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Update contacting-cloudflare-support.mdx #25554

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Update contacting-cloudflare-support.mdx
simon-says Oct 1, 2025
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Delete src/assets/images/support/contact-cloudflare-menu.png
simon-says Oct 1, 2025
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Delete src/assets/images/support/Screen_Shot_2022-09-28_at_11.41.37.png
simon-says Oct 1, 2025
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Update contacting-cloudflare-support.mdx
simon-says Oct 1, 2025
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90 changes: 52 additions & 38 deletions src/content/docs/support/contacting-cloudflare-support.mdx
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Expand Up @@ -6,6 +6,9 @@ description: Learn how to contact Cloudflare Support via community, chat, or pho
sidebar:
order: 1
---

import { LinkButton } from "~/components";

## Guidelines for contacting Cloudflare support

Cloudflare Support _cannot_ perform the following actions:
Expand Down Expand Up @@ -45,7 +48,7 @@ Customers on Free plans are encouraged to utilize our Cloudflare Community and w

:::

## Verifying your identity
## Verifying your identity on phone calls

_(For Enterprise Emergency Phone Support)_

Expand All @@ -56,40 +59,39 @@ For account security, you must verify your identity and account ownership in the

### Authenticating your account

1\. Log into your Cloudflare account.

2\. In the upper right corner of the Cloudflare dashboard, select **Support** > **Support** or visit [https://dash.cloudflare.com/?to=/:account/support](https://dash.cloudflare.com/?to=/:account/support).
1. In the Cloudflare dashboard, go to the **Support** page and select the account you are calling about.

![](~/assets/images/support/contact-cloudflare-menu.png)
<LinkButton href="https://dash.cloudflare.com/?to=/:account/support" icon="external">Go to Support</LinkButton>

3\. On the right-hand column there is a section for _Emergency Phone Support Hotline_.
2. Click on the **Technical Support** tile and then the **Emergency Phone Line** tile.

![](~/assets/images/support/Screen_Shot_2022-09-28_at_11.41.37.png)

4\. To authenticate using a single-use token, 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.
3. To authenticate using a single-use token, click on the **Get a single-use token** button. A pop-up window will appear with your Unique Customer Id and One Time Passcode. The code automatically refreshes every 30 seconds.

![](~/assets/images/support/Emergency_Phone_Support.png)

5\. To authenticate using an authenticator app, click **Configure authenticator app** and follow the [configuration instructions](/fundamentals/user-profiles/2fa/#configure-totp-mobile-application-authentication) on the following screen. After configuration, the token code will appear in your mobile authentication application.
4. To authenticate using an authenticator app, click **Configure authenticator app** and follow the [configuration instructions](/fundamentals/user-profiles/2fa/#configure-totp-mobile-application-authentication) on the following screen. After configuration, the token code will appear in your mobile authentication application.

6\. When calling the emergency phone line, you can authenticate automatically by entering your ID and Code when requested.
5. When calling the emergency phone line, you can authenticate automatically by entering your ID and Code when requested.

---

## Getting help with an issue

To submit a support case, follow these steps:

1. Browse to [https://dash.cloudflare.com/?to=/:account/support](https://dash.cloudflare.com/?to=/:account/support).
2. Enter the **email** and **password** for your Cloudflare account. Your email needs to be [verified](/fundamentals/user-profiles/verify-email-address/) in order to submit a Support case.
3. Select the appropriate account requiring assistance.
4. Verify that you are now in the Support Portal.
5. Choose the category and subcategories that best define your issue.
6. Choose the affected domains (if applicable).
7. Enter a detailed summary of the issue you’re experiencing.
8. Review the right-hand panel of the Portal for recommended resources and for troubleshooting guides resulting from diagnostics run against your domain.
9. If the provided resources did not solve your issue, click Add more details to submit a case\*\*
10. 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](/support/troubleshooting/general-troubleshooting/gathering-information-for-troubleshooting-sites/) and make sure you include all needed information.)_
1. In the Cloudflare dashboard, go to the **Support** page and select the account you require assistance for.

<LinkButton href="https://dash.cloudflare.com/?to=/:account/support" icon="external">Go to Support</LinkButton>

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 you’re 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](/support/troubleshooting/general-troubleshooting/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
Expand All @@ -105,7 +107,7 @@ To submit a support case, follow these steps:
- Output from [test tools](/support/troubleshooting/general-troubleshooting/gathering-information-for-troubleshooting-sites/) 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
11. Click **Submit Case**
7. Click **Submit Case**

\*\* Available to certain plan types only. Refer to chart above for details.

Expand Down Expand Up @@ -143,32 +145,44 @@ When sending Cloudflare Support packet captures, please do the following:

### View open support cases

1. Log in to your Cloudflare account.
2. In the upper right corner of the Cloudflare dashboard, select **Support** > **Support** or visit [https://dash.cloudflare.com/?to=/:account/support](https://dash.cloudflare.com/?to=/:account/support).
3. If you have an open case associated with your dashboard account in the top of the right-hand column you will see a blue box with a link to "My Activities"
4. 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 and select the account you require assistance for.

<LinkButton href="https://dash.cloudflare.com/?to=/:account/support" icon="external">Go to Support</LinkButton>

2. Click on the **Technical Support** tile followed by **View My Cases**.

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

### Add participants to open support tickets

1. Log in to your Cloudflare account.
2. In the upper right corner of the Cloudflare dashboard, select **Support** > **Support** or visit [https://dash.cloudflare.com/?to=/:account/support](https://dash.cloudflare.com/?to=/:account/support).
3. If you have an open case associated with your dashboard account in the top of the right-hand column you will see a blue box with a link to "My Activities"
4. You will be redirected to the portal where you can see your own cases and cases you are CC'd on.
5. Select the case you want to add participants to.
6. Enter their email in the `Case Participants` box in the top right and click **Add**.
1. In the Cloudflare dashboard, go to the **Support** page and select the account you require assistance for.

<LinkButton href="https://dash.cloudflare.com/?to=/:account/support" icon="external">Go to Support</LinkButton>

2. Click on the **Technical Support** tile followed by **View My Cases**.

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**.

---

## Live chat support

You can also use the **live chat** (Business and Enterprise plans, only) to ask specific questions that don’t require a lot of technical investigation:

1. In the upper right corner of the Cloudflare dashboard, select **Support** > **Support** or visit [https://dash.cloudflare.com/?to=/:account/support](https://dash.cloudflare.com/?to=/:account/support).
2. Enter the email and password for your Cloudflare account. Your email needs to be verified in order to chat live with us.
3. Select the appropriate account requiring assistance.
4. Click the **Help** icon in the bottom right corner of the screen
5. The **Live Chat** screen will appear. Use the search field to check for answers to your questions:
6. If the results didn't answer your question, press the **Live chat** button and start typing your message to chat with a Technical Support Engineer.
1. Log in to your **Cloudflare dashboard** and select the **account** you need assistance with.
2. Access the **Live Chat** based on your plan type:
* **Enterprise Customers**: Click the **Chat icon** in the bottom right corner of the screen to open the Cloudflare Chat widget immediately.
* **Business Plan Customers**:
* In the Cloudflare dashboard, go to the **Support** page and select the account you require assistance for.
<LinkButton href="https://dash.cloudflare.com/?to=/:account/support" icon="external">Go to Support</LinkButton>
* Click on the **Technical Support** tile followed by **Chat with an agent**.
* Fill-out the required form to start a Chat session.

The Cloudflare Chat widget will open, send an initial message describing your problem to start chatting with an agent.

---

Expand Down
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