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What do I do if I didn't receive a call from AWS to verify my new account or the PIN that I entered doesn't work?
I'm trying to open a new AWS account. However, in the phone verification step, I don't receive an SMS text message or call from AWS, or the PIN that I entered doesn't work.
Resolution
Prerequisites: Before you retry verification, take the following actions:
- Verify that you correctly entered your telephone number and selected your country code during the sign-up process.
Note: Your cell provider might block international calls. If you didn't receive a call, then contact your cell provider to turn on international calls. - Make sure that you have a cellular signal to receive SMS messages or calls if you use a mobile phone.
- Confirm that the information that you entered for your payment method is correct and a valid payment method.
- Verify that you correctly entered the PIN number.
Note: If you entered the number into your phone's keypad, then try speaking the numbers instead.
It's best practice to use a unique phone number for each account when you use a multi-account environment. If you use a phone number that's already associated with another AWS account, then you might experience issues that prevent verification. For more information, see Best practices for a multi-account environment.
If you still can't complete the phone verification process, then AWS Support can help you manually activate your account. To create a support case, complete the following steps:
- Open the AWS Support console.
- Choose Create case.
- Choose Account and billing.
- For Service, choose Account activation.
- For Category, choose Phone verification.
- For Severity, choose Urgent business impacting question.
- Choose Next step: Additional information.
- Enter your issue in the Additional information fields.
- Enter your contact information in the Help us resolve your case faster fields.
- Choose Next step: Solve now or contact us.
- Choose Contact us.
- Choose your contact language.
- Choose Chat and then enter in your contact information in the provided fields.
Important: Before you open a chat, be sure that your browser allows pop-up windows. - Choose Submit.
Note: You can create a case with AWS Support even if you haven't activated your account yet. - During the verification process, we will confirm your AWS account ID and registered email address. If you can’t locate your AWS account ID, then see Viewing your AWS account ID.
Note: Customers in India require additional verification steps.
Related information
How do I create and activate a new AWS account?
How do I resolve an issue with CAPTCHA when I try to sign in to my AWS account?
- Topics
- Management & Governance
- Language
- English
The AWS Support process flow to activate the account manually is outdated. The current flow doesnt have these options to choose from and select chat as an option.
Thank you for your comment. We'll review and update the Knowledge Center article as needed.
I have followed and tried for the last four days to get a phone verification. But it is all futile. Even the international call has never come through. What should I do? I have been filing case after case with no response.
I have been trying for over a month(!) and I am still unable to verify my phone. After solving the CAPTCHA I receive a message that there was an error and something went wrong. I have tried opening cases, but have not received any feedback. What can I do?
I ran into this issue with multiple accounts and phone numbers. The solution to not receiving any feedback is to go through the phone verification (which fails), take the URL of the phone verification page and strip out the query parameter, enforcePI=True, enter that striped down URL into your address bar, which will allow you to choose a support plan and "complete" the verification process. Your number will still be unverified, but you should now be able to open a chat session in the support portal (you may have to submit a message in the case first). See URL example below:
https://portal.aws.amazon.com/billing/signup?client=organizations&enforcePI=True&redirect_url=https%3A%2F%2Fconsole.aws.amazon.com%2Forganizations%2Fredirect%2Fsignup-complete#/identityverification
TO
https://portal.aws.amazon.com/billing/signup?client=organizations&redirect_url=https%3A%2F%2Fconsole.aws.amazon.com%2Forganizations%2Fredirect%2Fsignup-complete#/identityverification
I have been trying for over a month(!) and I am still unable to verify my phone. After solving the CAPTCHA I receive a message that there was an error and something went wrong. I have tried opening, currently 5 cases, i receive same message "Thank you for contacting us. This is an automated response to help resolve your issue. To provide you with a more secure experience, we require you to complete our identity verification process. This process requires you to provide a valid email address, credit/debit card and phone number. According to our records, you still need to verify your phone number.
Verifying your phone number takes only a few minutes, and involves receiving an automated phone call. See the following link for steps and a video on how to verify your phone number: https://aws.amazon.com/premiumsupport/knowledge-center/create-and-activate-aws-account/
Your account and AWS services will be available for use after you complete the account activation process. " What can I do?
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