Unable to Upgrade
I get this message every time I try to upgrade. I check the billing and there's NO outstanding bills.
I have a support ticket that has gone unanswered for 14 days now. How can I upgrade???
84 Replies
Anyone have any idea what the heck I am supposed to do? Support will not answer
Hey. Can you please send me your ticket number?
So that I can try to get some attention on it
@Vero 🐙 01383176 is my case number
Created
2/10/2025
Thank you for the help! No one is responding
thanks
I'm passing this internally
Thank you!
@Vero 🐙 still no one has helped yet 😦
@Vero 🐙 I'm also experiencing this problem. Case Number: 01387081, Created: 2/12/25.
@Community Champion Is there someone at the company that can help me?
?pings
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.
This seems like a big issue and its impossible to get help
Hi @Zabulus we have highlighted this with the CSUP group. Appreciate your patience. Thanks!
Is there another way to get ahold of customer support? Its been weeks
Alas no, a lot of folks are in the same boat with billing issues, you kinda just have to wait until they get to your ticket and hope the escalations push it up the queue
So insane that such a basic issue can't be fixed. Super embarrassing, when did CF get so terrible at customer service?
Also what a crappy error message for customers to receive.
Heartbreaking, guess we should all go to route53
I also have the same issue with upgrade. I check the billing and there's NO outstanding bills.
Can we get a response here? Seems to be a HUGE issue. What a terrible first impression for people. Does CF not care?
Hey @Zabulus, you already have a reponse on your ticket. I hope that resolved your issue. thanks!
@AW @vardenispavardenis please send us your ticket number
@Vero 🐙 hey, Case Number 01413103
thanks, I've passed this internally
thank you so much
@Vero Hello there. Sorry this is a different issue than this thread, but I too have not received a reply to my support ticket for a week. Could you please pass it internally so that I can reply to you?
My ticket number is 01401997.
Thank you in advance for your cooperation.
passed internally
Thank you so much!!!
@Tanmay Kapoor I have the SAME error still 😦
case: 01383176
@Zabulus I would request you to update your ticket and I'll follow up internally with the team.
I did, thanks 😦 Hopefully I dont have to wait 3-4 weeks
@Vero - thanks! 01412591
just passed this internally, thanks
Still no love 😦
its already more than 48 hrs, did it resolved now?
@Alex No update on my ticket, the issue is still there even though they said "Case Owner
A blank value to Marta Leocádio"
Hello! @Vero Could you help me as well escalating my ticket please, I have the same issue and I can't use my account. 01395859. Thanks!
Seems this issue needs a closer look, many people have the same problem.
Hi. Yes, most of these issues are similar. I've escalated them, but many of you are still having issues. I'm currently discussing this with the team. Apologies for the inconvenience
Yeah still no reply from anyone, surely this is a super easy fix.
There's been a lot of these issues since the billing migration months ago, and still super long wait times for billing tickets reported. Escalation/etc doesn't do much when a lot of billing stuff is already, and there's still so much volume. It just takes a while, hopefully they improve on this sooner rather then later
Cant be difficult to bypass this in code and push a release. Sure there may be a small revenue impact, but these hard coded inflexible blocks are avoidable entirely
Seems like crappy product management and failing to place the needs of the customer above revenue
still no response
@Vero Cmon who can actually escalate this properly? This is -insane-
@Tanmay Kapoor No one is responding to my ticket, can you escalate internally? I just want to delete all subscriptions and I need a response as soon as possible. My ticket number is 01401997. Best regards.
Hey @tomosan078 I can see that your ticket is already escalated via the community and internally also updated by the community team. I would suggest you to follow up with Support to get an update. Thanks!
@Tanmay Kapoor how can you follow up with support when they dont responde...ever?
Hello @AW we are trying our best and doing everything possible from our end.
your ticket was opened a week ago, please have some patience.
1 week without even an update is madness, why should anyone trust you guys with their business if you dont even respect their basic business needs? If there's a technical issue, who can wait a week whilst their business is down? No one
Im going to send this to Matt
yes
Billing has a very high volume of tickets, they are being processed but it needs some patience.
If it was the free account then for sure, take all the time in the world
Yeah, seems easy enough to just go, for now, lets let it go until we know how to unbreak it
It's a super bad look, and ironically, I can't start paying for this new domain, because they're holding onto a grudge with an old account owner who is not going to pay a bill for a domain they dont even own any more
Sadly not an account issue. I bought the domain and want to add it to my existing account. Wont even let me add the free plan to it even!
Nah, but theres a bill outstanding with the previous owner of the domain, on their account
Yeeeerp
Its like do I migrate all my domains, workers, etc - to AWS, or just wait. Total PITA because cloudflare wont respond to pages from domains not in the account with the pages configs.... So its like migrate all the business or none of it - but hard to do just a couple of domains
I have communicated with two staff members on the ticket so far and have applied to have my subscription forcibly removed, but have yet to receive a reply. If a staff member is assigned to a ticket, I am sure I will receive a reply, right? I am now distrusting CloudFlare support.
Fingers crossed for you
If you want a good laught, read their SLA's :lul:
Premium SLA
P1 - initial response in 1 hour
P2 - initial response in 2 hours
P3 - initial response in 24 hours
P4 - initial response in 24 hours
Enterprise SLA
P1 - initial response in 2 hours
P2 - initial response in 4 hours
P3 - initial response in 48 hours
P4 - initial response in 48 hours
Business SLO
P1 - initial response in 8 hours
P2 - initial response in 12 hours
P3 - initial response in 72 hours
P4 - initial response in 72 hours
SLOs for other plans
Pro SLO - 5 days for all priority levels
those are old values, the current shows free/pro/business are first come first served with no SLA/SLO https://developers.cloudflare.com/support/contacting-cloudflare-support/#slos-for-other-plans
@Vero
You said that you are currently discussing this issue with the CloudFlare team, but before that, shouldn't you do the right thing to support your users first? I have passed a ticket to Vero and it has taken them 2 weeks to resolve this minor CloudFlare issue. And it's been 5 days since the last staff reply, which is not what CloudFlare claims to support quickly after creating a support ticket. In the case of my ticket, it just “forcibly cancels all subscriptions”. Yet CloudFlare support is taking over 2 weeks to resolve. And they are halfway through that resolution. (That request to cancel all subscriptions included ZeroTrust, but the support staff only processed the cancellation of ZeroTrust and not the other subscriptions).
This statement of mine may seem self-serving, but this is a CloudFlare-wide problem right now. If you have time to discuss this, please tell them to prioritize resolving the ticket support first. (My ticket number is 01401997.)
@Erisa somehow thats so much worse. We know our support is awful, so instead, we wont stand behind our product in a meaningful way....
That's heartbreaking
I’m not a support engineer, and I can’t solve this issue myself, that’s why I mentioned I was talking with the team and have escalated it multiple times through different channels. I totally understand your frustration, and I’m really sorry about the delay. I’ve asked the billing team to look into it, but they’re currently handling a high volume of tickets
Understood. I will wait as long as I can. I apologize for making you take this action even though I am not a support staff member.
No worries. I’ve pinged the team again today, and I’ll keep doing whatever I can to bring attention to these issues
Just got the worst and wrong response from support. Telling me to update the nameservers, which is not the issue here, the issue is billing related...that was well worth waiting over a week for. Wow...
Hmmm... . it's good that Mr.Vero and others are urging the support staff to respond, but it's bad that the replies are becoming more and more appropriate. ....
So folks have been having issues with Billing since October 2024? How is this even remotely acceptable for a company as big as Cloudflare?
Am I missing something obvious?
yep - its beyoned cooked, its burnt and sad
i'm with u, even my ticket resolved after a month (though before then i resolved it from my side itself 😂)
it's crazy lol
It's going to take me that long myself...:NotLikeThis:
https://discord.com/channels/595317990191398933/1348975005756686396 Can someone reply to me on this thread...
I have a question for CloudFlare support, or rather management, if you don't mind. (It's bug related.)
I am currently in the redemption period for a managed domain that I have applied to decommission on CloudFlare Registrar, but when I try to delete the zone for that domain in PC mode on the smartphone version of Chrome, I am able to delete it. Moreover, I cannot check the deletion status of that domain. (To be more specific, when I press Manage Domain, I get a 404 Not Found and it no longer shows up.) Adding the zone again did not fix it. Support is very busy right now and has not responded in a week. What can I do? The only thing I can rely on now is the community.
community team are not support nor management
sigh i am going on 2 months now
@Zabulus - email Matthew, [email protected]
thank you
Hey @Zabulus check for an update from the support team. Thanks!
For anyone else still struggling with this, creating a new account simply fixes this issue. I just signed up again with a different email and I was able to add two domains without any issue.
Oh weird! I;ll try that out. Because sure as f-ck support wont ever answer you
Still no updates here
@Vero If I send an email to this email address, will I get a reply?
I haven't received a response from support for 10 days now, and I'm at my limit.
I don't know but you probably won't. This is a billing issue, so it should be fixed by the billing team and I've already escalated it
appreciate your patience
I know there are a lot of tickets on the billing team, but does it take this long...
My question is, where is the region of the support team? I live in Japan and there is a time difference between Japan and the U.S. I am trying to respond quickly when I receive a reply and will change the time zone I am present at that time.@Vero
afaik, they have representatives in many regions
I wish there was a support center in Japan...
Anyway, please get back to me as soon as possible.
Thanks for your help, I have been sending support tickets for billing related issues for a month now and have not heard back from the support staff in 20 days. The last time I escalated a ticket, but that was the last time, I would like the CloudFlare staff to re-escalate the ticket and get back to me. Discord is the only way to resolve this any longer.Ticket number is 01401997.
I am sorry, but I would like to ask you to escalate the ticket again within the company...
I'm pinging them internally again
Thank you so much. Also, I apologize for the repeated mentions.
Sorry... Could you please ping us internally again...?
I was extremely grateful, but I still haven't received a reply...
you got a reply 3 days ago
patience, please. there's lots of people with tickets also needing replies. your ticket is escalated and it'll be dealt with to close
I would be happy if I got a reply today...
I would have been happy if it came because I replied again the same day it came back...
I'll wait a week and if I don't see it I'll repeat it here
Hello, It has been about a week and as of 11:26 PM Japan time, I have not received a reply. Due to the time difference between the support team and Japan, I expect to receive a reply around 2:00 a.m. here, but even though support is busy with inquiries, I cannot wait a week. Can you escalate this to internal? The ticket number is 01401997.
I mean, the only way to get a reply from the ticket anymore is to escalate the ticket in the community... Please...
Hey, I've already escalated your ticket, and there's not much more I can do at this point. So I can't guarantee you'll get faster replies
I understand. I will still wait for a reply to the ticket. I also have a question, I found that there is an issue in the ticket that I need to escalate to the engineering department, but if I don't receive a reply, they won't escalate it to me. Does the billing department reply directly to the ticket? Is it ticket -> billing department instead of ticket -> support department -> billing department? I want to contact the engineering department as well so I don't know what to do...
yes, the billing support team should reply and if there's any action needed from engineering, they will inform them
sorry and thanks for your patience
Is there any way to contact the engineering department through a ticket without going through the billing department?
no
be patient.
that is literally all you can do.
Hmmm...