If you run into an issue while creating your AWS Partner Network (APN) account, you may need assistance from AWS Support to complete the process.
Because your APN account is still being created, you may not yet have access to AWS Partner Central or its support options. In this situation, you can raise a support case directly through the AWS Support Center using the AWS account you plan to connect to your APN account.
📒 Please note: We recommend using the AWS account associated with your AWS Marketplace and co-sell motion when following the steps below.
➡️ Step 1: Sign in to the AWS Console
Sign in to the AWS Management Console using the AWS account you plan to link to your AWS Partner Network (APN) account.
➡️ Step 2: Open AWS Support
From the search bar at the top of the AWS Console, search for Support.
Under Services, select:
Support — Contact AWS for technical and account support.
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➡️ Step 3: Describe Your APN Onboarding Issue
From the AWS Support Center, locate Support interactions.
In the description field, explain the issue preventing you from completing your APN account setup. AWS's support assistant will use this information to help route your request and create a support case.
For example:
I am blocked in the identity verification step of the AWS Partner Network (APN) setup. What can I do?
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📒 Please note: Be as specific as possible about the step where you are blocked and include any relevant error messages you have received. You can also attach screenshots to the support request if they help illustrate the issue.
➡️ Step 4: Complete the Support Case Form
AWS will generate a support case form based on your request. Review the generated Subject and Description and add any additional information that may help AWS investigate the issue.
Under Case type, select the option that best matches the issue you are experiencing:
- Account and billing — for account setup, registration, verification, or other account-related issues.
- Service limit increase — for requests related to AWS service quotas or limits.
- Technical — for technical issues with an AWS service.
For most APN account creation or identity verification issues, select Account and billing.
AWS may display additional Service, Category, or other fields depending on the case type selected. Complete the required fields using the options that most closely describe your APN onboarding issue.
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➡️ Step 5: Select Your Communication Preference
Under Communication preference, select your preferred method for receiving assistance from AWS.
Depending on your account and support options, you may see:
- Web — AWS will respond by email and through the Support Center.
- Phone — AWS will call you at the number provided.
- Chat — Chat online with an AWS Support representative.
Choose whichever option works best for your team.
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➡️ Step 6: Add Labra as an Additional Contact
Under Additional contacts, add:
This allows the Labra onboarding team to receive updates on the case and help your team follow up with AWS as needed.
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📒 Please note: Adding Labra as an additional contact is optional, but we recommend it for APN onboarding blockers so our team can help track the case and assist with next steps.
➡️ Step 7: Submit Your Support Case
Review the information in your support request and click Submit.
Once submitted, AWS will create a support case and send updates using the communication preference you selected.
Keep the AWS Support case ID for reference and share it with your Labra onboarding contact so we can help follow up if needed.
🎉 Success! Once your APN account issue has been resolved, you can continue with your AWS Partner Central and Labra for Co-sell onboarding.