Our AWS Bedrock credentials were compromised on August 31, 2026, and AWS notified us on September 1. Since then, the affected access has remained locked for more than 30 days. We have contacted AWS Support almost every day through chat and callback requests, but communication has been inconsistent: we have received about 14 responses, and each representative has given different instructions. The issue still has not been resolved.
We have an important client launch scheduled for Monday. The delay could cost more than $300,000 and prevent over 600 users from accessing our product. Has anyone dealt with a similar AWS security or account-lockout issue? What is the most effective way to escalate the case and restore service safely?
3 Answers
The immediate priority should be finding a supported fallback for Monday, such as a separate secured AWS account or approved replacement credentials, while the original case remains under investigation. Ask AWS Support to route the matter to the security and account-recovery escalation teams, and clearly state the business impact, launch date, affected user count, and all remediation steps already completed.
If this is a business-critical workload with that level of financial exposure, review your AWS Support plan. Enterprise-level support may provide faster escalation and access to technical account management. Even if you upgrade now, continue documenting every case number, response, requested action, and deadline so the escalation team has a clear timeline.
Treat the compromised credential as permanently unsafe rather than waiting for the original key to be unlocked. Your security team should revoke or rotate affected credentials, investigate the breach and billing activity, and create a clean replacement access path with least-privilege permissions. Make sure the replacement credentials are stored and monitored securely.
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