Our Brazil-based SaaS company's production environment runs entirely in AWS, including EKS, RDS, ElastiCache, SES, S3, payment services, and customer data. AWS suspended the account for alleged non-payment even though we replaced an agency-owned card with our company card, paid the invoice in full, and now see R$0.00 outstanding in the billing console.
This account had already experienced repeated verification problems, including denied quota increases, delayed SES production approval, CloudFront verification errors, blocked instance launches, zero spot capacity, and a paused MediaConvert queue. We opened support cases and uploaded all requested verification documents, but the cases were forwarded to a program support team and no one followed up.
After the suspension, our EKS control plane became impaired, the load balancer stopped serving our APIs, existing credentials began returning InvalidClientTokenId, and we could no longer access resources or export backups. AWS Health warned that the cluster control plane could shut down soon. Customers had already made card and PIX payments, and our planned launch was missed because the platform became unreachable.
What is the best way to reach a human who can review the payment and reinstate the account? Also, how can we obtain written confirmation that our RDS database, EBS volumes, snapshots, and other data will remain intact while the verification review is pending?
3 Answers
Keep all communication in the active case, avoid opening duplicate tickets, and document every timestamp, error, payment confirmation, and customer impact. Ask specifically for confirmation about resource-retention and data-preservation policies while the suspension is being reviewed.
The only directly relevant response was that the issue had been escalated internally and that support could not discuss account-specific details publicly. Keep monitoring the existing case and make sure every update clearly states the business impact, the completed payment, and the pending verification documents.
Call AWS immediately through the highest support channel available to your account and ask for an urgent billing and account-verification escalation. Once payment issues are resolved, restoration may not be instantaneous; some services can take time to recover, and databases may need additional time before they respond normally.
Thanks for escalating it. We appreciate the help, but we still need someone from the review team to contact us directly because the outage is ongoing.