I don’t know what else to do or where to post.
I got an email on 2024-03-12 that my billing email address was updated. I didn’t update it, but when I logged in, it was my old domain email address that I don’t really use anymore. I assumed it was related to the new billing dashboard. No harm, I fixed that and now it uses my new (gmail) email and is verified.
Then I had to open a ticket #3190455 for billing. When I try to write back on email, it says that my gmail account can’t reply because it’s not domain email. I logged into the support portal to update there, but I can’t see my own support cases. I can’t reply to my own support tickets because I can’t see them or respond to them.
So then I opened #3196706 to respond to my first message. I can’t respond to that either with the same problem. I get a very brief flash in the URL that says (email edited for privacy), “https://dash.cloudflare.com/logout?kind=error&message=User+is+invalid%3A+Email%3A++webmaster%40example.com+has+already+been+taken” and then I am logged out and have to reauthenticate.
In the above case, that email address is what my billing account was changed to on March 12th, but that is NOT the email address that is on file for the account nor for billing.
Here’s the kicker. I opened a ticket for that (#3196744) and added my gmail account as a CC. When I tried to reply, I was provided a response by the Cloudflare bot that said,
The most recent response to this ticket was sent via e-mail from [gmail-email]. Responses must come from either the e-mail address that raised the ticket, or the e-mail addresses on copy. To ensure your ticket receives prompt attention, please ensure future replies are from one of the following:
- [domain-email]
- [gmail-email]
Here, it is telling me that I can’t respond with the email that I used because it’s not the email I used.
Ultimately, and fortunately, the original email is a domain that I still own so I eventually had the idea to create a new email address under that domain so that I can reply (and that seems to be working since I’m not getting a reject email?), but this is still not working right and I’m not sure if my workaround with the domain email is working at all.
I’m trying to work through this billing issue and not being able to reply to support tickets, even with the email that I’m being told to reply from, is making it extraordinarily difficult to respond.
Could a Cloudflare employee please help?