Short answer
Check your Insurance tab and authority first, then contact the Support Center from your Relay account. Amazon doesn't publish suspension rules, appeal steps or reinstatement timelines, but it says an insurance lapse blocks booking and hauling until coverage is reinstated.
Why can't I book loads on Amazon Relay?
The most common reason Amazon itself names is insurance. Amazon says that if your coverage lapses, your company can't book or haul Relay loads until it's reinstated.
Beyond that, Amazon's FAQ says it uses internal compliance teams and a third-party compliance monitoring service to validate and continually monitor carriers. It doesn't list which problems lead to which action. So start with the things you can check yourself:
- Insurance: every policy current in the Insurance tab of your Relay account.
- Authority: your DOT and MC numbers active on FMCSA's SAFER site.
- Messages: any notice or email from Amazon, and the exact wording you see when you try to book.
If the board just looks empty and you can still book, that's a different problem. See Relay load board not showing loads.
Is my Relay account suspended, or is it something else?
Not every lockout is a suspension. Several published Relay rules limit what you can book without shutting the account:
| What you see | Possible cause Amazon publishes | Where to check |
|---|---|---|
| Can't book or haul any loads | Insurance lapse | Insurance tab in your Relay account |
| Can't book new contracts | Grade below B | Scorecard in the Relay portal |
| Lost contracts you already booked | Grade dropped below C+ | Scorecard |
| Can't join freight auctions | Grade below C+ (reefer auctions need B) | Scorecard |
| New spot loads show up later for you | Early access goes to A+, A and B+ | Scorecard |
| Driver can't use the Relay app | Driver profile not invited or not verified yet | Your driver list and the driver's app |
| Application turned down | Fixable issue or a serious compliance issue | Your application status |
The grade rules come from Amazon's performance grades guide. Every grade keeps load board access, so a low grade alone doesn't take the board away. Our scorecard guide explains the four metrics.
For drivers, Amazon says profiles are created only by invitation from an approved carrier, and it reviews the CDL and a selfie, typically within 48 hours.
What does Amazon check to keep a carrier active?
Amazon publishes its carrier requirements and keeps monitoring compliance after approval. It doesn't say which slip triggers what, so check each requirement.
From the Relay FAQ:
- A DOT number with interstate authority, active at least 180 days, and a valid MC number.
- Entity type Carrier, authorized for Property and For-Hire.
- FMCSA safety rating of Satisfactory, None or Not Rated.
- BASIC scores under Amazon's limits: Unsafe Driving and HOS Compliance below 60%; Vehicle Maintenance, Controlled Substances/Alcohol and Driver Fitness below 75%.
- Driver out-of-service rate at or below 35% and vehicle violation rate at or below 50%.
- Verification of the business and every owner with more than 25%.
- Insurance at or above the minimums.
The full list is on our Amazon Relay requirements checklist.
How do I fix an insurance lapse on Relay?
Renew the policy, then get the new details into your Relay account. Amazon tells carriers to renew two to three weeks before expiry so RMIS can update records, and to add updated details in the Insurance tab at least 5 days before the policy expires.
If it already lapsed:
- Renew or replace the policy with your agent.
- Make sure your new certificate reaches RMIS.
- Update the Insurance tab with the new dates.
- Contact the Support Center and say what you updated.
Amazon's coverage minimums, policy by policy, are on our insurance requirements page.
Who do I contact when my Relay account is suspended?
Use the Support Center in your Relay account. Amazon's FAQ sends account-access problems there when you're logged in. For problems with a load in progress, the Relay Operations Center (ROC) offers 24/7 support through the Relay portal or Relay mobile.
Amazon doesn't publish a support phone number, or a separate route if you can't log in at all. Be careful with any number or "reinstatement service" you find elsewhere that isn't on relay.amazon.com.
Can I appeal an Amazon Relay suspension?
Amazon doesn't publish an appeal process. There are no published steps, deadlines, limits on how many times you can ask, or success rates. The Support Center is the only channel Amazon names for account problems.
Before you write in, have these ready so you can explain it once:
- The exact message or email from Amazon, with the date.
- A screenshot of what you see when you try to book.
- Your current certificate of insurance.
- Your DOT and MC numbers and their status on SAFER.
How long does an Amazon Relay suspension last?
Amazon doesn't say. It publishes no reinstatement timeline. For insurance, booking stays blocked until coverage is reinstated, so update the Insurance tab fast.
Can I reapply to Amazon Relay after being rejected or deactivated?
For a rejected application, often yes, once a fixable issue like insurance, authority status or missing documents is addressed. Serious compliance issues may disqualify you. See Amazon Relay application denied.
Amazon says nothing about reapplying after an active account is deactivated. Ask the Support Center for your case.
Can a low scorecard get my Relay account suspended?
Amazon doesn't list the scorecard as a suspension reason. It does tie your grade to what you can book. Your overall score equals your lowest of four metrics (on-time, acceptance, app usage and disruption-free) over the last six weeks. A drop can cost you contracts, auctions and early access to spot loads. You can dispute score impacts from your Relay account, and Amazon decides each one.
Can a driver's Relay access be suspended?
Amazon doesn't describe a driver suspension process. It does name what can cut a driver off:
- Failed selfies. "Multiple failed selfie checks can impact a driver's and carrier's access to Relay."
- Skipped selfies. Drivers can decline, but "this will prevent them from hauling Relay loads."
- Shared logins. "Drivers can't share their accounts."
- Fake GPS. Amazon says geospoofing can bring "immediate account termination, a permanent ban from Amazon Relay, referral to law enforcement." See our fraud guide.
Amazon publishes no reasons list, length or appeal for drivers. Raise it in the Support Center from the carrier's Relay account. Driver checks are in our background check guide.
Can a load board extension or dispatcher get my account suspended?
Nobody outside Amazon can honestly answer that. Amazon doesn't publish what triggers a suspension, so no one can promise any tool, dispatcher or setting will or won't affect your account. Your account is your responsibility: read the Relay terms you agreed to, and never hand your Amazon password to anyone.
NudoIQ runs inside your own signed-in Relay tab and never asks for your Amazon password. It makes no promise about account status. New to Relay? Start with what Amazon Relay is and how the load board works.