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Unauthorized AWS account racked up charges on stolen credit card.

My mother was automatically signed up for an AWS account or someone used her credentials to sign up. She did not know that she had been signed up, and it sat unused for 3 years. Last month, she got an email from AWS for "unusual activity" and she asked me to help her look into it. Someone racked up $800+ in charges in 10 days for AWS services she has never heard of, let alone used (SageMaker, LightSail were among the services). The card on the AWS account is a credit card that was stolen years ago and has since been cancelled. So when AWS tried to charge the card, it didn't go through. My experience with AWS customer service has been unhelpful so far. Mom changed her AWS password in time so we could get into the account and contact support. I deleted the instances so that the services incurring charges are now stopped. But now AWS is telling me to put in a "valid payment method" or else they will not review the fraudulent bill. They also said that I have to set up additional AWS services (Cost Management, Amazon Cloud Watch, Cloud Trail, WAF, security services) before they'll review the bill. I have clearly explained to them that this entire account is unauthorized and we want to close it ASAP, so adding further services and a payment method doesn't make sense. Why am I being told to use more AWS services when my goal is to use zero? Why do I have to set up "preventative services" when the issue I'm trying to resolve is a PAST issue of fraud? They also asked me to write back and confirm that we have read and understood the AWS Customer Agreement and shared responsibility model." Of course we haven't, because we didn't even know the account existed! Any advice or input into this situation? It's extremely frustrating to be told that AWS won't even look into the issue unless I set up these additional AWS services and give them a payment method. This is a clear case of identity fraud. We want this account shut down. Support Case # is xxxxxxxxxx. Edit- removed case ID -Ann D
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14
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asked a month ago

[HELP NEEDED] serious gap in the process, aws support is ignoring the request

Hello Guys! I have found a serious gap in the AWS process and the AWS support team doesn't want to help. How I can escalate my problem other than describing it here? I am really tired already. **My story:** I am * running a small IT company, that delivers AWS-based projects (among others). * Some time ago I decided to create an AWS organization under which I have created accounts for 2 of my team members. I have provided their personal email addresses while creating their accounts (that was my biggest mistake). * A few months ago one of my team members got schizophrenia, he lost access to his email account, started behaving aggressively, stopped working and communicating with us. * I wanted to remove his account from my organization, but: a) I cannot remove his account from my organization until I will provide valid credit card details for his account to make it fully stand-alone (btw. there is 0 spent on this account). b) The problem is that I cannot provide my credit card details because my colleague can potentially create a lot of expenses on my cost. c) Also when I will provide my credit card details and remove his account from my organization I will have no option to access this account anymore and delete these credit card details. * Another thing I explored was to close this account (since I have created it I should be able to do it): a) I cannot close the account if I don't have root access. b) I cannot change the email for the root account to recover the password even if I assume "OrganizationAccountAccessRole" role. c) The account can be closed from the root account only, or by the owner of the email associated with the root account. AWS support doesn't want to help. They "truly apologize" but this decision is out of their scope, leaving their hands tied". Their advice is to provide credit card details, remove the account and pray for that guy not to start using this account on my costs. This is something that I obviously cannot accept. Here is the full response: > Hello, I'm following up in behalf of our team. At this point, we want to apologize for any inconvenience this situation may cause. Unfortunately, we're unable to proceed with your request to close member accounts on this account. The initial requirements for accounts to function as standalone accounts can not be bypassed. To complete your account information, you can sign in to the member account with the Management Account Access role. The accounts you created using AWS Organizations have an IAM role called "OrganizationAccountAccessRole". This role has full administrative permissions, and the administrator of the management account can access the member account, complete the sign up requirements and then remove the account from the organization. *Note that if you created an account as part of an organization, you might need to delete the delegated administrator role assigned to your account. This IAM role is not deleted automatically* We recommend you use the IAM role to maintain the security settings you implemented on the account. For information about the IAM role, see the following documentation: https://aws.amazon.com/premiumsupport/knowledge-center/cannot-remove-member-organization/ For information on what happens to member account when you close them, see: https://docs.aws.amazon.com/organizations/latest/userguide/orgs_manage_accounts_close.html See the AWS API and AWS CLI documentation here: https://docs.aws.amazon.com/organizations/latest/APIReference/API_DeregisterDelegatedAdministrator.html https://docs.aws.amazon.com/cli/latest/reference/organizations/deregister-delegated-administrator.html From my end, I understand this outcome is not the desired one but please note that this decision is out of my scope, leaving my hands tied looking to accomplish your request. Please remember that the Billing & Accounts team is a bridge of communication between our customers and other internal teams. Once again, my truest apologies. We value your feedback. Please share your experience by rating this correspondence using the AWS Support Center link at the end of this correspondence. Each correspondence can also be rated by selecting the stars in top right corner of each correspondence within the AWS Support Center. Best regards, XYZ Amazon Web Services I will appreciate your advice on what else I can do to solve this problem. Thanks a lot!
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18
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asked 3 months ago

Exam Revoked After PASSING - Bad Experience with PSI Online (AWS Solution Architect Associate Exam)

I want to report an extremely bad experience giving the AWS Solution Architect Associate (SAA-C02) exam on 01/22/2022. Apologies if this is not the right place to post this experience as I did not find any other forum to post exam-related experiences. I appeared for AWS Certified Solutions Architect - Associate (CONFIRMATION NUMBER: G81923108) on 01/22/2022. I was able to start the exam after 30 minutes of struggle in getting the PSI software loaded and working. I followed all the guidelines and requirements of the proctor and gave my full 130-minute attention to the exam. After completing the exam, I submitted the exam for the result and was very happy to see the screen "Grade: PASS. Congratulation! You have successfully passed the AWS Certified Solutions Architect .... Within 5 business days, you will receive an email stating your exam result ......" After that, I thought that the exam is now over, as I sat for another 30 seconds and did not see any notification from Proctor or any other dialog on the PASS result screen. I took the photo of the screen from my mobile to keep it for my records so that I don't lose my result and have proof. Right then I saw a screen stating your exam is terminated due to a violation of taking photos and within 10 seconds screen closed. I called PSI and explained the matter that I completed the exam and saw the result on the screen as "PASS". Only after that, I take the picture. They opened a ticket but says you need to contact AWS for resolution. This is a very frustrating situation as after 9 days, today 02/01, and I gave exam on 01/22, there is no update on the AWS certification page and also no update on the PSI website related to the result. It's not acceptable for AWS/PSI to make candidates suffer and lose belief in the certification process.
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287
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asked 4 months ago

Should I Buy Developer or Business Support?

Hi, I am a Developer work for my company (small to medium company, you can call it startup). Currently we have a plan to migrate our asset/image/file from our server (we have TB amount of file) to S3. After several research and comparing to another storage service provider, we decide to plan to migrating to AWS S3. The thing that I want to ask is since I am a Developer, not an Infrastructure guy, I want to buy the support plan. I need a professional support because I never use any AWS service (I used Digital Ocean, Linode, GCP before). What I know is just some article, tutorial in the internet. I don't know if the solution they tell is the reliable one and suitable or base practice for our case. And AWS have a lot (yes, a lot) service that makes me overwhelm. A lot of option makes me more confuse what to choose. I am a Developer, what I supposed to do is the matter one: Building an app, making the idea happened. I Develop app, not infrastructure. I plan to buy the Developer or Business support which confusing me too, lol. If I want AWS support to help me to do my project that I tell earlier, which support should I choose? I want the support that hold handy, give me clear technical guide, how to install this, that, how to do this that based on our servers, etc. I see the enterprise support is out of our budget range so the plan is only Developer support and Business support. Hope you understand what I said, I appreciate any feedback given to me. Thanks :)
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7
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asked 4 months ago

Verification Team is disrupting my work .... again

Hi, I need to contact a member of the verification team as soon as possible, I am having way too many issues with verification and I have to know what is going on. I have several complaints "against" the verification team, which I will detail later, this is a resume: - No customized messages, all messages are copy-paste. - Erratic, same documents, sometimes accepted, sometimes rejected. - Unresponsive, may take up to a month to respond. - Verification deadlines are set, sometimes the deadline fires because the verification team did not respond, leading to the account being suspended. - One account suspended may trigger all other accounts being suspended, when the first account gets restored, the accounts that were suspended, remain suspended, you have to fight weeks/months to restore them too, one by one. - Inaccurate "associated accounts", they may ban an account because they say it is related to other closed accounts yet it is not, multiple people may use same IP, if I get suspended, my roommates should not just because they use the same IP, they have their own IDs too, verify their IDs before banning them. - Does not give a single explanation, I got banned dozens of times, then restored dozens of times, passed the verification successfully dozens of times, never got a single call to apology for all the nightmare I have to go through. I am a student but also a part-time freelancer doing development and security, I create one AWS account per project I am assigned. I have been using AWS since 4 years, but for professional work only used it 1.5 years, I always paid my AWS invoices. I NEED to work on AWS to do make my living, I really need to. All these problems are disrupting my work as well as reducing my income causing me a lot of trouble and stress. I am from one country (permanent home) but study in another country. I have documentation for both, I may sign in from both locations but I always use my permanent's home address as the account's address as that's permanent, the other is just a temporary rent address. I use as a payment method a virtual credit card generated from my banking app, I use virtual credit cards as they are easy to rotate and to manage (I have one virtual credit card for an AWS account, another virtual credit card for groceries shopping, etc), but I also have a physical credit card which has my name written on it, but I never use it for security reasons. All my suspended accounts get sooner or later restored after countless hours of writing messages to the verification team, a lot of effort, sometimes contacting support too. I did not use to have problems with verification but started to have lots of them starting months ago, back in the time I was showing only a couple of documents and get verified, now I showed: - ID - Bank statement with 1 to 12 months transactions occurred with my bank account, it has **DOZENS** of AWS charges from previous months. - Light bill. (On my father's name) - Water bill. (On my father's name) - Picture of Telephone card appearing the phone number. - Selfie holding my ID + physical credit card (it has my name written on it). - Picture of my banking app listing the credit cards I own, including the physical which is shown in the selfie, and the credit card used for the account. On my name - Sometimes I also show proof of the other location where I live (census). On my name - Sometimes I also show my father's ID as the Light and Water bill are on his name, we share the same Last Name and address too of course. - My public Developer and Security profile links. It all started months ago, since then, I was asked to pass the verification team dozens of times, literally, the cycle is ask for verification, reject all my above documentation, get suspended, after several emails asking to review, I recover the account, when the account gets suspended sometimes it leads to other accounts getting banned due to the disheartening message: "We took this action because our records show that this account is related to previously closed accounts." Despite showing the above documentation It was not enough I was still getting banned, their message is a copy-paste, always the same, they say either that "... previous closed accounts" or if they give an opportunity to upload the documents they say: "we could not verify your payment details", I was so depressed of getting suspended that I once even recorded a **VIDEO** of me going through my documentation, showing my Geolocation live. One week later I got my accounts unbanned, it seems to have worked, but the verification team is back on track, they keep banning me again. Sometimes with the same documentation, I get a response in a day, sometimes in a month, sometimes I get two messages at once for 2 accounts for which I uploaded the same documentation, one message says they removed the hold for the account so it is unbanned, but the message for the second account says they rejected the documentation ... w*f? Sometimes yes sometimes no for the same documentation??!!! I hate this game. I have been months fighting against this nonsense and humiliations, countless hours wasted sending emails to verification team, while my accounts were being recovered very slowly, I kept creating other accounts to keep working, soon later, I was getting them banned too with the message of " ... associated accounts ... " as their system detects it is the same owner I guess. I was very easily entering a loop, I need accounts to keep working, I create another account but it gets banned because I have "associated" accounts closed. At this stage one of my 2 locations is completely burned, any account being created from it gets automatically suspended, I have two roommates getting banned too yet they have nothing to do with this, just because they signed up using the same IP, they were linked to me and got banned, one of them it was their very first AWS account. The other location is getting to get burned too, it gets even worse, even after restoring my accounts, if I create a new account for a project from my home, it gets very limited: 1-2 max Org member accounts (instead of 10), 1-2 EC2 VMs (instead of 20?) .... I can't anymore. To improve a little bit the "user experience" I noticed that changing the phone number works and can create a new account for another project .. only for some days before getting suspended too, so I began using different phone numbers to keep working on my assignments. Up to this moment I have used 6 different phone numbers, I can't keep up with this. It is very damaging. It is unacceptable for me to act like if I was criminal hiding myself afraid of getting banned yet again for no reason, can't sleep peacefully because I am afraid that AWS will suspend my account and put my automation to enter an error loop and potentially corrupt the data and disrupt my application's service. It is humiliating having to show the ID of my father just to justify his name appearing in the Light bill, or even worse having to show my selfie with the ID card and credit card or even doing a 5 minutes video going through my documentation, it is humiliating to let somebody do this just to not have his accounts suspended. I am not gonna do that anymore. Next time, I will show my ID and my bank statement like any other AWS user does, no selfie, no video. I use Azure, Hetzner, DigitalOcean, GCP none asked that except DigitalOcean they asked ONCE a selfie holding my ID, that's it. I need to talk to somebody in the verification team as soon as possible to tell me what do they want from me, why the information I provided is sometimes accepted, sometimes it is not, and request unblocking the remaining accounts which I still have a few, and my locations, I should be able to sign up like any legitimate user and being able to work on AWS without being afraid of getting cut in the middle of the night. I should not be buying different phone numbers just to be able to work on AWS for few days, I want to be able to use one single phone number and be OK like any other legitimate user. I can not keep up with this anymore, contacting support does not work, they are very slow, the rate of getting my accounts suspended is a lot higher than the rate of getting them restored and the issue is not just restoring the accounts, I will get them banned anyway soon after, I need to talk to somebody and I am not gonna go anywhere, I will keep posting here seeking for an explanation, sending emails asking what is the problem, if I travel to USA someday I will go to your office and ask for an explanation too, this is way too much. Please contact me either by phone (I have active 2 of the 6 phones I signed up with) or by email or by Twitter (preferred): https://twitter.com/melardev
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29
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asked 4 months ago
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