Our AWS account has been unable to create new CloudFront resources since August 30. Each attempt returns a message saying the account must be verified and instructing us to contact AWS Support.
Support initially confirmed that the account was active, the payment method was valid, and phone verification was complete. We were told the restriction was related to the account being new and that an internal review would take roughly 2–3 days.
It has now been 14 days. We have followed up repeatedly, opened additional support cases, asked whether any documents or other information are required, requested escalation, upgraded our support plan, and waited several hours at a time for live chat. We still have no explanation, estimated completion time, or request for additional information.
A later support response said our CloudFront access request had been received and would be submitted to the service team for approval, which made it unclear whether the original request had ever been submitted or whether the review was only beginning after 11 days.
I understand why a new account might require additional checks, but being blocked from using CloudFront for two weeks without a status update is difficult to manage. Is this kind of delay normal? Has anyone experienced a CloudFront verification review taking this long, and is there a meaningful escalation path beyond repeatedly replying to the same support case?
2 Answers
The discussion suggests that support quality and escalation options can vary significantly depending on the support plan. Lower-tier support may not have a clear way to directly influence an internal service-access review, while customers with an assigned technical account contact may have better visibility. That does not necessarily mean the delay is normal, but it may explain why frontline agents are unable to provide an ETA.
One support representative indicated that they could review the case and raise it internally, which appears to be the most concrete escalation offered in the discussion. Make sure every support case clearly references the original CloudFront verification error and the dates of the previous contacts so the service team can see that this is an ongoing request rather than a new submission.
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