Cloudflare Charging Again for Already Paid Services
What steps have you taken to resolve the issue?
I’ve been trying to contact Cloudflare since October 2024, but no one responds, and my cases keep getting closed. Last year, I paid for services a full year in advance and also canceled certain services. However, to this day, I am still being billed monthly for both the services I already paid for and the ones I canceled.
Billing issues requre a Billing ticket with Support
I’m experiencing the same issue. I’ve been reporting this for nearly six months, but no one responds. In 2024, I prepaid for several plans for a full year and also canceled multiple others. Yet, I’m still being billed monthly for those same services! This is extremely frustrating, and my support tickets continue to go unanswered.
May I ask what kind of subscription(s) have you had?
Was it plan type or some other e.g. Argo, etc.?
Helpful article to check and to understand if you’re on the period of the renew of your current plan type or not?:
Furthermore, in such scenario, may I ask did you followed the instructions to cancel your subscription and disabled your service as stated on the article below?
The alternative is to cancel the current plan and subscribe again with the correct billing cycle. Cancellations are only processed by the end of the billing period, so your plan will not be downgraded.
Regarding the refund in general for plans here is the cite:
4.3 No Refunds
FEES ARE NONREFUNDABLE. YOU WILL BE BILLED IN FULL FOR THE SUBSCRIPTION TERM IN WHICH YOU CANCEL AND NO REFUNDS WILL BE PROVIDED FOR THE UNUSED PORTION OF SUCH SUBSCRIPTION TERM. Following any cancellation, however, you will continue to have access to the Paid Services through the end of your current Subscription Term (except with respect to Services subject to usage-based billing). We may, in our sole discretion, provide a refund, discount, or credit (“Credits”) to you in a specific instance, however the provision of Credits in a specific instance does not entitle you to Credits in the future for similar instances or obligate us to provide additional Credits.
Source article:
If it’s related to the domain renewal process, if so, should have disabled auto-renew option:
Registrar transaction fees for domain registrations, transfers and renewals are non-refundable.
3. FEES
3.1 Fees. You shall pay Cloudflare the applicable fees for the Registrar Services (“Registrar Fees”) prior to the registration or renewal of a domain. All payment obligations are non-cancellable and non-revocable, and all amounts paid are non-refundable. You agree to pay any and all prices and fees due for Registrar Services purchased or obtained from Cloudflare at the time you order the Registrar Services, unless set forth otherwise in your Enterprise Subscription Agreement Order Form or Insertion Order. You acknowledge and agree that you may be charged Value Added Tax, Goods and Services Tax, or other localized fees and/or taxes, based on your bank and/or billing address.
Source:
Thank you for writing. I am sorry to hear this happen.
I flagged your ticket for the team in the Support, since the Community cannot see account details and provide further help. Support will respond to you on that ticket.
Please, no more tickets are necessary to create, since it just slows replies to the time of last ticket.
Questions about billing will need to be resolved by the Customer Support team and cannot be resolved on the Community. You’ll need to follow these directions here:
Multiple issues. One issue is with 2 LITE Plans cancelled before renewal. Yet, I keep getting billed +$24 per month. Another issue is that I can’t cancel a subscription-based service which i’m no longer using. For example, today I got billed $49 for services I already renewed and paid for 1 year in advance in December 2024.
As for the rest of the notes, I’ve already addressed all of this.
I flagged your ticket for the team in the Support, since the Community cannot see account details and provide further help. Support will respond to you on that ticket.
Please, no more tickets are necessary to create, since it just slows replies to the time of last ticket.
Questions about billing will need to be resolved by the Customer Support team and cannot be resolved on the Community. You’ll need to follow these directions here:
Well, if the support team was answering my tickets i wouldn’t have asked for support here. My tickets were getting closed without even an answer so it’s not about me creating multiple tickets. It’s about creating a new ticket on every wrong invoice. I already followed those directions and not a single ticket was addressed since 6 months ago. No one replies
Hi @rami.zebian I see #01199942, #01199929 and #01046260 are resolved and the team is working with you on your other tickets. Sorry for the long running issues.
It feels like the Cloudflare support team doesn’t even bother to read the tickets. Their responses make it seem like they haven’t reviewed the details at all. Instead of addressing the issue, they simply state that I’m being billed for renewed services—completely ignoring the actual problem:
I canceled these services before their renewal date.
Despite canceling, I continue to be charged for these services on a monthly basis.
I am being billed monthly for a service that I already paid for in full, a year in advance.
Yet, the responses I receive feel generic. For instance, I get replies like this:
“When you downgrade your plan, you receive the current features of your plan before the downgrade through your next billing due date, at which time your plan will then fully downgrade to the lower-level plan.”
This has nothing to do with my situation, and it’s beyond frustrating.
Despite this, here’s an example of a monthly invoice I continue to receive for services I canceled in November 2024 (before their renewal date on December 5, 2024 ). On top of that, I paid for the PRO plan in advance for a full year on December 5, 2024 , yet I’m still getting billed for it every single month .
And here’s another screenshot proving that Cloudflare mistakenly renewed these services early , charged me upfront for the full year , and is still charging me again every month .
To make things even more ridiculous, my subscription dashboard shows only one LITE plan, yet my monthly invoices show two LITE plans being billed—hilarious, right?
What’s not so funny is that no one actually reads the tickets, and they just keep getting closed without resolution. This entire situation is both frustrating and absurd.
What’s happening, Cloudflare?! You used to be awesome—my all-time favorite. This is seriously disappointing.
