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Production account suspended without notice and support ignores the ticket.

0
  1. A new account was created for the company
  2. Domain was moved to Route53
  3. Account was suspended without any notification (we've received notification after suspension) due to credit card issue. All corporate emails became unserviceable as domain is under Route53
  4. Payment method was fixed and bill was paid. All documents were provided.
  5. A re-activation support ticket was created, but for ~72 hours just getting standard "copy-paste" responses. Looks like AWS sends correspondence to corporate emails, but they're blocked due to account suspension.

Is it any way to escalated or expedite issue in AWS or get any kind of online support?

Regards, Eugene.

Topics
Cloud Financial Management
Tags
AWS BillingAccount Support
Language
English
proselyte
asked a year ago351 views
1 Answer
1

Depending on you company size and the support plan you took out you should have access to account teams.

Sounds like you can log on and view the ticket.
That being the case you should be able to:

  1. Add alternate email to the ticket for correspondance.
  2. Request call or chat rather than email updates.

Second option will get you live with someone who can then help to escalate or resolve the issues.

Can I ask, what was the gap between account creation and suspension.
Even when cards expire you get warning and grace period before they suspend all services in the account.

profile picture
Robin Ford
answered a year ago
  • proselyte
    a year ago
    1. Added alternative email, but no new messages there
    2. We've been told not to request a call or chat as it will re-assign the issue to another team and will slow down the process.
    3. The gap between creation and suspension, about 1 month
    4. Support plan is Basic - it was our fault. Recently migrated from another vendor and forgot to upgrade the plan to Business and higher.

    Thank you for your response

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