Terrible Cloudflare support impacting our business

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Dear Cloudflare Support Management,

I am writing to express our profound disappointment and frustration regarding the severe lack of progress and communication on Case Number 01301668, which concerns our urgent need to increase our Service Token limit.

This issue has been open for over six months, as evidenced by the support thread. Despite our consistent follow-ups on May 9th, May 13th, and most recently today (June 18, 2025), and our clear articulation of the problem – the inability to create more than 50 Service Tokens, with a stated need for up to 400 – we have received no actionable support. Our last interaction on May 13th was met with another automated email, and despite requesting direct contact or escalation, this has not materialized.

The problem, “error creating access service token: access.api.error.org_has_exceeded,” is directly impeding our ability to grow and secure our applications. We have explained that we use different Service Tokens for each of our growing application instances for security purposes. While we previously implemented a workaround, we have now reached our absolute limit, and this situation is actively and significantly impacting our business operations and the quality of our service.

We were informed that Customer Success would reach out to us, but this has not occurred. Furthermore, the documentation shared by automated processes has been irrelevant to our specific need for an increased token limit, indicating a lack of understanding or personalized attention to our case.

We chose Cloudflare as a trusted partner, and this prolonged and unaddressed issue undermines that trust. The repeated delays and lack of human engagement on such a critical matter are unacceptable.

We urgently require a resolution on this. We need a clear path forward without further delays. We value our partnership with Cloudflare, but the current level of support for this critical issue is jeopardizing our operations.

We look forward to a prompt and decisive response.

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I obviously don’t know your case details or what kind of back-and-forth you’ve had with Cloudflare support, but the Zero Trust documentation clearly says: “These limits may be increased on Enterprise accounts.”

If you’re an Enterprise customer already, then you should really be talking to your account manager directly.

If you’re not an Enterprise customer yet, the documentation above suggests that the path beyond 50 service tokens requires an Enterprise contract first. If you’d like to go this route, you should be talking to the Enterprise sales team. There’s a contact number and lead intake form on this page: https://www.cloudflare.com/plans/enterprise/contact/

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Thank you so much for taking the time to answer, George.
We’re not Enterprise and I feel kinda bad because I probably missed out that information when I read this documentation previously.

But christ, they could’ve pointed me to this right direction 6 months ago.
Again, thank you.

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