Hello Cloudflare team, I recently purchased a Pro Plan ($240/year) for my domain uninterieur.com, but due to a mistake (my intern deleted the domain from the dashboard), it has been removed from my account. Now, when I try to re-add it, Cloudflare asks me to pay again — even though I already paid for the Pro plan. Can someone from the billing team please help recover the subscription or assign it back to my domain? The billing email was: This is very urgent, thank you so much in advance.
But those nameservers are not the nameservers currently in use.
The domain was added to the account you are using here 16/4 and removed on 21/4
You purchased the pro plan in an account where the domain has never been and is not active.
I think we’re going to need to have Support help you on a case. If you already have a case, Support will respond to you on that case.
If you don’t have a case, you’ll need to follow these directions here, Billing, Plans & Subscription Questions. The Community cannot assist with Billing, Account, Trust & Safety, nor Registrar issues, you need a case with Support.
You’ll also want to figure out what account holds the active domain as it may be easier to contact your domain registrar OVH and have them change the nameservers from the current two to just the two assigned to the account you are using here. In that case, you’d still need to re-purchase the plan as a credit would have been issued for the cancelation and will be used after the first period payment. As it’s an annual plan, I suspect that means you’d pay for another year and the second year the credit would be applied. In that case, you may be better to pay month to month in order to have the credit consumed. But again, Support would need to assist on a Billing ticket.
To identify the account that holds the active domain this link may help, but it will only work if you are logged out of your Cloudflare account, https://dash.cloudflare.com/forgot-email
After you try that link, check every email that may be associated with the domain. It is not the one you are using here and is not the one you shared on your post. Please share your case number once you have it as I’d like to add myself to it to track progress.
Hello,
Wow!
To be quick : I use an old Saas solution (New Oxatis), they use Cloudflare this is included in the solution but I cannot have access to the Cloudflare, they have the access.
I have created a Cloudflare and change the DNS of my OVH to magnolia.ns.cloudflare.comtitan.ns.cloudflare.com to control some things I can’t edit on my side because of the old Saas solution (horrible pagespeed).
Cloudflare to use workers.
Please, can you submit a ticket to the team to just give me back the access to the Pro plan, this is just a deleting mistake on our side.
Regards,
I noticed that after posting and edited my reply to reflect that. Sorry for my mistake & thank you for the details.
You should work with them to move the domain to the account you are using here. That would mean them backing up your DNS records so that you can import them to this new account.
I understand the issue and sorry for the pain. Support cannot apply a plan type for a domain not in your account. Hence why you need to work with the group that holds the active domain, New Oxatis, have them give you a backup of your dns records and add it to your current account. Fpr security purpoes, Support can only work with the person that holds the active zone in there account. When you create the ticket, you’ll want to copy the email of the New Oxatis account owner on your ticket so that Support can track the movement.
I’ve successfully restored the correct DNS (nameservers magnolia.ns.cloudflare.com and titan.ns.cloudflare.com) for the domain uninterieur.com via my OVH registrar. The domain is now pointing to the Cloudflare account where the Pro Plan was originally purchased.
To regain access, I’ve also re-subscribed to the Pro Plan using the monthly billing option.
If I understood your previous explanation correctly, the remaining credit from my unused annual subscription ($240) should automatically be applied to the upcoming monthly payments.
Could you please confirm:
Is this credit applied automatically from now on?
Do I need to perform any additional action on my side to activate or apply the remaining balance?
Thank you very much for your time and support. I really appreciate the help!
Yes. My only concern is I don’t see the credit showing on your invoice, but that may be that it’s very recent and billing sometimes lags. The monthly plan is set to auto renew on 15 May, check on that invoice to ensure the credit was used for the payment and let us know here if not. I do not anticipate you need to perform any other actions, but we’ve recently migrated our billing system and have seen some results that are different than we expect. Check on 16 May to ensure all went through as expected and the credit was used.
I see the DNS records seemed to have been imported properly from the old account to the new account meaning the transition appears to have taken effect without issue and the site appears to be functioning as expected.
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