How Long To Sort Subscription Issues RE - Billing?

[jiriteach]

What is the name of the domain?

ALL

What is the issue you’re encountering

Cannot Make Changes To Subscription/Billing

Billing issues requre a Billing ticket with Support

01398744

In what area can we help you?

Upgrades

What are the steps to reproduce the issue?

Does anyone know how long Cloudflare is taking to resolve billing related issues?
ALL of my domains are affected since my issue is at the subscription level.

Ticket opened 3 weeks ago and I’ve had 1 acknowledgment to say they looking into it. Its been 3 weeks?

I cannot upgrade, I cannot downgrade, I cannot add add-ons.
I have domains renewals to process - I cannot do this either.

I have services that I need to cancel - I cannot do this so it looks like they will auto-renew and then I will need to contact Billing again for refunds.

From a service usability perspective, no issues but with some backend issues with my subscription, its become unuseable as far as making ANY changes that incur or dont incur cost.
How long are others having to wait for billing issues to be resolved?

I thought of moving some of my domains onto a new account - requires a lot of setup and then realise, I need to contact Cloudflare Support to do that!
Any other ideas others might have?

Love Cloudflare but this is crazy and seriously ruining the experience.

Thanks

[jiriteach]

Well, I thought I would use the API to check if there was more information available around billing. The main dashboard shows no issues or problem and no unpaid invoices.

API shows me a different picture - shows 1 invoice as unpaid for a domain renewal which was set to not auto-renew so should of been cancelled anyways!

Sigh - Now there is no way to pay this because I cannot even access it via the dashboard.
Downloaded the invoice > and did a manual bank transaction in the hope it will clear the invoice and my account will be back to normal!

Dont even need the domain but rather try and pay for it to be renewed in the hope my account will be unsuspended as waiting for support is like watching paint dry.

Just a tip for others - not sure it will work, but we’ll see!

[sgoncalves]

If you already have a ticket, Support will respond to you on that ticket. Questions about billing will need to be resolved by the Customer Support team and cannot be resolved on the Community.

[jiriteach]

Thanks - trying to get an indication of how long this will take? Up to 4 weeks now and only response I have is we’re looking into it.

At the same time, services are being billed for bits I no longer require. Sigh.