Account Compromised - Cloudflare support MIA

I believe my account has been hacked. I tried loging into my account today and it said my psw is not working. I then proceed to click reset psw, and it allows me to reset. However, when I try logging in with new psw it says I need to enteer my 2fa... but I have never setup 2fa. I then click the "try recovery" button and it says it doesn't recognize my device. When I try to open a support ticket it requests that I log in. This is very strange and it appears that I am fully locked out of my account. I went into my email history to check login logs, and noticed an IP from out of my country has been accessing my account all week. I don't know what to do here, I tried calling support but they were no help. There is no email I can contact and I feel hopeless. I have hundreds of domains in this account.
13 Replies
Chaika
Chaika4mo ago
?account-recovery
Flare
Flare4mo ago
These links may help, but they only work when logged out. You can always use an Incognito Window or a Private Window to ensure you're logged out. If you know the email: https://dash.cloudflare.com/forgot-password If you know the email and have 2FA or email delivery issues: https://dash.cloudflare.com/login-help If you don’t know the email: https://dash.cloudflare.com/forgot-email
Chaika
Chaika4mo ago
can use login-help one to submit a ticket without logging in
Sergio
SergioOP4mo ago
So I confirmed my email has a cloudflare account by using the bottom link you shared
No description
Sergio
SergioOP4mo ago
Then I used that email in that cloudflare confirmed existed to submit the second form. And it says "in order to submit it will send an email"
Sergio
SergioOP4mo ago
This is the email it sent
No description
Sergio
SergioOP4mo ago
This makes no sense because cloudflare confirmed that an account exists with my email. But then contradicts itself saying it "doesn't recognize my email as a valid cloudflare account"
Chaika
Chaika4mo ago
Interesting, but you can password reset with that email up to the point of 2fa?
Sergio
SergioOP4mo ago
Yes @Chaika Which means the only possibility is that this is a cloudflare system issue @Community Champion @Cloudflare (Server Owner) @Helpflare Can anyone help please, this is completely outside my control
Unsmart
Unsmart4mo ago
?pings
Flare
Flare4mo ago
Please do not ping community members for non-moderation reasons. Doing so will not solve your issue faster and will make people less likely to want to help you.
Walshy
Walshy4mo ago
Pls go through this flow We cannot help with login issues here.
Sergio
SergioOP4mo ago
I went through the entire flow. As shown in my images. Please review them and you will see that there is nothing I can do, and that I have no way of contacting support or resolving this issue on my own
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