Questions tagged with Support Case
Content language: English
Sort by most recent
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
[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!
One of my instances is stuck at login screen (viewed on system logs) after restarting or stop then start! Can't SSH to it!
I have 4 instances on EC2 and there is only one of them that I can't connect to in SSH even if I restart or stop then start it. After long minutes of initialisation, the instance console tells me that "1/2 verifications succeed" and when I check the System Logs, I see that the instance is stuck at the login screen. It show "Ubunutu 20.4 LTS <my_instance name> login :". I really need this instance, it's very important! PS : how can I attached pictures to my question?
My support case has not been answered after 48h
Dear community, I have raised a case with ID 95591xxxxx more than 48h ago and its status shows "unassigned" yet. My organization has a Developer Support Plan. Should the case status not have changed already? I am wondering if has gotten lost among other cases. Any help would be most appreciated. Best regards, JC
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.
Technical support case unassigned for 5+ days
Hi, We have a problem with our managed blockchain network and created a "System impaired" case on 26th Jan. This has been 5 days now that this case is still in unassigned state. We just recently purchased the technical support package for this. Any help on how to get this sorted out asap? Case ID: 9535173921
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 :)