Our AWS account was suspended after what appears to be an automated internal review marking us as spam or fraudulent, but we believe that decision is incorrect. Support told us there is no guaranteed response time, and we currently cannot access the console or upgrade our support plan. What is the best way to escalate the suspension and get the account reviewed?
2 Answers
If the account is inaccessible, a paid support upgrade may not be possible until access is restored. Focus first on the suspension appeal and identity or billing verification. Gather invoices, payment records, domain or business information, and an explanation of the services being used. There may not be a guaranteed SLA, but a complete escalation gives the review team the best chance of reversing a mistaken fraud flag.
The practical route is to keep the existing support case active and request an urgent account review or appeal through the official account-support channel. Include the case ID, account ownership details, billing information, recent usage changes, and a clear explanation of why the activity was legitimate. Keep the message factual and concise, and follow up in the same case so the history stays together.
That’s the problem—we can’t access the console, so we can’t upgrade the support plan or open the usual requests. We’ll continue with the existing case and provide all the verification details there.