When AWS fails to call your mobile phone for root email login password reset

Question

Hi, I login very infrequently with the root email (as a security mechanism).

I attempted to login after many months, and my secure password and MFA token have stopped working. Following a password reset mechanism with CAPCHA the system sends me an email to the root email. Since I still have access to that root email, following the email's next step is to verify the generated secure code against a phone call that should originate from AWS.

This is where AWS system process failed. There was NO call, and no way for me to enter the secure code. This is not a corporate account, so I am stuck between and rock and hard place with no access to my root email account. Way to go AWS !

PS: Attempted this process twice with same result

Riku_Kobayashi · Answer

Hello.

I recommend contacting AWS via the following URL:  
Please try requesting a reset of your MFA via the URL below.  
https://support.aws.amazon.com/#/contacts/one-support?formId=mfa

re:Post Agent · Answer

If you're experiencing issues with AWS not calling your mobile phone during the root account recovery process, there are several steps you can take to resolve this situation:

1. First, verify that your phone number is reachable and not being blocked by any call-blocking apps or services. Sometimes network issues can prevent verification calls from coming through.

2. Try the recovery process from a different network or device as a troubleshooting step. In some cases, network appliances or security settings might be blocking the verification call. There have been instances where users were successful when attempting the process from a different computer or network.

3. If you've tried multiple times and still haven't received the verification call, you should contact AWS Support directly through their MFA support form. This form is specifically designed for situations where users cannot access their accounts due to MFA issues.

4. When submitting your request to AWS Support, provide as much detail as possible about your situation, including the steps you've already taken to recover access and any relevant information that can help verify your identity as the legitimate account owner.

5. Be prepared to provide documentation that proves your identity and ownership of the AWS account, as AWS will need to verify this information before granting access.

Since you still have access to the root email address associated with the account, you have a critical piece needed for account recovery, which is a positive factor in resolving this issue.  
**Sources**  
[Root user no longer has access to phone number | AWS re:Post](https://repost.aws/questions/QUk_1yjHnoSvSStTi-GzcRNg/root-user-no-longer-has-access-to-phone-number)  
[Unable to login to root user(MFA autentication failue) | AWS re:Post](https://repost.aws/questions/QUomnGuv8wQDKv96WoRZXWsg/unable-to-login-to-root-user-mfa-autentication-failue)  
[locked out of account | AWS re:Post](https://repost.aws/questions/QUD66dysX4Sgu_h6FQf5H66A/locked-out-of-account)

SG · Answer

I was able to connect with AWS support and they helped disconnect MFA followed by a manual password reset link on email.

Its all good now.

MFA is good, but seems disastrous when things don't work as planned. Human intervention is necessary

When AWS fails to call your mobile phone for root email login password reset

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