What do I do if I'm having trouble signing in to or accessing my AWS account?

3 minute read

I can't sign in to my AWS account, or access the resources or information that I need.

Short description

Issues accessing AWS accounts or their resources usually fall under one of these categories:

  • A browser issue prevents you from signing in.
  • You can't sign in to an AWS account because you're using incorrect credentials (email address, username, or password). Or, you forgot the credentials that you use to sign in to an AWS account.
  • You received a notification that there is an issue with your AWS account (for example, that it's closed or suspended).
  • You turned on a multi-factor authentication device (MFA) for your account, but the device is lost, broken, or doesn't work.


Resolving issues with your browser

If your browser prevents you from logging in, then clear your browser's cache and cookies, or use a different browser.

Resolving issues signing in with AWS credentials

To sign in to the AWS account as the root user, you must use the email address and password associated with the account. To sign in to an AWS account as an AWS Identity and Access Management (IAM) user, use the credentials that your account administrator provided.

If you can sign in but you can't access part of the console, then your account administrator might have restricted your permissions. To resolve this, contact your account administrator. Usually, the administrator is the person who gives you sign in credentials, or is the owner of your organization's management account.

To reset the password for the root user or an IAM user, see How do I recover a lost or forgotten AWS password?

Use the troubleshooting tips at I can't sign in because my credentials don't work in any of the following situations:

  • You forgot the email address associated with your AWS account.
  • The email address that you're using to sign in isn't working.

Resolving issues with your account

If your account is closed for more than 90 days, then your sign-in information no longer exists. To use AWS services, create a new AWS account with a different email address than the email address that's associated with your closed AWS account.

To reactivate a suspended account, see How can I reactivate my suspended AWS account?

To reopen an AWS account closed for less than 90 days, see Can I reopen my closed AWS account?

Removing lost or broken MFA devices from an AWS account

See How do I remove a lost or broken MFA device from my AWS account?

Receiving account support

If the previous methods don't work and you still can't access your account, then contact AWS Support with the Amazon Web Services Support form.

Related information

How do I troubleshoot Amazon Elastic Compute Cloud (Amazon EC2) instance connection timeout errors from the internet?

Sign in to the AWS Management Console as an IAM user

Your AWS account ID and its alias

AWS OFFICIALUpdated 2 years ago