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Hello,
I'm sorry about your support experience.
I reviewed your support case and shared your feedback with our Support team.
Continue to monitor your case for updates.
— Ben G.
When you have an Amazon Registrar domain registered to an AWS account that is no longer accessible, the AWS Support Center is the correct channel for assistance. Since you've already opened a support case and provided documentation, you're on the right path.
For domain registration issues, particularly those involving account access problems, the support team will need to verify your identity and ownership before they can assist. This verification process can take time, especially when the account itself is inaccessible.
To help move your existing case forward, you can add correspondence directly through the AWS Support Center at https://console.aws.amazon.com/support/. In your follow-up, clearly restate that this is a domain registration issue with Amazon Registrar where the associated AWS account is inaccessible, and confirm that you've provided all requested documentation.
If you haven't already, ensure you've included proof of domain ownership and identity verification documents as requested. The support team handling domain registration cases will need to complete their verification process before they can discuss specific account or domain details.
You might also consider reviewing your AWS Support plan options, as different support tiers offer different response times and levels of assistance for complex issues like domain registration recovery.
The key is to continue working through the AWS Support Center, as they are the only team authorized to handle account access and domain registration matters. They will route your case to the appropriate specialists once they've completed the necessary verification steps.
Thank you for the response.
However, the suggested path of logging into the AWS Support Center is not possible in my situation. The historical AWS account associated with my AWS services currently returns:
“An AWS account with that sign-in information does not exist.”
Therefore, I cannot access the Support Center to view or update the existing case through the AWS Console.
My primary request is assistance with recovering or transferring yourshoppy.com.
The domain was originally registered with BigRock and was later transferred to Amazon Registrar/AWS. The domain was also hosted on AWS Lightsail during the same period.
I have already provided the requested ownership and verification documentation privately through AWS Support. I also have an existing support case (*********) and have followed up several times, but I have not received a substantive response since August 27.
Could an AWS Community Manager or AWS Support specialist please advise whether this existing case can be routed to the appropriate Route 53 / Amazon Registrar domain-registration team for review?
I am not requesting any confidential account information through this public forum. I am only seeking the correct procedure for getting my existing case reviewed by the appropriate team.
Thank you.
*Edit: Removed case ID — Ben G.
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Hello Ben,
Thank you again for reviewing my case and sharing my feedback with AWS Support. I am updating you because, despite your intervention, the issue remains unresolved.
On Sept 10, AWS again directed me to sign in and create a Support case. I replied on Sept 11 explaining that this is not possible because the historical account is not recognized by AWS sign-in, which reports: “An AWS account with that sign-in information does not exist.”
Brief chronology:
Aug 25: Case was opened through AWS’s account-support form because the historical account could not be accessed. I clarified that this was not an MFA issue and requested account/domain recovery assistance.
Aug 26: I requested account ownership verification & if account recovery was not possible, the applicable recovery/transfer process for yourshoppy.com through Amazon Registrar.
In follow-ups on Aug 27, Aug 31, Sept 2 & Sept 5, I clarified that my primary objective is now the domain & repeatedly requested the appropriate Route 53/Amazon Registrar process.
I respect AWS account-security requirements and am not asking for confidential information without verification. I'm prepared to complete any ownership verification required. I'm simply requesting the appropriate process to verify the registrant and assist with recovery or transfer of yourshoppy.com, since the historical AWS account is inaccessible.
Could you please help ensure this case reaches the appropriate Route 53/Amazon Registrar domain-registration?