locked out of our cloudflare account, and website has HTTP ERROR 500. HELP!
Hi! we are locked out of our cloudflare account, and our website has HTTP ERROR 500. we have tired to reset the account every way listed, but have not been successful and we can't reach anyone at cloudflare because we need to log in to speak with support, and we re locked out.
Anyone that has any suggestions, that can help us please let me know!
36 Replies
What's the domain?
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Where do you see the 500 error? The homepage works for me.
I don't know what that is, that isn't us
we reached out to suresupport who is the support for our hosting, and they said that we needed to reach to you guys
ok, that seems to be an ad for some online casino/betting
So I'd guess that your CF account got compromised.
Do you have access to the domain registrar?
do you think you could help us regain access to our cloudfare so we can try to fix this?
we yes we do
I'd recommend that you create a new CF account rather than try to regain access to the old account.
we use this https://cp.server287.com/, which uses sureserve as the support
i did create a new one, but how do i transfer it?
and also, i think we are paying for our other one
oh, if you're paying for the account that changes things.
but we can't access it so i cant contact support from within it
Is your account login within your domain, or do you use a gmail address or something to login? No need to share the address, just the general idea.
And did you have 2FA enabled?
that is where it gets tricky, we think it uses a different domain, but it can use that domain, we haven't been able to figure it out
definitely no 2FA
I've just tried the "I forgot my email" function with your domain. If you don't receive an email, can you create a support ticket on your new account and share the ticket nr with me? I'll escalate that to support.
However, I'd still recommend you change to a new Cloudflare account in the meantime. You can get you website/emails back up now and regain your paid features later when support responds.
yeah, we didn't get the email
i have the new account set up but i can't seem to create a ticket... it only lets me talk to AI or read articles, which is why i came to discord
You can create a ticket with the Account category.
ok give e a few mins
TY!
Also, make sure you actually pay for the account. If you don't, it's definitely much simpler to just set up a new account.
I am sorry i cannot figure out how to set up a ticket.
do i need to pay for a new account to do this? if i do this will you guys be able to cancel my old account?
No, Cloudflare accounts have a free tier. You don't need to pay to add your domain or to create a ticket.
But the only reason to create a ticket is if your old account used paid features, really. Otherwise, a new free account is easier to set up.
this is what i am lookign at
i set up a new account but i don't know how to start a ticket.
at the top right you see support
Select account as type of question
OK. did it!!
sorry for this and thank you so much!!
I'll escalate that ticket, but with the weekend around the corner, it might take until Monday before someone looks at it.
To progress with setting up the new account, select the domain in the menu where you were before and select the free plan. Don't automatically import records.
Thank you so much!! you have no idea how stressful it has been. i am grateful to have your help!
Do you still want to add the domain to the new account?
yes!
i started it i think but not sure about next steps
You would need to add the DNS records for your website and email to the new account. You get these from your host (and email provider if it's not your host).
I am working on this but we might not be able to do it untill Monday