Questions tagged with Support Case
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Why AWS is not allowing us to receive client inquiries on our website through emails?
We have recently migrated to AWS from the previous hosting provider. However, since then we have stooped receiving client inquiries put on our website, in the form of emails which we used to get seamlessly earlier. We tried to contact them but were asked to pay for any technical support, so we did. We requested them to enable port 25 and they asked few questions like use-case for sending mail from EC2 and spam prevention mechanisms. After successfully answering both the questions, they said "We have lifted the restriction for your account in the following > region(s): ap-south-1" - we didn't understand what it is. So check if the email function is working. But it wasn't. Therefore, we wore back to them saying that it is still not working. To our surprise, they sent us this "After a thorough review, we confirmed our original finding and cannot grant your request. Please consider looking into the Simple Email Service (SES). We cannot assist you further with this issue and we may not respond to additional messages on this subject" Since then, they are not responding. We are still wondering how can they deny helping us sort out the issue or at least explain properly why certain things are not feasible at their end. It is totally unacceptable to bound customers to keep purchasing additional services by sending such rude emails and poor customer support. Inquiry [xxxxxxx] *Edit: Removed AWS Account ID - Ben G.
How long does it takes to get answer from AWS to my support case?
Hi, i need to exit from sandbox in AWS SES, i wrote in support case additional information and then several times clicked on "resolve case" and "reopen case". and i think aws can answer for my cases longer. What should i do, i clicked "reopen case" one more time, but message is still hangs and I don't know what to do, when to wait for an answer. > Message: More information needed for your production access request In order for Amazon SES to continue with this request, some additional information on your email sending is required. We have created a support case for a member of our team to work directly with you."
How to configure Sender ID on SMS
I am setting up a new environment using a new account under the same payee/root account. In order to set up the env I need to configure Sender ID on SMS messages. I have registered Sender ID in India, have a principal entity, and have approved SMS templates. AWS Support is refusing to configure the Sender ID because the account is new. Root / payee account has been active for more than a year. This is the second time such an incident is happening. Last time I had to tag AWS Support on twitter to get the ticket escalated. Has someone faced similar issue, is there a better way to get help?
Pearson VUE revoked my SAA-C03
Hi AWS Team, I scheduled my exam for AWS SAA-C03 on 08-10-2021 and the Pearson VUE proctor was revoked. That was not my mistake, the proctor was trying to connect through onVUE it was not connecting, then he pinged in the chat as, I am calling your mobile and just pick up the call then I picked up. Raised support with Pearson VUE on the same day and they said after 14day you can reschedule the exam, when I check with them after 14 days now they are saying to check with the AWS team Pearson VUE case ID: XXXXXXXX AWS Candidate ID: AWS03045655 I have already raised the AWS support case using https://support.aws.amazon.com/#/contacts/aws-training. I haven't heard back yet. I need to complete the certification ASAP as per my company guidelines. Kindly do the needful to reschedule the exam. Thanks. * Edit: Removed case ID — Aimee K.
About two months ago, I had problems migrating to Amazon VPC. I asked for help in "problems migrating EC2-Classic to Amazon VPC." The help I got enabled me to complete the migration without incident, after which I stopped the old EC2 instance (but did not terminate it, in case some problems with the migration required running it again). Everything seemed to be working properly until yesterday, when I got the following message on the Console Home: *This account has AWS resources running on retired EC2-Classic in one or more AWS regions. Please note that these resources are at risk of sudden termination and we recommend that you immediately request an extension to temporarily re-activate EC2-Classic on your account and migrate these resources to Amazon VPC. We are offering extension for up to January 27, 2023. To request an extension, please go to AWS Support Center > Choose “Create case” > Select “Account and billing support” > Select “Account” > Select Category “Extend EC2-Classic timeline” and share your extended deadline in the body.* I followed the directions to create a support case, but the response I got said they couldn't do anything about it. To get rid of this message, should I just go ahead and terminate the EC2-Classic instance, or is there something else I should do?
how to fix an hacked account please help
i think my account has been hacked using a phishing method, i m struggling for weeks in order to get a real call from your services in order to explain the situation A service called amazon turk mechanical has been activated in my account at the same time as a FMA code that blocked me my access to my account. i tried to fix it but amazon asked me for an affidavit, from a lawyer which i had to execute, Then i had again to fix the fees on turk 25k usd !!! i tried to inform your service that it was not due to me but you still tried to withdraw the amounts from my credit card!! i had on the phone a supposed agent from amazon to fix the problem but i assume it s a fake agent. I'd like your serviceto contact me by phone and by email bothly in order to fix that +xxxxxxxxxxxx ( it s a morrocan number ) i'm rebei karim my email account is email@example.com accept my best regards *Personally Identifiable Information (PII) removed - Randi S.
Amazon removed my instance during account suspension period in 7 days - how to recover?
Hi, When I open my account today I saw that Amazon deleted my ec2 instance but everything else like my security groups, elastic ip addresses and keys etc, all of the configurations were there. When I ask my lost ec2 instance to online support, the explanation by the support team was "resources can be deleted by amazon during suspension period". My 1 month age account was put on hold since 9 September 2022 because of wrong address information. I was asked for documents related to account owner, and payment method so I provided all. The verification process took 7 days and I could verify myself at the and and I got my account reactivated today. Well, I'm not aiming to blame anyone but I just want my instance back. I know somewhere underground there must be backup images of the whole systems that's normally inaccessible visually but only some allowed tech specialists may access. Is there anyone authorized to do this or to assist me on finding the correct person in charge? Thanks in advance.
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?