Billing issues relating to subscription adjustments

- Plan Upgrade and Downgrade Issues -

We continue to see customer tickets relating to confusion around not being able to make subscription plan upgrades, downgrades, and cancellations.

Please note that in most cases an unpaid invoice is preventing those changes from occurring. Also be aware that it may take up to 24 hours to regain your ability to make subscription changes. You do not need to contact Cloudflare during this time period.

Once the payment is made and you have waited 24 hours for your payments to fully process in our system you should be able to make any desired changes to your subscription including downgrades and cancellation that are in adherence with Cloudflare policies.

Downgrades:
https://developers.cloudflare.com/fundamentals/subscriptions-and-billing/change-plan/#change-domain-plan

Cancellations:
https://developers.cloudflare.com/fundamentals/subscriptions-and-billing/cancel-subscription/#cancel-cloudflare-subscriptions

Cloudflare Policies:
https://developers.cloudflare.com/support/account-management-billing/billing-cloudflare-plans/cloudflare-billing-policy/


- Cancellation Issues -

Also, If you are making a subscription downgrade including a change from a yearly plan to a monthly plan or a change from a paid plan to a free plan, be aware that downgrades and cancellation do not take immediate effect and that you will continue to be billed and have access to your service for the remainder of your contracted service period. You should not contact Cloudflare to ask for exceptions to this policy or refunds for early downgrades and cancellations.

In addition, you may not always see a cancel button present for each subscription and often it is a switch from a paid plan to a free plan that will act as the cancellation of your paid subscription.


- Support Delays -

Although ticket volumes related to Billing issues have decreased, we are still currently experiencing delays in ticket responses. We want to assure you that we do see your tickets and appreciate your patience. All tickets will be actioned by our Support team.

You may now see that many of your issues have been fixed such as receiving duplicate invoices, unsuccessful or incomplete subscription modifications, missing invoices, and an inability to pay outstanding invoices.

If you created a ticket for one of these issues please feel encouraged to determine if your ticket is still needed. If it is no longer needed you can close your ticket now. Doing so may result in us getting to your tickets that still need help sooner.


- Potential Solution -

If you are still experiencing issues, there could be actions you can take yourself to restore your service.

The majority of issues with managing/canceling subscriptions for account holders are due to unpaid invoices.

If you are receiving dashboard errors when attempting to make modifications to your subscriptions and services please note that you may have an unpaid invoice that was previously hidden that can be paid using the following steps:

1. Log in to your Cloudflare account
2. Click on “BIlling”
3. If you see an unpaid invoice click on it
4. From within the invoice, click the “Pay Online” link
5. You will then be redirected to the BIlling system where you can proceed with your payment
6. Once the payment is made you should be able to make any desired changes to your subscription including downgrades and cancelation that are in adherence with Cloudflare policies.

We are currently experiencing delays in ticket response and a loss of functionality when upgrading and downgrading subscriptions. We see your tickets and appreciate your patience. All tickets will be actioned by our Support team.

You may now see that many of your issues have been fixed such as receiving duplicate invoices, unsuccessful or incomplete subscription modifications, missing invoices, and an inability to pay outstanding invoices.

If you created a ticket for one of these issues please feel encouraged to determine if your ticket is still needed. If it is no longer needed you can close your ticket now. Doing so may result in us getting to your tickets that still need help sooner.

If you are still experiencing issues, there could be actions you can take yourself to restore your service.

The majority of issues with managing/canceling subscriptions for account holders are due to unpaid invoices.

If you are receiving dashboard errors when attempting to make modifications to your subscriptions and services please note that you may have an unpaid invoice that was previously hidden that can be paid using the following steps:

1. Log in to your Cloudflare account
2. Click on “BIlling”
3. If you see an unpaid invoice click on it
4. From within the invoice, click the “Pay Online” link
5. You will then be redirected to the BIlling system where you can proceed with your payment
6. Once the payment is made you should be able to make any desired changes to your subscription including downgrades and cancelation that are in adherence with Cloudflare policies

Downgrades
https://developers.cloudflare.com/fundamentals/subscriptions-and-billing/change-plan/#change-domain-plan

Cancellations
https://developers.cloudflare.com/fundamentals/subscriptions-and-billing/cancel-subscription/#cancel-cloudflare-subscriptions

Cloudflare Policies
https://developers.cloudflare.com/support/account-management-billing/billing-cloudflare-plans/cloudflare-billing-policy/