From 8811c0ab76dc237cee9a5d18b21636671a35ec20 Mon Sep 17 00:00:00 2001 From: Simon Date: Wed, 3 Sep 2025 12:44:32 +0100 Subject: [PATCH 1/4] PCX-18883 Billing Overview updates --- src/content/docs/billing/index.mdx | 38 +++++++++++++++++-- .../billing/pay-invoices-overdue-balances.mdx | 4 ++ 2 files changed, 39 insertions(+), 3 deletions(-) diff --git a/src/content/docs/billing/index.mdx b/src/content/docs/billing/index.mdx index edbd096342c5037..6ceacb9a59330ce 100644 --- a/src/content/docs/billing/index.mdx +++ b/src/content/docs/billing/index.mdx @@ -9,8 +9,40 @@ head: description: Manage billing and subscriptions for your account. --- -At Cloudflare, our mission is to help build a better Internet. We believe the web should be open and free, and that all websites and web users, no matter how small, should be safe, secure, and fast. Cloudflare always has and always will offer a generous free plan for [many reasons](https://blog.cloudflare.com/cloudflares-commitment-to-free/). +Welcome to the Cloudflare Billing and Payment Help Center! Here you will find answers to some of the most common and impactful issues facing our customers today. Most current issues revolve around: -We work hard to minimize the cost of running our network so we can offer huge value in our Free plan. On top of this, protecting more sites means we get better data about the types of attacks on our network so we can offer better security and protection for all. +* payment failures +* outstanding balances +* subscription renewals +* cancellation requests +* updating payment methods +* understanding billing cycles. -As a privacy-first company, Cloudflare does not sell your data. In fact, Cloudflare recognizes privacy in personal data as a fundamental human right and has taken a [number of steps](https://blog.cloudflare.com/certifying-our-commitment-to-your-right-to-information-privacy/) to demonstrate our commitment to privacy. +An overview of these issues can be found below: + +## Failed Plan Modifications + +You may receive an error when attempting to purchase a product, pay a balance or change a paid plan. Review the following guides for possible solutions: + +* [Resolve a payment failure](/billing/troubleshoot-failed-payments/) +* [Resolve the zone cannot be upgraded error](/billing/resolve-zone-cannot-be-ugpraded/) +* [Resolve "you cannot modify this subscription"](/billing/resolve-you-cannot-modify-this-subscription/) + +If the problems above do not apply to you, there are intermittent issues with subscription upgrades, downgrades, and cancellations. This may result in billing charges being applied without the subscription level being updated. In these instances you should [contact support](/support/contacting-cloudflare-support/). + +## Cannot Update or Remove Payment Methods + +You should be able to add, update & remove payment methods in your account. If you are seeing difficulties doing this, please refer to the following guides for possible solutions: + +* [Update billing information](/billing/update-billing-info/) +* [Resolve "cannot remove payment method"](/billing/resolve-cannot-remove-payment-method/) + +If the solutions above do not apply to you, we have observed reports of not being able to update or add payment methods within the dashboard. In these instances you should [contact support](/support/contacting-cloudflare-support/). + +## Cancellations + +Cancellations are not processed until the end of the billing period. To understand more refer to [Cancel Cloudflare subscriptions](/billing/cancel-subscription/). + +## Non-refundable occurrences + +In accordance with the Cloudflare Billing Policy, please be aware that some [Non-Refundable occurrences](/billing/billing-policy/#non-refundable-occurrences) cannot be refunded and you should not contact support to request refunds for these. \ No newline at end of file diff --git a/src/content/docs/billing/pay-invoices-overdue-balances.mdx b/src/content/docs/billing/pay-invoices-overdue-balances.mdx index 562dda402dbb174..b60098f5f621b3b 100644 --- a/src/content/docs/billing/pay-invoices-overdue-balances.mdx +++ b/src/content/docs/billing/pay-invoices-overdue-balances.mdx @@ -36,6 +36,10 @@ When an outstanding balance is due, a new invoice will be created in your accoun 5. On the invoice PDF, look for the section below the **Pay Online** link: **Invoice that pays the following outstanding balance:** and note the invoice number 6. Go back to the **Invoices and documents** section and click to view the invoice number +::warn +Please note that some unpaid invoices may not be visible. These unpaid invoices will still prevent account modifications. In these cases you should [contact Cloudflare Support](/support/contacting-cloudflare-support/). +:: + ## Pay an outstanding balance :::note From 8dcbf7c1df3ec0560a2469288ae20d35a24b8738 Mon Sep 17 00:00:00 2001 From: simon-says Date: Wed, 3 Sep 2025 14:19:41 +0100 Subject: [PATCH 2/4] Update pay-invoices-overdue-balances.mdx Fixing warning box and removing note box, to comply with style guide --- .../docs/billing/pay-invoices-overdue-balances.mdx | 10 +++------- 1 file changed, 3 insertions(+), 7 deletions(-) diff --git a/src/content/docs/billing/pay-invoices-overdue-balances.mdx b/src/content/docs/billing/pay-invoices-overdue-balances.mdx index b60098f5f621b3b..c09ca0183b71353 100644 --- a/src/content/docs/billing/pay-invoices-overdue-balances.mdx +++ b/src/content/docs/billing/pay-invoices-overdue-balances.mdx @@ -23,8 +23,8 @@ You can pay your entire balance in one transaction, or if you have multiple invo ## Understand why you have an outstanding balance -:::note -It’s important to note that while the earlier invoice may appear as paid, the balance due has not been waived. It has simply been carried forward into a newer invoice for administrative and compliance purposes. +:::warn +Please note that some unpaid invoices may not be visible. These unpaid invoices will still prevent account modifications. In these cases you should [contact Cloudflare Support](/support/contacting-cloudflare-support/). ::: When an outstanding balance is due, a new invoice will be created in your account for that amount. When you view that new invoice, it will show the original invoice number that the outstanding balance relates to. You can look up this original invoice to understand which product(s) were not fully paid for. @@ -36,10 +36,6 @@ When an outstanding balance is due, a new invoice will be created in your accoun 5. On the invoice PDF, look for the section below the **Pay Online** link: **Invoice that pays the following outstanding balance:** and note the invoice number 6. Go back to the **Invoices and documents** section and click to view the invoice number -::warn -Please note that some unpaid invoices may not be visible. These unpaid invoices will still prevent account modifications. In these cases you should [contact Cloudflare Support](/support/contacting-cloudflare-support/). -:: - ## Pay an outstanding balance :::note @@ -64,4 +60,4 @@ If an automatic subscription renewal payment fails, Cloudflare automatically ret 3. Select **Invoices and documents**. 4. Select **Pay now** next to the invoice you want to pay. -You will be redirected to our payment system to proceed. \ No newline at end of file +You will be redirected to our payment system to proceed. From 8d34ccee0b1e3456fd81ffe768dec422ea4ad3d5 Mon Sep 17 00:00:00 2001 From: =?UTF-8?q?Denise=20Pe=C3=B1a?= <75506267+dcpena@users.noreply.github.com> Date: Wed, 3 Sep 2025 09:57:31 -0500 Subject: [PATCH 3/4] Small style edits --- src/content/docs/billing/index.mdx | 28 ++++++++++++++-------------- 1 file changed, 14 insertions(+), 14 deletions(-) diff --git a/src/content/docs/billing/index.mdx b/src/content/docs/billing/index.mdx index 6ceacb9a59330ce..28c2a32110bbf3f 100644 --- a/src/content/docs/billing/index.mdx +++ b/src/content/docs/billing/index.mdx @@ -11,12 +11,12 @@ description: Manage billing and subscriptions for your account. Welcome to the Cloudflare Billing and Payment Help Center! Here you will find answers to some of the most common and impactful issues facing our customers today. Most current issues revolve around: -* payment failures -* outstanding balances -* subscription renewals -* cancellation requests -* updating payment methods -* understanding billing cycles. +* Payment failures +* Outstanding balances +* Subscription renewals +* Cancellation requests +* Updating payment methods +* Understanding billing cycles. An overview of these issues can be found below: @@ -26,23 +26,23 @@ You may receive an error when attempting to purchase a product, pay a balance or * [Resolve a payment failure](/billing/troubleshoot-failed-payments/) * [Resolve the zone cannot be upgraded error](/billing/resolve-zone-cannot-be-ugpraded/) -* [Resolve "you cannot modify this subscription"](/billing/resolve-you-cannot-modify-this-subscription/) +* [Resolve "You cannot modify this subscription"](/billing/resolve-you-cannot-modify-this-subscription/) -If the problems above do not apply to you, there are intermittent issues with subscription upgrades, downgrades, and cancellations. This may result in billing charges being applied without the subscription level being updated. In these instances you should [contact support](/support/contacting-cloudflare-support/). +If the problems above do not apply to you, there are intermittent issues with subscription upgrades, downgrades, and cancellations. This may result in billing charges being applied without the subscription level being updated. In these instances, you should [contact support](/support/contacting-cloudflare-support/). -## Cannot Update or Remove Payment Methods +## Cannot update or remove payment methods -You should be able to add, update & remove payment methods in your account. If you are seeing difficulties doing this, please refer to the following guides for possible solutions: +You should be able to add, update, and remove payment methods in your account. If you are seeing difficulties doing this, refer to the following guides for possible solutions: * [Update billing information](/billing/update-billing-info/) -* [Resolve "cannot remove payment method"](/billing/resolve-cannot-remove-payment-method/) +* [Resolve "Cannot remove payment method"](/billing/resolve-cannot-remove-payment-method/) -If the solutions above do not apply to you, we have observed reports of not being able to update or add payment methods within the dashboard. In these instances you should [contact support](/support/contacting-cloudflare-support/). +If the solutions above do not apply to you, we have observed reports of being unable to update or add payment methods within the dashboard. In these instances, you should [contact support](/support/contacting-cloudflare-support/). ## Cancellations -Cancellations are not processed until the end of the billing period. To understand more refer to [Cancel Cloudflare subscriptions](/billing/cancel-subscription/). +Cancellations are not processed until the end of the billing period. To understand more, refer to [Cancel Cloudflare subscriptions](/billing/cancel-subscription/). ## Non-refundable occurrences -In accordance with the Cloudflare Billing Policy, please be aware that some [Non-Refundable occurrences](/billing/billing-policy/#non-refundable-occurrences) cannot be refunded and you should not contact support to request refunds for these. \ No newline at end of file +In accordance with the Cloudflare Billing Policy, be aware that some [Non-Refundable occurrences](/billing/billing-policy/#non-refundable-occurrences) cannot be refunded and you should not contact support to request refunds for these. From 744eecc5ab9fb890caf1aaf453817dcd9ff4b691 Mon Sep 17 00:00:00 2001 From: =?UTF-8?q?Denise=20Pe=C3=B1a?= <75506267+dcpena@users.noreply.github.com> Date: Wed, 3 Sep 2025 09:58:15 -0500 Subject: [PATCH 4/4] Tiny edit --- src/content/docs/billing/index.mdx | 2 +- 1 file changed, 1 insertion(+), 1 deletion(-) diff --git a/src/content/docs/billing/index.mdx b/src/content/docs/billing/index.mdx index 28c2a32110bbf3f..4ef638d230a17a8 100644 --- a/src/content/docs/billing/index.mdx +++ b/src/content/docs/billing/index.mdx @@ -16,7 +16,7 @@ Welcome to the Cloudflare Billing and Payment Help Center! Here you will find an * Subscription renewals * Cancellation requests * Updating payment methods -* Understanding billing cycles. +* Understanding billing cycles An overview of these issues can be found below: