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

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

#1

Post by thebiglebrewski »

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.

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

#2

Post by 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.

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

#3

Post by 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.

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

#5

Post by pxeboot »

whalesalad wrote: post #3

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…

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.

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

#7

Post by whalesalad »

pxeboot wrote: post #5
whalesalad wrote: post #3

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…

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.

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.

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

#9

Post by 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…

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

#10

Post by plasma »

whalesalad wrote: post #7
pxeboot wrote: post #5

Earlier quoted context omitted.

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.

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.

Note you need to also raise the configuration limit of max upload to 200mb after the plan change in settings.
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