AWS Root Account Lockout Due to Dashlane MFA Fail & DNS Outage

Select Language:

If you’re locked out of your AWS root account because your FIDO2 passkey isn’t working, you’re not alone. Here’s a simple guide to help you understand the problem and work toward a solution, especially if you face a similar situation.

Imagine this: You rely on a passkey stored in a password manager to access your AWS account. Suddenly, the passkey stops working, and you have no backup MFA devices or IAM users set up. This can leave your entire online business offline, especially if your domain and DNS are managed through AWS services like Route 53, making recovery incredibly tough.

In such cases, several issues can become a tangled web. For example, you might be unable to sign in because the passkey authentication fails. Without signing in, you can’t access your DNS or contact AWS support. But AWS support usually replies via your registered email, which, in this scenario, is DNS-dependent and not reachable.

What do you do in this situation? Here are some steps that can help:

Document Everything: Keep detailed records of all attempts to access your account, including support cases and responses. This can be useful if you need further escalation.
Reach Out to Support Using Alternative Channels: If email isn’t working, try alternative methods. For example, reach out via official AWS forums or social media channels like Twitter where AWS has support accounts.
Share Account Details Securely: If you’re comfortable and authorized, consider providing your account information privately to AWS support or a trusted AWS account ambassador. Be cautious to avoid sharing sensitive info publicly.
Check for Service Outages: Sometimes, a known service outage (like the Dashlane outage mentioned in similar cases) might cause issues with your authentication method. Confirm whether this applies and wait for the service to be restored.
Prepare for Recovery Steps: Once you gain support’s attention, explain your situation clearly. Provide evidence of ownership, such as domain registration details, to expedite recovery.
Prevent Future lockouts: Once access is restored, set up multiple MFA methods and create IAM users with admin privileges, so you’re not solely dependent on root account access.

If you’re facing a similar dilemma where both the primary and alternative authentication options fail, patience and persistence are vital. Escalating your request through multiple channels—support tickets, phone calls, or even social media—may be necessary.

Remember, small businesses relying solely on the root account are vulnerable if they don’t have recovery plans in place. Regularly review your MFA options, maintain backup recovery methods, and consider creating additional IAM users with necessary privileges. This can save you from prolonged downtime and revenue loss in future crises.