Customer support at it's very best!

the tl;dr … when i created my Cloudflare account 2 years ago i did a typo in my email and forgot a “t” in the domain name. Somehow … i was able to be a paid customer, add my website and manage everything for almost 2 years now. Then last week when i wanted to try the R2 storage i was required to verify my account. I couldn’t change my email because it’s not verified and i couldn’t verify it because it was wrong. So stuck in this loop i called support… and my oh my are we alone here.
Below is the email thread just replaced my personal information with [email protected]:

— ME
it seems that during the creation of the account i miss wrote my email instead of [email protected] i wrote [email protected] (missing a y in xyz)

honestly i have no idea how i missed this and how Cloudflare allowed me to operate as if nothing was wrong for last year or two.
i noticed the issue today when i was trying out R2 storage and was stuck at verifying my email.

i’ve also created another support ticket 10 mins ago but realized that if support would answer me on it it will go the wrong none existing email so that’s why i opened a new ticket and added myself as a collaborator with the correct email.

Of course i can provide you with any proof you would require :slight_smile:


— Support
xyz (Cloudflare)

Mar 7, 2023, 12:10 AM CST

Hi there,

Thanks for contacting Cloudflare support.

You can change your email by following the guidance below:
[Change password or email · Cloudflare Fundamentals docs] → link

Let us know if you have any further questions.

Thank you.

Best regards,

— ME

Hello jkl,

Unfortunately i am stuck, every time i try to change my email it tells me to verify my email first, which i can’t because it’s an incorrect one that points to a non existing domain (please see the screenshot below)

→ Screenshot denoting the error when i try to change my email ←

As i’ve mentioned before my current email is completely wrong it’s missing a (y) in xyz . I’ve never verified this email (a bit surprised i was able to do anything without verifying my email tbh)

Also as i’ve said before i am willing to give you any proof you require.

Looking forward hearing from you.

– Amazing Support

Hi there,

Thanks for contacting Cloudflare support.

Unfortunately, you will need to create a new account and add the domain under the new account.
Then you may proceed to cancel the subscription and close the account with wrong email.

[Create account · Cloudflare Fundamentals docs] → link

[Delete your Cloudflare account · Cloudflare Fundamentals docs] → link

Let us know if you have any further questions.

Thank you.

Best regards,

— Me obviously frustrated !
Dear jkl,

Thank you for your response.
While I appreciate your suggestion to create a new account and add the domain under it, deleting my current account would require a lot of work on my side, including potential downtime that i can’t afford and configuration migration. I would rather avoid going through this process as much as possible.

Furthermore, I believe it’s important to acknowledge that the registration process allowed me to use an unconfirmed email address, which is why this issue occurred. If email confirmations were mandatory during registration, this issue could have been avoided entirely. It’s also worth noting that I never owned the “wrong” email address, and this is not a change that occurred on my end.

I hope you will consider these factors and take appropriate action to resolve this issue without requiring me to create a new account. Thank you for your time and assistance.

------- Fin
I’ve never heard from support again !! i ended up buy the wrong domain (very Very lucky it was available) setup email forwarding verifying the wrong email and then changing it back to the new one.

Honestly … what if this was a real issue !? anyway i don’t expect anything to happen just wanted to share my frustration !

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