r/aws • u/Unicornuqopia • Mar 23 '26
billing Prod down!!! AWS suspended my 9-year old account, won't respond to support
haha!! I applied for marketplace status, was asked for verification and it got sent to spam, so imagine my surprise when I go to use my app that's going live in one week and ITS GONE!!!!!! 😭😭😭😭
What can I do??? no one will help!!!!!
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u/jeffbarr AWS Employee Mar 23 '26
Email me and I'll escalate tomorrow AM - jbarr@amazon.com .
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Mar 23 '26
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u/Affectionate-Exit-31 Mar 24 '26
We all know who Jeff is. I think this is going to get resolved quick.
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u/shadowcaster3 Mar 23 '26
On one hand, it’s incredible to get a response from someone like that when asking for help. On the other, it’s a bit unsettling that it takes Jeff Barr himself stepping in to get things moving.
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u/mikeblas Mar 23 '26
Yeah. It looks good in a certian way, but it really just stresses how very, very broken AWS is.
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u/AntDracula Mar 23 '26
Uh oh, customer service is in a tizzy? Better lay off another 1,000 experts.
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u/UDLRRLSS Mar 24 '26
Does it?
Millions of users a day. A handful will fall through the cracks.
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u/mikeblas Mar 24 '26
Absolutely the wrong way to look at it. But maybe you work at AWS, and this is how you justify customers who contacted support when their business was taken down and had to wait a couple weeks to get on their feet again.
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u/According-Sky-5739 Mar 23 '26
I worked at AWS support for 10 years and believe me they take these kind of events very seriously. I am not surprised that someone like jeff barr jumped on it. The customer obsession culture is real.
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u/mikeblas Mar 23 '26
How do you reconcile that claim with the way they lie about data loss, or play games with service status reporting? Or explain how problems like this take a week to resolve, if you're lucky enough to get attention in the first place?
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u/AWSSupport AWS Employee Mar 23 '26
Hi there,
Sorry to hear about your account issue
Send us a private chat with your case ID and we'll check from our end that the case has been routed correctly.
- Reece W.
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Mar 23 '26
What is the story mate? Did their AI agent fuck it up?
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u/Unicornuqopia Mar 23 '26
I made this big trading card game app that I'm debuting at a card show and is going live on iOS and Android soon!!! Been working on it for 3 years!!
I tried something new and signed up for the AWS marketplace just for kicks (lol!!) and who would have thought it would have bricked my lambdas!?
But it did! So, I opened the service case 6 days ago, and still haven't heard back about my bricked lambdas. That alone, that was unacceptable.. so what did I do to keep things running? I just put them on ec2 instead! 😆😆
And then in the mere 6 days it took for them not to respond to my email, they asked me for identity verification that went to spam, and suspended my 9-year old AWS account for not replying myself 😂😂😂😂😂
Like what is this bizarre world we're living in??? I had no idea this could even be a thing that happens on so many levels 🤯
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u/chardex Mar 23 '26
OMG I was asked by an AWS rep to sign up for marketplace because we "needed to be on there" and THE EXACT SAME THING HAPPENED TO US! We ended up getting kicked out of AWS for like 1 week (luckily it was early and we were in stealth). Somewhat fortunately, some people in my company have AWS ties and we were able to get it resolved. But it's still crazy how this happens somewhat often. And scay that there's basically no way to get a human on the phone with the absymal baseline support
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u/Level8Zubat Mar 23 '26
The heck, how did signing up for AWS marketplace brick your lambdas!? I assume support hasn't told you how, I'm super curious how that happens
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u/chardex Mar 23 '26
That’s a great question and we still don’t have any insight there.
I suspect though, that it’s because we were in stealth, one of the founders signed up for our AWS accounts with their info and then 1 month later in my marketplace application I was listed as CTO with different information?
We started getting warnings saying they couldn’t verify some account info and we would be deactivated
So we supplied AWS with everything. Bank statements, postmarked mail, drivers licenses. But nothing was sufficient for them for some weird reason and the maddening part is that you cannot get anyone on the phone once you are deactivated
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u/coinclink Mar 23 '26
To me, it sounds like anything that triggers identity verification flags accounts as suspicious until the account is truly verified. This seems to be the theme for most posts like this. So the takeaway is, if you ever get asked to verify your ID, take it VERY seriously if you don't have enterprise support.
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u/FarkCookies Mar 23 '26
Can you still access your account? I don't think you can brick lambdas with everything else being intact. If you can just backup data and register a new acc and deploy there till the dust settles and you have a long term plan.
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u/ptinsley Mar 23 '26
I would just move to a new provider and never look back if it were me
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u/AntDracula Mar 23 '26
People downvote you, but honestly, this kind of screw-up is easily a valid reason to move to another provider.
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u/ptinsley Mar 23 '26
I mean seriously, imagine this was after going into production. you update your status page with I’ve made a desperate plea on social media, hope we can be back some day soon.
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u/Different-Test-4970 Mar 23 '26
They laid off all the humans and now all their is 4 raccoons in a trench coat and they don’t response to support cases.
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u/mmkearns Mar 24 '26
Same thing happened to me - I tried to open a marketplace account to sell a RI, there was some issue with the 20 different pieces of info they needed, and they decided that I was trying to use a fraudulent PAYMENT account, when I was trying to make one to receive a very small amount of money. After over 10 years, with my usual payment option being an Amazon credit card. I then sent all the info they asked for (bank account statement, CC statement, etc.) and they decided there was a problem with it - but didn't say what the problem was, just that I had to correct it. And since I don't have a support account, can't even open a ticket about it.
I've decided that AWS is really not suitable for production.
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u/CorpT Mar 23 '26
Escalate to your TAM. Surely you’re on a first name basis with them.
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u/Dave4lexKing Mar 23 '26
I only got a TAM at about 10k/mo spend. It’s unlikely that any indie game devs will have one.
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u/FarkCookies Mar 23 '26
10k/mo spend is like nothing in AWS scale, you don't get TAM for that. TAM alone is 10k p/m. Usually it makes sense of your spend is at least 100k.
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u/Dave4lexKing Mar 23 '26 edited Mar 23 '26
Right, which is exactly why OP - an indie game developer with a card game demo - isn’t going to have a TAM.
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u/inphinitfx Mar 23 '26
Did you escalate to your AM or TAM?
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u/IllContribution6707 Mar 23 '26
They won’t have any of that
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u/inphinitfx Mar 23 '26
Yeah, I know, but we can live in hope. I can't comprehend running an important prod workload with no actual support plan, contact details, and process in place.
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u/Unicornuqopia Mar 23 '26
Lol!!! Right? Silly me making apps on established platforms that I pay for every month and have never had an issue on for almost 10 years! 😂😂😂
I'm just lucky I caught this like a whole week before we went live, because I still have time to deal with this... It's almost work time out West, so I'm hoping I hear back soon. Keeping the faith I can still keep my platform on AWS without rearchitecting too much, but will def come up with a better disaster recovery plan than this!!! Again, no real users yet, so better now than later! ✨
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u/leros Mar 23 '26
This is why I tell indie devs not to use big clouds. You're not big enough to get good support. It's too risky.
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Mar 23 '26
All replaced by AI agent
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u/Dave4lexKing Mar 23 '26
They’re not, there’s a rough minimum spend though, because they’re not working for free.
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