Questions tagged with Support Case
Content language: English
Sort by most recent
Paused : SES ACCOUNT
Hello, my SES account is paused after internal review. I tried to reply the case but i wont get the point. After a carefull re-view of my account, i found and solved all the problems. Replied the case but no one answered it and case seems to be solved. Everyday i tried to re-open it with information but case seems to be solved. I really need the SES account back as normally. I tried to open a technical support case and all my support cases will be declined and directing to INTERNAL REVIEW case which is no one helping me. Here's some information about the case: **sep 1: ** Hello, There's an issue related to your Amazon SES account that requires your attention. This message contains more information about these issues, and some information that might help you resolve them. We only change your sending status in order to protect your reputation as a sender, and to ensure that other SES customers' ability to send email isn't impacted. We may pause your account's ability to send email so that you have time to address these issues. When you fix these issues, we'll restore your account's ability to send email. --------------------------------------------------------------------- IMPORTANT CHANGE IN YOUR SENDING STATUS --------------------------------------------------------------------- You're listed as the primary contact for AWS account XXXXXXXXXXXX. We've paused your account's ability to send email using SES in the US East (N. Virginia) Region, effective immediately. --------------------------------------------------------------------- DETAILS --------------------------------------------------------------------- We recently performed a manual review of your account's email-sending practices. During our review, we identified characteristics that could cause email providers or anti-spam organizations to classify your messages as spam. The methods we use to make this decision are proprietary, so unfortunately we can't provide specific details. In general, we only perform manual reviews when our automated systems indicate that an account is sending unsolicited email. Please review your email-sending practices and procedures to determine the causes of this issue. Common factors that could cause this issue include, but aren't limited to, the following: - Messages that are flagged by commercial anti-spam filters - Message content that implies that the recipient didn't explicitly ask to receive this type of message from you - A mismatch between the branding in the messages and the sending email address - Messages that contain content that's commonly associated with unsolicited sending - Email-sending patterns that are associated with unsolicited sending - Sending from or linking to domains that have poor reputations with online reputation monitoring systems The actual cause of this issue might be a combination of these factors, or it might be something not listed here. You're responsible for determining the cause of the issue, and for developing a plan to fix it. You should begin your investigation by reviewing the items in this list, and by considering your current bounce and complaint rates. **Sep 6** Hello, I'm xxxx with the AWS Digital Messaging Team, your case was escalated to me for a Senior Level Review. I have carefully reviewed your account and the information you have provided. We appreciate your efforts to use Amazon SES. However unfortunately, we are unable to grant your request to use Amazon SES. We understand that you may not agree with the outcome however your email-sending patterns resemble those of businesses that email providers and anti-spam organizations consider problematic. We made this decision to ensure that other customers can continue to use Amazon SES without experiencing service interruptions. We cannot assist you further with this issue, and we will not respond to additional messages on this subject. **Sep 6** Hello, This is Batuhan, the owner of the account. I'm using SES nearly 5 months and im pretty happy to use SeS. I switched Amazon from Mailchimp. Since SES is much more easy and cheap, i have a serious problem. My SES account ( XXXXXXXXXXXX ) is paused. I got a notification that about manual review. I try to solve the problem but still XXXXXXXXXXXX is paused. I'm using Sendy the 3p mail app for sending mails using SeS. Sendy is also handling the bounces and compls. I have a very low bounce rate. Even all the recipents are GDRP free and expecting to hear from me, i will use Bouncer to clear the mailing lists before sending them. As you can see, the bounce rate of mine is very low. All the recipents are waiting to check their mails from me, you can see the compl. rate is under %1. After i got the notification for manual review, i clearly check the whole system from A to Z. I found that we have no problem on the system. Because bounces and compl. are way too low. Support team let me know that the mail sending patterns are the main problem. I checked previous sent mail campaigns and found 2 customers are using nearly the same mail pattern.. I told you before that im using Sendy the 3p app for sending mails. Also all of my customers are using Sendy for sending their emails. I added a new security feature to evalutate mail patterns before sending them. I'm very concerned about my SeS account ( XXXXXXXXXXXX) If i can not able to use SES, i will start thinking about using AWS. Because SeS is the only main feature im using on AWS. Please help me to restore my sending ability back. This is an urgent problem for me. **Sep 6** Hello, This is Batuhan, the owner of the account. I'm using SES nearly 5 months and im pretty happy to use SeS. I switched Amazon from Mailchimp. Since SES is much more easy and cheap, i have a serious problem. My SES account (XXXXXXXXXXXX ) is paused. I got a notification that about manual review. I try to solve the problem but still XXXXXXXXXXXX is paused. I'm using Sendy the 3p mail app for sending mails using SeS. Sendy is also handling the bounces and compls. I have a very low bounce rate. Even all the recipents are GDRP free and expecting to hear from me, i will use Bouncer to clear the mailing lists before sending them. As you can see, the bounce rate of mine is very low. All the recipents are waiting to check their mails from me, you can see the compl. rate is under %1. After i got the notification for manual review, i clearly check the whole system from A to Z. I found that we have no problem on the system. Because bounces and compl. are way too low. Support team let me know that the mail sending patterns are the main problem. I checked previous sent mail campaigns and found 2 customers are using nearly the same mail pattern.. I told you before that im using Sendy the 3p app for sending mails. Also all of my customers are using Sendy for sending their emails. I added a new security feature to evalutate mail patterns before sending them. I'm very concerned about my SeS account ( XXXXXXXXXXXX) If i can not able to use SES, i will start thinking about using AWS. Because SeS is the only main feature im using on AWS. Please help me to restore my sending ability back. This is an urgent problem for me. **Sep 10** Hello, On 01.07.2022, my accounts SES ability is paused. I try to solve the problem after your support case but i didnt managed it. I was using Sendy, to handle bounces and compls. Also i was using opt-in and opt-out options on my mails. After the support case, i found the problem. In your support case, you told me that anti-spam providers have classified my mails as spam. Please find the below information for new changes : -I found that 2 of my customers are using the same e-mail pattern. They sent their mail campaigns afterwards of each other. -I deleted all the identities on SES console. ( incl that 2 accounts ) - I deleted all the Sendy files for a brand new start and i cleaned all the suspension lists for my account. - I deleted the all files related to all customers even on Sendy app and my SES Account. -To avoid this kind of spam patterns we are now allowing email campaigns without reviewing it. -We also had a low bounce rates and low compliance rate. to make it much more clear we will use mail250 and usebouncer.com for mail list cleaning before sending any mails. -All the lists will maintain on Sendy app and we automate them to clear twice in month. -We permanently banned those 2 mail accounts and customers from our mailing system. Could you please help me to re- activate my sending ability on SES? I clearly solved all the problems and i wont let it happen again. I know that you have to protect your other customers on the shared ip, thats why after getting my sending ability back, i will swap to dedicated ip and this could solve all the problems at once. Please, help me to get my sending ability back, i dont want to face some other problems with my customers. I wont let it happen once again. You can check the attachments for fresh starts. I'm really in need of getting my AWS SES ability back, all of my customers are waiting to get their invoices and product catalogues after the fair. Please help me to solve the problem. All of my group companies are paused right now. I have 6 different companies which are sending their monthly and weekly newsletter mails and customer are trying to reach us if there is any problem or not. You can lower my sending limits back to 50.000 even it will work for you. We are now using our forms on double opt-ins. This double opt in forms will let us to reduce spam traps and will remain our reputation as high as we can. Now user will go and double opt-in to sign in to my mailing list. We also clear our list twice a month using 3p bounce providers. We always try to send solicited and high Quality mails. All of our Customer are waiting to read our monthly newsletters, unsolicited or low-quality content is never ever sent from our adresses. Our customers are never ever contacted AWS for complaing. Because we have our compliance forms and links . After a review, we found nothing on our compliance, because our comp rate is below %1( 0.07%) We never change our mail patterns and we are not allowing to send same or similiar patterns on our next mail campaigns. Because we found that 2 of our customers send almost the same pattern and we deleted those two accounts. We never have unsolicited mails. All of our customers are replying to us and ask more about related the mail campaigns. Wen ever advertise our products from our newsletters. Because all of the customers are willing to have more information regards to our products and they want to hear more features from our products and services. So i clearly solved the problems and system is now fully activated, please let my SES account ability to send mails. All i need is my SES abilty back. Please help... Hello all of my support cases will reverting back to this support case. It seems to be resolved. But my problem is still going on. Could you please review the case?
Support page returning 404s
Hello, For the last 2 hours we have been trying to reach out to support due to production being partially impaired, however, the support panels routing seems to be broken as its returning 404s. We have tried accessing it in multiple different ways and none seems to work, is there any known issue? Attempting to use our account in other browsers throws "Internal error, try again later". We are subscribed to the business support package in case thats relevant here. Thanks!
Can't start Lightsail server under root account
Hi, I'm unable to start my Lightsail server using root account. Yesterday I tried to restart it and currently it showing as "Stopped". When I'm using root account and click "Start", then I receive an error: ![Enter image description here](/media/postImages/original/IMVWkr-UHEQuu97f-LpQuJ5g) I created a support ticket and they told me that it's an internal issue and some team will work on it (request xxxxxxxxxxx) Do you have any idea what else can I do to start the server ? This is very important for me because it's a production server and my company loosing money Edit: Removed case ID — Zack M.
Urgent - please help- Pearson VUE revoked exam due to name mismatch
Hi AWS Team, I have schedule my exam for AWS cloud practitioer at 09: 45 AM IST today(20-07-2022) and the Pearson VUE proctor revoked the exam stating mismatch in name. Pearson VUE case ID : xxxxxxxx AWS Candidate ID : xxxxxxxxx and registered mail id - firstname.lastname@example.org please help me with this I have to write the exam asap I have already raised the aws support case usinghttps://support.aws.amazon.com/#/contacts/aws-training. I haven't heard back yet. I want to change my lastname(sur name) as "Muthu Kumar" in the certification portal. Thanks. Edited: Removed PII \- Thomas E.
Cant login to aws console. Stuck in login loop
Forgot to update the payment for a clients Aws account.. Now services are off ..Payment haven't been made in 3 months. I have to update the account debit card but stuck ..The login page takes me to account suspended page and anything i click there takes me back to login page. Thats Payment and AWS support links.. They all take me back to the login page
How long does it take for AWS tech support team to respond to a "system impaired" issue?
Hi all, I have raised a ticket for multiple issues we've been having with SageMaker lately, the ticket was created more than 36 hours ago, and I have not had any response, in fact the ticket hasn't even been assigned yet. The case ID is 10300240931. I thought AWS guarantee a response under 12 hours for "system impaired" issues, does anyone know what I can do to accelerate this? thank you! Ruoy
AWS Lambda: You do not have sufficient permission. Access denied
We are currently getting this error on the AWS Lambda page: You do not have sufficient permission. Access denied. This started when AWS opened a case 10 hours ago and which is yet to be fixed. Also, some of the lambda services are down and just throwing internal server errors. The AWS Support team is not helping at all as this has been going on for 10 hours with no valid solution and they keep on waiting for their internal response team. Our core business system is down and cant do anything because we don't have access to Lambda. Whats the faster way to fix this.
No engagement on support case and sneakily being resolved
Seeking for advice on what we can do next. We're on developer support plan. A support case was raised in Dec 21 and took months to confirm that there was a technical product issue in Jan 22 and subsequent action taken in Feb ended up corrupted our service. This took more weeks with back and forth and we finally give up pursuing a fix and instead recreating & migrating our service and asked for refund. This was acknowledge in the case then, but since then, a few follows up was made on the case regarding refund processing but nothing was done. The last update I received was on April with all the promises but nothing was delivered and despite more follow ups, nothing was done and nor update was provided. Today I discovered that the case was marked as resolved with no response/action. I just reopened the ticket and asking for explanation. This whole process/ordeal is obviously very frustrating and I'm just wondering if anyone has similar experience and recommendation on what action I can take next. Thanks in advance!
Report Amazon AWS abuse gave me Something went wrong
A separate post suggest I make a report using https://support.aws.amazon.com/#/contacts/report-abuse I attempted to do so, four times, on two separate days, all brought the same error message "Something went wrong". Might I suggest someone check this out?
AWS Certificate Manager: Certificates won't renew "Additional verification required to request ..." .ru domains
Hi, We have the "Additional verification required to request certificates for one or more domain names in this request."-Error on two certificates with .ru domains involved. Is there some official answer to this problem, as we are not the only ones as it seems? (No we don't have a support plan on this account, so I can't open a case)
Can't access technical support despite having a developer plan
Whenever I try to create a technical support case I receive ``` Technical support is unavailable under the Basic Support plan ``` In the upper left of the page it says ``` Support plan: Basic Change ``` When I click "Change", the page I'm brought to tells me I have the "Developer" plan which should include technical support and is obviously not the "basic" plan the previous page said I had.