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Ask HN: Cloudflare incorrectly banned me – can anyone help?

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Re: Ask HN: Cloudflare incorrectly banned me – can anyone help?

#21

Post by heavymark »

eastdakota wrote: post #2

I pinged our Trust & Safety team to take another look.

Was considering moving some domains to CF registrar as have used CF for DNS for myself and clients and love it. But so get terrified that while I would never do anything intentionally to get banned/suspended that if someday was wrongly suspended that there isn’t a clear path to reach a real person to get the issue resolved. I imagine there are an unbelievable number of bad actors and so CF and other providers have to balance that. But for people to feel comfortable using very popular services like CF there needs to be a clear path for people to prove there case and get issues resolved quickly without having to always resort to trending on HN. And hopefully the process would always involve emailing the person first with steps on how to resolve the issue. I have faith CF will be able to improve in this area as they seem to have a brilliant set of people working there.

Re: Ask HN: Cloudflare incorrectly banned me – can anyone help?

#22

Post by fk6aaa545c »

This is indeed a huge risk with all big providers. Very often someone complains about being banned on google play or apple store, and it is as damaging for many if they are kicked out from AWS or CloudFlare or Azure. Fortunatelly internet is not centralized so you can find other hosting for your needs and you are not as screwed as if google or apple decided to block you. But as you say this is just a personal application so luckily no real harm done to you and you can host this anywhere.

For some reason, everyone always thinks this will never happen to them, they want to move to cloud because "they will do everything for them" while they totally ignore it's a one big vendor lock-in and pretty pricy at that.

Re: Ask HN: Cloudflare incorrectly banned me – can anyone help?

#23

Post by sergiotapia »

>Lessons learnt: Don't be clever and security is ALWAYS important.

What kind of lesson is that, we wouldn't have the internet as we know if people just followed the rules. If anything this signals that cloudflare is yet another huge company that can just shit on you with little recourse.

Re: Ask HN: Cloudflare incorrectly banned me – can anyone help?

#24

Post by throwaway72220 »

eastdakota wrote: post #7
vonseel wrote: post #3

Earlier quoted context omitted.

OP - I suggest adding some info to your profile or post here so they can identify you? Not sure if you can do that without revealing yourself to everyone else...

Yup. What’s domain in question?

Hi eastdokota, nobody got in touch with me. Could you follow up with the team? Again thank you.

Re: Ask HN: Cloudflare incorrectly banned me – can anyone help?

#25

Post by throwaway72220 »

sonstry wrote: post #8
eastdakota wrote: post #2

I pinged our Trust & Safety team to take another look.

Hello, I am from Cloudflare Trust and Safety. Can you please provide us with the domain name in question ?

Hi sonstry, sadly nobody got in touch with me.

Re: Ask HN: Cloudflare incorrectly banned me – can anyone help?

#26

Post by shyn3 »

heavymark wrote: post #21
eastdakota wrote: post #2

I pinged our Trust & Safety team to take another look.

Was considering moving some domains to CF registrar as have used CF for DNS for myself and clients and love it. But so get terrified that while I would never do anything intentionally to get banned/suspended that if someday was wrongly suspended that there isn’t a clear path to reach a real person to get the issue resolved. I imagine there are an unbelievable number of bad actors and so CF and other providers have to…

I highly doubt it will get better as they grow. I think it will get worst actually as it does with most larger organizations.

Even with an enterprise support contract the idea of calling is completely discouraged to the point it's hidden behind menus of finding a customized code to call support. Their e-mail support is a pain also because there are different techs responding with different ideas to solve a question. They don't have chat support which is annoying as well in this day and age. If you want things done, their account management team gets it done fast when on boarding.

Although the product is really good and has some limitations which are annoying but if you can deal without support this is a great product. Also their post postmortems are amazing.

Re: Ask HN: Cloudflare incorrectly banned me – can anyone help?

#27

Post by xxdesmus »

qot wrote: post #19
eastdakota wrote: post #2

I pinged our Trust & Safety team to take another look.

Going forward, what changes will you make so that people don't have to make Hackernews posts to get support?

To be clear -- the website owner can always reply to the email they receive from our Trust & Safety team. That goes directly to our team. This individual could also do that if they had further questions for the team.

Hackernews isn't a necessary route, and quite frankly no changes need to be made to existing policies. The individual could directly reach out team via a reply to the email they received. It seems in this case the person just didn't like the reply they received. That's quite different.

Re: Ask HN: Cloudflare incorrectly banned me – can anyone help?

#28

Post by throwaway72220 »

throwaway72220 wrote: post #25
sonstry wrote: post #8

Earlier quoted context omitted.

Hello, I am from Cloudflare Trust and Safety. Can you please provide us with the domain name in question ?

Hi sonstry, sadly nobody got in touch with me.

All sorted :) Thank you.

Re: Ask HN: Cloudflare incorrectly banned me – can anyone help?

#29

Post by throwaway72220 »

eastdakota wrote: post #7
vonseel wrote: post #3

Earlier quoted context omitted.

OP - I suggest adding some info to your profile or post here so they can identify you? Not sure if you can do that without revealing yourself to everyone else...

Yup. What’s domain in question?

All sorted :) Thank you.
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