Cloudflare support quality + billing support

General Billing
1

What is the name of the domain?

What is the issue you’re encountering

Items appearing on bill that we are not using

What steps have you taken to resolve the issue?

Posting this on here as well. I originally posted this ticket in billing support, but it got lost in Cloudflare’s transition from Zendesk to Salesforce for support tickets. I opened another ticket 7 days ago saying:

I opened a case which got “migrated” to salesforce or something. I can’t see the progress of it, and i’m still waiting to understand why we are being billed for products we are not using.

Salesforce case number is: 00975560

Just to reiterate - I can NOT see this case when I click on “my activities” in the control panel, it has disappeared.

To which you responded:

It appears that you may have picked the wrong category for this issue as you chose a Billing/Registrar case.

Please follow the instructions from Support Portal to proceed with Technical Support:

https://dash.cloudflare.com/?to=/:account/support
If you have lost access to your Cloudflare account, please follow this article in order to regain your account/zone ownership:

Login & Account Issues
You can also read our Cloudflare Billing Policy for more information on billing.
I will mark this closed for now, but thank you for your patience with any delay related to this.

So posting my original ticket here in the hopes that if I don’t get a response, at least the public can see the level of support offered to Cloudflare business customers:

  • Argo Zone Level Plan - Basic - $5 (we turned argo off months ago)
  • Basic Load Balancing - $5 (we no longer use the load balancer)
  • Load Balancing Geo-Routing Enabled - $10 (as above)

Can you please let us know why these items are on the bill we received in June? As far as I can tell, we haven’t been using these for quite some time.

Cheers

Invoice Number
invoice #: IN-3614505 date: Jun 14, 2024 status: CLOSED id: 5c6200a3-ebd6-59b6-9fee-88a3f7730984 source: undefined amount: $516.43

In what area can we help you?

Invoice

2

Hi there,

As this is a billing related issue, we are not able to provide assistance on Community. I see that the ticket you raised is currently being attended by our Billing Team. Do wait for their update on the ticket

3

For anyone else running into this issue, here’s the response from Cloudflare support. It seems that subscription items must be cancelled manually when you stop using them. E.g. you can’t just delete the load balancer or disable argo, you have to also go into the “Subscriptions” part of your billing settings and cancel the specific load balancer / argo subscriptions to avoid being billed.

How to Cancel your Subscription

Please complete the following steps:

  • Login to Cloudflare dashboard
  • Click on the profile icon on the top right.
  • Click Billing on the drop-down menu.
  • Click Subscriptions
  • Click Edit
  • Acknowledge the downgrade terms.
  • Select a reason for the cancellation.
  • Click Confirm.

Cloudflare only issues refunds in very specific situations, such as fault in service. As this is not the case, we will not be able to attend your request.

Subscription Cancellation:

When cancelling a subscription, you must make sure to do so before the new billing period starts. If you do not wish to pay for the coming billing period, then you must make sure to cancel your subscription no later than on the last day of the billing period.
If a subscription is cancelled on the billing date or after, you will be billed for that billing period, as it was too late to cancel the billing period. The cancellation will take effect after the current billing period ends.

Delayed Downgrade

When a subscription is cancelled, the service will continue until the end of the billing cycle on which it was cancelled. This is what is called Delayed Downgrade. We do not issue credits nor refunds for cancelled subscription services.

4

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