Troubleshoot Kindle Touch

Payment Issues

Possible Causes

There are a number of common reasons why credit and debit cards are declined:

1. Is the card number entered correctly?
2. Is the expiration date correct?
3. The billing address and phone number must exactly match your banks records
4. Have you exceeded your credit limit?
5. Is your purchase outside of your normal spending range? This may cause your bank to block the transaction due to security concerns.
6. Does your issuing bank have special policies regarding electronic or internet purchases? Some banks do, and this might be the issue.
7. Some credit and debit cards are case sensitive, is your name entered in capital letters or without punctuation such as full stops.

Troubleshooting Steps

To successfully complete your order, you may need to update or change the payment method specified in your 1-Click settings:

1. Visit the Manage Your Kindle page at http://www.amazon.co.uk/manageyourkindle
2. Click on Kindle Payment Settings under the "Your Kindle Account" heading on the left side of the page
3. Click Edit on the right side of the page
4. Enter your payment method information on the next page
5. Once you've enter your payment method details, click Continue

You will not need to enter payment information again when making a purchase on your Kindle. After updating your payment method, you can retry to complete your order.

To retry your Kindle order:

1. Visit http://www.amazon.co.uk/youraccount
2. Click "View Kindle Orders & Charges" under the Order History heading in the Orders section.
3. Locate your order under Orders Requiring Attention.
4. Click "View Details".
5. Select the option to Retry or Edit Credit Card.
6. Select the appropriate card and choose Continue.

Restart your Kindle

Most issues with your Kindle Touch (frozen screen or issues with downloading content) are solved by restarting, resetting, or deregistering Kindle Touch. Restarting your Kindle involves turning your device on and off, while re-setting your Kindle restores your device to factory defaults.

If your screen is frozen and/or you are having trouble downloading content:

• Press and hold the Power button for 20 seconds.

After 6 to 8 seconds, the screen will go blank. This is normal. Continue to press and hold the Power button.

• After 20 seconds, release the Power button.

The charge indicator light will turn on after a few moments. If you have successfully restarted, you’ll see the start-up screen.

To learn more, see Kindle Tip: Restart your Kindle and Download, Sync & Transfer Issues

Deregister Your Kindle

Your Kindle Touch is registered to the wrong account.

Important!

After you deregister your Kindle, the device will be deregistered from your Amazon account and many features will not work.

• Press the Home button, tap the  (Menu icon), then tap Settings.
• Tap Registration, then tap Deregister.
• To confirm, tap Deregister again.
• Register your Kindle to another Amazon.com account. To learn more, see Register Your Kindle Touch

Reset Your Kindle

You forgot your Kindle Touch password and need to regain access.

Important!

• Reset your device only if you want to remove all content downloaded to the device and register the device again.

• Be sure to transfer any content that is not saved to your Kindle Library in the cloud from your device to your computer via USB. To learn more, see Transfer your Kindle Content to your Computer Any content that is already saved to your Kindle Library in the Cloud will remain in the Cloud. You can download that content again if you re-register the device to your account.

To reset Kindle Touch:

1. Press the Home button to go to the Home screen.
2. Tap the  (Menu icon), then tap Settings.
3. Tap the Menu icon again, then tap Reset Device. Your Kindle Touch will power off.
4. After Kindle Touch powers on, select your language preference. 

To use Kindle Touch again, you'll need to connect wirelessly and register your Kindle Touch. To learn more, see Set up Kindle Touch.

Download, Sync & Transfer Issues

You are having issues downloading, delivering, transferring and syncing Kindle content between your Kindle devices and Kindle reading apps.

Didn't Receive Content

You delivered a title to your Kindle Touch but don’t see it on your Home screen.

• Is Your Kindle connected to a wireless network?

Check the wireless indicator in the status bar at the top of the Home screen. To learn more, see Check the Status of my Wi-Fi Connection

• Did you sync to receive your content manually?

Go to the Home screen, tap the Menu icon, then tap Sync and Check for Titles.

• Are your titles pending delivery?

Visit Manage Your Kindle on Amazon.co.uk, then under Your Kindle Library, click Pending Deliveries to view titles that are queued for delivery to your Kindle. 

• Is your 1-Click payment method valid?

Check 1-Click Payment Settings. 

• Are you filtering content on your Home screen?

To view all titles downloaded to your device, press the Home button, tap the Device tab, tap My Items (will appear as Books,Periodicals, Docs, or Active Content), then tap All Items.

• Still having trouble? Please see Restarting Your Kindle

Furthest Page Read Doesn't Sync

Your books are not saving the last page you read on another Kindle device or Kindle reading app.

The furthest page read may not be saved if Whispersync is not enabled or if your Kindle Touch is not connected to a wireless network.

• Is Whispersync enabled?
• Visit Manage Your Kindle and make sure that Whispersync is set to ON.
• Under Your Kindle Account, click Manage Your Devices.
• Under Device Synchronization (Whispersync Settings), make sure that Whispersync Device Synchronisation is turned ON.
• Is Your Kindle connected to a wireless network?

Check the wireless indicator in the status bar at the top of the screen. See Check the Status of my Wi-Fi Connection

Notes and Highlights won't Sync

The notes and highlights you created on one Kindle device are not showing up in your other Kindle devices or Kindle reading apps registered to your Amazon.com account. Notes and highlights will not be saved to your Kindle Library in the Cloud if Annotations Backup is not turned on.

Is Annotations Backup enabled?
Go to the Home screen, tap the Menu icon, tap Settings, tap Reading Options,then make sure that Annotations Backup is ON.

Kindle Content Issues

You accidently purchased Kindle content, your book won’t open, or has missing pages.

Accidently Purchased a Book

You accidently purchased content from the Kindle Store.

You may request a refund for titles purchased from the Kindle Store within seven days of purchase without having to contact customer service.

• Visit Manage Your Kindle and locate the title you want to return.
• Next to the title, click Actions and click Return for refund. To learn more, see Kindle Return Policies

Tip: Prevent accidental purchases by setting parental controls that restrict access to the Kindle Store from your Kindle Touch. To learn more, see Restrict Shopping and Settings Access with Parental Controls

Book Won't Open

The book won’t open or there is an error when you open the book.

There may have been an error with downloading the book.  You’ll remove the title from your device, redownload the title, then restart your device. Before you perform these steps, make sure that your Kindle is connected to a wireless network. See Connect to Wi-Fi

• Press the Home button to go to the Home screen, then tap the Device tab.
• Tap and hold the title of the Kindle book to remove, then tap Remove from Device.
• Tap the Cloud tab, then tap the title of the Kindle book to download.
• Tap the Menu icon, tap Settings, tap the Menu icon again, then tap Restart .

Book Has Missing Pages or Content Errors

You can report content errors while you are reading.

• Tap and hold a word or tap and drag to select a passage.
• Tap More in the menu that appears, then tap Report Content Error

Enter information about the error, then tap Submit. 

Content won't download

You purchased Kindle content and it won’t download to your Kindle device.

• Did you have problems with payment? Your 1-Click Payment method may not be valid.
  • Check your 1-Click Payment Settings: 1-Click Payment Settings
• Don’t see your title listed on your Home screen? You may be filtering content on your Home screen.
  • To view all titles downloaded to your device: Press the Home button, tap the Device tab, tap the My Titles menu, and then tap All Titles.

Still need help? If your title still won’t download, try restarting Kindle Touch. Restarting your Kindle Touch, turning it on and off, can resolve most issues with downloading content. To learn more, see Restart your Kindle Device

Registration and Password Issues

You forgot your Amazon.co.uk or Kindle Touch password or your Kindle Touch is registered to another Amazon.co.uk account.

My Kindle Touch is Registered to the Wrong Account

You can deregister your Kindle Touch from your device, or online.

To deregister your Kindle Touch from the device:

1. From the Home screen, tap Menu. Then select Turn On Wireless.
2. From the Home screen, tap Menu again and select Settings.
3. Select Registration. If your device is already registered, you'll see a pop up screen about deregistering your Kindle
4. Touch. Tap the Deregister button.

To deregister your Kindle Touch online:

1. Go to Manage Your Kindle.
2. Next to your Kindle, click Deregister.

Password Issues

You don’t remember your Amazon.co.uk or Kindle Touch password.

• Forgot Amazon.co.uk passwordYour Amazon.co.uk password is used to access your Amazon.co.uk account.
  If you forgot your Amazon.co.uk password, you reset it at http://www.amazon.co.uk/gp/help/customer/display.html/ref=help_search_1-3?ie=UTF8&nodeId=200229180&qid=1356707589&sr=1-3

• Forgot Kindle Touch PasscodeIf you cannot remember the password for your Kindle Touch, you can restore the device to factory defaults to regain access.
  This will delete all content on your Kindle Touch and you'll need to register your device again before downloading items from Your Kindle Library on Amazon.co.uk.
  To restore the device to factory defaults, enter 111222777.

Power Issues

Your Kindle Touch battery life will vary based on wireless usage. Your Kindle Touch uses a Wi-Fi connection when you buy and download Kindle content, and sync content between Kindle devices. The more often you perform these activities the more battery life your Kindle Touch uses.

• After reading, do you put your Kindle Touch into sleep mode? Placing the Kindle Touch into sleep mode is the best method for conserving the battery. To put Kindle Touch into sleep mode, press the power button at the bottom of the device.

• Is your Kindle Touch USB cable plugged into a computer? Some computers and older keyboards don’t provide enough power to fully charge your Kindle Touch. Plug your USB cable into a power adapter and plug it into an electrical outlet. Charge your Kindle Touch until the light at the bottom of your Kindle Touch turns green.

Kindle Touch battery not charging:

1. Connect Kindle Touch to a different USB port. If available, also try using a different USB cable.
2. Verify the yellow charge light in the power button at the base of the Kindle Touch is on. When fully charged, the light will appear green.
3. Restart your Kindle Touch: Press the Home button and tap Menu. Select Settings and tap Menu again. Then selectRestart.
4. Is the charge light off? The USB cable may need to be replaced.

Kindle Touch battery not holding a charge

Possible cause:

1. Kindle Touch receiving a weak wireless signal and is constantly trying to connect.
2. A large number of files were recently added to the device, and the files are still being indexed.

Troubleshooting steps:

Turn wireless off by tapping the Menu button from the Home screen and tapping Turn Wireless Off. Fully charge your Kindle Touch.

You can read for up to two months on your Kindle Touch with wireless turned off, based upon a half-hour of daily reading time. Battery life will vary based on wireless usage, such as shopping the Kindle Store and downloading content.

Tip: To conserve your Kindle Touch's battery life, turn off wireless prior to putting your device to sleep.

If battery lasts less than the timeframe given above, please contact us for additional assistance.

Restarting your Kindle

Restarting your device can resolve issues like a frozen screen or problems downloading content.

Press or slide and hold the power button for 20 seconds.	Click the timer above to count the full 20 seconds.	After 6 to 8 seconds, the screen will go blank. This is normal. Continue to hold the power button.	After 20 seconds, release the power button. The charge indicator light will turn on after a few moments. For Kindle Fire, press the power button again.	If you have successfully restarted your Kindle, you'll see the start-up screen.

Music & Audible File Issues

Symptom	Resolution
Music files not playing on Kindle Touch. Possible cause: Music files not found by the Kindle Touch or files not in supported format.	Plug your Kindle Touch into a computer via the USB cable. Kindle Touch will be recognised as an external drive. Click to open the Kindle drive. Open the music folder. Make sure all the music files are inside the Music folder. Confirm file extension is .MP3 (right-click on file to see properties).
Cannot play audio book. Possible cause: Audio book may not be compatible with Kindle Touch or could not be found.	Connect your Kindle Touch to computer using USB cable. Kindle Touch will be recognised as an external hard drive. Click on the Kindle drive and select the Audible folder. Make sure audio book files are inside the audible folder. Confirm file type is Audible by doing a right-click on the file and select properties. Contact Audible.

Wireless Issues

Symptom	Resolution
Wi-Fi Connection Issues Kindle Touch is unable to connect to Wi-Fi network, or book, subscription, or blog will not download via Wi-Fi to Kindle Touch.	Learn how to connect to Wi-Fi, and troubleshoot common problems.
WPA2 Enterprise Connection Issues Kindle Touch is unable to connect to an enterprise Wi-Fi network. Possible cause: The network requires a certificate which is not supported. The network is an unsupported network configuration type. The enterprise network password is not known. The enterprise network is a hidden network.	Kindle Touch with software version 5.1 or above can connect to select WPA2 enterprise networks with the following network configuration types: EAP-PEAP with MSCHAPv2 EAP-TTLS with PAP EAP-TTLS with MSCHAPv2 Check with your network administrator if you don't know your enterprise configuration type, network password, or whether certificates are required. Kindle Touch is not compatible with: WPA2 networks that require network certificates. If a certificate is required to connect to your enterprise network, you won't be able to connect your Kindle Touch. Hidden Enterprise networks
Free 3G Connection Issues Kindle Touch is unable to connect to 3G, or book, subscription, or blog will not download via 3G to Kindle Touch. Possible cause: The Kindle Touch is not able to sync with Amazon.co.uk.	Check the battery (if low, charge the device before completing the following steps). Check that wireless is enabled (Press the Home button and tapMenu, then select Turn On Wireless). Check for wireless strength. Sync and check for items. (Tap Menu and select Sync & Checkfor Items.) Check wireless coverage map. Try restarting Kindle Touch. Press the Home button to access the Home screen and tap Menu. Select Settings and tap Menuagain. Then select Restart. Sync and check for items. (Tap Menu and select Sync & Check forItems.)
Not able to receive a converted file. Possible cause: May be outside of network range.	Confirm that your sending e-mail address is on the approved e-mail list via the Manage Your Kindle page. Confirm that your wireless is on and your Kindle Touch is connected via Wi-Fi. Confirm that your Send-to-Kindle e-mail address is correct, [name]@kindle.com. Confirm that the file can be converted (unprotected PDF, TXT, unprotected MOBI, PRC natively; HTML, DOC, RTF, JPEG, GIF, PNG, BMP through conversion). Check your spam filter or junk mail if you have not received a reply from us.