What do I do if I'm having trouble signing in to or accessing my AWS account?

Last updated: 2021-11-12

I can't sign in to my AWS account, or access the resources or information that I need. What's causing this, and how can I fix it?

Short description

Issues accessing AWS accounts or their resources usually fall under one of these categories:

  • A browser issue prevents you from signing in.
  • You can't sign in to an AWS account because you're using incorrect credentials (email address, user name, or password), or you forgot the credentials that you use to sign in to an AWS account.
  • You received a notification that there is an issue with your AWS account (for example, that it's closed or suspended).
  • You enabled a multi-factor authentication device (MFA) for your account, but the device is lost, broken, or doesn't work.

Note: If you can sign in to your AWS account, but are having trouble connecting to an Amazon Elastic Compute Cloud (Amazon EC2) instance running on the account, then see How do I troubleshoot instance connection timeout errors in Amazon VPC?


Resolving issues with your browser

If your browser prevents you from logging in, clear your browser's cache and cookies, or use a different browser.

Resolving issues signing in with AWS credentials

To sign in to the AWS account as the root user, you must use the email address and password associated with the account. To sign in to an AWS account as an AWS Identity and Access Management (IAM) user, you must use the user name and password that your account administrator provided.

If you can sign in but you can't access a part of the console, then your account administrator might have restricted your permissions to access certain AWS features. Contact your account administrator. Usually, the administrator is the person who gave you the credentials that you use to sign in, or the owner of your organization's payer account.

To reset the password for the root user or an IAM user, follow the instructions at How do I recover a lost or forgotten AWS password?

Use the troubleshooting tips at What do I do if I forgot the sign-in credentials for my AWS account? in any of the following situations:

  • You forgot the email address associated with your AWS account.
  • The email address that you're using to sign in isn't working.

Resolving issues with your account

To reactivate a suspended account, follow the instructions at How can I reactivate my suspended AWS account?

To reopen a closed AWS account, follow the instructions at Can I reopen my closed AWS account?

Removing lost or broken MFA devices from an AWS account

If the MFA device associated with your account or IAM user is lost or broken, then follow the instructions at How do I remove a lost or broken MFA device from my AWS account?

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