Good afternoon, our site has appeared in your phishing and CIPA filters. We are US-based company and have been working for more than 10 years in e-commerce. We have never had problems with phishing or anything similar on our website. We use all methods of protection, including Cloudflare, and work only with reliable payment systems such as Stripe and Amazon Pay. Due to Cloudflare filters, some of our clients cannot access our site - Leprestore.com. We urgently need help. We demand that all negative filters be removed as soon as possible.
Since you’re running WordPress, I’d suggest Wordfence or Sucuri plugin or Imunify360 (if available to you), otherwise, Malcare plugin. I am afraid ClamAV doesn’t detect them.
Hello!
PhishTank and Sophos services has already confirmed that our site safe and the marks were received by mistake due to false reports and removed the phishing mark from us. Please remove the undeserved filters (CIPA Filter and Phishing) from us. Still no answer from Cloudflare support…
-By visiting the Cloudflare Help Center. There you will find our most frequently asked questions, steps to issue resolution, and more! Check us out at: https://support.cloudflare.com/hc/en-us
We did this almost a week ago, before we even opened tickets and created this topic on the forum! A week of waiting to get an empty answer from an employee who didn’t even bother to look into the situation
I sincerely apologize for the situation and any redundant response, but we wanted to ensure you have all the correct steps in case something was overlooked.
I’ll follow up with you through the designated case so we can resolve this promptly, alright?
Sorry to read that requesting change categorization directly from your dashboard didn’t work. Regarding your internal case with us, we don’t have any updates so far. I’m tracking it closely, and will let you know as soon as we have anything to share.
Thanks for your patience!
A week later the problem is still not solved and the support service does not even have a deadline for its solution… this is absolutely unacceptable, for those who are thinking about switching to the “Business” tariff plan, this is the level of support for your business that awaits you.
This sounds like an excuse for poor customer support. If we were on the Enterprise plan, they would have responded to us much faster, so no - this is just pay to play. The main problem now is that after more than a week, we have not received a single response from the Trust and Safety department, which deals with these issues. We have not received any notifications that we have been phishing, and in the Security Center section, we do not have any links marked as phishing or malware or agreement violations. Their system mistakenly marked us as phishing for no reason.
Phishing and CIPA filters through domain scan in security center.
What is the issue you’re encountering
Site wrong flagged as phishing and CIPA by Radar. For 2 weeks, we have not received any help, no answer as to why we were marked as phishing and CIPA filters.
What steps have you taken to resolve the issue?
The site was scanned by a number of utilities such as: Clamav antivirus, Wordfence Security, Sucuri Security solution. They showed that everything is clean. Tried to request to change categorization through Security Center, it doesn’t help. Aswell are no warnings describing the issues in Cloudflare dashboard. The ticket(01358068) we opened 2 weeks ago was marked as resolved, but the problem is still not resolved, after 2 weeks we still have not received a single response from the Trust and Safety department.
What are the steps to reproduce the issue?
Check site leprestore.com trough Security Center → Investigate.
Trust and Safety department has been ignoring our requests for 2 weeks.
What steps have you taken to resolve the issue?
We contacted the support service via live chat, created a ticket (01358068) and also a topic on the forum, 2 weeks have passed, the problem has not been solved and not a single response has been received from the Trust and Safety department. In this regard, we decided to leave Cloudflare. Please tell us:
Will we be able to get a refund for unused days on our tariff plan?
How long does the entire procedure for transferring a domain from Cloudflare to another registrar take?
