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Locked out of our account
Rang help line and sales line to try and escalate as we are a business customer.
Tickets are raised against different abuse cases etc
Third-party lock you out of your account!
For context the help staff keep closing the ticket which deosnt resolve our issue this is beyond a joke now
Can you explain how you are locked out of your account?
Forgotten password? Lost 2FA app?
Hey Laudian,
We supplied our domain to a third-party, before my time, to build our website.
Since then the third-party has left, not on great terms, and changed the account details.
We can still manipulate the website, to prove ownership, and we are still paying for the service etc.
Any help would be greatly appreciated as i need to make this happen to re-launch our new website etc.
Could you share the number of your latest ticket?
Yeah you should file a suit against the third party.
This is the latest 01350878
However, i do not have access to the chat function etc, i have followed the process on help centre, If you can help this would really save the day!
I’ve asked the team to take a look at that ticket.
For the future, you should never share your account credentials with anyone. There are better ways for granting someone access to your account.
Hi there,
I was the one replying to your latest case.
We obviously cannot give you access to another customer account.
As suggested in the case itself, if you do not have access to the email and therefore cannot recover the account, the only solution is to add the zone to a new account. This will be easy since you state that you can manipulate the website to prove ownership (I assume registrar access).
2FA recovery: https://dash.cloudflare.com/login-help
Add site to your current account: Add a site · Cloudflare Fundamentals docs
Please try to understand that we are a security focused company and there is no course of action in which we will grant any customer access to another customer account.
I truly understand your frustration here, but please try to understand our stance, and please focus on the alternatives provided.
Edit: As stated above, if the third party acted against your will or against law, my advice is that you follow the proper legal procedures against them.
Take care.
We only have access to the wesbite designer portal not the cloudflare portal. Therefore, we cannot port the website across from one account to another surely? Otherwise this would be a hufe security issue?
For context. I understand this it was well before my time.
Can i just say that its clear i am being misunderstood here.
I have access to the website portal NOT the cloudflare account.
I/WE still cannot access out ORIGINAL Cloudflare account and desperately need help.
From the reply, I don’t think mcorreia misunderstood you. They just seem to have decided that they can’t help you without access to the account’s email address.
I think that’s a harsh, but not unreasonable decision.
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