cloudflare · travisgahn · Sep 12, 2025
@@ -46,3 +46,34 @@ Cancellations are not processed until the end of the billing period. To understa
 ## Non-refundable occurrences
 
 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.
+
+### FAQ on trending issues reported by Cloudflare customers can be found below:
+
+Billing and Payment Issues
+
+| Issue | Description | Solutions |
+|----|----|----|
+| Unexpected Charges | “I got charged for something I never signed up for. My invoice says I owe money for an add-on I don’t recognize and never wanted. It feels like I’m being billed for a service I was just looking at, and now my account is showing a large, unexpected amount due.” | 1\. **Review your account for active add-ons**. Go to your **Billing > Subscriptions** page and review every active subscription. 2. **Cancel the unwanted service**. For any service you don’t need, click the **Change** button and select the option to cancel. 3. For charges that have already been processed, submit a support ticket with your invoice ID. Explain that the charge was for a service you did not intend to use and request a refund or account credit. |
+| Payment Failures | “I’m trying to pay my bill or buy a new domain, but my card keeps getting declined. My bank says there’s no problem on their end and that Cloudflare isn’t even trying to take the payment. I’ve tried multiple cards and even PayPal, but nothing works, and now my services are blocked because of an ‘overdue balance.’” | 1\. **Contact your bank immediately**. Explain that you are trying to make a payment to “Cloudflare Inc.” and ask them to remove any blocks or fraud prevention measures. 2. **Manually pay the overdue amount**. In your dashboard, go to **Billing > Invoices and documents** and click **Pay now** next to any unpaid invoice. 3. **Update your payment method**. If the issue persists, add a new payment method (a different card or PayPal) to your account under **Billing > Payment Info**. Make sure all details (billing address, etc.) are correct. |
+| Invoice Confusion | “I’m trying to figure out what I’m being charged for, but the invoice is missing, or it has a weird amount on it that doesn’t make sense. It’s frustrating because I can’t reconcile the charges with my account, and I’ve even been billed twice for the same thing.” | 1\. **Check all your Cloudflare accounts**. If you have multiple accounts, log into each one to ensure the invoice isn’t tied to a different email address or domain. 2. **Manually download invoices**. Go to **Billing > Invoices and documents** and download the PDF for your most recent invoice. Check for a line item that references a “past due amount.” This will tell you which previous invoice the charge is for. 3. If you still can’t find the invoice, open a support ticket and provide the transaction ID from your bank statement. Ask the billing team to locate the invoice and explain the charges. |
+| Accidental Purchases | “I accidentally registered the wrong domain name. I realized my mistake right away and didn’t use it, so I’m hoping to get a refund. I’ve also been double-charged for a transfer, and I need one of the payments returned to me.” | 1\. **Act quickly**. For accidental domain purchases, open a support ticket within a few hours of the transaction. Explain that you made a typo and have not used the domain at all. 2. **Provide documentation**. For double charges, attach screenshots of both invoices or transaction records to your support ticket. Clearly state which charge you believe is a duplicate and request a refund. |
+
+---
+
+Domain Transfer and Registration Issues
+
+| Issue | Description from the Customer’s Perspective | Solutions |
+|----|----|----|
+| Stuck Transfers | “I’m trying to transfer my domain to Cloudflare, but the process is just stuck. My old registrar says they’ve released it and that you need to accept it, but Cloudflare’s dashboard says I still need to fix something on their side. The ‘cancel transfer’ button doesn’t even work, so I’m in limbo.” | 1\. **Check transfer eligibility**. Log into your current registrar and verify that your domain is unlocked and DNSSEC is disabled. Also, ensure the domain isn’t within the 60-day lock period after a new registration or contact update. 2. **Verify the transfer tag**. If it is a .uk domain, confirm that the IPS tag is set to CLOUDFLARE. 3. If the transfer remains stuck after 48 hours, submit a support ticket. A support agent can manually check for a pending transfer request and push it through. |
+| Registration Failures | “Every time I try to register a new domain, the payment fails with a generic ‘something went wrong’ error. I’ve tried everything—different cards, different browsers—but it just won’t go through. It’s an active card with plenty of funds, so I don’t know what the problem is.” | 1\. **Review your billing profile**. Go to **Manage Account > Billing > Payment Info** and confirm that your billing address is accurate and complete. 2. **Try a different browser or device**. Use a different browser, incognito mode, or a different device to rule out local issues. 3. If the issue persists, submit a support ticket. Provide the domain name you are trying to register and any error messages you see. This issue is often related to internal security checks that require manual review. |
+| Accidental Registration | “I made a typo when I registered my domain name. I caught the mistake as soon as I hit ‘submit,’ but now I’m stuck with a misspelled domain. I need to get rid of this one and get a refund so I can register the correct one.” | 1\. **Be careful to not use the incorrect domain name**. Do not set up DNS, nameservers, or any other services for the misspelled domain. 2. Immediately open a support ticket. Explain that the domain was purchased in error due to a typo and that it is completely unused. Request that the registration be canceled and the payment refunded. |
+
+---
+
+Technical and Subscription Issues
+
+| Issue | Description from the Customer’s Perspective | Solutions |
+|----|----|----|
+| Plan Not Activating | “I paid for the Pro plan, and my credit card was charged, but my account still says I’m on the Free plan. The Pro features are unavailable, and it’s asking me to upgrade again. I’m paying for a service I can’t even use.” | 1\. **Wait for propagation**. It can take up to 48 hours for a subscription change to fully update across all of Cloudflare’s systems. Be patient. 2. **Clear cache**. Clear your browser’s cache and cookies and log back in to ensure you are seeing the latest dashboard information. 3. **Request a manual update**. If the plan still doesn’t show as active after 48 hours, submit a support ticket with your domain and invoice ID. Ask for the plan to be manually applied to the correct zone. |
+| Services Blocked | “My R2 storage suddenly stopped working. The dashboard says I have an overdue balance, but I’ve checked my billing page, and all my invoices are marked as paid. I can’t access my data, and there’s no way to fix it myself.” | 1\. **Look for a hidden invoice**. The system may have an internal balance that isn’t displayed on your main billing page. Go to **Billing > Pay overdue balances** to see if a payment option is available. 2. If there’s no visible way to pay the balance, this is a known bug. You must open a support ticket and provide the error message you received when trying to access the service. A support agent will be able to correct the billing status of your account. |
+| Unwanted Subscription | “I’m being charged every month for a subscription that isn’t listed under my account. I can’t find it to cancel it, but it keeps showing up on my invoices. I need this to be stopped so I don’t get charged again.” | 1\. Submit a support ticket. This issue cannot be resolved through the dashboard. Open a ticket with the Cloudflare billing team. 2. Provide proof of the charge. Include a screenshot of the invoice or the line item on your bank statement that shows the charge for the unwanted subscription. 3. Request a manual cancellation. Explain that the subscription is not visible in your dashboard and ask a support agent to manually cancel it from their end to prevent future charges. |