Account suspended for 25+ hours — Basic Support only, need guidance for reactivation
Hello,
My AWS account has been suspended for more than 25 hours and I’m looking for guidance on next steps.
- All outstanding charges are already paid.
- I uploaded the requested verification documents (company tax certificate, signature circular, ID, authorization letter).
- Despite this, I still see the “account suspended” banner and all my services (mainly S3) remain down.
Challenges:
- I only have Basic Support, so I don’t have access to live chat or phone support.
- I opened an Account & Billing case immediately, but haven’t received any response yet.
- I cannot upgrade my support plan while the account is suspended.
Questions:
- How long does it typically take for AWS to review verification documents and reinstate an account under Basic Support?
- Is there any way to escalate this process when chat/phone support isn’t available?
- Is there a direct method to reach the AWS Account Verification team?
This suspension has caused serious downtime, and any advice or official guidance on how to accelerate the process would be greatly appreciated.
Thank you in advance.
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I understand your frustration with the account suspension situation. Based on similar cases, here's what you should know:
When an AWS account is suspended and you've made the required payments or submitted verification documents, the reactivation process typically requires manual intervention from AWS Support. Unfortunately, this doesn't happen automatically, even after payment or document submission.
For Basic Support customers, response times can vary significantly. While AWS typically aims to provide initial responses within 24-48 hours, the complete resolution process can sometimes take longer, especially for account verification issues.
Here are some recommendations:
-
If you've already opened a case under the "Account and billing" category (which is available even for suspended accounts), ensure you've clearly explained that you've paid all outstanding charges and submitted all requested verification documents.
-
If you haven't received a response after 48 hours, update your existing support case to request a status update. Mention the critical nature of your S3 data and the business impact of the downtime.
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Make sure all your contact information in the AWS account is up-to-date and check all email addresses associated with your account (including spam folders) for any communications from AWS.
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Unfortunately, there isn't a direct way to reach the Account Verification team outside of the support case system when you have Basic Support. The support case you've opened is the primary channel for resolving this issue.
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If you have any connections to AWS Account Managers or AWS Partners, consider reaching out to them as they might be able to help escalate the issue internally.
While waiting, continue to be persistent but patient with your support case updates. The verification process is thorough to ensure account security, but AWS should eventually respond to your case. Make sure to clearly communicate the business impact of the suspension in your case updates to emphasize the urgency.
Sources
More than 26 hrs i paid the outstanding, account is still suspended and no reply to the case. | AWS re:Post
Its been 24 hours my bills are paid, but account is still suspend and not activated. | AWS re:Post
AWS Support not responding on suspended account | AWS re:Post
Support not responding | AWS re:Post
