Paying for Pro account but cannot get support

My company pays for the Pro account. Yet despite our billing show that we’re paying, we’re still showing up on the dashboard as having a free account. In order to file a ticket, for billing, account, or technical support, you have to have a Pro plan.
So how do you get support if you’re paying for a Pro plan but Cloudflare doesn’t recognize it?
Our next step looks like we have to switch website providers.

That’s not the case. Technical support is only available on Pro or above however even Free plans can submit Account or Billing tickets.

Hmm. Every time I click on the buttons to file a ticket, I get denied.

Is there an alternate email address for submitting a ticket?

I just purchased a second Pro plan and still cannot file tickets. Our account rep is unable to help.

To contact the support team, please submit a new support request from your Cloudflare account directly through the Cloudflare dashboard. Visit and choose Billing or Account depending on the issue.

Can you post a screenshot of what you mean by ‘denied’ if you still see this.

So we’re going around in circles here…

We can help troubleshoot why you can’t submit a ticket, no there isn’t an email address instead - the ticket needs to be submitted through the dashboard.

I only see one zone (domain) in your account and really sorry for the issues you’re facing. I will flag this for a colleague in billing to investigate. While we wait on feedback, can you share the name of the pro zone that you are asking about?

And, as @domjh mentioned, if you can share details about the issue you are facing, we may be able to assist you very quickly right here.

It is for our Elroy Air domain (the only one in our account). I submitted a request to change from free to Pro, but I have now seen that the request was rejected by Cloudflare for some reason

If I can throw money at this problem to get it fixed, I’m fully willing to do that, as this is just way more difficult than it needs to be.


We were unable to complete the purchase, change, or cancellation of your Cloudflare subscription for .

For additional assistance,refer to (link removed due to Community posting rules).

The Cloudflare Team

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Thank you, I have added myself to your ticket 2687879 and flagged your post for the attention of my #general:billing colleagues. This is a pain and my apologies for the issue you are facing.

Aside from the billing issue, can you let us know the issue you are experiencing and we can see if this community can assist in resolving it?

Wait!! Don’t Switch
I’m pretty sure The Billing process
would get handled

I’m still not getting any response. Our account rep said I could email [email protected], but that email is responded by a bot that says it does not provide support.

I’m at my wit’s end. I’ve never seen a company so unwilling to provide support to its customers. If I could submit a ticket, it would take someone 5 minutes to give me the help I need. This is holding up two enterprise projects. If I can’t get the minimum amount of support, we will have no choice but to switch to GoDaddy. I don’t want to do this, but my hands are tied. I don’t know why people stay with Cloudflare if they don’t help their customers.

I see the reply from #general:billing support on 2687879 from Friday at ‪02:57 pm PST indicating the reason. Did you receive that reply? The Community cannot assist with Billing nor account issues and you’ll want to reply on that ticket to continue the discussion with Billing Support.

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I have seen that reply but that only pertains to trying to purchase a second Pro plan because the first Pro plan still has not been applied to our account.

It would be amazing if (1) I could get Cloudflare to address my billing issue so that (2) I could get the actual support I need. And all I need is a copy of my universal key and certificate. Anywhere else, it would not be this difficult.

The universal certificate resides on Cloudflare’s Edge and you can’t get a ‘copy’ of it so I’m not sure what you mean by this.

If you open a new topic about that then the community can probably help while you’re working on your billing issues in the ticket.


Then if we could generate a new certificate that would work as well. But we can’t get support. So we’re going to have to change providers. I’m not familiar with certificates and web stuff, but if I could get Cloudflare to communicate with our internal people, they could resolve it. Unfortunately dealing with Cloudflare is like talking to a brick wall.

You seem to be getting pretty fast responses here so if you elaborate on the issue you’re having and what you want to achieve then I’m sure someone here can help you out.

First issue: I want the billing with my Pro plan resolved.

But that may be irrelevant as it looks like the decision to switch has already been made. The way I get my issues fixed should not be relying on a community board.

Alright, unfortunately the community can’t really help with billing issues so if you don’t want to address your other issues here then we can’t do much.

Community is the recommended means for technical support for Free and Pro plans. Although Pro can still open technical tickets you usually get much faster responses here.

Sorry for the trouble with this, that is something that you need to resolve with the #general:billing team on your ticket. The Community cannot assist with payment issues. The agent provided a link on how to resubscribe to the pro plan here.

Hi @purchasing4,

Your ticket has been replied to with the specific details regarding your issue.

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