We are having the same exact issue. We need quick assistance and it seems hard to get that. You have to pay the top plan for the online chat. So sad and frustrating.
Kindly, could you please share your domain name or provide feedback the domain registrar is Cloudflare as well? 
May I ask if Cloudflare is asking you to change to Cloudflare nameservers, or you want and have to use some 3rd-aprty domain nameservers from other service such as Hostinger, etc.?
Nevertheless, if the domain name is registered with Cloudflare Registrar, we’re not able to change the domain nameservers at Cloudflare Registrar to some other as follows from the Registrar ToS from below.
6.1 in the Domain Registration Agreement states that you cannot change the nameservers:
6.1 Nameservers . Registrant agrees to use Cloudflare’s nameservers. REGISTRANT ACKNOWLEDGES AND AGREES THAT IT MAY NOT CHANGE THE NAMESERVERS ON THE REGISTRAR SERVICES, AND THAT IT MUST TRANSFER TO A THIRD PARTY REGISTRAR IF IT WISHES TO CHANGE NAMESERVERS.
If you still want to proceed with the step of changing your domain nameservers, unfortunately, only the possible solutin which I can see from the ToS of Cloudflare Registrar and your case: Transfer out and use different domain registar.
You can certainly transfer out after 60 days as per ICANN requirements.
Questions about Cloudflare Registrar will need to be resolved by the Customer Support team and cannot be resolved on the Community.
To contact the Registrar team, please submit a new support request from your Cloudflare account directly through the Cloudflare dashboard. Visit https://dash.cloudflare.com/?to=/:account/support and choose Cloudflare Registrar. Please share your ticket number here so that we can track it.
When I looked up what my name servers are (Google Toolbox) they don’t match the names that Cloudflare assigned to me.
Google Admin told me I needed to contact Cloudflare Support to have them change them to the correct names. We already submitted a ticket for help through Cloudflare. It still looks like the domains are pending.
Ticket # is : 01337954
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Thank you. The team is notified about your case and will respond accordingly onto it.
Thank you for patience in advance.
Sorry for the issue. If you are being asked to change nameservers from one set of cloudflare name servers to another set of nameservers, that is a very good sign that the site (zone) is active and/or trying to be added in more than one cloudflare account. I suspect that is the case here.
Looking at your account, I can see the domain/s pending are active using a different set of nameservers and have been for a few weeks.
The only way you’ll be able to regain access to the account holding the active site is by having access to the email address of the account. You should try the second option below and see if you receive an email regarding access to any address that may have been used to add the site to cloudflare.
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
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Hi there,
The domain is indeed registered with Cloudflare, but not on the account you’re contacting us from
If you have multiple accounts, please check if it might be registered in another account of yours, otherwise please contact the zone owner for more information.
Take care.
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I’m not responding from the email registered under the domain, but I am logged in with that email. I’m trying to figure this out for a Client and it is still stuck. Please advise if there is anything else I can do.
Hi there,
If you were logged from the correct email you would not be seeing the message asking to change nameservers, because that message does not exist in the account that owns the zone.
Take care.
I tried loggin in with their account and was successful in accessing the dashboard, but I’m still not seeing how to update the nameservers and the domain is still pending due to that. Are you able to see that the domain is pending?
Hi there,
I suggest you try the “Forgot Email” recovery process here:
https://dash.cloudflare.com/forgot-email
If the zone is active in an email belonging to you, you will receive an email on the account that owns it.
Take care.
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