Continuous billing after tenant deletion / Password reset email not arriving

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1

Hi Auth0 Team,

I am writing to request urgent support regarding account access and unauthorized recurring charges.

Summary of Issue:

  • Tenant Action: Approximately 2 to 3 years ago, I downgraded my subscription and deleted my tenant(s).

  • Continuous Charges: Despite canceling and deleting my tenants, my card has continued to be charged regularly over the last 3+ years. Looking through the Community Forum, I see numerous other users reporting this exact same issue of being billed after canceling and deleting tenants.

  • Account Lockout: I am unable to log in to manage or cancel my account. When attempting to use the password recovery flow, no reset email or code is delivered to my inbox (I have thoroughly checked all spam/junk folders).

Because I am locked out, I cannot access the standard Auth0 Support Portal to open a billing ticket.

Requested Action:

  1. Reach out via Direct Message so an authorized agent can manually verify my identity.

  2. Immediately stop all future recurring billing attempts on this account.

  3. Review the account history after my tenant deletion and issue a refund for the charges incurred after cancellation.

I am ready to share my account email address, billing invoice details, and previous tenant names securely via DM once a staff member responds.

Thank you.

3

Hi @br4mber

Welcome to the Auth0 Community!

I understand that you have been billed for a long time after your subscription cancellation and are not able to access your tenant.

Please send a DM ( Direct Message ) to our @support group, forwarding all the information provided and confirming the email address of your Auth0 account and the name of the tenant where you are encountering this issue/that is being billed. You can click on " support" mentioned above and should have the option of sending a message to the group. The DM creates a private conversation where more sensitive details can safely be shared with us for troubleshooting.

Looking forward to your DM!

Have a great one,
Gerald

4

Still no response in dm,

5

Hi @br4mber

Thank you for the ping!

We have received your DM and replied in order to move forward with resolving the issue for you. We can continue the conversation over the DM thread.

Have a great one!
Gerald