I am a website developer working for a company that has a domain registered through Cloudflare. The domain was registered 8 years ago and they do not know the email address used to register it.
We have tried the Forgot My Email link to no avail.
I have read a lot of posts saying that the only solution is to open a new Cloudflare account and point the domain to the new account and add the DNS records. The DNS records are not a problem, however, since Cloudflare is both the domain registrar AND the DNS host, that is not a viable option.
The business owners have said they spent over two hours on the phone with Cloudflare and were unable to get any help. I am wondering how best to advise them, and if there is any sort of domain recovery process.
The domain was registered in 2012, but nameservers only went to Cloudflare in 2022 according to various DNS history sites (and aligns with the WHOIS last change). Perhaps that timeline will help them locate any relevant emails or payment records until support can get back to you.
+1 to the feedback from @sjr on using the change dates to figure out who was working on the site at the time of the changes. As indicated, the domain was purchased in 2012 and added to cloudflare in 2022 and at some point after that it was transferred to cloudflare registrar. Your client should have a record of that charge.
Cloudflare Support can only work with the domain owner via the account/email of the account owner, if your client is unable to figure out who was working on the site at the time it was added to cloudflare, they are going to have to add it to a different account (like the one you are using here) and work with Support to verify ownership (most likely by adding a specific file on your site that Support can verify).
To kick off that process, can you create a Registrar ticket using the account you are using here and share your ticket number here? You should include the name of the domain and a link to this conversation, Cannot get access to domain.
Thank you, I will flag your ticket for my colleagues in Support. And thank you for the notes on the call, I suspect (very sure) they reached a sale line and really disappointed the team did not respond.
Can you share that email address on your ticket for the Support team?
I believe the ask from the team on the ticket is for them to help move the domain to an account you can control. I will add myself to the ticket after escalation in order to track progress.
I did share the email in the ticket but was not comfortable putting it here publicly.
I really appreciate your help. I am also sure now they went the sales route not the support route, which is why I am working on their behalf. While I know how important it is for the business owner/account owner to be involved it can be a huge challenge for someone without the technical knowledge or language to navigate the system.
I really appreciate that it is a challenge, that’s part of the reason we’re here is to help navigate & use cloudflare. And when we cannot help, we want to ensure we guide customers to the resources that can help them.
I’ll talk with the agent working in the Community today, they’ll communicate back on the ticket.