Our AWS account was suddenly suspended after what appears to be an internal spam or fraud review, but our activity is legitimate. Support chat said there is no guaranteed response time, and we currently cannot access the console or upgrade our support plan. What is the best way to appeal the suspension and get the account reviewed?
2 Answers
If the account is suspended, you may not be able to change the support plan through the console. Use the provider's account-recovery or suspended-account contact form instead, and reference your existing case. Paying for a higher support tier can help in normal situations, but it may not be possible or useful until access is restored.
Open or update the existing support case and clearly explain that the account is legitimate. Include the case ID, account details, billing information, business purpose, and any evidence that could help verify your identity and usage. Ask for an account review and keep all communication in the same case so the history is easy to follow.
Thanks—I'll gather the case details and verification information and add everything to the existing request.
That matches what we're seeing—we currently can't access the console, so we'll focus on the suspension appeal route.