Phone number rejected when updating contact information

Question

Hello, I'm trying to update our account information as the company name changed. In https://us-east-1.console.aws.amazon.com/billing/home?region=us-east-1#/account I changed the Company name and Website URL, and tried to save: I get an error "Phone number is not valid. Read the documentation to learn more about validation.", yet the number entered in the Phone number field not only seems to comply with the specifications written below, but also was already present and was not changed.

As it's the company phone number, which is publicly known, it's not a problem to share it, even if I have to state it in words: it's plus followed by the Italian international prefix thirtynine, followed zero, eleven zero twelve zero zero two. The rules written below are: "Can only contain numbers and the following characters:"+()-". Must start with a + and country code. For example, ". I can't understand what's wrong, and the number is correct and working. I tried with another number (a mobile phone number) and it works. Any idea about what is going wrong and how to fix it?

re:Post Agent · Answer

I understand your frustration with updating the phone number for your AWS account. Based on the information you've provided, it seems that the issue might be related to the specific format of the phone number you're trying to enter.

For AWS account contact information, phone numbers must follow a very specific format:

1. The number must start with a '+' followed immediately by the country code.
2. There should be no spaces, hyphens, or parentheses in the number.
3. The number should only contain digits after the '+' and country code.

For your Italian phone number, the correct format would be:

+390110120002

Make sure there are no spaces or other characters in the number. Even if the number was previously accepted in a different format, AWS may have updated their validation rules, and now requires this strict format.

If you're still encountering issues after formatting the number as suggested, you might want to try these steps:

1. Clear your browser cache and cookies, then try again.
2. Use a different browser or device to update the information.
3. If the problem persists, you may need to contact AWS Support for further assistance.

Remember, for security purposes, the phone number must be capable of receiving SMS from AWS. If the number you're trying to use is a landline that can't receive SMS, this could also be causing the validation to fail.

For business AWS accounts, it's recommended to use a company phone number rather than an individual's number to ensure account recovery is possible even if an individual leaves the company.  
**Sources**  
[Update the primary contact for your AWS account - AWS Account Management](https://docs.aws.amazon.com/accounts/latest/reference/manage-acct-update-contact-primary.html)  
[ContactInformation - AWS Account Management](https://docs.aws.amazon.com/accounts/latest/reference/API_ContactInformation.html)

Phone number rejected when updating contact information

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