Locked out of root account (lost MFA + stolen phone) - support case stuck for hours with no callback

Question

I'm locked out of my AWS root account because my phone was stolen, which had my MFA device. I no longer have access to the phone number registered on the account (confirmed permanently deactivated and reassigned by my carrier).

On top of this, my account was suspended due to non-payment, and I can't access the Billing console to pay the outstanding balance because I can't log in. My production system is currently down, affecting my clients.

I've submitted the MFA support form (Support Case #***************) and provided an alternate phone number. I received 2 calls that went to voicemail before connecting to an agent, and have since followed up multiple times confirming my availability, but haven't been able to connect with an agent yet.

Has anyone dealt with this specific combination (lost MFA + suspended account) and can share how it was resolved, or is there anyone from the AWS team who could help escalate my case?

Thank you.

*Edit: Removed case ID — Elle G.

AWS Support - Elle · Accepted Answer

Hello,

I was able to locate your case and see that our team has shared a response on your case.

I recommend taking a look at your most recent correspondence and reviewing those details. If its not clear and you need additional clarification, please update your case so Support has visibility.

\- Elle G.

kattan aching · Answer

Update: My case has been resolved. Here's how it went, in case it helps someone else in the same situation:

1. I kept following up on the same support case thread, confirming my availability and an alternate phone number each time.
2. After a few call attempts that dropped or went to voicemail, AWS Support requested notarized identity verification: a completed and notarized "MFA Identity Verification Form and Affidavit" (downloadable from AWS's support documentation), plus a photocopy of my government ID (front and back).
3. I had the affidavit notarized locally (in my country, not the US - a local notary public was accepted).
4. I submitted the notarized affidavit and ID copies as attachments in a reply to the support email.
5. AWS reviewed the documentation, approved the MFA removal, and gave a mandatory 24-hour security waiting period before removing it.
6. After the MFA was removed, I was able to log in with my email and password, pay the outstanding balance that had suspended my account, and everything was restored.

Total process took several days, mostly due to notarization and back-and-forth on call attempts, but it does work. Hope this helps someone else going through the same thing.

Locked out of root account (lost MFA + stolen phone) - support case stuck for hours with no callback

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