I received $960 in AWS promotional credits through a Kiro Pro Plus 2026 promotion and mistakenly believed they would cover Claude usage through Amazon Bedrock. I used Bedrock with an IAM user and eventually accumulated $293.55 in charges before realizing the credits had not been applied. The Billing Console still shows the full $960 balance unused and lists Kiro as the only applicable product.
I stopped using Bedrock as soon as I discovered the issue. I have contacted AWS Billing Support, explained that the charge resulted from an honest misunderstanding, and asked whether the credits could be applied retroactively. I also requested a one-time goodwill adjustment if the credits are not technically eligible. The case has been escalated for review.
I understand that the Bedrock usage came from my account and am not disputing that it occurred. I am mainly looking for advice from people who have dealt with similar AWS billing or Marketplace situations. Has AWS ever approved a goodwill credit, adjusted a bill, or applied promotional credits retroactively? Is there anything useful I should do while waiting for the review?
4 Answers
Promotional and service credits often have narrow eligibility rules, and the Billing Console can be confusing when credits appear in the account but do not apply to a particular model or Marketplace charge. In similar cases, AWS has sometimes refunded its own portion while leaving Marketplace charges unresolved. Keep the case open, ask for a written explanation of the credit terms, and request that the escalation explicitly distinguish AWS charges from third-party Marketplace charges.
One user described being billed despite having other AWS credits because the credits applied only after an account or billing change, while another set of Bedrock credits excluded newer Claude models even though the dashboard looked broader. Their experience was that AWS support and account managers passed the Marketplace portion between teams. I would be cautious about using any replacement credits until AWS confirms the eligible products and models in writing.
There may not be much else to do besides keep responding through the existing support case, but save the promotion terms, billing screenshots, usage timestamps, and every case update. Avoid opening multiple conflicting cases. If payment is due while the review is pending, ask Billing how they want the undisputed and disputed amounts handled so the account is not suspended unexpectedly. A goodwill waiver is discretionary, so present the facts clearly without claiming the charge itself was invalid.
It seems to depend heavily on the specific product, account history, and which team owns the charge. Marketplace-related usage can be especially difficult because AWS may treat the charge differently from ordinary AWS service usage. I would not assume an adjustment will be approved, but clearly documenting the timeline, stopping usage immediately, and emphasizing that the credits remain unused is probably your best approach.
That makes sense. I was unsure whether the review team generally has authority to make a goodwill adjustment or whether it depends entirely on the account and product.
That is helpful, especially the warning about model-specific restrictions. I will ask them to confirm exactly which products, models, and Marketplace charges the credits cover rather than relying only on the summary shown in Billing.