You cannot add or modify subscriptions or services until the outstanding balance is paid. You should be able to do so in your Billing page.
What is the issue you’re encountering
System incorrectly blocking service modifications claiming outstanding balance, while all invoices are paid. Support provided contradictory responses - one marking the ticket as resolved while another states it’s pending response within 24 hours. Issue remains unresolved despite automated communications.
What steps have you taken to resolve the issue?
Verified all invoices are paid in the Billing page
Contacted support about the access restriction
Received ticket #01307789
Received contradictory automated messages about ticket status
Attempting to reopen case within 72-hour window due to incomplete resolution
Billing issues requre a Billing ticket with Support
01307789
In what area can we help you?
Invoice
What are the steps to reproduce the issue?
Log into Cloudflare dashboard
Click “Add a Site” or “+” button
Choose “Add existing domain” option
Enter domain name: infinica.tech
Select “Free” plan from available plan options
The system displays an error message: “You cannot add or modify subscriptions or services until the outstanding balance is paid. You should be able to do so in your Billing page.”
Check Billing page showing all invoices are paid
Unable to proceed with adding existing domain on Free plan despite paid invoice status
Sorry for the issues, I see the above ticket closed and 01312311 is open, can you reply to that via email and let the agent know you are having issues still?
The issue is still and now the error message is could not run legacy post zone sub request against new zone products: failed to update user subscription: failed to apply object products: You cannot add or modify subscriptions or services until the outstanding balance is paid. You should be able to do so in your Billing page. please help me because all my work is stopped and my clients are complaining.
We don’t have visibility into billing details and the agent will need to reply on the ticket. Please don’t open any further tickets as duplicate ticket slow the process. The agent will probably merge the two when they respond to you.
I have faced the problem before 4 days I sent the ticket, and there is no response for my issue. All of my work is stopped because of this issue I have paid all of my invoices. Please if you could tag the Cloudflare team to reslove it urgently.
Apologies for the delay in getting a response to your open case. The billing team has been notified of the issue you are having, and you should get a response soon through the case you have shared with us.
I have faced this problem for over 11 days now since sending my first ticket. There is still no resolution for my issue. Here’s the current situation:
I have two open urgent tickets:
#01307789 (opened Dec 14) - Outstanding balance issue
#01312311 (opened Dec 21) - Service modification issue
Both tickets show “Urgent” priority but I’m still waiting for meaningful responses.
I even tried to upgrade to the Pro plan ($25/month) thinking it might help resolve the issue faster, but I can’t do this either due to the same error: “Could not run legacy post zone sub request against new zone products: failed to update user subscription: failed to apply object products: You cannot add or modify subscriptions or services until the outstanding balance is paid.”
This is severely impacting my business as all my work is stopped. My clients are complaining about the delays. I have proof that all invoices are paid, but I still cannot add or modify any services.
