Amazon sign-in problems can range from a simple forgotten password to an account that Amazon has temporarily locked for security reasons. Here's how to work through the most common situations.

Forgotten Password

  1. Go to amazon.com (or amazon.co.uk / amazon.ca) and click Sign in.
  2. Enter your email address and click Continue. On the password screen, click Forgot your password?
  3. Amazon sends a One Time Password (OTP) to the email or phone number on your account. Enter it when it arrives.
  4. Choose a new password and confirm it.

If You No Longer Have Access to That Email or Phone

Click I no longer have access to this phone number/email and follow the prompts. Amazon may ask you to verify your identity in another way, such as answering account verification questions or confirming recent order details.

Account Locked or Suspended

Amazon sometimes locks accounts if it detects unusual activity — multiple failed sign-in attempts, for example. You'll usually see a message explaining this on the sign-in screen. In most cases:

  • Check the email address on your account for a message from Amazon with instructions.
  • Follow the link in that email (verify it comes from @amazon.com before clicking — check the actual sender address in your email client).
  • Complete any identity verification steps Amazon requests.

If your account was suspended for a policy reason, Amazon will email you with details and an appeal process if one is available.

Two-Step Verification Problems

If you've set up Amazon's two-step verification but can't receive the code:

  • Try the Use a backup method option on the verification screen.
  • If you have backup codes saved from when you set up 2SV, enter one of those.
  • If none of those work, contact Amazon Customer Service through the Help section of the site while you're still partially logged in.

Wrong Amazon Account

In the UK and Canada, make sure you're signing in to the correct regional site (amazon.co.uk or amazon.ca) — accounts are sometimes separate between regions, which can cause confusion.

Need more help? Ask us.