Cannot login after login process change, please help

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1

What is the name of the domain?

www.kch.nhs.uk

What is the issue you’re encountering

I am unable to log into my account after you’ve changed the process for this to mean I have to log in via SSO

What steps have you taken to resolve the issue?

Tried to follow the new login process several times, which has changed for me and now requires that I follow an SSO sign in route. But I always end up with an unclear error message, which means I can see something’s gone wrong and that I can’t log in, but it’s not clear what’s wrong.

Created a new Cloudflare account to log a support case (number 01306540) to get help. I had to create a new Cloudflare account because I couldn’t login using my existing credentials, and you do not offer phone support.

Replied to your automated responses to 01306540, to request a Cloudflare Technical Support Engineer gets in touch (the automated replies said this was possible, but it never happened).

So I’m logging this here.

What are the steps to reproduce the issue?

Please see support case number 01306540 for full details and a series of screenshots showing what I’ve done, so you can reproduce the issue. They show how I’ve tried to login and the unclear error messages I’ve had, that mean I can’t see what to do next.

Please do not suggest moving my domain to another account to solve this (this is the automated response I’ve had to the above case number several times) - this is not an option for various reasons, I’m not convinced it would fix the issue for reasons I’ve given in case number 01306540, and it should not be necessary. It should not be this hard to log in to my account, or get support for this. If this cannot be resolved we will stop using Cloudflare.

Screenshot of the error

3 - Error message after trying to use new login details.png
3 - Error message after trying to use new login details.png340×227 2.97 KB

2

Can you share the name of a domain in the account where you cannot login? If you don’t want to share it here, please share it on the ticket.

I’ll share a couple of links that may help you to identify the correct email. I suspect the second link is the one you’ll want to use as I looked at 01306540 and the email you shared is not associated with any Cloudflare account, so you may also want to verify the email.

The only way you’ll be able to regain access is by having access to the email address of the account.

These links may help, but they only work when logged out

If you know the email: https://dash.cloudflare.com/forgot-password
If you don’t know the email: https://dash.cloudflare.com/forgot-email

3

Thank you for looking into this. I’ve replied with details to 01306540 just now. Could you take a look at that reply?

4

Thank you. The domain you shared here is currently bypassing cloudflare. (DNS record is :grey: not proxied :orange:) You need to recover the access for the email you most recently shared on your ticket. I will flag that ticket for my colleagues in Support to see if they can point you in the right direction, assist in ways I cannot.

Did you try to use this link and enter the email you recently shared? If you know the email: https://dash.cloudflare.com/forgot-password

5

Thank you for your help, I’ve been contacted by a Technical Support Engineer and have replied to them.

I have tried the ‘forgot password’ link a few times but the email to reset the password has never come through, including to junk (no message saying ‘we don’t recognise this email’ or similar).

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6

This topic was automatically closed 15 days after the last reply. New replies are no longer allowed.

7

my colleagues in Support have indicated this was resolved on your ticket. Please open another ticket if that is not the case.