Host signed our site up for Cloudflare with previously used email

What is the name of the domain?

starcasm.net

What is the error number?

N/A

What is the error message?

No error message - cannot access/activate paid account

What is the issue you’re encountering

We purchased a Cloudflare plan for our website via our host, Liquid Web. Unfortunately, they created the account under an email address we previously used for a free Cloudflare account. We have been unable to activate the new plan - at least not in a way that actually works. And when I sign into Cloudflare, it says we have a free account which doesn’t allow for tickets or direct tech support communication. This was the only method I could find to reach out for assistance. (Liquid Web tried a variety of measures, with no success.)

What steps have you taken to resolve the issue?

We redirected our nameservers, but our free account continued to state the status was “invalid nameservers.” Cloudflare appears to be active via our Liquid Web dashboard, but making changes (such as changing the security risk level to “high”) doesn’t appear to have any effect on the site. After a lot of work from Liquid Web tech support in hopes of fixing the problem, thy eventually informed me the best course of action was to reach out to Cloudflare support to address the multiple accounts under a single email issue.

What are the steps to reproduce the issue?

Logging into our Cloudflare dashboard shows two accounts, both of which are listed as “free” accounts. Neither of the two accounts have been activated - one because there is a nameservers issue, and the other because it requires that I finish the set up by signing up for a plan.

The nameservers do not appear to be pointing to Cloudflare: Add a site · Cloudflare Fundamentals docs

After we encountered the error and this post didn’t receive a reply for a couple days, they pointed the nameservers back to Liquid Web. They canceled the Cloudflare subscription and encountered an error trying to sign our site up under a different email address. I’ve deleted the website from both of our pre-existing Cloudflare accounts and they are going to try again later today (February 6).

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