Root user login issue

Question

I need urgent assistance with a login issue affecting my AWS root user account. I have been unable to log in for the past week. I have attempted to reset my password using the "Forgot password?" option, but I consistently receive an "Authentication failed" error when trying to log in with the newly generated password.

I have also submitted a support case through the AWS Account Support form (Case ID: ***************). However, I received a response stating that AWS account security policies prevent discussing account-specific information unless I am signed in. As I am unable to log in, I cannot access the Support Center to proceed.

This creates a critical deadlock as I am locked out of my root account and unable to receive appropriate support due to the inability to log in. Please suggest an alternative method for verifying my identity and resolving this login issue? I require immediate assistance to regain access to my account.

*Edit: Removed case ID — Aimee K.

Riku_Kobayashi · Answer

Hello.

Have you made any inquiries from the URL below?  
https://support.aws.amazon.com/#/contacts/aws-account-support/

I think the password reset method is correct, but is it possible that you did not enter the correct password?  
https://docs.aws.amazon.com/IAM/latest/UserGuide/reset-root-password.html

AWS Support - Aimee · Answer

Hi there,

I'm so sorry to hear that you've experienced this trouble.

A possible reason for receiving this error, could be your credentials. If you haven't had the chance to take a look at this [guide](https://repost.aws/knowledge-center/sign-in-account#:~:text=You%20can%27t%20sign%20in,that%20it%27s%20closed%20or%20suspended), it offers some troubleshooting that may help.

I was able to take a look into the support case that you created. In order for our Support team to assist, you'll need to reply directly to that support case correspondence and communicate your concerns directly to them.

In order to get this resolved, please follow up directly through your open case. That way our Support team can help.

— Aimee K.

Root user login issue

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