Deceased account holder

General Dashboard
1

Complete this information in order to ask your question.

Have you searched for an answer?
Yes

Please share your search results url:
https://community.cloudflare.com/t/account-holder-is-deceased-did-not-leave-account-access/400500

When you tested your domain using the Cloudflare Diagnostic Center, what were the results?
"success":false,"errors":[{"code":1000,"message":"SSO failed. Please verify your email before sign in the support site"}],"messages":[],"result":null}

Describe the issue you are having:
My grandad and his brother were in partnership and own a specific domain, however his brother who was the account holder has unfortunately passed away. We need to transfer the access to my grandad and need this doing urgently. Without a contact number for cloudflare, your community discussion area has no simple solutions to this. I urgently need to talk to someone to resolve this.

What error message or number are you receiving?
As mentioned before my grandads brother is deceased and now needs the account transferring to himself

What steps have you taken to resolve the issue?

  1. Reading through docs
  2. Calling support number which redirects to docs
  3. Read community solutions which are useless

What is the domain name?
montez-energy.com

Was the site working with SSL prior to adding it to Cloudflare?
I believe so.

What are the steps to reproduce the error:

  1. navigate to cloudflare
  2. login
  3. don’t know password of account holder

Have you tried from another browser and/or incognito mode?
yes makes no difference

Please attach a screenshot of the error:
…

2

I am sorry for your loss, we’re here to help with regaining access as much as we can.

The ideal solution is to somehow gain access to the existing account. These links may help:

The only way you’ll be able to regain access is by having access to the email address of the account. I assume the first or third bullet may be the most helpful, but you will need to be able to access the email account.

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

If you cannot access the email of the account holder, the solution is not simple, but it is straight-forward and we’re here to help along the way.

You’ll need to add the domain to an account you can access and then change the nameservers to the two in that account. It’s not just the Cloudflare account you need to access & control, it’s the account at the hosting provider and the account with the domain registrar where you need to change the nameservers. Please post back and let us know how you’re progressing.

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