Who can I contact for MFA problem when we can't receive any email for the root account?

Question

We have a client who has Route 53 for both their domain registrar and their records hosting. They are using a virtual MFA device for 2FA and they have lost the device so they can't login to their root account. Because the account has been suspended for non-payment, DNS isn't working so they have no MX records so they can't receive any email at their domain. The root account email address has the same domain as the suspended DNS records, so AWS can't send email verification emails to them. They've sent in a couple of support requests explaining the situation, but they just tell them they can't help us with "account-specific" information unless they are signed in with the account. How can we get AWS to help with this issue?

Leo K · Answer

If the domain was registered outside the AWS account, you or your client could set up a minimalistic DNS zone somewhere, whether a brand new AWS account (preferably with a valid credit card and a backup card registered for it, and more than one MFA device registered for root) or an outside DNS service, and have the DNS domain registrar point the NS records to that temporary DNS zone's servers. This would bring their domain name back online and give them the ability to point its MX records to their mail service.

Riku_Kobayashi · Answer

Hello.

Does this mean that when I inquired from the URL below, I was told that support was not possible?  
The URL below is the inquiry form to use when you lose your MFA device.  
https://support.aws.amazon.com/#/contacts/aws-mfa-support

By the way, have you not created an IAM user with Administrator privileges in your AWS account?  
If you have an IAM user with Administrator privileges, you may be able to sign in to your AWS account and open a support case with AWS Support.

Who can I contact for MFA problem when we can't receive any email for the root account?

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