Unable to use API endpoint and no support for paid account

General Billing
1

We decided to use Cloudflare to provide more security for our APIs. Upon sign up we created a paid account for flexibleforms[dot]net but the API urls are at a different url (flexibleforms[dot]co) so when we tried to set up the DNS it did not work. Now Cloudflare is telling us that we have to pay for another account.

I’ve been trying to reach customer support for a week and haven’t heard anything back from them. We are trying to find out if we can either get a refund and create another account or if they can simply switch the urls. Is this the usual customer service of Cloudflare?

2

You pay per zone/domain. You should open a billing ticket here: https://dash.cloudflare.com/?to=/:account/support

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Thanks but I have 3 tickets open and no one is responding.

4

Could you share the ticket numbers here with us?

Furthermore, kindly do not open multiple tickets, it just slows the process. The team has to find and merge those into the one in order to not delay having an agent look at this. We can escalate your topic. @cloonan

Which plan are you using?

Regarding the refund for plans:

4.3 No Refunds

FEES ARE NONREFUNDABLE. YOU WILL BE BILLED IN FULL FOR THE SUBSCRIPTION TERM IN WHICH YOU CANCEL AND NO REFUNDS WILL BE PROVIDED FOR THE UNUSED PORTION OF SUCH SUBSCRIPTION TERM. Following any cancellation, however, you will continue to have access to the Paid Services through the end of your current Subscription Term. We may, in our sole discretion, provide a refund, discount, or credit (“Credits”) to you in a specific instance, however the provision of Credits in a specific instance does not entitle you to Credits in the future for similar instances or obligate us to provide additional Credits.

I believe someone from Billing team could take a look and respond, if so.

Kindly and patiently wait for more feedback information.

3 Likes
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Hi @user3873,

At this time checking the whois on your .net domain it shows that the nameservers are not updated to your Cloudflare DNS which will leave that plan in a pending status. The .co version shows deleted at this time. Please note that plans are not interchangeable they are per domain only so you would need to add the .com domain to your account and order the appropriate plan for it. Please do not create multiple tickets as this will only make it take longer for you to receive a reply. I do see that 2 of the 3 tickets you have submitted have been answered at this time, including instructions to cancel the plan ordered if you require.

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