Paid for business subscription but account still reflected as free plan
I have paid for 1 year business subscription for my domain um.ac.id but still reflected as a free plan. I bought business subscription so that I can use partial CNAME setup to keep the authoritative DNS on my end. Please cloudflare staf on discord assist me in upgrading my account from free to business as currently the support I have as a free account is limited to community and discord only.
12 Replies
Please cloudflare staff help escalate my ticket since I havent heard from cust service for my problems:
Ticket # 01056104 - I was charged two times for um.ac.id business subscription ($2400 x 2). Please cancel one of them.
Ticket # 01056228 - My account for domain um.ac.id still reflected as free plan eventough I have paid business subscription in full for 1 year
currently the support I have as a free account is limited to community and discord onlyFree plan can submit account/billing/registrar tickets. We can't help with billing issues in here/no cloudflare billing staff here, most we can do is bump tickets if they are lost/have gone super long without replies. Right now billing is super overloaded, you haven't gotten any replies on those tickets in a while? What do you mean " I can not monitor the ticket as my account is still registered as trial account." in the other thread? Do you get an error trying to access your activites/tickets?
Yes Chaika, whenever I access "My Activities / All Tickets" I get an error "Cannot locate dashboard account" so I cannot monitor the progress of my tickets. Because my account is free plan (I have paid $2400 but cloudflare still does not upgraded it to business), to resolve this error we are redirected to discord and community. So here we are.
If you can kindly bump my two tickets above it will be very helpful
You fall under Account with Paid Services in this case. Did you try creating a "Can't access Cloudflare help center my activities" ticket? Most people say they get instant access after that
Yes I have already tried that and that action opens another ticket which I still can not monitor
and you haven't got any replies on those in a week or so? Can you include that ticket id as well (of the ticket you made about cannot locate dashboard account, if you could include the exact url you get to that error page it may be helpful as well as it includes some debugging info)? would be helpful
These are my tickets
Ticket # 01056359 - Can’t access Cloudflare Help Center My Activities.
https://developers.cloudflare.com/support/account-management-billing/cannot-locate-dashboard-account/?ErrorCode=41&ErrorDescription=Execution+error&ErrorDetails=DML%3AInsert+failed.+First+exception+on+row+0%3B+first+error%3A+UNKNOWN_EXCEPTION%2C+portal+account+owner+must+have+a+role%3A+%5B%5D
Ticket # 01056104 - I was charged two times for um.ac.id business subscription ($2400 x 2). Please cancel one of them.
Ticket # 01056228 - My account for domain um.ac.id still reflected as free plan even tough I have paid business subscription in full for 1 year
Please help. Thanks.
Cloudflare Docs
Cannot locate dashboard account | Cloudflare Support docs
We are making some improvements to our support experience. This could be causing a temporary issue linking your dashboard account ↗ and your Cloudflare Help Center My Activities sign-on information ↗.
eh on second thought nevermind, ignore my deleted message, you got charged $1200 over what it should be, worth escalating regardless
01056104 already has been escalated and assigned, I see your thread on the forums. I'll add that error and other ticket about no access
For clarification you should have access to the ticket system even on free, the fact it's broken is unfortunate and unrelated to your plan
I added that other ticket & info to the internal escalation thread. That's about we can do from the discord at least. 6 Hours ago it was replied to with an agent being asssigned with the status "Escalated" so hopefully a reply during tommorow business hours. Sucks to have such an experience, billing is a mess
Edit: For clarification of your last msg on the community, you should get your support portal access fixed and then be able to see replies/tickets from there
@Chaika Thank you. But one correction, I was charged twice by cloudflare. One year business subscription should cost $2400 but I was charged $2400 x 2 = $4800. Invoice numbers are IN-8154185 and IN-8075575 (See attached). For the support portal, I think this is not only happening to me as I've come across this same topic on discord and community. In the mean time, I'm waiting for the respond from support which hopefully will be relayed by email
Yea the support portal issue definitely aren't happening to just you, there's a status page open for that: https://www.cloudflarestatus.com/incidents/1lqnm2bnbngd
My understanding is they'll just have to manually fix your account. Replies should be visible in the notification emails yea
looks like they're still being slow, I rebumped