Unable to login to account / account disappeared!

I’m unable to login to one of my other Cloudflare accounts receiving the message “Email address/password do not match. (Code: 1022)”; the forgot password/email emails were not being received and when I tried to email Cloudflare support from that address (dns is still working, I sent test emails to myself that all worked), a request was created (#2350688) but then automatically closed by the bot with “your email address is not listed as the owner of any Cloudflare account”. My login details are in a password manager and haven’t been updated in a while and I was just logged into this account a few days ago. I called Cloudflare to see if they could re-open the ticket since I can’t create a request under the account since I can’t get in and was also advised to try opening a request through one of my other accounts (which I did: #2350710). The account in question was a free account, so I can’t even upgrade it to get support for it since I can’t get in… Since the domain name is also in the Cloudflare registrar of that account, I can’t just create a new account for the domain and the domain names don’t expire till 2023 so kinda stuck in limbo on those domains… This is quite concerning, since not only do I have other accounts at Cloudflare, but we have other enterprise accounts at work opened here at my recommendation…

I know all the info I had in the account, so can confirm any of it (including paypal transactions) and the old registrar was also one of my accounts, so I should be able to prove I was the one that owned the domains and transferred them in…

I’m not sure what else to do… suggestions?

FYI, Cloudflare support has reached out to me by email…

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The issue wasn’t CloudFlare; my friend (only other one with access to the accounts) had (mis-)changed the email then denied the issue was him. Last night a CloudFlare notification email came in from the account and a domain email catch-all I put in place notified me, now knowing what the email was I was able to restore access to the account.

I’m creating multiple logins/admins on all important accounts now (email, domain/Cloudflare, etc) to prevent the loss of a single login from causing such issues. I’m also ensuring to download all invoices (and welcome emails) from Cloudflare services as they are created to ensure I can provide proof of account if needed.

I appreciate that Cloudflare email support responded quickly to this despite being a free account; as usual, I will be upgrading the account to paid (for extra services and support) once the account’s associated service goes live.

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Maybe @cloonan or someone else that works for Cloudflare could help you!

hello, I’m trying to log into my account, but I can’t and the recovery email doesn’t arrive. error 1022 how can i solve it?

Hi @william.campolina I can see the emails are being delayed and that appears to be by your mail host or isp. I’ve ensured the account is not on our suppression list. Can you try again?

Trying again yes, but I’ve tried to reset the password several times and I couldn’t.

I tried, checked span, filters, the account email is redacted

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I’d contact your ISP and ask about email delivery issues, we’re seeing mails rejected by them

@cloonan I opened a call via email too.

I can receive email from Cloudflare.

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Great, are you able to receive the recovery email in order to login?

no recovery email arrived,
the email is not that of this account, the account I have a problem with is redacted

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Thank you, yes that is the account I was checking, you need to be able to received emails to that account and I am seeing that your ISP is delaying those. So…

I’ve checked everything, I don’t know how to access it anymore. would it be possible to send to another email or phone number the link to reset email?

email arrived, I don’t know if it was support, but it worked

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It looks like they are still in queue with Support but I have made notes indicating you are good to go…an agent may reach out to you to confirm and please let us know here if anything else comes up.

I received a support email, and I also received the email to reset password, it worked now… thank you very much.

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