FAQs: Amazon SES production access requests

Q: Can I submit a technical support case from the AWS Support console to request production access, a quota increase, or dedicated IP addresses for my Amazon SES account?

No, the AWS Support team for Amazon SES doesn't manage the requests for production access, quota increases, or to lease dedicated IP addresses (standard). These requests are processed by the AWS Trust & Safety team. To make sure that the AWS Trust & Safety team receives and processes your requests on time, follow the steps in Moving out of the Amazon SES sandbox and Request dedicated IPs (standard).

Q: What do I need to check before I request production access for my Amazon SES account?

• Be sure to thoroughly review the AWS Acceptable Use Policy and AWS Service Terms as it relates to your use case.
• For Use case description, enter clear and detailed information about your use case.
• Respond to the questions that are asked under Use case description.
• Make sure that your Amazon SES account contains at least one verified identity.

Q: What happens after I request production access for my Amazon SES account?

Your request is forwarded to the AWS Trust & Safety team that reviews these requests, and a support case is automatically created and assigned. To communicate with the team, use the support case through the AWS Support console. If the team requests additional information from you, then include this information in the support case. The AWS Trust & Safety team uses only the support case to communicate information that's related to your request, including updates, notifications, and the outcome of your request.

Q: What's the SLA for the initial response to my request for production access?

You get an initial response to your request within 24 hours. Because AWS Support doesn't manage your request for production access, the SLAs for your AWS Support plan don't apply to these requests. The AWS Trust & Safety team reviews your request for production access on a first-come, first-served basis.

Q: Why did AWS reject my request for production access?

The AWS Trust & Safety team carefully considers each request to make sure that our systems aren't used to send unsolicited or malicious content. The team assesses several factors, including your account's historical activity and health status and the use case that you provided. If your use case doesn't align with our policies, then we can't grant your request.

Q Why was my request for production access rejected with an automated reply?

We have an automated system that evaluates certain parameters to determine if your request can be automatically approved without a manual review. If the use case information that you provide isn't sufficient to process your request, then you get an automatic denial with a request for more details. Make sure to respond to the support case with detailed information about your use case so that your request doesn't get rejected.

Q: Why were the reasons for rejection not mentioned in the email that AWS sent?

Because of security reasons, we can't share the specific reasons why your request was denied.

Q: Can I create a technical support case to ask about the reasons for denial or get approval for my denied requests?

No, the AWS Support teams don't know the reasons why your request was rejected. AWS Support also can't approve a request that was denied.

Q: Why isn't the production access request process simple?

The AWS Trust & Safety team carefully reviews each request to make sure that the service isn't used to send malicious, unsolicited, or substandard email content. The AWS Trust & Safety team evaluates your request and use case to protect the service's reputation and prevent potential deliverability issues.

Q: What are the next steps that I can take after my production access request is rejected?

You can respond to the support case to appeal the decision. In the appeal, follow the AWS policies and terms to explain your use case. When you don't follow AWS guidelines, your use case affects the service's deliverability and sender reputation.

Q: Can I call or chat with the team that rejected my production access request?

The AWS Trust & Safety team that reviews your Amazon SES production access request can't engage with you through chats or calls. You can communicate with the AWS Trust & Safety team only through email within the support case.