My account is messed up. Can't access live chat. Can't create queues

I have had workers paid subscription for years but I can't create queues. It tells me I need to sign up for a workers paid subscription. My support ticket has been open for 10+ days. So a few days ago I decided, I will upgrade to business to get some support on this.

I upgraded to business 3 days ago and I still can't access live chat. It says upgrade to business to access live chat, when I click the upgrade button it shows I already have business. I've had a ticket open for 3 days on this.

I've tested this on different browsers and different computers so it's not a browser cache issue.

I need someone to please look at my account and fix the issues that are causing it to not give me the services I'm paying for. Thanks

asuffield•7/26/25, 1:13 AM

do you have a link to the support ticket?

Aasuffield do you have a link to the support ticket?

EnvyOP•7/27/25, 5:50 PM

Yes, https://www.support.cloudflare.com/support/s/case/500Nv00000Q2gvRIAR/unable-to-use-queues-queues-page-says-i-need-to-upgrade-to-workers-paid and https://www.support.cloudflare.com/support/s/case/500Nv00000QNod8IAD/i-upgraded-to-business-account-and-i-cant-access-live-chat

asuffield•7/28/25, 5:34 PM

okay, I can see it's currently still a pro zone. are you sure the business upgrade went through? (I can't directly access billing, but I'm guessing it got hung up over there somewhere)

asuffield•7/28/25, 6:02 PM

that would be consistent with your original problem being that the billing change for queues isn't being correctly applied to the account. I suspect you'll have to wait until billing can get to it

Aasuffield okay, I can see it's currently still a pro zone. are you sure the business upgra...

EnvyOP•7/28/25, 10:04 PM

Yeah it went through right away and the status says Paid in my billing section and it shows the Business Plan as paid and active on my subscriptions page.
Also for the queues I didn't make a change to my subscription, I've had workers paid for years, that was just the first time I tried to use queues.

Aasuffield that would be consistent with your original problem being that the billing chang...

EnvyOP•7/28/25, 10:10 PM

Can you confirm that my support ticket is in a queue that will get looked at? 2 weeks seems like a very long time to wait for a billing issue like this with no responses from anyone.

I'm wondering if my support tickets are just going into the void just like the upgrades

asuffield•7/28/25, 10:12 PM

billing tickets are a recurring backlog at the moment and "self-serve paid" is bottom of the priority list, so it's sadly not uncommon. sounds like something in billing has gone wrong here and nobody else can address those

asuffield•7/28/25, 10:12 PM

?billing

SuperHelpflare•7/28/25, 10:12 PM

Cloudflare's billing system is undergoing some changes/migration. During this period, you may notice extra bills, incorrect bills, or other issues.

To resolve these issues, create a Support ticket by using the following link (you must be logged into your Cloudflare account): https://dash.cloudflare.com/?to=/:account/support

Note that all accounts, even Free plan accounts, can create billing tickets. Tickets are the only way to resolve billing issues; we cannot help you in this Discord.

asuffield•7/28/25, 10:12 PM

for the stock phrasing

asuffield•7/28/25, 10:13 PM

and yeah your first ticket is in the billing queue

EnvyOP•7/28/25, 10:13 PM

ok thanks

asuffield•7/28/25, 10:13 PM

I can flip the second one over to that too, I guess. that one is in chatbot land at present

asuffield•7/28/25, 10:18 PM

ok, they're both in the right queue. and the queue is about as long as always

My account is messed up. Can't access live chat. Can't create queues

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