Support & Troubleshooting
How to reach the Aezona team and resolve common CostLens issues.
Need help? Here's how to reach the Aezona team and how to resolve common issues.
Support channels
| Channel | Details |
|---|---|
| Website | www.aezona.com |
| support@aezona.com — typically responds within one business day | |
| Support Portal | www.aezona.com/support-portal — log in to raise a ticket or track open issues |
| Aevi AI | Ask Aevi from the sidebar — often the fastest answer for product questions |
Common issues
Sync fails with "AccessDenied"
Check that your IAM Role or IAM User has the required Cost Explorer and resource read permissions. See the AWS Accounts section for the full permissions list.
No recommendations appearing after sync
New accounts may take up to 24 hours for the first analysis. Ensure Cost Explorer is enabled in the AWS account. Try triggering a manual sync from the Accounts page.
Fix failed in AWS
Go to Fix History and check the error message on the failed entry. Common causes: insufficient write permissions on the IAM Role/User, or the resource no longer exists.
Team member can't see any accounts or recommendations
Confirm they are part of your organization. If they registered independently with a different email domain they may be in a separate org. Remove and re-invite them.
Billing chart shows no data
Enable AWS Cost Explorer in the affected account (Billing console → Cost Explorer → Enable). Data appears within 24 hours. Then run a manual sync.
Aevi returns an error
Refresh the page and try again. If the problem persists, contact support@aezona.com with the error message.