefer I provide it through a secure channel? Thank you. https://cdn.discordapp.com/attachments/1477758000654450920/1509120918348365874/Agente_Vapi_eliminado.txt?ex=6a1805e1&is=6a16b461&hm=c8183e4744b7a053109f94de7466bc0cd27f722267dafc5e8af9d1ad47ba96d9&

Hi, Thank you for sharing Org Id helped us to find your account. We have added your other email to that account. Please login and check. Thank you https://cdn.discordapp.com/attachments/1477758000654450920/1509193922763821126/image.png?ex=6a1849de&is=6a16f85e&hm=a6bc7fa3430a7dd63d697ffd89f900c60478f7b0ff31b394f8a6b0d971b91a92&

Solved, thank you very much!

can you please change channel to 'weekly' from org setting and try again

Solved, thanks