We have received your login recovery issue. However, we do not recognize this email as a valid Cloudflare account.
What is the issue you’re encountering
I’ve lost access to my 2FA device and I’m trying to recover access to the account. After following the steps to recovery, I get that email response when I try to send in a support ticket during the login-recovery process.
What steps have you taken to resolve the issue?
Tried to log in using my credentials, when it asks for 2FA I hit try recovery, it asks to Verify my email I enter it, it sends me a code I enter it, it tells me device verification failed, please contact support directly, it links to https://dash.cloudflare.com/login-help, I fill out the entire form, submit it, and then cloudflare sends me "Login help request - Unrecognized email
Hello,
We have received your login recovery issue. However, we do not recognize this email as a valid Cloudflare account."
However if I go through the steps for forgot email, and enter the domain ‘rhousecontractors.com’ which is on the account, it sends me confirmation that I am using the correct email address I’m trying to sign into. I registered this second address with community support to submit this ticket, I tried to resolve it July of last year without success, and now I’m trying to resolve this again.
Just trying to a better job than my last attempt at fixing this at watching this topic so I can respond in a timely manner. Thank you all in advance for any assistance.
Hi @gorland22 I see your account ticket 01043935 with Support and will flag that for my colleagues. I believe it contains all the details the team will need but they’ll let you know on the ticket if they have questions.
Thank you for the instructions and the open ticket. I’ve responded to the ticket both from this account, and from the original email I can’t login from hoping to regain access to cloudflare through my original email address, the last response I got from the system to this email address was “Your case has been updated, and it is now open in our system”, and I’m just sticking around here to make sure I’m being proactive following this issue. Thank you for your support.
I am doing my best to communicate the original technical issue to support. The original issue: when I attempt the recovery process using my original account it tells me that account doesn’t exist (screenshot below), and I cannot create a community support request from that account because it won’t let me login so I’m posting updates here as I also respond to the emails from support with the same info. And finally I am sure I have an account with that email if I didn’t I’d happily create a new one. I have faith and I’m hopeful this can be resolved.
