How can I contact Support when on FREE Package?

Website, Application, Performance Security
1

Hi, I wondered whether anyone could advise on how to contact Support when I am on a Free package? I have no idea where the account in my name arose and I would like to know more details.

3

Welcome to the Cloudflare Community. :logodrop:

Do you have a website? Is it possible that your web developer created a Cloudflare account for your site?

You can view account activity in the audit log.

Even as a Free package user, you can still contact Cloudflare Support for assistance. Here’s how to do it:

  1. Go to https://dash.cloudflare.com/.
  2. Log in using your Cloudflare account credentials.
  3. Click on the question mark (?) icon at the top right corner of the page.
  4. Select ‘Get Help’ from the dropdown menu.
  5. Click on ‘Get more help’ at the bottom of the page.
  6. Fill out the support request form with relevant details about your issue, and click ‘Submit’.

You’ll receive a confirmation email from [email protected]. A support representative will get back to you as soon as possible.

If you have any other questions, feel free to ask.

2 Likes
4

Thanks for that info, I will keep it on record. We decided to remove the site from Cloudflare for the moment. But now we have a message that reads,
" Your connection isn’t private
Attackers might be trying to steal your information from web address (for example, passwords, messages, or credit cards).
NET::ERR_CERT_AUTHORITY_INVALID"
Is that to be expected? Thanks.

5

You need to update the certificate on the server hosting your website. If you are able to share the domain name, we can give you a more detailed answer to why the current certificate is creating that message. The remedy will still involve updating the certificate on the server.

1 Like
6

What’s the “domain badge”?
Thanks.

7

I believe that was meant be “domain name”.

I.e. “example.com” if you are visiting your site on either https://example.com and/or https://www.example.com.

1 Like
9

The website address is still http and is www.homelessprojectscotland. org

10

The IP address on Fasthosts via insecure HTTP claims “This site doesn’t exist here”.

Over HTTPS, it causes the security warning you mentioned above, because it is presenting a self-signed certificate provided to the fictive domain “clustered.web.hosting”, which began running from Mon, 06 Aug 2018 13:21:20 GMT to Tue, 06 Aug 2019 13:21:20 GMT.

These things would need to be addressed with Fasthosts, i.e., the actual hosting provider.

2 Likes
11

Thanks DD, I hope you don’t mind me being so informal lol.
I just removed the site from the CDN so thought it might need 24 hours to re-propagate? Or perhaps a server cache at FastHosts?

12

Oops, a clearing of the server cache.

13

If you do already see that “This site doesn’t exist here” (via insecure HTTP) or the security warning (via HTTPS), I’d say that it has already propagated, at least to your location.

However, Fasthosts claiming that your site doesn’t exist on their server, indicate that either you have configured the wrong IP address, or that your hosting account doesn’t yet have any website uploaded, or maybe that it was deleted after some issues, like lack of payment and/or renewal of hosting package, or such similar reasons.

What exactly did you see before you, according to your own words, “removed the site from the CDN”, and why exactly did you decide to go through the removal?

14

The same warnings were appearing prior to removal from the Cloudflare account.
Performing a “Whereisyoursitehosted?” check showed the site to be on Cloudflare.
Removing from the account revealed it to be on IONOS/FastHosts.
Using MXTools the nameservers still show CloudFlar although the IP is FH.

15

This suggests that the problem was with the origin server all along, and removing Cloudflare confirms it. Your site issues will need to be remediated with your web hosting provider. Have you worked with a developer or a webmaster? Do you have an archive or backup of your site?

1 Like
16

Yeah it certainly does.
And last night someone claiming to represent the business called me asking for the password for the account as their password didn’t work. They said they had employed me, or one of my employees through Fiverr, to set up an SSL for this site… I am a sole trader. I wonder now whether there is some way to view the material I deleted to establish who actually set up this Cloudflare account as I suspect, somehow, it was set up with my email address and a different password, which they now know doesn’t work… It is all very odd.

17

This topic was automatically closed 3 days after the last reply. New replies are no longer allowed.