We paid for a subscription, but the subscription is missing. I have tried to add on the Advance Cert Manager twice now. The invoice is paid. The feature is still not available. Everything is working fine for the company’s dev domain where ACM was purchased on September 18th, but after ordering ACM for the prod domain, ACM does not yet exist. Even though its been paid for.
What steps have you taken to resolve the issue?
Cleared browser history, logged back in.
Signed in from a different computer.
Tried to re purchase the subscription twice over the last 2 days.
Opened a Service Impacting ticket with Cloudflare Support, but the dashboard for viewing support tickets is currently broken due to an outage.
Cloudflare Case: 01203621
The auto reply of the case suggests to post in the community forums. I highly doubt there is anything thing that can be done via the community since to me this looks like an internal problem.
When this subscription was purchased, there was an internal server error that occurred at the time. This was addressed at Cloudflare Status - Internal Server Errors when Updating Subscriptions and shows to be resolved as of Sep 24, 2024 - 02:42 UTC. But it is not resolved for our account.
Billing issues requre a Billing ticket with Support
01203621
In what area can we help you?
I don’t know
What are the steps to reproduce the issue?
Clicking to repurchase the ACM for the desired domain does nothing.
Thank you for replying and confirming the ticket is escalated. I really need this ACM feature that was purchased but we still lack the subscription. We are committed to bringing these custom second level subdomains that I did in dev, to the production environment in this weeks iteration. I know we are on a “free” account so my access to getting support is very limited, but this is a paid add-on that has failed.
@fritex This situation is time sensitive. We paid for a subscription that is still missing in the account. No one other than you has even acknowledged this is a problem. Please help.
It seems I haven’t received a response from you or anyone at Cloudflare, so I’m assuming the previous message didn’t reach you. In the interest of maintaining transparency, I wanted to provide an update. It’s now day 5 of being unable to use the ACM subscription that has been invoiced and paid for. Today, I made a fifth attempt to ‘purchase’ the same subscription for our production API domain, and fortunately, it finally worked. I wasn’t charged again, nor did I receive a secondary invoice. It seems that going through the purchase process once more (perhaps due to my impatience) triggered something on the backend, making the subscription available. I did screen record the entire process if anyone needs proof of my troubles, I am happy to provide it. It is unfortunate to still not have heard from anyone at Cloudflare regarding my billing case or the technical case I also submitted.
