Unable to Select Free Plan During Setup

[jonnymcclean]

What is the name of the domain?

easi signs

What is the error message?

could not run legacy post zone sub request against new zone products: failed to update user subscription: failed to apply object products: You cannot add or modify subscriptions or services until the outstanding balance is paid. You should be able to do so in your Billing page.

What is the issue you’re encountering

During the domain setup, I selected the free $0 plan. However, I encountered an error message stating that there is an outstanding balance to be paid. Despite this, my billing section shows no outstanding balance, and all invoices are marked as paid.

What steps have you taken to resolve the issue?

I have verified that there are no outstanding balances or unpaid invoices, ensured my payment information is correct, and contacted customer support three times over the past two weeks, but the issue persists. As a result, I am unable to use my website.

What are the steps to reproduce the issue?

Log in to Cloudflare, select the domain, choose the Free $0 Plan, and click Continue.

Screenshot of the error

[epic.network]

Welcome to the Cloudflare Community.

Questions about billing will need to be resolved by the Customer Support team and cannot be resolved on the Community. You can open a Billing ticket here, https://dash.cloudflare.com/?to=/:account/support

Billing Subscription Update and Invoice Issues

Oct 17, 20:26 UTC Investigating - We are currently observing and working to resolve the following Billing issues: Failed Plan Modifications: There are intermittent issues with subscription upgrades, downgrades, and cancellations. This may result in billing charges being applied without the subscription level being updated. In these cases you may contact Cloudflare Support. Unpaid Invoices Preventing Plan Modifications: If you encounter an error message when attempting to modify your plan, th…

[jonnymcclean]

@epic.network

Welcome to the Cloudflare Community.

Questions about billing will need to be resolved by the Customer Support team and cannot be resolved on the Community. You can open a Billing ticket here, https://dash.cloudflare.com/?to=/:account/support

Oct 17, 20:26 UTC Investigating - We are currently observing and working to resolve the following Billing issues: Failed Plan Modifications: There are intermittent issues with subscription upgrades, downgrades, and cancellations. This may result in billing charges being applied without the subscription level being updated. In these cases you may contact Cloudflare Support. Unpaid Invoices Preventing Plan Modifications: If you encounter an error message when attempting to modify your plan, th…

I’ve submitted three support tickets over the past two weeks, but I haven’t received a resolution yet. I’m not trying to modify a subscription, just setting one up for the first time. However, when I try to select the Free $0 Plan, I keep getting an error about an outstanding balance, even though my billing section shows no unpaid invoices. This is preventing me from using my website.

The most recent case number is 01445061. I’d really appreciate any help in resolving this as soon as possible. Thanks in advance

[epic.network]

@jonnymcclean

I’ve submitted three support tickets

Please don’t do that. That only makes it take longer for Cloudflare support to help you and others. One ticket is enough.

Thanks for sharing your ticket number. We can use that to escalate your request.

[jonnymcclean]

Thanks for the clarification, I really appreciate it. When you’ve been waiting two weeks without any contact, it’s easy to feel like the issue has been forgotten, so I’m glad to hear you’ll be escalating my case. I’d appreciate any further help in resolving this as soon as possible.

[epic.network]

I understand that it can feel like no one hears you in such a situation. I have forwarded your ticket number and some additional details via the escalation process. Watch your email for ticket updates.