How do i get an account suspension lifted to verify the email account?
Chicken and egg scenario, I cant verify the email as the account suspension has killed our email system...
34 Replies
did you register the domain on cloudflare as well? if not, change the nameservers to another dns provider to restore the email system
in future please don't ever set the only superadmin email of an account as an email address on a domain managed by the same account, if you do that then invite a backup superadmin
I did
good to know for future but that doesnt help the loop that I'm in now
welp
yeah
i would use https://dash.cloudflare.com/login-help, select the option "I cannot receive e-mail to this address" and explain the entire situation in full in the details box
that just redirects to the domain page
it only works when logged out
it basically lets you open a ticket without being logged in or from a different email
they will naturally be skeptical of a support request coming from another email so youll want to explain everything and be willing to provide as much evidence as theyll ask for
explaining if the domain is on registrar is very important there because that will subvert the normal "change the nameserver" response
I literally just need the account suspension lifted, hopefully they can do that
if they cant you can also email the same to abusereply@, youll get an autoreply from them but just need to reply with more details and it should go through to the team
between support and abusereply, someone should be able to do something
Thanks for the advice
Getting no where fast with this, terrible service imo
So I should pay substantially more, thats the suggestion here
My case was closed twice claiming it's an issue with the email provider, when I 100% categorically see its with cloudflare. The error the agent provided me specifies a hosting issue.
This is a really basic issue that is now being ignored, while the domain is held hostage.
But you can still login to the account, you just can't verify the email?
correct, i finally got into the support portal and can access my case now at least
Do you have a ticket created from the account?
can't verify the account because the account has been suspended
cant change the email to verify either
I do
and a second account as well so that i could recieve email updates on that one
And what type of ticket is it? A registrar ticket?
problem I had was the main account affected had no access to the portal and no access to emails so stuck in an awful loop
account as its an account suspension because the email was not verified
Is it an account suspension or just a domain suspension?
I'm not sure tbh, the DNS records are not visible to the wider world, so potentially registrar
the domain nameserver are correct, but the records are not visible
the company in question use 365, setting up the records is easy, and 365 shows the correct nameservers
Ok, can you please create a REGISTRAR ticket from the account, and make very clear that you a) transferred the domain to CF, b) didn't verify the email, c) can't do so now because the domain is suspended so that d) you also can't see replies to the ticket, so e) support needs to respond to you on your other email address (which you state there).
And then please share the domain in question, the number of the new ticket and the numbers of the old tickets.
I'll try this
I meant share the domain and ticket nrs with me, just to clarify 😉
The ticket i raised was 01649052, the domain is technicalprogressltd.co.uk
Still no further forward and havnt had a response on either case for over 24 hours
Original case number was, 01646746
I've escalated that ticket.
Thanks for that
That case has vanished
Are you able to tell what happened to it, it's missing from the list of cases. The original is still sitting there not updated from last night.
no
So what should I do at this point, I can't update or chase the case at all. The original case is going nowhere. I appreciate that you escalated it, but escalating it into oblivion isn't ideal 🤣
Wait for a response.
The case got merged into the original, so now I don't have a registrar case, and no one i speak to understands thats the issue even though I keep telling them that.
I've heard back that you have already received a reply that told you how to change the email address to a different address that you can then verify.
Which does not work, I cannot access the manage domain section to change the registrar address as the account needs verified which I cannot do due to the domain being suspended.
I also provided the last email to the agent the domain received which was notification of suspension.
Why can the suspension not be lifted? It's literally being held hostage.
I fully understand using that email was stupid on my part, but this complete lock out is wild.
You're asking the wrong person. You really need to have that conversation on the ticket with the support agent.
They finally verified the account, so i got in and changed the registrar email and verified that. 5 minutes later mail was flowing.