Unsolve Ticket billing support mark as solve

General Billing
1

What is the name of the domain?

.

What is the error number?

My plan is like Free but I pay for Business Plan

What is the error message?

In cloudflare’s console my plan is like Free

What is the issue you’re encountering

I can’t not use chat support, I can not use custom SSL Cert, I can not edit my WAF custom rules

What steps have you taken to resolve the issue?

I try to contact billing support may times I have these support tickets open 01507097, 01473293, 01448756. I was also have the tikcket 01391168, that support mark as resolve but it’s NOT RESOLVED, I still have the issue my plan is like Free plan but I paid the last invoice for Business Plan (IN-33473929).
I try to call to support but only says leave your message, I leave my Message but no one answer.

Was the site working with SSL prior to adding it to Cloudflare?

Yes

What is the current SSL/TLS setting?

Full

What are the steps to reproduce the issue?

I’m with this issue since Feb/2025 but at this time no one answer and help me to solve the issue.

Cloudflare console is not working it show that I have Free plan so I can’t edit my rules, can’t configure custom SSL cert, can’t have chat support, despite I pay the the invoice of 15 April (INV-33473929)

I KNOW THAT COMMUNITY DOESN’T SOLVE BILLING CASES but Where more can I get help, is possible any one of @CloudflareTeam could help me with scaling this to billing support to they can help me with this issue ?

2

Please don’t open any more tickets, that just slows the reply time for you and everyone else. Please respond on 01448756 and ask the agent to escalate your case to the Trust & Safety team.

3

Hi Cloonan, but how much I have to wait to some one solve the issue?? ticket 01448756 is open on 28th March and I don´t have any answer and system charge into my card the INV-33473929, but still as free plan. I don´t know where more to ask for help

4

Hi,

I have notified the Billing team for further action. Kindly check the ticket for updates.

1 Like
5

Hi Syda,

Thanks for the update. Unfortunately, the issue is still present, but I see that the agent has now escalated it to the Billing Engineering Team. I hope it can be resolved soon.

I really appreciate your help in notifying them.

Have a great day!

6

Hi @syda ,

I just wanted to let you know that the support team has finally fixed the issue, and my account is now on the correct plan.

Thank you again for your help with this — I truly appreciate it. Without your assistance, I might still be struggling with this.

All the best

1 Like
7

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