How to contact support to resolve a DNS problem.

This is a follow up of another question when we showed we followed the procedure but ran into problems, and the suggestion is "Contact Support", but apparently there is no way to contact support unless we upgrade to a higher support level.

Below is the original email: Here is the full error: Address '18.210.189.180' does not exist under domain 'quetek.com.'. Set a forward DNS record that points to the address and try again.

18.210.189.180 is the only IP address we have for this account The request is made from the root account. Furthermore, as indicated in the error, this is not a DNS not permission problem. It has been more than a day since the DNS record was created (on google cloud DNS) We have basic support which apparently doesn't have access to AWS Support for technical questions (billing only). By the way, this is a newly created IP and has never been configured with reverse DNS (at least not by our company).

Below is the full output for nslookup: $> nslookup mx1.quetek.com

Server: dsldevice6.attlocal.net Address: <IPv6 here>

Non-authoritative answer:

Name: mx1.quetek.com

Address: 18.210.189.180

And the reply: 1.Double-check that you're trying to set the reverse DNS for the correct Elastic IP (18...180 in this case).

2. Verify that you have the necessary permissions in your AWS account to modify Elastic IP attributes.

3. If you've recently updated the forward DNS record, wait for a few hours to allow for full propagation before attempting to set the reverse DNS again.

4. If the issue persists, you may need to **** contact AWS Support**** for further assistance, especially if the Elastic IP was previously configured with reverse DNS through their help.

To contact AWS Support for DNS-related issues, including setting up reverse DNS, you can follow these steps:

1. Open a support case under the "Account and billing" category. This is available for free to all AWS customers, even without a paid support plan.

2. Go to the AWS Support Center in your AWS Management Console.

3. Choose to create a new case under "Account and billing."

4. Explain your DNS issue, specifically mentioning that you need assistance with setting up reverse DNS.

5. Provide any relevant details about your account and the specific resources involved (like Elastic IP addresses).

While this method of contacting support through the "Account and billing" category is primarily intended for account-related issues, it can often be used as an initial point of contact for technical issues related to DNS, domain transfers, or IP address management when you don't have a paid support plan.

If the support team determines that your issue requires more in-depth technical assistance, they may advise you to upgrade to a paid support plan for further help. However, for many DNS and IP-related issues, they should be able to provide guidance or escalate the issue internally as needed.

Remember that for certain regions like AWS GovCloud (US), there may be additional considerations or limitations when it comes to setting up reverse DNS, so be sure to include all relevant details in your support request.
Sources
How to contact AWS Support to unlock an EIP from my account. | AWS re:Post
Domain transfer | AWS re:Post
Can't delete static IP on Lightsail | AWS re:Post
Create a reverse DNS record for email on Amazon EC2 - Amazon Elastic Compute Cloud

Hi,

Depending on which AWS Service you intend to setup the reverse DNS for, you may be able to follow some procedure or do the setup yourself without contacting AWS Support at all.

For example, for EC2 it is self-service by following https://docs.aws.amazon.com/AWSEC2/latest/UserGuide/Using_Elastic_Addressing_Reverse_DNS.html

For Amazon Lightsail the procedure you would need to follow is https://docs.aws.amazon.com/lightsail/latest/userguide/amazon-lightsail-configuring-reverse-dns.html

If however you do need to contact AWS Support for the rDNS setup, then please follow the support case creation steps as mentioned by the AI Agent here

Thanks.