I created a new AWS account and completed the signup, payment, phone, and email verification steps. AWS says activation usually takes a few minutes and may take up to 24 hours, but it has now been more than three days and the account is still restricted.
CloudShell says it cannot create an environment because account verification is still in progress. EC2 instance creation in ap-south-1 fails at the account level, including through CloudFormation. Other services such as RDS, S3, IAM, ECR, and VPC were able to create resources before the stack rolled back when EC2 failed.
I opened an Account and Billing support case, followed by an Account Activation or Account Verification case. The second case was automatically marked as a duplicate and redirected to the first. I also requested human escalation and provided the EC2 request IDs and CloudFormation timestamps, but I have only received the automated verification response so far.
I checked the root email address and spam folder and have not received any request for documents or additional verification. Is a delay like this normal for a new account? Is there a legitimate escalation path beyond replying to the existing support case, or is there anything I should complete on my side?
4 Answers
Unfortunately, new-account reviews can occasionally take several days, especially when an automated check produces a false positive. Since the activation case was merged into the existing support case, continuing that same thread with the exact request IDs, timestamps, affected region, and a direct question about pending verification is probably the cleanest escalation route. Avoid opening many duplicate cases, since that can make ownership less clear.
Try a very small instance from the EC2 console in another region rather than through CloudFormation. A basic launch in us-east-1 can help distinguish a regional capacity or regional account restriction from a global verification block. It will not bypass an account hold, but the resulting error may provide more useful information for the support case.
This may be part of an automated fraud or payment verification review. Check that the card details and billing address match exactly, and confirm that the phone number and root email are fully verified. If AWS has not requested anything, there may be no additional step available to you until support finishes the review.
Three days is longer than usual, but verification backlogs do happen with new accounts and can sometimes depend on the payment method or region. Since RDS and S3 are working while EC2 and CloudShell are blocked, this sounds more like an account or service-level verification hold than a complete suspension.
Keep the existing case updated with a concise question such as, “Is any action or documentation still pending from me?” Sending one follow-up about once a day may help keep the case active. It is also worth testing a small EC2 launch in another region, such as us-east-1, to determine whether the problem is specific to ap-south-1.
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