How long does it take to resolve a case for access restoration?

The time to resolve a case for access restoration can vary depending on several factors, but in general, it may take longer than 24 hours, especially for accounts with the Developer Support Plan.

For security-related issues like compromised access keys, AWS takes precautionary measures to protect your account, which can sometimes feel restrictive. The resolution process typically involves manual intervention by AWS Support teams, including security specialists.

With the Developer Support Plan, response times are not as quick as with higher-tier support plans. While there's no guaranteed response time for this plan, it's not uncommon for it to take more than 24 hours to get an initial response.

To potentially expedite the process:

1. Ensure you've provided all relevant information in your support case, including any steps you've taken to secure your account.
2. If possible, update your existing case with any new information or to request an update.
3. Review and update your security settings, including changing passwords and enabling multi-factor authentication if not already in place.
4. Audit your IAM users and roles, removing any unnecessary ones.
5. Consider revoking and rotating all access keys, not just the compromised one.

Keep in mind that while the wait can be frustrating, AWS Support needs to thoroughly investigate and verify the situation before lifting restrictions to ensure the security of your account. Patience is key, but if the delay becomes excessive, you might consider upgrading your support plan for faster response times in the future.
Sources
Inappropriate Restrictions to Admin Account | AWS re:Post
More than 26 hrs i paid the outstanding, account is still suspended and no reply to the case. | AWS re:Post

Thank you for the information. I’ve already taken the necessary steps by disabling and deleting the compromised access key. However, I’m still waiting for a response from AWS Support, and the case remains open.

Looking forward to an update soon.

Hello Suraj,

Just wanted to circle back and let you know that your case has been resolved, and we see your account has been reinstated. If you're still seeing issues with your account, please reply on your case in the Support Center, so our Account team can investigate: go.aws/support-center.

- Rick N.