My paid Business domain was automatically deleted, been unable to get any support
Hello! We paid for the Business tier on a domain we've been preparing to switch to Cloudflare. On the 9th I received an automated email that our domain, without warning, was deleted. It included a link to instructions that if this was done in error, how to recover it. I followed the instructions which, while it did allow me to recover the DNS zone, has lost the paid "Business" tier that was associated with the domain. Because of this, I now have ZERO access to any kind of support. I created a billing support ticket, but all that did was kick off some kind of automated email claiming our domain deletion was done in error, and offered a $5 credit (LOL). Then the ticket was marked as solved. I'm at my wits end with this, and figured I should beg for help here. I paid for a year of the Business plan, can anyone help me get in touch with the support I'm entitled to so I can get this resolved promptly?
15 Replies
For reference, this is the automated response I got to my support request.
Best bet is to respond on the ticket saying your plan no longer has business plan on it and you need it added back.
I've done that
It was just marked as "solved" with no resolution or contact from anyone
It should reopen the ticket on response
I've sent emails to the sales guys I engaged with last year pleading for help, no response from them either.
What’s the ticket number. I can see if I can escalate it
3184070
Thank you
Escalated.
Outstanding, thank you!
Hey@RogerWilco486 I flagged your ticket to the billing team, the auto solve was an unrelated action by the bot since you did not respond to its original automated response (the one suggesting the community, not the $5 one). Regardless the bot was wrong, and the ticket is now open. Sorry for the issues.
Thank you! I just reviewed the emails and the only other auto response I got was one telling me since I don't have a paid plan, I'm only entitled to support through the Cloudflare Community.
That's the one, but it should not have triggered since Billing tickets are exempt from that ruling (as are Account and Registrar tickets)
So it was a mistake, sorry about that
Rest assured the ticket is now in the correct queue and will be handled by the Billing team as soon as they can
This entire situation has been pretty aggravating. Can you see what triggered the deletion of the domain in the first place? We have been in the staging process of putting this into production, where all of our order entry systems , product configurator portal, etc are handled. It certainly doesn't look good from a customer prospective.
I have a rough idea and left an internal note on the ticket, but as I don't have expertise in this area I will defer to the Billing team who will get back to you on the ticket when they can
Totally understand it's not a great situation
Put yourself in my shoes. We paid for the Business tier, that somehow gets randomly deleted, I'm isolated from ANY kind of formal support that firewalls me from contact with a human who can decipher what I assume to be some kind of weird edge case issue, and I'm forced to join a Discord server find a path to resolution.
Either way, please know I am certainly grateful for your help!