HTTP Error 403.14 - Forbidden - Help me
Hello Cloudflare Support,
I am from Brazil and I work in the IT department at Shopping Vida. We are experiencing an issue with our website, "www.atakashow.com.br," which is currently down and showing the following error: HTTP Error 403.14 - Forbidden.
The issue appears to be related to our Cloudflare configuration. A former employee, who was responsible for setting up and managing our Cloudflare account, was recently let go. Since then, we have lost access to the account, as the recovery email is linked to the former employee's personal email, which is not associated with our corporate email. We no longer have contact with this individual, and the recovery options for the Cloudflare account are inaccessible to us.
We have some details about the website and its configuration, but for security reasons, I will not disclose them here. However, I did run an nmap scan and gathered some information about the site's open ports.
Our website uses Cloudflare as a proxy, and it has multiple open ports for HTTP and HTTPS services. It is strongly protected, and several SSL certificates are in place for encryption. Despite this, we are receiving the "HTTP Error 403.14 - Forbidden" message when trying to access the site.
I have tried calling the Cloudflare support numbers listed on the website, but unfortunately, I haven't had any success in getting through. We are seeking a concrete response to this issue, as we need our website to be active again, and the support available in Brazil is very limited.
Could you please provide the correct contact email or any necessary steps we can take to resolve this issue as soon as possible?
Thank you for your assistance,
David Rodrigues
IT Department, Shopping Vida.
19 Replies
HI David. If you’re seeing a 403 error without Cloudflare branding, it usually means it's been returned directly from the origin web server, not Cloudflare.
?account-recovery
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
Hi @Vero !
I hope this message finds you well.
I am reaching out for assistance with two issues we are currently facing.
Firstly, the support team from LocalWeb informed us that our DNS zone is currently deactivated. They mentioned that there are no issues on their end and advised us to contact you for activation.
Secondly, we need guidance on recovering our account password. Unfortunately, we do not have an email address linked to the account, as it was associated with a former employee. We have tried to follow the steps outlined in various forums, but we are unable to proceed without the linked email.
Could you please assist us with activating the DNS zone and provide instructions for recovering our account access?
Thank you for your help!
Hi. Here's how you can activate your site: https://developers.cloudflare.com/learning-paths/get-started-free/onboarding/add-and-activate/
Cloudflare Docs
Add and activate your domain | Cloudflare Learning Paths
For most customers, adding and activating your domain on Cloudflare is straightforward.
Since you don't have the account email, have you tried this link https://dash.cloudflare.com/forgot-email ?
Then, regarding the domain settings that were already linked to the account, will they sync the same, or will it be necessary to configure everything again?
If so, concerning the other account we lost access to, will those settings be lost?
Thanks!!
@Vero On October 8th, we received an email asking us to renew the domain at the old email of a former employee. However, we are unable to receive emails like "reset your password."
If the domain has already expired, would that have any implications in this step-by-step process?
We have already tried the link 'https://dash.cloudflare.com/forgot-email', but the email is not being received at the former employee's old corporate email."
It seems like atakashow.com.br hasn't been configured yet, it's inactive and doesn't have any DNS records yet on Cloudflare
Since the domain hasn't been activated and you don't have access to the account, you could add the domain to another account you have access to and change the nameservers at your domain registrar
@Vero
Okay...
LocaWeb informed us that there is a 72-hour period to verify the website. There have been some changes regarding the account configuration; we managed to update our username, which was previously under the name of a former employee. What concerns me is whether the website will really become active again.
If we previously had a paid plan on Cloudflare, will we need to pay again?
Because it would now be a new account, right?
There is no account linked to the account we lost access to. If you're referring to that, we wouldn't be able to access a new account and change the nameservers. What we could do is create a new account, but I'm not sure if that would be the right thing to do.
What concerns me is whether the website will really become active again.atakashow.com.br has been removed and then recently added to another account where it isn't active on Cloudflare because it hasn't been configured yet, and the person who added that website hasn't even chosen a plan for it. So yes, you can create a new account (it doesn't have to be linked to the old account), add the domain to that account, and activate it following this guide https://developers.cloudflare.com/fundamentals/setup/manage-domains/add-site/
Cloudflare Docs
Add a site | Cloudflare Fundamentals docs
Follow these steps to add your website or application to Cloudflare. Once your domain is active, your web traffic will proxy through Cloudflare, which speeds up and protects websites and services on your domain.
Hi!! @Vero 🐙
In the previous Cloudflare account we used, we always paid a specific monthly fee. Will we need to pay a new monthly fee for the new account, even though we have already paid for this month? Is there any way to link it or transfer the existing payment?
Also, the link you provided is broken.
Could you provide another link?
The free plan has a setup period, or once it's configured, no further changes are needed? What is the difference between the plans?
The link works for me, what do you see on it?
Hi!! @Erisa
It is showing an error: "HTTP Error 403.14 - Forbidden."
I have attached a photo.
Thanks but I was replying regarding the link Vero sent https://developers.cloudflare.com/fundamentals/setup/manage-domains/add-site/
Cloudflare Docs
Add a site | Cloudflare Fundamentals docs
Follow these steps to add your website or application to Cloudflare. Once your domain is active, your web traffic will proxy through Cloudflare, which speeds up and protects websites and services on your domain.
Hmm, I see that the domain in this screenshot is not the same as the one you mentioned initially. It’s not atakashow.com.br, but atakashow.com, right? atakashow.com is already active but it isn't on a paid plan.
If you cannot access the email associated with atakashow.com, you’ll need to set up this domain on a different account. To do this, please follow the instructions for moving domains between accounts: https://developers.cloudflare.com/fundamentals/setup/manage-domains/move-domain/. You’ll need access to your domain registrar to update the nameservers.
Cloudflare Docs
Move a domain between Cloudflare accounts | Cloudflare Fundamentals...
You will have to move or transfer domains from one Cloudflare account to another if you:
I wanted to clarify that the Cloudflare account is registered under the name of a former employee. Localweb reported that the DNS zone is down, and this seems to be something that Cloudflare could help resolve.
It's also worth noting that the site was accessible through both "atakashow.com" and "atakashow.com.br."
I’m wondering if it’s really necessary to have a paid plan to get the site up and running. Would the "Free" plan suffice for this purpose?
Additionally, regarding the DNS settings, is there any way we can discuss this over the phone with someone from Cloudflare? That might help us resolve the issue more efficiently.
Hey, I can confirm this is not Cloudflare returning this page
Localweb saying "DNS zone is down" likely means they're not seeing the IPs they expect (Cloudflare is a proxy, you see Cloudflare IPs)
What I'd do as a first step is disable the proxy on the DNS record - https://developers.cloudflare.com/dns/manage-dns-records/reference/proxied-dns-records/
If the site starts working then you'll need to work with Localweb to figure out why they don't like Cloudflare in front.
If it still does not work, you should still contact Localweb and figure out why they're returning a 403
Disabling the proxy removes the request from going through Cloudflare at all, it will go directly to the origin.
The headers confirm this is coming from the origin, these "x-powered-by" headers are being set from the origin. Additionally, CF-Cache-Status is DYNAMIC meaning we returned the origin
https://i.walshy.dev/n9fBsVdtYIS8HSJe8r.png
If you don't have access to the Cloudflare account where this site lives then yes, you'll need to move it. The domain is registered with enom.com, so if you add a site in Cloudflare under an account you control, it'll say to change nameservers. You will need to go to enom.com and do that there to the new nameservers provided.
and no, you don't need a paid plan for that. You can move your domain to another account and keep using the free plan