Kindle Book Store: Troubleshooting Your Kindle

Payment Issues

Possible Causes

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

Is the card number entered correctly?
Is the expiration date correct?
The billing address and phone number must exactly match your banks records
Have you exceeded your credit limit?
Is your purchase outside of your normal spending range? This may cause your bank to block the transaction due to security concerns.
Does your issuing bank have special policies regarding electronic or internet purchases? Some banks do, and this might be the issue.
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:

Visit the Manage Your Kindle page at http://www.amazon.co.uk/manageyourkindle
Click on Kindle Payment Settings under the "Your Kindle Account" heading on the left side of the page
Click Edit on the right side of the page
Enter your payment method information on the next page
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:

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

Screen Issues


Back button	Keyboard button	5-way controller	Menu button	Home button

Symptom	Resolution
Kindle screen frozen or Kindle unresponsive. Possible cause: Low Battery Charge	Unplug Kindle from power adapter or computer. Press the power button. The LED light that surrounds the power button will display green for two seconds. Shut down Kindle by pressing and holding the power button for five seconds. The LED light will blink three times. Wait for the screen to go blank, then release the power button. Turn on the Kindle by pressing and releasing the power button. If Kindle is still not working, you can perform a hard reset by pressing and holding the power button for 15/20 seconds. If Kindle is still unresponsive, try charging Kindle before trying to restart the device once again. If you continue to experience problems, please contact us.

Symptom

Resolution

Kindle screen frozen or Kindle unresponsive.
Possible cause:

Low Battery Charge

Unplug Kindle from power adapter or computer.

Press the power button. The LED light that surrounds the power button will display green for two seconds.

Shut down Kindle by pressing and holding the power button for five seconds. The LED light will blink three times. Wait for the screen to go blank, then release the power button.

Turn on the Kindle by pressing and releasing the power button.

If Kindle is still not working, you can perform a hard reset by pressing and holding the power button for 15/20 seconds.

If Kindle is still unresponsive, try charging Kindle before trying to restart the device once again.

If you continue to experience problems, please contact us.


Kindle showing lines on screen Possible cause: The Kindle may be affected by electromagnetic interference or screen may be defective.	Press and hold the power switch for 15 seconds before releasing it.


Kindle screen not rotating. Possible cause: Screen rotation not enabled.	Press the Menu button once on the Home screen. Then use the 5 way controller to select "Screen Rotation" to check to see if the screen rotates. Check the Kindle's battery strength. Go to Home, Menu, Settings, Menu and select "Restart."

Broken Kindle Screen or Case

Symptom	Resolution
Kindle screen or case is cracked or broken.	See Kindle Return Policies to learn more about the warranty on your Kindle.

Registration Issues


Back button	Keyboard button	5-way controller	Menu button	Home button

Symptom	Resolution
I don't know how to register my Kindle.	You can register your Kindle from the device itself. To register your Kindle on the device: From the Home screen, select Menu and then select Settings. Confirm that Aeroplane Mode is off and your Kindle is connected to a wireless network. If you received Kindle as a gift, and the person who gave it to you is listed as the "Registered User," select "deregister." Select "register." If you have an Amazon account: Enter the e-mail address and password of your Amazon.co.uk account. Navigate to "submit" using the 5-way controller; then press to select. Your name will appear as the "Registered User" when registration is complete. If you're in an area that doesn't have 3G or Wi-Fi coverage, you can reach us via freephone directly by clicking the Contact Us option in the right-hand column of our Kindle Support pages. If you do not have an Amazon account: Navigate to "create account" using the 5-way controller; then press to select. Follow the instructions on the screen. Your Kindle will be automatically registered.

Symptom

Resolution

I don't know how to register my Kindle.

You can register your Kindle from the device itself.
To register your Kindle on the device:

From the Home screen, select Menu and then select Settings. Confirm that Aeroplane Mode is off and your Kindle is connected to a wireless network.

If you received Kindle as a gift, and the person who gave it to you is listed as the "Registered User," select "deregister."

Select "register."

If you have an Amazon account:
Enter the e-mail address and password of your Amazon.co.uk account.
Navigate to "submit" using the 5-way controller; then press to select. Your name will appear as the "Registered User" when registration is complete.
If you're in an area that doesn't have 3G or Wi-Fi coverage, you can reach us via freephone directly by clicking the Contact Us option in the right-hand column of our Kindle Support pages.
If you do not have an Amazon account:
Navigate to "create account" using the 5-way controller; then press to select.
Follow the instructions on the screen. Your Kindle will be automatically registered.


I forgot to mark the Kindle as a gift, how do I deregister it?	You can deregister your Kindle online or straight from the device itself. To deregister your Kindle online: Go to the Manage Your Kindle page and select Manage Your Devices from the left side. Click on "Deregister" under the Actions heading. To deregister your Kindle on the device: From the Home screen, select Menu and then select Settings. Confirm that Aeroplane Mode is off and your Kindle is connected to a Wi-Fi network. In Settings, next to Registration, select "deregister."

I forgot to mark the Kindle as a gift, how do I deregister it?

You can deregister your Kindle online or straight from the device itself.
To deregister your Kindle online:

Go to the Manage Your Kindle page and select Manage Your Devices from the left side.
Click on "Deregister" under the Actions heading.

To deregister your Kindle on the device:

From the Home screen, select Menu and then select Settings. Confirm that Aeroplane Mode is off and your Kindle is connected to a Wi-Fi network.

In Settings, next to Registration, select "deregister."


I can't find the Kindle serial number on the back of the device.	The 16-digit serial number is located on the Settings screen on your device. Here's how to find the serial number: From the Home screen, select Menu, and then select Settings. Navigate to Device Info. The serial number starts with "B00E"


I already have Kindle books--how do I access it on my new Kindle?	You'll need to register your new Kindle to the same Amazon.co.uk account on which you purchased your Kindle content to access it on your new device.


I can't find my password characters on the Kindle's keyboard.	Press the keyboard key and use the "next page" and "previous page" buttons to access characters or symbols not present on the default view of the Kindle keyboard. Press the keyboard button to return to the password menu.


I don't have an Amazon.co.uk account.	You can either create an Amazon.co.uk account online (Recommended) or on the device itself. Here's how to create an account on the device: From the Home screen, select Menu, and then select Settings. Confirm that Aeroplane Mode is off and your Kindle is connected to a Wi-Fi network. In Settings, next to Registration, select "register” and follow the instructions

Symptom	Resolution
I forgot my Amazon.co.uk password.	You can change or reset your password at www.amazon.co.uk/password


My Amazon.co.uk password is not accepted when I try to register on the device.	Check that the password is the one used to access your Amazon.co.uk account (and not your Wi-Fi network, for example). Check that you entered your password in the right case (Tip: press the keyboard key and use the "next page" and "previous page" buttons to access characters or symbols not present on the default page of the Kindle keyboard).


I forgot my Kindle device password. (Note: This is not your Amazon.co.uk account password.)	If you cannot remember the password for your Kindle, you can reset your password to regain access. Resetting your password will delete all content on your Kindle and you'll need to register your Kindle again before downloading items from your Kindle Library on Amazon.co.uk. To reset your Kindle if you don't have the password: Press and hold the power button to turn on the device or exit sleep mode. Enter "resetmykindle" in the password field by pressing the keyboard key and entering the characters. Press the keyboard key to return to the password menu and select submit using the 5-way controller. Wait several minutes while your Kindle restarts.

I forgot my Kindle device password.
(Note: This is not your Amazon.co.uk account password.)

If you cannot remember the password for your Kindle, you can reset your password to regain access. Resetting your password will delete all content on your Kindle and you'll need to register your Kindle again before downloading items from your Kindle Library on Amazon.co.uk.
To reset your Kindle if you don't have the password:

Press and hold the power button to turn on the device or exit sleep mode.

Enter "resetmykindle" in the password field by pressing the keyboard key and entering the characters. Press the keyboard key to return to the password menu and select submit using the 5-way controller.

Wait several minutes while your Kindle restarts.

Wireless Issues


Back button	Keyboard button	5-way controller	Menu button	Home button

Symptom	Resolution
Kindle is unable to connect to Wi-Fi network, or book, subscription, or blog will not download via Wi-Fi to Kindle.	Learn how to connect in four easy steps, and troubleshoot common problems. You can also find helpful information on connecting to your BT Home Hub, Orange Livebox or Sky provided router.
Not able to receive a converted file for free. Possible cause: May be outside of coverage area	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 can access Wi-Fi. Confirm payment method on the Manage Your Kindle page. Confirm that your Kindle email address is correct i.e. (youremail@Kindle.com). Confirm that the file can be converted for the Kindle (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.

Symptom

Resolution

Kindle is unable to connect to Wi-Fi network, or book, subscription, or blog will not download via Wi-Fi to Kindle.

Learn how to connect in four easy steps, and troubleshoot common problems. You can also find helpful information on connecting to your BT Home Hub, Orange Livebox or Sky provided router.

Not able to receive a converted file for free.

Possible cause:

May be outside of coverage area

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 can access Wi-Fi.

Confirm payment method on the Manage Your Kindle page.

Confirm that your Kindle email address is correct i.e. (youremail@Kindle.com).

Confirm that the file can be converted for the Kindle (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.

Connecting Via USB


Back button	Keyboard button	5-way controller	Menu button	Home button

Symptom	Resolution
Kindle is not recognised by your computer or you receive an error message when you plug your Kindle into your computer. Possible cause: Kindle not connected to a powered USB port.	First, disconnect Kindle from computer and plug it back in using a different USB port. You can also try using a different micro USB cable, if available. If it is still not working, follow these next steps: Restart Kindle by pressing Home and selecting Menu. Select Settings using the 5-way controller and then press Menu again. Use the 5 way controller to select Restart. Connect the Kindle to a USB port on the back of your computer. Restart your computer with the Kindle connected to it. If these steps do not resolve the issue, you can reset your Kindle. Unplug your Kindle from the outlet or computer, press and hold power button for 20 seconds, and wait for 5-10 minutes. Please contact us if you continue to experience problems with your Kindle.

Symptom

Resolution

Kindle is not recognised by your computer or you receive an error message when you plug your Kindle into your computer.

Possible cause:

Kindle not connected to a powered USB port.

First, disconnect Kindle from computer and plug it back in using a different USB port. You can also try using a different micro USB cable, if available. If it is still not working, follow these next steps:

Restart Kindle by pressing Home and selecting Menu. Select Settings using the 5-way controller and then press Menu again. Use the 5 way controller to select Restart.

Connect the Kindle to a USB port on the back of your computer.

Restart your computer with the Kindle connected to it.

If these steps do not resolve the issue, you can reset your Kindle. Unplug your Kindle from the outlet or computer, press and hold power button for 20 seconds, and wait for 5-10 minutes.
Please contact us if you continue to experience problems with your Kindle.

Kindle Password Issues


Back button	Keyboard button	5-way controller	Menu button	Home button

Symptom	Resolution
Kindle password not working or lost.	Most network passwords are case sensitive. Use the "next page" and "previous page" buttons to enter characters not available on the default view of the Kindle virtual keyboard. Symbols can be accessed on the "&!#" tab. If you cannot remember the password for your Kindle, you can reset your password to regain access. Resetting your password will delete all content on your Kindle and you'll need to register your Kindle again from the Settings screen before downloading items from your Kindle Library on Amazon.co.uk. To reset your Kindle if you don't have the password: Press and hold the power switch on the bottom of the Kindle to turn on the device or exit sleep mode. Select the keyboard key and enter "resetmykindle" in the password field using the 5-way controller. Press the keyboard key or select done once complete and select submit using the 5-way controller. Wait several minutes while your Kindle restarts.

Symptom

Resolution

Kindle password not working or lost.

Most network passwords are case sensitive. Use the "next page" and "previous page" buttons to enter characters not available on the default view of the Kindle virtual keyboard.
Symbols can be accessed on the "&!#" tab. If you cannot remember the password for your Kindle, you can reset your password to regain access.
Resetting your password will delete all content on your Kindle and you'll need to register your Kindle again from the Settings screen before downloading items from your Kindle Library on Amazon.co.uk.
To reset your Kindle if you don't have the password:

Press and hold the power switch on the bottom of the Kindle to turn on the device or exit sleep mode.

Select the keyboard key and enter "resetmykindle" in the password field using the 5-way controller. Press the keyboard key or select done once complete and select submit using the 5-way controller.

Wait several minutes while your Kindle restarts.

Kindle Account


Back button	Keyboard button	5-way controller	Menu button	Home button

Symptom	Resolution
Kindle does not have owner's name on home screen. Possible cause: Kindle not registered, or registered to different account.	Deregister the Kindle. Register the Kindle. Steps to deregister and register device can be found here. Note: The name on the Kindle will default to the first name on your Amazon.co.uk account. You can change the name on the Manage Your Kindle page.

Power Issues


Back button	Keyboard button	5-way controller	Menu button	Home button

Symptom	Resolution
Kindle battery not charging.	Connect Kindle to a different outlet and/or USB port. If available, also try using a different USB cable or power adapter Verify the yellow charge light in the power switch at the base of the Kindle is on. When fully charged, the light will appear green. Restart Kindle by pressing Home and selecting Menu. Then select Settings using the 5-way controller and press Menu. Then use the 5-way controller to navigate to "Restart." Press to select. Is the charge light on? If the charge light appears, your Kindle is charging. Please wait until the light turns green to indicate it is fully charged. Is the charge light off? If so, the charging cable may need to be replaced. Please Contact Us to learn more about your warranty coverage.
Kindle battery not holding a charge. Possible cause: Kindle receiving a weak wireless signal and is constantly trying to connect. A large number of files were recently added to the Kindle, and the files are still being indexed by the Kindle. The Kindle's software has been recently updated.	Set your Kindle to Aeroplane Mode (turn wireless off) and fully charge your Kindle. With wireless turned off, Kindle battery life should be 4 weeks. If battery lasts less than the time frame given above, please contact us for additional assistance.
Green light at bottom of Kindle is blinking. Possible cause: The green LED light in the power switch at the bottom of your Kindle blinks when waking up your Kindle or putting it to sleep, and when shutting down your Kindle. Your Kindle is functioning normally.	Kindle has an LED light inside the power switch. When you put your Kindle to sleep or wake it up by pressing and holding the power switch on the bottom of your Kindle, the green LED light in the power switch will blink on for two seconds. When you press and hold down the power switch at the bottom of your Kindle to shut the device down, the green LED light in the power switch will blink three times before your Kindle shuts down.

Kindle Lighted Covers

Symptom	Resolution
No LED light comes on LED light flickers	To shut down the Kindle, press and hold the power button for five seconds. The LED light will blink three times and the screen will go blank. Connect the cover to the Kindle. For assistance please see this page. Turn the Kindle on by pressing and holding the power button. If the Kindle does not power on: charge your Kindle for one hour, and attempt these steps again. Pull out the light on the Kindle cover until you hear a click. The light will come on when the arm is fully extended. Ensure the light bar is completely extended. Squeeze the light head with your thumb and forefinger and pull straight out. There will be an audible "click" once the light bar is fully extended. Please contact us if you continue to experience problems with your Kindle cover.

Symptom

Resolution

No LED light comes on
LED light flickers

To shut down the Kindle, press and hold the power button for five seconds. The LED light will blink three times and the screen will go blank.

Connect the cover to the Kindle. For assistance please see this page.

Turn the Kindle on by pressing and holding the power button.

If the Kindle does not power on: charge your Kindle for one hour, and attempt these steps again.

Pull out the light on the Kindle cover until you hear a click. The light will come on when the arm is fully extended. Ensure the light bar is completely extended. Squeeze the light head with your thumb and forefinger and pull straight out. There will be an audible "click" once the light bar is fully extended.

Please contact us if you continue to experience problems with your Kindle cover.

Content Issues


Back button	Keyboard button	5-way controller	Menu button	Home button

Symptom	Resolution
Book did not download / haven't received book, subscription, or blog. Possible cause: Kindle not able to sync with Amazon servers.	Try these troubleshooting steps: Restart Kindle by pressing Home and selecting Menu . Then select Settings using the 5 way controller and press Menu again. Then use the 5 way controller to navigate to Restart. Press down to select. See Wireless Issues troubleshooting steps. Transfer files manually via USB.
Cannot delete book from Kindle.	Go to the Home screen. Underline the book you want to delete. Move the 5-way controller to the left. Select "Remove from device".
Book will not open / receiving an error message when opening a book. Possible cause: Incomplete file download.	Delete the book. Restart your Kindle by pressing Home and selecting menu. Then select Settings using the 5-way controller and press Menu. Then use the 5-wat controller to navigate to "Restart." Press down to select. Download the book again. If you continue to experience problems, please contact us.
Book has several pages missing. Possible cause: Book may have formatting errors.	Please contact customer service. If you contact us via e-mail, please include the location numbers of the errors.
Sent personal document to be converted but have not received it. Possible cause: File sent could not be converted or delivered.	Confirm the sender's e-mail address is on the approved e-mail list on the Manage Your Kindle page. Confirm you and your approved contacts have sent the document to the correct Send-to-Kindle e-mail address, e.g.: youremail@Kindle.com. Confirm file can be converted for the Kindle (convertible files include: unprotected PDF, TXT, unprotected MOBI, PRC natively; HTML, DOC, RTF, JPEG, GIF, PNG, BMP through conversion). Confirm that sent e-mail has an attachment. Confirm that "Convert" is in the subject line of e-mail. Confirm that your Kindle is connected to a network using Wi-Fi connectivity. Check to see if the item is appearing in "Your Pending Deliveries" section of the Manage Your Kindle page.
Notes, highlights, bookmarks and last page read on personal documents that were converted into Kindle format are not syncing across devices. Possible cause Personal document is not archived in your Kindle library	Whispersync of notes, highlights, bookmarks, and your last page read is available on your archived personal documents that have been converted into Kindle format. Files transferred via USB and PDFs not converted into Kindle format do not support these features. Whispersync of personal documents is currently only supported on Kindle and Kindle Keyboard. Whispersync of personal documents is currently supported on Kindle, Kindle Touch, Kindle Keyboard (with the latest software update, version 3.3) Kindle for Android app (running Kindle app version 3.5 or greater) and Kindle app for iPad, iPhone, and iPod touch (running Kindle app version 2.9 or greater). If your personal document is archived in the Kindle format and you are unable to access your notes, highlights or last page read across multiple Kindle devices registered to your account: Confirm you have a wireless connection. Select Sync and Check for items from the Home screen menu on the Kindle with your notes and highlights or furthest read location. If you are still experiencing problems, please contact customer service.
PDF file was not converted before it was delivered. Possible cause: The word "convert" was not added to the subject line of the e-mail sent to your Send-to-Kindle e-mail addresses.	Confirm that "Convert" is in the subject line of the e-mail Ensure the attachment was sent in the e-mail. Whispersync of notes, highlights, bookmarks and last page read is available on your archived personal documents that have been converted into Kindle format.
Personal Document was not received.	Confirm your sending e-mail address is on approved e-mail list onManage Your Kindle page. Confirm that your Kindle email address is correct i.e. (youremail@free.Kindle.com) Confirm that the file can be converted for the Kindle (unprotected PDF, TXT, unprotected MOBI, PRC natively; HTML, DOC, RTF, JPEG, GIF, PNG, BMP through conversion) Check "Your Pending Deliveries" section of the Manage Your Kindlepage. The personal document will appear if has been successfully sent to the Amazon servers and you have selected AutoArchive on your Amazon.co.uk account. If you require the personal document to be in Kindle format, and have not received the personal document but it's appearing in Pending Deliveries on Manage Your Kindle, Sync and Check on your Kindle by selecting Home then selecting Menu and using the 5-way controller to select Sync and Check. Note: Personal documents in supported file formats smaller than 5 MB sent to [name]@.kindle.com are typically delivered to your Kindle, if your Kindle's Wi-Fi is connected, within five minutes (per document). Personal documents larger than 5 MB may take longer. If you are unable to connect wirelessly, view our Wireless Settings help page for further information. If you do not have access to a wireless connection, download the file from your Kindle library by selecting "Personal Documents" and using the action dropdown on the right hand side of your selected document to select Download and Transfer Via USB. Select the device to open the personal document and click "Download" and save the file to a common location. Connect your Kindle via USB and drag and drop the personal document into the documents folder on your Kindle. For more detailed instructions on how to download files from Manage Your Kindle, view our Help page.
Book skipping pages. Possible cause: Multiple devices on same account reading same book.	Restart Kindle by pressing Home and selecting Menu. Then select Settings using the 5-way controller and press Menu again. Then, use the 5-way controller to navigate to Restart. Press down to select. If this does not resolve the issue, you can reset your Kindle. Slide and hold power button for 20 seconds, and wait for 5-10 minutes. If you continue to experience problems, please contact us.
Reading a book on multiple Kindles or iPhone and devices not saving progress. Possible cause: Amazon servers are not being updated by Kindle or iPhone. "Home" button needs to be used to ensure Kindle saves and updates the location.	Go to Menu. Then select Settings using the 5-way controller. Use the next page and previous page buttons to navigate to the third screen. Use the 5-way controller to navigate to "Annotations Backup" and select "Turn Off". Check that Whispersync option is turned on in the Manage Your Kindle page.
Kindle not saving last page read / last page read is not syncing with my other devices. Possible cause: Power turned off before Kindle could save the current page location.	When you are done reading on your Kindle, you can do either of the following to ensure the Kindle opens to the same page you were last reading: Put Kindle into sleep mode instead of turning it off. Battery consumption in sleep mode is the same as powering off Kindle. Go to home screen before powering off Kindle.

Kindle and Kindle Content Return Policies

Symptom	Resolution
I want to return my Kindle. I want to return Kindle content.	Learn more about the warranty on your Kindle, returning your Kindle and returning Kindle content.

Kindle Tip: Restart Your Device

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.