Since August 30, our new AWS account has been unable to create additional CloudFront resources. Each attempt returns a message saying the account must be verified and instructing us to contact AWS Support.
The first support agent confirmed that the account was active, the payment method was valid, and phone verification was complete. We were told the restriction was related to the account being new and that an internal review would take roughly two or three days.
After 14 days, we are still blocked. We have followed up several times, opened additional cases, asked whether any documents or other verification are needed, requested escalation, upgraded our support plan, and spent hours waiting for live chat. We still have no clear explanation, ETA, or confirmation of what is being reviewed.
On September 10, another agent said they had received the CloudFront access request and would submit it to the service team for approval, suggesting that the original request may not have been processed as expected.
I understand the need to verify new accounts and prevent abuse, but being unable to use CloudFront for two weeks without a status update is difficult to manage. Has anyone experienced a CloudFront verification review taking this long, and is there a genuine escalation path beyond repeatedly updating the same support case?
2 Answers
This sounds like an account-level service approval rather than a payment or phone-verification problem. Once the request is with the CloudFront review team, frontline agents may have very little visibility or authority to change it. Keep one primary case active, make the business need and production impact explicit, and ask directly for confirmation that the request was submitted to the CloudFront service team rather than opening more duplicate cases.
The experience can vary significantly depending on the support tier. Higher-tier customers with a technical account manager often have a clearer internal escalation path, while standard or entry-level support may only be able to pass the request along and wait for the service team. That does not explain the lack of updates, but it may be why normal support has not been able to provide a useful ETA.
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