The support requests I opened are being closed without receiving a response.

Question

Hello, I requested production access for Amazon S.E.S, they gave a limit of 500 but they did not take me out of the sandbox. I explained the situation to them, received automated responses, and they finally said they would not respond. I opened a separate request in case we could resolve the issue, but again, my case was closed without any response. I sent feedback to Amazon about this, and I wanted to write it here as well. I am complaining about the trust and safety team, my case number is ************. If I cannot get out of the sandbox, what is the meaning of the limit you provided and this service? I can only send to myself. Please let the authorities investigate.

AWS Support - Elle · Answer

Hello,

Sorry to hear of the frustration!

I've reached out internally to get visibility into your case. Please continue to work with support as they've the tools to resolve your case.

Additionally, keep an eye out on your case for further guidance.

\- Elle G.

Rick Bailey · Answer

We are tired of seeing answers from artificial intelligence; isn't there a real engineer here?

re:Post Agent · Answer

I understand your frustration with the SES production access request process. This situation is not uncommon, as processing times for SES Production Access requests can vary significantly, and sometimes communication can be unclear.

When AWS increases your sending limit but doesn't remove sandbox restrictions, it creates a confusing situation. In the sandbox mode, you can only send to verified email addresses or domains, regardless of your sending limit. This means that even with a higher limit of 500, you're still restricted to sending only to verified recipients.

The AWS Trust & Safety team handles SES production access requests exclusively through the support case system. Unfortunately, some users experience cases being closed without clear resolution or explanation. This can happen for various reasons, including:

1. The team may have determined your use case doesn't meet their requirements
2. They might need additional information but failed to communicate this clearly
3. There could be technical issues with the case management system

Here are some steps you can take:

- Submit a new production access request with very detailed information about your use case, email sending practices, and how you handle bounces and complaints
- Ensure you've implemented proper email authentication (SPF, DKIM, DMARC)
- Verify that you have clear policies for handling bounces and spam
- If possible, build a positive sending history within the sandbox before requesting production access again

If you continue to face issues, you might consider temporarily upgrading to a paid support plan, which could potentially provide more direct communication channels for resolving this issue.  
**Sources**  
[No Response to Support Ticket | AWS re:Post](https://repost.aws/questions/QUaMCbMPwFRri8yXtNDid5IQ/no-response-to-support-ticket)  
[Why am I charged for Support? | AWS re:Post](https://repost.aws/questions/QUtRvFDAQaQgmxhR6Tq2Aaag/why-am-i-charged-for-support)  
[Unable to submit AWS SES "out of sandbox request" due to edge case. | AWS re:Post](https://repost.aws/questions/QUFIjlxwTETaaB-I_5kvmkxA/unable-to-submit-aws-ses-out-of-sandbox-request-due-to-edge-case)  
[Not able to request Production Access to SES | AWS re:Post](https://repost.aws/questions/QUXJsW3F2EReyGoYBUARNrSw/not-able-to-request-production-access-to-ses)

The support requests I opened are being closed without receiving a response.

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