No response to support ticket, or not access to support tickets

Feedback
1

Feedback

Latest ticket number: 01425676.

One of the several issues we are experiencing as not being able to access ticket replies. We get updates by email, but cannot access them in the CF Support system.

Can we please get a direct message from Support so we can work on getting a link between our CF Dashboard account with the support system again, then have action on the many issues we are experiencing and have been waiting on over two tickets spanning several weeks.

Thanks in advance.

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If you already have a ticket, Support will respond to you on that ticket. Questions about billing, account and registrar will need to be resolved by the Customer Support team and cannot be resolved on the Community.

Not seeing tickets on the dash is a known issue and the team is working to fix that.

The until they do you can reply to your ticket via email and the update will be added to the ticket.

Is there a non billing, account or registrar issue you can share? We may be able to help you without needing Support.

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Thanks @cloonan.

Our issues list:

  • We constantly get Internal Server Error in our Cloudflare Dashboard (red banner along the bottom).
  • We cannot access the associated support account which is under the name of a previous employee.
  • We cannot upgrade accounts to paid plans.
  • We are getting billed for 3 Pro plans but have only had 1 Pro plan active for a long time, so we will require refund or account credit dating back many months.
  • We have submitted these issues several times before and never get a response or the start of any resolutions.

If any of this is potentially helped in in the community in the meantime, that would be fantastic!

Much appreciate :folded_hands:
Grant

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It seems like there more be more than one account involved and the support request may be submitted from an email not associated with the domain based on the different employers comment.

Please don’t open any more tickets as that will slow replies.

Please do pick on of the tickets and reply via email to that ticket with the name of the current and changed employer to see if that detail help the team.

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