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?

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 the incorrect credentials (email address, user name, or password), or you forgot the credentials 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 is 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 EC2 instance running on the account, see How do I troubleshoot problems connecting to an instance in a 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 use the email address and password associated with the account. To sign in to an AWS account as an IAM user, you use a user name and password your account administrator provided.

Note: If you sign in using the page at https://signin.aws.amazon.com/console, you're signing in as the root account user. If you sign in using a custom URL with the format https://*.signin.aws.amazon.com/console/, you're signing in as an IAM user.

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

If you forgot the email address associated with an AWS account, or if the email address you're using to sign in to or reset the password on an AWS account isn't working, use the troubleshooting tips at I've forgotten the sign-in credentials for an account—what do I do?

Resolving issues with your account

If you received a notification that an account is suspended, or you closed an AWS account but want to access it again, you can still sign in to an AWS account using the same credentials. Although closed or suspended AWS accounts might not have access to all AWS services or features, you can sign in to the account to view a bill, update account information, or contact AWS support.

To reactivate a suspended account, follow the instructions at My account was suspended—how can I reactivate it?

To reopen a closed AWS account, follow the instructions at How do 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, follow the instructions at How do I remove a lost or broken multi-factor authentication device (MFA) from my account?

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Published: 2017-08-26

Updated: 2018-03-07