How do I regain access to an old Cloudflare account to create redirect?


I am part of the communications team for a not-for-profit organisation. We have in the past had Cloudflare manage our DNS for a particular domain. Unfortunately, due to staff turnover, the log-in details for our Cloudflare account have been lost on our end, so I can not log in to check the status of the site or request a redirect. Basically, I need to arrange a redirect to a page on our new website. I have tried contacting [email protected] and [email protected], but no response after several weeks. Same with the Cloudflare Support Twitter account. So I have made a new Cloudflare account to try and get this sorted, but Cloudflare Community seems to be the only way to get answers without an active domain registered on here or a paid account? Does anyone know how I can get my message through?

I have a Statutory Declaration signed and everything to prove our ownership of the domain but I just can’t get in touch with literally anyone at Cloudflare to get this redirect done. :joy::upside_down_face:

Thanks so much to anyone who can help!

In theory, that old staff member could possibly have set up the domain name on their personal Cloudflare account, rather than e.g. an account created specifically for the organisation.

If that was the cause, and Cloudflare for example let others in to your account, or in to my account, or whatever, in situations like this, I’d personally declare that thing a disaster.

So, for the old account you mention, I’d go as far as to say that you would likely not ever be able to retrieve access to that specific account.


An alternative approach though, - since you said you created a new account:

  1. Add the domain on your newly created account.
    You will be presented with a new set of name servers.
  2. On your domain registrar:
    Replace the current name servers to the new set of name servers on your domain registrar.
  3. After typically ~48 - 96 hours, after the name servers has successfully been replaced on your domain registrar, the domain will now belong in your Cloudflare account, and not the previous one.

You will (unfortunately) lose your settings and so this way, and will have to start over from the beginning.


Thanks so much @DarkDeviL - Much appreciated!!

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