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Ask HN: AWS account expires in 2 weeks. Can't login, but they keep asking me to

59 points by NicoJuicy 6y ago

My small AWS account which I use to handle emails from web applications and sites is not allowing me to log in anymore. ( i need to pay a small bill since that VISA is expired, which requires login) I know my credentials and i can access my email. OTP is always successfull ( One Time Password). I have my phone with me, but no notifications coming in ( I have never enabled MFA on this account, and i'm not receiving any SMS) Every customer support issue directs me to urls where I need to login, but I can't. Is there a way to let them call me and verifying my account without doing that verification step? Because that's literally the issue. Or any other advice? ( It's a small account, but it will give me a lot of hassle and errors if i have to reconfigure every website/webapp and approve every email again. Setting me back for > 2-3 days) Edit: Thank you all! I changed the default SMS app ( the default was the normal one for Android) and it showed me a lot of missed messages, including OTP ones from Amazon.

jimnotgym 6y ago
I have someone in the company having a similar problem with Amazon VC. I can log in from their computer, but when they use their credentials they just never receive mfa codes
- throw_nico 6y ago
  This step? https://imgshare.io/image/image.NB4Yvn https://imgshare.io/image/image.NB4Yvn ( that's the screenshot of my mail from 2 days ago fyi) I thought it was weird that I'd be the only one with this issue ( i didn't find any related info/similar issues online)
KeithBrink 6y ago
Any chance you’re using a VOIP service for your phone number? If AWS is sending their verification codes on a short code, they often don’t deliver unless you’re using an actual mobile carrier. This has been an issue for me on other services.
- throw_nico 6y ago
  No, it's my own number since i was 16 ( x 2 now :p)
james_pm 6y ago
Possible that your provider has blocked SMS from Amazon? We (not Amazon...I don't work there) also see users of our service who have sent "STOP" to our SMS number occasionally and then complain we never send them 2FA codes. If you can see the number those SMS used to come from you can try sending a "START" to it, or check to see if they have been blocked from sending to you.
- throw_nico 6y ago
  I have never had any issues with my provider. It's the biggest provider in Belgium and Belgium is not known to censor text messages. So I think this possibility is really low. I'm pretty sure it's on Amazon's end, other verification messages always worked fine. Doing an additional test though ( sending works fine, testing receiving now)
- throw_nico 6y ago
  Thank you! This led me to the path of changing my default messaging app. The default one of my mobile OS didn't seem to show all the messages!
  - LaundroMat 6y ago
    Any idea why it didn't?
eganist 6y ago
hey NicoJuicy, there's a [dead] account called throw_nico commenting on everything. Is that also yours? Can you comment from your NicoJuicy account?
- NicoJuicy 6y ago
  Rate limited ;)
fedormoiseev 6y ago
Try to unblock all phone numbers and resend the OTP. I once couldn’t receive an OTP from mobile operator unless I unblocked some spam sender (they had alphanumeric caller ID). I guess they use same service/number for sending SMS?
bagels 6y ago
What does this mean "I changed the default app" What app? An amazon app? An SMS app? What was it changed from/to?
- jamiesonbecker 6y ago
  I've seen this happen with provider- or phone- default messaging apps on Android. Yet another reason to go with (at least) an unlocked phone.
noncoml 6y ago
I have a similar kafkaesque story from AWS. Some time back I closed my Amazon account without deleting my AWS services first. The result was that the services kept running and I kept being charged. When I talked to AWS they said I should login and stop them. But since it's a single-sign-on, I had to talk to Amazon staff, who were insisting that once you delete an account you cannot restore it, so there was no way for me to login to stop the services. No matter how much I tried to make AWS understand that it doesn’t make sense for my services to still be up when I deleted my account, they wouldn’t have it. I don’t think I have dealt with such arrogant, bad customer support before.
- CodinM 6y ago
  I had the exact same thing happen to me, AWS did delete half of the charges, but still left me with 700$ on the account. So obviously, now AWS isn't my first go-to place to do business.
  - noncoml 6y ago
    I am pretty sure that they would lose in a small claims court, but probably most people who faced that can't bother
  - nickthemagicman 6y ago
    Do you have any recommendations for who's better? Isn't Google's customer service supposed to be pretty bad too?
    - smashah 6y ago
      I did gcp tutorial that left some resources running for a month. I eventually got charged around £300, I was able to talk to a human being and they sorted it out and refunded me. So they're still in my good books.
      - nickthemagicman 6y ago
        Awesome good to hear. Thanks.
ABeeSea 6y ago
This anecdote really drives homes the fact iMessage sells phones for Apple. The default SMS app not displaying messages is absolutely unacceptable. And I would never trust a third party sms app.
458aperta 6y ago
What makes me go crazy right now is that I can't access my AWS account because the OTP will no longer work. I tried resyncing but to no avail. I am at a loss as to how this could've happened. I used Google Authenticator and simply didn't log in for a few months.
ickyforce 6y ago
I have a similar issue - my phone broke and I lost access to OTP. I don't have anything on AWS except S3 bucket which costs $0.5/month. My credit card expired so they aren't charging me, just sending "urgent action required" emails. I contacted AWS support to either regain access to the account or pay what I owe and close it but they asked for: 1) A completed, signed, and notarized Identity Verification Form and Affidavit, which can be downloaded online at the following link (the link didn't work) 2) A photocopy of the AWS account owner’s primary proof of identification, such as a State driver’s license or passport. 3) A photocopy of the AWS account owner’s proof of address matching the address on file. So I'm waiting, maybe they'll give up.
domano 6y ago
Are you using signal as your main messaging app? If so restart your phone - i could not see sms due to their current issues somehow. Restarting fixed it.
- NicoJuicy 6y ago
  No, using the default on android. I'm just not sure if it's about a sms. I haven't enabled MFA in the past, so there's no authenticator app running with Amazon.
zaltekk 6y ago
Have you filled out this form? It’s not as good as a phone number, but they should be able to sort it out. https://support.aws.amazon.com/#/contacts/aws-account-support https://support.aws.amazon.com/#/contacts/aws-account-suppor...
- NicoJuicy 6y ago
  Yes, that's the one I used to submit a ticket. I only received follow up answers with urls where i needed to sign in. Which is really weird, because I can't. They mentioned that those urls can be used with blocked accounts, but my account isn't blocked. I submitted screenshots with where the process goes wrong, but it seems that they are ignoring that crutial part :). I always receive the message to confirm a notification on my phone during logging in, but there isn't one coming and I know they have my correct number and it hasn't changed in years.
sciclaw 6y ago
Are you on a VPN? Have. You tried other networks/machines? Amazon blocks my login when I am on VPN
- NicoJuicy 6y ago
  No, it's my home address and ISP where I have been living for 3 years ( Belgium). Also, that's not the problem. The problem is a "notification" that isn't coming during the login process. I can enter my password. Then I need to enter my OTP through mail. Then a notification on my phone number ( I'm not receiving this one)
jasonjayr 6y ago
Maybe not specific to your issue, but it took me a frustratingly long time and several password resets to realize that I had setup my AWS and Amazon Store account to each use TOTP 2FA, and they used two different codes. I occasionally need to use both in sequence to sign in.
- throw_nico 6y ago
  I don't have 2FA activated. I literally don't receive a notification and the phone is fine. I'm 100% sure the email is correct (they emailed me there that my VISA is expired)
- acct776 6y ago
  > I occasionally need to use both in sequence to sign in. Goodness...Elaborate?
NicoJuicy 6y ago
The OTP messages through SMS were marked as Spam on Android. While changing to the Samsung SMS app ( which doesn't have a spam detection), the messages were shown. By now, I have changed the app back and marked the messages as not Spam ( didn't even knew there was spam detection in my SMS app) I have replied to AWS support what the exact issue was.
ivansusanin 6y ago
I reached out to you on keybase
ochronus 6y ago
I also have a 'fun' story - got locked out of my old account (old phone no. 2FA). I owe them $1.61 so they keep pinging me. I've offered to pay using my new account or that they can just send me a link / bank account no. whatever so I can pay. No can do. I have to log in for that. My only option is a notarized document sent to them. Well I don't want to pay that dollar THAT hard... :/

59 points by NicoJuicy 6y ago

jimnotgym 6y ago

I have someone in the company having a similar problem with Amazon VC. I can log in from their computer, but when they use their credentials they just never receive mfa codes

throw_nico 6y ago
This step? https://imgshare.io/image/image.NB4Yvn https://imgshare.io/image/image.NB4Yvn ( that's the screenshot of my mail from 2 days ago fyi) I thought it was weird that I'd be the only one with this issue ( i didn't find any related info/similar issues online)

KeithBrink 6y ago

Any chance you’re using a VOIP service for your phone number? If AWS is sending their verification codes on a short code, they often don’t deliver unless you’re using an actual mobile carrier. This has been an issue for me on other services.

throw_nico 6y ago
No, it's my own number since i was 16 ( x 2 now :p)

james_pm 6y ago

Possible that your provider has blocked SMS from Amazon? We (not Amazon...I don't work there) also see users of our service who have sent "STOP" to our SMS number occasionally and then complain we never send them 2FA codes. If you can see the number those SMS used to come from you can try sending a "START" to it, or check to see if they have been blocked from sending to you.

throw_nico 6y ago
I have never had any issues with my provider. It's the biggest provider in Belgium and Belgium is not known to censor text messages. So I think this possibility is really low. I'm pretty sure it's on Amazon's end, other verification messages always worked fine. Doing an additional test though ( sending works fine, testing receiving now)
throw_nico 6y ago
Thank you! This led me to the path of changing my default messaging app. The default one of my mobile OS didn't seem to show all the messages!
- LaundroMat 6y ago
  Any idea why it didn't?

eganist 6y ago

hey NicoJuicy, there's a [dead] account called throw_nico commenting on everything. Is that also yours? Can you comment from your NicoJuicy account?

NicoJuicy 6y ago
Rate limited ;)

fedormoiseev 6y ago

Try to unblock all phone numbers and resend the OTP. I once couldn’t receive an OTP from mobile operator unless I unblocked some spam sender (they had alphanumeric caller ID). I guess they use same service/number for sending SMS?

bagels 6y ago

What does this mean "I changed the default app" What app? An amazon app? An SMS app? What was it changed from/to?

jamiesonbecker 6y ago
I've seen this happen with provider- or phone- default messaging apps on Android. Yet another reason to go with (at least) an unlocked phone.

noncoml 6y ago

I have a similar kafkaesque story from AWS. Some time back I closed my Amazon account without deleting my AWS services first. The result was that the services kept running and I kept being charged. When I talked to AWS they said I should login and stop them. But since it's a single-sign-on, I had to talk to Amazon staff, who were insisting that once you delete an account you cannot restore it, so there was no way for me to login to stop the services. No matter how much I tried to make AWS understand that it doesn’t make sense for my services to still be up when I deleted my account, they wouldn’t have it. I don’t think I have dealt with such arrogant, bad customer support before.

CodinM 6y ago
I had the exact same thing happen to me, AWS did delete half of the charges, but still left me with 700$ on the account. So obviously, now AWS isn't my first go-to place to do business.
- noncoml 6y ago
  I am pretty sure that they would lose in a small claims court, but probably most people who faced that can't bother
- nickthemagicman 6y ago
  Do you have any recommendations for who's better? Isn't Google's customer service supposed to be pretty bad too?
  - smashah 6y ago
    I did gcp tutorial that left some resources running for a month. I eventually got charged around £300, I was able to talk to a human being and they sorted it out and refunded me. So they're still in my good books.
    - nickthemagicman 6y ago
      Awesome good to hear. Thanks.

ABeeSea 6y ago

This anecdote really drives homes the fact iMessage sells phones for Apple. The default SMS app not displaying messages is absolutely unacceptable. And I would never trust a third party sms app.

458aperta 6y ago

What makes me go crazy right now is that I can't access my AWS account because the OTP will no longer work. I tried resyncing but to no avail. I am at a loss as to how this could've happened. I used Google Authenticator and simply didn't log in for a few months.

ickyforce 6y ago

I have a similar issue - my phone broke and I lost access to OTP. I don't have anything on AWS except S3 bucket which costs $0.5/month. My credit card expired so they aren't charging me, just sending "urgent action required" emails. I contacted AWS support to either regain access to the account or pay what I owe and close it but they asked for: 1) A completed, signed, and notarized Identity Verification Form and Affidavit, which can be downloaded online at the following link (the link didn't work) 2) A photocopy of the AWS account owner’s primary proof of identification, such as a State driver’s license or passport. 3) A photocopy of the AWS account owner’s proof of address matching the address on file. So I'm waiting, maybe they'll give up.

domano 6y ago

Are you using signal as your main messaging app? If so restart your phone - i could not see sms due to their current issues somehow. Restarting fixed it.

NicoJuicy 6y ago
No, using the default on android. I'm just not sure if it's about a sms. I haven't enabled MFA in the past, so there's no authenticator app running with Amazon.

zaltekk 6y ago

Have you filled out this form? It’s not as good as a phone number, but they should be able to sort it out. https://support.aws.amazon.com/#/contacts/aws-account-support https://support.aws.amazon.com/#/contacts/aws-account-suppor...

NicoJuicy 6y ago
Yes, that's the one I used to submit a ticket. I only received follow up answers with urls where i needed to sign in. Which is really weird, because I can't. They mentioned that those urls can be used with blocked accounts, but my account isn't blocked. I submitted screenshots with where the process goes wrong, but it seems that they are ignoring that crutial part :). I always receive the message to confirm a notification on my phone during logging in, but there isn't one coming and I know they have my correct number and it hasn't changed in years.

sciclaw 6y ago

Are you on a VPN? Have. You tried other networks/machines? Amazon blocks my login when I am on VPN

NicoJuicy 6y ago
No, it's my home address and ISP where I have been living for 3 years ( Belgium). Also, that's not the problem. The problem is a "notification" that isn't coming during the login process. I can enter my password. Then I need to enter my OTP through mail. Then a notification on my phone number ( I'm not receiving this one)

jasonjayr 6y ago

Maybe not specific to your issue, but it took me a frustratingly long time and several password resets to realize that I had setup my AWS and Amazon Store account to each use TOTP 2FA, and they used two different codes. I occasionally need to use both in sequence to sign in.

throw_nico 6y ago
I don't have 2FA activated. I literally don't receive a notification and the phone is fine. I'm 100% sure the email is correct (they emailed me there that my VISA is expired)
acct776 6y ago
> I occasionally need to use both in sequence to sign in. Goodness...Elaborate?

NicoJuicy 6y ago

The OTP messages through SMS were marked as Spam on Android. While changing to the Samsung SMS app ( which doesn't have a spam detection), the messages were shown. By now, I have changed the app back and marked the messages as not Spam ( didn't even knew there was spam detection in my SMS app) I have replied to AWS support what the exact issue was.

ivansusanin 6y ago

I reached out to you on keybase

ochronus 6y ago

I also have a 'fun' story - got locked out of my old account (old phone no. 2FA). I owe them $1.61 so they keep pinging me. I've offered to pay using my new account or that they can just send me a link / bank account no. whatever so I can pay. No can do. I have to log in for that. My only option is a notarized document sent to them. Well I don't want to pay that dollar THAT hard... :/