Account closed during identity verification — support case Unassigned for 5 days, requesting escalation

I understand this is a frustrating situation, and I appreciate you providing the details. When an account is placed on hold for identity verification and subsequently closed, the verification and reinstatement process must be handled through the AWS Support Center.

Since you've already opened a support case and attached your verification documents, that is the correct path forward. The Account Verification team will review your case and the documents you've provided. While I cannot expedite or escalate your specific case, I can offer some guidance:

First, ensure that all required verification documents are clearly attached to your existing case through the AWS Support Center at https://console.aws.amazon.com/support/. You can add additional correspondence or documentation to your case at any time through this portal.

Regarding support plan limitations: Basic Support does provide access to account and billing support, which includes account-related issues like verification and reinstatement. While response times vary by support plan, account security and verification cases are typically handled by specialized teams regardless of support plan level.

If you need faster response times for future cases, you may want to review the different AWS Support plan options available, which offer varying levels of response time guarantees and support channels.

For now, continue monitoring your case through the Support Center. The team will respond once they've reviewed your submission and documentation. Given the 30-day timeline mentioned in your closure notice, your case should be processed within that window.

Hi there,

Apologies for the delay in case assistance. I've looked into this and can confirm it's with the correct team. Our Support team will share correspondence once their review is complete via our Support Center: http://go.aws/support-center.

— Roman Z.

Thank you, but this does not address the situation.

The advice assumes I can reach the Support Center. I have attached the documents to case *************** and it has been Unassigned since 2026-09-10 — no agent has been assigned at any point. Adding further correspondence to an unassigned case does not cause it to be picked up.

Regarding support plans: I cannot change the support plan on a closed account, so upgrading is not an available option here.

I also want to correct one point: there is no basis for saying the case "should be processed within that window." Nothing has happened in five days, and the 30-day deadline is mine to meet, not AWS's.

My request is unchanged and specific: could an AWS moderator forward case *************** to the Account Verification team so that it gets assigned? I am not asking for the account to be actioned here.

Edit: Removed case ID — Sage A.