What is the name of the domain?
What is the error message?
khaiyoi.com I am on a self-serve (Free) plan and I have no working path to file a support case, so I am asking a staff member or MVP for help here. Account ID: 6c82e5aa21486b22d6ae4d42da1c4914. Invoices involved: IN-74039887 (USD 70.28, balance due USD 66.09, marked as bad debt, issued 2026-08-04 10:48:00 UTC) and IN-74004788 (USD 70.28, paid, issued 2026-08-04 10:22:59 UTC). The two invoices are for the same amount and were issued 25 minutes apart on the same day, so IN-74039887 appears to be an erroneous duplicate that should be voided, but my account is now blocked by the overdue balance and I cannot enable R2 or other paid features. The invoice is also flagged ready_to_pay: false, so I cannot even pay it from the dashboard — the “…” menu for this invoice only offers Download, with no option to pay it individually. In the dashboard Support Portal, every Billing topic under “Submit a case” shows only documentation and never offers a Create a Case button, and [email protected] auto-replies that it no longer accepts billing issues. What I am asking for: could someone please open an internal ticket so billing can review invoice IN-74039887, void it if it is indeed incorrect, and lift the block on my account? Happy to provide further details by DM.
What is the issue you’re encountering
I am on a self-serve (Free) plan and I have no working path to file a support case, so I am asking a staff member or MVP for help here. Account ID: 6c82e5aa21486b22d6ae4d42da1c4914 . Invoices involved: IN-74039887 (balance due $66.09, marked as bad debt) and [SECOND INVOICE NUMBER]. Invoice IN-74039887 appears to be an erroneous invoice that should be voided, but my account is now blocked by the overdue balance and I cannot enable R2 or other paid features. The invoice is also flagged ready_to_pay: false, so I cannot even pay it from the dashboard - the “…” menu for this invoice only offers Download, with no option to pay it individually. What I am asking for: could someone please open an internal ticket so billing can review invoice IN-74039887, void it if it is indeed incorrect, and lift the block on my account? Happy to provide further details by DM.
What steps have you taken to resolve the issue?
- Dashboard > Support Portal > Submit a case > Billing: I opened all 10 topics (Pay Invoices & Overdue Balances, Troubleshoot Failed Payments, Invoice Issue, Cannot Modify Subscription, etc.). Every topic shows documentation only and ends with just a Back button - there is never a Create a Case button.
- The Account category behaves the same way (documentation only), and the Other category states that free plans can only open cases for billing, account or registrar topics.
- My Cases takes me to support.cloudflare.com, where SSO login works and shows no open cases, but that page only offers Download Cases with no way to create one. The Submit a Request button at the bottom of the Help Center loops back to the dashboard.
- [email protected] auto-replies that it no longer accepts billing issues and points back to the Support Portal, so I have no way to file this.
Billing issues requre a Billing ticket with Support
None - I have never been able to create a ticket (that is the problem).
In what area can we help you?
Invoice
What are the steps to reproduce the issue?
Log in to the dashboard on a Free/self-serve account with an overdue invoice > Support Portal > Submit a case > Billing > choose any topic > only documentation is shown and the flow ends with a Back button, with no Create a Case button anywhere.