Learn about how to contact Cloudflare Support and how to file a support ticket.
Methods of contacting Cloudflare support
As a Cloudflare customer, you can contact Cloudflare for support via the community, chat, or support ticket. Support options can vary depending on your plan.
|Community Join the community and ask basic troubleshooting questions, view the latest resources like tips for resolving common customer issues.||Yes||Yes||Recommended||Recommended|
|Support ticket Use to troubleshoot specific issues or errors. Response times depend on your plan.||Yes||Yes||Yes||No*|
|Chat Use to ask specific questions.||Yes||Yes||No||No|
|Emergency Phone Use phone support to report emergencies such as site outages or DDOS attacks.||Yes||No||No||No|
|* Customers on Free plans are encouraged to utilize our Cloudflare Community and will only receive standard ticket support for billing, account, 2FA, and abuse issues.|
Verifying your identity
For account security, you must verify your identity and account ownership in the Cloudflare dashboard before discussing account settings and sensitive details with Cloudflare Support. There are two verification options:
- a single-use token that automatically refreshes every thirty (30) seconds, or
- an authenticator app token on your mobile device.
Authenticating your account
1. Log into your Cloudflare account.
2. In the upper right corner of the Cloudflare dashboard, click Support.
3. Click Contact Support. Scroll down to the Emergency Phone Support Hotline - Authentication card.
4. To authenticate using a single-use token, click Get a single-use token. A pop-up window will appear with the token code. The code automatically refreshes every 30 seconds.
5. To authenticate using an authenticator app, click Configure authenticator app and follow the configuration instructions on the following screen. After configuration, the token code will appear in your mobile authentication application.
6. Wait until the Cloudflare Support agent asks for the code before sharing the verification token.
Filing a support ticket
To submit a support ticket, follow these steps:
- Browse to https://dash.cloudflare.com/redirect?account=support.
- Enter the email and password for your Cloudflare account. Your email needs to be verified in order to submit a Support ticket.
- Select the appropriate account requiring assistance.
- The Are you experiencing a problem with Cloudflare? window appears.
- Click Get more help in the Get additional help section.
- Select the domains having issues.
- Enter a one sentence summary of the issue and click Next.
- Cloudflare checks your domain for configuration issues and provides a summary of identified issues relating to your inquiry.
- Review the diagnostics information and click Next if your issue remains unresolved.
- Enter full details of your inquiry or issue in the Description, such as:
- Timestamp (UTC)
- Problem frequency
- Steps to reproduce the issue, with actual results vs expected results
- Any additional info like site URLs, error messages, screenshots, or relevant logs from your origin web server
- Any relevant output from test tools (MTR, traceroute, dig/nslookup, cURL)
- Click Send.
View open support tickets
- Log in to your Cloudflare account.
- Select Help Center from Support dropdown.
- Click Sign In if it appears in the top-right corner; otherwise, click on your name or profile picture.
- Click My Activities & Requests.
Service Level Agreements and Objectives
How we prioritize your issue
Cloudflare support responds to every ticket received in the following priority order:
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. Below are definitions of the priority levels Cloudflare assigns to tickets, and the associated Service Level Agreement (SLA) or Service Level Objective (SLO). Whenever possible, responses are provided quicker than the noted SLAs.
- P1 - Service is significantly impaired and unavailable to multiple user locations.
- For example: site down issues or an ongoing attack.
- P2 - Repeated inability to use the Service from a single location or localized region.
- For example: a localized denial of service issue. Such issue may be to a single website or even a single server.
- P3 - An issue, that whilst potentially service impacting, does not prevent service usage
- For example: purely informational requests, reports, or usage questions, or clarifications regarding documentation, or performance that whilst usable, is considered less than ideal
- P4 - General questions related to Cloudflare’s products and services
- P1 - initial response in 1 hour
- P2 - initial response in 2 hours
- P3 - initial response in 24 hours
- P4 - initial response in 24 hours
- P1 - initial response in 2 hours
- P2 - initial response in 4 hours
- P3 - initial response in 48 hours
- P4 - initial response in 48 hours
- P1 - initial response in 8 hours
- P2 - initial response in 12 hours
- P3 - initial response in 72 hours
- P4 - initial response in 72 hours
SLOs for other plans
- Pro SLO - 5 days for all priority levels
- 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 our Community forums.
Guidelines for contacting Cloudflare support
Cloudflare Support cannot perform the following actions:
- Make configuration or account changes on a customer’s behalf,
- Provide sensitive account info over the phone, or
- 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 the Cloudflare Status Page. If reporting issues with your site, ensure to provide adequate details in the support ticket.