AWS $25k Credit block: Support closing tickets for "Internal Policies" over a domain mismatch error that doesn't exist

Accelerated Computing NGC GPU Cloud Amazon Web Services (AWS)
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We are currently trying to claim our $25k AWS Activate tier through our NVIDIA Inception membership, but we are stuck in a bizarre rejection loop and I’m wondering if anyone else here has navigated this successfully.

The Issue: Our application keeps getting automatically rejected with the standard error: “Applications require that the email used on your AWS account matches the domain used in your application. Free email providers are not accepted.”

The Catch: This is a complete false positive. Our AWS root email and our application domain match perfectly, and we are not using a freemail provider.

The Escalation Dead-End: Because it’s a false positive, I reached out via the AWS Activate “Contact Us” form to request a manual review, explaining that the email and domain match exactly and outlining our SaaS architecture. Instead of fixing the glitch, support replied with a boilerplate final rejection:

“After further review, we are unable to approve your AWS Activate Credit application… Due to Amazon’s internal policies, we are unable to provide specific details regarding the rejection criteria.” Since they refuse to elaborate, the ticket is just closed.

My Questions for the Community:

  1. Has anyone else experienced this specific false positive (system flagging an email mismatch when they match perfectly) and got the way to fix it?

  2. If you got hit with the “Internal Policies” boilerplate from support after trying to fix a glitch, were you able to bypass it or what measure you took to get approval?

  3. How many attempts and what fixes I need to do in order to get the credits ?

Any insights or workarounds would be hugely appreciated! We want to get our AI workloads moved over but are completely blocked by this automated system.

Thanks in advance.

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Hi @manisha4

I checked with the Inception team on this, and it is definitely an Amazon issue. You will need to contact the Amazon support team to resolve this.

Best,

Tom

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Hi Tom

Thanks for your response , yes its an issue form AWS’s side but when asked they reply with a generic message saying “Due to internal polices they can’t tell us the reason “.

I wanted to know did anyone else faced the same issue and found out the reason or a way to fix this.

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Hello Manisha, in our organization we’re facing exactly the same problem.

Trying to request the 25k credit bracket, everything filled out carefully yet we got rejected due to the email inconsistency, which we know is not correct.

Did you get any solution to the problem? Contacting the AWS Contact us form was of no use, as we got the same generic decline message you got.

Thanks.