Our relatively new AWS production account, created only a few weeks ago, was suspended without warning. The suspension email says AWS previously asked us to provide authentication details, but we never received any such request. The email includes a link for uploading documents, though our billing is handled by an external company and we are unsure what documentation or process applies. We have opened an urgent support case and are trying to understand how to restore access and determine whether AWS made an error.
3 Answers
Keep updating the existing support case and clearly explain the business impact, the fact that no prior verification request was received, and that the billing provider is involved. If phone support is available for your account, call as well rather than relying only on email. The case appears to be with the appropriate team, but escalations may still be handled in queue order.
AWS normally sends verification or account notices to the root email address and any alternate contacts configured on the account. After access is restored, review every contact address, confirm that the messages are actually being delivered, and make sure your own distribution lists—not only the billing provider’s contacts—receive critical notices. It’s also worth asking the vendor whether they received an earlier request that was never passed along.
Since your billing is handled by an outside company, contact that vendor immediately. They may have a direct account manager or support channel that can escalate the suspension internally, especially if AWS considers the account new or outside its normal risk profile.
I opened a ticket with the billing vendor, and they said they’re speaking with our account manager. Hopefully that gets things moving.
The account and email addresses are controlled by us; the billing company was only added as a billing contact recently. I received the suspension notice but never saw an earlier authentication request, so I suspect AWS made a mistake.