My account was compromised. CF addressed it, but is now holding my domains hostage.
Has anyone else had to pay $200 to get support from Cloudflare?
My account was compromised through Private VPN. Cloudflare’s system caught the bad actor and blocked them, but I’ve been left with fraudulent invoices tied to that compromise. I can’t manage my account, and my tickets have gone unanswered. I’ve even had to open multiple, hoping someone would read them.
Without paying $200 for “premium” support, what can a customer actually do to get help?
This is critical for me because my domains are tied to medical services. I’ve already had to purchase a domain elsewhere and move my email out of fear that Cloudflare will let my domains expire without fixing this.
This isn’t right, and I need a real resolution. Ticket 01632893.
4 Replies
?billing
Cloudflare's billing system is undergoing some changes/migration. During this period, there have been recurring cases of 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. There is a backlog of tickets so it might take a while to get a response.
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.
they do eventually get processed, but the backlog is real
higher paid tiers do get processed faster, that's kinda what they're paying for
(can't make any promises about how much faster; there is a way to get guarantees on that but it's very expensive)
Lovely. So paying for my perpetrators actions, transferring the domains away as fast as I can, and then dispute the charges. Thanks!