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Unable to access AWS root account – MFA device lost and phone verification call not received

-1

Hello AWS Community,

I am completely locked out of my AWS root account and need guidance.

Issue summary:

  • I lost access to my MFA (Multi-Factor Authentication) device.
  • The MFA mobile authentication link/device was accidentally deleted during troubleshooting.
  • Password reset emails are received successfully.
  • However, the automated phone verification call is NOT being received, even after multiple attempts.

I have verified the following:

  • Phone number is in correct international format (+91)
  • DND is disabled
  • Incoming international calls are enabled
  • Tried different browsers, incognito mode, and devices

Unfortunately:

  • I do not have access to any alternate MFA devices
  • I do not have any IAM admin users with billing access
  • The account is not part of an AWS Organization

Business impact (critical):

  • I have been unable to log in for the last 3 days
  • My client’s website is currently down
  • Ongoing projects are blocked, causing serious delivery issues

I have already raised a request with AWS Support for manual account recovery and identity verification. I am posting here to check if there are any additional steps, best practices, or ways to speed up the recovery process.

If anyone from AWS or the community has handled a similar MFA lockout issue, your guidance would be greatly appreciated.

Thank you.

Topics
Management & GovernanceSecurity, Identity, & Compliance
Tags
Account SupportAWS Management ConsoleSecurity, Identity, & Compliance
Language
English

asked 8 months ago229 views

4 Answers
1

Hello.

I think the only way to deal with this is to request AWS to disable MFA via the URL below.
https://support.aws.amazon.com/#/contacts/one-support?formId=mfa

If you can sign in with an IAM user, you may be able to change the root user's phone number, but if you cannot, your only option is to contact AWS via the URL above.
https://repost.aws/knowledge-center/reset-root-user-mfa
https://repost.aws/knowledge-center/reset-mfa-device

EXPERT

answered 8 months ago

EXPERT

reviewed a month ago

1

I'm sorry to hear you are still facing these MFA errors.

While you wait for a response from our Support team, you can also reach out to our MFA team for more resources using their Contact Form.

- Randi S.

AWS
EXPERT

answered 8 months ago

EXPERT

reviewed a month ago

0
Accepted Answer

Hello,

Apologies for any frustration caused!

I've passed along your sentiments to our team internally. Continue to monitor your case for updates, and share additional concerns to your case for Support visibility.

- Elle G.

AWS
EXPERT

answered 8 months ago

AWS
EXPERT

reviewed 8 months ago

  • Gokul
    8 months ago

    Hello AWS Support Team,

    Thank you for reviewing my case.

    I would like to confirm that I am still completely unable to access my AWS root account. The MFA device was lost and the phone verification call is not being delivered despite multiple attempts.

    As suggested, I have already tried all self-service recovery options, but none were successful. I kindly request you to proceed with manual identity verification and MFA reset to restore access.

    Please let me know any documents or verification details required from my side. I am ready to provide them immediately.

    Thank you for your continued assistance.

0

I have done all of the above and have not had a response from support since Jan 21st. Today is Feb 10th. My business is on hold and there is no human to help. How long is AWS supposed to take to respond. Clearly not 24 hours.

answered 7 months ago

EXPERT

reviewed a month ago

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