It seems that my account was compromised - it was under this email and has a lot of domains and domain registered
i got a notification that someone entered my account 6 h ago
now my password is not working
the reset password email is not reaching my account
I also be able to register a new account under the my email but domains are not there
Please help , and at least freeze the account untils this item is settled
I can offer proof that i’m the person and business under the domains in that account
Hi, Is there a phone number for support who can give some information about my ticket? Please let us know. I am waiting while nothing happens.
My account with my Company info and card info were stolen and cloudflare did not even send an email when someone changed the account email and took over our account entirely.
We have invoices to prove we are the owners of our domains. We need our domains back in our control asap and we need to know someone is actually trying to do something for us. No one is updating our ticket and the fact that someone could actually take over our cloudflare account it should be addressed asap on multiple levels for us and for this community accounts.
We paid the PRO version ($250) to get someone on the chat and no one is there.
There is no phone support available and you did not need to purchase a Pro subscription as this is not something that can be resolved in an online chat. Your ticket has already been escalated and nothing can make the resolution occur any sooner than however long it takes.
Assuming that you eventually regain control of your Cloudflare account, be sure to secure it with multi-factor authentication. Hardware tokens such as Yubikeys are the most secure. TOTP, like that used by Google Authenticator and similar software token generators, are also a good choice. SMS and email should be avoided for use in MFA.
Using MFA to secure email accounts is also a current best practice. I understand that none of the preceding recommendations will help you right now. I just want you to know ways to make a future occurrence much more difficult.
In the meantime, please be patient and wait for instructions via your escalated support ticket.
I understand that you are eager to remedy this scenario as quickly as possible, however, I would await instructions from support rather than submitting any unsolicited documents.
Hello,
I;m sorry to bother you again but it seems the support team does not understand that my account has hacked and email was changed to something else :“None of those domains where ever active under that email address.
Is these zones are indeed yours, please login with the correct Cloudflare account.”
I send several emails with documents including invoices from Cloudflare, id card, bussiness certificate, and bank statements that collaborate my situation. - ticket 01041680
I don’t know if you are in touch with the support team but if you do i will appreciate if you can give them a heads up.
I just checked your escalation and another Cloudflare MVP had already updated it to include your most recent reply in this topic. That should help ensure that they understand that your previous account has been commandeered by an attacker.
Hi there,
Sorry to disturb you again but it seems my ticket was sent to abuse - and got a new no 17754205. Do you know if this is normal procedure?
I don’t have any news from them and there are 5 days since the account was lost and i don’t know if the domains /dns are blocked for transfers or any other news .
Thank you again
If Trust and Safety has your ticket, that is where it needs to be. You will need to wait for them to complete their investigation. No one else will be able to take any action until they have concluded their work. No one in support or the Community will have any visibility into their process. You should receive a response on your ticket when they have an update.