How to get in touch with cloudflare support as a business customer?
Hi Folks,
Posting here in hopes that someone has advice.
I signed up as a business customer two days ago, but cannot chat with support without getting this redirected to this page: 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
I submitted a case two days ago as instructed in the article, and then another case today, and just haven't gotten any response. I submitted under P1.
How long does it take for support to reply to business customers? Has anyone encountered this issue and solved it?
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 ↗.
30 Replies
You should have the option to use live chat in the bottom-right on the Cloudflare dash
some adblockers/extensions do block the live chat however, so may want to double-check that
Ah nvm, I just realised that the live chat goes through Salesforce now, from which you're getting that error. Let me see if I can poke someone for you
Do you have a account ID you can share? @Max
or a case number
Yeah, exactly. Much appreciated @Peps , anything you can do would be awesome.
Case ID from two days ago is 01063295 and I threw in another one a couple hours ago just to try something, ID 01066137
(I tried both Safari and Chrome, I don't think it's adblock)
Just in case, can you also share your account ID?
yeah it's definitely not adblock unfortunately. Cloudflare very recently migrated their support system to Salesforce, and they're still ironing out some last bugs, and seems like you ran into one of those
@Peps Account ID: db59eb944db359472048f5e9a5dbc7d7
perfect, ty. I'll escalate those case IDs and account ID, so hopefully someone will get back to you soon
Appreciate it @Peps , thank you for the help.
Ping me in the esc pls. Trying to track these
Hi same problem for several weeks new. Is there a way to contact support ?
can you share any ticket numbers and account id like was done above?
@Walshy @Peps Appreciate you two trying to escalate it, I haven't heard anything and couldn't wait any longer so I just finished migrating my R2 to Tigris Data. I had boto3 so it was pretty much plug and play.
You can cancel the escalation, or give the feedback through the appropriate channels. I also submitted a refund request for Cloudflare business.
Like I said, really appreciate you two responding here (you're the only folks who have gotten in touch) but can't wait any longer. Hope the issue gets sorted for other folks in the future!!
I did get a response that they were internally escalating your ticket further, but weird to hear they did not respond to you
Thanks for the feedback, I'll make sure to forward it
@erisa hi I have several ticket numbers 🙂 here are they
Zendesk Ticket ID: 3250240
Salesforce Case ID: 00977041
Your request (01020174) has been submitted,
The request (#3250240) has been updated
@Erisa I think I missed to ping you sorry I give you the ticket number I have.. Since the salesforce migration I cannot access at the tickjet support anymore so I cannot see if some are opened or closed.
Thanks, I opened a community escalation for your tickets so someone should be in touch soon hopefully
thank you @Erisa
@Erisa @Peps
Could you help me with my support tickets as well? I'm recieving email that the tickets are closed since I didn't respond to them, but there is no way to respond to those since the portal is off.
Account id: b4a4877dee7fa8d9fa0612c4c0e376c8
Tickets: 01062368
01129932
01063453
You can directly reply to the ticket email. Cloudflare is aware of some tickets not being accessible in the portal, but if you got a email of the ticket, then you can directly reply to that instead
That's what I try to do but no responses for over a week now.
I've paid for the services that I can't use for some reason and I get no support in finding what went wrong. But our credit card was charged.
hmm yeah that's odd
I'll forward it to someone from support so they can take a look again
btw when you say the portal is off for you, what do you mean exactly? Any errors you're getting?
I'm just getting redirected to
So i can open a case but I can't see any status of it
can you send the URL of that page?
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 ↗.
sometimes the URL will contain some useful info
perfect, thanks
getting it escalated to someone
thanks!
@Peps any luck on escalating the ticket? It's been another week since no replies
It's been escalated, but nothing else I can do to help unfortunately
I also have the same issue as many in this post. Just upgraded to business this morning hoping to get support and instead i've been getting redirected the same url/error as jacekd. I tried to submit the support request as suggested in the link but nothing yet.
ticket: 01204229
account: 645aa4939ea9ecf1dd870f9fa914c194
hi
This is the first time in my life when I need to look for support on some unofficial discord channels for a service I pay...