Does Business Plan have Live Chat support?

What is the name of the domain?

example.com

What is the issue you’re encountering

Does Business Plan include “Live Chat” support?

What steps have you taken to resolve the issue?

We have a domain name that is with Business Plan.

Does Business Plan include “Live Chat” support?

If there’s a cloudflare-related outage, how should we contact Cloudflare?

It seems to me there’s no way to open a “Live Chat” window - I remember I did Live Chat a few times in the past. But no longer able to do Live chat…

I’m on a ticket with Cloudflare customer support. But the customer support is not helpful for now. He suggests that there should be a Help button at bottom right on the screen, but for some reason he and I couldn’t see it .

Tried on different browsers. Same issue.

I suspect that there’s misconfigure on my account that only Cloudflare employees can fix.

Yes.

Helpful article:

May I ask if you’ve got some trouble accessing it via Dashboard? :thinking:

If not, then the temporary steps which you’ve proceed with is the way to go.
I belive the post from below contains more information about such case if it’s the same for you and could help you:

Thank you for your reply.

Unfortunately, I still can’t access the Live Chat using the instructions in this thread. I’ve been going back and forth with Cloudflare customer support for several days now, and the issue remains unresolved.

It’s concerning to think about the potential panic during a Cloudflare-related outage when there’s no way to reach support for a prompt response. Live Chat used to be easily accessible—we’ve been on the Business plan for a few years—but it seems unusable at the moment.

I do

Screenshot 2024-10-24 at 11.36.51 AM
Log out, clear cache & cookies and login. Or try incognito mode and/or different browser

Yes. Here’s what I try -

  1. Use multiple browsers, including incognito mode.

  2. See the “Chat” button, but when I clicked, it shows this -

Are you able to bring the live chat window up?

Seeing the button is one thing, making it work (e.g., actually open the live chat window) is another thing.

Thanks!

yes

Click chat, select visit support portal, enter what you have shown in that screen shot, add the additional details, select continue
Screenshot 2024-10-24 at 11.47.42 AM

Select request a chat
Screenshot 2024-10-24 at 11.47.51 AM

Could you please click the “Chat” button from your end and see if there’s Live Chat window?

I see this when clicking “Chat”

Then when clicking “Visit Support Portal”, there are a lot of options but I couldn’t figure out where’s Live Chat -

There might be a lot of UI changes since last time I use live chat (maybe 2 years ago?)

Thanks for the reply.

It seems to work now. I see a chat window now

But not sure if there would be human customer support there… we’ll see.

Is there any help article for the instructions how to do Live Chat?

I understand the motivation to hide Live Chat as deep as possible in the UI, this could reduce load of Live Chat supports.

But it’s not intuitive to figure out where to get Live Chat…

It’s better to have up-to-date help article or clear instructions.

There is, that’s why it’s called live chat.

But, we can solve 99% of non account, billing and registrar issues right here right now, no ticket needed.

For Developer platform issues, you may want to add the option to ping the team on discord Cloudflare Developers

After waiting for 3 minutes or so, I get a human (hopefully it’s not AI :slight_smile: to chat with me.

It’s great to finally figure out how to use Live Chat!

Thanks for your help cloonan!

I’ll update our internal wiki to document steps to get to Cloudflare Live Chat.

It could’ve been easier if there’s a help article with uptodate screenshots from official Cloudflare website :slight_smile: Anyways, we’ll do the documentation on our end.

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A few days ago, we encountered a connectivity issue between Cloudflare and AWS that made our website inaccessible for some users. We wanted to confirm the issue with Cloudflare but found ourselves in a challenging situation—we couldn’t easily figure out how to contact them.

Ideally, we would have opened a live chat window, received confirmation, and proceeded with the next steps. Instead, we ended up spending about an hour multitasking, trying to reach Cloudflare support, and preparing to disable Cloudflare DNS if necessary.

Thankfully, we eventually managed to access the Live Chat feature, which was a huge relief.

Got it, thank you. cloudflarestatus.com is a great place to start to check for issues.

Watching :bell: the Cloudflare Status category here is also a very good option to be automatically alerted to issues. That category receives RSS feeds from the cloudflarestatus.com site

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