I’m unable to purchase new domains through Domain Registration and unable to manually add a payment method in Billing
What steps have you taken to resolve the issue?
I’ve tried using different browsers, including Incognito mode. Using a different payment card does not help. I’m currently on Free plan and tried upgrading to Pro, but ironically that doesn’t work either (same error message).
Note that my payment method does seem to actually be working for renewals, it just doesn’t seem to be possible to use it in the Cloudflare dashboard to make any new purchases.
I’ve seen several similar reports from other users and each time it seems to get resolved by Billing, but with no further follow up about what the actual problem was, how to prevent it from happening, etc.
I’d love to know what’s wrong, if there’s anything I can do to resolve it (I suspect not), and how I can escalate this to get a quick resolution. I’m trying to give Cloudflare more money by purchasing more features (okay, domain registration probably doesn’t count as it is at cost).
Billing issues requre a Billing ticket with Support
01352145
In what area can we help you?
Payment issue
What are the steps to reproduce the issue?
Try to register a new domain.
Select Card as Payment.
Note that existing card which has previously been used successfully is not available.
Enter card details.
Error message “account does not have payment method set up”
When trying to resolve by adding a payment method:
Go to Billing → Payment
Enter card details.
Error message “account does not have payment method set up”
Replying to my own thread, so anybody searching for this issue in the future has visibility.
A Billing Support Specialist has been in touch and asked for HAR files, generated with the error.
A useful link was provided to help gather information for troubleshooting sites which includes instructions on how to generate a HAR file. Gathering information for troubleshooting sites · Cloudflare Support docs
A link to a client-side HAR Sanitizer is also provided on that page, so that you can remove any sensitive details, such as passwords, payment information, and private keys.
I’ve had an update from the Billing Support Specialist that an internal ticket has been opened with the Billing Engineering Team so they can do some investigation.
Hopefully enough information has been provided so that they can determine the underlying cause.
The issue still persists.
I retried adding a new payment card and trying to purchase a new domain, in a new incognito browser window, and still got the same error message.
