On Sunday, our customers began reporting service disruptions, and upon investigation, we discovered that all Workers-related routes were displaying error messages. After engaging with a support specialist, we learned that this block was the result of phishing reports. Our platform allows users to generate content, and while we promptly address abuse reports when they arise, occasional misuse is an unfortunate reality.
What’s concerning is the lack of prior notice or communication within Cloudflare’s dashboard. Without consulting support, all we knew was that every route was responding with error messages. Given our heavy reliance on Workers, handling millions of daily requests, this abrupt shutdown has had a significant impact.
We opened a ticket with Trust & Safety but have yet to receive a response, which is concerning given the severity of the situation. As long-standing customers with no prior issues, we have always trusted Cloudflare implicitly. However, we are deeply disappointed by the decision to block Workers without allowing us the opportunity to address the issue proactively. Now, thousands of our customers are experiencing disruptions, and we urgently seek resolution and a prompt response to our concerns.
Thank you for the feedback.
As the Support who was with you on the chat, I can understand the frustration where something breaks without prior notice and it was intentional.
Even I had to search our internal documentations to understand the failures.
Please be assured that Engineering is working to ensure better responses and meaningful error messages are displayed for edge cases like these.
As far as Trust & Safety ticket goes, as mentioned, it does take them some time clear their queues and also carefully examine your case. Please allow us adequate time.
Thank you for your reply.
While we are currently in the process of trying to communicate with Trust & Safety, I would like to take the opportunity to discuss this situation publicly. I believe it would be beneficial for the community to gain clarity regarding your processes, approach, and policies that have resulted in the current situation.
We operate with 9 zones, and although the phishing reports affected two specific workers within a single zone, the question arises: why was the decision made to disable Workers for the entire account, rather than specifically targeting the workers or zone in question? We seek an explanation and transparency in this matter to better understand your actions and to ensure a fair and just resolution.
While transparency is indeed the preferred manner which Cloudflare operates on, there are sensitive information which cannot be publicly shared on a common forum by Cloudflare Support.
why was the decision made to disable Workers for the entire account, rather than specifically targeting the workers or zone in question? We seek an explanation and transparency in this matter to better understand your actions and to ensure a fair and just resolution.
This is a question you can ask Trust and Safety Team directly with your liaison with them. Once the matter is complete, you can choose to make it public in this common forum, on your thoughts and suggestions, on how Cloudflare can do better.