Insurance and Load Access
If your insurance coverage lapses, you cannot book or haul Relay loads until it is reinstated.
You should renew your policy two to three weeks before expiry so your new certificate can reach RMIS and update Amazon's records. Also update your account in the Insurance tab at least 5 days before your policy expires.
Check the Relay portal:
- Go to the Insurance tab in your account.
- Verify all your policies show current coverage dates.
- If any policy is expired or expired recently, that is likely why you cannot book.
If your policy expired, renew it immediately. Once your new certificate is issued, upload it to the Insurance tab and contact the Support Center.
Compliance Monitoring
Amazon uses internal teams and a third-party compliance monitoring service to continually validate and monitor carrier compliance. If your account has a compliance issue, you may not be able to book or haul.
Common compliance requirements:
- A valid USDOT number and MC authority number.
- Active insurance meeting minimum coverage amounts.
Gather Your Documents
Before you contact support, gather the documents you may need:
- A current certificate of insurance (original or copy).
- Your authority status from the USDOT number (verify it at safer.fmcsa.dot.gov if you have the authority).
- Any correspondence from Amazon about the issue.
- A screenshot of the Relay portal showing the message that blocks your access.
If Amazon sent you a notice or email, keep that document too.
Contact Support
Use the Support Center in your Relay portal when you are logged in. Explain what message you see when you try to book loads and provide the documents you gathered.
What Amazon Does Not Publish
Amazon does not publish timelines for resolving access blocks, appeal processes, or next steps if your account remains blocked. Rejected applications may become eligible to reapply once a fixable issue (like expired insurance, missing authority, or missing documentation) is resolved, but Amazon does not publish how long this takes.
If your account is blocked, the Support Center is your source of truth for what comes next.
Different From Scorecard Performance
If your account is blocked from booking, that is different from a low performance scorecard. Your scorecard is in the Relay portal and shows your record on individual loads.
An account block is a stop on accessing Relay at all. A scorecard is your track record on loads you have already booked.