Hello AWS Community,
We’re facing a critical issue with our AWS account that has been partially blocked for over 6 days now. All EC2 instances are down, and we’re unable to take any actions that require full access.
The support case was raised immediately, and we also followed up multiple times. However, we haven’t received any concrete response or resolution from the AWS support team.
Current situation:
Exposed IAM key was deleted as per the security advisory.
All suggested steps were completed (IAM audit, credentials cleanup, etc.)
Chat and phone support are disabled, so we’re stuck with just web-based communication.
The system asks us to "Call AWS Support for quick resolution" - but we can’t, since phone support is blocked!
Impact:
EC2 instances are down
Operations have been affected for nearly a week
Support Case ID(s): [*************** and ***************]
This situation is not just frustrating - it’s affecting our clients and services. Is there any way to escalate when direct support is not responding? We would greatly appreciate input or guidance from the community or AWS staff here.
Thanks,
*Edit: Removed Case IDs — Roman Z.
*Edit: Removed name — Aimee K.
