I'm looking for advice from anyone who's dealt with AWS account suspensions, especially during billing or security reviews. Our production workload was hit by a serious DDoS attack, leading to a massive spike in our usage of AWS WAF, CloudFront, and CloudWatch, resulting in an unexpectedly high bill. We quickly opened support cases, provided ARNs, detailed timelines, WAF analytics, and millions of daily request counts along with attacker IP samples. AWS acknowledged the situation and escalated it for a service-team review to potentially adjust the bill. However, while this review was in process, our account was suspended for non-payment despite our request for a temporary billing hold during the investigation. Now, we can't access the console, which has taken our production applications offline and restricted access to CloudWatch and our infrastructure management. We're trying to figure out the right escalation path. Has anyone been in a similar situation? What's the best way to get an account reinstated while a billing dispute is being reviewed? Are there any options to escalate beyond the standard account support if console access is blocked?
2 Answers
Sorry to hear about your troubles! If you're comfortable sharing your case ID, some AWS support personnel in chat might be able to take a closer look at your situation. Sometimes, having the case ID on hand helps speed things up a bit.
If you have an AWS account manager or dedicated support team, definitely lean on them for help in this situation. They can assist you with navigating these types of issues more directly and might facilitate faster communication.
Unfortunately, I don't have an AWS account manager. I'm feeling a bit stuck here.
I appreciate it, here's my case ID: 176357271700132.