Problem paying my bill

General Billing
1

What is the name of the domain?

What is the error number?

The error has no number

What is the error message?

could not run legacy post zone sub request against new zone products: failed to update user subscription: failed to apply object products: You cannot add or modify subscriptions or services until the outstanding balance is paid. You should be able to do so in your Billing page.

What is the issue you’re encountering

I lost access to my old Cloudflare account and I no longer have access to its email, it had a paid plan, now in the new account I can’t add my website, because it keeps showing that there is a pending balance to pay, but it doesn’t show where I have to go to pay

What steps have you taken to resolve the issue?

I tried to call support, but I can’t, because no one answers me, they just tell me to open a ticket, but I no longer have my account with a pro plan, so I can’t access the ticket, I just want to upgrade to the pro plan and pay what is pending

Billing issues requre a Billing ticket with Support

01338527

In what area can we help you?

Upgrades

What are the steps to reproduce the issue?

I lost access to my old Cloudflare account, it had a paid plan, but I lost the email for that account, and since I had a paid plan on it, it was left with pending payment, now I created a new account for my website, but it keeps showing that I have to make the payment of the pending balance, but it doesn’t show where I have to make the payment, I need urgent help

Screenshot of the error

Screenshot_301.png
Screenshot_301.png1919×1079 221 KB

2

May I ask if you don’t know the email for the “old CF account” or are you still able to login to your e-mail and manage it, or you also lost access to the email? :thinking:

The only way you’ll be able to regain access is by having access to the email address of the account.

These links may help, but they only work when logged out

If you know the email: https://dash.cloudflare.com/forgot-password
If you don’t know the email: https://dash.cloudflare.com/forgot-email
If you know the email and have 2FA issues, follow the process here: Two-factor authentication · Cloudflare Fundamentals docs

May I ask if you’re still able to manage the domain name within Namecheap domain registrar? :thinking:

If yes, then you can:

  1. Create a new CF account and verify it → Create account · Cloudflare Fundamentals docs
  2. Add this domain as a new zone → Add a site · Cloudflare Fundamentals docs
  3. Change domain nameservers at Namecheap to point to the new nameservers assigned to your new CF account → Change your nameservers (Full setup) · Cloudflare DNS docs
  4. Add backup CF account as a member → Manage account members · Cloudflare Fundamentals docs

If you cannot access neither Namecheap using below help, I am afraid you’re out of luck here.

The stated domain isn’t even using Cloudflare nameservers:

dns53.cloudns.net
dns52.cloudns.net
dns51.cloudns.net
dns54.cloudns.net

Related to the domain name which you’ve added, if you plan to host & serve videos over a proxied :orange: domain, you’d be violating the ToS, therefrom you’d have to use Cloudflare Stream for such case.

You’ll need to follow these directions here:

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

4

I have access to the domain on Namecheap, but what happened is that I lost the email I used on the Cloudflare account, I lost my Google account, now I can’t do anything to recover the old Cloudflare account, but what happened is that when I created a new account for my website, and tried to add my website to the new account, it showed that there was a pending payment, because the other old account had a paid plan, understand? and since I lost access to the account, I stopped paying, and then a restriction was created on the account, I need support to pay this outstanding balance

5

The problem is that my new account is not on the free plan, and because it is a free plan, I cannot access the ticket area.

6

You may not be able to see tickets on your dash, but you can see & communicate with Support via email. Customers on every plan type can open Account, Billing & Registrar tickets as we cannot assist with those topics here on Community.

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