The error, “An unknown error occurred”, is received after tapping the Save button when attempting to change the license key.
What steps have you taken to resolve the issue?
• Performed the “Reset security keys” option
• Performed the “Reset all settings” option
• Cleared the app’s cache
• Cleared the app’s storage
• Removed/reinstalled the app
• Attempted changing key with Wi-Fi disabled
• Downloaded and reviewed logs
• Submitted feedback - ID: 1534339
What are the steps to reproduce the issue?
• Install “1.1.1.1 + WARP: Safer Internet” app from the Google Play store [app version in store: 6.37; in-app version: 6.37 (4584)]
• Tap Settings [☰]
• Tap Account
• Tap Key
• Tap Change key
• Paste (or type) in license key (which is three groups of eight, mixed-case, alphanumeric characters separated by hyphens/dashes)
It may not be clear from my original post, but the bullet point “Downloaded and reviewed logs” in the “What steps have you taken to resolve the issue section?” was my attempt to indicate that I’ve downloaded the debug logs and reviewed them for any obvious errors.
Unfortunately, I haven’t found anything obvious (at least to me). In the console_log_0.log and console_log_1.log files, I only see info and debug type entries with no error/warning type entries. Additionally, the native_tunnel.log doesn’t seem to contain anything relevant.
I think I found the relevant lines in the console_log_0.log file:
2025-03-06T04:25:33.423Z-06:00 | INFO | WarpSettingsActivity: Clicked on manageAccountBtn
2025-03-06T04:25:33.448Z-06:00 | INFO | -->(6303) GET https://api.cloudflareclient.com/a0b1234/reg/0ab12c34-d567-8ef9-01a2-34b5c6d78efa/account
2025-03-06T04:25:34.029Z-06:00 | INFO | <--(6303) 200 OK https://api.cloudflareclient.com/a0b1234/reg/0ab12c34-d567-8ef9-01a2-34b5c6d78efa/account (580ms, unknown-length body)
2025-03-06T04:25:38.290Z-06:00 | INFO | -->(54f8) GET https://api.cloudflareclient.com/a0b1234/reg/0ab12c34-d567-8ef9-01a2-34b5c6d78efa/account
2025-03-06T04:25:38.634Z-06:00 | INFO | <--(54f8) 200 OK https://api.cloudflareclient.com/a0b1234/reg/0ab12c34-d567-8ef9-01a2-34b5c6d78efa/account (343ms, unknown-length body)
2025-03-06T04:26:08.174Z-06:00 | INFO | -->(724b) PUT https://api.cloudflareclient.com/a0b1234/reg/0ab12c34-d567-8ef9-01a2-34b5c6d78efa/account (40-byte body)
2025-03-06T04:26:09.296Z-06:00 | INFO | <--(724b) 400 Bad Request https://api.cloudflareclient.com/a0b1234/reg/0ab12c34-d567-8ef9-01a2-34b5c6d78efa/account (1121ms, unknown-length body)
2025-03-06T04:26:15.133Z-06:00 | INFO | -->(5c21) GET https://api.cloudflareclient.com/a0b1234/reg/0ab12c34-d567-8ef9-01a2-34b5c6d78efa/account
2025-03-06T04:26:15.399Z-06:00 | INFO | <--(5c21) 200 OK https://api.cloudflareclient.com/a0b1234/reg/0ab12c34-d567-8ef9-01a2-34b5c6d78efa/account (265ms, unknown-length body)
Note: I sanitized these log entries by changing the paths in the API URLs in case they were specific to my device/license key.
Unfortunately, when attempting to create a ticket, it only gives the me the option to post here to the community.
If by “Account ticket” you are referring to selecting “Account” from the “What type of question do you have?” list, I’m not sure which of the options to select thereafter. Any further guidance would be much appreciated.
@cf-link, do you know if I’ll be able to interact with support via email?
I haven’t received any response yet (other than the original, automated email containing the details of my ticket). I don’t have access to the support portal (hosted by Salesforce) to check the status as a free account according to the Cannot locate dashboard account doc even though standard support cases are available for account, billing, and registrar issues according to a note in the “Methods of Contacting Cloudflare Support” in the Contacting Cloudflare Support doc.
You can reply to the ticket emails and your replies will be associated with the ticket. It may take a some time to find a resolution as it is not common problem seen by support. The information you provided in the ticket was quite thorough and is greatly appreciated.
