Unable to submit AWS SES "out of sandbox request" due to edge case.

Question

Hello all.

A few months back we were beginning to scale up to using AWS for our cloud integration.  At the time, we were unfamiliar with AWS' stringent requirements for SES - and as such submitted a rather unprofessional request to get out of the sandbox.  It was flatly denied - fairly enough - as a result of not having set up the appropriate dns records (DMARC, DKIM, SPF), not having a bounce policy, not having a solid way to deal with spam etc.

We have now checked through and collated all of the required constituent parts for a valid SES request.  However, due to some idiosyncrasies with the timings of things - we are looking to resubmit a production request more than 14 days after the last one was closed.  This is a problem as our AWS SES Get Set Up Screen:

![AWS SES Get Set Up Screen](/media/postImages/original/IMor3sY9NcT4Ge2KKthZkgFA)

seemingly has no other path forward than "more information needed".  Which is a problem, as clicking on that link gives us this bubble:

![bubble](/media/postImages/original/IMziGmtLl4QAWabRs9RqVuWA)

Clicking on that takes us to our support ticket, which after clicking the only available option re-open case (as no other options available) leads us to this dialog box.

![dialog box](/media/postImages/original/IM93mSybsiQ5ObfMoIhCjqpg)

From here we are unable to proceed - either one of these buttons takes us to the support ticket creation screen which we are unable to progress past as we do not have an AWS technical subscription... yet. As such, there is no way for us to submit an AWS SES out of sandbox request.

Now as in the documentation there is a CLI provision - which I will try if no other options available to me!  But I figured that that wouldn't let me submit the amount of detail I'd like to provide to AWS about our new SES policies (as well as the changes we made since last request), as I would really rather we weren't denied access a second time (as we are rapidly transitioning to AWS for a lot of our cloud based services and therefore require SES' email-sending capacities).  If anyone has any experience with that let me know!

Thanks

Luke

Makendran G · Accepted Answer

Thank you for providing the detailed background of your situation with AWS SES. I understand your concern about resubmitting the production access request after the initial denial and the challenges you're facing with the interface. Let me help you with the process.

Here's how you can proceed:

### 1. Direct Console Access Method:

- Visit the SES Production Access Request page directly at:

https://eu-west-2.console.aws.amazon.com/ses/home?region=eu-west-2#/account/request-production-access
- This should allow you to submit a new request, even with a Basic plan

### 2. If you encounter the "Create Related Case" screen:
- Choose "Create Related Case" option
- Fill out the required details, including:
     * Your improved email sending practices
     * The implemented DNS records (DMARC, DKIM, SPF)
     * Your bounce handling policy
     * Spam management procedures
     * Any other relevant improvements since your last request

### Important Notes:
- You don't need a technical support subscription to request SES production access
- The 14-day period since your last request shouldn't prevent you from submitting a new one
- Make sure to clearly outline all the improvements you've made since the previous request

If you continue to experience technical difficulties with the console interface, please try:
1. Using a different browser
2. Clearing your browser cache
3. Using the CLI method as a last resort

Would you please try these steps and let me know if you're still experiencing any issues?

re:Post Agent · Answer

I understand your frustration with the process of requesting production access for Amazon SES. This situation you're describing is indeed a challenging edge case. Here's what I can advise based on the information available:

1. CLI Option: As you've mentioned, submitting your request using the AWS CLI is a valid alternative. While it may not allow for as much detail as you'd like, it's still a viable option to get your request submitted. The CLI method is particularly useful for automating the process or handling multiple identities.

2. Support Case: Unfortunately, without an AWS technical support subscription, you're correct that you won't be able to create a new support case through the usual channels. The AWS Support team that handles general technical issues doesn't manage SES production access requests.

3. AWS Trust & Safety Team: The team that reviews SES production access requests is the AWS Trust & Safety team. They communicate exclusively through the support case system and don't engage in chats or calls.

4. Detailed Information: When you do manage to submit your request (whether through CLI or if you find a way through the console), make sure to provide a clear and detailed description of your use case. Respond to all the questions asked under the "Use case description" thoroughly. This is crucial for the review process.

5. Account Verification: Ensure that your Amazon SES account contains at least one verified identity before submitting the request.

6. Policy Review: Before submitting, review the AWS Acceptable Use Policy and AWS Service Terms as they relate to your use case.

7. Patience: Once submitted, the initial response time is typically within 24 hours, but the full review process may take longer, especially if additional information is needed.

If you're unable to find a way to submit your detailed information through the console or CLI, you might consider upgrading to a support plan temporarily to submit your request with all the necessary details. However, this should be a last resort if no other options are available.

Remember, the stringent process is in place to prevent the service from being used for unsolicited or malicious content, which helps maintain the service's reputation and prevent deliverability issues for all users.  
**Sources**  
[FAQs: Amazon SES production access requests | AWS re:Post](https://repost.aws/knowledge-center/ses-production-access-request-faq)  
[Moving out of the Amazon SES sandbox - Amazon Simple Email Service](https://docs.aws.amazon.com/ses/latest/DeveloperGuide/request-production-access.html)  
[Request production access (Moving out of the Amazon SES sandbox) - Amazon Simple Email Service](https://docs.aws.amazon.com/ses/latest/dg/request-production-access.html)

Unable to submit AWS SES "out of sandbox request" due to edge case.

1. Direct Console Access Method:

2. If you encounter the "Create Related Case" screen:

Important Notes:

Relevant content