How do I contact Cloudflare for support?
I have been experiencing issues with a paid product for over a year. I submitted a support ticket to Cloudflare (Case: 01205942) more than three months ago, but I have yet to receive a response.
I’ve also posted in the support forums, but the responses there are mostly from the community. When a Cloudflare employee does respond, the ticket is closed without actually resolving the issue.
Additionally, I’ve asked for help in the stream channel on this Discord server, but again, it seems to be community support only.
I urgently need to speak with someone at Cloudflare who can help resolve my issues. I don’t know what else to do at this point, but I can’t continue paying for a service that isn’t working.
8 Replies
they responded on https://community.cloudflare.com/t/cloudflare-stream-not-streaming/716809/8 and you never responded back
it's locked now but it def doesn't instantly lock, at least get 2 days after last response and it looks like it was manually unlocked a few times, I can unlock again if you're ready to respond
That is what prompted me to ask here. I got an email saying to rate the response, but I was never notified of the actual response. The response also did not solve the issue, and I was unable to reply because it was locked. I need to speak with somebody at Cloudflare who has access to logs. I don’t believe Community Support is going to help, as the issue involves receiving the data back from Cloudflare's servers. I would rather have a conversation through the official support tickets where staff have access to my account.
Hello? Why is it so hard to get a response to a support ticket?
The one and done responses are not constructive. I'd like to have a real conversation so we can figure out the issue.
It's a little ridiculous to be honest. I'm not even a free customer. How is this acceptable?
Champs/Greenies like myself are just community volunteers who try to help out. There's only really two things we can do in this context:
1. I can unlock that post (it'd get re-locked within 2 days with no response, which is why I asked you instead of just doing it)
2. We can escalate tickets, which your ticket already was, and the last update on it was just that it was pending your response
If you can't access the support dashboard to see the response and say you never got an email about it, make a ticket about no access via https://developers.cloudflare.com/support/account-management-billing/cannot-locate-dashboard-account/, reply with ticket id in here or on forums and I can throw it in the existing escalation thread for this on the forums.
I see you said
I would rather have a conversation through the official support tickets where staff have access to my account.but imo you'd have the best luck just replying to TSmith's post on there and then going from there Otherwise, not a whole lot of options. Stream and all the streaming tech is not my area of knowledge so I won't attempt to suggest anything other then trying what tsmith said, I'll just comment that this issue is isolated/plenty of people use RTMP and stream without issue, and Cloudflare just is not good at dealing with isolated non-reproducible issues, same as Google or any big company these days sadly. Any big issue would get fixed quickly, but you step out of that into the realm of software not theirs being involved/something requiring lots of back and forth and specific care, and it just doesn't quite work.
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 ↗.
Thanks for your response. I appreciate you trying to help. I understand that your resources are limited in what you can actually do to assist, which is why I wanted to speak with a staff member who can access my account data.
1. Please unlock the forum thread. I will make sure to reply first thing in the morning tomorrow.
2. I assume you're referring to support ticket #01205942 at support.cloudflare.com? If so, I do have access to that ticket, and it contains nothing but my request for help and multiple request for a response. Nobody else has responded, and that ticket was created on September 25, 2024. If you’re seeing anything different, there must be an issue. I can provide screenshots showing that I have been the only one in the conversation.
Thank you again for your time.
Sure, unlocked
I assume you're referring to support ticket #01205942 at support.cloudflare.com?Hmm, I can't see the ticket itself/anything internal, just Customer Support responses to the forum escalation. The last thing that was said by them was just "Still no response from customer.", but looks like they may have been referring to the thread and not your support ticket then
Is there anything else you can do to try and expedite an answer? It has now been 19 days since you unlocked the thread and I responded.
Let me escalate
Apologies for this
Thank you for your help. 🙂