AWS account suspended - Support not able to help
My AWS account was suspended recently due to an expired credit card and missing the warning emails. This is entirely on me.
Whilst I have working credentials for my root account - I am not able to raise a case via support portal because the account is suspended (details below). I've raised two support cases with AWS support, however they keep telling me they cannot help unless raise the case via AWS Console.
CS agents are ignoring replies saying I am facing issues, and just repeating to log in and raise a case.
I have solidly maintain that AWS is the leader in it's quality of support, however this experience has left me flabbergasted.
Can anyone provide some guidance on how I can get meaningful assistance from AWS Support?
As for the actual problem I am having - I've had two issues, which I will describe below:
1. Stuck on "Account is suspended page", keep getting redirected here
- Logging in with root account credentials shows me a page that my account is suspended and has links to:
- Pay the invoice now via console
- Raise a support case
- Trying either of these does not work, and just redirects me back to the same page
- CS agents say I just need to click on the link, which obviously didn't work
One agent helpfully suggested that I clear my browser cookies / etc. This hadn't occurred to me given that I was able to complete the process ok.
But I have done that. And now, I get a completely different user experience, which I will outline below.
2. Unable to log in - presented with no error message
- Logging in with root account credentials fails
- An empty error message box is displayed
Just to be sure, I complete the reset password process and am still having the issue. CS agents tell me I have to log in and raise a case to resolve the billing issue.
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Hi there,
Sorry to hear about your login/billing issue.
We're unable to discuss any account-specific info here but I've left internal notes on your cases, expressing your urgency. Keep an eye open for updates. Our cases are handled in the order received, and response times vary depending on our volumes. A support agent will respond as soon as possible.
- Reece W.
Okay.... either because someone at AWS saw this or by sheer luck I have found a way forwards.
It turns out that if you visit the following URL exactly then you can log in to Support Console and Payments console: https://console.aws.amazon.com/support/home/
It's in the Resources dropdown on this site... whatever other links AWS are providing don't seem to work.
I understand this is a frustrating situation. Here are some steps you can take to resolve your suspended AWS account issue:
For billing-related account suspensions, you should contact AWS Support directly through alternative channels since you cannot access the console:
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Call AWS Support directly - Contact AWS by phone to speak with a support representative about your suspended account. Phone support is available for billing and account issues even when you cannot access the console.
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Email AWS Support - You can reach out to AWS Support via email for billing and account-related issues when console access is unavailable.
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Use the AWS Support Center contact form - There may be web-based contact options available outside of the standard console login flow specifically for account access issues.
For your specific technical issues:
The redirect loop and login failures you're experiencing are likely related to the account suspension state. These issues should resolve once the billing matter is addressed and your account is reactivated.
Important points:
- Billing and account suspension issues are treated as high priority by AWS Support
- You should not need console access to resolve a billing-related suspension
- Make it clear in your communications that you have updated payment information and want to pay outstanding invoices but cannot access the console due to technical errors
If phone or email support representatives continue to redirect you to the console, escalate the issue and explicitly state that you are experiencing technical errors preventing console access, and request they process your payment and account reactivation through their backend systems.
The account suspension should be resolvable once AWS Support properly addresses the billing issue on their end, even without your console access.
Open your support ticket (or create a new one). Add a new message to the ticket and select "chat" as the communication medium, rather than standard ticket interaction. This will create a live chat with a human being, who will hopefully be able to help you
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Call AWS Support directly - What number can I call AWS support on directly? I have Developer Support and am not able to access the console. Use the AWS Support Center contact form - I have already done this