What is the name of the domain?
What is the error number?
n/a
What is the error message?
Email message: “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
Our super admin lost access to their 2FA device and is trying to recover access to the account. After following the steps to recovery, she gets the “we do not recognize this email as a valid Cloudflare account.” email response when trying to send in a support ticket during the login-recovery process.
What steps have you taken to resolve the issue?
The super admin of our account tried to log in using my credentials, when it asks for 2FA she hit try recovery, it asks to Verify the email and she enters it, it sends a code to enter it, it says device verification failed, please contact support directly, it links to https://dash.cloudflare.com/login-help, she fill out the entire form, submit it, and then cloudflare sends "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 she goes through the steps for forgot email, it sends confirmation that she is using the correct email address to sign into.
We have another non-super admin user who still has access to his account, he has submitted a ticket (01054065) for this. The super admin is copied on this ticket and has responded directly asking for help, but the issue still has not been resolved.
This seems to be the same issue reported Unable to login or recover account and Unable to login or recover account, try number 5+
