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MFA passkey not supported device and lost root account

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"Hi, I am locked out of my AWS root account and need urgent assistance with manual MFA removal.

The issue: I set up a passkey as my only MFA method on my root account. My device does not support Windows Hello (facial recognition, fingerprint, and PIN are all unavailable on my device). As a result the passkey never worked and I am now completely locked out of my root account.

I have no backup MFA device. The standard self-service recovery flow does not apply to my situation as this is a passkey incompatibility issue, not a lost physical MFA device.

I am requesting manual identity verification and MFA removal so I can regain access to my account.

I can verify my identity with:

Account email address Credit card number on the account Phone number on the account Help me please Thank you

Tags
Multi-factor Authentication
Language
English

asked 4 months ago122 views

1 Answer
3

Since you are completely locked out of your root account, the AWS re:Post community cannot look into your account details. You need to contact the dedicated AWS Account & Risk Team directly through the public channels.

Here is what you need to do right now:

  1. Do NOT post or share your full credit card number in any public forum or standard support ticket text. AWS systems may automatically flag or block the request for security compliance (PCI/PII data).

  2. Go to the public AWS Contact Us Form (no login required) -> https://support.aws.amazon.com/#/contacts/one-support?formId=contactU

  3. Select "Sign In or Account Issues" and then choose "MFA Issue".

  4. Complete the form and provide your phone number in the international format (e.g., +1... or +49...).

What happens next:

The AWS Risk Team will usually initiate an automated or manual callback to the phone number registered on the account. They will securely verify your identity (including billing/card details) over the phone and can manually reset or disable the faulty Passkey MFA for you.

EXPERT

answered 4 months ago

EXPERT

reviewed 4 months ago

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