Contacting Cloudflare Support

Cloudflare Support cannot perform the following actions:

• Make configuration or account changes on a customers behalf
• Provide sensitive account info over the phone
• Troubleshoot or debug customer's code and its logic
• Troubleshoot or answer questions about domains not associated with the Cloudflare account email address used to contact support

Before notifying Cloudflare of an issue with your site, refer to theCloudflare Status Page . If reporting issues with your site, ensure to provide adequate details in the support case (refer to Getting help with an issue for more information).

As a Cloudflare customer, you can contact Cloudflare for support via the community portal or by opening a support case, live chat, or phone. Support options can vary depending on your plan.

In case of an emergency, Enterprise customers can reach Cloudflare Support directly via our global emergency phone line.

For account security, you must verify your identity and account ownership before discussing account settings and sensitive details with Cloudflare Support. There are two verification options:

• a single-use token generated in the Dashboard that automatically refreshes every thirty (30) seconds
• an authenticator app token on your mobile device.

In both cases, you will also need your Unique Customer ID (refer to Finding your Unique Customer ID for more information).

1. In the Cloudflare dashboard, go to the Support page and select the account you are calling about.

2. Click on the Emergency hotline tile.

3. Click Get a single-use token. A pop-up window will appear with your Unique Customer ID and One Time Passcode. The code automatically refreshes every 30 seconds.

1. In the Cloudflare dashboard, go to the Support page and select the account you are calling about.

2. Click on the Emergency hotline tile.

3. Click Configure authenticator app and follow the configuration instructions.

4. After configuration, the token code will appear in your mobile authentication app when you need it.

Your Unique Customer ID is required when calling the emergency phone line, regardless of which verification method you use.

1. In the Cloudflare dashboard, go to the Support page and select the account you are calling about.

2. Click on the Emergency hotline tile.

3. Click Get a single-use token. Your Unique Customer ID will appear in the pop-up window.

To submit a support case, follow these steps:

1. In the Cloudflare dashboard, go to the Support page and select the account you require assistance for.

2. Click on the Technical Support tile, or for billing issues click Billing and then click Create a Case at the bottom of the following screen.

3. Choose the category and subcategories that best define your issue.

4. Choose the affected domains (if applicable).

5. Enter a detailed summary of the issue youre experiencing.

6. Complete the case submission fields as completely as possible with the following information. (Please note that missing information will increase the time it takes to resolve your issue and our team may not be able to investigate without enough information. Please review Gathering information for troubleshooting sites and make sure you include all needed information.) - A detailed description of the issue with the following information:

   • Timestamp (UTC)
   • ZoneName/ZoneID
   • Problem frequency
   • Steps to reproduce the issue, with actual results vs expected results - Any necessary information for a technical investigation
   • A description of the actual results vs expected results
   • Steps to reproduce the issue, with example URLs
   • Exact error messages
   • HAR files
   • Screenshots
   • Relevant logs from the origin web server
   • Output from test tools such as MTR, traceroute, dig/nslookup, and cURL - Priority level, impact to service / production - Any collaborators whom you wish to be cc'd on the case

7. ClickSubmit Case.

You can only upload the following file types in a case or a chat:

Image

• png, jpg, gif, ico, tiff

Video

• mp4, avi, webm

Text

• har, txt, csv, eml, css, html, json, tf

Packet Capture

• pcap, pcapng, cap

Cloudflare Support only accepts the Cloudflare One Client diagnostics as compressed files. Please do not upload ZIP or RAR files when sharing HAR files, and please do not share compressed documents like DOCX, XLSX, or PPTX.

The maximum file size is 20 MB. If you need to share a larger file, please provide a link to the file using Google Drive or a similar sharing platform of your choice.

When sending Cloudflare Support packet captures, please do the following:

1. Filter for relevant traffic. Use a display filter and then save export specified packets to reduce the file size.
2. Include the name of the device and interface/tunnel in the file name.
3. Describe what each packet capture shows.

1. In the Cloudflare dashboard, go to the Support page.

2. Click on the My Cases tile.

3. You will be redirected to the portal where you can see your own cases and cases you are CC'd on.

1. In the Cloudflare dashboard, go to the Support page.

2. Click on the My Cases tile.

3. You will be redirected to the portal where you can see your own cases and cases you are CC'd on.

4. Select the case you want to add participants to.

5. Enter their email in the Case Participants box in the top right and click Add.

Use live chat for quick questions that do not require deep technical investigation:

1. In the Cloudflare dashboard, go to the Support page.

2. Click on the Chat with a human tile. The chat widget will open immediately. Enter a brief description of your problem to begin.

3. Wait for an agent to join the conversation. Response times may vary based on current chat volume.

Cloudflare support responds to every case received in the following priority order:

• Premium Enterprise
• Standard Enterprise
• Business
• Pro
• Free

Cloudflare Support strives to respond to our customers as quickly as possible. Urgent issues (site down, under attack) are prioritized for the quickest response possible. Please explicitly specify the priority level and impact to your production service when reaching out to Cloudflare support.

Below are definitions of the priority levels Cloudflare assigns to cases and the associated Service Level Agreement (SLA) or Service Level Objective (SLO). Whenever possible, responses are provided quicker than the noted SLAs.

• P1 Urgent- Critical Business Impact: Severe disruption to your business operations. This issue requires immediate and ongoing attention from both Cloudflare as well as yourself as it directly affects revenue, users, or business continuity.
  • Example: Your websites, applications, or services are completely unavailable or severely impaired across multiple regions or ISPs.
  • Example: A confirmed, active security attack is causing major disruptions, such as denial of service, data breaches, or account compromises.
• P2 High - High Business Impact: Significant but localized service or security disruption. While not a full outage, this issue affects business operations and requires urgent resolution.
  • Example: A recurring or persistent issue is affecting a portion of your users, such as degraded performance, intermittent outages, or limited accessibility.
  • Example: A past, confirmed security attack has resulted in measurable impact, requiring investigation and mitigation to prevent recurrence.
• P3 Normal - Moderate Business Impact: Limited service impact or suspected security concerns. The issue does not pose an immediate risk but requires attention for continued reliability.
  • Example: Your service is operational, but you are experiencing minor disruptions, such as performance fluctuations, unexpected behavior, or non-critical bugs.
  • Example: A suspected security threat has been detected but is currently mitigated (e.g., an attack that Cloudflare successfully blocked).
• P4 Low - Low Business Impact: General inquiries and non-urgent requests. The issue does not impact your service availability or business operations.
  • Example: You are requesting feature enhancements or recommendations for improving security or performance.
  • Example: You have questions about Cloudflares products, documentation, or best practices.

• P1 Urgent- initial response in 1 hour
• P2 High - initial response in 2 hours
• P3 Normal - initial response in 24 hours
• P4 Low - initial response in 24 hours

• P1 Urgent - initial response in 2 hours
• P2 High - initial response in 4 hours
• P3 Normal - initial response in 48 hours
• P4 Low - initial response in 48 hours

• Pay-as-you-go and Free customers - No SLAs are offered, but customers are responded to in the order in which their request is received. For a quicker answer, we highly recommend searching or posting on ourCommunity forums .

Cloudflare provides technical support in English to ensure accuracy during troubleshooting. All support cases, live chats, and phone interactions are conducted in English.

If you need help composing your request in English, browser-based translation tools such as Google Translate can assist with drafting your message.

Cloudflare offers worldwide support, which covers:

• Asia-Pacific
• Europe, Middle East, and Africa
• North and South America

1. Customers on Free plans are encouraged to utilize our Cloudflare Community and will only receive standard case support for billing, account, and registrar issues.