Our relatively new production account was suspended by AWS without warning. The suspension email says AWS previously asked us to provide authentication details, but we never received that request. The email includes a link for uploading documents, though our billing is handled by an external company, so we are unsure what documentation is expected. We have opened a support case and need advice on the fastest way to restore access and determine what went wrong. Has anyone dealt with a similar account-verification suspension?
3 Answers
If a reseller or external billing provider is involved, contact them immediately. They may have an account manager or a direct escalation path that is difficult to access through standard support, especially for a newer account. Ask them to confirm whether any verification requests were sent to addresses they control and to escalate the suspension as urgent.
Check every email address associated with the account, including the root address and all alternate contacts. Verification notices may have gone to an address managed by the billing provider or to a contact that was added during setup. Once access is restored, test each address and make sure multiple people receive security and billing notifications. If none of those addresses received the request, document that clearly in the support case and ask AWS to investigate the communication history.
The account and its email addresses are owned by us; the billing company was only invited for billing access about a week ago. We did receive the suspension notice, but no earlier authentication request, so this may simply have been an error.
Keep the existing support case active and follow up through every available official support channel, including phone support if your plan provides it. Clearly state that the production account is suspended, that the alleged verification request was never received, and that you are ready to provide whatever documents are required. The support response indicates the case is with the appropriate team, so continuing to emphasize the business impact and urgency may help it reach the right people.
We opened a ticket with the billing provider, and they said they are already speaking with the account manager. Hopefully that gets this moving.