Unable to view cases in the support portal

What is the name of the domain?

What is the issue you’re encountering

Unable to view support tickets in the support portal. Nothing listed.

What steps have you taken to resolve the issue?

I have 3 open support cases (01347946, 01347929, 01347889) but I’m unable to interact with anyone because the support portal does not list my cases and the case email directs back to the support portal where I’m unable to see any cases.

  1. Launched support portal from Edge, Chrome and Firefox. No changes
  2. Launched support portal from company owned and person computer. No changes

What are the steps to reproduce the issue?

Launch the support portal. No cases are listed.

Screenshot of the error

Additionally, I am receiving updates to these cases by email but replying to the emails generates a NDR and again, I am unable to see the cases in the portal to provide any updates.

I’ve escalated your issue to our engineers to make the necessary adjustments to your account.
In the meantime, you should be able to reply directly in the email thread to follow up in the ticket.

I have tested with my own account and was not able to reproduce the error. Are you creating a new email or replying directly in the thread titled “RE:[Coudflare- 01347946]…”?

The NDR above was received after replying to this email.

I should mention that I was also communicating with a technician earlier today by chat but the browser session timed out on the portal and the chat disappeared. This means, the only way I can communicate with support is through the initial opening of a case (no further replies by email or posting directly to the case in the support portal) and this thread. Quite a paradox with the Cloudflare support process.

This topic was automatically closed 15 days after the last reply. New replies are no longer allowed.

Hi @derrick.smith I understand cases 01347946 & 01347889 are closed and the agent is working with you on 01347929. Sorry for the long delays.