Rate limited and site visitors not able to access our ecommerce site

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Design

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I would email support if I thought they would actually read it, as a 3 year Pro customer it is really rather concerning that there clearly is not even a support process anymore, its as if someone reads a ticket when they like, thinks ‘oh I can’t be bothered with this’ and closes it again leaving it for months.

But I am beyond furious that I got an alert from New Relic that our ecommerce sites traffic had dropped sharply in the last hour, I go to check by accessing the site and I get a Cloudflare screen telling me that we are being rate limited and to check back later, if you are the site owner you can upgrade your Worker limit clicking here…

Have you lost your mind??? How dare you put in such an insane ransom screen to a customers’ website who pays upwards of $80 a month, plus annualised renewals a month. Not only did you only take me to the screen to pay even more money to you to remove the BLOCK on OUR store, you horrifically think it is ok to damage our brand by showing our customers that screen? Do you know how much we spend annually on brand awareness and PR? Do you not happen to think we have paid advertising going on taking traffic to our site you blocked…?

On the subject of brand, Cloudflare’s is about trust, honesty, integrity and security. Whoever signed off on your random screen, which will have impacted our revenue directly as well. Should be fired frankly, as today you have lost a huge amount of my trust, and your integrity has vanished for me.

Nowhere in your limit emails does it say, ‘We will put a big Cloudflare page up when you hit 100% used workers, for your visitors to see and you will be BLOCKED from access to your site until resolved…’ instead it states ‘your end users may experience errors until the limit resets’… I assumed errors from the workers just not deploying, as we use ours just to add the site domain to the header of the traffic due our multisite server setup. The server figures it out, but it can help reduce its burden, if they stop no issue. I don’t think anyone is expecting that to actually mean Cloudflare will produce a rate limit error and block your traffic until you deactivate workers or pay to upgrade…

Unacceptable, and if 2024 so far from Cloudflare is showing us what to now get used to going forward. Zero support for paying customers, now questionable pay gate tactics, blocking of site traffic, incredibly unclear communication, and frankly unethical practices, then clearly Cloudflare are looking to head into a different direction as a business. Many of your paying customers, I imagine, are not going to be looking to travel with you down that road.

I have had an urgent marked ticket open now for over a week due to discovering an unapproved CNAME DNS record has been created for our www. Version of our domain and we need assistance having it removed. But as I was one of the ‘small subset’ of customers that had the support system migration messed up, we have no idea if the ticket is lost, alive, ignored, or if it might ever reach a human for some assistance. It would be wonderfully helpful if someone might, you know, actually communicate from Cloudflare once in a while to let us know…

We pay Cloudflare to keep our site up and accessible… how in their little mind came up with the idea to block customers’ sites, and which idiot signed that one off to production?? Absolutely ridiculous.

Cloudflare staff cannot make changes to your account. If you want to know who created the record, check your audit log…
https://dash.cloudflare.com/?to=/:account/audit-log

Consider using a transform rule or Snippets instead for a simple use case such as just adding a header instead of a Worker.

Obviously if you hit the Worker limit, you should expect them to stop working and obviously they have to tell you why, I’m not sure what else you expect them to do.

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