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
• 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 the Cloudflare Status Page ↗︎. If reporting issues with your site, ensure you provide adequate details in the support case.

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 vary depending on your plan.

Use this table to choose the right channel for your situation.

Keep the following in mind:

• Every chat session and phone call automatically creates a support case.
• If you already have an open case, provide your case number when you call or chat.
• If you are not sure which channel to use, open a support case.

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, which automatically refreshes every 30 seconds
• An authenticator app token on your mobile device

In both cases, you also need your Unique Customer ID, which is displayed in the single-use token pop-up window (step 3 of the single-use token method below).

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

2. Click the Emergency hotline tile.

3. Click Get a single-use token. A pop-up window appears 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 the Emergency hotline tile.

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

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

To submit a support case:

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

2. Click 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 are experiencing.

6. Complete the case submission fields as fully as possible. Missing information can delay your response — refer to Gathering information for troubleshooting sites for guidance. Include:

   • A detailed description of the issue, with:
     • Timestamp (UTC)
     • Zone name and Zone ID
     • Problem frequency
     • Steps to reproduce the issue
     • Actual results versus expected results
   • Any supporting technical information:
     • Exact error messages
     • HAR files
     • Screenshots
     • Relevant logs from your origin web server
     • Output from diagnostic tools such as MTR, traceroute, dig/nslookup, and cURL
   • Priority level and impact to your service or production environment
   • Any collaborators you want CC'd on the case

7. Click Submit 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. Do not upload ZIP or RAR files when sharing HAR files, and 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, provide a link using Google Drive or a similar sharing platform.

When sending Cloudflare Support packet captures:

1. Filter for relevant traffic. Use a display filter and then 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 the My Cases tile. You are redirected to the portal where you can see your cases and any cases you are CC'd on.

To add participants to an open case:

3. Select the case you want to add a participant to.

4. Enter their email address 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 the Chat with a human tile. The chat widget opens 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 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 fastest response. Explicitly specify the priority level and impact to your production service when reaching out to Cloudflare support.

The following definitions explain the priority levels Cloudflare assigns to cases and the associated Service Level Agreement (SLA) or Service Level Objective (SLO). Whenever possible, responses are provided sooner 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 and 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 (for example, an attack that Cloudflare successfully blocked).
• P4 Low — Low business impact: General inquiries and non-urgent requests. The issue does not affect your service availability or business operations.
  • Example: You are requesting feature enhancements or recommendations for improving security or performance.
  • Example: You have questions about Cloudflare 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

Business, Pro, and Free plan customers have no contractual SLA. Cases are responded to in the order they are received. For a faster answer, search or post on the Community 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