My client's website is currently down because the AWS account was suspended for an overdue bill. The account's root user is tied to an old email address that is no longer active, and the client never updated it after switching domains. I have administrator access through an IAM user, but that role cannot access or update billing. What is the fastest way to pay the balance, restore the account, and recover access to the root user?
3 Answers
If the old email address belonged to a domain the client still controls, recreating that mailbox could be the quickest option. If the domain is gone or was replaced long ago, explain that clearly in the support case and be prepared to prove ownership of the AWS account through the company, domain history, payment records, or other account details.
Open a case with AWS Support through the Support Center and include as much account and ownership information as possible. The Account and Billing team may be able to help resolve the suspension even though you cannot access the root email. Be sure to explain the urgency and provide the account ID, business details, and any information that verifies your relationship to the account.
I submitted a support case through my IAM user yesterday, but it has not been picked up yet.
Contact AWS Support and work with the billing team. They may have a process that lets you settle the outstanding balance and restore service without immediately having root access, but recovering the root account afterward will still be necessary and may require an ownership verification process.
The domain is no longer accessible. The website switched domains a long time ago, but the root user’s email address was never updated.