Unable to Access Live Chat Support Despite Active Business Subscription

General Billing
1

What is the name of the domain?

alphanews.live

What is the issue you’re encountering

Can’t access live chat

What steps have you taken to resolve the issue?

I have a Cloudflare account with multiple domains, most of which are on the Free subscription plan. However, I have an active Business plan specifically for the domain alphanews.live. Despite this, I am unable to access live chat support for this Business plan domain. Instead, I receive a prompt suggesting that I need to “upgrade to a Biz plan” to activate chat support.

Steps to Reproduce:

Log into my Cloudflare account with multiple domains, including alphanews.live (active Business plan) and other domains on Free plans.
Navigate to the Cloudflare support dashboard for alphanews.live.
Attempt to initiate a live chat session.
Expected Result:
Since alphanews.live is on the Business plan, I should have immediate access to live chat support as promised under the Business plan benefits.

Actual Result:
I am unable to access live chat support. Instead, I see the message: “To activate chat support and speak with a customer support agent immediately, please upgrade to a Biz plan,” suggesting that I need to upgrade, even though alphanews.live is already on the Business plan.

Additional Information:

Affected Domain: alphanews.live (Business Plan)
URL where the issue occurs: https://dash.cloudflare.com/45ff17f5ff651d929f2e210e48906954/support

In what area can we help you?

I don’t know

2

Hi there,

The reported issue is due to this:

Checking your user, it seems you’re not linked to a support account.
I suggest creating a ticket as described here:

More often than not, immediately after the case creation, you’ll gain access to support and the issue will be solved automatically. If it’s not, feel free to share the case number here, so we can take a look.

Take care.

3

Hi there,

I can see you have just created a case as instructed, and you also have a previous case specifically about the chat issue. I’ll take a look at it ASAP.

Take care.

4

Hi there,

The issue is now resolved.
I’ve now replied to both your cases.

Take care.

1 Like
5

I have the same problem, I switched a few days ago to Business plan just for the 24/7 assistance, how can I get access to this support that was promised in the Business plan and ask for my issue to be solved? The issue I’m facing, that I wanted to contact the support for, is business critical, very urgent

6

This topic was automatically closed 2 days after the last reply. New replies are no longer allowed.

7

Hi there dev201,

Access to chats has now been granted.

Take care.