How to get my invoice?

Hi,

In june, I took the Cloudflare Business plan at $200. Three days after, I had to withdraw Cloudflare from my web site due to the high quantity of spammers. In Cloudflare, if you want to cancel a plan, you have to delete your whole account. You can’t just cancel the plan and keep your account active. Due to the urgent spamming situation I quickly deleted my account without downloading my invoice. I tried to contact Cloudflare by phone to get my invoice but the only way is to send an email to [email protected]. I received from Cloudflare a general answer sent by a bot that did not help me.
When you pay a service, the company has the legal obligation to give you an invoice even if you have deleted your account. Someone could tell me how can I get my invoice ?

Chris

I do not think this is accurate. What led you to this conclusion?

Did it include a ticket #? If so, please post it.

Hi Sdayman,

Sorry if my Englsih is not very good but i’m French.

1 - I don’t remember what led me to the conclusion but It was very difficult to find how to cancel my plan.

2 - I sent an email to [email protected] and I received a ticket from a bot with a link to a ticket. But as I deleted my account, the ticket led to a error message. I have open a new account where I sent a new ticket and I have received this answer from a bot:

This is an automated response, which we hope has answered your question. If you need further assistance, simply reply to this email to reach a Cloudflare Technical Support Engineer.

You can run tests for common issues on our Diagnostic Center.
Search the Cloudflare Community for advice and insight.

3 - Despite this new ticket, I think that I will never have my invoice.

Best regards,

Chris

If you can’t find the ticket #, please post the name of the domain the plan was on. @laurie can probably track it down and see if there’s a way to get you an invoice.

2 Likes

Hi Sdayman,

First of all, thank you very much for your help.

Plan : Business
Domaine : https://aphroditeporntube.com
Email used for the account : {redacted}

Best regards,

Chris

1 Like

Hi Sdayman,

It’s always very complicated with Cloudflare.

  • Yesterday, I receive an email from Cloudflare saying : " For the security and privacy of the account, we can only work with the Super administrator for issues related with Billing. Please write to us from the email {redacted} and we can assist you with your query."

Ok, I can understand this request (for security matters). So I wrote to Cloudflare from the requested email. But today, I received this message from Cloudflare :

The most recent response to this ticket was sent via e-mail from {redacted}. Responses must come from either the e-mail address that raised the ticket, or the e-mail addresses on copy. To ensure your ticket receives prompt attention, please ensure future replies are from one of the following:

  • {redacted}

In one message Cloudflare asks me to write from one email address, it’s what I have done, and then, they ask me to write from my other email address (the one from which I wrote first).

And at last, I don’t have my invoice…

Best regards,

Chris

Hi @christophe_jacobelli,

You will need to raise a new ticket from the required email on the original account, rather than trying to continue the original ticket from a different email.

1 Like

Hi domjh,

I can’t raise a new ticket from the required email on the original account. As mentioned above, I deleted my account as could not find how to stop cloudflare on my website and how to cancel my business plan. I tried to reopen this account with the original email address but it says that this email is already used. I can’t enter neither with the original password nor changing the password by using the option lost password". I sent an email to [email protected] and I received a ticket from a bot with a link to a ticket. But as I deleted my account, the ticket led to a error message. That’s why I have open a new account with a new email to be able to contact Cloudflare via ticket.
It’s not normal to have to send messages and other messages everywhere to get an invoice for a service paid. I would not have had this problem with other companies.

Best regards,

Chris

That won’t work. For security reasons, it has to come from the email on the original account.

That’s the correct thing to do, even though you cannot access the ticket via the portal, it will still be there. Please share the ticket number you received to the email on the original account. I can then escalate that to someone in billing.

Hi domjh,

The ticket number received to the email on the original account is : #2199784

Best regards,

Chris

2 Likes

Thank you - we are investigating this now and will follow up in the ticket.

4 Likes

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