I'm an AWS Partner and I'm in a tough spot with a new client who is locked out of their root account. They never set up MFA, and now AWS insists they need it to regain access. To make things worse, there are no IAM users with admin rights since everything was run through the root account. The client has a substantial $40k yearly spend on AWS and is considering switching to Azure, which puts more pressure on me. We started the recovery process over three weeks ago, and while we managed to get past the initial step of verifying the recovery email, we keep hitting a wall with the second step: phone verification. Each attempt leads to the frustrating error "Phone verification could not be completed." We've rechecked the phone number countless times, making sure there are no problems like blocks or spam filters, but nothing changes. Both the client and I have opened several tickets with APN, but it's just an endless cycle of being sent from one team to another, leaving us no closer to the solution. Meanwhile, the clock is ticking as the client continues to pay for services they can't use. Has anyone dealt with a similar phone verification issue? Is there a reliable AWS contact who can actually help without bouncing us around? I'm seriously considering starting everything over on a new account just to avoid this nightmare.
5 Answers
Sorry to hear about your struggles! If you can share your case ID through a DM, it might help get your issue routed correctly. Also, have you tried contacting a Partner Manager directly?
It sounds chaotic! Make sure they have access to the phone number linked to the account. If this is a single account and not part of a bigger organization, it complicates things. Adding a lawyer could help establish proof of identity too.
Is there no IAM role or access point at all? Sometimes, if you can get access to an instance or a task that still works, you might be able to create a new IAM user with admin rights. Just a thought!
I faced a similar issue last year. The solution ended up being a lengthy call with senior AWS representatives. It sounds tedious, but it was effective for me.
Reaching out to your Technical Account Manager (TAM) could be your best option. They should be able to escalate this situation and help you directly with phone verification issues.
Related Questions
Can't Load PhpMyadmin On After Server Update
Redirect www to non-www in Apache Conf
How To Check If Your SSL Cert Is SHA 1
Windows TrackPad Gestures