Troubleshooting - Amazon Web Services Support
Services or capabilities described in Amazon Web Services documentation might vary by Region. To see the differences applicable to the China Regions, see Getting Started with Amazon Web Services in China (PDF).


If you have difficulty when you create or manage your support case, see the following troubleshooting information.

I want to reopen a live chat for my case

You can reply to your existing support case to open another chat window. For more information, see Updating an existing support case.

I can't connect to a live chat

If you chose the Chat option but you can't connect to the chat window, first perform the following checks:

  • Ensure that you've configured your browser to allow pop-up windows in Support Center.


    Review the settings for your browser. For more information, see the Chrome Help and Firefox Support websites.

  • Ensure that you've configured your network so that you can use Amazon Web Services Support:

    • Your firewall supports web socket connections.

If you still can’t connect to the chat window, contact Amazon Web Services Support using email or phone contact options.