MFA passkey not supported device and lost root account

Question

"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

Florian Turnwald · Answer

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.

MFA passkey not supported device and lost root account

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