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Ask HN: Has anyone been able to contact Cloudflare Support in the last 5 days?

101 points by thebiglebrewski ↗ HN
This is a follow up to https://news.ycombinator.com/item?id=41198074 - since then I've learned from their status page that it seems Cloudflare has had an outage since August 2nd of their support services for Business and Pro customers! https://cloudflarestatus.com

Does anyone know what's going on over there and when it will be fixed? I am being asked for updates on issues I can only fix with their help and I have nothing to pass on to my team.

I appreciate anyone who has insight into this chiming in or if anyone has a recommendation on who/how to contact them outside of their support portal I'd really be thankful.

15 comments

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Multicomp
Hey sorry I've also had a lot of radio silence from them. It all started when I couldn't update our team's Zero Tier user seats count back in July, and that is still ongoing. Cloudflare's core systems seem to be up (in Cloudflare terms, up is relative), but their admin backend seems to be having serious issues that I'm hoping they are working on. And or give up and crack open some kind of Solarwinds samanage or BMC footprints or heck even some bugzilla - something to get them unblocked more than they are now.

I don't have any contact info to help with.

whalesalad
Couple weeks ago we had an issue where we were running into the 100 MB file upload limit so we upgraded to pro. Even after upgrading, we still are stuck at 100 MB upload limit and after weeks of trying to reach out to support (submitting HAR files, etc) that limit has not been raised. Cancelled pro because it simply doesn’t work and yeah support sucks. At one point we got a candid response (paraphrasing): sorry we've been late to reply, shit has been hitting the fan recently.

It's really unfortunate because Cloudflare is incredibly valuable tech and we rely on it for all sorts of things: zero trust, tunnels via cloudflared, advanced page/routing/redirect rules, a lot of cloudflare pages/workers deployed, on top of all our DNS there.

We manage about 800k domains so having a reliable partner here is critical.

pxeboot
Unless it changed recently, Pro has the same 100mb upload limit as the Free tier. You need a Business or Enterprise plan for a higher limit.
whalesalad
Maybe I meant to say business? I explicitly upgraded to the plan that allows 200mb.

As a stop gap, since our assets are stored on S3, we transitioned to using pre-signed URL's that the client will directly upload to.

plasma
Note you need to also raise the configuration limit of max upload to 200mb after the plan change in settings.
whalesalad
Yep, tried that (ridiculous it doesn’t auto update to this though)
borisk
Apparently a few CF customers got emails last week saying that CF is investigating a customer data leak. Wonder if it has something to do with the lack of response from support.
mattrick
I’ve had a lot of trouble with their support recently as well. A domain I was trying to renew just…wouldn’t. The ticket I opened went unanswered for nearly a month. What finally got them to look at it was posting on their forums with a ticket ID. Even still, they just quietly renewed the domain without a response or confirmation or anything so it’s technically still open…
aitooltrek-com
I have tried to contact Cloudflare Support via discord regarding their worker issue. Cloudflare team replied within 24 hours or shorter in channel. I suggest you can try to talk to Cloudflare team via their discord for prompt response.
freitasm
I opened a case earlier today (Pro subscription zone) and had a reply in about five hours.

Account with one Pro zone, and multiple free zones.

moralestapia
I found an actual bug in their infrastructure, on R2, which somehow still feels like a beta product.

I made sure it was an issue with them, not on me. I documented it. It's reproducible, tried it on another cloudflare account I own and the exact same thing happens when the conditions are there. I was doing work for them, for free.

So, I went on the Discord just to find out how poorly they treat people there. I insisted on this thing for like one or two days, IIRC. Several members of their team saw my post and dgaf. Eventually, I @pinged one of them (the one who I thought was the more appropriate one) and xir response was "that's not my job", damn, just cold like that, not even "but you could try reaching out ...".

I went on to look xim up online and turns out xi was something like the "developer experience guru" for Cloudflare, lol. I called xim on that, "hey, you know, this actually is your job" and xi doubled down, so I told xim "this is bs, maybe you're just a lazy employee" which got me banned from the Discord.

Since then, my stance on Cloudflare is "take whatever I can get from them for free, and never spend a single dime in any of their services".

I ended up going back to S3 because of this bug, unlimited egress (while sweet) is not really a selling point for my particular use case.

acheong08
I find them generally unresponsive. I have tickets from months ago that are still unanswered. Trying to move off them which is disappointing since they have such a convenient product.