Amazon help
92 step-by-step Amazon guides, written in plain language. Pick the problem that matches yours.
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- How do I access Prime Video on a Roku TV when I already have Amazon Prime?Amazon Prime membership is active, but Prime Video will not open or stay signed in on a Roku or smart TV, even though Prime Video is included with the membership.Open
- How do I cancel an Amazon Music charge linked to Alexa?An Amazon account linked to Alexa is being charged about $5.99 a month for Amazon Music that is not being used, and the recurring charge needs to be canceled.Open
- How do I change the Wi‑Fi network on an Amazon Alexa device?An Alexa device will not complete a Wi‑Fi change, sometimes because an old Amazon Alexa account appears deactivated while a new account password also fails.Open
- How do I check a Kindle’s Amazon account email and fix books that won’t download?An older Kindle needs confirmation of the Amazon account email on the device, and new books appear on the home screen but will not download.Open
- How do I connect an Echo Dot to Wi‑Fi after changing the password?An Amazon Echo Dot will not stay on Wi‑Fi after a new network password; the device may show a red light and report it is not connected.Open
- How do I create a new Amazon account on a phone or tablet?Someone who is not comfortable with technology needs to set up a new Amazon account, often from an Echo Show, iPad, or similar sign-in screen.Open
- How do I download a Kindle book when the device says it is no longer supported?A Kindle (including older hardware or Kindle for PC) will not download a book and may report that the device is no longer supported.Open
- How do I enter an Amazon Prime activation code on a TV?A TV or streaming device is asking for an Amazon Prime or Prime Video activation code, and the code needs to be entered on Amazon's website to finish sign-in.Open
- How do I find my Wi-Fi password to set up a new Kindle?A new Kindle asks for a Wi-Fi password during setup, and an older Kindle already on the account cannot buy new books until internet access works again.Open
- How do I fix Alexa using the wrong card for Amazon Music Unlimited?Alexa cannot complete Amazon Music Unlimited signup because it references a payment card the account holder does not recognize or no longer has.Open
- How do I fix Amazon Music glitches in a Tesla?Amazon Music in a Tesla is behaving erratically after reinstalls and car reboots, voice song requests fail, and the left scroll control no longer turns off the radio as expected.Open
- How do I fix a Fire TV Stick remote that is not working?An Amazon Fire TV Stick remote is not responding, and the TV in use is a Samsung set. Live support may be needed if basic checks fail.Open
- How do I fix a Kindle Critical Device Error E3?An Amazon Kindle shows Critical Device Error E3 and the message remains after a restart.Open
- How do I fix a Kindle Paperwhite stuck on a white screen?A Kindle Paperwhite froze on a white page while reading after application error messages appeared.Open
- How do I fix a Kindle app or e-reader that won't download books?A Kindle app or e-reader can browse the store normally but shows a generic error message instead of downloading a purchased book.Open
- How do I fix a Kindle book stuck as Queued when apps already have it?A purchased Kindle book already appears in the iPhone and iPad Kindle apps, but the Kindle e-reader still shows the title as Queued and will not download for reading on the device.Open
- How do I fix a Kindle book that stays on Queued?A book on a Kindle stays on Queued when opened from the library and never downloads or opens, with no clear error message.Open
- How do I fix a Kindle library that is frozen and says books are no longer available?A Kindle library is frozen, titles say books no longer available, samples will not download, and a short power-off did not help.Open
- How do I fix a Kindle order error when buying or downloading books?A Kindle shows an order error saying the purchase could not be processed when trying to buy or download books.Open
- How do I fix a Kindle screen that stops responding to touch while reading?A Kindle still shows charge (for example around 78%) after hours of reading, but the screen no longer responds to turn pages or open books.Open
- How do I fix a Kindle setup or reading error?A user wants to export a purchased Kindle book to another digital format such as EPUB or PDF for use outside the Kindle app or device.Open
- How do I fix a Kindle setup or reading error?An older Kindle is losing support, and the owner wants to know whether purchased books can be moved to a new Kindle or reading app.Open
- How do I fix a Kindle that cannot connect to the Kindle Store?A Kindle cannot connect to the Kindle storefront and store pages fail to load.Open
- How do I fix a Kindle that is not responding or stuck on a white screen?A Kindle is not responding at all, sometimes after the screen went white, with little or no on-screen feedback.Open
- How do I fix a Kindle that says incorrect Wi‑Fi password?A Kindle will not join Wi‑Fi and reports an incorrect password even when the password seems right.Open
- How do I fix a Kindle that will not connect to Wi-Fi?A Kindle that previously connected to Wi-Fi can no longer join the network and may show a connection error.Open
- How do I fix an Amazon Echo that will not connect to Wi‑Fi?An Amazon Echo that previously worked lost internet and will not reconnect to Wi‑Fi.Open
- How do I fix an Amazon Prime Video subscription or channel billing issue?Someone needs Amazon customer-service style help for a Prime Video subscription or add-on channel billing problem, sometimes involving channels billed through Amazon.Open
- How do I fix an Amazon recharge after a return was already refunded?An Amazon item was returned and refunded, but the customer was charged again and may not have the UPS receipt handy.Open
- How do I get Alexa working again after moving to a new home?After moving, an Alexa Echo device will not connect or work on the new home Wi-Fi.Open
- How do I get Kindle books from an old Kindle onto a new Kindle?A new Kindle cannot access books from an older Kindle, or purchased books will not appear for reading on the expected device.Open
- How do I get an Echo device playing again after phone service returned?An Amazon Echo worked before, phone or internet service went out, and now the Echo will not play even though the phone line or network is back.Open
- How do I get missing books back on a Kindle Fire?Most books have disappeared from a Kindle Fire library and need to be restored or made visible again.Open
- How do I get past the Important Alexa Information screen on Echo Show 8?An Echo Show 8 setup is stuck on the Important Alexa Information screen and cannot proceed further into setup.Open
- How do I install the Amazon Alexa app on an iPhone?Someone wants to install the Amazon Alexa app on an iPhone to set up an Echo Dot, but the App Store download may fail depending on country or account region.Open
- How do I keep Spider-Noir playing in color on Prime Video instead of black and white?Spider-Noir on Amazon Prime Video keeps switching from color back to black and white, including when a True-Hue Full Color option is selected on a Hubbl streaming device.Open
- How do I listen to an Audible audiobook from the Kindle app?An Audible audiobook was purchased, but there is no clear way to listen to it from the Kindle app even though the matching eBook can be read there.Open
- How do I make a Prime Video subscription work on all devices?A subscription change made for a streaming service, such as switching from a mobile-only plan or starting a plan, is not showing up as active on every device signed into the same account.Open
- How do I manage Amazon Alexa devices in the Alexa app?Someone needs to open device settings in the Amazon Alexa app, often after asking Alexa a simple question such as the weather and wanting to check or manage the Echo device list.Open
- How do I move an Amazon Prime account when relocating to another country?An Amazon Prime account created in Australia needs to be used in New Zealand, but Amazon says the account already exists and will not accept a New Zealand phone number or address.Open
- How do I reconnect Amazon Alexa after changing Wi‑Fi?After a Wi‑Fi change, the Alexa app will not let the user in to update the Amazon Alexa device network settings, without a specific error code.Open
- How do I reconnect an Amazon Echo after switching internet providers?An Amazon Alexa Echo device stopped working after a change in internet providers and needs to be relinked to the new Wi-Fi network.Open
- How do I remove unwanted Audible audiobooks from a Kindle?A Kindle shows several Audible audiobooks the owner did not mean to keep, including titles marked ready to download or read, and new ones keep appearing.Open
- How do I report a wrong item delivered by Amazon?An Amazon order for a water container and cleaning brush arrived with unrelated items instead, such as snacks and socks.Open
- How do I reregister a Kindle Paperwhite when Amazon will not send an OTP?A 10th-generation Kindle Paperwhite cannot be reregistered because Amazon sign-in never sends a one-time password (OTP), including when trying from amazon.com.Open
- How do I reset a forgotten Amazon Prime Video PIN?The Amazon Prime Video parental control PIN was forgotten and needs to be reset.Open
- How do I reset a forgotten Amazon password on a computer?Someone forgot their Amazon password—often on a Windows computer used with an Amazon reader or shopping account—and needs to regain access.Open
- How do I reset an Amazon Echo to a new Wi‑Fi network?An Alexa/Echo device was set up under a former household member's account and needs to be reset so it can join a new Wi‑Fi network.Open
- How do I return Amazon walker wheels that are the wrong size?Replacement walker wheels ordered on Amazon turned out too small or otherwise incompatible, and a larger size is needed, so the incorrect wheels need to be returned.Open
- How do I return Vynzo glasses bought on Amazon when I cannot find the seller email?A buyer has a return problem with Vynzo glasses purchased on Amazon (such as wrong item received) and cannot find a Vynzo email address to start the return.Open
- How do I return a wrong-size phone screen protector on Amazon?A cell phone screen protector purchased on Amazon is the wrong size and needs to be returned or replaced.Open
- How do I return an electric kettle bought on Woot or Amazon?Someone wants to return an unused electric kettle purchased through Woot/Amazon because they received other kettles as gifts.Open
- How do I return one of two devices when a duplicate order arrived?Two identical devices arrived and only one needs to be returned through the seller’s RMA or return process.Open
- How do I return walker wheels that are the wrong size on Amazon?Replacement walker wheels were sold as compatible but are too small; a larger size was sent as a replacement and the incorrect wheels need to be returned.Open
- How do I see and stop unexpected Amazon Prime Video charges?Prime Video account shows multiple unexplained charges in a month and needs a cost breakdown.Open
- How do I see what unexpected Amazon charges were for?Several Amazon-related charges appeared in February and March, and it is unclear what was purchased or whether a subscription or channel caused them.Open
- How do I send a book from the Kindle app on Android to a Kindle Paperwhite?A Kindle book was purchased and downloaded in the Amazon Kindle app on Android, and it needs to appear on a newly set up Kindle Paperwhite.Open
- How do I set up Wi-Fi on an Amazon Echo Dot?An Echo Dot needs to be connected to Wi-Fi during setup or after a network change.Open
- How do I set up a new Kindle when Simple Setup is missing in the app?A first-time Kindle user cannot find Simple Setup in the Kindle app settings and needs another way to finish device setup, especially when moving from a Nook.Open
- How do I sign in to Amazon Prime Video on a Roku TV?Someone cannot get into Prime Video on a TV—often a Roku TV—because the sign-in screen or code flow does not complete.Open
- How do I sign in to a new Kindle when other Kindles on the same account work?A newly purchased Kindle will not accept the usual Amazon account sign-in, even though the same account works on other Kindles already in use.Open
- How do I sign in to iQIYI on Fire TV when the QR code is missing?The iQIYI app on a Fire TV 4K does not show a QR code for sign-in, so another login method is needed.Open
- How do I stop recurring Keurig cleaning kit shipments on Amazon?A one-time Keurig descaling or cleaning kit order turned into monthly shipments and charges that need to be canceled.Open
- How do I stop virus pop-ups and free space on a Kindle Fire?A Kindle Fire shows pop-ups warning about a virus and messages that storage or memory is full.Open
- How do I switch from Audible listening back to reading a Kindle book?Want to stop using Audible for a title and read the Kindle ebook instead, including checking orders, refunds, or cancelling Audible if needed.Open
- How do I unfreeze a Kindle that will not respond?An Amazon Kindle appears frozen or unresponsive, with no clear error message and no response to normal taps or button presses.Open
- How do I update the payment method on a Kindle or Amazon account?Someone needs to update the payment method used for Kindle or Amazon purchases and cannot find where to change it.Open
- How do I use a Kindle abroad after not using it for years?An e-reader that has been unused for years is being set up in a different country and the store reports errors or shows the wrong content.Open
- How do I verify an Amazon order placed through a TikTok ad if no confirmation email arrived?An electric scooter was ordered through a TikTok ad that claimed Amazon would send it, but no confirmation email arrived and the buyer needs to know whether the purchase was real.Open
- How do you add an Alexa Show after changing email and phone number?Amazon account mobile number and email changed, and the user is trying to add another Alexa Echo Show device.Open
- What can I do if a tablet won't finish account setup?Setting up a tablet or e-reader under a new account keeps failing, often when adding a bank account or payment method, or when the device still shows another account's settings.Open
- What does a 'critical device error' mean on an e-reader?An e-reader shows a critical device error code while trying to open or read a book, and the device may or may not respond to other functions.Open
- What should I do if a Kindle is stuck on a download screen?A Kindle is stuck on one page with a downward arrow and progress dots, usually during a download.Open
- What should I do if an Amazon item marked new arrives in the wrong condition?An Amazon purchase was listed as new, but the item’s actual condition does not match that listing and a return or replacement may be needed.Open
- What should I do if an Amazon order was refunded but never delivered?An Amazon order for a 6-in-1 selfie tripood was charged, then refund activity appeared, but the item was never received.Open
- Why are Amazon Alexa devices suddenly offline?Amazon Alexa or Echo devices suddenly show offline and will not reconnect after normal use.Open
- Why are Prime Video subtitles missing after subscribing?A show that had subtitles during an Amazon Prime Video trial no longer shows subtitles after the paid subscription started, and the subtitle controls are not working as expected.Open
- Why can't I get Bell Fibe TV on an Amazon Fire TV Stick?Someone wants to watch Bell Fibe TV on a new Amazon Fire TV Stick, but the service is not available or cannot be set up on that device.Open
- Why does Amazon Prime Video keep spinning and never open on my TV?Prime Video opens only to a spinning circle on the TV and returns to the app icon when backing out, even though it worked recently.Open
- Why does Kindle say I need a membership after I already paid for Kindle Unlimited?Kindle Unlimited payments posted, but downloading a book on a Paperwhite or Kindle still says a membership is required.Open
- Why does a Fire Stick still say subscription expired after I renewed?A Fire Stick add-on or Firestix-style subscription was renewed after it expired, but the service still shows expired and may display an error such as EC11.Open
- Why does a Fire TV Wi‑Fi sign-in page appear every morning on my Samsung TV?A Wi‑Fi or sign-in page appears on the TV each morning when powered on with a Fire TV remote, even though it does not show every time you change channels.Open
- Why does a Kindle say currently unavailable after connecting to new Wi-Fi?After a house move, a Kindle shows it is connected to the new Wi-Fi but content or store features say currently unavailable.Open
- Why does a Kindle show an empty library after restarting?A Kindle Paperwhite shows no downloaded books and may say the library is empty after a restart, even when books still appear in the Amazon account online.Open
- Why is my MaxTV subscription payment pending and I cannot watch videos on Fire Stick?A MaxTV monthly subscription payment shows as pending or confirmed by email, but videos still will not play on a Fire Stick.Open
- Why won't Kindle Unlimited books open on a Samsung phone?On a Samsung S25+, Kindle Unlimited books show 'unable to open' errors while purchased Kindle books still open normally.Open
- Why won't an Amazon Echo call a contact?An Amazon Echo device will not place a call to a contact when asked, such as Alexa call John Smith.Open
- Why won't an Amazon Fire Stick accept my PIN?A new or existing Amazon Fire Stick rejects the PIN for purchases or parental controls even when the code seems correct.Open
- Why won’t a TV connect so I can sign in to a Prime Video account?A TV appears offline or stuck searching for networks, so Amazon Prime Video sign-in cannot finish.Open
- Why won’t apps load on a new Fire TV or Amazon smart TV?On a new TV running Fire OS, installed apps including Amazon Prime Video will not load the first time they are used, with no clear error message.Open
- Why won’t my new Kindle accept the Amazon verification code?During new Kindle setup, Amazon sends a verification code after amazon.com/code, but the code does not work.Open
- Why won’t the Alexa app accept my credit card for payments?Credit cards are rejected or cannot be added when trying to use payments in the Amazon Alexa app on a phone.Open