My client's AWS account was suspended because a billing update was missed. The account's root user is tied to an old email address that is no longer active, and that email is currently the only way to access billing. I still have administrator access through an IAM user, but IAM permissions don't let me update the billing information or regain root access. The client's website is now offline, so I need to know the fastest way to contact AWS, settle the outstanding bill, restore the account, and recover access to the root user.
3 Answers
If the old email belonged to a domain the client still controls, recreating that mailbox could be the quickest solution. If the domain and mailbox are both unavailable, tell AWS support that the domain was changed but the root email was never updated. Proof that the client owns the relevant domain or account may help with verification.
Contact support and explain that the root email is permanently unavailable, the account is suspended, and the website is offline. AWS may have a process to verify ownership, accept payment, and restore access before the root account recovery is completed. Be prepared to provide account details, billing information, and other ownership evidence.
You’ll need to work with AWS Account and Billing Support. Open a case through the Support Center from the IAM account and include as much ownership and account information as possible. Support may be able to help resolve the billing suspension without immediate root access, but recovering the root user will likely require a separate identity-verification process.
I submitted a support case through the IAM user, but it has not been picked up yet. The site is still down, so I’m hoping it can be escalated.