Paying a subscription fee for poor service
I am a paid subscriber and was initially satisfied with Eleven Labs. My account has 2 Factor Authentication. I changed my cell phone number on 8/1/25. Of course, when I tried to login in on 8/2/25, I could not since my phone number was changed. Completely understood that. However, there was no other option to change my number as other companies with 2FA have. I submitted a ticket after interaction with their AI on 8/2/25. To their credit, I immediately got an email asking specific account info to verify my identity. I immediately did that and was told the 2 FA would be removed as the ticket had been escalated to the team who does that. I understood that. No problem thus far. FIVE (5) days later (8/7/25), I am still waiting and cannot access my account. I sent a follow-up message and still no response. Since I needed the voice recordings for a project I am working on, this has proven to be a really bad situation. With a paid Eleven Labs subscription I cannot use, I now have to spend more money to find another service so I can finish my project. I cannot even stop the Eleven Labs subscription.... because I can't get into the account. This is by far the worst customer experience I have ever had. People change their phone numbers. This should be considered, and Eleven Labs should have options for customers with 2FA, rather than just have them locked out.
August 2, 2025
Unprompted review