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I understand how critical this situation is with your production systems unavailable during the identity verification process. Account suspensions during identity verification are handled by AWS's specialized Account Management team, and unfortunately, these cases must go through their specific review process.
Since you've already contacted AWS Support, that is the correct channel for this issue. The Account Management team will review your submitted documents and respond through your existing case. While I cannot provide status updates or expedite the verification process, I can offer some guidance:
The identity verification process can take time as AWS needs to thoroughly review the documentation to ensure account security. If you haven't heard back yet, you can add additional correspondence to your existing case through the AWS Support Center at https://console.aws.amazon.com/support/. In your follow-up, you might want to emphasize the production impact and confirm that you're available to provide any additional documentation immediately if needed.
Regarding the lack of warning email, account verification processes can sometimes move quickly based on various factors, though AWS typically attempts to communicate before taking action on accounts.
If you need faster response times for critical situations like this in the future, you may want to review your AWS Support plan options, as higher-tier plans offer shorter response times for urgent issues.
The Account Management team reviewing your case has access to all the details and is the only team that can resolve account suspension matters. Continue working through the AWS Support Center for updates on your verification status.
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- AWS OFFICIALUpdated 6 months ago
Thank you for the response. We understand that only the Account Management team can resolve the suspension. However, we received no prior warning or suspension notice, and our production web application, PostgreSQL/RDS database, and Telegram bot became completely unavailable. All requested verification documents were submitted on October 3 and AWS confirmed receipt. We have already followed up through AWS Support, but have not received a response yet. We are not asking re:Post to perform the verification. We are asking whether an AWS employee can help internally escalate our existing case, as this is an active production outage causing significant business disruption. We are available immediately by email or phone and can provide any additional documentation within minutes if required. We would greatly appreciate any help getting the existing case reviewed as soon as possible.