URGENT: Instance Down for 4 Days, No Response from AWS Support (Case IDs: 17nnnnnnnnnnnnn & 17nnnnnnnnnnnnn)

Question

Hello AWS Community,

I’m facing a critical issue with my AWS account.

My EC2 instance (Instance ID: i-nnnnnnnnnnnn) has been down for the past 4 days due to a security-related account restriction.

***Failed to start the instance i-nnnnnnnnnnnn
This account is currently blocked and not recognized as a valid account. Please contact https://support.console.aws.amazon.com/support/home?region=us-east-1#/case/create?issueType=customer-service&serviceCode=account-management&categoryCode=account-verification if you have questions.
***

I have taken all the required actions suggested by AWS (revoked access keys, secured IAM, verified access, etc.) and submitted the details via support tickets, but there has been no response from the AWS support team.

Here are the ticket details:

Case ID 1: 17nnnnnnnnnnnnn
Case ID 2: 17nnnnnnnnnnnnn
Subject: Request to Unblock AWS Account and Resume EC2 Services
Severity: Urgent

Despite repeated follow-ups, there has been no update, and I am unable to start any instance. This delay is severely affecting our business operations.

Also, chat and phone support are not connecting from our side, which makes the situation worse.

Can anyone from AWS or the community assist in escalating this issue? I need urgent help to get the instance back online.

Thank you,
***** *****

*Edit: Removed name — Aimee K.

Ashraf · Answer

Hello Anoop,

I'm sorry to hear about the unfortunate circumstance you find yourself in. Please understand that due to security concerns, we highly advise against sharing personally identifiable information via a public-facing platform such as this.

I've checked internally, and I can confirm that your case is now in the correct queue and will be addressed in the order it was received. Please keep an eye out for any future updates.

\- Ash R.

lmmarcelos · Answer

How many users are being impacted?
What is running on this EC2 instance?

Below are some possible reasons for the account suspension. Identifying if one of these applies may help resolve the issue:

1. Security-related suspension (misuse of EC2, compromised credentials, violation of AWS Terms of Service)
2. Financial issues
3. Account considered invalid by AWS
4. Automatic suspension due to exceeding Free Tier limits

Please tell us more about this EC2 instance.

Anoop · Answer

Hello Ash R / AWS Support Team,

I am reaching out again regarding our AWS account, which has been blocked for the past 6 days. Despite multiple follow-ups on the open support tickets, there has been no resolution or meaningful response from your team.

The situation is critical:

Chat and Phone support are disabled on our account.

The support portal itself recommends calling support to resolve the issue immediately, which is not an option for us in the current state.

We are unable to start any of our EC2 instances, severely impacting our business operations.

We have already:

Deleted all exposed credentials
Audited our IAM policies
Secured all access points
Replied with all required security info

Please escalate this case on priority. We are open to verifying anything else you need through the Support Center, but this delay is becoming operationally unsustainable.

Looking forward to your urgent assistance.

Best regards,
***** *****

*Edit: Removed name — Aimee K.

URGENT: Instance Down for 4 Days, No Response from AWS Support (Case IDs: 17nnnnnnnnnnnnn & 17nnnnnnnnnnnnn)

Add your answer

Relevant content