Paid $2400 to Cloudflare, support refuses to help

I signed up for Cloudflare's Business plan and paid for a year in advance. While adding a new domain I made a typo and now the subscription is stuck in a limbo.

I can't change the domain without contacting their support or paying another $2400. When I open a support ticket, their portal shows 'Unable to find your account' and tells me to open another support request for it.

All support tickets are closed automatically by their "AI" which points to the same article that says open a ticket.

Is shaming them on Twitter my only option left?

73 points | by thekonqueror 4 hours ago

8 comments

  • altairprime 1 hour ago
    This would be an excellent use of small claims court; you want paid-for service provided and they’re giving you the phone-tree runaround. The court would prefer a settlement be reached before trial and their legal team will have no trouble bypassing their support AI to get a ticket opened.
  • leosanchez 5 minutes ago
    Namecheap support immediately refunded when I mentioned them I made a typo in the domain i bought.
  • swhitf 3 hours ago
    One of the things I was most surprised about recently is just how buggy and unpleasant to use the Cloudflare dashboard is. We only moved to them recently and I was really shocked. I had one situation where the dashboard literally showed me the wrong domain but rules for another, which I think was a session or caching bug. I really thought it would be better for a company that size!
    [-]
    • tracker1 1 hour ago
      You'd be surprised... I did a LOT of cleanup work for a private college that had a lot of "clever" developers that didn't understand static variables in C#, or how the ASP.Net lifecycle worked. Race conditions and all kinds of weird errors when the system got busy. Not to mention a lot of "fun" performance issues.

      Just because someone has a CS degree doesn't mean they actually know what they're doing.

  • jsheard 4 hours ago
    > Is shaming them on Twitter my only option left?

    Shaming them on here works better, if you get to the frontpage then their CEO or CTO will probably show up to defuse the situation.

    [-]
    • iruoy 3 hours ago
      @eastdakota (CEO)

      @jgrahamc (former CTO, now board member)

    • thekonqueror 3 hours ago
      Fingers crossed!
  • dknecht 1 hour ago
    Hi. I am sorry about this issue. Can you email dane@cloudflare.com, and it will get resolved? I am also working on more systematic fixes for when customers get into this situation.
    [-]
    • nextaccountic 50 minutes ago
      The more systematic fix is to make paying customers speak with actual humans, rather than buggy AI
  • mjwhansen 3 hours ago
    That's wild! Hopefully someone at Cloudflare sees this and can help you out
  • csomar 1 hour ago
    They are more responsive on the Discord channel. I've talked with a few of their support people and am hardly a paying user.