Unable to create support case as root user

Hello.

If you are a root user, you should have permission to open a support case with AWS Support, so I don't think you will encounter a permission error.
Can you be sure you are signed in as root user?
Use your email address to sign in as the root user.
https://docs.aws.amazon.com/signin/latest/userguide/introduction-to-root-user-sign-in-tutorial.html

Hi there,

Sorry to hear about this. You can use this guide to make sure you're signing into the root account: https://docs.aws.amazon.com/signin/latest/userguide/introduction-to-root-user-sign-in-tutorial.html.

If you're still unable to sign in, you can reach out to us here: https://support.aws.amazon.com/#/contacts/aws-account-support.

— Reece W.

An AWS Support case being created in SalesForce, when a customer calls?

AWS Support Console does not create a case in SalesForce, it uses the AWS Support Console. Root user always has the ability to create a support case - regardless of permissions.

With that as background, you state in your post, however, that:

An error message pops up as "You don't have necessary IAM permission to view that support case".

So are you trying to create a new case, or are you trying to open an existing case? If you are being told that you have no permissions to open a case as a root-user, then I can think of only two scenarios here:

1. You are not actually signed in as the root user (as others have said). The root user in AWS is a super-user account, much like root in the Linux operating system, and is not subject to permissions.
2. You could be trying to open a support case that has actually created in a different AWS account to the one that you are logged into. If this is the case, you need to login to the account in which the support case has been created to view it.

Hi,

Sorry for the continued concern. Have you tried the steps outlined here: https://docs.aws.amazon.com/awssupport/latest/user/case-management.html ?

If you have, and would like further assistance, please use this contact form to reach out: https://support.aws.amazon.com/#/contacts/aws-account-support.

-Sage A.