We run a Brazilian SaaS company whose production environment is hosted entirely in AWS, including EKS, RDS, ElastiCache, SES, S3, customer data, and payment records. AWS suspended the account for alleged non-payment even though the invoice was paid in full and the billing console now shows R$0.00 due. We suspect the issue began when we replaced an agency-owned payment card with our company card.
Before the suspension, we had several verification and quota problems. Some EC2 and SES restrictions were eventually removed after appeals, but other services continued showing verification errors. Launch requests began failing with messages saying the account was blocked or invalid, and services such as Spot and MediaConvert became unavailable.
AWS then marked our EKS cluster as impaired, reporting problems accessing its service-linked role and KMS key, with a warning that the control plane could shut down. Our load balancer stopped accepting connections, the application became unreachable, and previously valid IAM credentials began returning InvalidClientTokenId. We are currently unable to access or export our own backups. Customers had already made card and PIX payments when the outage began.
We submitted the requested verification documents and opened several support cases, but the responses only say the matter was forwarded to a specialized program team that will respond by email. We have not received a meaningful update, and our scheduled launch was missed.
Has anyone dealt with an AWS account suspension that continued after payment was settled? What is the fastest way to reach a human who can review the payment and restore access? Also, how can we obtain written confirmation that our RDS database, EBS volumes, and snapshots will remain intact while the verification process is underway?
2 Answers
After payment, services may not recover instantly. Some parts can return fairly quickly, while databases and dependent services may take longer—sometimes around an hour. That said, a suspension involving account verification and invalid credentials is more serious than a normal delayed payment restoration, so keep pressing support rather than waiting passively.
Call AWS immediately and keep escalating through the existing support cases. Explain clearly that this is a production outage, the balance is paid, customers are affected, and the account is at risk of losing control-plane access. Ask for the billing or account-verification team specifically rather than opening unrelated duplicate cases. Keep all payment receipts, ownership documents, and timeline details ready.
That makes sense for a temporary billing delay, but the verification lock and loss of IAM access make this look like a broader account restriction. We’re continuing to document every failure and escalation.