Website is down and we don’t know how to access the cloudflare account
What steps have you taken to resolve the issue?
Called Cloudflare - nobody ever answers
Left voicemail - nobody ever calls back
Contacted several Cloudflare employees via LinkedIn - no answer whatsoever
What feature, service or problem is this related to?
regarding your answer: “That domain does not show as ever active in the account you are using here”
Correct, it does not, because company owners do not know account details for it. However, we have access to everything else and can prove we are the account owners for account related to domain name butlersundvick.ca - that is if by any MIRACLE we are able to get a hold of someone from Cloudflare!!!
That’s the issue, cloudflare Support can only work with the account owners of the account that holds the active domain.
I am guessing everything means the domain registrar & the hosting provider. If so, you have two options.
The first and best option is to locate the person that added the domain to cloudflare, it looks like that happened 8 years ago, https://securitytrails.com/domain/butlersundvick.ca/history/ns. Contact that person and arrange to have the company owners added as members and then superadmins of the account that holds the domain.
Or, add the domain to a new account they know & control and have the domain registrar change the nameservers to the two in that account. That is more work but the only other option.
This error is being returned by the origin server which is not Cloudflare. So while working on getting access to your Cloudflare account (ideally by accessing it from the account owners email) you’ll also need to determine who hosts your website.
we have access to all email accounts of butlersundvick.ca and as such should be able to retrieve access to our cloudflare account
my email address on that domain is
the owners email addresses are:
Could you please send an account revovery email to one of the emails above? any one you chose
Also, if you want to be even more certain this is legit, if you google “butler sundvick” you will see the result in the attachment here, showing company’s phone number:
however, if I click on the link it takes me to a login page, no idea what to do with it
The owners don’t have any contact info for whoever did this 8 years ago, and not even sure who did it as the owners changed in the meantime as well, but if you have any contact info for it (email or phone number or name) please let us know; Gary is one of the original owners but he is a bit older and has no idea about IT whatsoever, he doesn’t remember if or what happened or any info on it. Jesse replaced the other original owner (mr Butler).
DNS question: most certainly the DNS servers for our domain is at Cloudflare, but you are saying that the website is NOT hosted at Cloudflare but somewhere else?
We do have access to the domain host as well (with Easy on Net), but need access to Cloudflare DNS, and to website hosting.
The only way to gain access to an account is with access to the email of the account owner.
Cloudflare won’t arbitrarily hand over an account to another user even from the same domain. It’s possible it was an IT service organization which serviced hundreds of other customers (for example).
Except in very limited circumstances Cloudflare doesn’t host content. In this instance it is almost certainly the content resided on a server owned and operated by another company which was proxied by Cloudflare for security and/or performance reasons. Quite possibly that the content was deleted if the onwer hasn’t been paying who ever was hosting the content. I’d recommend reviewing accounts receivable. The odds Cloudflare is/was the host in this scenario approached 0
If this is the web hosting company what have they said regarding the error? If it’s to update DNS to point to a new IP- address then yes you’ll likely need to contact the registrar, change the Nameservers to either Cloudflare account of your own or to another service if you can’t use the password reset function to get an email to the correct address (and Cloudflare won’t disclose who that address is).
if you cannot confirm anything and not being helpful we will have no choice but the take our business elsewhere and bypass cloudflare completely forever. You seem NOT to understand that account access can be lost but we can verify this is a legit request any way you see fit (email, phone call, fax…) but you seem to be refusing to help in any way other than give a generic answer we cannot use.
Even if account access is lost, the domain belongs to the company and company owners.
I am a Network Administrator and encountered situatations like this 50+ times throughout the years with many hosting providers - in every single case they verified the request was legit and then helped us recover the account. You are NOT helping, so far.
it’s public because that’s where you do your support
it should be private yes, and all you have to do is create a ticket for us and send to us by email (cc me and the owners)
Customers on every plan type can create account, billing and registrar tickets.
Given the domain is not active in the account you can access the Support team will ask you to contact them from the correct account as they can only work with the owner of the account with the active domain. The only course of action is to ...add the domain to a new account they know & control and have the domain registrar change the nameservers to the two in that account. That is more work but the only other option.
not sure i understand this correctly; you are saying I should ask the support team to move butlersundvick.ca from the cloudflare current account (where we don’t have access) to my empty cloudflare account where I have access - and your support team will do this if I point the DNS records at domain hosting provider to new cloudflare DNS servers in my new account (which I can do if you tell me which DNS servers to point it to). However, if you say that your tech support should do that (not you)… that’s a problem because when I am logged into my cloudflare account I cannot open a support ticket. It tells me to pay for some subscription first in order to open the account. But not sure why would I do that since the plan is to MOVE an existing domain name into it (which is most likely paid for already). Adding a new subscription would mean double charge (likely for a year)… and not even certain it will work (just hoping really).
also, you said:
“The first and best option is to locate the person that added the domain to cloudflare, it looks like that happened 8 years ago, https://securitytrails.com/domain/butlersundvick.ca/history/ns. Contact that person and arrange to have the company owners added as members and then superadmins of the account that holds the domain.”
it seems you are saying I should see who created the original account 8 years ago
i did open an account with security trails and logged in, but where can i see contact info for that person?
This is what I see:
I would recommend you start by checking your companies invoices to find out who you paid for creating the website and who is currently being paid for running it.
Hopefully, you will have contact information for that person on file.
You should also see whether you are actually paying Cloudflare if you’re already checking your invoices. I assume you are not a (direct) Cloudflare customer, but if you actually found any invoices from Cloudflare, that would probably help you.
However, while taking control of your domain’s DNS settings will be important, all of this is unlikely to help you with your immediate problem:
I strongly recommend you find out where your website is hosted and who is responsible for managing it.
You seem to be under the impression that convincing Cloudflare support would help you fix your problems. But the only way to convince Cloudflare to work with you is by proving that you are the account owner, which you do by entering the correct username and password, or by at least having access to the account’s email address.
Seeing how insistent @cloonan is that you find the person that created the account, the email for the account is probably not your company email.
Proving that the domain is yours is NOT sufficient to prove the account is yours. The account that manages your domain might belong to an IT service company for example, in which case you could do nothing to gain access to it.
I have not seen a company beating around the bush like you do in my entire life
Digging more into this, just found out that actually YOU are the website hosting for our domain butlersundvick.ca
Look at this:
and scroll down just a little to A records. All A records point to cloudflare!!!
1 - why is the website down?
2 - can you bring it UP? - NEED THIS ASAP
3 - how can we gain access to the account?
4 - is the account in good standing? if not, send us outstading invoices either to
You extremely VAGUE unswers are extremely frustrating. We need to be able to talk to you on the phone! if you are unable to do this, please ask your manager to call me on my cell:
Your unprofessionalism is significantly hindering our business!
