Troubleshooting AWS Builder ID issues - AWS Sign-In

Troubleshooting AWS Builder ID issues

Use the information here to help you troubleshoot issues you might have with your AWS Builder ID.

My email is already in use

If the email that you entered is already in use and you recognize it as your own, then you may already have signed up for an AWS Builder ID. Try signing in using that email address. If you don't remember your password, see I forgot my password.

I can't complete email verification

If you signed up for AWS Builder ID but have not received your verification email, complete the following troubleshoot tasks.

  1. Check your spam, junk, and deleted items folder.


    This verification email comes from either the address or We recommend that you configure your mail system so that it accepts emails from these sender email addresses and does not handle them as junk or spam.

  2. Choose Resend code, refresh your inbox, and check your spam, junk, and deleted items folders again.

  3. If you still don't see your verification email, double-check your AWS Builder ID email address for typos. If you entered the wrong email address, sign up again with an email address that you own.

I receive an error that states 'It’s not you, it’s us' when I try to sign in with my AWS Builder ID

Verify the date and time settings on the device you’re using to sign in. We recommend that you allow the date and time to be set automatically. If that’s not available, we recommend syncing your date and time to a known Network Time Protocol (NTP) server.

I forgot my password

To reset your forgotten password
  1. On the Sign in with AWS Builder ID page, enter the email you used to create your AWS Builder ID in Email address. Choose Next.

  2. Choose Forgot password?. We send a link to the email address associated with your AWS Builder ID where you can reset your password.

  3. Follow the instructions in the email.

I can't set a new password

For your security, you must follow these requirements whenever you set or change your password:

  • Passwords are case-sensitive.

  • Passwords must be between 8 and 64 characters in length.

  • Passwords must contain at least one character from each of the following four categories:

    • Lowercase letters (a-z)

    • Uppercase letters (A-Z)

    • Numbers (0-9)

    • Non-alphanumeric characters (~!@#$%^management portal*_-+=`|\(){}[]:;"'<>,.?/)

  • The last three passwords can't be reused.

  • Passwords that are publicly known through a data set leaked from a third party can't be used.

My password isn’t working

If you remember your password, but it isn't working when you sign in with AWS Builder ID, make sure that:

  • Caps lock is off.

  • You're not using an older password.

  • You're using your AWS Builder ID password and not one for an AWS account.

If you verify that your password is up-to-date and entered correctly, but it still doesn't work, follow the instructions in I forgot my password to reset your password.

My password isn't working and I can no longer access emails sent to my AWS Builder ID email address

If you can still sign in to your AWS Builder ID, use the Profile page to update your AWS Builder ID email to your new email address. After you complete email verification, you are able to sign in to AWS and receive communications at your new email address.

If you used a work or college email address, and have left the company or school and can’t receive any emails sent to that address, reach out to the administrator of that email system. They might be able to forward your email to a new address, grant you temporary access, or share content from your mailbox.

I can't enable MFA

To enable MFA, add one or more MFA devices to your profile by following the steps in Manage AWS Builder ID multi-factor authentication (MFA).

I can't add an authenticator app as a MFA device

If you find that you can't add another MFA device, you may have reached the limit of MFA devices that you can register in that application. Try removing an unused MFA device or using a different authenticator app.

I can't remove an MFA device

If you intend to disable MFA, then proceed with removing your MFA device by following the steps in Delete your MFA device. However, if you want to keep MFA enabled, you should add another MFA device before attempting to delete an existing MFA device. For more information about adding another MFA device, see Manage AWS Builder ID multi-factor authentication (MFA).

I get the message 'An unexpected error has occurred' when I try to register or sign in with an authenticator app

A time-based one-time password (TOTP) system, such as the one used by AWS Builder ID in combination with a code-based authenticator app, relies on time synchronization between the client and the server. Ensure that the device where your authenticator app is installed is correctly synchronized to a reliable time source, or manually set the time on your device to match a reliable source, such as NIST or other local/regional equivalents.

Sign out doesn't sign me out completely

The system is designed to sign out immediately, but full sign out may take up to an hour.

I'm still looking to solve my problem

You can fill out the Support Feedback form. In the Request information section, under How can we help you, include that you’re using AWS Builder ID. Provide as much detail as possible so that we can most efficiently address your issue.