Zeeshan 11

aayashas
Andon cord
Contact ID
A2NRTBMSUCKEZQ
thewallerclan@btinternet.com andon cord
Prime Photos 100 GB plan

Item Price:
Seller: CloudDriveProdUKSubs Fulfiller: Amazon Digital
Services
0173146855 andywykes@btinternet.com
Fire HD 10 Kids Edition Tablet, 10.1" 1080p Full HD Display, 32 GB, Blue Kid-Proof
return
tracey's 3rd Fire

• Fire HD 10 (7th Gen)
E042553487
Code not received

Hello,
This is Yaser from Amazon Technical Support Team.
I'm sorry to know that you didn't receive the code for the "Halo Wars Definitve Edition [Xbox
One/Windows 10 - Download Code]". This is really not what we want our customers to experience.
To help you with it, I've checked your account and see that the purchase is completed.
From the details you shared with me it seems to be issue with the code, that's the reason code was not
delivered to your account.
Thank you for bringing it to our notice, I've taken your comments as feedback and forwarded it to our
dedicated games/software team so that they can get it touch with the Microsoft team (as the codes are
developed by Microsoft team and sold through Amazon )and look into it and find the cause of issue so
that it should not be repeated in future.
To help you with it, I've issued a complete refund of £14.99 to your original payment card. Refunds
usually go through within five to seven business days and you will see this amount credited on your
next statement.
I request you to place and new order so that you can get a working code.
https://www.amazon.co.uk/dp/B06Y1X8P6J
Once again I regret for this inconvenience, I hope you will consider this as an isolated incident and give
us another chance in future.
Customer feedback like yours really helps us continue to improve and provide better service to our
customers.
We would never want to disappoint a valued customer like you and we always endeavour to assist our
customer with the best of our service so we can ensure that we fulfil of their needs.
If you require any further information or assistance, please get back to us and we'd be glad to assist
you.
I hope I’ve been able to help you today. We look forward to seeing you again soon.
Inapp lost
Hello,
This is Yaser from Amazon Support Team.

I'm extremely sorry to know that you are experiencing issues with the game Candy Crush on your
tablet and unable to get all your boosters in game.
This is really not what we want our customers to experience.
To help you with it, I've checked your account and see that all the settings on your account are fine and
also the tablet is with latest OS available.
It seems to be some glitch from the game server end causing the issue with the game and asking you to
enter postcode.
As the boosters purchased are from the app within and are taken care from the game server end after
purchases, I request you to once contact the game developer so that they can check with the issue on
game and take all possible measures to add the boosters directly to your game account directly from
there end.
To help you with it, I've shared the details of the developer as below:
For game Candy Crush Soda Saga:
english.support@king.com
https://king.com/
For game Candy Crush Saga:
candycrush.techhelp@king.com
http://candycrushsaga.com/help/en
Once you contact them they will look into your game status and details and help you accordingly with
it.
Should you require any assistance please feel free to write back to us, we will be happy to assist you.
Your patience and understanding is highly appreciated.
Thank you for being Amazon's valuable customer. We look forward seeing you soon.
TV compatibility
Hello Rebecca,
I hope this email finds you well.
I understand that you would like to know on how to access music and Videos on your device as you
have Prime subscription.
You can stream Music on your compatible device (Fire tablet, android device, iOS device) by
downloading Amazon Music application from the Appstore or Google play store. Regarding the Prime
Video, you can download the Prime Video application from the Appstore or Google Play store.
After downloading, please sign in using your Prime account (rebbyfifield@hotmail.com). If in case you
don't remember the password, I've sent the password reset link as well from which you can reset and
login.
Regarding streaming Prime Video on your TV. If in case, your TV is compatible with the Prime Video
application, you can directly download the Prime Video app from the appstore available on your TV
and sign in using your account and access them.
To check if your TV is compatible, please access the below link :
https://www.amazon.co.uk/gp/help/customer/display.html/ref=help_search_1-1?ie=UT...
If in case your TV is not compatible with the Prime Video application, as an alternative, you can access
the Prime Video on your smart TV from any browser(pre-installed in your TV). I request you to open
any browser and sign in with your Amazon account to the below link :
https://www.amazon.co.uk/primevideo
You also have an option to access Prime Video app on your smart TV if you have FireTV or FireTV
Stick. Or you can even access if you have any of the gaming console like Xbox or PS4.
If you have any further question please do contact us back. We are available 24*7. You can reach out to
us using the below link :
http://amazon.co.uk/contact-us
Let me assure you that we are here to take care of your problem and we do take full responsibility for
any troubles you have with orders, subscriptions and on your account.
Thank you for your valuable time and patience. We hope to seeing you soon.
AQVUTY35TX3HD KU faily fraud
FFKU ARFYI029N0Y9A
https://cscentral-
eu.amazon.com/gp/stores/www.amazon.co.uk/gp/customer/subscriptions/detail/ref=csc_cusu_customer
subsc_detail_3/259-8661684-1000410?
ie=UTF8&customerID=A1MF8O3D17INEK&subscriptionId=GATJAN3TAKYH9DWZD5X0&useca
seSessionID=67013594041
inconvinence caused
ebook refund unknown purchase:
AP8KU7FDV7NB1
https://cscentral-eu.amazon.com/gp/stores/www.amazon.co.uk/gp/order/detail/258-6043404-4368363?
ie=UTF8&csrToken=gRBbMcu2JescoPwh5sNhS5vvGbeSwpxiS7oGTkcAAAAJAAAAAFvCLyByY
XcAAAAAoq4PFriVffFc%2BYrQ%2B%2F%2F
%2F&isCacheable=0&marketplaceID=A1F83G8C2ARO7P&orderCustomerID=A1OZJX272U93PO&
orderID=D01-2186238-
4146216&orderType=Digital&prefetch=1&ref_=csc_cuor_order_detail_3&usecaseSessionID=670656
35731
Fire for kids unlimited catalogue
GSD code check if valid or not on test device

Software version of non amazon device
GSD order placed from
183 error what troubleshooting
kmufc77@gmail.com : 20 GBP refund
0164711900 : audio issue
0163227077 :
This is the first and only version of the app available on store from 236 days. There are no
previous versions for this app.
And KFTU badging is NO.
Hot wheels run off
dec 2017
how subscribe
6 march
jayhall_1987@hotmail.co.uk
India contact:
AWWV8PTTO6ZCO
A20JF7XUM5BYBG
ATLL7MWU0MTFE
A3PLJGUOHH9WQO
A1BFALKEY3KPO9..
A3U2SH1S2RE1ZC
A39WEWV2R2HSJU
A3DYJMI8XNZVPN
A3ISX57QJQSAB
USA Contacts
ABF53ZB6MJHP4
A3TLZDTUR7BGHP
https://www.amazon.co.uk/dp/B077HQJ2WN
chrisemathews@gmail.com
Contact ID
A26M0HQ49GVXAI
Sorry email
Hello Brian,
I'm extremely sorry that you are disappointed with the steps I've provided in the previous
correspondence.
Please accept my sincere apologies for providing troubleshooting steps for 4th Kindle instead of
7th Kindle.
I sincerely appreciate your efforts in trying to perform the troubleshooting steps on the 7th
Kindle device.
If the issue persists, you can directly reach us using the below link :
http://www.amazon.co.uk/clicktocall-kindlesupport
Once again, please allow me to apologise for this vexation, I can definitely grasp the nuisance
value of this hindrance.
Please be assured that we are here to make things easier for you and we will do whatever we can
do to prevent you from bearing any kind of loss.
Thank you for being a loyal customer.
Appreciate your valuable time and patience. We hope to seeing you soon.
Opening email
We greatly esteem your relationship with Amazon and are very sorry for any inconvenience
caused.
If you would prefer to speak with us directly, we also offer a free callback service and live chat
support at :
http://www.amazon.co.uk/contact-us
Rest assured, we’re here to take care of issues you encounter and we always endeavour to provide
the best service to our valued customers.
Thank you for your patience and understanding in this situation. We look forward to seeing you
soon.
Rest assured, we will take each and every action to prevent you from bearing any loss at
Amazon.co.uk as we value our customer's investment and trust more than anything else.
On a personal level, I appreciate your patience, cooperation and understanding in this matter. It
is our privilege to have you as our valued customer & we want to make sure you are always taken
care of.
Thanks for your understanding and patience. I hope you'll understand our limitations in this
regard.
If that does not make any difference or the issue reappears, we would be more than happy to
assist you if you contact us via phone call so we can process a warranty claim or try to help you
with another option.
The only way to do it is in real time that's why the invitation, this because we need to check on
some small things before sending you a replacement, like the address where the new order is
going, a collateral card to guarantee the shipment and afo course we need to give you a return
label.
To help you with it, I've checked account settings and see that all the settings are fine.
As a remedy to the issue, I request you to perform below troubleshooting steps on tablet to clear any intermittent
issue with tablet and get it work fine.
As a token of apology for the inconvenience caused, I have added a £ 5 promo credit to your
account which automatically gets applied once you place a new order which is sold and fulfilled
by Amazon, please accept this from my side.
I have mentioned few details on how this credit gets applied automatically when you place order
on Amazon.
Promotional credit must be redeemed at our website, towards the purchase of products sold and
fulfilled by Amazon. Promotional credit can't be used to purchase Amazon.co.uk Gift Cards,
items sold by third party Sellers including Warehouse Deals, products sold and distributed by
Audible, against Kindle books, delivery costs, or against gift wrapping costs.
When paying for an order with promotional credit you will have to add the relevant item(s) to
your Shopping Basket and complete your order via checkout. If you use our 1-Click ordering
method, any promotional credit might not apply to your order.
When you place a qualifying order, you'll be able to see that the value of your promotional credit
has been deducted from the total cost. Any unused funds will be retained in your account to be
used at a later date.
Please be assured that we are here to make things easier for you and we will do whatever we can
do to prevent you from facing any kind of inconvenience or bearing any kind of loss.
Thank you for your patience and understanding in this regard. I hope this helps.
Our customer's satisfaction and their convenience is very important to us above all else, it's the
foundation on which our company was built. Be assured that we'll continue working hard to
ensure that you receive accurate service.
Thank you for being the most valued customer to Amazon. We look forward to seeing you soon.
I personally apologize for the inconvenience caused to you, as my colleagues were unable to help
you with the exact answer for your concern and helping you with incorrect information.
This does not mean your inconvenience and disappointment will go unnoticed. To ensure utmost
attention, I've escalated your contact to our manager so that the agents can be coached for it.
I hope the previous information answers all your questions but if I missed anything or any other
questions come up, please reply to this email and I will gladly help you further until everything is
clear as crystal!
.
We look forward to your next visit
This is Yaser from the Amazon technical support team.
Please feel free to let us know if there is something else we can address for you, James.
Should you require any further assistance, Please feel free to let us know if there is something else we can address
for you.
Feedbacks
Hello,
I've checked your previous correspondence with us and understand that you are concerned with the payments
taken from your account even after cancelling the subscription.
I'm extremely sorry for all the inconvenience caused to you in this case.
I've checked your subscription and might be due to some technical reasons system was unable to complete your
subscription cancellation request so the subscription was not cancelled and you were charged for it.
However, this does not mean your inconvenience and disappointment will go unnoticed. To ensure utmost attention,
I've forwarded your comments as feedback to our Amazon dedicated department so that they'll investigate the
issue further and take necessary actions to ensure that such instances are not repeated in future.
On checking with subscription details, I see that the subscription cancellation was completed on 10 September
2018 and you were last charged for the subscription on 7th of September 2018.
Also, I see that my colleague has already issued a complete refund for all the charges to your account for the
subscription.
Refunds usually go through within five to seven business days and you will see this amount credited on your next
statement.
Rest assured you won't be charged for the subscription. Also the auto renew is set to "NO".
I once again apologise for the inconvenience that caused due to this. I hope you would treat it as a one time
exception and give us another change to help you with our services.
I hope the previous information answers all your questions but if I missed anything or any other questions come up,
please reply to this email and I will gladly help you further until everything is clear as crystal!
Be assured we are always here to help you at any point of time you need us..
Thank you for being Amazon's valuable customer.
We'd appreciate your feedback. Please use the links below to tell us about your experience today.
Thank you reply
Thank you email
Hello Sara,
You are most welcome and its good to know that we were able to help you with your concern.
We always want to see all our customers happy with our service and we feel good when you
confirm us that we are able to help you.
Be assured we are always here to help you at any point of time you need us.
Should you require any assistance, please feel free to contact us . We will be happy to help you.
Authorisation charge email
Hello,
I understand your concern regarding the amount £1 charged twice on your account. I'm sorry for
any inconvenience this caused to you.
The reason it is showing as twice is one is authorisation charge.
Please be informed that when you place an order with Amazon, we contact your payment card's
issuing bank to approve the payment method.
Upon approval, the requested amount is reserved in your account. This is known as an
authorisation. The authorisation is only released as a charge at the time of dispatch, completing
the transaction. If the authorisation remains unused, the funds reserved in your account will be
made available to you by your bank according to their policies.
However, we do not proceed with the charge and the duplicate charge will not appear as a charge
on your credit card statement.
Amazon requests an authorisation for the total amount of an order, but sometimes when the
charge is due the bank issues us with additional funds instead of using the original authorisation
and continues retaining the funds originally authorised. In these cases, it appears to be two
charges on your bank statement, however we only charged once.
The authorisation drops off automatically within your bank's individual time frame for releasing
unused authorisations. It depends on the policies of your bank, but the authorisation code below
may be able to help your bank locate and remove the authorisation in question:
Should you require any additional information or assistance, please do not hesitate to contact us.
Thank you for your patience and understanding in this regard.
Double charge
Hello Isabell,
Thank you for sharing the image of the bank statement with us.
I've checked your previous correspondence with us on call and understand that you are
concerned with the double charge of GBP 1.90 for same ebook with reference number "Kindle
svcs 353-12477661LU" on 7th September and also on 10th of September.
I'm sorry for the incorrect information shared by my colleague on call with you regarding
authorization charges.
I would like to inform you that when you place an order with Amazon, we contact your payment
card's issuing bank to approve the payment method. Upon approval, the requested amount is
reserved in your account. This is known as an authorisation. The authorisation is only released as
a charge at the time of dispatch, completing the transaction. If the authorisation remains unused,
the funds reserved in your account will be made available to you by your bank according to their
policies.
However we use only GBP 1.0 as authorization charge and not complete order amount (GBP 1.90
in this case).
As you were charged GBP 1.90 be assured it is not the authorization charge.
On further checking your account, I found that the charges are for two separate ebooks
purchased on your account. The amount of both the ebooks is same that is GBP 1.90
The charge of GBP 1.90 on 7th of September is for ebook "Time for Hope, A: A contemporary
romantic suspense" purchased on your account.
Also another charge of GBP 1.90 on 10th September if for ebook "In Search of Hope" purchased
on your account.
Regarding your concern with the same reference ID "Kindle svcs 353-12477661LU" twice on
your account, I would like inform you that the reference ID for orders are generated by bank
after the order is placed with your payment card. I request you to check once with your bank for
the reason why they generated same reference ID for two different orders on your payment card.
The order ID that is generated at Amazon end for both the ebooks is D01-0653885-5061442 and
D01-1266242-1736633
You too can check with the purchases by accessing https://www.amazon.co.uk/your-orders and
login with your Amazon credentials.
Rest assured you were not double charged for the ebook.
In case, if you wish I can cancel the ebook order for you and help you with refund for the same.
However before taking any action on your account, I would like to seek your permission for the
cancellation of the order as you might lose ebook.
I request you to write us back with confirmation to help you with it as per your convenience.
I realise that at this point of time asking you to contact us again would be disappointing, but in a
situation like this, it is very important for us that we provide you with accurate resolution and in
my experience, this is the best way to be certain that your issue is resolved more appropriately.
clear as crystal!
.Our customer's satisfaction and their convenience is very important to us above all else, it's the
When you use a gift card to pay for an item, we refund the portion that was paid to your current
balance. The original expiration date will still apply to the gift card funds. To access your current
balance, click Your Account at the top of our website. Under 'Payment & GC', click View balance
and sign in with your e-mail address and password.
Hello,
When you place an order with Amazon, we contact your payment card's issuing bank to approve
the payment method.
made available to you by your bank according to their policies.
While most card issuers release authorisations within 3-5 business days, some banks have been
known to hold authorisations for up to 10 days. The issuing bank is best placed to provide you
with more information on their specific policies regarding authorisations.
When you place an order with us, or use a payment method for the first time, we contact your
payment card’s issuing bank to approve the payment method. This is communicated via a £1.00
authorisation. It might appear as a pending charge on your statement but the £1.00 will become
available again according to your bank's time line.
If the available funds in an account match the exact value of the order placed, and an
authorisation amount is then reserved by your bank without being used as payment towards the
order you placed, payment may be declined by your bank. In this case, your payment method will
need to be updated to enable us to fulfil your order.
If you used a debit card as opposed to a credit card, once the authorisation is released, it may not
appear as a refund on your statement, however the funds should be available in your balance.
For your protection, we can’t send any information relating to your account to your bank by fax,
or any other means.
We hope this helps and we look forward to seeing you again soon.
More information email
contact us email
more info email
Hello Norman,
I'm sorry, but I wasn't able to determine exactly what kind of help you need from from your
comments in email "tv fire tv".
Looking at the Subject you selected "Returns and Refunds Support", I suppose that you are
concerned with the refund/replacement for the Fire TV (3rd Gen) with name "norman's Fire
TV" registered on your account.
To help you with your concern in best way , I request you to reply to this email with details if you
would like to get a replacement or refund for the device so that we can get it resolved at earliest
for you without any further delay.
Also, if I'm wrong please write us back elaborating the issue you are experiencing with the device
situation like this, it is very important for us that we provide you with accurate and expedient
resolution and this is the best way to be certain that your issue can be resolved more
appropriately.
Let me assure you that we are here to take care of your problem and we do take full
responsibility for any troubles you have with devices, orders, subscriptions and on your account.
We hope you can contact us soon so we can help solve this problem quickly. We hope you can
contact us soon so we can help solve this problem quickly. We are always here to help you at any
point of time you need us.
Also you can also contact us via chat or free phone so that we can work together on it in real time.
To setup a call back via phone so that we can contact us back as per your convenience:
http://www.amazon.co.uk/clicktocall
To contact us via chat:

http://www.amazon.co.uk/clicktochat
Installment plan
Hello Ryan,
I understand that you are concerned with monthly instalment payment for the Kindle Oasis (9th
Gen) registered on your account.
To help you with it, I've checked your account and see that the payments are deducted in
instalment of £64.00 / month from your account.
Be assured the payment will be taken on 26th or 27th of September and not on 25th September as
the order was placed on 27 May 2018 (i.e on 27th of Month).
A scheduled payment will be attempted three times before being marked as past due. If there is a
decline when we attempt to charge your payment method, we will charge a payment to any other
payment card we have on file in your Amazon.co.uk account, in accordance with the Installment
terms and conditions.
responsibility for any troubles you have with devices, orders, subscriptions and on your account
and prevent you from bearing any kind of loss.
clear as crystal!
Hello Pauline,
I understand that you are concerned with monthly instalment payment for the " Fire HD 10 Tablet with Alexa Hands-
Free" registered on your account.
To help you with it, I've checked your account and see that the payments are deducted in instalment of £30.00 /
month from your account on 29th of month.
As you said you get paid until 30/20/18 and there will not be enough money in my account to take payment, not to
worry in this case you will be having 8 days after the scheduled due date to pay for the instalment plan.
As there will be balance on 30th October or within 8 days after 29th of month, the instalment will be deducted after
30th October 2018
Let me assure you that we are here to take care of your problem and we do take full responsibility for any troubles
you have with devices, orders, subscriptions and on your account and prevent you from bearing any kind of loss.
Our customer's satisfaction and their convenience is very important to us above all else, it's the foundation on
which our company was built. Be assured that we'll continue working hard to ensure that you receive accurate
service.
Newspaper not updated auto
Hello,
I'm sorry that the newspapers "Financial Times and The Times and Sunday Times" aren't updated to
your Kindle device.
I've checked through your account and see that subscription is active. However due to some network
issue they're not delivered. This is something I've discovered while sending the latest newspaper issue.
In this case, I request you to please de-register and re-register the Kindle device so that any network
glitch will be cleared. I'm positive it should work and solve the issue.
Please perform below steps to deregister and register the kindle:

1. Press the Menu button.
2. Choose "Settings”, then "Register" or "Registration" and follow the instructions. If your Kindle has
an existing registration, simply select "De register" before entering the new registration information.
Meanwhile I've sent the latest newspapers to your Kindle from my end. I understand that contacting us
for this issue multiple times is an unpleasant experience.
In this case, you can access to get all newspaper back to your Kindle after registering the device from
your account through your web browser.
Please follow the below steps to send any newspaper issue to your Kindle device:
1.https://www.amazon.co.uk/mycd
2. select "Your content " tab and under show option select "newspapers" and click on the three dot icon
in front of the newspaper name and select "deliver the past issue" option . Later select your Kindle
model to get all the newspapers.
Refund
Hello,
I'm sorry for double deduction of £10.50 to your account for purchase of book "The Woman in the
Woods".
I've refunded amount of £10.50 to your account. Once your refund has been completed by us, please
allow your bank 5 to 7 business days to process the refund.
When the refund is completed, we'll send you an e-mail letting you know the date, amount and
payment details.
Once processed, you'll be able to see the refund request here:

ww.amazon.co.uk/gp/digital/your-account/order-summary.html?orderID=D01-9846208-7682255
Please feel free to contact us back in case you find any difficulty.
w
Thank you for your patience and understanding
REFUND
Hello,
I'm sorry for the incorrect charges deducted from your account for Kindle Unlimited subscription.
I see that the subscription was charged twice due to some error. I've refunded amount of £7.99 to your
account. Refunds usually go through within five to seven business days and you will see this amount
credited on your next statement.
Thank you for your patience and understanding.
Hello Pamy,
Icharges are related to Amazon music unlimited subscription, as Amazon Music is free trial for
one month and later got updated to paid subscription due to which you have been charged.
I've cancelled the subscription from my end and issued a refund £39.96 ( £9.99 x 4 = £39.96)
Rest assured you won't be charged again for the same.
Refunds usually go through within five to seven business days and you will see this amount
credited on your next statement
Hello Vikki,
I'm sorry to know about the charges on your account.
I've checked with your account and see that the order is related to "Fire for Kids Unlimited"
subscription which came free for one year with one of your Kids tablets registered on your
account . Free trial started on Monday, 26 December 2016 and ended on Tuesday, 26 December
2017 .
Upon completion of one year free plan it got updated to paid subscription, so the charges are
related to "Fire for Kids unlimited".
I can cancel the subscription and issue you a refund but if I cancel the subscription you will lose
access to the subscription content. Before taking any action, we need your permission.
I request you to write back to us with convenient option.
I'm sorry to know that your call got disconnected when you contacted customer support.
I understand your concern regarding charge of GBP 7.99 for Kindle unlimited subscription (a total of
£15.98) on your account.
I've checked your account and could see that the free 1 month trial of Kindle unlimited subscription
was active on your account and later it got updated to paid subscription charging you GBP 7.99.
I see that you're not availing any benefits of the subscription and I see that the subscription was
activated on Kindle paperwhite, someone from your family might have accidentally activated the
subscription.
As per your request I've refunded GBP 15.98 (£7.99 X 2 months = £15.98 ). This refund should be
issued to the original payment method within the next 5-7 business days and will appear as a credit on
your next billing statement.
Should you require any further assistance, please write back to us and we'll be happy to help you.

PRODUCT RETURN
I see that you want to return the spray and I’m sorry to hear that you didn't liked the product
quality of spray.
I have checked the order details and see that the product was delivered on Thursday, 8
February 2018 .
Please follow below instructions to get the spray returned and get a full refund.
Access below link Returns Support Centre to be guided through our full policy and to
obtain a printable personalised return label:
https://www.amazon.co.uk/returns-support
Simply wrap the package securely and send it to us according to the instructions provided
on the returns page.
If you're returning items in which you've saved personal information, please erase this
information completely before sending the item back to us.
If you're able to print your personalised return label, please enclose the barcode and fix
the address label to the outside of the parcel. If you don't have a printer, make sure to
enclose a note showing your order number.
Once we've received the item at our Fulfilment Centre, we'll issue you with the
appropriate refund. When the refund is completed in our system, we'll send you an e-mail
letting you know the date, amount and payment details. You can see information about
completed refunds in ‘Your Account’ once you've received a confirmation e-mail from us.
You can view completed refunds in Your Orders, https://www.amazon.co.uk/your-orders, by
selecting "Order Details".
Once your refund has been completed by us, please allow your bank between 5-7 business
days to process it.
You can also view a short video guide on how to return your item:
https://www.amazon.co.uk/gp/help/customer/display.html/?nodeId=1161016]
DOORBELL SMART HOME
Hello,
I'm sorry to know "Ring Video Doorbell" skill isn’t working as expected.
I've checked my resources and found below steps which are to be followed for the skill to work. I
would request you to check if the steps mentioned below are followed or not.
Connecting your echo device to your Fire TV.

****************************************************
- Go to the Alexa app and select the menu bar on the left hand side.
- Click on "Music & Books".
- In the Video category select “Fire TV”.
- Click on "Link your Alexa device" and select the Fire TV which you want to use for "Ring Video
Doorbell" skill and press "CONTINUE".
- A list of all your Echo devices will be shown in the next window, please select the device which you
want to use for the skill and press "LINK DEVICES" and you've connected your echo to your Fire TV.
Linking Skill with FireTV:

******************************************************
- Go to the Alexa app and select the menu bar on the left hand side.
- Click on "Skills" and search for "Ring Video Doorbell" skill.
-Open "Ring Video Doorbell" skill and click on "ENABLE".
-You will be directed to the ring website to link ring account.
-Login to ring account and the skill will be enabled.
- Once the skill is enabled it will automatically search for smart home devices. Select the devices which
you want to connect.
At this point we have set up your cameras to show content on FireTV. You can use commands like
"Alexa, show my front door camera." and video will display on your fire TV.
If you're still facing the issue I'd request you to please reply to this E-mail with any error message that
is shows including any additional information which is available and we will assist you further.
I hope this helps. We hope to see you again soon.
Kindle unlimited non account's
I'm sorry that you've been charged two payment for your subscription ''Kindle Unlimited'' on your
account.
I've checked your account details and see that you've been charged £7.99 in regards with ''Kindle
Unlimited'' subscription recently on this account ''johnpickles51@yahoo.co.uk''.
Also, I’ve checked into the account(s) related to this credit card, and it appears to be someone you
may know with the account ''__@hotmail.com '' where you've been charged on your payment card in
regards with the ''Kindle Unlimited'' subscription. I’d suggest speaking to relatives or close friends who
may be or might have previously been authorised users of your card.
You may also wish to consider the following common scenarios, in case this charge resulted from one
of these situations:
* Do you have a son or daughter away at school who is authorised to use the card? Have you asked
them about this charge?
* Do you have a spouse, friend, relative, or co-worker who has access to your card number and may
have placed an order?
I've e-mailed the person on whose account this charge was found asking them to contact you
regarding the charge.
To help you resolve the issue at the earliest, I've turned off the ''auto renewal'' option and issued a full
refund on your payment card associated to your account so that you won't get charged twice further
on your account.
Once your refund has been completed by us, please allow your bank between 5-7 business days to
process it.
payment details.
I'd request you to please write back to us with the cancellation confirmation so that we can cancel the
subscription on your related account in order to resolve the issue once and for all.
Rest assured, we are here to take care of issues you encounter and we always endeavour to provide
the best service to our valued customers and aim to ensure that the issue is resolved to the fullest
satisfaction.
We look forward to seeing you soon.
KINDLE UNLIMITED CANCELLATION ONE ACCOUNT ONE FREE TRIAL
Hello Libby,
I'm sorry to know about £7.99 unknown charges on your account.
Upon checking your account, I see that the charges £7.99 are related to Kindle Unlimited Paid
Membership active on your account.
The subscription was initiated as a free 3 months trial on 29 December 2017 which later was upgraded
to paid membership on 29 March 2018 charging you the monthly subscription fee of £7.99 for March
to September 2018.
I'd like to inform you that when a free trial of the subscription is initiated, the subscription is set to an
'Auto Renew', This is the reason when the free trial of the subscription gets ended, it gets upgraded to
a paid membership charging you the monthly subscription fee from your payment card.
I see that you only used 3 free ebooks with the subscription during free trial and later didn't use any
benefits of the subscription and unaware of it.
To help you with it, I've cancelled the subscription and issued complete refund of £55.93 ( £7.99 x 7
months) to your original payment method. Refunds usually go through within five to seven business
days and you will see this amount credited on your next statement.
Please be assured that you will not be charged for this subscription in future as I've cancelled the
subscription from my end and set the auto renew to "NO".
Also you will be receiving the subscription cancel confirmation shortly to your email ID.
Let me assure you we're here to take full responsibility for any trouble you've had with your account
questions come up, please reply to this email and I will gladly help you further until everything is clear
as crystal!
We are always here to help you at any point of time you need us.
FFKU cancel
Hello,
I understand that you would like to cancel Fire For Kids unlimited subscription active on your account.
I've checked your account and see that the subscription was activated on 19 July 2018 charging you
monthly charges of £4.99 / month
As you referred the subscription is not in use and would like to cancel it, I've cancelled the subscription
and issued complete refund of £19.96 (£4.99 x 4 months) to your original payment card
Refunds usually go through within five to seven business days and you will see this amount credited
on your next statement.
as crystal!
Hello Robert,
I'm sorry to know that you have been charged in the amount of £7.99 for "Kindle unlimited" subscription instead of
getting 30-day free trial.
I've checked with your account and see that initially on 28 December 2017 you have subscribed for Kindle
unlimited subscription for the first time with which you've got 30 day free trial. Free trial period has ended on 27
January 2018.
Just so you know, Kindle unlimited free trial can be used only once per account. As you already used it from 28
December 2017 to 27 January 2018 you are now not eligible to get free trial. This is the reason when you have
again subscribed to Kindle unlimited on 26 June 2018 you've been charged £7.99 to your account.
As requested, I've cancelled the subscription and issued a refund of £7.99 to your original payment card.
statement.

Hello,
I understand that you would like to know the reason for being charged £7.99 on your payment card.
Please accept my apology for the inconvenience.
I've contacted our technical department and I was informed that your account is safe and secure.
On checking your account and I can see that the charge for £7.99 relates to the " Kindle Unlimited Paid
Membership". You have purchased the Kindle content "Autism, Asperger's & ADHD: What You Need to
Know. A Guide for Parents, Students and other Professional" using the option "Read for £0.00" which
is for Kindle Unlimited subscription users on Sunday, 23 September 2018 and that has triggered the
free trial of Kindle unlimited under your amazon account.
This promotion was free of charge for the 30-day time period listed in the confirmation you received.
As your account was set to "Renew automatically", our system automatically charged you the monthly
membership fee for Kindle Unlimited Paid Membership , £7.99.
Please be informed, Kindle Unlimited is a subscription that allows you unlimited monthly access to
over one million books, audiobooks, and magazine titles. You can read books on any Fire tablet, Kindle
e-reader and Kindle reading app registered to your Amazon account. Magazines can be read on your
Fire tablet, Kindle e-reader, Kindle for Android, Kindle for Samsung, or Kindle for iPhone, iPad and iPod
touch. There are never any due dates and you can keep up to ten titles at a time.
If you still do not want to continue with this membership, please let us know by replying to this email
so that we'll cancel the subscription.
However, before taking any action on your account, I would like to seek your permission for the
cancellation of the subscription. Hence, I request you to reply to this e-mail and confirm that we have
your permission to do cancel and process a refund on your payment card.
I realise that at this point of time asking you to contact us again would be disappointing, but I
appreciate your patience and cooperation in this matter.
Thank you for your understanding in this regard.
PRIME CANCELLATION
Hello Trisha,
I understand that you want to cancel Amazon prime video subscription.
As per your request I've cancelled the subscription from my end. Rest assured you won't be
charged for it
Hello Maria,
I understand that you would like to cancel the prime subscription.
As per your request I've cancelled the prime membership from my end.
Rest assured you will not be charged any amount for it or any time later.
I've already sent confirmation email for it.
SUBSCRIPTION CANCEL
Hello Simon,
I'm sorry to know about £3.99 charges on your account.
I've checked your account and see that the "ITV Hub+" subscription is active on your account. It was
activated from Fire TV stick which is registered to your account. Someone from your family who have
access to device might subscribed to it.
If you wish, I can go ahead and cancel the subscription for you and issue a refund for the same.
However, if I cancel the subscription then you will lose access to subscription contents, for which we
need your permission. We need your confirmation to cancel the subscription if not needed.
Also you can perform below steps to cancel the channel subscriptions on your account.
1. Go to: https://www.amazon.co.uk/myvs
2. Find the subscription you'd like to cancel under "Video Subscriptions."
3. Select the "Cancel Subscription" option and confirm.
2. Press the "Select" button to turn parental controls on or off.

3. Set your parental controls PIN if prompted. Use the "Menu" button to change between sets of
numbers and select "Next" when you're done.
After you set your PIN, you can manage the following parental controls preferences:
PIN Protect Purchases - Require your PIN to authorise purchases from Amazon (including digital items
and physical products).
Viewing Restrictions - Block movies and TV shows from Prime Video and selected third-party
providers, based on their ratings category.
Hello Gary,
I'm sorry to know that you were charged £3.99 for the digital order.
I've checked your account and see that the charges are related to "ITV Hub+ channel Subscription" on
your account.
On further checking your account with our investigation department, confirmed that your account is
safe and secured. Amazon takes all security-related matters very seriously, and your account security is
our top priority. We have polices and security measures in place to ensure that your personal
information remains secure.
Regarding the orders on account, I've found that the channel subscription was ordered from Fire TV
registered with your account.
This could have been due to some accidental purchase done by one of your family member who has
access to the Fire TV.
If you wish, I can cancel the subscription and issue you a refund. But if I cancel the subscription you
will lose access to the subscription content. Before taking any action, we need your permission.
I request you to write us back with the confirmation to cancel the subscription so that we can help you
at earliest with it.
Also, you can setup parental control on Fire TV so that any accidental or unknown purchases can be
avoided.
On Amazon Fire TV access Settings > Parental Controls.
Select Parental Controls and set it to "ON" to access available options.
PIN Protect Purchases:

With this setting turned ON, customers must enter their PIN to authorise all purchases from Amazon
(including digital items and physical products).
Waiting for you response. Please do write us back so that we can help you further with it.
Thank you for you patience and understanding.
Music unlimited CANCEL
Hello,
I'm sorry to know about unknown £10 charges on your account on 30th October 2018. This is
really not what we want our customers to experience.
To check with the charges, I've checked your account thoroughly and found that on 30th October
2018 you were charged for "Amazon Music Unlimited" subscription active on your account and
being charged for the same.
Amazon Music Unlimited is an on-demand music streaming service that offers access to tens of
millions of songs through the Amazon Music app and Amazon Music for Web. You can Listen on
any of your compatible Amazon Music devices (computers, Android, iOS, Fire tablets, Fire TV,
Echo, Echo Dot, Amazon Tap, and supported third-party sound systems). You can also download
songs on mobile devices for offline playback.
The subscription was initiated as a free 30 days trial on Friday, 31 August 2018 which later was
upgraded to paid membership on 30 September 2018 charging you the monthly subscription fee
of £9.99 for September and October 2018 as auto renew was set to "YES".
I see that the subscription is used to listen to music on Fire 7 (7th Gen) with name
"michellecarpenter's 3rd Fire " registered on your account.
However, if I cancel the subscription then you will lose access to subscription contents, for which
we need your permission. We need your confirmation to cancel the subscription if not needed.
I request you to write us back with the confirmation to cancel the subscription so that we can
help you at earliest with it.
You too can check with the subscription on your account by following below steps:
1. Go to: https://www.amazon.co.uk/gp/dmusic/player/settings.
2. Go to the "Amazon Music Unlimited" section to find your subscription.
3. Select the "Cancel Subscription" or "Do Not Continue After Trial" option in your
"Subscription Renewal" details.
4. Confirm the cancellation.
responsibility for any troubles you have with orders, subscriptions and on your account.
Thank you for being part of Amazon family.
Hello, Owen
I'm sorry to know about charges on your account.
I've checked your account and see that "Amazon Music Unlimited" subscription is active on your
account and being charged for the same.
On further checking with account, I found the subscription is activated from device Fire 7 (7th Gen)
registered to your account with name "owencashell's Fire".
millions of songs through the Amazon Music app and Amazon Music for Web. You can Listen on any
of your compatible Amazon Music devices (computers, Android, iOS, Fire tablets, Fire TV, Echo, Echo
Dot, Amazon Tap, and supported third-party sound systems). You can also download songs on mobile
devices for offline playback.
If you wish, I can cancel the subscription for you and issue complete refund for the same. But if I
cancel the subscription you will lose access to the subscription content. Before taking any action, we
need your permission.
I request you to write us back with the confirmation to cancel the subscription if not needed so that I
can go ahead with cancellation.
Waiting for your response. We'll be happy to help you further with it.
ALEXA SKILL
Hello Peter,
I understand that Alexa is unable to help you with the cheapest price of petrol or diesel in
Chester and London using fuel finder skill.
I've replicated the same from my end and see that it will not respond to the command.
As per the skill's ability, it will be able to answer the cheapest price of petrol or diesel nearest to
the location of the device.
For that, you need to update the location (Chester or London) on the device using Alexa
application
To add or update your device's location in the Alexa app:
1. Go to the menu and select "Alexa Devices."
2. Select your device.
3. Select "Device location."
4. To change the country, tap "Change" near the current country. Select the new country and
then tap "Done." Enter the complete address, and then tap "Save."
Once you update the location it will be able to answer the cheapest price based on location
updated by using the command provided on skill.
However, skill will not answer for any other regions.
If the problem persist, please do write back to us so that we can forward the concern to
dedicated technical team to check with the issue and help you soon with it.
Thank you for patience and understanding.
KINDLE SPECIAL OFFERS ON SAMSUNG TABLET
Hello Sheila,
I understand that prime offers aren't appearing on your Samsung tablet. Please do not worry
everything is normal with the offers that are being displayed on your Kindle device and not on
your Samsung Tablet.
Here is why, this is happening. I've checked your account and see that special offers is enabled on
your Kindle Fire. As the special offers is a part of your Amazon Kindle it will be reflected and
bound to your Kindle only.
As samsung it is a different manufacturer you won't be able to get the special offers on Samsung
tablet.
However as a prime member you will be able to purchase books and other contents by installing
Amazon kindle app or Amazon store app on tablet.
In case you have any further concerns or referring to some other thing please elaborate the query
and do write us back.
We will be happy to help you with all your concerns.

ECHO NOT WORKING (FACTORY RESET DONE)
Hello Darren,
I'm sorry to know that Echo plus has stopped responding to your commands.
I've checked with your account details and see that it is under warranty and will be happy to
replace it.
I really appreciate all your efforts to get Echo Plus working. It seems to be some internal
hardware or software issue with the device.
Also I've made a note of the concern on your account so that our team will be having all details
with them for you.
I request you contacting us by phone, so we can verify shipping details with you and ship a new
Echo plus device free of charge at earliest. You can reach Amazon Device Customer Support by
clicking the below link:
https://www.amazon.co.uk/contact-us
When you contact us, please make sure you have the device and any additional accessories (such
as the power adapter) with you.
We will be happy to help you with it soon.
AMAZON MUSIC SUBSCRIPTION CANCEL
Hello Stewart,
I'm sorry to know that you have been charged in the amount of GBP 7.99 on your account.
I've checked with your account and see that the charge is related to "Amazon Music unlimited"
subscription which is free for 30 days. Free trial started on Friday, 30 December 2016 and upgraded to
paid membership on 29 January 2017 .
'Auto Renew', This is the reason when the free trial of the subscription gets ended, it gets upgraded to a
paid membership charging you the monthly subscription fee from your payment card.
If you are unaware of subscription or don't need the subscription you can cancel Amazon Music
Unlimited subscription at any time from Your Amazon Music settings in Your Account:
3. Select the "Cancel Subscription" or "Do Not Continue After Trial" option in your "Subscription
Renewal" details.
You can also do this from the "Settings" menu in the Amazon Music app for Android and Fire tablets.
You'll see your subscription end date on the confirmation screen.
If you find any difficulty, I request you to write us back with the confirmation to cancel the subscription
so that we can go ahead with cancellation.
PRIME MEMBERSHIP CANCELLATION
Hello Donna,
I'm sorry to know that you have been charged GBP 7.99 to your account.
I've checked your account and see that the charge GBP 7.99 is for " Prime Monthly Paid"
subscription. It was activated as a 30 day free trial subscription on Thursday, 10 May 2018. Later
it got updated to paid subscription charging you GBP 7.99 monthly.
Further, I see that there is "Amazon Music Unlimited Free Trial" active on your account. It was
activated on Tuesday, 10 July 2018 as free trial and there are no charges related to this
subscription. Your free trial will end on Tuesday, 10 July 2018.
Please accept my apologies for all the misunderstanding regarding the GBP 7.99 charges on your
account.
If you are unaware of the "Prime Monthly Paid " subscription or don't want to continue with
this membership, please let us know by replying to this email so that we'll cancel the subscription
and issue complete refund for same.
Rest assured, you are not being charged for Amazon Music unlimited subscription.
To check your Amazon music unlimited status or make any changes to subscription, please follow
below link.
Hello Caroline Warren,
I'm sorry to know that you have been charged £7.99 monthly on your Bank Statement for
Amazon Music.
Upon checking your account, I see that the charge which you are referring to is for "Amazon
Music Unlimited Monthly Prime Discount" subscription.
I'd like to inform you that the subscription was activated as a free trail for 30 days on Thursday,
28 June 2018 which later got converted into a paid subscription on Saturday, 28 July 2018 by
charging you £7.99 monthly as the Auto renew option was turned 'ON'.
As you were unaware of the subscription, I've cancelled the subscription and issued a refund for
£7.99 * 2 months (£15.98), this will go through within the next 5- 7 business days and will appear
as a credit on your billing statement.
subscription from my end.
*******************************
Further, I'd like to inform you that Amazon Music Unlimited and Prime Music share similar
features, but are two separate services.
Both give you the option to add titles to My Music, listen to Playlists curated by Amazon's Music
experts and stream personalised Stations. The main difference is that Amazon Music Unlimited
offers access to more music.
With Amazon Music Unlimited, you can listen to over 40 million songs from the Amazon Music
catalogue as long as you have an active subscription. To view available plans and subscription
pricing, go to:
https://www.amazon.co.uk/unlimited
With Prime Music, eligible Prime members automatically get access to selected titles from
Amazon Music as part of their Prime membership, at no additional cost. Prime members can
also subscribe to Amazon Music Unlimited separately. Discounted monthly subscription pricing
and an annual renewal option are available exclusively to Prime members.
If I relate it to myself I can completely understand how frustrating and annoying the situation
can be when something like this happens but believe us it was never our intention. Please accept
my sincere apologies for this.
We would love to hear your feedback on the service provided to you today. Please share your
thoughts via the 'Did I solve your problem?' link below.
Let me assure you we're here to take full responsibility for any trouble you've had with your
account and prevent you from bearing any kind of loss.
Should you require any assistance please feel free to write back to us, we will be happy to assist
you.
Hello Helen,
This is Angie from Amazon Customer Service. It's my pleasure to assist you today.
As requested, I've cancelled your Amazon Prime free trial membership. We're sorry to see you go
but appreciate the time you've taken to try out the benefits of Amazon Prime.
Please be assured that you won't be charged for the membership fee.
Cancelling your membership means that you and your Household members will stop receiving
Amazon Prime benefits. Any new or pending orders may be subject to delivery costs. You’ll also
lose access to Prime Video, Prime Music, and Kindle Owners Lending Library and Twitch Prime
channel subscription. Any photos stored on Amazon Drive will count toward your storage
allowance upon cancellation of your Amazon Prime membership.
You can change your mind and sign up for a Prime membership at any time by visiting our sign-
up page:
You can avail of the same great Amazon Prime benefits for a monthly membership fee of £7.99.
You can sign up for Amazon Prime to be charged on a monthly basis through the following link:
https://www.amazon.co.uk/prime
For more information about Amazon Prime, including the Terms & Conditions, please visit our
Help pages at:
http://www.amazon.co.uk/gp/help/customer/display.html?nodeId=200182130
ECHO WIFI ISSUE
Hello,
I understand that the Echo Dot 2 keeps disconnecting when connected to Wifi. I'm sorry as the
Echo dot is causing connectivity issues and can image how frustrating this can be.
I've checked with your device details and request to perform below troubleshooting to isolate the
issue.
Before you connect your Echo device to a Wi-Fi network, make sure:
- Your Echo device is at least eight inches from any walls and windows and not near any sources
of possible interference (such as microwave ovens or baby monitors).
- You meet the minimum bandwidth requirements for streaming through Alexa. Your Internet
connection needs to be at least 512 Kbps (0.51 Mbps).
- Other devices (such as tablets or mobile phones) can connect to your network. If not, contact
your Internet service provider, network administrator, or the person who set up your network for
assistance.
- (Dual-band routers only) The network name (or SSID) is different for both the 2.4 GHz and 5
GHz band.
If you've checked all these things, follow these steps:
STEP 1: Restart your Echo device and network hardware
You can restart your Echo device, Internet modem, and router to resolve most intermittent Wi-Fi
issues.
1. Turn off your router and modem, and then wait 30 seconds.
2. Turn on your modem, and then wait for it to restart.

3. After you restart your modem, turn on your router, and then wait for it to restart.
4. While your network hardware restarts, unplug the power adapter from your Echo device for
three seconds, and then plug it back in.
After you restart your Echo device and network hardware, try to connect to your Wi-Fi network
again.
In case it didn't work even after above steps please try with below steps.
STEP 2: Reset your Echo device to its factory defaults.
You can sometimes resolve intermittent problems with your Echo device when you reset it. Reset
will set the Echo dot 2 settings as if it was brought out of box.
When you reset your Echo device, any device settings (such as your Wi-Fi network information)
need to be re-entered when you re-register your device.
To reset your Echo device:
1. Press and hold the Microphone off and Volume down buttons at the same time until the light
ring turns orange (about 20 seconds). Then the light ring turns blue.
2. Wait for the light ring to turn off and on again. The light ring then turns orange again, and
your Echo device enters setup mode.
3. Open the Alexa app to connect your device to a Wi-Fi network and register it to your Amazon
account.
I'm positive above steps would get Echo Dot 2 perfectly connected to Wifi without any issues.
In case issue still persist please do write us back so that we can help you further with it at earliest.
We'll be happy to help you.
Thank you for your understanding and patience. We look forward seeing you soon.
UNKNOWN SUBSCRIPTION
Hello Vikki,
I'm sorry to know about the charges on your account.
subscription which came free for one year with one of your Kids tablets registered on your
account . Free trial started on Monday, 26 December 2016 and ended on Tuesday, 26 December
2017 .
Upon completion of one year free plan it got updated to paid subscription, so the charges are
related to "Fire for Kids unlimited".
I can cancel the subscription and issue you a refund but if I cancel the subscription you will lose
access to the subscription content. Before taking any action, we need your permission.
UNAUTHORIZED PURCHASE
Hello,
I'm sorry to know that you were charged for the orders that you didn't purchase.
I've checked with our account security staff and confirmed that your account is safe with us.
Amazon takes all security-related matters very seriously, and your account security is our top
priority. We have polices and security measures in place to ensure that your personal information
remains secure.
Regarding the orders on account, I've found that they're ordered from Fire TV Stick registered
with your account with the name "cheryl's Fire TV stick" with serial no : G070L80773632H49.
This could have been due to some accidental purchase done by one of your family member who
has access to the Fire TV Stick.
As per your request, I have cancelled the orders. Rest assured, you won't be charged. Now the
videos will be removed from the device.
Further to avoid this kind of issues, I request you to kindly enable parental controls on your Fire
TV Stick as given below :
1. Select "Settings" from the Fire TV menu and open "Preferences".

PIN Protect Purchases - Require your PIN to authorise purchases from Amazon (including
digital items and physical products).
Thank you for your patience and support.
Did I solve your problem?
UNSUBSCRIBE FROM AMAZON EMAIL LIST
Hello Carmel,
I'm sorry the disturbance caused to you due to emails from Amazon.
I've checked with your account and made necessary changes to your account and de-registered
your account from Amazon internal email list.
Be assured you will not receive any such emails further.
FOLLOW UP
Hello Dave,
I've checked your previous correspondence with us and I'm sorry for the misunderstanding by
my colleague with your concern.
To help you with it, I've checked your account and see that the promotional code that was sent to
your email contains a 5 x 4 code, however it should be 5 x 5 code to redeem either from console or
website.
To make everything correct, I've escalated the issue with the code to our dedicated technical
escalations team so that the can rectify the error with the code and help us with either a new 5 x 5
code to redeem or get the same code corrected for us without any delay.
I personally apologise for the inconvenience caused to you
For your reference the case ID is 0168787150
For the meantime, I seek your patience and co-operation while we together work on this.
Be assured, I will be contacting you with update from my technical team with the resolution to
the issue once I receive update from them within a day or two.
Hello Dean,
I'm extremely sorry that we are unable to help you till now with the details on the refund credited
to your account.
I can understand your frustration, but I'm making all possible efforts from my end to help you
with it at earliest.
Also, I've been again and again escalating your issue to our investigation team to help me with
the details on the transaction and find out where exact the issue with the refund is as it is showing
completed in system and not yet received at your end so that they can check and help me and you
accordingly.
If it was under my limits, I would have surely helped you without taking this long. As, I too have
to wait from higher investigation team it is taking time for me to respond to you with any
resolution.
Please allow me time so that I can get it sorted with them at earliest to help you with an update.
I seek your support in this regards.
Also you can contact us via free phone or chat so that we can work together on concern in real
time and get it resolved soon.
Hello James,
As per your request, I've forwarded your comments to my higher technical team and waiting for there response with
the answer to why the game was removed from the Kids profile.
I will update you with the information as soon as I receive answer from there end.
I'm extremely sorry that the game was removed, I can understand that as it's a Kids game your child was happy
playing the game as it was suddenly removed he/she will be sad for it.
I hope you understand that it is all agreement between game publisher and Amazon.
I'm personally following up with your concern and will contact you soon.
Also, I'll take this as feedback and forward it to our Amazon's development team as high priority for consideration
so that they can consider it to bring the game back to kids profile. Customer feedback like yours is very important in
helping us continue to improve the experience of using our Amazon service.
It is our privilege to have you as our valued customer & we want to make sure you are always taken care of.
service.
Thank you for being the most valued customer to Amazon.

Your feedback is helping us build Earth's Most Customer-Centric Company.
Hello James,
This is follow up email regarding the issue with the Hot wheels race off.
Thank you for allowing me time to get reason for the game not able to work in child profile.
I've received update from my higher technical team and they found that as it is not included in Kids free time
unlimited app, will not work in child profile.
All the games that are available in Kids free time unlimited category can be loaded in child profile.
As you referred it is completely a Kids game, I'll take this as feedback and forward it to our Amazon's development
team as high priority for consideration as we make future improvements so that our team can contact with the game
developer and get permissions from them to get the game added to Kids profile at earliest.
Please feel free to let us know if there is something more we can address for you on the concern to help you further
with it.
Hello Orna,
I'm sorry to know that you are still unable to get the highlights of the ebooks.
From your previous correspondence with us, I see that my colleague is personally following up
with your concern.
I've informed her that you contacted us with the details on the issue.
Please be assured she will be contacting you soon to help further with the issue.
Hello Aaron,
This is follow-up email regarding your issue with music files not available on your device.
I really appreciate your support and time given to us to isolate the issue for you.
I've received updates by our technical team regarding ticket raised for the concern.
I've checked with your account and see that now all the music files are uploaded by them to your
account . Altogether there are 4014 tracks available on your account.
I request you to perform below steps to get them downloaded to your device and listen to them.
1. Open Amazon Music application on your phone.

2.Sign in with registered account details.
3. Then manually refresh the music library in the Amazon Music app.
Tap the menu button and select “Settings” from the menu. Tap “Refresh Your Music Library”
and wait for the notification in the device’s notification bar.
Allow few minutes to get all songs available on your device.
If you are accessing it via Web browser perform below steps:
You can launch the Amazon Music for Web from the Amazon Digital Music Store or by going
directly to:
https://music.amazon.co.uk
Once sign out and again sign in to your account and check with the available music files.
I'm positive about steps would work and you will be able to see all the music files you purchased.
Also, our team requested you to write us back if any of your purchased music titles are missing so
that they can add them too to your account.
Hello Aaron,
This is follow-up email regarding your issue with music files not available on your device.
I really appreciate your support and time given to us to isolate the issue for you.
I've received updates by our technical team regarding ticket raised for the concern.
I've checked with your account and see that now all the music files are uploaded by them to your account .
Altogether there are 4014 tracks available on your account.

Tap the menu button and select “Settings” from the menu. Tap “Refresh Your Music Library” and wait for the
notification in the device’s notification bar.
You can launch the Amazon Music for Web from the Amazon Digital Music Store or by going directly to:
Also, our team requested you to write us back if any of your purchased music titles are missing so that they can
add them too to your account.
MUSIC FILES NOT LOADING ON ACCOUNT
Hello Aaron,
I'm sorry to know that you are unable to get all the purchased music files on your device.
I've checked with your account and see that the music files you mentioned "Agnes Obel : Aventine; Ashes to
Ashes: Series 3 soundtrack; Take That: The Circus" are all purchased ones.
As per your previous correspondence with us, my colleague tried to upload all the music files purchased to your
account.
I really appreciate all your efforts taken to perform troubleshooting steps to get music back.
As it didn't work, it seems to be some technical issue with the account and cloud.
Not to worry, I'm raising a ticket for you with all the details you shared with us so that our technical team can
investigate it for you and send all the music files to your account.
I'll personally following-up this for you and will email you as soon I get it update from our technical team.
REMOVE LOOK MORE OR HISTORY FROM AMAZON
Hello,
I understand that you wish to disable ''More like'' option from home page on your Kindle
reading application.
These recommendations are based on the content and other items you've purchased, downloaded,
viewed and rated.
Your recommendations will change regularly based on a number of factors, including when you
purchase or rate a new item or content, as well as changes in the interests of other customers like
you.
As per the details shared by you I would request you to perform below steps to get the More Like
contents changed.
1. Access https://www.amazon.co.uk/gp/css/homepage.html?ref=nav_youraccount_btn
Login to your account.
On above page click on "Advertising Preferences" under section "E-mail alerts, messages, and
ads"
2. Select "Do not show me interest-based ads provided by Amazon" and click on submit option.
3. Then access https://www.amazon.co.uk/gp/yourstore/iyr/
There beside items you purchased you will see a check box and rating option . Select the check
box "Don't use for recommendations" for all the products there.
This will save your recommendations.
Now open kindle reading application on your device and then de-register account from
application and restart your Kindle app.
Once restarted you download other book samples and download more books so that the new
recommendations will be updated and old ones will be removed.
I'm positive above steps would work fine for you.
Should you require any further assistance, please feel free to contact us. We will be happy to help
you.
Clear watch history
Hello,
I understand that you would like to clear the watch history in Video application on iOS device.
To delete the watch history you can access the below link from the browser and remove the
watched items.
Access https://www.amazon.co.uk/gp/video/settings/ and login with your Amazon credentials and

then click on the Watch history tab there . It will open the list of all the videos watched on your
account.
Below each video you will find option "Remove this from watched videos" click on it to remove
them from your history. Once you click on it the blue color of the option will turn to brown color.
Also you can rate the video and select if you don't want to see similar videos in your
recommendation from the "Your Rating" option on extreme right of webpage in front of video
name.
Once done open the video application on iOS device and de-register and re-register to the
application so that the changes can be updated to your application.
I'm positive above steps would work fine for you.
Should you require any further assistance, please feel free to contact us. We will be happy to help
you.
AMAZON SEASON EPISODES

Hello Saiza,
I understand you are concerned with the episodes for "Empire Season 4, Episode"
Yes, it's normal that there are 17 episodes available right now.
As per the release and availability dates of the previous episodes on Amazon, it follow a sequence of
one week gap before next episode is available. As the 17th episode was available on 31st May, I'm
positive the next episode would be available by 7th June.
Also there is a 15 days gap between the episode aired by original network and same to be available on
Amazon prime.
Not to worry, I've checked with the available episodes and see that the next episode will be available
close to 7th June.
The episode will appear in Your Video Library automatically when the episode is available.
Should you require any further assistance, please feel free to contact us. We will be happy to help you.
AMAZON VIDEO SUBSCRIPTION CANCELLATION AND PIN SETUP
Hello,
I'm sorry to know about unknown order D01-4175228-4623011 on your account.
I've checked your account and see that the order is placed from device "mr's 2nd Sony
Playstation 3" on Wednesday, 30 May 2018.
As you referred it was placed without your knowledge, I've cancelled the purchase from my end
and issued a refund of £3.49 for the same to your account.
A
lso I request you to setup PIN for parental control by accessing below steps so that you can avoid
accidental or unknown purchases for videos without your permission.
1. https://www.amazon.co.uk/pin
Enter 4 digit PIN and enable PIN on purchase option
Should you require any further assistance, please feel free to contact us . We will be happy to help
you.
SUBSCRIPTION REFUND
Hello Helen,
I'm sorry to know that you have been charged amount of GBP 7.99 on your account .
I've checked your account and see that the charges are related to Amazon music unlimited
subscription,.
The subscription was initiated as a free trial on 28 April 2018 and later is updated to paid
subscription. I see someone from your family might have accidentally enabled the Amazon music
membership from Fire tablet which is registered on your account.
I've cancelled the subscription from my end and issued a refund of £7.99 to your original
payment card
credited on your next statement
CANCEL SUBSCRIPTION CALL US BACK
Hello Elizabeth,
I'm sorry to know about charges for "Fire for Kids Unlimited" subscription on your account.
I've checked your account and see that the "Fire for Kids Unlimited" subscription was active on
your account. It was activated from the fire tablet which is registered to your account. Someone
from your family who have access to device might subscribed to it
As per your request I've cancelled the plan. Be assured you won't be charged for it anytime later.
Also I've issued a refund of £4.99 to your original payment card for the same.
Also I see that "Prime Monthly Free Trial " subscription is active on your account. Free trial will
end on Friday, 22 June 2018 .
Also you can click on below link that helps you with the steps to manage the subscriptions on
your account.
https://www.amazon.co.uk/gp/help/customer/display.html?nodeId=200421650
At the bottom of this email, you have the option to provide feedback on how our service has been
today. It only takes a few seconds and I’d greatly appreciate it!
KINDLE FROZEN NOT RESPONDING
frozen screen
Hello Lorna,
I'm sorry to know that Kindle device is frozen and isn't responding.
I request you to perform below troubleshooting steps to isolate the issue with the Kindle:
Let's hard restart your device. Restarting can solve any glitch and other intermittent problems
you're experiencing with your device."
To restart your device:
1. Connect the device to a power adapter.
2.
Press and hold the Power button for 40 seconds. If the device restarts before 40 seconds have
passed, release the Power button.
If the device doesn’t restart, release the Power button, and then press the Power button again to
turn on the device.
In case above steps won't get Kindle back to work you need to perform hard key reset on device
and check.
These steps will delete all data, settings, and content on device and complete operating system of
Kindle will be reset as new.
We need to perform these steps by connecting Kindle with either Windows or Mac. Please check
with the below steps
For Windows:
1.Connect the Kindle to a computer via a USB-cable.

2.Create an empty file in the root directory called DO_FACTORY_RESTORE.
3.Remove the extension from the DO_FACTORY_RESTORE file.
4. click on the “Start” menu.
5. Now type “Folder Options” on the Search Bar and select it.
6. Select the “View” tab.
Make sure “Hide extensions for known files” is unchecked.
7.Click “Apply”.
8. Eject the device safely (this should be in the taskbar on Windows - right click on an icon and
select "Safely Remove Hardware" - then click on it and select the Kindle.
9. Restart the Kindle by press and hold the Power button for 40 seconds.
For Mac:
1. Connect the Kindle to the Mac via a USB-cable.
2. Open the Finder > Applications > Utilities > Terminal.
3. The Terminal will open with the Mac's name followed by $.
After the $ symbol enter “touch DO_FACTORY_RESTORE” and then press enter.
4. Search for the file “DO_FACTORY_RESTORE”.
5. Once the file is found copy it to the Kindle root folder.
6. Eject the Kindle from the computer (Command + E).
7. Restart the Kindle by press and hold the Power button for 40 seconds.
Once above steps are performed check with the Kindle.
In case you find any difficulty, please do contact us via chat or phone so that our dedicated
technical team can help you with advance troubleshooting steps and help get Kindle back to
work.
Please access below link to contact us via chat or phone:

FOLLOW UP
Hello Fiona,
I'm sorry as you are unable to download songs to your Kindle Fire.
I've checked the account and see that there are 990 songs available.
As you've tried with all possible troubleshooting steps and those did not work, it seems to be some
technical issue with the account .
I have raised the issue to the concerned department and I'm personally following up this matter.
Once I receive an update from our technical team we'll provide you the troubleshooting.
In the meantime I request you to perform below steps on Kindle Fire
1. Swipe down from the top of your Home screen and tap "Settings".
2. Tap "Apps & Games," then "Manage All Applications".
3. Swipe left until the "All" tab is displaying.
4. Tap "Amazon music" and select "Clear Data".
Should you require any further assistance, please write back to us and we'll be happy to help you
MUSIC NOT ON DEVICE FROM CLOUD
Hello Fiona,
I'm sorry to hear about the issues you have to face with accessing your purchased music on your
Fire Tablet.
It looks like the songs aren't downloaded from the cloud. To get this sorted for you, I request you
to clear data for the Amazon Music app.
To clear data please follow the below steps :
1.Go to the device settings.

2.Tap 'Apps and Games'
3.Select 'Manage All Applications'
4.Swipe left until the "All" tab is displaying.
5.Tap 'Amazon MP3'
6.Select both 'Force Stop' and 'Clear Data'
Once done, please hard restart the device using the below steps :
1. Press and hold the Power button for a full 40 seconds. Your device will shut down while you
hold the Power button, which is normal.
2. After 40 seconds, release the Power button.
3. Press the Power button again to restart your device.
Once the device is on, please get back to the home screen. Tap "Music" and get started with the
app. Also, please ensure you've got strong wifi connection when performing this step. Post this
please allow some time while all the songs download from the cloud and synchronizes properly.
Further, I see there is a patch software update on your Fire Tablet. I request you to complete the
update using the below steps :
You can check this on your Fire tablet by swiping down from the top of the screen to open the
Quick Settings menu, and then tapping the Settings (gear) icon.
To update your device, make sure you're connected to a Wi-Fi network and that your battery is
fully charged,, also please leave the device as it is for 30 mins. . From the System Updates screen,
tap Check Now. The software update will download in the background and will be applied once
download is complete and the device is sleeping.
Please try with the above steps and this should help resolve the issue. However, if the issue still
persists I request you to get back to us by reaching us on call so that we'll gather more
information on this and help you further with real-time assistance and if the issue persists, we'll
escalate this to our technical team for further assistance.
You can contact Customer Service by clicking on the "Contact Us" button on any of our Amazon
Music Help pages:
www.amazon.co.uk/amazonmusic/help<;https://www.amazon.co.uk/gp/f.html?
C=OG4RRSMVKVAC&K=5TYPBGPNDRY6&M=urn:rtn:msg:2...;
It is our privilege to have you as our valued customer. You are certainly the type of customer that
we would like to retain.
Rest assured we are here to help you in all possible ways. We hope to see you again soon.
MUSIC DOWNLOAD ISSUE TT

Hello Aaron,
I'm sorry to know that you are unable to get all the purchased music files on your device.
I've checked with your account and see that the music files you mentioned "Agnes Obel : Aventine;
Ashes to Ashes: Series 3 soundtrack; Take That: The Circus" are all purchased ones.
As per your previous correspondence with us, my colleague tried to upload all the music files
purchased to your account.
I really appreciate all your efforts taken to perform troubleshooting steps to get music back.
As it didn't work, it seems to be some technical issue with the account and cloud.
Not to worry, I'm raising a ticket for you with all the details you shared with us so that our technical
team can investigate it for you and send all the music files to your account.
I'll personally following-up this for you and will email you as soon I get it update from our technical
team.
BBC iPLAYER
Hello Stephen,
I'm sorry to know you are experiencing issue with the BBC iplayer application on Kindle Fire HD (3rd
Gen) with name "Stephen's Kindle" registered on your account.
I've checked with the application and see that the application "BBC iplayer" app as of now is no longer
supported on Kindle Fire.
BBC app developer requested the withdrawal of the BBC iplayer app from Amazon appstore, as they
were retiring legacy technology and would no longer be supporting the app. As the app is taken back by
application developer, we'll be unable to use it right now.
BBC developers has updated the application and came up with application called as "BBC Media
Player" to play TV and Radio programmes (and clips) from www.bbc.co.uk and the BBC iPlayer app.
You too can access below link and from the left panel under "Apps by Fire Tablet Model" select Kindle
Fire HD (Previous Generation) and you will see that the application BBC iplayer will not be displayed
as it is not compatible now, instead you will see BBC media player application.
https://www.amazon.co.uk/s/gp/search/ref=sr_nr_p_n_feature_two_brow_14?fst=as%3Aoff&rh=n
%3A1661657031%2Ck%3Abbc+iplayer&keywords=bbc+iplayer&ie=UTF8&qid=1535160922
To install the BBC media player, I request you to access below link and then click on "deliver to"
option and select your kindle device so that it will be sent to your device and you can access it. Also
you can install the "BBC Media player" application directly from Amazon appstore on tablet.
https://www.amazon.co.uk/BBC-MEDIA-APPLICATIONS-TECHNOLOGIES-
LIMITED/dp/B009SQRRCG/
Also, you could look at alternative apps such as "All News" by LondonNut Ltd.
"All News" has BBC News and news from other news providers. You can find more information on the
“All News” app by searching for “All News” on the Appstore on your Fire Tablet or by going to:
https://www.amazon.co.uk/LondonNut-Ltd-All-News/dp/B00G6L356I/ref=sr_1_10?ie=UTF...
Thank you for being Amazon valuable customer.
App feedback
Hello,
From your email, I understand that you are concerned with installing the "Tagged" application on your
tablet.
To help you with it, I've checked my resources and sorry to inform you that as of now "Tagged"
application is not available in Amazon appstore to download on your fire tablets. I would have surely
helped you with the information to install the application if it was available on Amazon appstore or
there was any alternative way for it.
I would like to inform you that application developer develops the application and the compatibility
depends on how they programmed the application to support hardware and software of the device you
are using it on.
In this situation, to make things right,I have summarised and forwarded your comments expressing
your desire to be able to use the application on your tablet to our development team. They will consider
your comments and try to have better agreements with the app developer and make all possible efforts
to make it compatible and available on Amazon appstore so that you can install the application and use
it
Rest assured, we are here to take care of issues you encounter and we always endeavour to provide the
best service to our valued customers and aim to ensure that the issue is resolved to the fullest
satisfaction.
Once it is made available, you will able to see use the application.
I seek your patience and understanding while we work on it.
Hello Liza,
I understand that you would like to install application on your tablet using Google store.
I would like to inform you that, on all Amazon fire tablets, we do have inbuilt Amazon appstore that
contains and shows you all the applications that are compatible with the device you are using. Amazon
appstore is available on all Amazon Fire OS devices. It is necessary to install various applications on
tablet.
Google store/Google play store is the one that is available on the devices with Android Operating
System.
Application compatibility depends on app developer on how they programmed the application to
support hardware and software of the device you are using it on.
As on Android phones applications are installed from Google playstore and all the application updates,
in-app purchases and installation uninstallation process are managed from the Google play store,
Similarly Amazon app store is used to manage the application installed from Amazon appstore.
This Amazon appstore is used to manage the applications like update, in-app purchases and other
actions. Also you can use the Amazon account which is linked to Amazon appstore to buy in-apps so
that you can get all applications at one place and also easy for you to manage.
So, it is necessary to install the applcations we need from Amazon appstore on tablet.
Also, I see that the application "Puffin" web browser is not yet supported by Amazon fire tablets and is
not available in Amazon appstore.
As per your interests and demand, I have summarized and forwarded your comments expressing your
desire to be able to use the Puffin browser on Fire tablet to our Amazon development Team. They will
consider your comments and try to have better agreements with the app developer and get the app
added soon to Amazon appstore to use.
As soon as we have any information regarding the same, we would communicate the same through our
website and also if possible through any means of communication.
I'd request you to give us some time, customer interests and feedback is always looked in depth here at
Amazon. We'll surely try an action upon your request as soon as possible.
customer with the best of our service so we can ensure that we fulfil of their needs, however sometimes
we fail to do so due to factors out of our control.
I seek your patience and support while we work on it.
BBC APP NOT SUPPORTED / APP FEEDBACK FORM
Hello,
I'm sorry to know that the BBC application has stopped working on Kindle device.
I've checked with the application and see that the application "BBC News" app is no longer
supported on Kindle Fire.
As the app was compatible previously and now it's not working, there might be changes made by
BBC to the application.
In this situation, to make things right, I’ll forward your comments as feedback to dedicated
department and will work on into to make this app available as soon as possible . They will look
into this and sort it out so that other customers won't face the same issue.
I would also like to thank you for bringing this to our attention. Customer feedback like yours
really helps us continue to improve and provide better service to our customers.
Once it is made available, you will able to see use the application as before.
Hello Celia,
I'm sorry to know you are experiencing issue with the BBC news application.
I've checked with the application and see that the application "BBC News" app as of now is no
longer supported on Kindle Fire.
BBC News app developer requested the withdrawal of the BBC News app from Amazon
appstore, as they were retiring legacy technology and would no longer be supporting the app. As
the app is taken back by application developer, we'll be unable to use it right now.
Once updated application will be released by BBC News app developer, you will be once again
able to use it with new features.
I do understand, it's really annoying and inconvenient as the BBC delivers great news and now it
is not available
Meanwhile, as an alternative you can use Silk browser on Kindle Fire to access BBC news using
below link:
https://www.bbc.com/news
"All News" has BBC News and news from other news providers. You can find more information
on the “All News” app by searching for “All News” on the Appstore on your Fire Tablet or by
going to:
In this situation, to make things right, I’ll forward your comments as feedback to dedicated
department and will work on into to make this app available as soon as possible . They will look
Customer feedback like yours really helps us continue to improve and provide better service to
our customers.
Hello,
I'm sorry to know that you are experiencing issues in updating the iTV hub application on Kindle Fire HDX (3rd
Gen) tablet with name "Mrs's KindlePam" registered on your account.
I've checked my resources and see that the application iTV player" app is no longer supported on your tablet.
That's the reason even after deleting and reinstalling the application it is asking to update and the update is unable
to install on tablet.
Application compatibility depends on app developer on how they programmed the application to support hardware
and software of the device you are using it on.
As the app was compatible previously and now it's not working, there are changes made by iTV application
developer to the application causing the issue.
You too can access below link and from the left panel under "Apps by Fire Tablet Model" select Kindle Fire HDX
and you will see that the application will not be displayed as it is not compatible now.
%3A1661657031%2Ck%3Abbc+iplayer&keywords=bbc+iplayer&ie=UTF8&qid=1535160922
In this situation, to make things right, I’ll forward your comments as feedback to dedicated department and will
work on into to make this app available as soon as possible . They will look into this and sort it out so that other
customers won't face the same issue.
Customer feedback like yours really helps us continue to improve and provide better service to our customers.
We would never want to disappoint a valued customer like you and we always endeavour to assist our customer
with the best of our service so we can ensure that we fulfil of their needs, however sometimes we fail to do so due
to factors out of our control. Not to worry, as we've forwarded your feedback too, I'm positive our development
team will get in touch with the app developers and resolve it at earliest.
I seek your patience and understanding in this regards.
You could look at alternative apps such as "All News" by LondonNut Ltd. "All News" has BBC News
and news from other news providers. You can find more information on the “All News” app and check
whether your device is compatible by searching for “All News” on the Appstore on your Fire Tablet or
by going to:
Should you need further assistance, I suggest you to contact us at Amazon.co.uk so that we can look
into your issue and we will be glad to investigate the issue further and assist you accordingly.
I request you to contact us via phone, chat, or e-mail, please use the following link, we’ll be happy to
help:
https://www.amazon.co.uk/gp/help/customer/contact-us
Rest assured, we are here to take care of issues you encounter and we always endeavor to provide the
satisfaction.
foundation on which our company was built. Be assured that we'll continue working hard to ensure that
you receive accurate service, and also to minimize the chances of anything like this occurring again.
If you face any issues in future or if you need any further assistance, then please contact us and we'll
make sure that we resolve it to your satisfaction.
We would never want to disappoint a valued customer like you and we always endeavor to assist our
customer with the best of our service so we can ensure that we fulfillall of their needs, however
sometimes we fail to do so due to factors out of our control.
To reach an Amazon support specialist directly via phone or chat, please click the Contact Us button in
the right-hand column of our Amazon Help pages:
https://www.amazon.co.uk/gp/help/contact-us
Select the "Phone" tab, enter your number, and we’ll call you right back. If you want to chat with us,
click on the "chat" tab.
If you would like to contact us regarding this issue, we also offer “Call Me” feature which enables us to
contact you via phone at your convenience.
When you visit our Amazon support pages, click the "Contact Us" button on the right side of the page.
Then click the "Phone" tab and enter your phone number in the window.
Choose the most convenient time from the options available, click "Submit," and we'll call you right
back.
(0151298518 ticket ID)
Contacting us through the website allows you to verify security before a call is placed and ensures we
have your account information ready when we call you.
We're also happy to help you over the phone. Visit our Help pages (http://www.amazon.co.uk/help),
click the "Contact Us" button, enter your phone number through the Phone tab, and we'll call you.
We're available 24 hours a day, 7 days a week.
Here's how:
1. Visit www.amazon.co.uk/help.
2. Click the orange color "Contact Us" button on the main Amazon Help page.
3. Please sign in into your account.
4. Click the "Call us" button from ‘How would you like to contact us’ after the appropriate issue
selection.
5. For Call us, select your country and enter your phone number in the window. Choose a time frame
("Right Now" or "In 5 minutes") and click "Submit." We'll call you right back!
To contact us via phone:


Or you can contact us on our international number (charges may apply): +44 203 356 6212
We're available 24 hours a day, 7 days a week.
Have a wonderful Thursday and have a lovely week further.
We look forward to seeing you again soon.
(0151298518 ticket ID)

CANCEL SUBSCRIPTION NEW
Hello,
I'm sorry to know about the charges on the account.
I've checked your account and see that the charge of £1.99 is towards Fire for Kids subscription
which is active on your account.
The charge of £7.99 is towards prime subscription which is active on your account.
However, the charge of £6.99, I am unable to locate this charge on your account, instead I see that
the charge of £6.49 towards a retail order.
If you are unaware of these subscriptions or do not want to continue with this membership,
please let us know by replying to this email so that we'll cancel the subscription for refund.
cancellation of the subscription. Please understand that we would like to provide the efficient
service to your satisfaction.
Also, the £6.99 charge which you've mentioned, I request you to mention any order number or
the annotations next to the charge and the date of charge, so that we can try locating the charge
on your account.
Thanks for your patience and understanding this regard.
PRIME VIDEO NOT AVAILABLE
Hello Kim,
I'm sorry to know that you are unable to download "Harry Potter and the Chamber of Secrets".
I've checked our Amazon video catalogue and see that the video is currently unavailable on
Amazon video catalogue.
I see that you have a great collection of Harry potter series and the above one is missing in your
collection.
If it was possible, I would have surely helped you with the video right away.
As per your interests and demand, I've sent your feedback to the relevant department to look into
this. We're always looking to give out customers maximum options on our store and will surely
try to add "Harry Potter and the Chamber of Secrets" to Amazon video catalogue so that you
can enjoy the movie.
I'd request you to give us some time, customer interests and feedback is always looked in depth
here at Amazon. We'll surely try an action upon your request as soon as possible.
Video availability depend on our agreements with content owners. Be assured we're constantly
working to enhance our agreements so we can offer the largest selection of movies and TV shows
possible.
Hello,
I understand that you are concerned with availability of season 3 of Transparent in Amazon prime video.
I've checked our prime video catalogue and see that the video is currently unavailable on Amazon video catalogue.
The reason why we do not have the season 3 available is because the content owners have not made these
episodes available to us so that we can provide the same to our customers. Please do understand that this was
never intentional. If it was possible, I would have surely helped you with the video right away.
As per your interests and demand, I have summarized and forwarded your comments expressing your desire to be
able to stream the season 3 of Transparent using Prime to our Amazon Video Business Team. They will consider
your comments and try to have better agreements with the content owners and get the season added to the Prime
Catalog pretty soon.
As soon as we have any information regarding the same, we would communicate the same through our website
and also if possible through any means of communication.
I'd request you to give us some time, customer interests and feedback is always looked in depth here at Amazon.
We'll surely try an action upon your request as soon as possible.

UNKNOWN CHARGES
Hello Pamela,
I'm sorry for all the misunderstanding regarding charges on your account related to subscriptions.
I've in depth checked with your account and see that charges you are referring to on 21st May is for
Amazon Prime subscription, which was charged £7.99 on Visa Card of Pamela smith.
Also, I see Kindle unlimited subscription is active on your account. Subscription charges are £7.99.
At first, we tried to charge £7.99 for the Kindle unlimited subscription on Visa Debit Card of Pamela
smith, but as the bank has declined we were unable to charge the card. So, the charge was deducted
from Master card of " MR B J SMITH" registered on your account on 6 June 2018.
It seems you received different message regarding authorization and deduction on your card which is
creating misunderstanding.
Be assured everything is fine and you have been only charged once for each subscription.
As of now both Amazon prime membership and Kindle unlimited subscription are activated on your
account.
If you wish, I can cancel the subscription if not needed and issue a refund for the Kindle unlimited
subscription charges deducted from Master card of " MR B J SMITH" registered on your account.
However I need your confirmation before performing any actions.
Should you require any clarifications, please do contact us back with your confirmation so that we can
help you at earliest.
We look forward seeing you soon.

When you visit our website and select Contact Us, click on the "Phone" tab, enter your number,
and we’ll call you right back. For chat, please click on the "Chat" tab on the Contact Us help
page.
INSTALLMENT PLAN
Hello Debbie,
I'm sorry to know that you are experiencing issues while placing order for Echo device on monthly
payment basis.
Thank you for liking Amazon Echo device and I really appreciate your interest in Echo devices.
As per the installment plan limitations and policy, only one product can be purchased in each category.
(Kindle e-readers, Fire Tablets, Fire TV, Echo devices) from one account.
I've checked your account and see that as you have already purchased Echo on Installment Plan, that's
the reason you are unable to purchase one more Echo device.
If there was any possible solution or way to purchase one more Echo on same account, I would have
surely helped you with it.
As an alternative you can use other account like of someone from your family member to make
purchase.
You can check your eligibility and find products available for purchase by installments by visiting:
https://www.amazon.co.uk/amazondeviceinstallments
For more information about eligibility criteria, visit the Terms & Conditions Help page here:
We always look to improve our customer experience. I will surely take your comments as feedback and
update the limitations of the installment plan to our dedicated team so that they can look into it and
come up with more ways to make installment plan more convenient for all our customers to use.
I’m sorry that we weren’t able to meet your expectations this time around. I hope that you will allow us
another opportunity to serve you in the future.

DELIVERY DELAY
Hello,
I am sorry that your order delivery date seems to be on Monday, 10 September 2018 - Thursday,
15 November 2018 though the item is in stock.
I apologise for any inconvenience this issue has caused.
I've checked our records and can see that "Echo Plus – With built-in smart home hub (Black)" is
in stock.
In this case, I've escalated this to our technical team and once we get the reply from them we will
update you regarding the issue.
Thanks for your patience and understanding in this regard.
APPSTORE IN OTHER LANGUAGE
Hello Antoine,
I understand that you want to change the language of Kindle App store.
I've checked with your account settings and see that you current settings is updated to United Kingdom.
I found that your payment card is not updated. I request you to update your 1- click settings and add a card of
United Kingdom.
You can perform below steps to update payment card details:

Login with your account credentials.
2. Click on "1-click settings" under "More ways to pay".
3. Also you can edit 1-click settings and change payment card and add new card from same menu.
Once done, I request you to uninstall and re-install Kindle app store on your device and check with the language.
I'm positive the language would be changed to English.
In case you find any difficulty, please write us back so that we can help you with the concern at earliest.
We are always here at any point of time you need us.
MINECRAFT GAME
Hello Michelle,
I'm sorry to know that you are experiencing issue with the Minecraft coins purchased.
I've checked your account and see that the coins were purchased.however due to some technical
reasons it was not delivered to your app.
Not to worry, I've issued a refund of £9.99 to your original payment method, and request you to make
new purchase for the coins.
Your ££9.99 refund should go through within the next five to seven business days and will apply to the
payment method used for the purchase.
In case if you face any issues with new order or should you require any further assistance, please write
back to us and we'll be happy to help you.
Hello Terry,
I'm sorry to know that you are experiencing difficulties to get the "High Roller Coins Package".
I've checked your account and see that the coins were purchased, however due to some technical reasons it was
not delivered to your app.
Not to worry, I've issued a complete refund of £79.99 to your original payment method and my colleague also
refunded a £79.99 to your original payment card.
Your £159.98 (£79.99 x 2) refund usually go through within five to seven business days and you will see this
amount credited on your next statement.
As the coins are not being able to delivered to your device, I request you to perform below troubleshooting steps to
get it to work.
1. Make sure the Appstore app is up to date by performing below steps:
--Tap "Amazon Appstore" to launch the Appstore app.

--Select "Account", and select "Settings".
--The version is displayed at the top of the screen.
--Tap "Check For Update" to see if there is an update available.
2. Clear Appstore data by following below steps:
-- Swipe down from the top of your Home screen, and tap "Settings".
--Tap "Applications", then tap "Manage All Applications".
-- Tap on the drop-down menu at the top and make sure "All Applications" is selected.
--Tap "Appstore" and select "Clear Data.
Once done restart the device, then try re-purchasing the coins.
Alexa skill not working
Hello Kevin,
I'm sorry to know that you are experiencing issue with the Alexa " Question of the day" skill.
I would like to inform you that it might be due to some technical issues with Alexa skill itself.
To resolve this issue, I request you to disable and enable the skill which will resolve any intermittent
issues with Alexa.
To do so,
1. Open the Alexa app.

2. Open the left navigation panel, and then select "Skills."
3. Select "Your Skills."
4. Scroll through the list and tap the skill.
5. Select "Disable Skill" and confirm on the next screen.
6. Select "Enable."
7. After you enable the skill again, restart your Alexa device.
8. After you restart your Alexa device, try to use the skill again.
In an unlikely event if issue still persists, please do write us back so that we will help you further.
We are always here at any point of time you need us.
ALEXA NOT UNDERSTANDING WORD SNOOZE
Hello,
I'm sorry, but I wasn't able to determine exactly what kind of help you need from your email.
In case, if you have any issues with Alexa not understanding word "snooze", please reply to this email with more
information about the issue to help us assist you further. It would be helpful to know:
- Question or command you have asked.
- The device's response to your question or command.
- What Alexa heard-
1. Go to https://alexa.amazon.co.uk/
2. Login with your Amazon credentials.
3. On home page click on "more details" beside the Alexa card and check the words under "Alexa heard:"
I'm sorry for making you to contact us again, but please be assured this is the best way to assist you further.
You can also contact us via chat or phone support by accessing below link:
When you contact us, please make sure you have the device and any additional accessories (such as the power
adapter) with you.
Amazon book on iOS

ebook ios purchase
Hello Richard,
I'm sorry to know that you are experiencing issue with purchasing books on iOS.
I would like to inform you that, in order to comply with Apple policy, option to the download complete
book is not included within the Amazon kindle app. This is the reason you are only able to download
sample books
However, you can still shop as you always have – launch the Safari browser on your iPad, iPhone or
iPod touch and visit the Kindle Store at:
www.amazon.co.uk/gp/aw/kindle/storefront
The Kindle Store for Safari that is optimised for your Apple device allows you to shop for Kindle
content on your mobile device and then read it instantly using the Kindle application or any Kindle
device registered to your Amazon.co.uk account.
For easy access in future, you may bookmark the link in Safari browser on your iOS device.
I hope this helps. We look forward to seeing you again soon.
Hello Janie,
I'm sorry to know you are finding it difficult to buy and download "Swimming Lessons" kindle edition
on iOS.
The buy and download option from the Kindle iOS app is unavailable due to restrictions and limitations
as per Apple application policies.
That's the reason you are unable to buy the content from Kindle app.
Yes, you can view the sample books from the application on iOS and as an alternative use Safari
browser on iPhone to buy and download book.
The Kindle Store for Safari that is optimized for your Apple device allows you to shop for Kindle
content on your mobile device and then read it instantly using the Kindle application or any Kindle
device registered to your Amazon.co.uk account.
If you would like to purchase Kindle content on your iPhone or iPod touch, open the Safari browser on
your device and go to:
www.amazon.co.uk/kindlemobilestore
Once you find a title and tap Buy, choose "Read in app" to read the book in your Kindle reading app, or
choose "Read in browser" to read in Kindle Cloud Reader.
For more information about using Kindle Store for Safari, including a how to video, visit our Help
pages at:
http://www.amazon.co.uk/help/kindleapp
PURCHASE AND CONTACT US BACK FOR REFUND
I'm sorry for the unpleasant experience you've had earlier with Amazon support team.
I understand that you want to purchase Kindle Fire HD 8 with 15% discount.
I've checked my resources and I could see that 15% promo discount is applicable on your
account. Please go ahead with the purchase as soon as possible. I'm sure, you'll be able to see the
discounted price at the time of checkout.
If this doesn't happen, purchase the Kindle Fire and share the order ID with us and we will
refund you that 15% of your device's price.
We always want all our customers to be happy by our services. Thank you for being loyal
Amazon customer.
SPECIAL OFFER
Hello Michael,
I understand that you want to purchase a Kindle paperwhite at £89.99 without advertisements.
I really appreciate your interest in kindle paperwhite device.
As you are our valued customer, I have made a one-off exception to our normal policy and would
like to offer you £10 discount on Kindle paperwhite device- without special offers.
I request you to go ahead and order Kindle paperwhite without offers that will be for £99.99
(without advertisement). Once ordered, I request you to immediately write back to us with the
order details so that we will edit the order price to £89.99
Please access below link to go ahead with purchase:
https://www.amazon.co.uk/Amazon-Kindle-Paperwhite-6-Inch-4GB-E-
Reader/dp/B00QJDU3KY/ref=sr
In this way, same Kindle will cost you £89.99 that too without advertisement.
Amazon customer.
Hello Nichola,
I understand that due to ads on the screen you are unable to change the screen saver on tablet
Fire 7 (7th Gen) registered on your account.
To help you with it, I've checked your account and see that the ads are special offers shown on
your tablet Fire 7 (7th Gen).
I've checked our records and I can see that you've purchased the Kindle which includes Special
Offers.
Just so you know, there are two versions of Kindle device.
* With Special Offers

* Without Special Offers
By delivering these Special Offers to your device, we're able to offer Kindle models with Special
Offers at a lower price. This is the reason that your Kindle device is 10.00 GBP lesser than the
device which is "Without Special Offers" at the time of purchase.
The system will charge £10 for removing Special Offers from Kindle Fire.
As you are valuable customer of ours and part of Amazon family, I've made a one-off exception
to our normal policy and removed the Special offers ads shown on your tablet without any
charges.
I request you to connect your Kindle Fire to Wi-Fi and de-register and re register the tablet and
restart it in order to reflect the changes we made to the Special Offers
To de-register:
1. Swipe down from the top of the screen to open Quick Settings and then tap Settings.
2. Tap My Account.
3. Tap De-Register.
4. Re-register the tablet with Amazon credential and restart it.
I'm positive the Special offer ads will be permanently removed from your device.
However, also if there are third party application you install from Amazon appstore may show
you ads on screen. If this is the case then please do write us back with confirmation so that we
can further help you with it without any delay.
responsibility for any troubles you have with orders, subscriptions, devices and on your account.
clear as crystal!

Hello,
Thank you for writing us back with the details on the charges that you were referring to.
I've checked your account and see that the charges £10 are for the opting out of special offers on
your tablet Fire 7 (7th Gen) to remove Special Offers ads from your Kindle Fire.
I've checked our records and I can see that you've purchased the Kindle which includes Special
Offers.
Just so you know, there are two versions of Kindle device.
* With Special Offers

* Without Special Offers
By delivering these Special Offers to your device, we're able to offer Kindle models with Special
Offers at a lower price. This is the reason that your Kindle device is 10.00 GBP lesser than the
device which is "Without Special Offers" at the time of purchase.
The system will charge £10 for removing Special Offers from Kindle Fire.
However, on checking our previous correspondence with you, I see my colleague had made a one-
off exception to our normal policy for you and refunded £10 to your original payment card.

Hello,
From your email I can understand you wish to remove Special Offers from your Kindle Fire.
I have checked and please be informed, normally, we'll charge £10 for removing Special Offers from
Kindle Fire. However, I have made a one-off exception to our normal policy for you and processed this
request free of charge.
Please connect your Kindle Fire to Wi-Fi in order to reflect the changes we made to the Special Offers.
If the Special Offers are still on your Kindle Fire, please try restarting your Kindle Fire.
To restart your Kindle Fire, first make sure it is unplugged from the power adapter or USB cable. Next,
press and hold the power button for 30 seconds and then release. After the device has completely turned
off, plug it into the power adapter then press the power button to restart your Kindle Fire.
If your Kindle Fire is still unresponsive, try charging your Kindle Fire for at least one hour before
trying to restart your Kindle Fire again.
If these steps don’t help, you can reach Kindle Customer Support by phone or chat by clicking Contact
Us on our Kindle Support pages at: http://www.amazon.co.uk/kindlesupport
I hope this helps. Thanks for your interest in Kindle.

Can’t discover smart plug
skillTitle: TP-LINK Kasa
skillIssueType: Couldn't discover smart home device
Hello Ben,
I'm sorry to that you are experiencing issues to use smart plug via TP-Link Kasa.
To resolve this issue, please perform below troubleshooting steps to get smart-plug connected:
- Disable and re-enable the smart home skill in the Alexa app. If this doesn't fix the issue, disable
your smart home device from Alexa, then enable it again.
- Make sure your device and the app have the latest software version. To learn how to check for
software updates on your device, go to
If you're still having trouble, try these steps as well:
1. Turn off your smart home devices, wait 15 seconds, then turn the devices back on. After 15
seconds, say, "Discover my devices," and then turn on your smart home devices again.
2. Check your Wi-Fi settings:
- Make sure that your Alexa device is connected to the same Wi-Fi network as your smart home
devices.
- Enable SSDP or UPnP on your router. This requires you to access your router settings on your
computer. If you're not sure how to access your router settings, contact your router manufacturer
for assistance.
- Some smart home devices don't support the 5 GHz Wi-Fi band connections. Check with the
device manufacturer if you need more information about connecting to the Internet.
3. Restart your device. To restart your Alexa device, disconnect the power cord, and then plug it
back in.
You too can access below link to check with the steps to connect smart plug to Kasa, link shows
pictorial representation of the steps which will be easy for you to follow:
https://www.tp-link.com/us/faq-946.html
Also you can access below link to check with the steps to make TP-LINK Kasa smart plug work
with Amazon Alexa.
https://www.tp-link.com/us/faq-944.html
I'm positive above steps would work and will help smart plug get connected.
In case, you find any difficulty please do contact us via chat or phone medium so that we can help
you with advance troubleshooting step and get it resolved at earliest for you.
You can contact us by accessing below link:
ISSUE DOWNLOADING BOOKS
Hello Mandy,
I'm sorry to know you are experiencing issues with downloading kindle books and message reads.
As this was server issue from Amazon end, you were finding difficulties in downloads and orders.
Issue is now solved by Amazon and everything is working fine.
I request you now to try with the downloads and check. I'm positive you will be able to complete
downloads and orders.
I once again apologize for inconvenience caused.
Should you require any assistance, please feel free to contact us. We will be happy to help you.
EBOOK IOS / ebook ios/ ios /

KINDLE BOOK ON OTHER ACCOUNT AND CX WANT ON OTHER ACCOUNT
Hello Marion,
I am sorry to know that you're unable to find the Kindle Content on your device which is registered
today on this account.
I checked your account and could there is no kindle book purchase on this account. Upon checking
further I see that the kindle books are purchase on some other account that is ''hotmail.co.uk''.
Kindle books are account specific which cannot be migrated from one account to another account. I
apologize for the inconvenience.
2)The second alternative is contact us via live medium and We'll process the complete refund for all E-
books and you can re-order the books from your this account.
Follow the below link to contact us via live medium:
http://www.amazon.co.uk/kindlesupport
Should you require any additional information then please write back to us and we'll be happy to help
you
Your patience and understanding is highly appreciated in this matter. We look forward to see you again
soon.
PRIME MUSIC AND MUSIC UNLIMITED DIFFERENCE
Hello Simon,
From your email, I understand your concern regarding the Prime membership and Prime music
confusion.
Please be informed that Amazon Prime music is one of the Prime benefits. There is no separate Prime
music membership. As you're a Prime members you can access the Prime music without accessing the
Amazon music unlimited membership.
Amazon Music Unlimited and Prime Music (Prime benefit) share similar features, but are two separate
services.
experts and stream personalised Stations. The main difference is that Amazon Music Unlimited offers
access to more music.
catalogue as long as you have an active subscription. To view available plans and subscription pricing,
go to: https://www.amazon.co.uk/unlimited
With Prime Music, eligible Prime members automatically get access to selected titles from Amazon
Music as part of their Prime membership, at no additional cost. Prime members can also subscribe to
Amazon Music Unlimited separately.
Rest assured that you can access the Prime music with Prime membership and you don't need any other
subscription. If you wish you can upgrade the membership to Amazon Music Unlimited
You can also add titles from Prime Music to your library. Just select the "+" icon next to a song or
album. For Playlists, use the "+ Follow" option to add it to your list of "Followed Playlists" in the
Amazon Music menu.
You can open "My Music" to find all of the titles you've added from Prime Music. They're listed by
subcategory (Songs, Artists, Albums, etc.) alongside your purchased and imported music.
I hope this helps! We look forward to seeing you again soon. |
Hello Simon,
This is Sofia, from Amazon.
It's a pleasure to assist you today.
I'm sorry you're having issues with the subscription.
I researched your account and would like to explain the reason why the option to start a trial is being
displayed.
Currently, regarding Music services, we have two different subscriptions: Prime Music (benefit
included with the Prime membership you're currently enrolled to) and Amazon Music Unlimited.
Amazon Music Unlimited and Prime Music share similar features, but are two separate services.
All Prime Music titles are available through Amazon Music Unlimited. So if you're a Prime member,
you'll no longer see "Prime" labelling for titles, Playlists and Stations included with Prime once you
start an Amazon Music Unlimited subscription.
However, as a Prime member, there are songs exclusive to Music Unlimited, which is why when you
try to play them, the option to start the trial will display.
go to: https://www.amazon.co.uk/unlimited
Amazon Music Unlimited separately. Discounted monthly subscription pricing and an annual renewal
option are available exclusively to Prime members.
You can still find all of your saved Prime Music titles and Playlists in My Music—just without the
"Prime" labelling.
syemoosv
0152174756
BOOK NEXT PART AVAILABLE
Hello Dianne,
I understand that you are interested in reading 5th book of "Wifed : A Bad Boy Billionaire
Romance" by L N Pearl and S K Lee.
I've checked resources and see that as of now the release date for the 5th book is not available.
Books made available for you depend on the publisher as when he/she publishes the books.
In this situation, I will pass on your feedback in regard to this to the publisher and forward your
comments to our dedicated department and will make sure 5th edition of the book will be
available soon in the future.
We will continue to work with publishers directly and ask that they make their content available
on Kindle.
Your patience and understanding would be greatly appreciated in this situation.

Ios ebook purchase
ebook ios purchase
Hello,
I understand that you are experiencing difficulties in downloading books from the Kindle app on
iOS device and also want to delete the list.
The buy and download option from the Kindle iOS app is unavailable due to restrictions and
limitations as per Apple application policies. That's the reason you are unable to buy the content
from Kindle app.
content on your mobile device and then read it instantly using the Kindle application or any
Kindle device registered to your Amazon.co.uk account.
If you would like to purchase Kindle content on your iPhone or iPod touch, open the Safari
browser on your device and go to:
Once you find a title and tap Buy, choose "Read in app" to read the book in your Kindle reading
app, or choose "Read in browser" to read in Kindle Cloud Reader. Now open the Kindle reading
application on your iOS device and tap on "ALL" option and click on the purchased book so that
it will be downloaded to device and you can read it.
For more information about using Kindle Store for Safari, including a how to video, visit our
Help pages at:
Regarding your concern to delete the lists, to remove an item from your list, select the "Delete"
option next to the item on list that you want to remove when viewing your list.
You can also see your Lists on the web by accessing below link and delete the lists
http://www.amazon.co.uk/yourlists

Ios ebook purchase email
Hello June,
I'm sorry to know you are finding it difficult to buy and download ebooks from Kindle reading
application on iOS device.
I would like to inform you that, in order to comply with Apple policy, option to the download
complete book is not included within the Amazon kindle app. However you can download sample
books.
app, or choose "Read in browser" to read in Kindle Cloud Reader. Now open the Kindle reading
application on your iOS device and tap on "ALL" option and click on the purchased book so that
it will be downloaded to device and you can read it.
Help pages at:

Hello Richard,
I'm sorry to know that you are experiencing issue with purchasing books on iOS.
I would like to inform you that, in order to comply with Apple policy, option to the download
complete book is not included within the Amazon kindle app. This is the reason you are only able
to download sample books
However, you can still shop as you always have – launch the Safari browser on your iPad, iPhone
or iPod touch and visit the Kindle Store at:
www.amazon.co.uk/gp/aw/kindle/storefront
The Kindle Store for Safari that is optimised for your Apple device allows you to shop for Kindle
For easy access in future, you may bookmark the link in Safari browser on your iOS device.
ECHO PLUS SMART HOME
Hello,
I’m sorry Echo Plus isn't discovering your compatible Phillips Hue ceiling light.
Here are a few things to check to determine what the problem might be:
- If your smart home device is connected to another hub, you can remove the smart home device
from the other hub by performing a factory reset. See your device instructions for more
information.
- Check that your device is within 30 feet from Echo Plus or another compatible smart home
device connected to Echo Plus.
- Verify that Echo Plus is at least six feet away from your router to prevent any interference.
- Check that your smart home device is receiving power. If your device is battery operated, try
inserting new batteries.
- Verify that other devices on the network have not been powered off.
- If your smart home light is on a circuit with a dimmer switch, verify that the dimmer switch is
set to full brightness. You can control brightness using your voice or in the Alexa app.
- Make sure your Echo Plus and the Alexa app are on the latest software version.
To learn how to check and update the software on your Alexa device, go to
https://www.amazon.co.uk/gp/help/customer/display.html?nodeId=201602210.
Go to the app store on your device to check for Alexa app updates.
If you've checked all these, follow these steps:
1. Turn off your smart home devices and wait 15 seconds. After 15 seconds, turn on your smart
home devices again.
2. Say, "Discover my devices," and then put your smart home device in pair mode.
3. If Alexa didn't find any devices, enable SSDP or UPnP on your router. This requires you to
access your router settings on your computer. If you're not sure how to access your router
settings, contact your router manufacturer for assistance.
4. Restart your Echo Plus and smart home devices.
If you still have trouble connecting, please call us with the following information:
- The make and model of your smart home devices
- The make and model of your wireless router
- The number of smart home devices you're using with your Echo Plus device
- The software or firmware version installed on your smart home devices
You can reach Amazon Device Customer Support via chat or phone by clicking the below link:
Video streaming error 7021

Hello,
I'm sorry to know about the problem you have while streaming "Leslie and Ben season 5".
I understand that you have received an Error 7021 while trying to play video. It refers to rights
not allowed to watch the video from server end due to licenses and region restrictions.
I've checked your account and see that UK Amazon prime subscription in active on your account.
On further checking your account, I see that your current video territory is Saudi Arabia that's
the reason you are unable to watch further videos of "Leslie and Ben".
Depending on your Video Territory the video content and features made available within Prime
Video will change due to license and geographical restriction.
In order to stream Prime Videos, your Amazon.co.uk account must be associated with a UK
billing address and you must have a UK IP address.
As there is Amazon Prime UK subscription on your account, content from Amazon.co.uk can
only be purchased, streamed, and downloaded by customers in the United Kingdom.
If you wish you can watch Prime original videos by following below information:
Prime members with Prime Video are able to stream and download videos while travelling
abroad. Selected Prime Originals titles are the only Prime content able to be streamed and
downloaded outside the United Kingdom.
Please use the following link:
Hello Samuel,
I'm sorry to know about the problem you have while streaming prime video in Hawaii.
I would like to inform you that depending on your country settings the video content and
features made available within Prime Video will change due to license and geographical
restriction.
In order to stream Prime Videos, your Amazon.co.uk account must be associated with a UK
billing address and you must have a UK IP address. As you are right now in Hawaii the network
IP address is of Hawaii that's the reason you are unable to access prime videos.
As there is Amazon Prime UK subscription on your account, content from Amazon.co.uk can
only be purchased, streamed, and downloaded by customers in the United Kingdom.
Although the complete Prime Video catalogue on Amazon.co.uk is only available to customers
residing in the UK and Channel Islands, Prime customers located outside of the UK can still
enjoy exclusive Prime Originals as well as popular movies and TV at PrimeVideo.com. More
information is available in the Help pages on the Prime Video website at
www.primevideo.com/help.
Prime members with Prime Video are able to stream and download videos while travelling
abroad. Selected Prime Originals titles are the only Prime content able to be streamed and
downloaded outside the United Kingdom.
Please use the following link:
https://www.amazon.co.uk/watchabroad.
Discount on Kindle paperwhite special offer
Hello Michael,
I understand that you want to purchase a Kindle paperwhite at £89.99 without advertisements.
I really appreciate your interest in kindle paperwhite device.
As you are our valued customer, I have made a one-off exception to our normal policy and would
like to offer you £10 discount on Kindle paperwhite device- without special offers.
I request you to go ahead and order Kindle paperwhite without offers that will be for £99.99
(without advertisement). Once ordered, I request you to immediately write back to us with the
order details so that we will edit the order price to £89.99
Please access below link to go ahead with purchase:
https://www.amazon.co.uk/Amazon-Kindle-Paperwhite-6-Inch-4GB-E-Reader/dp/B00QJDU...
In this way, same Kindle will cost you £89.99 that too without advertisement.
Amazon customer.
Alexa more details
Hello,
I'm sorry, but I wasn't able to determine exactly what kind of help you need from your email.
In case, if you have any issues with Alexa not understanding word "snooze", please reply to this
email with more information about the issue to help us assist you further. It would be helpful to
know:
- Question or command you have asked.
- The device's response to your question or command.
- What Alexa heard-
3. On home page click on "more details" beside the Alexa card and check the words under
"Alexa heard:"
I'm sorry for making you to contact us again, but please be assured this is the best way to assist
you further.
You can also contact us via chat or phone support by accessing below link:
A2U0M0YO99DK5
Battery issue
Hello,
I'm sorry to know that you are experiencing issue with battery charge holding time with Kindle
(7th Gen) registered on your account.
As it is a Kindle(7 Gen) device once you charge the Kindle to 100% in normal conditions it
should work for at least 2 to 3 weeks.
I would like to inform you that the battery of the Kindle device can drain faster due to poor
wireless coverage or WiFi signal or also might be there can be a battery issue with the Kindle.
In this case, I request you to perform below troubleshooting shooting step and charge Kindle to
100% and check if battery performs better.
Factory Reset:
Factory reset will restore your Kindle to factory defaults and make it as if brought out of box and
it will clear technical glitches on Kindle and it will be as brought out of box.
Please be assured Kindle content, including books and other items that you've purchased from
the Kindle Store, is available through the Manage Your Content and Devices page
(www.amazon.co.uk/mycd) on Amazon.
Also after reset you can just register the Kindle to your Amazon account and then sync it to get
all the ebooks to your account.
To reset your device:
1. From the Home screen, tap the Menu icon.

2. Tap Settings.
3. Tap Menu again and select Reset Device.
Once done, you can get all books in library by performing below steps:
Connect Kindle to Wifi, tap the Quick Actions icon from the Home screen and then tap Sync My
Kindle.
Now charge the Kindle to 100% and check if battery of Kindle performs better.
In case if you experience same issue with the Kindle , I request you to contact us via chat or free
phone so that we can work together on the issue and also help you get the Kindle back to work
fine and also if needed help you with the best replacement options as per your convenience.

http://www.amazon.co.uk/clicktochat-kindlesupport
appropriately.
Battery error
Hello Sue,
I'm sorry to know you've encountered battery issue on your Kindle.
From your email, I understand that you are getting battery repair and invalid error message
constantly on screen making it unable for you to use or charge the Kindle.
As you already tired with the reset steps and didn't work, it seems to be hardware issue with the
Kindle.
As per your request, we tried to contacting you and were unable to reach you.
To ensure we can help to resolve the issue as per your convenience, I request you to contact us
via phone or via chat so that our technical team can help you with it at earliest by verifying the
exact issue and also verify the purchase details and other needed information.
You can contact us by visiting below link:
Unable to charge
Hello Stuart,
I'm sorry to know that the Fire tablet is unable to charge.
I request you to perform below troubleshooting steps to isolate the issue with the tablet.
1. Try restarting Kindle. Restarting can solve intermittent problems you're experiencing with
your device. Press and hold the Power button for 40 seconds. If the device restarts before 40
seconds have passed, release the Power button. Once restarted connect device to charging and
check.
2. Try with alternate charging cable and check, so that we can confirm if the issue is with the
charging cable. In case it works you need to replace the cable to charge the device.
In case, if the issue still persist after above steps , please do contact us via live chat or phone
medium so that our dedicated technical team can help you with advance troubleshooting steps if
needed and also verify purchase and shipping details and help you get the issue solved for you.
To ensure we can help to resolve your issue, it would be easier to help you over the phone or via
chat.
To contact us:
We hope you can contact us soon so we can help solve this problem quickly.
BOOKS MISSING
ebook missing
Hello Kristy,
I'm sorry to know you are experiencing issues with Kindle Paperwhite device and books are
missing from library.
I can understand how frustrating it can be, as you need Kindle in daily routine. This might have
caused due to some technical issues with the device itself.
I request you to perform the below troubleshooting steps which would resolve any intermittent
problems you're experiencing with your device.
Hard restart your device:

2. Press and hold the Power button for 40 seconds. If the device restarts before 40 seconds have
If the device doesn’t restart, release the Power button, and then press the Power button again to
turn on the device.
In case, if the above steps doesn't resolve your issue we need to perform reset on device because a
factory reset will restore your Kindle to factory defaults and removes any content you've
downloaded to your device.
However please be assured Kindle content, including books and other items that you've
purchased from the Kindle Store, is available through the Manage Your Content and Devices
page (www.amazon.co.uk/mycd) on Amazon.
You'll be able to download all your Amazon purchases from Content Manager / Archived Items /
Cloud after registering the device again.

2. Tap Settings.
1. Make sure your device is connected wirelessly.

2. From the Home screen, tap My Library and then tap All.
3. Tap the item you wish to download to your device and then tap Downloaded to return to your
list of downloaded books.
The item will appear on the Downloaded tab automatically when the download is complete.
In case you find any difficulty or issue still persist, please do contact us via chat or phone so that
we will escalate to our technical team for further insight.
To contact us via phone: https://www.amazon.co.uk/clicktocall
To contact us via chat: https://www.amazon.co.uk/clicktochat

Ebook update
Hello,
I'm sorry to know that the ebooks from your Kindle library are missing. This is not what we
want our customers to experience.
To help you with it, I've checked your account and see that there are many ebooks purchased on
your account and also there are updates available for ebooks. As the publisher of ebook updates
there ebooks.
In this case, I've updated ebooks for you and also sent the ebooks from my end to your account
and device too.
To get them on your Kindle we need to re-register the Kindle and sync the Kindle to get all the
ebooks reflected in your Kindle library.
Hard restart your device:

2. Press and hold the Power button for 40 seconds. If the device restarts before 40 seconds have
To de-register:
1. From the Home screen, tap the Menu icon, and then tap Settings.
2. Tap My Account and then tap Deregister.
3. Tap Deregister again to confirm.
4. Now re register the Kindle with your Amazon credentials.
Now Sync the Kindle:

2. Tap the Quick Actions icon from the Home screen and then tap Sync My Kindle.
I'm positive you will be able to see all the ebooks in your Kindle library.
Also, I would like to inform you that all digital content (including books, music, videos and apps)
that you've purchased from Amazon is stored for free in the Amazon Cloud and can be re-
downloaded at any time.
Open your browser and go to https://www.amazon.co.uk/mycd

Login with your Amazon credentials
Click the Contents tab.
Click the checkbox next to the ebook name and then select the yellow coloured "Deliver" option
and then select the device name and it will be sent to your device and will be available to read.
In case you find any difficulty or issue still persist, please do write us back with confirmation so
that we can escalate the issue to our technical team so that they can help us further with the issue
and get it resolved at earliest for you.
Also you can contact us via chat or phone so that we can work on the issue in real time and help
you with it.

appropriately.
clear as crystal!
DECLINED PENDING BOOKS
Hello Maya,
I'm good, thank you for asking and hope you are fine too!
I’m sorry you are experiencing issue with downloading Kindle books to your library.
Hello John,
I understand that you are concerned with two ebook that were cancelled due to payment issues.
I've checked our previous correspondence with you and thank you for contacting the bank and
get the card unblocked.
I've checked the order and see that the charges are authorized and order is in process. Also, I've
manually sent the books to your account. I request you to go ahead with the below steps to get
the books to library.

3. Tap the item you wish to download to your device and then tap Downloaded to return to your
list of downloaded books.
In case, if you are still unable to get the books, I request you to de-register and re-register the
tablet and restart it once so that tablet link with the account can be refreshed and sync the
library.
To de-register and re-register:
2. Tap My Account.
3. Tap De-Register and again tap on Register option and login with your Amazon credentials
I'm positive about steps would work and you will be able to get the books in your library
In case you find any difficulty or issue still persists, please do contact us via chat or phone so that
we will escalate to our technical team for further insight.

Hello John,
I'm sorry to know that you are unable to watch season 4 of Mozart In The Jungle.
I've checked our Amazon video catalogue and see that the video is currently unavailable on
Amazon video catalogue.
If it was possible, I would have surely helped you with the video right away.
The selection of titles is always changing -- movies and TV shows are added to Prime Video.
Video availability depend on our agreements with content owners. Be assured we're constantly
working to enhance our agreements so we can offer the largest selection of movies and TV shows
possible.
As per your interests and demand, I've sent your feedback to the relevant department to look into
this.
We're always looking to give out customers maximum options on our store and will surely try to
add "season 4 of Mozart In The Jungle" to Amazon video catalogue at earliest so that you can
enjoy the movie.
here at Amazon. We'll surely try an action upon your request as soon as possible.

Video not available in Norway
Hello Johan,
I'm sorry that season 4 of Mozart In The Jungle is unavailable in prime video catalogue.
I would like to inform you that video availability depend on our agreements with content owners.
Be assured we're constantly working to enhance our agreements and improve our catalog to
make sure that Prime and Prime Video members have access to the best selection of movies and
TV shows possible.
As per your interests and demand, I've sent your feedback to the relevant department, as we're
always looking to give out customers maximum options on our store and will surely try to add
"season 4 of Mozart In The Jungle" to Amazon video catalogue at earliest so that you can enjoy
the movie.
here at Amazon.
I appreciate your patience and understanding in this regard.
Subscription cancellation
Hello Natasha,
I understand that you would like to cancel Kindle Unlimited membership.
The subscription was initiated as a free trial on Tuesday, 12 December 2017 which later was
upgraded to paid membership on Thursday, 11 January 2018 charging you the monthly
subscription fee of £7.99.
I'd like to inform you that when a free trial of the subscription is initiated, the subscription is set
to an 'Auto Renew', This is the reason when the free trial of the subscription gets ended, it gets
upgraded to a paid membership charging you the monthly subscription fee from your payment
card.
I've checked your account and found that you are not availing any benefits of 'Kindle Unlimited
Paid Membership (UK)' and it seems that you might have subscribed for this membership
accidentally.
As per your request, I've cancelled the subscription from my end and issued a refund ( £7.99 x
5months) for remaining months of January, Febuary, March, April, May 2018 and per your
previous correspondence with us, my colleague had issued a refund £7.99 charge for month of
June 2018.
you.
Video streaming issue PS4
Hello,
I'm sorry for the trouble you have had in watching the movie "downsize" on your Sony Playstation 4 device.
I would like to inform you that usually fluctuations in your Internet connection speed can cause buffering, or pauses,
during video streaming.
In this regard, as a basic troubleshooting step, please try restarting your device, modem, and/or router which can
often solve issues like this.
1. To restart your device and/or network connections, unplug them from the power source and wait 30 seconds
before plugging them back in.
* Please note that Sony devices require 2 Mbps for Standard Definition (SD) and 5 Mbps for High Definition (HD).
2. If there are other devices in your household connected to the same network, try temporarily pausing their Internet
activity and play the movie and check.
3. If the PlayStation is connected via Wi-Fi, try connecting through an Ethernet cable instead so that we can confirm
if the issue is with the Wifi or Video. Then go to Settings > Network Settings > Internet Connection Settings >
Custom > Wired. Select default settings on all option screens and press "X" to save any changes.
Now play the movie and check if it streams seamlessly.
If the issue still persist, I recommend contacting us by phone, so we can troubleshoot this issue with you and gather
more information for our developers to investigate.
To contact us via phone you can access below link and setup a call back so that we can contact you as per your
convenience.
https://www.amazon.co.uk/gp/help/customer/express/c2c/popup.html?c2cId=fbccb361-...
ALEXA MISUNDERSTOOD
Hello Dene,
I'm sorry to know that your Alexa device got activated while playing music video " if you're over
me" and tried to place a call.
I've replicated this issue from my end on Alexa and found that Alexa woke up during
introduction in official video when it is announced "Please welcome to stage amazing and
incredible only Alexander".
As the way he pronounces "Alexander" like he stretches the name as Alexa-nder, Alexa might
have took it as a wake command and might have reacted.
Just so you know, Echo woke up due to a word in background conversation sounding like
“Alexa.” Then, the subsequent conversation was heard as a “connect call/send message” request.
You can also check what word that has triggered Alexa to make a call by accessing below steps:
"Alexa heard:"
Also you may consider changing your wake word for Alexa, so that it doesn't gets enabled
randomly.
You can change the wake word for your device in the Alexa app:

3. Scroll down and select "Wake Word."
4. Select a wake word, and then select "OK."
As an alternative if you wish you can also turn OFF microphone on Alexa device when not in use.
To turn off the microphones on your Echo, press the "Microphone Off" button at the top of the
device. When the light ring turns red, the microphones are off. Echo does not respond to the
wake word or the Action button until you press the button again.
Please be assured, Amazon takes all security-related matters very seriously, and your account
security is our top priority. We have policies and security measures in place to ensure that your
personal information remains secure.
We take any concerns about unexpected behavior seriously. We want to make sure you're having
a great experience with Alexa and we're here to help.

CANCEL SUBSCRIPTION
ello Natalia,
I understand that you'd like to cancel the Kindle Periodical order# D01-1558180-2573102 placed
on Thursday, 19 March 2015 05:30 (GMT).
Honouring your request, I've canceled the above order and requested a refund of £2.99 to your
payment card associated with the purchase. Once your refund has been completed by us, please
allow your bank between 5-7 business days if not earlier to process it. You will be able to see this
amount credited on your next bank statement. After the refund is issued, you will no longer be
able to access this title, unless you repurchase the title.
Should you require any further assistance, please reply back to this email. We'll be glad to assist
you.
We'd appreciate your feedback. Please use the buttons below to vote about your experience
today.
ALEXA ACTIVATED ITSELF
Hello Dene,
I'm sorry to know that your Alexa device got activated while playing music video " if you're over
me" and tried to place a call.
I've replicated this issue from my end on Alexa and found that Alexa woke up during
introduction in official video when it is announced "Please welcome to stage amazing and
incredible only Alexander".
As the way he pronounces "Alexander" like he stretches the name as Alexa-nder, Alexa might
have taken it as a wake command and might have reacted.
Just so you know, Echo woke up due to a word in background conversation sounding like
“Alexa.” Then, the subsequent conversation was heard as a “connect call/send message” request.
You can also check what word that has triggered Alexa to make a call by accessing below steps:
"Alexa heard:"
Also you may consider changing your wake word for Alexa, so that it doesn't get enabled
randomly.
You can change the wake word for your device in the Alexa app:

3. Scroll down and select "Wake Word."
4. Select a wake word, and then select "OK."
As an alternative if you wish you can also turn OFF microphone on Alexa device when not in use.
To turn off the microphones on your Echo, press the "Microphone Off" button at the top of the
device. When the light ring turns red, the microphones are off. Echo does not respond to the
wake word or the Action button until you press the button again.
Please be assured, Amazon takes all security-related matters very seriously, and your account
security is our top priority. We have policies and security measures in place to ensure that your
We take any concerns about unexpected behaviour seriously. We want to make sure you're
having a great experience with Alexa and we're here to help.
Postage charges
Postage refund
> Thanks for returning the Faulty Kindle device back to us.
>
> With regards, I've checked your account and I can see that you've not purchased the Amazon
Fulfilled products from the payment card which was used for purchasing the replacement Kindle
device.
>
> In this case, we only be able to issue the Postage refund only via Gift certificate on your
Amazon account rather than payment card. Please accept my sincere apologies in this regard.
>
> However, before taking any action on your account, I would like to seek your permission for
issuing the Postage refund via Gift Certificate.
>
> Hence, I request you to reply to this e-mail and confirm that we have your permission to
process a postage refund via Gift Certificate on your Amazon account. Once we receive your
reply, we'll issue the postage refund via Gift Certificate.
>
> Further, I have made a note on your order to ensure that you are not charged for this item.
>
> Should you require any additional information or assistance, please do not hesitate to contact
us.
>
> Thank you for your patience and understanding in this regard.
>
Hello Leanne,
This is Andres with Kindle Customer Care.
On checking your account, I can see that you are an outstanding customer with Amazon since
2012 and I would like to help you out to the best of my abilities!
Thanks for providing your proof of postage receipt.
I've requested a refund of £5 for your return postage. The refund will be available in your VISA
currently linked to your Amazon account.
Once your refund has been completed by us, please allow your bank between 5-7 business days to
process it.
Your money has been refunded! I am glad we were able to resolve your query today!
Should you require any additional information or assistance, please do not hesitate to contact us,
you can reach us via the contact us link below:
www.amazon.co.uk/contact-us
We're available from 6AM to 12AM midnight, seven days a week.
Hello Mariam,
This is Yaser from Amazon Technical Team.
Thank you for sharing the postage receipt with us. As per the cost incurred for postage, I've
refunded £7.30 to your original payment card.
Please feel free to let us know if there is something else we can address for you, Mariam.
FIRE TV STICK NOT WORKING
Hello Alison,
I'm sorry to that you are experiencing issues with the new Fire TV stick too.
Thank you for sharing the postage receipt with us. As per the cost incurred for postage, I've refunded GBP 1.01 to
your original payment card.
statement.
Regarding Fire TV stick, I request you to try connecting the Fire TV stick with the HDMI extender included in the
box so that we can confirm if the issue is with the Fire TV stick.
Also, if available please try connecting the Fire TV stick to other TV and we can confirm if there is any issue with
the TV port.
As an alternative we can also perform factory reset steps so that if there is any software glitch with the Fire TV it will
be cleared.
You can Factory Reset your device from remote by pressing and holding the back button and right on the
navigation ring for a full 10 seconds. This will prompt you to cancel the reset, to wait for the reset to happen
automatically, or choose to go ahead and reset without waiting on the timer
If you are able to access settings from Fire TV stick you can also try factory reset using below steps:
1. Select "Settings" from the Fire TV menu.

2. Select "Device" and then scroll to the bottom of the list.
3. Select "Reset to Factory Defaults," and then confirm you want to reset your device.
If the issue still persist, I recommend contacting us by phone or chat, so we can troubleshoot this issue with you
and gather more information and help you accordingly with best solution at earliest.
I’m sorry that we weren’t able to meet your expectations this time around. I hope that you will allow us another
opportunity to serve you in the future
Please access below link to contact us via phone or chat medium:
RETURN/ POSTAGE
Hello Chris,
I'm sorry for all the inconvenience you had in returning the faulty Fire 7 Kids Edition Tablet.
I understand that you would like to get a Royal mail return label instead of Pass My Parcel.
I tried creating Royal Mail return label, however there isn't any option.
In this case, I'd request you to return the device through any carrier service at your convenience and write us back
and attach the postage charge receipt image, so that we can refund the same to your account. Please enclose a
note with your return mailing label i.e.(DRfLtRPlRRMA). Wrap the parcel securely and post it to us at the below
address. Our returns centre will need the return mailing label to process the return.
Amazon.co.uk Customer Returns

Amazon Way
Dunfermline
Fife
KY118ST
Please let us know the costs you incurred in returning the item, we’ll be glad to reimburse your return delivery
costs. Please reply to this e-mail and attach your receipt to the reply as a PDF, JPG or PNG file.
you have with orders, subscriptions and on your account.
Should you require any further assistance, please write back to us. We are always here to help you at any point of
time you need us.
KINDLE BOOK NOT DOWNLOAD AFTER PURCHASE / ebook pending
Hello Shelley,
From you email, I understand that you are unable to get the ebook "The Affair (Jack Reacher,
Book 16)" purchased on your tablet.
I've checked with your account and see that the purchase is completed, however due to some
technical issues it was not downloaded to your Kindle library and showing in pending to deliver
to your device.
To make it right, I've manually sent the book to your account.
On checking your account, I see that there are no Amazon device registered on your account.
If you are trying to use this ebook on web browser, I request you to logout from Amazon account
and then again login and check if you see the ebook.
If you still unable to get the ebook, clear the cache for the browser and then restart the browser
and check with the ebook.
You can access below link from PC/Mac/browser and login with your Amazon credentials and
check if you see all your books are available.
https://read.amazon.co.uk/
I'm positive after above steps, you would be able to get the ebook in your library.
In case you find any difficulty or issue still persist, please do write us back with the confirmation
so that we can help you further with the concern and also if needed we will escalate to our
technical team for further insight and get the book downloaded to your library at earliest.
You can also reach us via chat or freephone directly by clicking the Contact Us option at a time
that best suits you on any of our Kindle Support pages at:

Hello Anne,
I'm sorry to know that you are unable to receive purchased ebook "Dead Bad" on Kindle Fire
HD (3rd Gen) registered on your account.
Upon checking your account, I see that ebook purchase is successfully completed.
Might be due to some intermittent issues it is not correctly fulfilled to your account and device.
To help you with it, I've manually sent the ebook to your account and also tablet.
I request you to perform below troubleshooting steps on tablet and check.
1. Restart your device.

- Press and hold the Power button for two to three seconds until you see a message appear on the
screen. This will say "Do you want to shut down your Fire?"
- Tap Shut Down, Power off, or OK.
- After the device has completely turned off, hold the Power button for two seconds to three
seconds to restart it.
2. To sync library follow below steps: To sync all the
1. Swipe down from the top of the screen to open Quick Actions and then tap Settings.
2. Tap Sync and Check For Items
Once above steps are performed check with your Kindle library for purchased book.
In case if above steps didn't work then we need to de-register and re register the Kindle Fire then
go ahead with sync steps shared above so that any account linking issue with the tablet will be
cleared.
2. Tap My Account.
3. Tap de-register.
4. Perform same steps 1,2 and then tap on register.
5. Sync you kindle library by Swipe down from the top of the screen and then tap Settings and
tap Sync and Check For Items.
Now check with the ebooks. I'm positive you will be able to see the ebook in tablet.
In unlikely event, if you experience same issue, I request you to write us back with confirmation
so that we can escalate the issue to our technical team for further insight and help us with the
issue.
Also you can contact us via chat or free phone so that we can together work on the issue in real
time and get it resolved at same time for you.

I realise that asking you to contact us again would be disappointing, but in a situation like this, it
is very important for us that we provide you with accurate and expedient resolution and this is
the best way to be certain that your issue can be resolved more appropriately.
Hello Angela,
I'm sorry to know that you are unable to receive recently purchased four ebooks to your library.
I've checked with your account and see that the purchase is completed, however due to some
technical issues it was not downloaded to your Kindle library.
To help you with it, I've manually sent all the ebook to your account and also tablet.
To get them on your device, we need to restart and sync tablet by performing below steps.

screen. This will say "Do you want to shut down your Fire?"
- After the device has completely turned off, hold the Power button for two seconds to three
seconds to restart it.
2. To sync library follow below steps: To sync all the purchased ebooks and make them reflect in
your library.
1. Swipe down from the top of the screen and then tap Settings.
2. Tap Sync Device
In case if above steps didn't work then we need to de-register and re register the Kindle Fire then
go ahead with sync steps shared above so that any account linking issue with the tablet will be
cleared.
2. Tap My Account.
3. Tap de-register.
5. Sync you kindle library by swipe down from the top of the screen and then tap Settings. Tap
Sync Device
Now check with the ebooks. I'm positive you will be able to see the ebook in tablet.
In unlikely event, if you experience same issue, I request you to write us back with confirmation
so that we can escalate the issue to our technical team for further insight and help us with the
issue.

I realise that asking you to contact us again would be disappointing, but in a situation like this, it
is very important for us that we provide you with accurate and expedient resolution and this is
the best way to be certain that your issue can be resolved more appropriately.
Hello,
I'm sorry to that you are unable to view book and audible purchased from i pad for you Kindle device.
I've checked with your account and see that the purchase is completed, however due to some technical issues it
was not downloaded to your Kindle library.
In this case, I've manually sent the book and audible to your account.
To get them on your Kindle device, we need to restart and sync Kindle device by performing below steps.

- Press and hold the Power button for two to three seconds until you see a message appear on the screen.
Depending on your device, this may say "Do you want to shut down your Kindle?" or "Do you want to shut down
your Fire?"
- After the device has completely turned off, hold the Power button for two seconds to three seconds to restart it.
2. To sync library follow below steps:
-Swipe down from the top of the screen and then tap Settings.
-Tap Sync and Check For Items.
Once above steps are performed check with your Kindle library for purchased books.
In case if above steps didn't work then we need to de-register and re register the Kindle Fire then go ahead with
sync steps shared above.
2. Tap My Account.
3. Tap de-register.
5. Sync you kindle library by Swipe down from the top of the screen and then tap Settings and tap Sync and Check
For Items.
Should you require any further assistance, please reply back to this email. We'll be glad to assist you.
Return received
Hello Victoria,
I can understand your concern regarding the return remainder email you received to return the
faulty device.
To provide additional security we have logged the tracking information you've provided onto our
system and I can confirm that your faulty Kindle has been received and it seems that due to some
error your return was not reflected onto our system.
To serve you better, I have made a note on your order to ensure that you are not charged for this
item. Please disregard any further notices regarding this item.
I hope this clarifies any misunderstanding. We look forward to seeing you again soon.
COMPULSORY REPLACEMENT
Please note that replacement for Kindles can only be done over the phone or chat as we need to
verify your delivery address and payment card for the replacement order.
Hello,
I'm sorry to know that you are experiencing screen issues with the Fire HD 8 (7th Gen) Kids
Edition tablet on your account.
From the details you shared with me, it seems to be internal hardware issue with the tablet and
needs to get replaced.
I've checked your account and found that the tablet is still under warranty and we can get the
tablet replaced free of charge for you and ship you a replacement device to your address with
express delivery.
To get the device replaced,we need to confirm more details(present shipping address, device
details), which we don't recommend sharing via email due to customer account security concern.
In this regard, I request you to contact us via free phone or chat so that we can help you with the
replacement procedure and get it replaced at earliest for you with express delivery.
You can reach us via chat or freephone directly by clicking the Contact Us option at a time that
best suits you on any of our Kindle Support pages at:

appropriately.
I can understand that as the tablet is in daily use it is causing you much inconvenience and I
really don't want to see my customers struggling with our device and facing troubles.
We hope you can contact us soon so we can help solve this problem quickly. We are always here
to help you at any point of time you need us.
Hello Joel,
I'm sorry to know that you are experiencing charging issues with the Fire HD 8 (7th Gen) tablet
with name "erinna's 2nd Fire "on your account.
I really appreciate your efforts trying to troubleshoot the issue with the tablet by rebooting and
trying with alternate charger. As these didn't worked it seems to be internal hardware issue with
the tablet and needs to get replaced.
tablet replaced free of charge for you and ship you a replacement device to your address at
earliest.
To get the device replaced,we need to confirm more details(shipping address, device details),
which we don't recommend sharing via email due to customer account security concern.
replacement procedure and get it replaced at earliest for you with express delivery. Also if you
wish we can have a two way communication and troubleshoot the issue with the tablet as per
your convenience.

appropriately.
Please convey my sorry to your little girl, I can understand that she will be too attached to her
tablet and due to tablet's abnormal behaviour she might be upset.
But let me assure you that we are here to take care of your problem and we do take full
and inform him that we'll get the issue with the tablet sorted soon.
Hello,
I'm sorry to know that you are experiencing multiple issues with the tablets that are recently
purchased on your account. This is not what we want our customers to experience.
To help you with it, I've checked your account and that both the tablets are with latest OS
available on them.
From the details you shared with me, it can be internal software glitch causing the tablets to
behave abnormal.
Also I see that the tablets are still under 2 year worry free warranty and we can get the tablet
replaced free of charge for you and ship you a replacement device to your address at earliest with
express delivery.
In this case, I request you to contact us via live medium chat or free phone so that we can gather
more details on issue and work together in real time to avoid any misunderstanding and get
tablet to work and also help you with replacement/ refund options as per your convenience. For
this it will be helpful if we can get into two way communication and get the issue resolved at
earliest for you.
appropriately.
Please convey my sorry to your children, I can understand that due to tablet's abnormal
behaviour they might be upset.
Also, I completely understand and agree that the tablet should last longer and should not get
damaged so easily and I once again personally apologize for the inconvenience caused to you.
I've taken your feedback with the quality of the device and forwarded it to our dedicated
development team so that they can look into it and take necessary actions.
Hello,
I'm sorry to know that you are experiencing issue with streaming videos on Fire TV stick
registered on your account.
I really appreciate your efforts trying to troubleshoot the issue with the Fire TV stick by
rebooting and resetting router. As these didn't worked it seems to be internal software/hardware
issue with the Fire TV stick.
Also, I've checked all your account settings for any error causing the issue and found that all
settings are fine on your account.
Further, I found that the Fire TV stick is still under warranty and we can get it replaced free of
charge for you and ship you a replacement device to your address at earliest.
Meanwhile, I request you to factory reset the Fire TV stick so that all the intermittent software
issue with the Fire TV stick will be cleared and will be as if brought out of box.

You can also Factory Reset your device by pressing and holding the back button and right on the
navigation ring for a full 10 seconds. This will prompt you to cancel the reset, to wait for the reset
to happen automatically, or choose to go ahead and reset without waiting on the timer.
Once done restart the Fire TV stick and register it with your Amazon credentials and check if
above steps worked for us and you are able to wa
In unlikely event if it didn't work then we need to get it replaced for you as factory reset is the
last troubleshooting step we can perform to get it to work.
I can understand that as the Fire TV stick is in daily use it is causing you much inconvenience
and I really don't want to see my customers struggling with our device and facing troubles.
To get the device replaced,we need to confirm more details(present shipping address, device
To setup a call back so that we can contact us back as per your convenience:

Hello,
I'm sorry to know that you are experiencing freezing issues with the Fire HD 8 (7th Gen) tablet
with name "hayley's Fire" registered on your account.
From the details you shared with me it can be a software issue or internal hardware issue with
the tablet.
To help you with it, we tried to contacting you and were unable to get in contact with you.
earliest.
replacement procedure and get it replaced at earliest for you with express delivery. Also if you
wish we can have a two way communication and troubleshoot the issue with the tablet as per
your convenience.

appropriately.
Please convey my sorry to your little boy, I can understand that he will be too attached to his
tablet and due to tablet's abnormal behaviour he is getting upset.
Hello,
I'm sorry to know that you are experiencing issues with the Amazon Fire TV stick (2nd Gen)
with name "E's 2nd Fire TV stick" that is registered on your account.
I've checked your previous correspondence with us on chat and see that all the troubleshooting
steps to get the device to work were performed.
I really appreciate your efforts to get the Fire TV stick to work by trying troubleshooting steps.
From the conversation and details you shared it seems to be software or hardware issue with the
Fire TV stick. As the steps didn't worked we need to get the device replaced for you.
On further checking your account, I see that the Fire TV stick is still under warranty and we can
get the it replaced free of charge for you and ship you a replacement device to your address at
earliest.
To get the device replaced,we need to confirm more details(shipping address, device details,),
In this regard, I request you to contact us via free phone or chat so that our device replacement
team can help you with the replacement procedure and create a replacement for you to get it
replaced at earliest for you with express delivery.
best suits you on any of our Support pages.
I completely understand, as you use Fire TV stick on daily basis it is important to get it to work
soon. At Amazon we always want all our customers to be happy with all the devices, services we
provide.

appropriately.
Also, I completely understand and agree that the Fire TV stick should last longer and should not
get damaged so easily and I once again personally apologize for the inconvenience caused to you.
Be assured once you contact us via live medium we can get in two way communication and help
you with it as per your convenience and you will be once again with Fire TV stick.
Hello,
with name "Joel's 2nd Fire" registered on your account.
earliest.
replacement procedure and get it replaced at earliest for you.
and we will call you right back. For chat, please click on the "Chat" tab on the Contact Us help
page.
appropriately.
FIRE TV REPLACEMENT
Hello,
with name "liam's Fire TV stick" that was registered on your account.
I really appreciate your efforts to get the Fire TV stick to work by trying connecting to alternate
TV's and check.
From the details you shared it seems to be software or hardware issue with the Fire TV stick.
Also, I see that there are updates available for the device.
However, as the device is completely off and not working we can't access it to update the device.
On further checking your account, I see that the Fire TV stick is still under warranty and we can
get the it replaced free of charge for you and ship you a replacement device to your address at
earliest.
In this regard, I request you to contact us via free phone or chat so that we can help you with
advance troubleshooting and also with the replacement procedure and get it replaced at earliest
for you.
best suits you on any of our Support pages at:
https://www.amazon.co.uk/firetvsticksupport
page.
appropriately.
Non account replacement

Hello Naomi,
I'm sorry to know that you are experiencing charging issues with the Fire 7 (7th Gen) tablet.
To help you with it, I've checked your account and see that the device is not registered on your account.
For security reasons, we can take action or send order information to the e-mail address that is associated with the
tablet registered Amazon.co.uk account. This is the only way to be certain that the request is coming from the
account holder and that all personal information is protected. We're sorry for any inconvenience this causes.
To help you with it, I request you to contact us via live medium like chat or free phone so that we can verify account
details and tablet details you are referring to and help you with replacement options accordingly.

adapter) with you.
We hope you can contact us soon so we can help solve this problem quickly. We are always here to help you at
any point of time you need us.
Faulty Replacement / replacement create
Return label email
Hello Lorraine!
This is Cesar with Kindle, I hope your weekend is going great by the time you catch this email.
here I send you the info you need to complete your return
The following link will take you to a page on Amazon.co.uk where you'll be able to print your
mailing label:
?? https://www.amazon.co.uk/gp/orc/rml/D1N800PXRRMA
Certainly this label does not need to be printed. Thinking forward into a more Eco-sustainable
experience where no paper is not needed we have created these codes for the returns.
On the web page of your label you can read the instructions we provide. Just take your return
properly sealed to the Post Office , and then show this email to the assistant, make sure you tap
on the link below this paragraph to get the code, (the code is the square you can read at the
bottom part of the web page), then the Post Office Staff will scan your code and we will be
notified your shipment is on the way. Cool, huh?
In the case your nearby office does not have a code scanner you can still send us the return to our
physical address which I'm posting below.
Simply hand-write the RMA number ,D1N800PXRRMA on a piece of paper and include it inside
your package and post it to us at the below address :

Amazon Way
Dunfermline
Fife
KY118ST
We recognise that there will be a cost to you for return delivery.
Please let us know any return postage costs you incur by replying to this e-mail and attach your
receipt to the reply as a PDF, JPG or PNG file. We'll gladly refund the charges.
Please let us know if you were able to complete the return either with then code or the address. If
you have doubts, questions, or need further info do not hesitate to use the next link to get in touch
with us: http://amzn.to/10ma6jc
I hope this helps, We look forward to hear from you again!
Hello John,
I've checked your previous correspondence with us on call and understand that you would like to
return the faulty device to Amazon and also my colleague has created a free replacement for you.
I request you to pack the faulty tablet in any of box available with you and I see that while
creating replacement a royal mail label less return label was created. Please check the below link
for return label:
https://www.amazon.co.uk/gp/orc/rml/DJBg0SPDRRMA
To check if your nearest Delivery Office is able to accept your return, click the below link and
enter your postcode. If under ‘Facilities” it states ‘Label printing service is available’, then that
Delivery Office can accept your return.
https://www.royalmail.com/delivery-and-collection-office-finder/
Please make sure you have your QR code when going to the Delivery Office. Open the return
label using the provided above link and have your QR code to provide it at royal mail office.
When you arrive at the office, show your return code on your phone to the Royal Mail assistant
and hand over your parcel. They will print and affix a label to the outside of your parcel and
provide you with a receipt, which will include your 11-digit reference code.
Alternatively, you can also return the device through any carrier service at your convenience and
write us back and attach the postage charge receipt image, so that we can refund the same to
your account. Please enclose a note with your return mailing label i.e.(DM6MlCPZRRMA).
Wrap the parcel securely and post it to us at the below address. Our returns centre will need the
return mailing label to process the return.

Amazon Way
Dunfermline
Fife
KY118ST
Please let us know the costs you incurred in returning the item, we’ll be glad to reimburse your
return delivery costs.
clear as crystal!
Hello,
I'm sorry to know that you are experiencing battery issue and restarting issue with the tablet Fire
HD 10 (7th Gen) registered on your account.
From the details you shared with me it seems to be hardware issue with the tablet.
I'm sorry for the inconvenience caused and completely understand that as the tablet is new such
fault should not happen with the tablet. I've taken your feedback with the quality of the device
and forwarded it to our dedicated development team so that they can look into it and take
necessary actions.
earliest.
I've placed a new order, #204-5796186-6256305 , for the same item and it'll be dispatched at
earliest to the same address. There'll be no additional charge for your replacement order. Once
the new order is sent out you'll be notified by e-mail to confirm the date, contents and method of
delivery.
As tablet used in daily routine, I understand that it should be important for you to get it at
earliest , so the replacement will be delivered to your address as Express Delivery and guaranteed
delivery by: Friday, 10 August 2018
To see information about the replacement order including the estimated delivery date please visit
Your Orders at the following link:
https://www.amazon.co.uk/yourorders/
Please note, as set out in our returns policy, you need to return the faulty item to us within 30
days of the date of this e-mail. If you don't, we reserve the right to charge the cost of your
original order to the payment card you used for the order. Please feel free to use the box the
replacement comes in to return the original but make sure that the address/bar code label is
removed, or covered by the return label. It is a free return label and there will no charges to
return the faulty device to us.
Please click on the following link to be brought to your personalised return label and follow the
instructions provided:
https://www.amazon.co.uk/gp/orc/rml/DmqqS1PZRRMA
If clicking on the link doesn't work, please make sure you're signed into the account you used to
place the order. Once you're signed in, try clicking it again or copying and pasting it into your
browser's address window.
If you don't have a printer, you can forward your return label to a friend to request that they
print it for you. Click the link above to access your label.
Once your label is open, click on the "Don't have a Printer, Send to a Friend" button and follow
the instructions.
Alternatively, if you don't have access to a printer or any difficulty with the label, I'd request you
to return the device through any carrier service at your convenience and write us back and
attach the postage charge receipt image, so that we can refund the same to your account. Please
enclose a note with your return mailing label i.e.(DCGd61PrRRMA ). Wrap the parcel securely
and post it to us at the below address. Our returns centre will need the return mailing label to
process the return.

Amazon Way
Dunfermline
Fife
KY118ST
Return email
Hello Emma Garside,
I'm sorry to know that you are experiencing difficulties to return the faulty device to Amazon.
This is not really what we want our customers to experience.
To help you with it, I've checked your account and previous correspondence with us and see that
my colleague has created label less return that is a QR code label for you.
I would have surely send you a return label by post, if our systems would have allowed us to send
return label by post. Also, if we arrange a home pickup by Hermes they will require the printed
label to be affixed to the package and will not accept returns with handwritten returns addresses
or no label.
In this case, I request you to return the device through any carrier service at your convenience
and write us back and attach the postage charge receipt image, so that we can refund the same to
your account. Please enclose a written note "(DM6MlCPZRRMA)". Wrap the parcel securely
process the return.

Amazon Way
Dunfermline
Fife
KY118ST
I once again apologize for the trouble you are experiencing to return faulty device to us.
clear as crystal!
Replacement ECHO DEVICE received used device
Hello,
I've checked our previous correspondence with you in chat and see that you are concerned with
the Echo show device as it was a used device.
I'm really sorry for the inconvenience caused due to this. We really don't want our customers to
experience such delivery issues. It might have happened to due to some error or
misunderstanding in the device fulfilling process and delivery to you.
To get it right, I've tried to replace the device and create a new replacement so that you should
receive a new Echo show . However I was unable to create a replacement as the Echo Show black
colour is as of now out of stock on Amazon web site. Echo Show white color is available in stock
for purchase.
In this case, I've issued a complete refund of £199.99 to your original payment card and I request
you to place a new order directly from your end if you wish to get white colour or please allow us
some time to get the black colour in stock again and then you can place the order.
You can check with the below link for the available Echo device:
https://www.amazon.co.uk/dp/B01KGEWACK
However, this does not mean your inconvenience and disappointment will go unnoticed. To
ensure utmost attention, I've forwarded your comments as feedback to the relevant department.
Please be assured they'll investigate the issue further and take necessary actions to ensure that
such instances are not repeated in future.
Also, I request you to return the device with you to us as set out in our returns policy, you need to
return the faulty item to us within 30 days of the date of this e-mail. If you don't, system will
charge the cost of your original order to the payment card you used for the order. I've created a
free return label for you so that you can use it to send the used device to use and there will no
charges to return the device to us.
https://www.amazon.co.uk/gp/orc/rml/DbYq6cP1RRMA
the instructions.
enclose a note with your return mailing label i.e.(DbYq6cP1RRMA). Wrap the parcel securely
process the return.
Amazon Way
Dunfermline
Fife
KY118ST
I personally apologise for the inconvenience caused to wrong delivery and that we weren’t able to
meet your expectations this time around. I hope that you will allow us another opportunity to
serve you in the future.
Replacement contact us
Hello,
I'm sorry to know that you are experiencing issues with the Fire HD 8 tablet with name "Mrs's 3rd Fire"
I really appreciate your efforts to get the tablet to work by performing troubleshooting steps like
resetting, charging.
As the factory reset is last troubleshooting step we can perform on tablet and still it didn't worked it
seems to be some internal hardware issue with the tablet.
I've checked your account and found that the tablet is still under warranty and we can get the tablet
replaced free of charge for you and ship you a replacement device to your address at earliest.
To get the device replaced,we need to confirm more details(shipping address, device details), which we
don't recommend sharing via email due to customer account security concern.
You can reach us via chat or freephone directly by clicking the Contact Us option at a time that best
suits you on any of our Kindle Support pages at:
When you visit our website and select Contact Us, click on the "Phone" tab, enter your number, and we
will call you right back. For chat, please click on the "Chat" tab on the Contact Us help page.
situation like this, it is very important for us that we provide you with accurate and expedient resolution
and this is the best way to be certain that your issue can be resolved more appropriately.
Also, I completely understand and agree that the tablet should last longer and should not get damaged
so easily and I once again personally apologize for the inconvenience caused to you.
I've taken your feedback with the quality of the device and forwarded it to our dedicated development
team so that they can look into it and take necessary actions.
any troubles you have with devices, orders, subscriptions and on your account.
When you contact us, please make sure you have the device and any additional accessories (such as the
power adapter) with you.
We hope you can contact us soon so we can help solve this problem quickly. We are always here to help
you at any point of time you need us.
Hello,
I'm sorry to know that the screen of the Kindle Fire 7 (7th Gen) device with name "dawn's 3rd Fire" registered on
your account is broken.
I've checked your account and found that the tablet is still under warranty and we can get the tablet replaced free of
charge for you and ship you a new tablet to your address at earliest.
To get the device replaced,we need to confirm more details(shipping address, device details), which we don't
recommend sharing via email due to customer account security concern.
In this regard, I request you to contact us via free phone or chat so that we can help you with the replacement
procedure and get it replaced at earliest for you.
You can reach us via chat or freephone directly by clicking the Contact Us option at a time that best suits you on
any of our Kindle Support pages at:
When you visit our website and select Contact Us, click on the "Phone" tab, enter your number, and we will call you
right back. For chat, please click on the "Chat" tab on the Contact Us help page.
In case you find any difficulty reaching us via chat or phone, please reply to this email with your contact details so
that we can arrange a call back for you and our team can contact you and help you further with the replacement.
you have with devices, orders, subscriptions and on your account.
adapter) with you.
Hello Chris
I'm sorry to know that you are experiencing issue with recently purchased Amazon's Fire 7 (7th
Gen) Kids Edition tablet.
I really appreciate your efforts to troubleshoot the issue by trying with alternate charging cable.
As alternate cables were also unable to charge the tablet, it seems that your device itself is faulty.
I've checked with your account and see that the device is under warranty and we will get the
device replaced for you under warranty.
I would have created a free replacement from my end for your damaged device however we need to
confirm more details(shipping address, payment card details for authentication) to process
replacement, which we don't recommend sharing via email due to customer account security
concern.
In this regard, I request you to contact us via phone or chat so that we can help you with the
You can reach Amazon Device Customer Support by clicking the below link:


Hello Karen,
I'm sorry to know that you are experiencing issue with recently purchased Fire TV Stick with
Alexa Voice Remote.
It seems that your device itself is faulty. I would have created a free replacement for your faulty
device however we need to confirm more details(shipping address, payment card details for
authentication) to process replacement, which we don't recommend sharing via email due to
customer account security concern.
replacement.
You can reach Amazon Fire TV Customer Support by phone or chat directly by clicking the
Contact Us option on the Amazon Fire TV Support pages:
Contacting us through the website allows you to verify security and ensures we have your
account information ready when we contact you.
Hello Mathew,
I'm sorry to hear about the issues you had with the ''Fire HD 8 Kids Edition Tablet, 8" Display,
32 GB, Pink Kid-Proof Case'' which screen scratched
We’ll happily replace this item at no cost to you. Because we can’t send individual items from a
set we’ll send you a replacement order for the entire set.
I hope you will understand our limitation as a online retailer in this case
There is no need to be concern.I'm happy to help you
In this instance in order to resolve this issue in a efficient manner I would like to offer you two
options.
OPTION 1:
We will send you a replacement order for the same item. Once you have received the replacement
and verified that everything is in an acceptable condition, we will ask you to send back the
original item. Rest assured that Amazon will cover the cost of returning.
OPTION 2:
We'd like to offer you a partial refund if you're interested in keeping it. So that you can purchase
the screen This will avoid the hassle in returning the item back to us.
Please reply to this email with your option in order to proceed further.
I am sorry in making you to write back to us, but this will help us in resolving this issue for you
in an efficient manner.
Your patience and understanding in this regard is greatly appreciated.
We hope to see you again soon.

My name is Neethu, I'm part of the Amazon Customer Services team and I've
> picked up your e-mail today.
>
> I'm sorry to hear about the problem you've had with your item "All-New
> Fire 7 Tablet with Alexa, 7" Display, 8 GB, Punch Red - with Special
> Offers".
>
> I can understand your concern that the tablet not charge/turn on and does
> not operate even if connected via mains.
>
> We can certainly understand that this was not what you expected when you
> placed your order and we never intended to let this happen.
>
> Please accept my sincere apologies for the inconvenience caused due to
> this situation.
>
> As our valued customer, your satisfaction is our top priority and we
> certainly do not intend to cause inconvenience to you.
>
> Normally, in such circumstances we would create a replacement order for
> the item right away, to be dispatched to you as soon as possible at no
> additional charge.
>
> However, in this case, we were uncertain how you would like us to proceed .
>
> If it would be okay, I would like to offer the following options to solve
> this problem for you:
>
> * We could process a replacement order for whole item without any
> additional cost.
>
> * We could process full refund for the item.
>
> Please let us know whether you would prefer us to send a replacement, or
> issue a refund for the item by replying to this e-mail.
>
> Please understand that this is to avoid the inconvenience of taking the
> wrong action and this will help us in assisting you more precisely.
>
> I realise that at this point of time asking you to contact us again would
> be disappointing, but I appreciate your patience and cooperation in this
> matter.
>
> We are waiting to assist you further.
Hello,
I'm sorry to know that you are experiencing charging issue with Fire HD 8 Tablet with name
"Ewan"
tablet replaced free of charge for you and ship you a new tablet.
To setup a call back as per your convenience:

From your email I understand you are contacting us because your Kindle Fire HD 8 is not
charging properly.
I'm sorry about the problem you're experiencing.
I have Tried to call you on the number 07545848942 , in your amazon account but was not able to
reach you.
I was hoping we could try to solve this over the phone as when I checked on our systems for the
Serial number : G090MF04740606K5, you provided it is not on your account and we would need
to authenticate the account of the devices.
This would be much quicker and easier for us to resolve over the phone and once we are able to
pass the account security, we can check the device details and look for the warranty information.
In this case, I request you to contact us through chat or free phone so that we can interact in the
realtime and provide assistance instantly.
I realise that at this point of time asking you to contact us via phone or chat would be
disappointing, however, we really feel that the best and secured way to assist you with this
concern is over the phone or chat.
To contact us via chat: http://www.amazon.co.uk/clicktochat-kindlesupport
We can be reached on Freephone (within the UK) 0800 279 7234. International customers can
reach us on +44 203 356 6212
Customer Service can also be reached by using the link below:
I hope this helps. Thanks for your understanding in this regard. We look forward to assisting
you!
To contact us via phone: http://www.amazon.co.uk/clicktocall-kindlesupport
Your patience is highly requested while we work on it. We look forward to see you soon.
Hello,
I'm sorry to know that you are experiencing charging issue with the Kindle Fire 7 (7th Gen)
device registered on your account. This is not what we want our customers to experience.
I really appreciate your efforts to troubleshoot the issue by trying with alternate charging cable.
tablet replaced free of charge for you and ship you a new tablet to your address at earliest.
which we don't recommend sharing via email due to customer account security concern. Once
you contact us we'll without any further delay ship a new tablet to your address at earliest.
page.
I completely understand and agree that the tablet should last longer and should not get damaged
appropriately.
Tablet replacement
Hello,
I've checked your previous correspondence with us and extremely sorry to know that you are
experience issues with the Kindle even after performing reset on it.
From the details you shared it seems to be hardware issue with the Kindle and we need to get it
replaced at earliest for you.
I'm sorry for the inconvenience caused and completely understand that as the Kindle is new such
fault should not happen with the Kindle. I've taken your feedback with the quality of the device
and forwarded it to our dedicated development team so that they can look into it and take
necessary actions.
To get it right, I've placed a new order, #204-9235800-8413161 , for the same item and it'll be
dispatched at earliest to the same address. There'll be no additional charge for your replacement
order.
As Kindle used in daily routine, I understand that it should be important for you to get it at
earliest , so the replacement will be delivered to your address as Express Delivery and guaranteed
delivery by: Tuesday, 27 November 2018
Please note, as set out in our returns policy, you need to return the faulty item to us within 30
return the faulty device to us.
https://www.amazon.co.uk/gp/orc/rml/DdsWKfPbRRMA
Please make sure you have your QR code when going to the Delivery Office. Open the return
label using the provided above link and have your QR code to provide it at royal mail office.
Alternatively, if you find any difficulty with the label, I'd request you to return the device
through any carrier service at your convenience and write us back and attach the postage charge
receipt image, so that we can refund the same to your account. Please enclose a note with your
return mailing label i.e.(DdsWKfPbRRMA ). Wrap the parcel securely and post it to us at the
below address. Our returns centre will need the return mailing label to process the return.

Amazon Way
Dunfermline
Fife
KY118ST
NO COMPULSORY REPLACEMENT
Hello,
I'm extremely sorry to know about the charging issues you are experiencing with the Fire HD 10
(7th Gen) that is registered on your account. This is not really what we want our customers to
experience.
I see that you are part of Amazon family since 2002. I really appreciate your support with us so
long and hope will be continuing to be with us.
damaged so easily and I once again personally apologise for the inconvenience caused to you.
To get the issue with the tablet resolved at earliest I request you to contact us via live medium
chat or free phone so that we can find out the cause of issue and work together in real time to get
tablet charge fine and if needed we can escalate the issue to our dedicated higher technical team
and help you with replacement options by confirming (present address and exact device on which
you are experiencing issue) as per your convenience. For this it will be helpful if we can get into
two way communication and get the issue resolved at earliest for you.
I've documented all the details you shared with me on our email conversation and also noted
about the inconvenience you had due to Amazon devices so that our technical team on call can
check with it and help you with the best solution as per your convenience.
foundation on which our company was built.

Be assured once you contact us via live medium we can get in two way communication to come up
with options to help you with the issue as per your convenience without any further delay and
you will be once again with good tablet.
Hope you can contact us soon so we can help solve this problem quickly.
Hello Jackie,
I'm sorry to know that the Kindle registered on your account has stopped working and is not turning ON and also
there are lines on Kindle. This is really not what we want our customers to experience.
From the details you shared with me, it seems to be internal software or hardware issue with the Kindle.
In this case, I request you to contact us via live medium chat or free phone so that we can find out the cause of
issue and work together in real time to perform advance troubleshooting and get kindle to work and if needed we
can escalate the issue to our dedicated higher technical team and also check with device details and help you with
replacement options if required as per your convenience. For this it will be helpful if we can get into two way
communication and get the issue resolved at earliest for you.
I can understand that as the Kindle is in daily use it is causing you much inconvenience and I really don't want to
see my customers struggling with our device and facing troubles.
Be assured once you contact us via live medium we can get in two way communication to come up with options to
help you with the issue as per your convenience without any further delay and you will be once again with working
Kindle.

Meanwhile, I request you to try with the below hard restart steps and check if Kindle starts and works fine.
1. Connect Kindle to charging

2. Press and hold the Power button for 40 seconds. If the device restarts before 40 seconds have passed, release
the Power button.If the device doesn’t restart, release the Power button, and then press the Power button again to
turn on the device.
I've documented all the details you shared with me on our email conversation and also noted about the
inconvenience you had due to Amazon device so that our technical team on call can check with it and help you with
the best solution as per your convenience.
which our company was built.
adapter) with you.
Hope you can contact us soon so we can help solve this problem quickly.
It is our privilege to have you as our valued customer. You are certainly the type of customer that we would like to
retain.
Hello Anne,
I'm sorry to know that the Kindle registered on your account has stopped working and is not turning ON. This is
From the details you shared with me, it seems to be internal software or hardware issue with the Kindle.
To help you with it, I've checked your account and see that there are two Kindles registered on your account Kindle
Touch (4th Gen) and Kindle Keyboard (3rd Gen).
In this case, I request you to contact us via live medium chat or free phone so that we can find out the cause of
issue and work together in real time to perform advance troubleshooting and get kindle to work and if needed we
can escalate the issue to our dedicated higher technical team and also check with device details and help you with
replacement options if required as per your convenience. For this it will be helpful if we can get into two way
communication and get the issue resolved at earliest for you.
Be assured once you contact us via live medium we can get in two way communication to come up with options to
help you with the issue as per your convenience without any further delay and you will be once again with tablets.
I can understand that as the tablet is in daily use it is causing you much inconvenience and I really don't want to

I realise that at this point of time asking you to contact us again would be disappointing, but in a situation like this, it
is very important for us that we provide you with accurate and expedient resolution and this is the best way to be
certain that your issue can be resolved more appropriately.
adapter) with you.
Hope you can contact us soon so we can help solve this problem quickly. We are always here to help you at any
Hello Anne,
I've checked all your previous correspondence with us and understand that you are experiencing
crashing issue with the tablet. This is not what we want our customers to experience.
I see that my colleague shared factory reset steps with you, however as you previously performed
same steps and still experiencing issue with the tablet, it seems to be some internal software or
hardware issue with the tablet that's the reason it is crashing.
In this case, I request you to contact us via live medium chat or free phone so that we can gather
more details on issue and work together in real time to avoid any misunderstanding and get
tablet to work and if needed we can escalate the issue to our dedicated higher technical team and
also check with device details and help you with replacement options as per your convenience.
For this it will be helpful if we can get into two way communication and get the issue resolved at
earliest for you.
I can understand that as the tablet is in daily use it is causing you much inconvenience and I
really don't want to see my customers struggling with our device and facing troubles.

Meanwhile if you are able to access settings on tablet, I request you to once update the tablet and
check , as I see that there are updates available for your tablet. Software update adds several new
features and includes important bug fixes to improve performance on your device.
To update your device, make sure you're connected to a Wi-Fi network and that your battery is
fully charged. From the System Updates screen, tap Check Now. The software update will
download in the background and will be applied once download is complete and the device is
sleeping.
Once update the tablet and check with the issue.
appropriately.
AP1AQUKI9J0NZ
Hello Carl,
I'm sorry to know that screen of both the Fire (5th Gen) tablets registered on your account is
broken.
As it is a hardware issue with the tablet we need to get it replaced.
To help you with the replacement options we need to confirm few details (shipping address,
purchase details) of the faulty details you are referring to which we don't recommend sharing via
email due to customer account security concern.
In this regard, I request you to contact us via free phone or chat to help you with the best options
to get the Fire tablet to work by helping you with the replacement options as per your
convenience.
I completely understand, as you use your tablet in daily life, it is important to get them to work at
earliest. At Amazon we always want all our customers to be happy with all the devices, services
we provide.
you will be once again with tablets.

appropriately.
Hello,
I'm sorry to know that you are experiencing charging issue with your Fire tablet.
I've checked your account and see that there's only one Fire tablet registered on your account i.e.
Fire (5th Gen) with name "mrs's Fire".
To investigate further we require device details of the faulty details you are referring to. In this
regard, I request you to contact us via phone or chat with the device serial number of the device
you are referring to so that we can pull more details on your device and help you with the best
options to get the Fire tablet to work and also verify warranty details, shipping address, payment
card details for authentication, which we don't recommend sharing via email due to customer
account security concern.
You can access below link to reach us.
REPLACEMENT EXCEPTION
Hello Lucy,
I'm sorry to know that you are experiencing charging issue on Fire 7 (7th Gen) tablet that you
purchased in last July 2017.
I really appreciate your efforts to troubleshoot the charging issue with the tablet.
As per the details you shared with me it confirms that the charging port of the tablet is itself
faulty. I've checked with your account and see that the device is out of warranty.
Not to worry, as an exception we'll get the tablet replaced free of charge for you and ship a new
tablet to your address without any delay, so that you will be again be able to use the tablet.
To ship new tablet to your address, we need to confirm more details(shipping address, device
replacement procedure in real time and get it replaced at earliest for you.
Also, be assured, I've already added a note on our email conversation that the tablet should be
replaced for you free of charge as an exception. So that when you contact us via phone or chat my
colleague can look at the note and help you with the replacement at earliest.
To setup a callback so that we can contact you via phone:


OOW
Out of warranty
Hello,
I'm sorry to know that you are experiencing charging issues with the Kindle (4th Gen) with name
"Mary's" registered on your account.
From the details you shared with me, it seems to be internal hardware issue with the Kindle. Also
it can be issue with the charging port or charger used to charge the Kindle.
To investigate issue with the Kindle and get it resolved we need to have a two way communication
with you so that we can work on issue in real time and help you with it without any further delay.
In this regard, I request you to contact us via free phone or chat to help you with best options to
get the Kindle to work and if needed with the replacement options.
I completely understand, as you use your Kindle to read you are very much connected to it and
missing it. At Amazon we always want all our customers to be happy with all the devices, services
we provide and I really don't want to see my customers struggling with our device and facing
troubles.
you will be once again with Kindle.

appropriately.
Hello,
with name "Mrs's Fire TV stick" that is registered on your account.
I really appreciate your efforts to get the Fire TV stick to work by trying troubleshooting steps.
From the details you shared it seems to be software or hardware issue with the Fire TV stick.
To investigate issue with the fire TV stick and get it resolved we need to have a two way
communication with you so that we can work on issue in real time and help you with it without
any further delay. In this regard, I request you to contact us via free phone or chat to help you
with advance troubleshooting steps and the best options to get the Fire tablet to work and if
needed with the replacement options.
I completely understand, as you use Fire TV stick on daily basis it is important to get it to work
soon. At Amazon we always want all our customers to be happy with all the devices, services we
provide.

appropriately.
Also, I completely understand and agree that the Fire TV stick should last longer and should not
get damaged so easily and I once again personally apologize for the inconvenience caused to you.
with options to help you with the issue as per your convenience and you will be once again with
Fire TV stick
Fire TV application
Hello,
I've checked your previous correspondence with us and see that you are experiencing issue with the "Plex"
application on Fire TV stick device registered on your account.
I' extremely sorry for all the inconvenience caused to you because of the issue and also sorry as previous
troubleshooting steps didn't work for you.
To help you with it, I've checked your account and see that all the settings on your account are fine and also the
application is compatible with your Fire TV stick and also the Fire TV stick is with latest software available.
It means that there is some intermittent issue with the Fire TV stick that the application is not working fine on it.
In this case, I request you to factory reset the Fire TV stick so that all the intermittent software issue with the Fire
TV stick will be cleared and will be as if brought out of box. Also the application installation that is stuck on Fire TV
stick will be removed.
I would like to inform you that movies, TV shows and apps you've purchased from Amazon are all saved to your
account and you'll be able to access them again after the reset once you re-register your Fire TV.

You can also Factory Reset your device by pressing and holding the back button and right on the navigation ring for
a full 10 seconds. This will prompt you to cancel the reset, to wait for the reset to happen automatically, or choose
to go ahead and reset without waiting on the timer.
Once done restart the Fire TV stick and register it with your Amazon credentials .
Now go ahead and try to install Plex application and check with it.
I'm positive the application will be installed fine on your device.
In unlikely event if issue still persist I request you to write us back with confirmation so that we can escalate the
issue to our dedicated technical team for further insight.
Also you can contact us via free phone to have a two way communication with you so that we can work on issue in
real time and help you with it without any further delay.
I completely understand, as you use Fire TV stick on daily basis it is important to get it to work soon. At Amazon we
always want all our customers to be happy with all the devices, services we provide.

adapter) with you.
Hello,
with name "CAROL's Fire" registered on your account.
I really appreciate your efforts to get the tablet to work by trying with alternate charging cable.
From the details you shared with me, it seems to be internal hardware issue with the tablet. Also
as the tablet is dead, we will be unable to perform any troubleshooting steps on it.
To investigate further we require device details of the faulty details you are referring to. In this
regard, I request you to contact us via free phone or chat to help you with the best options to get
the Fire tablet to work and help you with the replacement options.
I completely understand, as you use your Kindle to read you are very much connected to it and
missing it. At Amazon we always want all our customers to be happy with all the devices, services
we provide.
you will be once again with Kindle.
page.
appropriately.

Hello Naomi,
I'm sorry to know that you are being charged £7.99 for Fire for Kids unlimited even after
cancelling your subscription.
After reviewing our previous correspondence with you and see that the subscription was
cancelled by my colleague, however due to some technical issues it didn't get deactivated from
server end.
To avoid any further inconvenience, I've now deactivated the subscription and issued a refund of
£7.99 to your original payment method. You will be receiving a subscription cancellation
confirmation email to your registered email ID.
*************************************************
Further regarding your broken Kids Edtion tablet (rubys fire), on checking with your account I
see that the device is still under warranty.
As the screen of device is cracked, I would have created a free replacement for your faulty device
however we need to confirm more details(shipping address, payment card details for
authentication) to process replacement, which we don't recommend sharing via email due to
customer account security concern.
replacement.
You can access below link to reach us.
0153557032
Account ID: A3V2EQ2PLUPXW1
Subscription ID: 0H7C91A1JX437AEZ4RQ1
Contact ID: A1UO48OWONUXSW
MUSIC CANCEL
Hello Donna,
I'm sorry to know that you have been charged GBP 7.99 to your account.
I've checked your account and see that the charge GBP 7.99 is for " Prime Monthly Paid"
subscription. It was activated as a 30 day free trial subscription on Thursday, 10 May 2018. Later
it got updated to paid subscription charging you GBP 7.99 monthly.
Further, I see that there is "Amazon Music Unlimited Free Trial" active on your account. It was
activated on Tuesday, 10 July 2018 as free trial and there are no charges related to this
subscription. Your free trial will end on Tuesday, 10 July 2018.
account.
If you are unaware of the "Prime Monthly Paid " subscription or don't want to continue with
Rest assured, you are not being charged for Amazon Music unlimited subscription.
To check your Amazon music unlimited status or make any changes to subscription, please follow
below link.
https://www.amazon.co.uk/gp/dmusic/player/settings.
0153689036 silk browser
SUBSCRIPTION CANCELLATION
Hello Stewart,
I'm sorry to know that you have been charged in the amount of GBP 7.99 on your account.
I've checked with your account and see that the charge is related to "Amazon Music unlimited"
subscription which is free for 30 days. Free trial started on Friday, 30 December 2016 and
upgraded to paid membership on 29 January 2017 .
card.
If you are unaware of subscription or don't need the subscription you can cancel Amazon Music
Unlimited subscription at any time from Your Amazon Music settings in Your Account:
3. Select the "Cancel Subscription" or "Do Not Continue After Trial" option in your
"Subscription Renewal" details.
You can also do this from the "Settings" menu in the Amazon Music app for Android and Fire
tablets.
You'll see your subscription end date on the confirmation screen.
If you find any difficulty, I request you to write us back with the confirmation to cancel the
subscription so that we can go ahead with cancellation.
GAME DOWNLOAD ISSUE
Hello,
I'm sorry to know that, you are experiencing issue with the purchased "Full Game Unlock" for
and unable to use it.
I've checked your account and see that the game was purchased successfully, however it was not
fulfilled correctly to your account.
In this case, I've issued a refund of £2.25 for the game to your original payment method and
request you to make a new purchase and download the game to your device.
Before making purchase, I request you to perform below steps to clear cache and data on
application which will clear any glitches on your device and help application work fine.
1.To perform clear data for appstore:
4. Tap "Appstore" and select "Clear Data".
5. Go back select "Mystery Trackers: Queen of Hearts" app and select "Clear cache"
Once done restart your device. Press and hold the power button for up to 40 seconds (until the
screen goes black) and then release. After the device has completely turned off, press the power
button again to restart it. Once your device is back on check with the game.
If the issue still persists with the new order, please feel free to contact us . We will be happy to
help you.

APP ACCIDENTAL PURCHASE
Hello Yasmine,
I'm sorry to know about unknown purchase of applications on your account.
I've checked your account and see that the apps are purchased from the Amazon appstore
application on your Kindle Fire 7 (7th Gen) tablet with name "Yasmine's 3rd Fire".
As you're aware all the digital purchases get processed with the default 1- Click payment method
and it might be the reason that accidental purchase was done or might be someone from your
family who have access to your tablet accidentally installed.
All the applications purchased on your account and installed on device are free of charge.
Rest assured you've been not charged for them.
You can uninstall the application if not needed by performing below steps on Tablet:
4. Tap on application name you want to delete and select "uninstall".
As an option, you can setup parental lock on tablet.
With parental controls, you can:
- Restrict access to the Silk browser and the Email, Contacts, and Calendar apps
- Prevent accidental purchases, video playback, and Wi-Fi connectivity
- Block the content libraries: Newsstand, Books, Audiobooks, Music, Video, Docs, Apps, Games,
Photos
You can enable parental control by performing below steps:
1. Swipe down from the top of the screen, and then tap the Settings (gear) icon.
2. Tap Parental Controls, and then tap the switch next to Parental Controls.
3. Follow the onscreen instructions to set a Parental Controls Password.
A padlock icon will appear at the top of the screen in the Status Bar indicating that parental
controls are enabled.
you.
ALEXA RADIO ISSUE
Hello Joyce,
I'm sorry to know that you are experiencing issue with Alexa playing radio stations north sound
and original 206.
I've also replicated for the same on our test device and found that Alexa says the stations are not
available.
On further checking my resources, I see that radio station North Sound 1, North Sound 2 are
unavailable for UK region from the station end that's the reason you are unable to play North
sound station on Alexa. I'm sorry for inconvenience this might cause.
Regarding Original 206 radio station, I'm sorry to inform that I am unable to find the station
details. It will be helpful if you could share more details on the radio station "Original 206"(Tune
In radio station link) to help us assist you further.
I'm sorry for making you to contact us again, but please be assured this is the best way to assist
you further.
You can also contact us by phone or chat, so we can troubleshoot this issue with you and gather
more information for our developers to investigate.
Thank you for you patience and understanding in this regard.
APPSTORE UNKNOWN APPS
Hello Yasmine,
I've checked your account and see that the apps are purchased from the Amazon appstore
application on your Kindle Fire 7 (7th Gen) tablet with name "Yasmine's 3rd Fire".
All the applications purchased on your account and installed on device are free of charge.
Photos
A padlock icon will appear at the top of the screen in the Status Bar indicating that parental
controls are enabled.
you.
Thank you for being Amazon's valuable customer
iOS purchase
Hello Janie,
I'm sorry to know you are finding it difficult to buy and download "Swimming Lessons" kindle
edition on iOS.
The buy and download option from the Kindle iOS app is unavailable due to restrictions and
limitations as per Apple application policies.
That's the reason you are unable to buy the content from Kindle app.
app, or choose "Read in browser" to read in Kindle Cloud Reader.
Help pages at:
MUSIC UNLIMITED AUTO DEACTIVATE
Hello,
I'm sorry to know that you are experiencing issue with the Music subscription.
I've checked your account and see that the subscription is cancelled on Sunday, 17 June 2018 ,
that's the reason you are unable to listen to music.
If you are unaware of the cancellation or accidentally cancelled the subscription, I request you to
follow the below steps to activate the subscription on your account.
You can start an Amazon Music Unlimited subscription and view subscription pricing at:
To complete subscription sign up on the Amazon website:
1. Select "Start a Free Trial" or "Join Now".

2. Select your subscription payment method.
3. Review your subscription details, then select "Join Now".
You can also sign up for Amazon Music Unlimited directly through the Amazon Music app on
your Android device, PC or Mac computer, Fire TV or Fire tablet. Look for the "Go Unlimited"
or "Join Now" options within the app to get started. Then follow the on-screen instructions to
select your preferred plan or start a free trial.
Once the subscription is activated, try playing music and check.
In case if you are still unable to access Amazon Music unlimited, I request you to try with the
Amazon music from web browser (https://music.amazon.co.uk) to confirm if the issue is with
Music account or Music app.
Amazon Music for Web is a browser-based digital music player that lets you store, manage, play
and download digital music you’ve purchased from Amazon or uploaded through Amazon Music.
Amazon Music for Web requires an Internet connection and works with most Mac and PC web
browsers.
You can launch the Amazon Music for Web from the Amazon Digital Music Store or by going
directly to:
For more information about Amazon Music, go to:
If the issue still persists, I request contacting us by chat or phone, It may be easier for us to help
you over the phone/chat. You can contact Customer Service by clicking on the "Contact Us"
button on any of our Amazon Music Help pages:
www.amazon.co.uk/amazonmusic/help
Contacting us through the website allows you to verify security before a call is placed and ensures
we have your account information ready when we call you.

Ads pop up special offers
On 14 June 2018, at 04:27, "Amazon.co.uk" wrote:
Your Account Amazon.co.uk Message From Customer Service Hello Jenny,
Thank you for contacting Amazon!
I understand that you are getting apps on your Fire tablet, when you are accessing variety of
apps.
I'm sorry for the inconvenience caused.
I've checked your account and could see that special offers (ads) is unsubscribed for your device.
Special Offers display on your Fire's screensaver and on the bottom of the Home screen − they
don't interrupt you while you're using your device.
Hence, I can confirm that you haven't got subscribed to special offers (ads) from Amazon and the
ads which are getting is not offered from us.
However, I'd like to inform you that the apps offered in the Amazon Appstore can be available in
both ad-free and ad-supported versions.
If the app is an ad-supported version, you may see advertisements placed by the developer of that
application, not by Amazon. If the app is an ad-free version, you won't see any advertisements.
So, it depends on the apps which you have downloaded on your device.
If you do not wish to receive the ads on your device, you might need to contact that particular
app developer for disabling those ads as they will be in best potion to help you.
Further, to ensure utmost attention, I have sent your feedback to the Appstore development team
to look into this. We're always looking to give out customers maximum options on our store as we
make further improvements. Customer feedback like yours really helps us continue to improve
our products and provide better service to our customers.
If you need any further assistance, please feel free to reach us anytime. We'll be glad to help you.

> I'm sorry to learn that you're receiving pop-ups on your Kindle Fire
> device.
>
> Upon checking your account, I would like to confirm that special offers
> has been removed from your device since you have purchased the device
> without special offers.
>
> However, from your email, it seems that you're referring to Amazon Silk
> web browser pop-up notifications.
>
> Please be informed that Amazon Silk automatically notifies you when pop-up
> windows are detected. You can manage pop-up windows from the Settings menu:
>
> 1. With the web browser open, swipe from the left side of the screen.
> 2. Tap Settings.
> 3. Tap Advanced Settings.
> 4. Tap Site Settings.
> 5. Set Pop-ups to "Blocked".
>
> You’ll see options to have the browser notify you when a pop-up window is
> detected, never notify you when a pop-up window is detected, or always
> block pop-up windows without a notification.
>
> Further, if you are seeing adverts even after this, then please be
> informed that any apps downloaded in your Kindle device might be the reason
> for it as there are two kinds of apps - ad-supported version and ad-free
> version.
>
> If the app you purchased is an ad-supported version, then you may see
> advertisements. If the app you purchased is an ad-free version of the app,
> then you will not see any advertisements.
>
> For your information, when using your Fire in portrait mode, you'll see
> recommendations beneath the carousel on the Home screen. Tap any
> recommendation to learn more about the product.
>
> To turn off Home Screen Recommendations:
>
> 1. Swipe down from the top of the screen to open Quick Actions, and then
> tap Settings
> 2. Tap Applications.
> 3. Tap Home Screen, and then tap Hide.
>
> If the issue still persists, you can reach us by chat or phone for some
> real time troubleshooting steps.
0154049612 jenny.northwood@googlemail.com follow up for reset steps.

EBOOK AND AUDIO DISCOUNT PRICE
Hello,
I'm sorry to know that you are experiencing difficulties to purchase audiobook at discounted
price.
I would like to inform you that as you purchased ebook version separately you are unable to get
the audio book for discounted price.
The discount offer is applicable to your audio version only if you purchase ebook and audio
version together.
To help you with this, I've issued a refund of £3.99 for the ebook "Hundred-Year-Old Man Who
Climbed Out of the Window and Disappeared" which you already purchased. Refunds usually go
through within five to seven business days and you will see this amount credited on your next
statement.
Now I request you to follow the below steps to purchase the ebook and audio book at discount
price:
1. Access link: https://www.amazon.co.uk/dp/B010A7BNPS/

2. On right side of page, check mark the "Add Audible Narration" checkbox before clicking the
option to "Buy now" with 1-Click on the product detail page.
3. Login with you Amazon credentials to complete the purchase.
The discounted price that you will pay for the audio book will be listed, along with a link back to
the audio book at full price.
Once done, you will be receiving both the ebook and audio narration for book at same time at
discounted price.
you.
UPDATE HOMEPLACE
Update address
Hello Samantha,
I understand that, as you moved to UK, you would like to update your account details to UK so
that you can access UK kindle store.
I've transferred your Kindle Account to Amazon.co.uk. You may now begin shopping for digital
content at the Amazon.co.uk. All Kindle content in the Kindle Store will be priced in Pounds
Sterling (GBP).
To make digital purchases from Amazon.co.uk, please update your payment method and address
of residence to UK:
To update payment card:
1. Go to the Manage Your Content and Devices page (https://www.amazon.co.uk/mycd).

2. Select the Settings tab.
3. Under Digital Payment Settings, click Edit Payment Method to update or change your
payment method.
To update address:
Simply sign into https://www.amazon.co.uk and visit Your Account, which can be found at the
top of any page of our website.
Click on "Your Addresses"to view a list of addresses previously added to your account. From this
page, you can add a new address and edit or delete an existing address. You can also select
weekend availability preferences and add a security access code for any UK addresses.
To change your default 1-Click address, locate the relevant address and click on “Set as default”.
Once you do this, all future 1-Click orders will be sent to the selected address.
For more information on 1-Click shopping, please visit the following URL:
After making the above changes, please restart your device so that changes will reflect on your
device.
you.
IOS MUSIC CANCELLATION

Hello Angela,
I understand that you would like to cancel Amazon music services on your account.
I've checked your account and see that there are two subscriptions active :
1. Amazon music unlimited free trial - Apple in-app purchase
2. Prime music with Prime monthly free trial.
From your query, I am unable to understand the exact subscription you have requested to cancel
as both the subscriptions include music services. Below are the steps to cancel both the
subscriptions.
-- As Amazon Music Unlimited subscription is managed by Apple Wallet. Visit your iOS device
Settings to cancel the subscription turn off auto-renewal of Amazon Music Unlimited free trial.
To cancel Amazon music unlimited from iOS, please follow below link that shows pictorial
representation of steps which will be easy for you to follow.
Visit: https://support.apple.com/en-gb/HT202039.
Your music subscription will continue until the end of your current billing cycle. Your music
library and playlists will be available for one year after your subscription ends.
-- To cancel Prime monthly free trial access below link and login with your Amazon credentials
http://www.amazon.co.uk/manageprime.
Select ‘End Membership’. This will stop your Prime membership automatically renewing at the
end of your current contract.
** Please note that if you cancel prime free trial you might lose access to all other benefits with
prime music.

Hello,
I've checked our previous correspondence with you and understand that you are concerned with
the refund for Amazon Music Unlimited subscription that is activated from iOS device.
As music unlimited subscription was subscribed from iOS device as an in-app purchase, your
subscription will be created and managed through your Apple iTunes account.
If it was activated from Amazon I would have surely helped you with refund without any delay,
as I always want all my customers to be happy with our services. As your subscription is
managed and charged by Apple team option to refund and manage subscription is unavailable on
our systems. It will be helpful to directly contact Apple support team so that they can check with
the details of the subscription and help you with the refund at earliest.
I request you to access the below link to check with the steps to cancel the subscription and get in
contact with the Apple team so that they can easily help you with the refund.
https://support.apple.com/en-us/HT202039
Access above link and click on support option from the top of the website to get connected to
them.
I personally apologise for the inconvenience caused as we are unable to help you with the refund
and that we weren’t able to meet your expectations this time around. I hope that you will allow us
Thank you for your patience and understanding in this regards.
Hello,
I'm sorry to know that you are experiencing issues to access Amazon music account on your iOS device.
In this case, I request you to access the Amazon music from PC/Mac by following below steps and check if you are
able to access your Music account so that we can confirm if the issue is with the phone or account.
Please access : https://music.amazon.co.uk/home?ref=dm_wcp_af_r

Try login with your Amazon credentials and check.
If you are able to access music on web then it can be issue with the application on phone. In this case, I would
suggest you to uninstall and re-install the music application on your iOS device, so that any technical glitch with the
application will be cleared and you will be able to access Amazon music once again.
If the issue still persist, I request you to contact us via chat or phone so that we can together troubleshoot the issue
and look into the problem with Music account a little more deeply and if needed escalate the issue to our technical
team so that they can verify the cause of issue and come up with the resolution to get Amazon music account back
to work.

Authorisation charge email
Hello Karen,
I'm sorry as, being a prime member you were charged £10.99 for music unlimited subscription.
I've checked your account and see that the one amount of £10.99 is for " music unlimited "
subscription. and the other £10.99 you are seeing on your bank statement is for authorisation.
unused authorisations.
The music unlimited subscription was subscribed from iOS device as an in-app purchase. If you
subscribed to Amazon Music Unlimited through the Amazon Music app on an Apple iPhone or
iPad (iOS) device, your subscription will be created through your Apple iTunes account.
It was activated as a 30 day free trial subscription on 21 April 2018. Later it got updated to paid
subscription on 21 May 2018 charging you £10.99 monthly.
I'm sorry for the misunderstanding with the Music unlimited subscriptions.
I would like to inform you that the Amazon Music Unlimited plan offered by Apple is charged
£10.99/month.
Music unlimited subscription for prime members are £3.99/month for Music unlimited single
device plan, £7.99/month for Music unlimited individual plan, £14.99/month for Music unlimited
family plan from Amazon.
Discounts such as for Amazon Prime subscribers and other promotions are not available for
Amazon Music Unlimited subscriptions purchased through an Apple device.
As Amazon Music Unlimited subscription is activated from iOS device it is managed by Apple
Wallet charging you £10.99 from there end.
You can visit your iOS device Settings to cancel the subscription turn off auto-renewal of Amazon
Music Unlimited.
To cancel and get refund for Music unlimited from iOS, please follow below link that shows
pictorial representation of steps which will be easy for you to follow.
Visit: https://support.apple.com/en-gb/HT202039.
Your music subscription will continue until the end of your current billing cycle. Your music
library and playlists will be available for one year after your subscription ends.If subscribed for
Music unlimited from Apple, at the end of your iTunes billing period, once the plan has expired,
you can then rejoin via the Amazon website. Because your library and playlists are tied to your
Amazon account, they will still be available when you re-subscribe.
The Family, Echo, Student, Individual and Annual plans are all available directly through
Amazon.
Visit www.amazon.co.uk/amazonmusicunlimited to learn more.
Music unlimited ios refund

Hello Elizabeth,
I'm sorry to know that you are being charged for Amazon Music even when you are a prime
member. This is really not what we want our customers to experience.
To help you with it, I've checked your account and see that you are being charged for Music
unlimited plan active on your account that is activated from iOS device registered on your
account.
As you are prime member you are eligible for Prime Music (free benefit of prime), you'll
automatically get access to selected titles (over 2 million songs) from Amazon Music as part of
Prime membership, at no additional cost.
Please be informed that, Amazon Music Unlimited and Prime Music share similar features, but
are two separate services.
Both give you the option to add titles to My Music, the main difference is that Amazon Music
Unlimited offers access to more music.
catalogue as long as you have an active subscription.
As Amazon music unlimited subscription was subscribed from iOS device as an in-app purchase,
your subscription will be created and managed through your Apple iTunes account and it is
managed by Apple Wallet charging you £10.99 from there end.
If it was activated from Amazon I would have surely helped you with refund without any delay,
as I always want all my customers to be happy with our services. It will be helpful to directly
contact Apple support team so that they can check with the details of the subscription and help
you with the refund at earliest.
I request you to access the below link to check with the steps to cancel the subscription and get in
them.
I personally apologise for the inconvenience caused as we are unable to help you with the refund
and that we weren’t able to meet your expectations this time around. I hope that you will allow us

Music unlimited ios canceled
Hello Leah,
I understand that you would like to cancel the Music unlimited subscription on your acccount.
To help you with it, I've checked your account and see that the music unlimited subscription is
activated from iOS device registered on your account.
As Amazon music unlimited subscription was subscribed from iOS device as an in-app purchase, your
subscription will be created and managed through your Apple iTunes account and it is managed by
Apple Wallet charging you from there end.
As your subscription is managed and charged by Apple team option to cancel/ manage subscription is
unavailable on our systems.
I request you to access the below link and follow the steps to cancel the subscription and also can get in
If you find any difficulty, it will be helpful to directly contact Apple support team using above link so
that they can check with the details of the subscription and help you with it at earliest.
Access above link and click on support option from the top of the website to get connected to them.
I personally apologise for the inconvenience caused as we are unable to help you with the refund and
that we weren’t able to meet your expectations this time around. I hope that you will allow us another
opportunity to serve you in the future.
Thank you for your patience and understanding in this regards and being Amazon's valuable customer.
Hello,
I understand that you are concerned with cancelling Amazon Music Unlimited subscription that
is activated on your account.
I've checked your account and see that music unlimited subscription was subscribed from iOS
device as an in-app purchase, your subscription will be created and managed through your Apple
iTunes account.
If it was activated from Amazon I would have surely helped you by cancelling it directly from
our end without any delay, as I always want to help my customers on priority basis and keep all
my customers to be happy with our services.
However, as your subscription is managed and charged by Apple team option to cancel/ manage
subscription is unavailable on our systems.
I request you to access the below link to check with the steps to cancel the subscription directly
from your iOS device.
Also, it will be helpful to directly contact Apple support team so that they can check with the
details of the subscription and help you with the cancellation at earliest.
them.
I personally apologise for the inconvenience caused as we are unable to help you with the
cancellation and that we weren’t able to meet your expectations this time around. I hope that you
will allow us another opportunity to serve you in the future.
Hello Adam,
I'm sorry to know that you are experiencing difficulty to get music unlimited plan for GBP 3.99
activated on your account. This is really not what we want our customers to experience.
To help you with it, I've checked your account and see that Music unlimited was subscribed from
iOS device as an in-app purchase, your subscription will be created and managed through your
Apple iTunes account.
I see that the free trial is going to end on Monday, 19 November 2018.
Regarding the GBP 3.99 plan for music unlimited, I would like to inform you that Amazon Music
unlimited single device plan is for GBP 3.99. This is a single device plan, that is it is bind to the
single device on which it is activated and you can't use the subscription to play music on any
other devices. You can sign up directly on your Echo device using your voice—just say, "Alexa, I
want Amazon Music Unlimited for Echo." You can also use your voice to find and play music, or
to add titles from Amazon Music Unlimited to My Music.
Also as your present subscription is managed and charged by Apple team option to cancel/
manage subscription is unavailable on our systems.
I request you to access the below link to check with the steps to cancel the subscription directly
from your iOS device, so that you won't be charged for it further.
Apple only offers the Individual monthly plan. The Family, Echo, Student, and Annual plans are
all available directly through Amazon.
Visit www.amazon.co.uk/amazonmusicunlimited to learn more.
To choose a different Amazon Music Unlimited plan, you must first cancel your auto-renewal
through iTunes. At the end of your iTunes billing period, once the plan has expired, you can then
rejoin via the Amazon website. Because your library and playlists are tied to your Amazon
account, they will still be available when you re-subscribe.
clear as crystal!
Music unlimited echo plan
Hello Elaine Richards,
I'm sorry to know that you are experiencing issue with the music subscription.
To help you with it, I've checked your account and see that music unlimited is active on your
account. Music unlimited plan active on your account is activated from iOS device registered on
your account.
As Amazon music unlimited subscription was subscribed from iOS device as an in-app purchase,
your subscription will be created and managed through your Apple iTunes account and it is
managed by Apple Wallet charging you £10.99 from there end after the end of trial period.
Apple only offers Amazon Music Unlimited Individual Plan that is available through iTunes (in
app payment).
The Family, Echo single device, Student, and Annual plans are all available directly through
Amazon. Visit www.amazon.co.uk/amazonmusicunlimited to learn more.
As you own a Echo device, you can subscribe to Echo single device plan for 3.99/month. You can
sign up directly on your Echo device using your voice—just say, "Alexa, I want Amazon Music
Unlimited for Echo." You can also use your voice to find and play music, or to add titles from
Amazon Music Unlimited to My Music.
Also there is promotional offer running for Music unlimited subscription 3 months free for GBP
0.99
You can access www.amazon.co.uk/amazonmusicunlimited to get subscribed to the plan.
I request further to check with link below to get the steps to cancel the subscription directly from
your iOS device, so that you won't be charged for it further.
To choose a different Amazon Music Unlimited plan, you must first cancel your auto-renewal
through iTunes. At the end of your iTunes billing period, once the plan has expired, you can then
rejoin via the Amazon website.
clear as crystal!
MUSIC ISSUE
Hello,
I'm sorry to know that you are experiencing issue while playing Prime album 'Upstairs at Eric's
(2008 remastered version)'.
I've replicated the same album on our test devices and the album is playing fine on Android,
Echo, Web player(From PC). In this regard there might be issue with the device/app you are
trying to play music on.
I've checked your account and see that there are multiple devices added to your account and I am
unable to determine on which device you are experiencing the issue.
Below are the basic troubleshooting steps which mostly solves any intermittent music playback
issues . I request you try below troubleshooting steps as per the device you are using.
1. For Android phone:
-- We can also check with the application updates if available. Usually, upgrading to the latest
version of our app will resolve this issue. To install the latest go to, visit the Amazon Appstore or
Google Play, search for "Amazon Music" and update the Amazon Music App
-- We need to clear cache of Music application. Cache files are temporary files which are no
longer needed created by android OS which can interfere in proper working of application.
To clear your Amazon Music app for Android cache, launch the Amazon Music app and tap
Menu. Select "Settings", then "Clear Cache".
Once done restart the phone and check if album plays fine.
2. For PC/Mac:
We need to sign out and sign in to the Music for PC/Mac and check.
-- Access link : https://music.amazon.co.uk
-- Sign out from the account. To sign out from Amazon Music for PC and Mac, click the account
name dropdown in the upper right corner of the application window, and select "Sign Out
-- Login with your Amazon credentials and try to play album and check.
3. For Fire tablet:
4. Tap "Amazon Music" and select "Clear cache".
Once done restart your device. Press and hold the power button for up to 40 seconds (until the
screen goes black) and then release. After the device has completely turned off, press the power
button again to restart it. Once your device is back on check with the music album.
If the issue still persists, please write back to us with the confirmation on which device you are
experiencing issue and if possible attach a screenshot of the error to help you with it at earliest.
We will be happy to help you.
You can also contact us via chat or phone so we can troubleshoot this issue with you in real time
and gather more information for our developers to investigate. You can reach Amazon Device
Customer Support by clicking the below link:
Different country settings unable to purchase music mp3
Hello Richard,
I'm sorry to know about the difficulties you are experiencing to purchase Mp3 version of music
"The End of Love" using promotional credits issued by us.
I've checked your account and see that your account home market place is set to US, 1-click
settings are not updated and also your home country settings for music is set to Australia.
Just so you know to place any digital order all your account details should be of UK, this is the
reason you are unable to purchase the music.
I see that, my colleague added promotional credit GBP 7.89 to your account. As this promotional
credits were added by Amazon.co.uk you can use it with your details related to UK country so
you need to update the above said settings to your account.
To successfully complete your order I request you to update your home country settings, 1-click
settings to UK.
-- To update home country settings:
1. Go to www.amazon.co.uk/amazonmusic/settings to access Your Amazon Music settings.

2. Go to Your Country Settings. Set the country to UK
-- To update 1-click settings:

Login with your account credentials.
2. Click on "1-click settings" under "More ways to pay".
3. You add or edit already added 1-click settings and change payment card and add UK payment
card from same menu.
Once done try to place order by accessing below link:
https://www.amazon.co.uk/End-Love-Live-Leonard-Cohen/dp/B01F6W7RE8
In case you find any difficulties, please do contact us via chat or phone so that we can verify
details like payment card, address which is not recommended to share in email and help you at
earliest with it.
CALL US NOT WORKING
Hello Carol,
I'm sorry to hear that you have unknown charges on your account. This is not what we want our
customers to experience.
To help you with this, I've checked and couldn't find the charge you reported on your Amazon.co.uk
account.
In this situation, I'd request you to get in touch with our Customer Service department with the
following information to hand, and ask to be put through to a member of our Charge Enquiries team.
You'll need:
The charge amount and the date on which it was taken.

The last four digits of the credit card charged.
The annotation next to the charge on the statement.
Do you have another Amazon account under a different email address?
Is the payment card on a joint account or does a family member have access to the credit card?
and in my experience, this is the best way to be certain that your issue can be resolved more
appropriately over phone.
Please understand my limitations as an email agent in this regard.
Customer Service is available Monday to Sunday 09:00 to 18:00, local UK time and can be reached by:
Free phone (within the UK): 0800 496 1081
International customers: +44 (0) 207 084 7911
We look forward to hearing from you.'
NO CARRIER AVAILABLE
return dispatch error blurb

kindle_replace_lost
alexa android troubleshooting
Alexa call us
Hello,
[FOR INCOMPLETE CALLS, ADD:
I'm sorry we didn't have the chance to finish our conversation. If you
need more help with [DESCRIBE CUSTOMER CONCERN IF KNOWN],
please don't hesitate to contact us again.]
Here's how to reach Alexa Customer Support:
If you need to troubleshoot your Alexa device, we recommend that you

contact us by phone. When you contact us, please make sure you have
the device and any accessories that came with your device with you.
You can also contact us directly from the Alexa app on your compatible
phone, tablet, or desktop browser. From the app, open the left navigation
panel, and then select "Help & Feedback." You'll see options for emailing
or calling us. If you choose to call us through the app, this allows us to
have your account information ready when we call you. To learn how to
download the Alexa app, go to:
https://www.amazon.co.uk/help/alexa/download
Thank you for allowing us to work through this with you.
SUBSCRIPTION CANCEL REQUEST
Hello Hannah,
I'm sorry to know that you have been charged GBP 7.99 on your payment card.
I've checked your account and see that the charge GBP 7.99 is for " Kindle Unlimited Paid
Membership" subscription. It was activated as a 30 day free trial subscription on 21 May 2018.
Later it got updated to paid subscription on 20 June 2018 charging you GBP 7.99 monthly.
card.
account.
If you are unaware of the "Kindle Unlimited Paid Membership " subscription or wish to cancel
cancellation of the subscription as you might lose contents of the subscription.
Please understand that we would like to provide the efficient service to your satisfaction.
CLOUD RESTORE
Hello Jenny,
I'm sorry to know that ads are still popping-up even after performing factory reset on your
Kindle Fire.
I appreciate your patience and efforts in trying all troubleshooting steps provided by my previous
colleagues.
In this case, I've escalated the issue to our technical team with all the details and troubleshooting
steps performed to overcome the issue. They will look into it and come up with the best resolution
to isolate the issue at earliest for you. I'm personally following-up with this issue and will contact
you back once I get update from our technical team regarding this issue.
Further regarding the music files and books purchased, I would like to inform you that all digital
content (including books, music, videos and apps) that you've purchased from Amazon is stored
for free in the Amazon Cloud and can be re-downloaded at any time.
Any content not already listed on the Home screen of your Kindle is available through Archived
Items or Cloud on your device. It is available through the Manage Your Content and Devices
page (www.amazon.co.uk/mycd) on Amazon.
To download Music to your device:
1. Tap "Music" from the Home screen of the Kindle Fire and select "Library". Make sure the
"Cloud" option is selected.
2. Find the music you want to download in the Cloud library.
3. Long-press (press and hold) the title and choose the Download option. The download will start
immediately when the device is connected to Wi-Fi.
Similarly, you can download books, videos, apps by visiting the respective tabs on your device
home screen.
If you can't find your music in the Cloud, try syncing your device.
2. Tap Sync Device
I completely understand that the issue is causing inconvenience, as Kindle Fire is used in daily
routine. Be assured, I'll contact you at earliest once I receive updated information from our
technical team.
Thank you for you patience and understanding in this regard.
REFUND NEW
Hello,
I'm sorry to know about the charges £7.99 for 3 months on your payment card.
I've checked with your account and see that the charge is related to "Kindle unlimited"
subscription which is free for 30 days. Free trial started on 16 March 2018 and upgraded to paid
membership on 15 April 2018.
card.
As you are unaware of this subscription, I've cancelled the subscription and issued a refund of
(£7.99 x 3 months) to your original payment method.
Be assured you won't be charged for it anytime later.
BBC ALEXA and SONOS
Hello David,
I'm sorry to know that Alexa is unable to play "BBC radio 2" on your device.
I've replicated the issue on our test device and Alexa works fine. When I asked "Alexa, play BBC
radio 2 from Tune-In " she responded saying "Here's radio 2, the BBC " and started to play BBC
radio 2 station.
It seems to be some software or hardware issue with the device "David's Sonos One" which is
registered to your account. To resolve the issue, I request you to restart your device so that it will
clear any technical glitches with the software if causing issue.
Also, I request you to once restart your router and then try with the above phrase that I
replicated.
In case issue still persists, I request contacting us by chat or phone, so we can troubleshoot this
issue with you in real time and gather more information for our developers to investigate. You
can reach Amazon Device Customer Support by clicking the below link:
APPLE MUSIC UNLIMITED ios HIGH PRICE

Hello Jay,
I'm sorry as, being a prime member you are unable to get music unlimited at lower price on
Apple devices.
I would like to inform you that the Amazon Music Unlimited plan offered by Apple is more
expensive due to the additional costs incurred for the convenience of managing your subscription
through iTunes. Discounts such as for Amazon Prime subscribers and other promotions are not
available for Amazon Music Unlimited subscriptions purchased through an Apple device,
Once enrolled, your Amazon Music Unlimited subscription is managed by Apple.
Apple only offers Amazon Music Unlimited Individual Plan that is available through iTunes (in
app payment).
If the same plan is availed from Amazon directly, as you are prime member the charges will be
£7.99/month or £79/year.
The Family, Echo, Student, and Annual plans are all available directly through Amazon. Visit
www.amazon.co.uk/amazonmusicunlimited to learn more.
If subscribed for Music unlimited from Apple, at the end of your iTunes billing period, once the
plan has expired, you can then rejoin via the Amazon website. Because your library and playlists
are tied to your Amazon account, they will still be available when you re-subscribe.
If you subscribed to Amazon Music Unlimited through the Amazon Music app on an Apple
iPhone or iPad (iOS) device, your subscription was created through your Apple iTunes account.
To learn more from Apple about managing your subscription, visit: https://support.apple.com/en-
gb/HT202039.
Visit your iOS device Settings to cancel the auto-renewal of Amazon Music Unlimited or update
your payment method.
ALEXA FEATURE REQUEST
Hello Rachel,
I understand that you want to have re-arrange feature for shopping list and multiple to do list in
Alexa.
I apologise for the absence of this feature and thank you so much for sharing your suggestions
with us and letting us know what beneficiary improvements you'd like to see on Alexa device.
I completely agree with you!! It would be a great feature to have rearrange ability for shopping
list and multiple to do list option so that you can arrange the shopping item in list as per
importance and sort to do things under different titles.
To ensure the appropriate department know about this, I've forwarded your comments as
feedback to our Alexa development team for review and consideration. I'm sure that they'll
carefully look into this and take necessary actions.
For the meantime, please extend with us your patience and understanding while we work on this.
Thank you so much for sharing your thoughts with us and letting us know what you want to see
on your Alexa and what we can do to improve it.
I understand that you would like to remove Alexa application from device registered on your
account.
I've checked your account and see that Fire tablet (5th Gen) with name "Roberta's Fire" is one
I'm sorry to inform you that the Alexa is inbuilt application that comes pre-installed on the
device. As it is a pre-installed feature on device we'll be unable to remove/ uninstall the
application from the tablet because pre-installed applications are part of the software of the
tablet that is integrated at the time of software development ,and that's the reason you too are
unable to find uninstall option for it.
However, as an alternative we can disable the Alexa feature on tablet.
To turn the Alexa feature off, swipe down from the top of the screen, tap the "Settings" (gear)
icon, tap "Alexa," then tap the switch to turn off Alexa.
Once done you'll see that the Alexa is disabled on tablet and won't interfere in your working with
tablet.
Thanks for taking your time to share your concern regarding Alexa with us. I would like to take
it as a feedback and have forwarded the details to our dedicated development team so that they
can look into the concern that uninstall option should be also available.Your comments and
suggestions will help us improve and offer better service to our customers.
APPLICATION NOT INSTALLED AFTER PURCHASE
Hello Bob,
I'm sorry to know that you are experiencing issue adding purchased application "Litchi for DJI
drones" to your tablet.
I've checked your account and see that you are using Android devices. Below are the
troubleshooting step which are to be performed to resolve any issues related to your concern with
the application.
- Go to Settings
- Select Apps or Applications to see the list of installed apps.
- Check if you see application name there in list
If yes, then click on the application name clear the data and cache for the app.
To clear data for an app:

- Tap Menu and select Settings.
- Select Applications.
- Tap Manage Applications.
- Select the All tab to view all installed apps.
- Select the affected app.
- Clear data and accept the prompt.
Once done restart your tablet and check if you are able to download and see the application on
tablet.
If issue still persists, we need to perform clear data steps for "Amazon appstore app" by
following below steps:
1. Open the Settings menu for your device.
2. Tap "Applications".
3. Select the Amazon appstore app.
4. Select "Storage" and then "Clear Data" then tap "OK.
After you clear data and re-launch the app, you'll be prompted to sign in again. Then try again
with the purchase.
If this doesn't resolve the issue, please contact us again by phone or chat so we can troubleshoot
this issue with you in real time and gather more information for our developers to investigate.
You can contact Customer Service by clicking on the Contact Us button on any Appstore Help
page:
http://www.amazon.co.uk/help/appstore
Family Fraud
Hello Rebecca,
I'm sorry to know about the £7.99 charges for Kindle unlimited on your account.
I've investigated your Amazon account and confirmed the £7.99 charge you reported was for
Kindle Unlimited Membership.
However on checking your account with email ID : rebecca.holden@groupfirst.co.uk I see that

the Kindle unlimited subscription is cancelled on your account and were not charged for it
Upon further checking your related account, I see that the you were charged for the Kindle
unlimited subscription active on your related account with email ID: ****@hotmail.com
To help you, I've processed the refund of £7.99 to your original payment method. Refunds usually
go through within five to seven business days and you will see this amount credited on your next
statement.
In this case, I request you to check with your family members once for the subscription details on
there account and sharing same payment card details as of yours.
Also, I've forwarded an email to them from my end informing them that you contacted us for the
unknown charges, so that he/she can contact you with the details on usage on card and
subscription.
For security reasons, we can take action or send information to the e-mail address that is
associated with the subscription registered Amazon.co.uk account. This is the only way to be
certain that the request is coming from the account holder and that all personal information is
protected. We're sorry for any inconvenience this causes.
In case if you find any difficulty, I request you to contact us via live medium like chat or free
phone so that we can work together in real time and verify few details and help you with the
refund for the charges.
I'm sorry to make you contact us back again, however be assured this is the only way to help you
with it accordingly.
Hello,
We've been contacted by the cardholder of the card presented as payment for a Kindle Unlimited
subscription we located on your Amazon account. We ask that you contact the card owner to provide
her with more information about this charge.
You can view your Kindle Unlimited membership by going to www.amazon.co.uk/mycd and selecting
the "Settings" tab. Then scroll down to Kindle Unlimited. We've refunded the credit card in the amount
of £7.99 for your Kindle Unlimited subscription fee.
For more information about Kindle Unlimited, please visit our Help pages:
http://www.amazon.co.uk/help/kindleunlimited
We hope to see you again soon.
Hello Chloe,
I'm sorry to know about the charges for "Amazon digital services" to your payment card.
I've investigated your account and confirmed the £14.99 charge you reported was for Amazon
Music Unlimited family plan subscription. However, I don't see Amazon Music Unlimited service
associated with your Amazon account associated with email ID: chloeduff163@gmail.com. I'm
very sorry about this.
In this case, I'd request you to check with your family members or friends who might have had
permission to use this Visa/Delta/Electron Credit Card which is added to your Amazon account. I
suggest you to check with them to know about the charges.
To help you, I've processed the refund of £14.99 to your original payment method. Refunds
usually go through within five to seven business days and you will see this amount credited on
your next statement.
Should you require any additional information then please write to us and we'll be happy to help
you.
We look forward to see you again soon.
Hello Leah,
I'm sorry to know about the £7.99 charges on your account.
I've investigated your Amazon account and confirmed the £7.99 charge you reported was for
Kindle Unlimited Membership. However, I don't see Kindle Unlimited Membership associated
with your account associated with email ID: dead_teddys@btinternet.com. I'm very sorry about
this.
In this case, I'd request you to check with your family members or friends who might have had
permission to use this MasterCard/EuroCard
Credit Card which is added to your Amazon account. I suggest you to check with them to know
about the charges.
Also, I've forwarded an email to them from my end informing them that you contacted us for the
unknown charges, so that he/she can contact you with the details on usage on card and
subscription.
To help you, I've processed the refund of £7.99 to your original payment method.
Should you require any additional information then please write to us and we'll be happy to help
you.
Hello,
I'm sorry to know about the 3.99 GBP charges on your account.
With regards to this, I've investigated your account and confirmed that the charge is related to Fire for Kids
unlimited membership and is not subscribed under your account "shaun5starashfield@gmail.com". I'm very
sorry about this.
In this case, I'd request you to check with your family members or friends who might have had permission to use
this Visa/Delta/Electron
Credit Cards which is added to your Amazon account. I suggest you to check with them to know about the
charges.
To help you, I've issued a complete refund of £23.94 (£3.99x6 months) to your original payment method. Refunds
usually go through within five to seven business days and you will see this amount credited on your next statement.
Also, I've forwarded an email to them from my end informing them that you contacted us for the unknown charges,
so that he/she can contact you with the details on usage on card and subscription.
The domain of the Amazon account on which the subscription is active is: ***@hotmail.com
Should you require any additional information then please write to us and we'll be happy to help you.
SURVEY
> I hope this information helps, and once again, please let me know if you still want to cancel
Kindle Unlimited, I'm going to be more than happy to help.
>
> Have a lovely day!
ALEXA DOT WITH FIRE TV STICK
Hello Alan,
I understand that you are trying to pair Echo Dot to Fire TV through your Fire TV stick.
I've checked your account and see that there are two Fire TV stick devices registered on your
account. In this case we need to use the Alexa app to pair Fire TV stick with Echo Dot.
Open the Alexa application and go ahead with below steps:

1. Open the menu, and select Music & Books.
2. Select Fire TV.
3. Select Link Your Alexa Device, then follow the on-screen instructions to select which devices to
link.
4. Select Link Devices to confirm that you want to link your selected devices
If the issue still persists, uninstall and reinstall the Alexa application on phone and restart and try
with the above steps.
In case you find any difficulty, please do contact us by phone or chat, so we can troubleshoot this
issue with you in real time and gather more information and help you accordingly with best
solution at earliest to get Echo Dot paired with Fire TV stick


ACCOUNT LINK
Account confusion
Hello Sally,
I understand that you want to link two Amazon account and close the account that is configured
on Kindle and add Kindle device to your prime account.
I'm sorry to inform you that at this time we're unable to combine or merge multiple accounts into
a single account and also digital purchases on Amazon are account specific that can't be
transferred from one account to other.
I've checked my resources and see that there are two accounts under email ID:
sallyfoxy@hotmail.com
On account 1 there are 108 books, Kindle unlimited free trial is active and Kindle is registered.
On account 2 prime membership (GBP 79/year) is active.
To keep all these things under one account and delete other account we recommend you to cancel
prime membership on account 2 and close account 2 by signing up prime from account 1.
As the prime subscription was recently renewed and you have paid 79 on 23 June 2018 we can
issue a refund of GBP 79 to your original payment card and close your account 2 completely.
Then later you can go ahead and activate the same subscription on your account 1 on which
kindle is registered.
In this way without losing any books and subscriptions all your data will be under account 1.
To go ahead with the prime membership cancellation,refund process and close the account 2, I
request you to contact us via live medium like chat or phone so that we can verify your account
details for authentication with you which we don't recommend sharing via email due to customer
account security concern and help you with complete above process at earliest.


Please be assured when you contact us via live medium we will cancel the prime on account 2 ,
close account 2 and help you activate prime on account 1.
MUSIC APP CRASH
The complexity of this issue requires real-time troubleshooting, In this case, I request you to
contact over the phone with below information, it may be easier for us to help you over the
phone.
- Device Serial Number

- Network Type(Wifi// Router/ Modem)
- Version of Appstore
- Device OS Version (Settings>About Device>Android Version)
- Device Kernal Version (Settings>About Device>Kernal Version)
- Device Build Number (Settings>About Device>Build Number)
- ISP Type(Cable/ DSL/ Cellular/ Satellite/ WiFi/WiMax/ Fiber Optic/ School/Buisness Network)
- Android music log files
We'll need to have our technical team look into this further. To help with this, please send us the
log files from the Amazon Music App.
The process for sending log files is different depending on the version of the Amazon Music app
currently installed on your Android device. To check the app version, select "Settings" from the
menu, and look for the "Version" row.
If you're using version 6.4.2+ of the Amazon Music app, here's how to enable and send log files:
1. Launch the Amazon Music app.

2. Select "Settings" from the menu.
3. Scroll to the bottom of the "Settings" screen, then tap the “Version” row 5 times. You'll see a
message confirming that “logging has been turned on.”
4. Try to recreate the problem or issue you've been experiencing. If you can, repeat the steps you
took when you first came across it. This helps make sure as much information as possible is saved
to the log files.
5. Select "Settings" from the menu, then select “Email Debug Log." Describe the problem you've
been experiencing in the "Give feedback about this app" section, and select "Send" when you're
done.
Music Help pages:
we have your account information ready when we call you.
UK Free phone 0800 279 7234 (UK Only)
ECHO DOT NOT RECOGINIZED ON FIRE TV
Hello Alan,
I understand that you are trying to pair Echo Dot to Fire TV through your Fire TV stick.
I've checked your account and see that there are two Fire TV stick devices registered on your
account. In this case we need to use the Alexa app to pair Fire TV stick with Echo Dot.
Open the Alexa application and go ahead with below steps:
1. Open the menu, and select Music & Books.

2. Select Fire TV.
3. Select Link Your Alexa Device, then follow the on-screen instructions to select which devices to
link.
4. Select Link Devices to confirm that you want to link your selected devices
If the issue still persists, uninstall and reinstall the Alexa application on phone and restart and try
with the above steps.
In case you find any difficulty, please do contact us by phone or chat, so we can troubleshoot this
issue with you in real time and gather more information and help you accordingly with best
solution at earliest to get Echo Dot paired with Fire TV stick

ALEXA NOT RESPONDING TO COMMAND
Hello Alessandro,
>
> Thank you for contacting Amazon. I am Mukesh from Alexa Support Team.
>
> I am sorry that your Alexa unable to perform any action for your command. I am happy to
assist you with this.
>
> In this case, I suggest you to reset your Echo device to factory settings because it can resolve all
the intermittent issues with your Echo device. To do that please use the below steps:
>
> 1. Press and hold the Microphone off and Volume down buttons at the same time until the light
ring turns orange (about 20 seconds). Then the light ring turns blue.
>
> 2. Wait for the light ring to turn off and on again. The light ring then turns orange again, and
your Echo device enters setup mode.
>
> 3. Open the Alexa app to connect your device to a Wi-Fi network and register it to your
Amazon account.
>
> If you are still having the same issues, I suggest you to contact us via phone or chat:
>
> I realize that at this point of time asking you to contact us via phone or chat would be
disappointing but we can try advanced troubleshooting or can get help from technical team or
can also create replacement for your Echo device based on the warranty.
>
> To contact us via phone: https://www.amazon.co.uk/clicktocall-alexasupport
>
> To contact us via chat: https://www.amazon.co.uk/clicktochat-alexachatsupport
>
> We are delighted to have you as our customer and we are always here to assist you!
>
KINDLE BOOKS NOT AVAILABLE IN LIBRARY
Hello Kathleen,
I'm sorry to know about books missing from your Kindle library.
I've checked your account and see that there are more than thousand books on your account.
As you are unable to find the books in library, this might have caused due to some technical glitch on device.
I request you to perform the below troubleshooting steps which would resolve any intermittent issue and help get us
books back.
Before going ahead with the below steps, I request you to disable the Aeroplane mode and make sure device is
connected to WiFi.
1. We need to de-register and register the Kindle by following below steps:
-- From the Home screen, tap the Menu icon, and then tap Settings.
-- Tap My Account and then tap Deregister.
-- Tap Deregister again to confirm
-- Once de-registered tap on Register option and enter your Amazon credentials.
-- Restart your Kindle.
2. Now sync the Kindle so that the books will be sync with the account.
-- Make sure your device is connected wirelessly and then open the book you’d like to sync.
-- Tap the top of the screen and then tap the Quick Actions icon (cog).
-- Tap Sync My Kindle.
3. On your Kindle device from the Home screen, tap My Library and then tap the "All" tab to view content in your
Cloud that has not yet been downloaded to your device. Tap a title to download it to your device.
I would like to inform you that your Kindle Library is automatically backed up in the Cloud for your convenience. You
can visit the Manage Your Content and Devices page (www.amazon.co.uk/mycd) to view and manage your
content in the Cloud anytime
If you are unable to see books under "ALL" tab on kindle, I request you to access below link from PC/Mac and login
with your Amazon crdentials and check if you see all your books are available.
https://read.amazon.co.uk/
In case if you are unable to find the books in browser as well or issue still persists, please do contact us via chat or
phone so we can troubleshoot this issue with you in real time and gather more information for our developers to
investigate.


Twitch free channel
Hello,
I'm sorry to know that your free channel subscription is used to the channel that you never subscribed to.
I've checked your account and as you mentioned you didn't subscribe to it, I've incremented your free channel limit
on your account.
I request you to go ahead and subscribe to the channel as per your wish for free.
I'm positive you'll be successfully able to subscribe to channel for free.
In case if you find any difficulty, please do write us back with confirmation to help you further with it.
Also you can contact us via free phone or chat so that we can work together on concern in real time and help you
activate the subscription and twitch prime.

you have with orders, subscriptions, devices and on your account.
TWITCH PRIME NOT ELIGIBLE INVITEE
Hello Tom,
I'm sorry to know that you are unable to get "Subscribe" option for channel "Critical Role" in
Twitch.
I've checked your account and see that the Twitch prime is activated on your account and you are
an prime invitee member.
I would like to inform you that only paid Prime members are eligible to receive Twitch Prime
benefits but not for invitees, members who receive their benefits via Amazon Household, and
Prime Video-only members.
As you are an invitee, I’m sorry, your Amazon Prime membership isn’t eligible for Twitch Prime
benefits.
In this case, If you'd like to change from an invitee membership to an Amazon Prime monthly or
annual membership to avail of the Twitch Prime benefit, you can do so by following this link:
UNKNOWN CHARGES
Hello Richard,
I'm sorry to know about the charge £9.85 on your account.
Thank you for sharing the details asked regarding the charges. I've checked your account and
unable to find the exact £9.85 charge, however there is £9.99 charge on your account for order #
D01-2574386-2015038.
This charge is for Kindle periodical "The Telegraph" which was placed on 16th May 2018 from
Kindle device registered under your account.
In case, if you are unaware of the subscription, please write back to us with the confirmation so
that we can cancel the subscription and issue the refund.
If the charge you are referring to is different from Kindle periodical "The Telegraph", to
investigate further we need to gather your payment card details used for the transaction which
we don't recommend sharing via email for security reasons.
In this regard, I request you to contact us phone or chat so that we can gather required
information and escalate to our business team for further investigation.
You can contact us via phone or chat by accessing below links.


SURVEY
We look forward seeing you soon so help you with the concern at earliest.
BACKUP PHOTOS
To successfully back up Fire for Kids photos within a child profile, the Adult needs to be using
the device and the device must not be frozen or dead.
1. Open the Photos app, then choose Settings. Turn on Auto-Save.
2. Select Manage Amazon Fire for Kids Photos and Videos, then turn on auto-save for each
desired child profile.
3. Close and then reopen the app to start the uploading sequence. The customer will be able
to watch the progress of uploads there.
NOTE: We always recommend customers double check that their photos have been uploaded by
logging into the web portal at https://www.amazon.co.uk/amazondrive
FIRE TABLET STUCK ON UPDATE
Hello Walter,
I'm sorry to know that the Fire tablet is stuck on restore screen while updating.
I've checked your account and see that there are few updates available for your tablets. Software
update adds several new features and includes important bug fixes to improve performance on
your device.
Periodically, Amazon apps and features will be automatically updated to improve functionality
and usability.
I would like to inform you that Fire tablet will automatically download the latest software version
when connected to a Wi-Fi network. Updates may take as long as ten minutes.
As it is taking more that 24 hours, it seems to be some network or technical issue with the tablet
while installing the updates. To overcome the issue I request you to restart the Fire tablet.
1. Press and hold the Power button for a full 40 seconds. Your device will shut down while you
hold the Power button, which is normal.
Once it is started you can continue with the manual updating tablet by following below steps.
Before update please ensure that :
1. Tablet is connected to strong Wi-Fi and battery life is at least 30% or greater.
2. The device needs at least 100MB or more of free storage space. If not available you can delete
any unused apps, books, videos or other content to allow enough storage space for the update .
Any content purchased from Amazon is stored in the Cloud for free and can be downloaded
again.
Now to continue with the update, swipe down from the top of the screen and select Settings -
Device - System Update - Check Now. If necessary, the update will be downloaded and when
complete, you will be prompted to complete the installation. Your device will automatically
restart to complete the update. If your device already has the latest version installed, you will not
need to take any action.
In case if you find any difficulties, please do contact us via chat or phone so we can troubleshoot
this issue with you in real time and gather more information to help you accordingly with it.


ALEXA UNABLE TO CONNECT TO HOME DEVICES
Locating Connected Home Device

Unable to find your connected home device on Amazon Echo? Here's what you need to do.
For Alexa to locate a smart home device, she needs to be on the same Wi-Fi network. You can update
the Wi-Fi network for Alexa in the app settings. Go to Settings > Device name > Update Wi-Fi.
Since connected home devices and Alexa operate best on a personal Wi-Fi network, check to see if you
are not operating on networks that do not permit unrecognized devices to connect.
If you still have trouble, do the following:
Step 1: Say "Discover my devices" and check the Wi-Fi frequency of your device as some devices can
only connect to 2.4 GHz and not 5 GHz frequencies.
Step 2: If the device is connected to a 5GHz network, change it to a 2.4GHz network on the router.
Step 3: Enable UPnp or SSDP on the router's settings.
Step 4: In the event that Alexa can locate the smart home device, but is not able to process the
instruction, look for the device's name and rename it to make it easier for Alexa to understand. For
example, change "B@thr00m light" to "bathroom light."
Step 5: Restart Alexa and the smart home devices.
ALEXA RECONNECTING TO WIFI
Reconnecting To Wi-Fi
If you see a solid orange light on your Amazon Echo, this indicates that the device is not connected to
Wi-Fi. The power LED emitting a solid white light is an indicator of being connected to Wi-Fi.
If you're encountering issues with Wi-Fi connectivity on your device, the simple steps below should
resolve the problem:
Step 1: Disconnect the device's power cord. After 3 seconds, plug the cord in again.
Step 2: Ensure that the Amazon Echo is registered with your Amazon account. Navigate to Manage
Your Content and Devices, then select Your Devices. Then look for the name you've given your
Amazon Echo (for example, ANU).
Step 3: Deregister the Amazon Echo from Manage Your Content and Devices. Select the Deregister
option under whatever name given to your Amazon Echo.
Step 4: Set up Amazon Echo from scratch
Hello,
I'm sorry to know that you are getting error message while connecting Echo Dot with WiFi.
As per the error you receive it can be a issue with the Echo device or the network you are
connecting Echo on. Echo devices connect to dual-band Wi-Fi (2.4 GHz / 5 GHz) networks that
use the 802.11a / b / g / n standard
To resolve the issue we can go ahead with troubleshooting steps as below.
1. Restart your Echo device and network hardware
Restarting your Echo device, Internet modem, and/or router resolves most Wi-Fi issues.
-- Turn off your router and modem, and then wait 30 seconds.
-- Turn on your modem, and then wait for it to restart.
-- After you restart your modem, turn on your router, and then wait for it to restart.
-- While your network hardware restarts, unplug the power adapter from your Echo device for
three seconds, and then plug it back in.
After you restart your Echo device and network hardware, try to connect to your Wi-Fi network
again.
In case if the issue still persists, we need to reset the Echo device so that any intermittent glitches
on the device will be cleared and get it connected to WiFi.
Echo devices connect to dual-band Wi-Fi (2.4 GHz / 5 GHz) networks that use the 802.11a / b / g /
n standard.
I would reset the router by removing the power for 5 minutes and then try again.
Hello,
I'm sorry to know that your are getting error while connecting Echo Dot with WiFi.
I've checked your account and unable to find an Echo Dot order or any previously registered
device under account with email ID "baldmanneil@yahoo.co.uk".
If you've purchased the device from any retail store and trying to setup Echo Dot for the first
time and experiencing the issue, I request you to help us with the device serial number of the
Echo Dot so that we can access your device details to find the root cause of the issue and get the
device connected to WiFi.
Please write back to us with the device serial number. It is a 16 digit alpha numeric number you
can find on the box of the device.
Just so you know, Echo dot device should be registered to your Amazon account and later you
can use it to connect to WiFi. As there is no Echo Dot registered on your account it might be the
reason you are experiencing the issue.
You can also contact us via chat or phone which will help us gathering required information in
real time and assist you simultaneously.
You can accessing below link select the issue and then select the "Phone" tab, enter your number,
and we’ll call you right back at your convenience.
If you want to chat with us, click on the "chat" tab.

Be assured, we are always here to help you at any point of time you need us.
HDCP and DRM SCREEN MIRRORING
Hello Vladimir,
I'm sorry to know that you are unable to play video on your Samsung TV by mirroring from Mac
book pro.
I would like to inform you that to watch movies and TV shows on Prime Video, your connected
devices must meet High-Bandwidth Digital Content Protection (HDCP) and/or Digital Rights
Management (DRM) requirements.
HDCP and DRM are access control and content protection technologies that enable content
owners to set policies about copying or viewing their protected digital content.
Prime Video automatically detect whether your connected devices and setup meet these
requirements. If not, a notification typically displays on-screen to let you know. The video also
switches to a format your device can support (e.g. HD instead of UHD or SD instead of HD).
Second Screen/ Display Mirroring allows you to send playback of Prime Video titles from a
"small screen" Amazon device to a "big screen" TV or media streaming device.
For screen mirroring the Amazon prime video content one of the two devices must be Amazon
device.
You can access below two links to check with the compatible devices to perform screen mirroring
and play Amazon prime videos:
https://www.amazon.com/gp/help/customer/display.html?nodeId=201460980
I’m sorry that we weren’t able to meet your expectations this time around. I hope that you will
allow us another opportunity to serve you in the future.
In this situation, I’ll forward your comments as feedback to our development department so that
it can be looked into and we can come up with possible ways to make third party devices more
compatible with Amazon services .
Music iOS
Music app ios
Music missing ios
DIGITAL CD SONG IN LIBRARY
Hello,
I'm sorry to know that you are unable to play "Blaze Away” music on Amazon Music Player.
I've checked your account and see that the CD is purchased, however due to some technical
reasons the digital version of "Blaze Away” was not delivered to your account.
To make this right, I've manually sent the digital version of the "Blaze Away” to your account.
I request you to refresh your Cloud Library to sync with your latest purchases by tapping the
gear icon to open Settings and then tapping Refresh Cloud Library in Amazon Music application
on iOS device.
Now to search for your music, tap the Search icon in the lower left corner. Enter the name of the
artist, album or song in the search bar.
If you find any difficulty, I request you to write us back with the confirmation so that we help you
with the concern at earliest.
We'll be happy to help you further with it.
BOOK RefUND
Hello,
I understand that you've accidentally ordered a Kindle copy of book "Lonely Planet Pocket
Lisbon (Travel Guide)" instead of paper copy.
As per your request, I've cancelled the digital copy of book "Lonely Planet Pocket Lisbon (Travel
Guide)" and issued a refund of £4.49 to your original payment card.
Should you require any assistance, please feel free to contact us . We are always here to help you
at any point of time you need us
CANCEL SUBSCRIPTION CONTACT US
Hello Manus,
I'm sorry to know that you have been charged in the amount of £3.99 on your account.
I've checked with your account and see that the charges are related to "Amazon Music Unlimited
for Echo Monthly" subscription is free for first 30 days. Free trial started on 25 December 2017
and ended on 24 January 2018. It was activated from your Echo (2nd Gen) device with name
"manus's Echo".
card.
However, if I cancel the subscription then you will be unable to play Amazon music on Echo
device , for which we need your permission. We need your confirmation to cancel the
subscription if not needed.

MUSIC ACCIDENTAL PURCHASE
Hello,
I'm sorry to know that you've been charged (£7.99 x 2) for auto-rip mp3 music files "Goin' Down South" and
"Howlin" to your account.
I would like to inform you that the auto-rip copies of the songs that comes with the physical CD are always free of
charge. This order was cancelled on 22/6/18 and so auto-rip was not added to your library.
Upon checking your account I see that you accidentally made digital purchase(Mp3 download) of the above two
music files charging you (£7.99 x 2).
The two music files that you deleted from music library are for orders #D01-3256981-8501443 , D01-5187178-
4927012 that were added to your library.
In this case, to get this right, I've cancelled the orders and issued a refund of (£7.99 x 2) to your original payment
card.
statement
LOST / STOLEN
Hello Kim,
I'm sorry to know that the Kindle Paperwhite (5th Gen) on your account with name "Kim's Kindle" is lost/stolen.
I've checked your account and see that the Kindle is de-registered. Also I've marked it as a lost/stolen in our
systems. Marking a device lost/stolen will disable its wireless radio and unregister it from an account if it is
registered. No third person will be able to access the Kindle contents.
Note that deregistering the Kindle prevents others from using your Amazon account to make purchases,and access
contents however it is not equivalent to a factory reset, therefore we would highly recommend changing your
passwords for any third party applications you may have downloaded and used on the Kindle, such as web-based
email and Facebook.
Once you get your Kindle back I request you to write us back with the confirmation so that we can reinstate your
registration and you can then login with your Amazon credentials to use the Kindle device as before.
Thank you for being Amazon's valuable customer. contact us . We will be happy to help you.
Hello April,
I've checked your previous correspondence with us and understand that you are concerned with the data security
for the data that is available on damaged tablet.
Be assured, Amazon takes all security-related matters very seriously, and your account and data security is our top
priority. We have polices and security measures in place to ensure that your personal information remains secure.
Not to worry, please treat this email as confirmation from Amazon that all your data is safe and non of your data will
be misused and the device will be disposed securely.
Also, you can de-register the tablet from by accessing below steps so that once the device is de-registered it can't
be accessed as all your data is sync with your Amazon account. Note that deactivating the Kindle prevents others
from using your Amazon account to make purchases or access tablet.
1. Access www.amazon.co.uk/mycd
2. Click the "Your Devices" tab to view all devices registered to your Amazon account. Click "Deregister" under the
device you want to remove from your account.
Let me assure you we're here to take full responsibility for any trouble you've had with your and prevent you from
bearing any kind of loss.
Thank you for being Amazon's valuable family member.
Hello,
I'm sorry to hear that your Kindle was stolen and you want to remove the card details under
your account.
I take this opportunity to help you with this.
I've now deactivated this Kindle from your account and noted this in our systems so that it can't
be registered by another person or to make any purchases using your payment card.
Note that deactivating the Kindle prevents others from using your Amazon account to make
purchases, however it is NOT equivalent to a factory reset, therefore we would highly recommend
changing your passwords for any third party applications you may have downloaded and used on
the Kindle, such as web-based email and Facebook.
Your Kindle's Serial Number is: #B00E1510149217K8. If you find your Kindle, please contact us
again and we can reinstate your registration.
If you require further assistance, you can reach Kindle Customer Support by clicking Contact Us
on our Kindle Support pages at:
Found kindle email

Hello Neil,
Thank you for writing us with confirmation that you would like to activate the Fire (5th Gen)
with name "Neil's Fire"
"I'm glad you found your device and will be able to use it as before without any issues.
To get it right, I've removed the device from "lost/stolen" database in our systems and registered
it for you from my end.
Now I request you to connect tablet to Wifi and sync the tablet so that the registration we did will
be reflected on tablet.
2. Tap Sync Device.
I would love to hear your feedback on the service provided to you today. Please share your
you.
UNKNOWN APP PURCHASE
Hello Kevin,
I'm sorry to know about the unknown order D01-4751090-5141453 placed on your account.
I've checked your account and see that it is a free application "DisneyLife" by Disney developers.
On further checking your account with our investigation department, confirmed that your
account is safe and secured. Amazon takes all security-related matters very seriously, and your
account security is our top priority. We have polices and security measures in place to ensure that
your personal information remains secure.
I've checked your account and see that the app was purchased from the Amazon appstore
application on your Fire TV (2nd Gen) with name "KEVIN's Fire TV" and serial number
G070GV08548401GS
family who have access to your Fire TV accidentally placed order and installed.
You can uninstall the application if not needed by performing below steps To delete an app from
your Fire TV device:
1. Select Settings > Applications > Manage Installed Applications from the Fire TV menu.
2. Find the app you want to uninstall and select it.
3. Choose the Uninstall option and then follow the on-screen instructions.
You can also uninstall apps from Your Apps & Games. Use your Fire TV remote to highlight the
app you want to remove, then press the Menu button to view more Options, including Uninstall.
Amazon Appstore apps are available to reinstall from your online account if you change your
mind. There is no charge to reinstall an app you previously purchased from the Appstore.
As an option, you can setup parental lock on Fire TV.
With Fire TV parental controls, you can block purchases from Amazon and restrict access to
selected content.
To set parental controls:

PIN Protect Purchases - Require your PIN to authorise purchases from Amazon (including
digital items and physical products.
Also, if the device(Fire TV with name KEVIN's Fire TV) is not with you or gifted to any of your
family and friends, to avoid unknown purchases from the device you can de-register the device
from your Amazon account to avoid charges to your payment card by following below steps:
2. Click the "Your Devices" tab to view all devices registered to your Amazon account. Click
"Deregister" under the Fire TV device you want to remove from your account.
you.

FIRE TV QUANTITY PURCHASE
Hello,
I'm sorry to know that you are finding difficulties to purchase more number of "FireTV 4k"
devices.
I've checked my resources and see that the purchases of the same Amazon Devices on single
account are subject to purchase quantity limits.
I'd like to inform you that Items with quantity restrictions have very low prices and/or a limited
supply, and we want to ensure that many customers are able to order them. As our prices and
product supply change, these limits may change too. When you reach the quantity limit on a
product and try to order more you will receive a message in your Amazon Shopping app stating
that you cannot order more of this product yet.
For the "Fire TV with 4K Ultra HD" device I see that as of now the limit is 2 quantity per
account.
Please accept my apologies for any inconvenience this might cause.
As an alternative to get more quantity of the same device, you may consider purchasing the
device from different accounts like of your family members or friends and get the required
quantity of Fire TV with 4K Ultra HD device. Also you can either try again at a later date (a week
time).
Perhaps you may also check the availibility of Fire TV 4K from retail stores near your location.
I've provided the Fire TV retail stores contact information in below link which will help you:
Also I would like to take this concern as a feedback and will forwarded it to our dedicated team
so that it helps us continue to improve our services.
I appreciate your interest in the device and thankful for supporting and being with us so long.
Alexa will not play Human CD by rag and bone man. She has played it in the past but now says
it is not in my library. Why?
She will play the single if I ask her but not the album. My subscription to Amazon music is up to
date.
Automatic Speech Recognition hears "Chuck How
PRIME DEAL QUANTITY
Hello,
I'm sorry to know that you are experiencing issue with the purchase of "Bose SoundLink Revolve Plus
Bluetooth Speaker, Triple Black + Black Amazon Echo Dot (2nd Generation)" offer.
I've checked with the offer and see that it is a prime day offer. I would like to inform you that as it is a
prime deal you can purchase different quantity per account depending on the availability of the product
and it is limited to one quantity if it is a bundle offer that is two devices in one.
I'd like to inform you that Items with quantity restrictions have very low prices and/or a limited supply,
and we want to ensure that many customers are able to order them. As our prices and product supply
change, these limits may change too. When you reach the quantity limit on a product and at checkout
time the website checks if it is a bundle offer or single device and based on availability limits the
quantity.
I personally apologize for the misunderstanding due to website.
I would have surely helped you if there was any option to allow 2 quantities of offer for you from my
end. However due to the terms and conditions of the deal I am unable to go over it and help you.
However, as an alternative to get more quantity of the same offer, you may consider purchasing the
device from different accounts like of your family members or friends and get the required quantity.
Also I would like to take this concern as a feedback and will forwarded it to our dedicated team so that
it helps us continue to improve our services.
I appreciate your interest in the device and thankful for supporting and being with us so long.

RETURN POSTAGE
I'm sorry for all the inconvenience you had in returning the faulty Echo
> device. I understand that you've tried everything possible from your end to
> return the device and I do appreciate your efforts.
>
> I tried creating another pick up, however there isn't any option. In this
> case, I'd request you to return the device through any carrier service at
> your convenience. Please enclose a note with your return mailing label i.e.
> (DcgdtQPXRRMA). Wrap the parcel securely and post it to us at the below
> address. Our returns centre will need the return mailing label to process
> the return.
>
> Amazon.co.uk Customer Returns
> Amazon Way
> Dunfermline
> Fife
> KY118ST
>
> Please let us know the costs you incurred in returning the item, we’ll be
> glad to reimburse your return delivery costs. Please reply to this e-mail
> and attach your receipt to the reply as a PDF, JPG or PNG file.
>
> Should you require any additional information, write back to us and we
> will assist you accordingly.
Hello Joan,
Good to know that you received a new Echo Dot to use.
I've checked all our previous correspondence with us. I'm sorry for all the trouble caused to you
to deliver the device to your address.
refunded £3.45 to your original payment card.
Should you require any further assistance, please write back to us. We are always here to help
BLURBS
kindle content waiting delivery
OVERDRAFT CHARGES
I know my words can no longer change what has happened but still I want to
> make things right.
>
> I understand the inconvenience this situation has caused and on this
> occasion, I'd like to give you £10.00 promotional credit as a goodwill
> gesture, for use towards your next Amazon.co.uk order.
Hello Kelly,
This is Lidonna from the Music support team.
I'm sorry to hear that the Music Unlimited charge has caused you overdraft charges. We can't
offer you a refund as Amazon.co.uk cannot be held responsible for these charges in this case.
I understand the inconvenience this situation has caused and on this occasion, I'd like to give you
£20.00 promotional credit as a goodwill gesture, for use towards your next Amazon.co.uk order.
Please note that this will only be visible when you place an order, it won't appear in the "Gift
cards" section of Your Account
You can view the terms and conditions for promotional credit here:
Firstly, I would like to apologise for the inconvenience caused in this regard.
From your email, I understand your concern regarding the overdraft charge. It is never our
intention to cause any sort of inconvenience to our valued customers like you.
I've looked in to your account and can see that Amazon Music Unlimited membership was signed
up in your account on May 21, 2018.
Since you didn’t cancel your membership before the free trial ended 30 days later, you were
charged the £9.99 monthly membership fee. You were charged automatically so that you wouldn't
experience any lapse in benefits.
On checking further, I can see that my colleague has processed refund for the membership on
June 22, 2018. The reason we ask you to wait for 5 - 7 business days for the refund to be
processed is for your bank to process the refund on their end. Since the time for the refunds to be
processed by the banks are different we ask our customers to wait maximum of 5 - 7 business
days.
Rest assured, mostly the refund would be processed within the time limit.
However, as previously informed by my colleague we can't offer you a refund as Amazon.co.uk

cannot be held responsible for these charges in this case.
Due to the inconvenience caused on this occasion, my colleague has £20.00 promotional credit as
a goodwill gesture, for use towards your next Amazon.co.uk order.
Please note that this will only be visible when you place an order, it won't appear in the "Gift
cards" section of Your Account
Hello,
I'm sorry to know that you're unable to redeem the promotional credit under your account.
To locate the promotional balance available in your account, please visit our digital product page and
follow the steps provided below:
1. First, sign in to your Amazon account.

2. Once you have signed in, please visit the following product page as example:
To locate promo balance which can be applied to Amazon Videos:
https://www.amazon.co.uk/gp/product/B0141QXK96
To locate promo balance which can be applied to Amazon Music:
https://www.amazon.co.uk/gp/product/B005NF0PHK
3. Click on More Option or “Add or Redeem a gift card or promotion code” under the price listed
(More purchase options) for the title.
4. You can see the promotional credit balance under the “Your Balance” tab listed in the pop out box.
When you place your next qualifying order, any available promotional balance will automatically
apply. You can see the promotional amount applied in your order details after your purchase completes:
I've checked your recent correspondence with us, and I can see that we have requested refund of
£9.99 on June 23, 2018. Normally, refunds are processed within 5 to 7 business days. While I
understand that you are being charged for the overdraft fees until the refund is credited to your
account, I can see that my colleagues have added £35 (£20 on June 22 & £15 was added on June
25) worth of promotional credits to your account.
I'm sorry that this subscription charge has caused your account to go in to overdraft. At this
point, we only have an option to reimburse you for the subscription fee (which we have already
issued to your account on June 23, 2018).
Unfortunately, we don't have an option to cover anything beyond these charges. However, my
colleagues have added the promotional credits to your account as an exception, as it was the only
available way for us to cover these charges.
Upon checking your account, I can see that you have already used a part of these credits on your
recent order - where promotional credits of £25.99 were applied on the order (ref. 204-2164394-
6786752). You have a remaining balance of £9.01 on your account.
Hello Jamie,
This is Bryan from Amazon Kindle. I am really glad to assist you today.
I've reviewed in your transactions and I've found that these charges are associated with the
Kindle Unlimited (2nd July £7. 99) and with the Eurosport Player (7th July £4.99) subscriptions
in your Amazon account.
As an effort to provide you with the fastest resolution, I've turned off the auto-renewal setting for
each of them and I've cancelled both subscriptions to avoid more incoming charges. Also, I have
refunded your subscription charges of £7.99 and £4.99. These refunds should be issued to the
original payment method within the next 5-7 business days and will appear as a credit on your
next billing statement.
Remember that you can reactivate these subscriptions from Kindle devices, Fire Stick devices or
from the website as well.
Please let us know if there is something else we can address for you, Jamie.
I hope this helps! We look forward to seeing you again soon.
Hello,
From your comments in email, I understand that you would like to cancel the subscription.
Upon checking your account, I see that there are three subscriptions active on your account :
1. Amazon Music Unlimited Monthly Prime Discount

2. Kindle Unlimited Paid Membership (UK)
3. Prime Monthly Paid
As the name of the subscription was not mentioned, I'm unable to determine exactly which
subscription you would like to cancel.
In this case, I request you to write us back with the subscription name you would like to cancel so
that we can go ahead cancel it for your without any delay as you might lose contents of the
subscription if wrong subscription is cancelled.
You can also cancel the subscriptions as per your convenience by accessing below links:
1. To cancel Music unlimited : https://www.amazon.co.uk/help/musicunlimited/manage
2. To cancel Kindle unlimited:
Go to https://www.amazon.co.uk/gp/kindle/ku/ku_central
Select "Cancel Kindle Unlimited Membership”
On the next page select "End Membership" to confirm the cancellation.
Your membership benefits will be active until the next billing date.
3. To cancel Prime membership:
Access : http://www.amazon.co.uk/manageprime then click "Do not continue".
Feedbacks
Rest assured, we are here to take care of issues you encounter and we always endeavour to
provide the best service to our valued customers and aim to ensure that the issue is resolved to
the fullest satisfaction.
Hello Alex,
Greetings From Amazon! I hope this email finds you in the best of health.
I've reviewed your email and I understand your concern regarding transferring the Amazon gift
card into a X-box gift card.
Rest assured, I'll definitely help you in this matter.
In this case to help you with this and make things right for you we require the details of the gift
card which you wish to transfer into X-box.
I would request you to help us with the details of gift card or send us the image to cs-
reply@amazon.co.uk so that we can help you further.
If you have any further concerns, please feel free to write us back we are always here to help you
at any point of time.
Rest assured, we will take each and every action to prevent you from bearing any loss at
Amazon.co.uk as we value our customer's investment and trust more than anything else.
On a personal level, I appreciate your patience, cooperation and understanding in this matter. It
is our privilege to have you as our valued customer & we want to make sure you are always taken
care of.
Thanks for your understanding and patience. I hope you'll understand our limitations in this
regard.
I'll take this as feedback and forward it to our Amazon's music development team as high
priority for consideration as we make future improvements. Customer feedback like yours is very
important in helping us continue to improve the experience of using our Amazon music service.
It is our privilege to have you as our valued customer & we want to make sure you are always
taken care of.
Hello,
Thank you for writing to us and let us know about our services.
I really appreciate your efforts to bring it to our notice that you liked our delivery services and
other service provided by us.
Also, I'm sorry as you find it difficult with Amazon prime TV services.
I personally thank you for your suggestion to us to improve our Prime services.
I've made a note of the points you mentioned on the user interface, category arrangement and
layout. I've taken your comments as a feedback and forwarded it to our development team and
also prime video service team so that they can look into it and come to know about your
experience with the service and make improvements accordingly.
Be assured all our customer feedback are taken care of on serious note, as this is what our
customers expect from us to be a happy Amazon family member.
Also, it will be helpful if you could reply to this email mentioning more details on the other
improvements with Prime video services.
It will be a great contribution from your end.
I seek your patience and understanding while we work and make changes to our Prime services.
I can understand that requesting you to write back again may add further to your inconvenience.
This is just to ensure that we can help you with this to your satisfaction.
>
> However, this does not mean your inconvenience and disappointment will go unnoticed. To
>
> Please be assured they'll investigate the issue further and take necessary actions to ensure that
>
> The feedback you've provided has been passed on to the relevant team and will be used in
reviewing the service provided by Carrier.
>
> As a representative of Amazon, I would like to assure you that your complaint has been
forwarded and your future order's will be delivered without any problems.
>
> For any further assistance, please let us know. We will be happy to help you.
>
> I personally appreciate your patience and understanding in this regard. We look forward to
seeing you again soon.
>
If you're still experiencing an issue, you can reach us via chat or freephone directly by clicking
the Contact Us option at a time that best suits you on any of our Kindle Support pages at:
page.
More questions? It would be easier to help you over the phone or via chat. You can reach Kindle
Customer Support by clicking Contact Us on our Kindle Support pages at:
Hope this helps, take care!
For live assistance, please use the links below to either request a call from us at your convenient
time or start a chat.
>
> Please note that you don't need to call us, you just need to enter your phone number using the
below link and our customer executives will contact you. I'm sorry as I'm asking your to do this
extra step, but please note that we would really like to assist you better. If you're unable to
contact us via Phone, I request you to contact us via our Online Chat support so that we can
assist you further.
>
> Please click this link for call--> http://www.amazon.co.uk/clicktocall-kindlesupport
> Please click this link for chat --> http://www.amazon.co.uk/clicktochat-kindlesupport
normal Refund
Hello,
I understand that you would like to cancel the pre-order for the movie "Patrick".
I've checked your account and on your request cancelled the pre-order for you and also issued a
complete refund of £13.99 to your original payment card.
SUBS CANCEL
Hello,
I'm sorry to know about unknown £7.99 charges on your account.
Upon checking your account, I see that there are two subscriptions active on your account.
1. Kindle unlimited subscription: The subscription was initiated as a free 30 days trial on Sunday,
24 April 2016 which later was upgraded to paid membership on Tuesday, 24 May 2016 charging
you the monthly subscription fee of £7.99 as the Auto renew option was turned 'ON'
2. Prime membership: This subscription was activated on Friday, 11 August 2017 charging you
the monthly subscription fee of £7.99.
I request you to write us back with the confirmation with the name of the subscription if you wish
to cancel the subscription so that we can help you at earliest with it.
This is to ensure that we can help you with this to your satisfaction.
In case if you find any difficulty, I request you to write us back with the confirmation so that we
can escalate the issue to our technical team for further insight.
Also, you can contact us via chat or free phone so that we can work together on the concern in
real time and get the issue resolved at earliest for you without any delay.

Hello,
I'm sorry to know that you were charged £2.99 & £4.99 per month on your account.
I've checked your account and see that the charges are for two Video channel subscriptions active
on your account.
The subscription for "Kriminal" channel was activated as a free 7 days trial on Friday, 17
November 2017 and updated to paid membership on Friday, 24 November 2017 charging
£2.99/month.
The other subscription is for "Discovery" channel that was activated as a free 7 days trial on
Saturday, 19 August 2017 and updated to paid membership on Saturday, 26 August 2017
charging £4.99 /month.
Both the subscription were activated from the Amazon Fire TV stick (2nd Gen) with name
"louise's Fire TV stick" registered on your account.
If you are unaware of this subscription and would like to cancel it for a refund, I can go ahead
and cancel the subscription for you and issue a refund for the same. However, if I cancel the
subscription then you will lose access to subscription contents, for which we need your
permission. We need your confirmation to cancel the subscription if not needed.
I'd request you reply back to this email so that we can cancel the subscription and issue full
refund towards your payment card.
I hope you can contact us soon so we can help solve this problem quickly. We are always here to
help you at any point of time you need us.
I'm sorry to know that you have been charged £9.99 monthly on your Bank Statement for
"Amazon Music Unlimited All Devices Monthly" subscription.
Upon checking your account, I see that there is "Amazon Music Unlimited All Devices Monthly"
subscription is active on your account. The subscription was activated as a free trail for 30 days
on Sunday, 4 March 2018 which later got converted into a paid subscription on Tuesday, 3 April
2018 by charging you £9.99 monthly as the Auto renew option was turned 'ON'.
As you were unaware of the subscription and not availing any benefit of the subscription, I've
cancelled the subscription and issued a refund for £9.99 * 4 months and £7.99 * 1 month(47.95),
this will go through within the next 5- 7 business days and will appear as a credit on your billing
statement.
you.
Hello Henry Harrison,
I'm sorry to know that you have been charged £9.99 on your Bank Statement for "Amazon Music
Unlimited All Devices Monthly" subscription.
As you were not availing any benefit of the subscription ("Amazon Music Unlimited All Devices
Monthly" for £9.99), I've issued a refund for £9.99, this will go through within the next 5- 7
business days and will appear as a credit on your billing statement.
Just so you know all the digital purchases are processed via 1-click payment information.
Further, I'll share your feedback with our Amazon Music development team regarding the 1-
click purchase. I know they'll want to hear about your experience.
Your feedback helps us improve your experience with Amazon Music.
Please feel free to forward any future comments or suggestions about our website to us. Each
suggestion will be read and taken into consideration by the Amazon Music development team
best suited for reviewing your idea.
you.
Hello Steven Fairhurst,
I'm sorry to know that you have been charged £7.99 monthly on your Bank Statement.
Upon checking your account, I see that the charges your are referring to is for Amazon Music
Unlimited Monthly Prime Discount subscription and Prime Monthly Paid subscription.
I'd like to inform you that there is Amazon Music Unlimited Monthly Prime Discount and Prime
Monthly Paid subscription is active on your account. The subscription (Amazon Music Unlimited
Monthly Prime Discount ) was active as a free trail for three months which later got converted to
paid by charging you £7.99 monthly as the Auto renew option was turned 'ON'.
Further, regarding the Prime Monthly Paid subscription. I see that the subscription was active as
a free trail which later got converted to paid by charging you £7.99 monthly.
I can cancel the subscription from my end, However if I cancel the subscription you may loose to
your Music and Prime benefit.
If you are unaware of the subscription I request you to write us back with the confirmation. So
that we can cancel the subscription and assist you further with the refund.
Let me assure you we're here to take full responsibility for any trouble you've had with your and
prevent you from bearing any kind of loss.
The subscription was initiated as a free trial on Tuesday, 12 December 2017 which later was
upgraded to paid membership on Thursday, 11 January 2018 charging you the monthly
subscription fee of £7.99.
to an 'Auto Renew', This is the reason when the free trial of the suSUBS CANCELbscription gets
ended, it gets upgraded to a paid membership charging you the monthly subscription fee from
your payment card.
I request you to write us back with the confirmation to cancel the subscription so that we can
help you at earliest with it.

Be assured Amazon always want all our customers to be happy with our services and try to come
up with different offers always.
For the meantime, please extend your patience and co-operation while we work
on this.

This is just to ensure that we can help you with this to your satisfaction.
>
> However, this does not mean your inconvenience and disappointment will go unnoticed. To
>
> Please be assured they'll investigate the issue further and take necessary actions to ensure that
>
> The feedback you've provided has been passed on to the relevant team and will be used in
>
> As a representative of Amazon, I would like to assure you that your complaint has been
forwarded and your future order's will be delivered without any problems.
>
>
> I personally appreciate your patience and understanding in this regard. We look forward to
seeing you again soon.
>
page.
More questions? It would be easier to help you over the phone or via chat. You can reach Kindle
Customer Support by clicking Contact Us on our Kindle Support pages at:
Hope this helps, take care!
For live assistance, please use the links below to either request a call from us at your convenient
time or start a chat.
>
> Please note that you don't need to call us, you just need to enter your phone number using the
below link and our customer executives will contact you. I'm sorry as I'm asking your to do this
extra step, but please note that we would really like to assist you better. If you're unable to
contact us via Phone, I request you to contact us via our Online Chat support so that we can
assist you further.
>
> Please click this link for call--> http://www.amazon.co.uk/clicktocall-kindlesupport
> Please click this link for chat --> http://www.amazon.co.uk/clicktochat-kindlesupport
page.
Hello, June,
My name is Andrea and I will be assisting you. Thank you for taking the time to contact us today.
I understand from your email that you received an email than mentioned your Music free trial
but you don't recall getting one.
I did a little bit of research in your account and you actually have the Music Unlimited
Subscription for Echo, I can see that it was acquired and used from your Echo device.
millions of songs through the Amazon Music app and Amazon Music for Web.
The service also includes thousands of Playlists curated by Amazon's music experts, music
recommendations, and personalised streaming Stations, as well as access to live English audio
streams of Bundesliga 1 matches and conferences. Playback is unlimited and ad-free.
If you don't want this subscription on your account, we can definitely cancel it and remove it
from your account, just reply to this email authorising us to do so, is just that I don't want to do
any major changes in your account without you having all the information and giving us
permission to proceed.
If you have any other question about this or any other matter, please go ahead and contact us, we
will be more than happy to assist you!
Music Help pages:
Or call:
- 0800 279 7234 UK Customers

- +44 0 800 279 7234 - UK Free phone UK Customers
- International: +44 203 356 6212 – charges may apply
I hope this helps!
It was a pleasure for me to assist you!

Non account
I understand your concern regarding the unknown charge.

>
> With regards to this, I have checked your records and I can confirm that the charge is related
to Kindle Unlimited membership and is not subscribed under your account
"sianaustin36@gmail.com".
>
> For security reasons, we can take action or send order information to the e-mail address that is
associated with the Kindle registered Amazon.co.uk account. This is the only way to be certain
that the request is coming from the account holder and that all personal information is protected.
We're sorry for any inconvenience this causes.
>
> However, I can see that the Kindle Unlimited was subscribed under different account; the
account under which you have logged in is not the same as the one in which your Kindle
Unlimited was subscribed.
>
> To serve you better, I have provided the domain of the email address (@hotmail.com ) in which
Kindle Unlimited was subscribed.
>
> I suggest that you check for alternative Amazon.co.uk accounts you may have with a different
password or e-mail address.
>
> Please note that the purchase and download of digital content from Amazon.co.uk, including
content from the Kindle Store, is associated with the Amazon.co.uk account used to make the
original purchase. As a result, Kindle content cannot be shared or transferred between two
separate Amazon accounts.
>
> In this case, If you wish to cancel your Kindle Unlimited membership kindly contact us from
the email address (@icloud.com). So that we can cancel and issue a refund for you.
>
If your Amazon Fire TV doesn't reset or if you're still experiencing

> problems with your device, I suggest you contact us via Phone or Chat to
> identify the exact problem with the device and can create a replacement
> based on the warranty of your Fire TV device by providing the necessary
> information to return the faulty one.
>
> Please understand that email medium is not secure to share account
> information, hence, replacement for Fire TV devices can only be done over
> the phone or chat as we need to verify your delivery address and payment
> card for the replacement order.
>
> You can reach us 24 hours a day, 7 days a week by clicking the "Contact
> Us" option on our support pages:
>
> https://www.amazon.co.uk/firetvsupport
>
>
> I realise that at this point of time asking you to contact us again would
> be disappointing, but in a situation like this, it is very important for us
> that we provide you with accurate resolution and in my experience, this is
> the best way to be certain that your issue is resolved more appropriately.
>
> Thank you for your patience and understanding in this regard.
>
> We hope you can contact us soon so we can help solve this problem quickly.
In case, if the issue still persists, I request you to write us back with the confirmation so that we can help you further
with it and resolve the issue at earliest.
You can also contact us via phone or chat so that we can together troubleshoot the issue in real time and if needed
escalate the issue to our dedicated technical team, so that they can narrow down the cause of issue and help get
the issue resolved.
Hello,
I'm sorry to know that you were charged £7.99/ month on your account.
On checking your account, I found that the charges are for "Kindle Unlimited " subscription. The subscription was
initiated as a free 30 day trial on 11 March 2018 which later was upgraded to paid membership on 10 April 2018
charging you the monthly subscription fee of £7.99.
I'd like to inform you that when a free trial of the subscription is initiated, the subscription is set to an 'Auto Renew',
This is the reason when the free trial of the subscription gets ended, it gets upgraded to a paid membership
charging you the monthly subscription fee from your payment card.
You were charged for the subscription from April to July 2018.
If you're unaware of this subscription and would like to cancel it for a refund, I can go ahead and cancel the
subscription for you and issue a refund for the same. However, if I cancel the subscription then you will lose access
to subscription contents, for which we need your permission. We need your confirmation to cancel the subscription
if not needed.
I'd request you reply back to this email so that we can cancel the subscription and issue full refund towards your
payment card.
I hope you can contact us soon so we can help solve this problem quickly. We are always here to help you at any
Greetings! I'm Rajani, from Amazon UK Customer Service. I hope this email finds you in the best of health.
Rest assured, we are here to take care of issues you encounter and we always endeavor to provide the
best service to our valued customers and aim to ensure that the issue is resolved to the fullest satisfaction.
Our customer's satisfaction and their convenience is very important to us above all else, it's the foundation
on which our company was built. Be assured that we'll continue working hard to ensure that you receive
accurate service, and also to minimize the chances of anything like this occurring again.
If you face any issues in future or if you need any further assistance, then please contact us and we'll make
sure that we resolve it to your satisfaction.
We would never want to disappoint a valued customer like you and we always endeavor to assist our
customer with the best of our service so we can ensure that we fulfillall of their needs, however sometimes
To reach an Amazon support specialist directly via phone or chat, please click the Contact Us button in the
right-hand column of our Amazon Help pages:
Hello Gautam,
I'm sorry to know that you have charged £4.99 monthly on your Bank Statement.
I've gone through our previous correspondence with you via chat and I see that the charge which
you are referring to is for Starz Play Video Channel subscription.
Upon checking your account, I see that the Starz Play Video Channel subscription was activated
as a free trail which later got converted into a paid subscription by charging you £4.99 monthly
as the Auto renew option was turned 'ON'.
As you were unaware of the subscription and not availing any benefit of the subscription, I've
cancelled the subscription and issued a refund for the Starz Play Video Channel subscription, this
will go through within the next 5- 7 business days and will appear as a credit on your billing
statement.
Further, I see that the subscription was activated from Amazon Fire tick device (gautam's Fire
TV stick) which is registered on your account.
I also recommend you to confirm with your family and friend who have access to your account.
If in case Amazon Fire tick device is not with you (or) you have gave this devices to any of your
friends (or) Family members without de-registering from your account. I recommend you to de-
register your devices from Manage Your Content and Devices by clicking on the below link.
www.amazon.co.uk/mycd
Click the "Your Devices" tab to view all devices registered to your Amazon account. Click
"Deregister" under the Amazon Fire tick device you want to remove from your account.
Amazon takes all security-related matters very seriously and your account security is our top
priority. We have polices and security measures in place to ensure that your personal information
remains secure.
you.

FIRE HD 10 kids tablet discount
> Your Account Amazon.co.uk

> Message From Customer Service
> Hello Kelly Cartmail,
>
> I understand that you'd like to pre-order two blue colour kids fire 10 for your boys instead one
of each.
>
> I'd like to let you know that this offer is system generated by default, due to which i'm unable
to apply any changes manually from my end. I apologies for the inconvenience in this regard.
>
> As an alternative, you can go ahead purchase the devices at offered prices and later you can
purchase the case separately for one of the device, once its available in our website, after placing
the case order let us know so that will be able to help you with refund as one time exception.
>
> I hope you understand our limitations over email medium.
>
> Should you require any assistance or information, please feel free to contact us back. We look
forward seeing you soon.
>
> To contact us:
>
> http://www.amazon.co.uk/contact-us
>
> We hope you can contact us soon so we can help solve this problem quickly.
>
> We look forward seeing you soon.
MUSIC UNLIMITED 4 MONTH
Hello,
I understand that you are concerned with the 4 Months of Amazon Music Unlimited promotion
offer.
I'm sorry for the misunderstanding with the promotion offer. I'd like to inform you that this
offer is exclusively available for Prime members who are also new Amazon Music Unlimited
subscribers . Also, the 4 months for £0.99 promotional offer applies to the Amazon Music
Unlimited Individual plan.
I've checked your account and see that Amazon Music unlimited subscription was initiated as a
free trial on 30 March 2018 which later was upgraded to paid membership on 29 April 2018 on
your account. The plan was cancelled on 29 June 2018 and later again it is activated on 3 July
2018 which charged you normal subscription amount of £7.99/ month.
As per the terms and conditions, the offer for 4 month of music unlimited at £0.99 is valid for new
customers who are subscribing for the first time.
As the subscription was previously used the offer didn't applied when you activated the
subscription.
I completely agree that this offer was seen as a Pop up notification on Amazon shopping app,
when however when ineligible customers click on the link no action is taken and customer can see
the subscription at regular prices. It was a general pop up message triggered to all amazon apps,
However to be eligible for the offers you need to fulfill T&C to get the offer.
Please refer to this link and scroll down to end of the page to see the T and C.
https://www.amazon.co.uk/gp/dmusic/promotions/AmazonMusicUnlimited
I would have surely helped you with the offer if there was any possible options.As per your request,
I've cancelled the subscription and issued a refund of £7.99 to your original payment card.
If you wish to cancel the activated subscription, I can cancel the subscription and issue a
complete refund for the same. However if I cancel the subscription you will lose access to the
subscription content. Before taking any action, we need your permission.

Clippings deleted
his is Bryan from Amazon Kindle. I am really glad to assist you today.
> I’ve reviewed the email that you’ve sent us and I do understand that you've
> deleted the file under the name of "My Clippings". According to your
> email it was deleted as an accident and you would like to obtain guidance
> about how to recover your highlights saved in there. I will gather
> information enough to share with you the best resolution for this situation.
>
> In this kind of situations there are few steps that we can try in order to
> recover this information. This folder is part of the software of your
> device and modifying or deleting this content will impact your books. I
> totally understand that this situation was created as an accident, let's
> try to complete some steps to see if we can obtain any progress.
>
> First of all, I would recommend you to delete one of the books that you
> know contains highlights. In that way, after deleting the book from your
> device, you can restart your Kindle and try to download it from your
> archived items in the cloud. Please open the book and review if the
> highlights are there or not yet. The second step is to review if your
> Kindle has "Annotations Backup" enabled. This feature backs up, to Amazon
> servers, annotations for books purchased from Amazon but not annotations
> for any of your other books or personal documents. You find that Kindle
> setting with Menu button/Settings/Menu button.
>
> If the problem persists after these previous troubleshooting steps, the
> best option would be to contact us via phone/chat so we can follow some
> real-time troubleshooting steps.
>
> Please let us know if there is something else we can address for you.
>
> You can contact Customer Service by clicking on the Contact Us button on
> any Help page:
>
> http://www.amazon.co.uk/gp/help/customer/display.html/?nodeId=201376310
>
> I hope this information helps! We look forward to seeing you again soon.
Hello,
This email is regarding your concern to get the highlights that were lost in ebook
As a solution to your concern, I would like to inform you that your bookmarks, highlights, and notes are also stored
on the website
https://read.amazon.com/notebook
If you are able to see the highlights on the above link then de-register and re-register Amazon account from the
Kindle reading application on iOS device and check if you get the highlights back.
Also you can enable so that from next time the highlights and bookmarks will be backup.
Open the Kindle reading application Tap three dots from top right>>settings>>Other>>Whispersync for
books>>Enable it.
Hello,
I'm sorry to know that the "My clippings" files was deleted from your Kindle.
I've checked all our previous correspondence with you. I'm sorry to know that the steps shared
by my colleague weren't helpful as the books with the clippings cannot be detected.
As a solution to your concern, I would like to inform you that your bookmarks, highlights, and
notes are also stored on the website read.amazon.com/notebook.
Check that Whispersync Device Synchronization is enabled for your Amazon account and
Whispersync for Books (Annotations Backup) is enabled for your Kindle device or Kindle
reading app.
As you confirmed that the Annotations Backup is already enabled on your device. I request you
to follow the above steps and check.
I hope you will get all your clippings back.
Also, I would like to inform you that if you delete the file, your Kindle will automatically add a
new My Clippings file the next time you create a bookmark, note, or highlight.
You can transfer and/or copy the file to your computer using a USB cable so you can share and
use your annotations, but they are not backed up to your Archived Items.You can also print this
file if you wish to have a physical copy of your annotations. Please note that any highlighted
images will not be visible in this file.
Default kindle for download of purchases
Hello Brian,
I'm sorry to know that the books are been sent to your 2nd Kindle that is gifted to others.
I would like to inform you that the as the 2nd Kindle is gifted and is still registered to your
Amazon account the books are being send to that Kindle. In this case, you can de-register the
Kindle from your account so that the books you purchase will be send to device "Brian's kindle".
Also, if you wish to keep the gifted Kindle" Brian's 2nd kindle" under your account and want to
set the "Brian's kindle" as default kindle to receive the purchased books you can do so by
If you have multiple registered devices on your account, you can choose the default device for
content delivery through the Manage Your Content and Devices page.
To set your default device:
1. Go to Manage Your Content and Devices (www.amazon.co.uk/mycd).

2. Click the Your Devices tab to view all devices registered to your Amazon account.
3. Select the device you want to set as your default and then click "Set as default device".
Once done you will be able to get all the purchased books on your "Brian's kindle".
Also, I've manually sent the book "The Nurses' Good Hands" to your Kindle with name "Brian's
kindle", so that you will be able to access it.
To sync all content on your Kindle Fire, drag down the notifications bar and tap More. Select
Applications and tap Sync Amazon Content.

Fire / Kindle OUT OF WARRANTY
Hello,
I’m sorry you've encountered an issue with your Fire tablet that couldn't be solved by
troubleshooting. I’ve issued a promotional credit to your account that will allow you to purchase
another Fire tablet at a 15% discount, excluding shipping costs and any applicable sales tax.
ds Edition Tablet shipped and sold by Amazon EU S.à r.l. or Amazon Media EU S.à r.l.
Note: Your promotional credit will not apply to the purchase of Kindle e-readers or other
Amazon devices. This discount will not combine with other promotions. This promotional credit
will not work on the Prime Now app.
The accessories you're currently using with your Fire tablet may not be compatible with your
new device. You can find additional accessories in our Amazon Device Accessories Store
(https://www.amazon.co.uk/kindleaccessories).
You'll be able to manage your Amazon content and change your subscription delivery options on
the Manage Your Content and Devices page at:
https://www.amazon.co.uk/mycd
If you'd like to access your Kindle books while you're waiting for your new device, we have
several free reading applications that you can use, which can be found at the link below:
https://www.amazon.co.uk/kindleapps
Thanks for allowing us to work through this with you.
1-click settings for free application
Hello David,
I'm sorry to know that you are experiencing difficulties to install "ITV HUB" free application on
Fire TV device without 1- click settings enabled.
At this time, in order to purchase from the Amazon Appstore, your Amazon.co.uk account must
be associated with a valid invoice address and payment method. We may check the location of
your IP address, for example, if you use an Amazon.co.uk Gift Card to make a purchase.
The above requirements are same even for the free application purchases, however for the free
application purchases there is no need to add a payment card, but as all the digital orders goes
through one click settings you can just enable 1- click settings and add a address to it.
In case, later you would like to place orders or make purchases at that time you can just add a
payment card to Amazon account.
Be assured you won't be charged any amount for the free application purchases via Amazon
appstore.
I would like to inform you that when you place your first order and enter a payment method and
shipping address, 1-Click ordering is automatically enabled. When you click Buy now with 1-
Click on any product page, your order will be automatically charged to the payment method and
shipped to the address associated with your 1-Click settings for your convenience.
To update your invoice address, 1- click settings please visit the following page, select "Change"
next to your default 1-click payment method and choose a valid address.
https://www.amazon.co.uk/gp/css/account/address/view.html
CHROMECAST Contact ID
A23F3VNUNSS9WS
Hello,
I'm sorry to know that you are unable to play Amazon videos via Chromecast device.
I completely agree with you that the Chromecast device as of now does not work directly with Amazon
prime videos to cast videos to TV screen and it is not a good deal to purchase a device just to play
Amazon videos.
We at Amazon's always want all our customers to take advantage of all our services and we always
welcome all the improvements we can to create great customer experience.
In this case, I would like to take your concern as a feedback so that our dedicated development team
can look into it and come up with the idea so that Amazon prime videos can support Chromecast
device.
Meanwhile as an alternative, there is a option we can get the chromecast to work with Amazon prime
videos. However we need PC/Mac or Android phone as a medium in between. I request you to try with
the below steps to play Amazon videos via Chromecast.
-- Via PC/Laptop
1. For that you will need a Chromecast device, and connect it to your PC or laptop that’s connected to
the same network and using Google’s Chrome browser.
2. From your Chrome browser go to your Amazon Prime account on Amazon.com. After clicking on
the Prime drop down arrow, select Watch.
3. The video you choose will automatically start playing , pause the video while we get it connected to
the Chromecast device.
4. In your Chrome browser, find the Chromecast icon in the upper right hand corner. After clicking on
it, select your Chromecast device from the list. From the Cast to drop down menu select Cast Tab.
5. The video will start playing on the screen you chose for your Chromecast device.
6. The Cast tab has a number of options that you can use to set your viewing preferences. You get three
video qualities to choose from: Standard (480p), High (720p), or Extreme Quality (this is also 720p,
but has a higher bitrate). To access settings, you have to click on the Cast button, and then click the
‘settings’ button (that looks like a gear). You can not only change streaming quality, but also mute and
unmute the sound with the help of the volume button. Since there is no option in the Cast tab to adjust
the volume level, you have to use your TV remote for that.
7. To end the session, simply close your browser window, or select Stop Casting from the Cast button.
--Via Android phone :
Like Chrome on desktop, Chromecast allows you to mirror your mobile device to your television for
watching entertainment.
1. At first install Amazon prime video application from the Google play store/ Amazon appstore. Also
install "Google Home app", which you probably already have downloaded as a Chromecast user.
2. With the Home app open on your screen, open the device and select the menu icon in the top left
corner. At the top of the display, select “Cast Screen / Audio” and hit the button on the following
display. Select your television with your Chromecast connected to it, your display will immediately
start to mirror on your television, presumably in portrait mode, with large black bars on the left and
right side of the display.
3. With your device mirroring to your television, open up the Prime Video app on phone to stream to
your TV. We suggest turning on rotation on your device and turning it to the right or left to browse
through your listings, since it’ll take up far more of the display. Select a title within Amazon Prime to
begin playback on your television, and you’ll see your screen mirrored between the two devices.
4. All of your playback controls are done right on your phone, and they’ll appear on your television
when you go to pause something.
Once again, thank you for writing us with the details what you want from us and help us improve for
you.
Confusion
Contact ID
A2ZT1ATE6LKNVX
RETURN and REFUND
Hello,
I'm sorry to hear that your 'Fire 7 Tablet with Alexa, 7" Display, 16 GB, Black - with Special
Offers, Amazon Fire 7 Case (7" Tablet, 7th Generation - 2017 release), Black' was not suitable.
Please return the Fire 7 Tablet with Alexa, 7" Display, 16 GB, Black - with Special Offers,
Amazon Fire 7 Case (7" Tablet, 7th Generation - 2017 release), back to us and once the carrier
scans the parcel into their network, the refund of £50.77 will be issued automatically.
When the refund is completed in our system, we'll send you an e-mail letting you know the date,
amount and payment details. You can see information about completed refunds in ‘Your Account’
once you've received a confirmation e-mail from us. You can view completed refunds in Your
Orders, https://www.amazon.co.uk/your-orders, by selecting "Order Details".
Also, you will be provided with a return reciept by Pass my Parcel when you drop it off at the
PMP reception or drop box. Please reply to this e-mail and attach your receipt to the reply as a
PDF, JPG or PNG file and we will issue a complete refund of postage charges too. In this way we
issue you a complete refund for the order and also for postage charges incurred to you.
https://www.amazon.co.uk/gp/orc/rml/DP3gGrPjRRMA
the instructions.
Alternatively, if you don't have access to a printer, please enclose a note with your order number.
Wrap the parcel securely and post it to us at the address on the returns label.
Please be aware that returns without a label can take slightly longer to process.
https://www.amazon.co.uk/gp/help/customer/display.html/?nodeId=201824330
If you'd like to return an item in the future, you can create your own return label by visiting our
Returns Support Centre (https://www.amazon.co.uk/returns ). It'll guide you through our full
return policy and assist you with detailed instructions to create your own personalised return
label.
Hello,
I understand that you would like to return the damaged Fire 8 tablet to us.
Good to know that you received the replacement device.

I've created a free return label for you so that you can use it to return the damaged device free of
charge to us.
https://www.amazon.co.uk/gp/orc/rml/Dy5hGcPVRRMA
the instructions.
enclose a note with your return mailing label i.e.(Dy5hGcPVRRMA ). Wrap the parcel securely
process the return.

Amazon Way
Dunfermline
Fife
KY118ST

ALBUM SONGS MISSING
Message From Customer Service
Hello,
I'm sorry to know that you experiencing issues in playing the complete album "Ohmz positivity"
I've replicated the same on our test devices and I was able to play all the 10 songs in the album.
I've checked your account and see that the purchase of album is completed, it can be due to some technical glitch
all the songs were not downloaded to your library.
To get it right, I've manually sent the complete album to your library.

Tap the menu button and select “Settings” from the menu. Tap “Refresh Your Music Library” and wait for the
notification in the device’s notification bar.
You can launch the Amazon Music for Web from the Amazon Digital Music Store or by going directly to:
the issue resolved.

SKY GO APPLICATION Contact ID

A3M13J5K76WRZ4
Hello Donald,
I understand that you would like to download "Sky go" app and use it on HP laptop.
I'm sorry for misunderstanding and would like to inform you that the applications installed from
the Amazon appstore are compatible on Android, Amazon devices, and can't be directly installed
or used on Laptop/PC/Mac.
As the application format that are available on the Amazon appstore are .apk format and the
Laptop/PC/Mac do not support these format of files, unfortunately we cannot use them on HP
laptop.
The application which are available on Amazon app store or Google play store are developed to
support and use on android devices.
As the operating system of laptops/PC/Mac are completely built on different platform they do not
support the phone applications.
However as an alternative there are two ways to use the Sky go application on your laptop.
1. You can access below link and install the Sky go desktop application on laptop and use it.
desktopclient.ott.sky.com/skygodesktop/SkyGoInstaller.exe
You will get a pop-up to save and install the application on laptop follow on screen instructions
and install and check with the application.
2. If you wish you can try and install android emulator named "BlueStacks App Player"(it is the
application that is to be installed on windows PC/laptop that helps to run applications supported
by android devices on your laptop)
The BlueStacks App Player is free to use. The program will allow you to run Android apps on
your Windows machine, but as it’s not a full Android emulator you won’t get the full Android
experience.
1. In order to use BlueStacks you'll have to sign-in with a Google account; if you don't have
already have one you'll need to sign up for one as you would on any Android device.
2. On google search with name "Bluestack" and download and install the application from the
official link.
3. Once installed open the application. You can now use this application as android interface.
4. There open the Google play store and login with your google credentials if asked and then
install Amazon app store like you normally install on android phone.
4. In the Bluestack application(that looks like your android interface) you can find the amazon
appstore and then open the application and install the "Sky go" application from within Amazon
appstore.
5. Now you can open the Sky go application in your laptop within Bluestack application and use
it.
Hope it works for you.
Should you require any assistance or information, please feel free to contact us back. We look
forward seeing you soon.
INAPP PURCHASE/ Coins/ in app/ inapp
Hello,
I'm so sorry to know that you are experiencing issue with the product key for Microsoft Office 365 Home. This is not
what we want our customers to experience.
To help you with it, I've checked your account and see that the order was successfully completed and was
purchased for £64.95
As you referred you are unable to redeem the code, I've issued a complete refund of £64.95 to your original
payment card. Refunds usually go through within five to seven business days and you will see this amount credited
I request you to order a new product key by accessing the below link so that you will be able to use new product
key for Microsoft Office 365.
https://www.amazon.co.uk/dp/B00DRP537A
If I relate it to myself I can completely understand how frustrating and annoying the situation can be when
something like this happens but believe us it was never our intention. Please accept my sincere apologies for this.
service.
Please feel free to let us know if there is something else we can address for you.
PS4 code
Xbox code
> Hello,
>
> I'm sorry to know that the code for the purchased FIFA 19 Ultimate Team -
> 12000 FIFA Points isn't working . I can only imagine how disappointing it
> has been for you. After all you've paid for a service.
>
> On a more personal level, I understand the importance of this order as
> they were intended to give as gifts honouring significant life events.
> Regardless of their monetary value, it is the act of acknowledging which
> gives this gift their true meaning.
>
> I've carefully checked all the details and It looks like the purchase was
> confirmed delivered to you by our system. As the code is not working, you
> may want to contact the developer of the Game, Electronic Arts Inc., for
> additional information and/or troubleshooting. I've provided the
> developer's contact information below:
>
> https://help.ea.com/en/contact-us/
>
>
> I appreciate you being a loyal customer to us. Trust me, it would be a
> loss to us if we loose you. We do want the issue to get resolved, however
> as from our end it tells the purchase has been delivered, I'd once request
> you to contact the developer and they would help you with what went wrong
> with the code.
>
> Resolving the issue without your cooperation would be impossible for us,
> as I need your trust in this, and we would do anything possible at our end
> to get it sorted for you.
>
> I'd also like to inform you that in these kinds of issue the fault could
> be from the developer but not from the customer's side or from Amazon side.
>
> Customer interest is always looked into at depth here at Amazon as we’re
> always working to improve our services to avoid disappointing privileged
> customers like you.
>
> It’s also my humble request to you that you please do not let this
> experience have a negative impact with our services.
>
> Please do get back to us if you find any information so that we can take
> the next course of action, please contact Customer Service by clicking on
> the Contact Us button on any Appstore Help page:
>
> https://www.amazon.co.uk/help/appstore
>
>
> Rest assured, we are here to take care of issues you encounter and we
> always endeavour to provide the best service to our valued customers
>
> Thank you for your understanding. We hope to see you again soon.
>
Forza Horizon 4
- Ultimate Edition | Xbox One/Win 10 PC - Download Code'
After reviewing our previous correspondence with you, please accept my

apologies for any inconvenience it has caused.
I understand your concern regarding the bonus code of " Forza Horizon 4
- Ultimate Edition | Xbox One/Win 10 PC - Download Code''.
I'd like to inform that the publisher of the game is a seller in Amazon
platform who will be having access to help you with the bonus code on
your account as we are unable to access the bonus codes which are
provided by the publisher. This is the reason, I'm requesting you to
please contact the publisher because they will be able to help you in
accessing the bonus code on your account and help you resolve the issue
at the earliest.
Once, I'd request you to please contact the publisher so that you will
be able to access bonus code on your account. Further, If the issue
still persists, I'd request you to please write back to us so that we
can help you with the best possible resolution on your account.
I request you to please contact the publisher using the below links :
Contact us link:https://support.microsoft.com/en-gb/contactus/
Site: https://support.microsoft.com
Phone: 0800 026 0329

If you have any additional queries, I'd request you to please write back
to us so that we can help you resolve the issue at the earliest.
Customer Service can be reached by phone, e-mail and chat 24 hours a
day, 7 days a week using the link below:
Rest assured, we are here to take care of issues you encounter and we
always endeavour to provide the best service to our valued customers and
aim to ensure that the issue is resolved to the fullest satisfaction.
We'd appreciate your feedback. Please use the links below to tell us
about your experience today.
Hello,
I'm really sorry that you haven't been able to access your in-app purchase for "Great Beauty and
the Beast Pack".
I've checked your account and see that system and app reported the in-app was successfully
purchased and delivered to your device.
In this case, I request you to perform some basic troubleshooting to resolve your issue:
1. Check the device is on the latest software version.
2. Check if the Appstore app is up to date.
To check for app updates, launch the Amazon Appstore app, press Menu and then select "My
Apps". Tap the "App Updates" tab to see applications on your device that have updates.
3. Clear Appstore data.
--- Open the Settings menu for your device.

--- Tap "Applications".
--- Select the "Amazon appstore" app.
--- Select "Storage" and then "Clear Data" then tap "OK."
4. Force stop the "Fishdom" app.
5. Restart the phone and check once if you see in-app purchase.
In case if you are still unable to get the in-app purchase, you can also contact developer of the
application so that they can look into the issue and help you get the diamonds added to your
game directly from there end. Below are the details of the application developer
fishdom@playrix.com
https://playrix.helpshift.com/a/fishdom/
you.
Hello,
I'm really sorry that you haven't been able to access your in-app purchase for "400 ROBUX" for
game Roblox.
I've checked your account and see that system and app reported the in-app was successfully
purchased and delivered to your device.
As you referred you are unable to get them on the Fire tablet, I've issued a complete refund of
£4.59 to your original payment card. Refunds usually go through within five to seven business
days and you will see this amount credited on your next statement.
I request you to perform below troubleshooting steps on tablet so that if any intermittent issue
with the device will be cleared and later once you purchase the 400 ROBUX will be able to access
them.
1. Check if the Appstore is up to date:
Tap "Amazon Appstore" to launch the Appstore app.

Select "Account", and select "Settings".
The version is displayed at the top of the screen.
Tap "Check For Update" to see if there is an update available.
--. Swipe down from the top of your Home screen and tap "Settings".
--. Swipe left until the "All" tab is displaying.
--. Tap "Appstore" and select "Clear Data".
3. Clear cache for the game:
--. Tap on application name "Roblox" and select clear cache.
5. Restart the tablet once and go ahead and once again purchase the 400 ROBUX and check.
I'm positive you would be able to see the purchase and can use in the game now. In case you find
any difficulty please do write us back so that we can help you with the concern at earliest.
Also if you are still unable to get the in-app purchase, you can also contact developer of the
application so that they can look into the issue and help you get the 400 ROBUX added to your
game directly from there end. Below are the details of the application developer
info@roblox.com
https://en.help.roblox.com/home
you.
Hello,
I'm sorry to know that you are experiencing application crashing issue with the Spotify application on Fire HD 10
tablet registered on your account.
As a remedy to the issue, I request you to perform below troubleshooting steps on tablet
4. Tap "Appstore" and select "Clear Data
2. Clear cache and data for the application:
Cache files are the temporary files that are created by the OS of the tablets when using the application and are left
behind and no more useful for the tablet taking up space on your tablet and causing the issue.
4. Tap "Spotify" and select "Clear cache and "clear data" and clear it.
You may also need to restart your device. Press and hold the power button for up to 40 seconds (until the screen
goes black) and then release. After the device has completely turned off, press the power button again to restart it.
Once your device is back on, try opening the application and check.
If it still crashes, please go ahead and uninstall and reinstall the application so that any glitch with the application
will be cleared and will work fine.
To uninstall:
4. Tap "Spotify" and select uninstall
5. Now re install the application.
I'm positive about steps would work and you will be able to use Spotify application.
You can also contact us via phone or chat so that we can together troubleshoot the issue in real time performing
advance troubleshooting steps and if needed escalate the issue to our dedicated technical team, so that they can
narrow down the cause of issue and help get the issue resolved.
coins pending
Inapp pending
Hello Stephen,
I'm really sorry that you haven't been able to access your in-app purchase for "300 coins" for
game " Word Imposter "
I've checked your account and see that system and app reported the coins was successfully
purchased and delivered to your account.
I would like to inform you that the inapp coin purchases completes instantly, however in some
cases it takes upto 4 hours to get added. As you referred you are unable to get them on the Fire
tablet, I request you to allow sometime so that it can be completely delivered to your device and
you can use the coins.
Meanwhile, I request you to perform below troubleshooting steps on tablet so that if any
intermittent issue with the device will be cleared 300 coins will be able to access them.
1. Swipe down from the top of your Home screen, then tap "More".
2. Tap "Applications", then tap "Installed Applications".
3. Choose "All Applications" from the drop-down menu.
4. Tap "Word Imposter" and select "Clear cache".
5. Restart the tablet once and go ahead and check with the coins.
I'm positive you would be able to see and can use in the game now. In case you find any difficulty
please do write us back so that we can help you with the concern at earliest and also we can issue
a refund for the same and you can place a new order.
You can also contact developer of the application so that they can look into the issue and help you
get the 300 coins added to your game directly from there end. Below are the details of the
application developer
support@secondgeargames.com
www.secondgeargames.com
you.
KINDLE APP IOS
Hello,
I'm sorry to know that you are experiencing issue with the Amazon kindle reading application on
ipad.
From the details you shared in email, it seems to be issue with the application unable to link to
Amazon account.
In this case to resolve the issue, I request you to perform below troubleshooting steps and check.
1. Uninstall and reinstall the application. It will resolve any intermittent issue with the
application.
To uninstall the application, press and hold your finger on the application icon until a black circle
with an "X" appears in the top left corner of the icon. Tap the black circle and this will uninstall
the application.
To reinstall the application:
1. Visit the App Store on your device or through iTunes.

2. Search for "Kindle" or find it in the alphabetical list of applications.
3. Follow Apple's install instructions.
When your installation is complete, simply launch the Kindle application to start accessing or
building your Kindle books library.
In case the above steps didn't help I request you to access the Amazon account and change the
password for it and try login in with the new password in Kindle application.
Hope above steps will resolve the issue and get the application work fine so that you will be able
to access books once again on ipad device.
If the issue still persists, I request you to contact us via phone or chat so that we can together
troubleshooting the issue in real time and if needed escalate the issue to our technical team and
get it to work for you at earliest.
To set up a call back from us via phone:

Dash button
Hello Emma,
I'm sorry you are unable to purchase products with the "Cillit Bang Dash Button".
I've checked my resources and see that there aren't any products available for purchase with
Cillit Bang Dash Button. We are currently working with many household brands to expand the
products available for purchase through Dash Button. I'll let the development team know that
you are interested in purchasing with the Cillit Bang Dash Button.
Currently, you can only order a limited selection of products through Dash Button. Your Dash
Button is tied to a specific brand and eligible products within that brand.
Please access below link, you will find there are products added to the "Finish dash button" to
purchase them.
https://www.amazon.co.uk/gp/product/B01I29J344/
Now access the below link for Cillit Bang Dash Button. As there are no products added right now
it says no products available try again later.
https://www.amazon.co.uk/Amazon-JK29LP-Cillit-Bang-Button/dp/B0743L65MM/
If you wish and prefer, I can issue a refund for the dash button you purchased so that you can
purchase it at later time needed as per your convenience. After refund you do not need to return
your Dash Button, but you should deactivate and reset it to prevent any purchases from being
made on your Amazon account. After you deactivate your Dash Button, you may recycle it.
For a full list of Dash Button brands and products, you can check with the below link:
https://www.amazon.co.uk/dashbutton
Should you require any assistance, please feel free to write us back with confirmation. We will be
happy to help you.
UNKNOWN CHARGES
Hello,
I'm sorry to know that you are being charged for Amazon prime services.
I would like to inform you that the Amazon prime membership provides different benefits to our prime customers like
Unlimited One-Day Delivery on millions of items, Prime Original Series exclusively on Prime Video, each month
Prime members get access to a rotating selection of eBooks, magazines, comics and more, get instant access to
over two million songs ad-free and on-demand plus hundreds of playlists, as a Prime member you can watch
thousands of popular movies and TV shows at no extra cost.
You can access below link to check with the details on Amazon prime
I've checked your Amazon account with the email ID: hilda.ildinemeth@gmail.com and see that there is no
prime membership active on your account and also unable to find charges on account on the dates you shared with
me.
Be assured, we are here to take care of your problem and we do take full responsibility for any troubles you have
with orders, subscriptions and on your account.
In this case, I request you to contact us via chat or phone with the below information in hand so that we can at
earliest find out the charges for you and if needed escalate the concern with the charges to our dedicated
investigation team so that they can look deeply and find out the charges on your account.
1. The charge amount and the date on which it was taken.

2. The last four digits of the credit card charged.
3. The annotation next to the charge on the statement.
4. Do you have another Amazon account under a different email address?
5. Is the payment card on a joint account or does a family member have access to the credit card?

I'm sorry to make you contact us back again, however be assured this is the only way to find out the charge details
and help you with it accordingly.
We look forward seeing you soon to resolve the concern at earliest.
I request you to contact us with the below information in hand so that we can at earliest find out
the charges for you in real time and if needed escalate the concern with the charges to our
dedicated investigation team so that they can look deeply and find out the charges on your
account and get it refunded at earliest to your account.
I request you to contact us via chat or free phone with the below information since we don't
recommend sharing below details via email due to account security concern.
Hello,
I'm sorry to know that you are being charged for Amazon digital downloads in amount of £ 3.98
I've checked your Amazon account with the email ID: semabilenalonso@hotmail.com and unable
to find charges on account on the date 26 June 2018 you shared with me.
Be assured, we are here to take care of your problem and we do take full responsibility for any
troubles you have with orders, subscriptions and on your account.
In this case, I request you to contact us via chat or phone with the below information in hand
since we don't recommend sharing below details via email due to account security concern.
Please do contact us so that we can at earliest find out the charges for you in real time and if
needed escalate the concern with the charges to our dedicated investigation team so that they can
look deeply and find out the charges on your account and get it refunded at earliest to your
account.

5. Is the payment card on a joint account or does a family member have access to the credit
card?

I'm sorry to make you contact us back again, however be assured this is the only way to find out
the charge details and help you with it accordingly.
Fire TV not registered

Hello,
I'm sorry to know that you are experiencing issue with watching video on your Fire TV stick
device.
I've checked your account and see that Prime video subscription is active on your account,
however there is no Fire TV stick device not registered on your account with the email ID
"steph13hunt@gmail.com" you contacted us from.
In this case, I request you to register the Fire TV stick with your Amazon account and check once
if you are able to play videos.

2. Select "My Account".
You'll see a "Register" option. Select "Register” and enter your Amazon account information
when prompted.
If you see "de-register" option please go ahead and de-register and re-register Fire TV stick with
your account details.
In case, if you still find any dificulty, I request you to contact us via phone or chat so that we can
together perform troubleshooting on Fire TV and resolve the issue for you at earliest.
You can reach Amazon Fire TV Customer Support by phone or chat directly by clicking the
Contact Us option on the Amazon Fire TV Support pages:
Contacting us through the website allows you to verify security and ensures we have your
account information ready when we contact you.
Please make sure you have Fire TV stick with you when you contact us, along with your power
adapter and any additional accessories.
PRICE CHANGE / price drop / price match/ price difference

Hello Sarah,

I understand that you are concerned with the order ID D01 8504393 6111022 for ebook "One
Night Only".
To help you with it, I've checked your account and be assured that you were not charged for the
ebook as it was free ebook to purchase and download.
Also regarding your concern regarding its price is GBP 2.99 with an option to download this
book. I would like to inform you that I've checked my resources and see that the current price of
the ebook is GBP 2.99.
Due to price change for the ebook after you purchased the ebook it is now showing as GBP 2.99 .
As you've already purchased the ebook no need to purchase it again with new price.
Pricing of titles in the Kindle Store vary depending on various conditions like taxes, country, if
demand from publisher.
Several publishers have modified their relationship with Amazon to a business model whereby
the publisher, not Amazon, sets the price of the Kindle book.
We're working hard to build a successful digital book store and make every effort to provide you
with the best prices possible.
clear as crystal!
Hello Laura,
I understand that the price of the Kindle Fire has been dropped.
Please be informed that our prices may increase or decrease based on a number of factors and
unfortunately, as per Amazon policy we can’t offer you a refund for the difference between the
price in your order and the lower price you saw on our website.
However, since you're a valued customer, I’ve made a one time exception to our normal policy
and requested a refund for the price difference in the amount of £50.00 to the payment card
associated with your order, we will send you a confirmation via e-mail when it's complete. Please
allow your bank 5 to 7 business days to process the refund.
payment details. Completed refunds information can be viewed in Your Account once you've
received a confirmation e-mail from us. You can view completed refunds in Your
Orders,https://www.amazon.co.uk/your-orders, by selecting "Order Details".
responsibility for any trouble you have with your Kindle, Kindle books and your account.
If you still have any other questions, please reply to this e-mail so that we will do everything we
can to help you in resolving your concern with top priority.
reetings! I hope this email finds you in the best of health.

>
> Upon reviewing, I understand your concern regarding the price drop. Please allow me to
extend a sincere apology for what happened that this have consumed a lot of your precious time
contacting us this usually doesn't happen and that is not what we want to experience from our
valued customer here in Amazon.
>
> We work hard to make sure our prices are as competitive as possible and may from time to
time change our prices. However, we don’t offer post-order price adjustments.
>
> However, I request you not to worry as you have already been charged for this order and there
is one solution. I request you to please return this order or write us back with the permission to
return this order and re-order the same item with the reduced price of 34.99.
>
> I know that nothing can erase what has already happened, but I'd like you to know that I value
you as a customer and that I truly care. Hence, I'd request you to re-order the same item with the
fastest delivery option available and write back to us and we will waive off the delivery charges
for you as it was an error from our side.
>
> This does not mean your inconvenience and disappointment will go unnoticed. To ensure
utmost attention, I've forwarded your comments as feedback to the relevant department and
they'll investigate the issue further and I assure you that this will not be repeated in future.
>
> On a personal level, I highly appreciate your patience, cooperation and understanding in this
matter. It is our privilege to have you as our valued customer and we want to make sure you are
always taken care of.
>
> I hope you understand that I've put in my best effort to help you in this issue.
>
> Do let us know by replying to this email if you need any further information and we’d be happy
to assist.
>
> Thank you for your understanding. Take care!
>
Hello,
I understand that you are concerned with the price drop for the Amazon Echo dot device.
I've checked your account and see that you are with us since 2005. I really appreciate all your
support and thank you being part of Amazon family.
On further checking your account, I see that you purchased Amazon Echo Dot (2nd Generation)
for £34.99 and as on Amazon prime deal it is available for £29.99 that is there is a drop of £5 in
price of Echo dot.
I request you not to return the Echo dot that you purchased. I've issued a refund of £5 (£34.99 -
£29.99) to your original payment method as a price drop discount.
1 GBP 1 Euro authorization charges
Hello,
Authorisation charge for the order.

D01-1266242-1736633 - Time for Hope, A: A contemporary romantic suspense
unused authorisations. It depends on the policies of your bank, but the authorisation code below
may be able to help your bank locate and remove the authorisation in question:
Authorisation Code: 504891
We hope this helps and we look forward to seeing you again soon.
Hello,
I'm sorry for the misunderstanding with the Euro 1.00 on your account.
I've checked your account and be assured that the prime video membership is cancelled on your
account. It was cancelled on July 6, 2018.
I would like to inform you that when you place an order or subscription is renewed or use a
payment method for the first time with Amazon, we contact your payment card's issuing bank to
approve the payment method.
made available to you by your bank according to their policies. It might appear as a pending
charge on your statement but the Euro 1.00 will become available again according to your bank's
time line.
In case, if you find any difficulty, please do write us back and we will be happy to help you
refund 1 Euro to your account at earliest.
Hello,
I'm sorry to know about two pending payments of £16 on your bank account.
Upon checking your account, I see that you ordered a Fire HD 8 Tablet with order ID 203-
6300289-2890735 on instalment plan.
The pending payments you see on your account for £16 are just the authorization. You won't be
charged on your account it is just on hold. It is by the system to authorize and check if your
payment card is valid. We contact your payment’s card issuing bank to approve the payment
method. Upon approval, the requested amount is reserved in your account. This is known as an
authorisation.
Also, I see that the authorization is completed and the charges of £16 are unhold now.
you.
QQQ
music_prime_mobile_download
music_unlimited_download_music_howto
amazoamazon_music_ios_auto_download
MUSIC DEPRECATE
Hello,
I understand that you would like to upload offline music to Amazon cloud drive.
At this time, uploading music from your Android device to your music library (cloud) isn't
supported. However, you can use your Amazon Music app to play the music stored on your
device by going to your "Device" library.
The Amazon Music Storage subscription plans (free and paid) are being retired and new
subscriptions are no longer being accepted.
You can also check with the below link to get details it.
In this situation, to make things right,I have summarised and forwarded your comments
expressing your desire to be able to use the online cloud storage to store offline music on your
phone to our development team. They will consider your comments and come up with all possible
ways to bring the service back.
Rest assured, we are here to take care of issues you encounter and we always endeavour to
provide the best service to our valued customers and aim to ensure that the issue is resolved to
the fullest satisfaction.
Customer feedback like yours really helps us continue to improve and provide better service to
our customers.
Once it is made available, you will able to upload music to cloud.
clear as crystal!

Hello,
I understand that you are concerned with the option to select all the music files at once to download.
I would like to inform you that the email you receiceved from the Amazon is for the music files that you uploaded to
Amazon drive that are your personal songs. Be assured all your music files purchased from Amazon will be
available even after August for you.
I've checked all my resources and also replicated it from my end and sorry to inform you that the option to select all
the music files at once is right now not available for the personal music files that are uploaded to Amazon drive.
I understand it may take lot of your time to transfer the files and I apologize from my end for the inconvenience and
would have surely helped you if there was any option or alternative to perform the same action by "select all".
Thanks for taking your time to share your thoughts about "select all option". Your comments and suggestions will
help us improve and offer better service to our customers. I've forwarded the details you shared with me to my
dedicated technical team so that they can look into it and would work to make the feature available at earliest.
Hello,
I understand that you are concerned with the option to select all the music files at once to
download.
I would like to inform you that the email you received from the Amazon is for the music files that
you uploaded to Amazon drive that are your personal songs. Be assured all your music files
purchased from Amazon will be available even after August for you.
I've checked all my resources and also replicated it from my end and sorry to inform you that the
option to select all the music files at once is right now not available for the personal music files
that are uploaded to Amazon drive.
I understand it may take lot of your time to transfer the files and I apologize from my end for the
inconvenience and would have surely helped you if there was any option or alternative to
perform the same action by "select all".
ensure utmost attention, I've forwarded your comments as feedback to our dedicated Amazon
cloud drive team so that they can look into it and take necessary actions to add the feature to
select all music songs at once so that it will be easy for you to download all songs.
Be assured Customer feedback are always taken care of at Amazon, as this is what our customers
needs from us.
For the meantime I seek your patience and support while we together work on it.
foundation on which our company was built and would never want to disappoint a valued
customer like you and we always endeavour to assist our customer with the best of our service so
we can ensure that we fulfil of their needs.
I hope that you will allow us some time so that this can be looked into by our development team.
MUSIC INVITE
Hello,
I'm sorry to know that you are experiencing difficulty with Amazon music account to accept the family invite.
I've checked your account and see that your Amazon music account was activated on our partner site amazon.com,
however it should be active in amazon.co.uk that's the reason you were receiving error message.
For your convenience, I've updated your music account settings and changed it to amazon.co.uk
I request you to go ahead and accept the family invite so that you will be able to use the benefits.

We'd appreciate your feedback. Please use the links below to tell us about your experience
Follow up
me@adammckissock.com
0156155770
KINDLE UNLIMITED PROMOTION
Hello,
I understand that you would like to subscribe for Amazon kindle unlimited plan offer of 3 months for £0
I've checked your account and see that you subscribed to Kindle unlimited trial subscription recently on 8 July 2018
and ends on 7 August 2018.
I'm sorry to inform you that the offer is valid for the new subscribers of the Kindle unlimited subscription as per the
promotion terms and conditions.
Be assured Amazon always want all our customers to be happy with the services, products and offers we provide,
so we come up with more and more offers for all our customers.
I really appreciate your interest in the promotion and to help you with the concern, I've escalated the concern you
shared with me to our dedicated team which deals with the promotions so that they can check with your account
and subscription details and help us with the information if there is any alternate option so that you can avail the
benefit for the promotion.
I'm personally following up with your concern and will contact you soon with the resolution I get from our dedicated
team to help you with it.
PRIME MONTHLY AND MUSIC ECHO
> I've checked and see that the following memberships are active under your account.
>
> 1. Prime monthly membership (7.99 GBP).
> 2. Amazon Music Unlimited for echo Monthly (3.99 GBP).
>
> Please be informed that, Amazon Music Unlimited and Prime Music share similar features, but
>
> Both give you the option to add titles to My Music, the main difference is that Amazon Music
>
> With Prime Music, eligible Prime members automatically get access to selected titles (over 2
million songs) from Amazon Music as part of their Prime membership, at no additional cost.
>
> With Amazon Music Unlimited, you can listen to over 40 million songs from the Amazon Music
catalogue as long as you have an active subscription. Prime members can also subscribe to
Amazon Music Unlimited separately. Discounted monthly subscription pricing and an annual
renewal option are available exclusively to Prime members.
> To view available plans and subscription pricing, go to: https://www.amazon.co.uk/unlimited
>
> I'm sorry if this information wasn't clear to you.
>
> If you're unaware of this subscription and would like to cancel it for a refund, I'd request you
reply back to this email so that we can cancel the subscription and issue full refund towards your
payment card.
>
> As before taking any action on your account, I would like to seek your permission for the
cancellation of the subscription.
>
> Once we receive your reply, we'll cancel the subscription and issue refund.
>
> Thank you for understanding. We look forward to seeing you soon.
RETURN
Hello,
I'm writing to follow up on our recent chat conversation.
I'm sorry you are having issues with your Kindle. I'm sending you a replacement Kindle via
Express Delivery to get it to you as soon as possible.
Here's your replacement order information:
Order No: 204-0289732-9289146

Estimated Delivery Date: Wednesday, 25 July 2018
Please click on the following link to be brought to your pre-paid personalised return label and
follow the instructions provided:
https://www.amazon.co.uk/gp/orc/rml/DzzJdVPPRRMA
To find the closest to you please click on the following link:
https://www.passmyparcel.com/stores.
Please don't modify the replacement order in Your Account, as that may delay the replacement
shipment.
When you arrive at the Pass My Parcel location:
1. Go to the counter and hand your parcel to the shop assistant.

2. The shop assistant will then scan your parcel and will hand you a receipt. Please keep this
receipt safe as it will contain details of how to track your return.
Please note that, as set out in our returns policy, you need to return the original item to
Amazon.co.uk within 30 days of the date of this e-mail. If you do not return the original item to
us within 30 days, Amazon.co.uk reserves the right to charge an amount equal to the price of
your original order to the payment card selected.
Please erase all personal information from your device before it is returned.
Please affix the personalised pre-paid return mailing label securely to the package, covering up
any previous delivery address.
You'll be able to access your existing Kindle library and change your subscription delivery
options on the Manage Your Content and Devices page at http://www.amazon.co.uk/mycd when
your replacement Kindle arrives.
Until your replacement arrives, you can continue to read using one of our free Kindle reading
applications which you can download at http://www.amazon.co.uk/kindleapps
Thank you for allowing us to work through this problem with you. Your replacement Kindle will
be there soon.
replacement email
Hello Ms. Sandra Davidson,
This is Nei from Amazon Customer Care.

I'm sorry your Fire tablet isn't working. I'm sending you a replacement Fire tablet via First
Class.
Order Number: 204-1881122-9824329

Estimated Delivery Date: Wednesday, 6 February 2019
Please don't modify the replacement order in Your Amazon Account, as that may delay the
replacement shipment.
A pre-paid return shipping label can be printed using the link below:
https://www.amazon.co.uk/gp/orc/rml/DlqlXVPmRRMA
Please note that Label free returns are not currently accepted at Royal Mail Post Offices.
Label free returns are only accepted at some Royal Mail Delivery Offices. Royal Mail Delivery
Offices are also known as Royal Mail Customer Service Points. These are the same locations that
you visit to collect any parcels that couldn’t be delivered because you weren’t at home.
Securely pack your parcel making sure it’s not bigger than 90cm x 60cm x 40cm.
The QR code will be sent to your email address associated with your Amazon account. Please
make sure you have your QR code when going to the Delivery Office. If you are unable to access
your emails, you can also locate your QR code by opening your Amazon Shopping App, go to
‘Your Account’ then to ‘Your Orders’. Find the order you are returning and select the option
‘View Return Label & Instructions’. The QR code will be available here.
Please note that, as set out in our returns policy, you need to return the original item to
Amazon.co.uk within 30 days of the date of this e-mail. If you do not return the original item to
us within 30 days, Amazon.co.uk reserves the right to charge an amount equal to the price of
your original order to the payment card selected.
To return your device follow the steps below:
1) Back up any USB transferred content, personal photos, or personal documents not already
stored in the Cloud.
2) If possible, turn your wireless off.
3) Disable any Fire for Kids or lock screen passwords.
4) Put the device in a plastic bag.
5) Place the device in the original (if possible) or replacement box for return.
6) Please keep your USB cable or power adapter, manual, and any accessories or other items that
originally shipped with your device.
Any settings and saved data on your device, such as parental controls, in-app items, or login
information for apps and websites are not carried over to your replacement. For GameCircle
games with Whispersync enabled, your game progress will be saved to the Cloud.
You'll be able to access your existing Kindle library and change your subscription delivery
options on the Manage Your Content and Devices page at:
If you'd like to access your Kindle library while you're waiting for your replacement, we have
several free applications that you can use, which can be found at the link below:
www.amazon.co.uk/kindleapps
If you prefer to download your content wirelessly when your replacement Fire tablet arrives, tap
any content library from the Home screen. The Cloud tab displays all your content stored in the
Amazon Cloud. The content will begin downloading when you tap the cover.
Thank you for allowing us to work through this with you. Your replacement Fire will be arriving
soon.
Hello,
I'm sorry to know that you received a screen damaged Kindle Paperwhite E-reader.
I've placed a new order, #204-3141636-8487527, for the same item and it'll be dispatched at
earliest to the same address. There'll be no additional charge for your replacement order. Once
the new order is sent out you'll be notified by e-mail to confirm the date, contents and method of
delivery.
As it is a gift, I completely understand that it should be gifted on time, so the replacement will be
delivered to your address as Express Delivery and guaranteed delivery by: Tuesday, 10 July 2018
Please note, as set out in our returns policy, you need to return the original item to us within 30
return the damaged device to us.
https://www.amazon.co.uk/gp/orc/rml/DllZl2PYRRMA
the instructions.
Alternatively, if you don't have access to a printer, please enclose a note with your order number.
Wrap the parcel securely and post it to us at the address on the returns label.
Please be aware that returns without a label can take slightly longer to process.
I once again apologise for the inconvenience that caused due to delivery of damaged Kindle
device. I hope you would treat it as a one time exception and give us another change to help you
with our services.
Hello,
I understand that you're concerned with the order Fire HD 8 Tablet that you didn't receive.
I've checked your account for the tracking details and it mentions that the order is delivered on
19 July 2018 05:13:57 PM.
I thank you for checking with household members, neighbours. and please accept our sincere
apologies for any inconvenience this caused.
We certainly don't want our customers to experience this.
We'll surely send the replacement order at your address as soon as possible. To help you with the
replacement order, I request you to contact us via chat or freephone so that we can confirm few
details(address, delivery time) which we don't recommend sharing via email due to customer
Once you contact us without taking any more time we'll at same moment create a free
replacement device and ship it to your address.
page.
I can understand that requesting you to contact back again may add further to your
inconvenience. This is to ensure that we can help you with this to your satisfaction.
Please be assured they'll investigate the issue further and take necessary actions to ensure that
The feedback you've provided has been passed on to the relevant team and will be used in
I hope you would treat it as a one time exception and give us another change to help you with our
services.
I personally appreciate your patience and understanding in this regard.

PRIME READING
Hello,
I understand that you would like to access Prime reading from the Kindle app for android.
I would like to inform you that Prime Reading is available to Amazon Prime members—paid Amazon
Prime, paid Prime Student, and 30-day Amazon Prime free trial— and allows Amazon Prime members
to browse and borrow titles from a selection of popular books, magazines, comics, and Kindle Singles.
I've checked your account and see that you are a invitee member for the UK Prime club annually
subscription. That's the reason you are unable to access the prime reading on Android phone.
Prime Reading titles can be read on any Kindle e-reader or Fire tablet, or using the Kindle reading app
for iOS and Android. A Fire or Kindle device is not required.
Prime Reading is currently available for customers with a U.K. country of residence.
To borrow a title using your Prime Reading benefits:
1. Go to the Kindle Store at www.amazon.co.uk/primereading

2. Locate a title that you’d like to borrow and then view the product detail page for that title.
3. Select the option to borrow the book for £0.00 with Prime Reading, and then select the device or
supported Kindle reading app you’d like to read the title on.
You can also click the option to borrow the book for £0.00 with Prime Reading from the Kindle Store
on the Kindle app for iOS and Android, as well as Kindle e-readers and Fire tablets.
To return a book that you’ve borrowed:
1. Go to Manage Your Content & Devices at https://www.amazon.co.uk/mycd

2. Locate the title you’d like to return.
3. Click the Actions button next to the title, and then select Return this book.
4. Click Yes to confirm.
Thanks for using Amazon.
Prime Reading is a service that allows Amazon Prime members to browse and borrow titles from a
selection of popular books, magazines, comics, and Kindle Singles. The available content is updated
periodically, and titles are added and removed. You can access Prime Reading titles on your phone or
tablet with the Kindle apps for iOS and Android, as well as on Kindle e-readers and Fire tablets. All
Prime Reading content is included in Kindle Unlimited.
Kindle Unlimited gives members unlimited access to over 1 million books, audiobooks, magazines,
comics, children’s books, Kindle Singles, and more for £7.99/month after a 30-day free trial. You can
read as many titles as you like and can access Kindle Unlimited on your phone or tablet with the Kindle
apps for iOS and Android, as well as on Kindle e-readers and Fire tablets. You don’t need to be an
Amazon Prime member to sign up for Kindle Unlimited.
To learn more about these services, go to:
Kindle Unlimited: https://www.amazon.co.uk/help/kindleunlimited

Kindle Owners' Lending Library: https://www.amazon.co.uk/help/kindleownerslendinglibrary
Prime Reading: https://www.amazon.co.uk/help/primereading
PRIME READING/ FAMILY LIBRARY/ SHARING BOOKS/ HOUSEHOLD
Hello,
I understand that you would like to access Prime reading from the Kindle app for android.
I would like to inform you that Prime Reading is available to Amazon Prime members—paid Amazon Prime, paid
Prime Student, and 30-day Amazon Prime free trial— and allows Amazon Prime members to browse and borrow
titles from a selection of popular books, magazines, comics, and Kindle Singles.
I've checked your account and see that you are a invitee member for the UK Prime club annually subscription.
That's the reason you are unable to access the prime reading on Android phone.
In this case, the owner of the subscription who invited you can access and download the prime reading content and
share it with you so that you will be able to access the books. It can be done through by creating family library.
Family Library lets an adult link their Amazon account to that of another adult in their household so they can easily
share apps, games, Prime Video streaming and Kindle books across their compatible Amazon devices and apps.
Each adult chooses which apps, games and Kindle books they want to share – they can share all of their eligible
content or they can select the individual titles they want to share.
Once Family Library has been set up, any shared, compatible content will appear in the Cloud on their devices and
apps. Prime Video streaming can be accessed on compatible devices and apps. Child profiles can also be set up
with any content that the adults would like to share with their kids.
Below are the steps to create household and share books via family library.
1. Go to Create Your Household, https://www.amazon.co.uk/myh/manage, in Your Account and sign in.

2. Select ”Add an Adult” under ”Setup your Household now”.
3. Have the other adult verify their existing Amazon account information, or create a new account.
4. Once the second adult verifies or creates their account, select whether you agree to share your payment
methods, Amazon content and services, eligible Amazon Prime membership benefits, and management of any
child profiles. You'll also have the option to only share the management of any child profiles.
(In order to share Family Library and select Amazon Prime benefits, both adult account holders need to authorise
each other to use all payment cards associated with their Amazon.co.uk accounts for purchases on Amazon.co.uk.
This will not affect either of their current payment settings, but each adult will be able to copy the payment cards of
the other account to his or her Amazon account and use them for purchases with Amazon.co.uk. To share Prime
Video streaming, both adults must have a 1-Click billing address and payment method within the UK. If you don't,
you'll be asked to provide this during the sign up process.)
5. Click Create Household.
After you create your Household you'll be prompted to review your content sharing settings through Family Library.
If you don't wish to share any content at this time or in the future, uncheck all of the boxes next to the content types.
You can always go back and choose to share content at a later date.
You can access below link to check with the steps to create household and share the books.
BOOKS NOT DOWNLOAD book pending
Hello,
From you email, I understand that you are unable to get the ebook "Our House: one of the most talked-about
thrillers of 2018, with THAT OMG ending" purchased on your tablet.
was not downloaded to your Kindle library.
To make it right, I've manually sent the book to your device.
To get them on your Kindle device, we need to restart and sync tablet by performing below steps.

- Press and hold the Power button for two to three seconds until you see a message appear on the screen. This
will say "Do you want to shut down your Fire?"

In case if above steps didn't work then we need to de-register and re register the tablet and then go ahead with
sync steps shared above.
1. 1. Swipe down from the top of the screen to open Quick Settings and then tap Settings.
2. Tap My Account.
3. Tap De-Register
2. Again tap on register and login with your Amazon credentials.
For Items.
I'm positive after above steps, you would be able to get the ebook in your library.
In case you find any difficulty or issue still persist, please do write us back with the confirmation so that we can
help you further with the concern and also if needed we will escalate to our technical team for further insight and
get the book downloaded to your library at earliest.
You can also reach us via chat or freephone directly by clicking the Contact Us option at a time that best suits you
on any of our Kindle Support pages at:
When you visit our website and select Contact Us, click on the "Phone" tab, enter your number, and we will call
you right back. For chat, please click on the "Chat" tab on the Contact Us help page.
Hello,
I'm sorry to that you are unable to view book "say your sorry" on your Kindle device.
I've checked with your account and see that the purchase is completed, however due to some technical
issues it was not downloaded to your Kindle library.
To make it right, I've manually sent the book to your account.
To get them on your Kindle device, we need to restart and sync Kindle device by performing below
steps.
screen. Depending on your device, this may say "Do you want to shut down your Kindle?" or "Do you
want to shut down your Fire?"
- After the device has completely turned off, hold the Power button for two seconds to three seconds to
restart it.
In case if above steps didn't work then we need to de-register and re register the Kindle then go ahead
with sync steps shared above.
1. From the Home screen, press the Menu button, select Settings and select "Deregister".
3. Sync you kindle library by Swipe down from the top of the screen and then tap Settings and tap Sync
and Check For Items.
In case you find any difficulty or issue still persist, please do contact us via chat or phone so that we
will escalate to our technical team for further insight and get the book downloaded to your library at
earliest


Hello,
I'm sorry to know that you are experiencing issue to purchase books on Kindle device.
I've checked your account and see that the ebook orders that you placed were in declined pending state
as the payment card was not updated. Now the book order "Close to Home: The 'impossible to put
down' Richard & Judy Book Club thriller pick 2018 (DI Fawley)" was successfully placed and the
other order "The Couple Next Door: The unputdownable Richard & Judy bestseller" is still under
pending status.
I request you to once update 1 click settings by following below steps on your account as all the digital
orders go through 1 click settings.
To update your 1-Click information:
1. Go to Manage Your Content and Devices (https://www.amazon.co.uk/mycd)
2. Select the Preferences tab.
3. Under Digital Payment Settings, click Edit Payment Method to update or change your payment
method.
I've manually sent both the book to your library. Once you update 1 click settings, please perform
below steps.
To get books on your Kindle device, we need to restart and sync Kindle device by performing below
steps.

screen. This will say "Do you want to shut down your Kindle?"
restart it.
1. From the Home screen, press the Menu button, select Settings and select "Deregister".
I'm positive about steps would work and you will be able to download books to your library.
will escalate to our technical team for further insight and get the book downloaded to your library at
earliest
To setup a callback so that we can contact you via phone as per your convenience :

Payment card issue
Hello,
I'm sorry to know that you are experiencing issue with payment card on your account.
I've checked your account and see that there are declined orders on your account due to payment issues.
After we attempt to charge you for order, we'll send you an e-mail confirming the status of the charge
on the order. If the charge doesn't go through, we'll ask you to change the payment method,
As the digital orders go through 1 click settings, it is asking you to update 1 click payment method.
There can be many reasons why the payment card is declined. Please check through the following
questions to help determine why your card was declined:
* Are the card number and expiry date numbers entered correctly?
* Some credit and debit cards are case sensitive. Does the name you entered, exactly match the name as
it appears on the payment card?
* Do the billing address and phone number exactly match your bank's records?
* Have you exceeded your credit limit?
* Is your purchase outside of your normal spending range? Some banks will block transactions 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.
In case everything is correct and still it is declined, I request you to once remove and re add the card so
that any intermittent issue will be cleared or else add a new payment card.
You can also update the payment card by accessing below link:
https://www.amazon.co.uk/cpe/manageoneclick
Once the payment card is updated I request you to retry your ebook order:
1. Visit http://www.amazon.co.uk/youraccount
2. Click "Your Orders".
3. Locate your order under Orders Requiring Attention.
4. Click "View Order Details".
5. Select the option to Retry or Edit Credit Card.
6. Select the appropriate card and choose Continue.
Once done, we need to sync the Kindle so that ebook orders will be reflected on youe Kindle and you
will be able to see ebooks
1. Make sure your device is connected wirelessly and then open the book you’d like to sync.
2. Tap the top of the screen and then tap the Quick Actions icon (cog).
3. Tap Sync My Kindle
Regarding your concern, with the Kindle registered on which account, upon checking your account, I
see that the Kindle is registered to email ID: elizcad@aol.com. As you are unable to reset password,
I've sent a password reset link to the email ID: elizcad@aol.com . Please access it and follow the steps
in email to reset the password.
Once done you can use the same email ID and new password on Kindle device.
In this case, if you find any difficulty, I request you to contact us via free phone or chat so that we can
work together in real time on your account and get the card added successfully to your account and
then you can go ahead with the purchase of ebooks.


PRIME DAY
Hello,
I really appreciate your interest in kindle fire 8hd kids edition tablet.
Prime Day is Amazon’s second annual worldwide shopping event. I would have surely let you know if
there was any information of the products that are made available on available in Prime day. Prior to
Prime Day, we won't have more details about specific offers that will be running on that date.
You can a Prime Day detail page at www.amazon.co.uk/primeday to find out more about Prime Day .
During Prime Day, all deals and events will be displayed on the Prime Day page. On that day, you can
watch the upcoming deals you're interested in.
We appreciate your interest and feedback about Prime Day. It's important for us to know how you react
to all aspects of shopping at Amazon.co.uk, and I've passed your comments along to the appropriate
people in our company. We're always looking for opportunities to expand the benefits of Prime and
Prime Day is one of those opportunities.
If you have the Amazon App installed, you can also sign-up for push notifications to be notified 5
minutes before your watched deal starts.
Hope you will be happy with the deals that will be made available for you on Prime day. We always
want all our customers to be happy with the products, offers, service we offer.
I once again apologise as the information for the deal is not available at the moment.

ACCOUNT VERIFICATION
Hello,
I'm sorry to know that you were charged for Fire for Kids unlimited subscription.
I'm sorry for the misunderstanding with the subscription. I would like to inform you that the
subscription comes with one year free trial along with the Kids tablet.
I've checked your account and see that the tablet was activated on November 11, 2017 and was
registered to your other account with the email ID ***@hotmail.co.uk and I see that the subscription is
still active with that email ID and will end on November 11, 2018.
As the tablet was de-registered from that account and now it is registered to linzi0599@hotmail.co.uk
on which the plan is not free you are being charged for the subscription.
Be assured, once you will de-register the tablet and register it again with the previous account you will
be able to continue free subscription and also all the contents will be available too.
Also, if you wish I can cancel and issue a complete refund that you were charged for the "Fire for kids
monthly" subscription that you've activated on your account with email ID: linzi0599@hotmail.co.uk .
However, we need your confirmation before cancellation. Please write us back with the confirmation to
cancel the new subscription if non required.
Due to customers account security reasons we can't disclose the details of other account on which the
tablet was previously registered unless you contact us from that account or help us with the account
verification.
If you are unable to get the account details on which the tablet was previously registered, I request you
to contact us via chat or phone so that we can together verify the account details for authentication and
help you get the tablet registered to previous account.
To setup a call back as per your convenience :


ITEM LOST DURING DELIVERY

I'm Sam from Amazon customer service.
>
> I understand that you still have received the order #026-6090852-9968301 but Fire TV Stick with
Alexa Voice Remote | Streaming Media Player was missing from the package
>
> Please accept our sincere apologies for any inconvenience this may cause. We certainly don't want
our customers to experience this.
>
> We have fully investigated this matter with the carrier and can confirm that your parcel for order
#026-6090852-9968301 was delivered.
>
> As you are unable to locate the item, I've again contacted our internal team to further investigate the
whereabouts of your delivered shipment. Please accept my apologies for this delay. Although we try to
complete our research within 1 to 2 business days, sometimes it may take slightly longer.
>
> We take full responsibility if any item becomes lost during delivery and will be happy to replace it
free of charge or refund you if a replacement is unavailable.
>
> However, to help you in avoiding further hassle in waiting for your order, in this regard considering
you as our valuable customer.
>
> In this case, I'm not sure if sending a replacement would help you, I'd like to provide you with the
following two options :
>
> 1. We can send a replacement for the same item to be sent to you at no additional costs.
>
> 2. We can issue a full refund for the order.
>
> Please let us know the convenient option for you by directly replying to this email and we will assist
you further accordingly.
>
> I can understand that requesting you to write back again may add further to your inconvenience. This
is just to ensure that we can help you with this to your satisfaction.
>
> However, this does not mean your inconvenience and disappointment will go unnoticed. To ensure
utmost attention, I've forwarded your comments as feedback to the relevant department.
>
> Please be assured they'll investigate the issue further and take necessary actions to ensure that such
instances are not repeated in future.
>
> The feedback you've provided has been passed on to the relevant team and will be used in reviewing
the service provided by Carrier.
>
> As a representative of Amazon, I would like to assure you that your complaint has been forwarded
and your future order's will be delivered without any problems.
>
>
> I personally appreciate your patience and understanding in this regard. We look forward to seeing you
again soon.
Hello,
I understand that you're concerned with the order Fire HD 8 Tablet that you didn't received.
I've checked your account for the tracking details and it mentions that the order is delivered on 19 July
2018 05:13:57 PM.
I thank you for checking with household members, neighbours. and please accept our sincere apologies
for any inconvenience this caused.
We certainly don't want our customers to experience this.
We'll surely send the replacement order at your address as soon as possible. To help you with the
replacement order, I request you to contact us via chat or freephone so that we can confirm few
details(address, delivery time) which we don't recommend sharing via email due to customer account
security concern.
Once you contact us without taking any more time we'll at same moment create a free replacement
device and ship it to your address.
I can understand that requesting you to contact back again may add further to your inconvenience. This
is to ensure that we can help you with this to your satisfaction.
However, this does not mean your inconvenience and disappointment will go unnoticed. To ensure
Please be assured they'll investigate the issue further and take necessary actions to ensure that such
The feedback you've provided has been passed on to the relevant team and will be used in reviewing
services.
MUSIC UNLIMITED 4 month offer 0.99
I understand from your e-mail that you clicked on an offer for a Music
> Unlimited Subscription at the price of £0.99 for 4 months, and It seems
> that you have been charged £7.99 instead. I'm sorry to hear that you were
> charged for £7.99 and not £0.99 as stated in the offer; However, I would
> like to let you know that our main goal is to provide you with an
> exceptional customer service, and I'd be more than glad to assist you with
> your enquiry today.
>
> We do have an offer for an Amazon Music Unlimited Subscription for £0.99
> for 4 months and we've sent the information regarding this to all our
> Amazon customers. What happens is that not all of the accounts are eligible
> for this subscription since it has some requirements.
>
> Unfortunately, it seems that your Amazon Account doesn't qualify for this
> subscription. This is because the subscription is only for new Amazon Music
> Members who have never started a free trial for Amazon Music Unlimited or a
> paid Music subscription before. From checking your account, I was able to
> see that you've already had an Amazon Music Unlimited Free Trial before
> which was actually initiated on 14 October, 2017 and ended on 13 November
> 2017 and that's the reason why your account is not eligible for this
> promotion. I'm sorry for any inconvenience this might have caused.
>
> In case you'd like to read the requirements for the promotion, you can do
> so by clicking the link below:
>
> https://www.amazon.co.uk/gp/dmusic/promotions/AmazonMusicUnlimited
>
> Of course if you'd like to get the subscription cancelled and refunded, we
> will be more than glad to assist you with that. If that's the case, just
> reply to this email letting us know that and we'll cancel the subscription
> and provide you with the full refund of £7.99 as an exception.
>
> Should you have any further questions or comments, you can contact
> Customer Service by clicking on the "Contact Us" button on any of our
> Amazon Music Help pages:
>
> www.amazon.co.uk/amazonmusic/help
>
> Contacting us through the website allows you to verify security before a
> call is placed and ensures we have your account information ready when we
> call you.
>
> I hope this information helps! We look forward to seeing you again soon.
>
> We'd appreciate your feedback. Please use the links below to tell us about
> your experience today.
UNABLE TO DOWNLOAD BOOK ANDROID
Ebook android
android ebook
ebook pending android
android ebook pending
Hello Trevor,
I’m sorry to know you are experiencing issues to get the recently purchased
ebook to your Kindle library.
On checking your account, I see that the ebook "We Are Displaced" is purchased
successfully. However due to some technical issues it was not downloaded to your
library and showing in pending to deliver to your device.
To make it right, I've manually sent the ebooks to your account and device. I see
that there is Android device (Kindle reading app) registered on your account and
also a Kindle device is deregistered previously on your account.
As the android device is registered to account you will be able to get the ebook to
this device. As the ebooks are account specific and can be downloaded to any
device registered to ebook purchased account.
I request you to perform below troubleshooting steps on your android device to

get the ebook delivered to your device.
1. Please make sure you are connected to a Wifi network.
2. Deregister from Kindle application : so that any issue with the application
linking to your account will be cleared and will work fine
----. From the Kindle for Android application Home or On Device screen, tap
"Menu".
---. Tap "Settings".
---. Tap "Deregister this device" and select Deregister. Now tap on register option
there and login with your Amazon credentials and sync the library by tapping
More icon (three dots and lines) in the bottom bar and then tap Sync.
Check if you are able to download the books.
In case if you still didn't receive the ebook, please uninstall and re-install the
Kindle reading application on android device so that the latest application can be
automatically installed on your device and any glitch with the application will be
cleared.
To uninstall the Kindle for Android application from your Android phone:
1. From the Android Home screen, press the Menu button, then tap the "Settings"
icon to open the Settings menu.
2. Select "Applications", then "Manage applications."
3. Select "Kindle" to open the Application info menu.
4. Tap the "Uninstall" button.
5. Now access Google play store and download Kindle reading application.
When your installation is complete, simply launch the Kindle application to

register again and start accessing your Kindle library.
1. Enter your Amazon account information and tap "Register this Kindle."
2. sync the library by tapping More icon (three dots and lines) in the bottom bar
and then tap Sync.
I'm positive above steps would work and you'll be able to see both the ebooks in
your library.
In unlikely event if the issue still persists, please do write us back with
confirmation so that we can help you with refund for the ebook and if needed
escalate the issue to our technical team for further insight.
Also you can contact us via chat or free phone so that we can together work on
the issue in real time and get it resolved at same time for you.
To setup a call back via phone so that we can contact us back as per your
convenience:

I realise that at this point of time asking you to contact us again would be
disappointing, but in a situation like this, it is very important for us that we
provide you with accurate and expedient resolution and this is the best way to be
Hello,
I’m sorry to know you are experiencing issues to get the recently purchased
ebook "Step By Step Mixing:" to your Kindle library on Android device.
On checking your account, I see that the ebook purchased is purchased

successfully. However due to some technical issues it was not downloaded to your
device and showing in pending to deliver to your device.
Yes, you can use Kindle app on your phone to read Kindle version of ebooks from
Amazon.
To make it right, I've issued a complete refund of £3.79 to your original payment
method.
I request you to perform below troubleshooting steps on your android device and
then purchase the ebook so that it will be delivered correctly to your device.
1. Restart the phone.
2. Deregister from Kindle application : so that any issue with the application
linking to your account will be cleared and will work fine
----. From the Kindle for Android application Home or On Device screen, tap
"Menu".
---. Tap "Deregister this device" and select Deregister. Now tap on register option
there and login with your Amazon credentials.
Now purchase the ebook and open the Kindle app on phone and sync the library
by tapping More icon (three dots and lines) in the bottom bar and then tap Sync.
You can purchase the ebook using the link :

https://www.amazon.co.uk/dp/B01NC30DNW
I'm positive you'll be able to get the ebook available on your phone without any
issues.
In case if you still didn't receive the ebook, please uninstall and re-install the
Kindle reading application on android device so that the latest application can be
automatically installed on your device and any glitch with the application will be
cleared.
1. From the Android Home screen, press the Menu button, then tap the "Settings"
icon to open the Settings menu.
When your installation is complete, simply launch the Kindle application to

register again and start accessing your Kindle library.
and then tap Sync.
I'm positive above steps would work and you'll be able to see both the ebooks in
your library.
In unlikely event if the issue still persists, please do write us back with
confirmation so that we can help you further with it and if needed escalate the
issue to our technical team for further insight.
Hello James,
I'm sorry to know that you are experiencing issues to download the purchased
ebooks on your device with name "James android #1" registered on your account.
I really appreciate all your efforts to perform troubleshooting steps like uninstall
reinstall and deregister the application and check.
To help you with it, I've checked your account and see that all the account
settings are fine and also see that the recently purchased ebooks Ayurveda
Beginner's Guide, How to Be a Footballer is shown under pending status.
When you place an order with Amazon.co.uk, we want to ensure your payment
information is correct, to confirm that your card has a valid number. This is
communicated via a full authorisation for the amount of the purchase. The order
shows pending verification while we wait for authorisation. While the majority of
communications take a short time to process, occasionally a transaction may take
longer to be authorised.
As you referred you are receiving the error, it will be helpful if you could write us
back with what it mentions in the error or also you can send us screenshot of the
error so that we can help you with the exact reason of error and get it corrected
for you and also if needed escalate the issue to our dedicated technical team to
help us with it .
As the steps you performed are the steps we can isolate any issues with the
ebook not delivering to the device and it didn't work we need to have a clear
details on what exact error you are receiving to get to resolution in correct way.
Also please let us know if you are experiencing the issue on this device or also on
other devices registered on your account.
Meanwhile, please restart the tablet and perform sync steps so that all your
Kindle library will be updated will all purchased contents on your account. Also
I've sent the recently purchased ebooks manually to your device.
1. Open Kindle app

and then tap Sync.
You can contact us via live medium chat or free phone so that we can work
together in real time to avoid any misunderstanding in performing advance
troubleshooting steps on the tablet and also if required escalate the issue to our
dedicated Amazon development team so that they too can look into the issue and
get it resolved for us at earliest.
convenience:

If I relate it to myself I can completely understand how frustrating and annoying

the situation can be when something like this happens but believe us it was never
our intention. Please accept my sincere apologies for this.
We hope you can contact us soon so we can help solve this problem quickly. We
are always here to help you at any point of time you need us.

Hello,
I’m sorry to know you are experiencing issues in downloading books with the Kindle for Android app.
To remedy this issue, I request you uninstalling the app from your device and then reinstalling it from
the Google Play Store. It solves any intermittent issue with the application.
To uninstall the Kindle for Android application:
1. From the Android Home screen, press the Menu button, then tap "Settings".
To reinstall the app, please visit the Google Play Store from your Android device and search for
"Kindle" and install it. Once installed open the application and register it with your Amazon account
and try to purchase books.
To purchase books and begin reading on Kindle for Android, take the following steps:
1. Open Kindle for Android and tap the Shopping Basket icon in the top right corner.
2. Search for, or browse, to find the item you want.
3. Once you have found what you are looking for, you can purchase it by tapping "Buy Now with 1-
Click".
4. To return to the Kindle for Android and start reading the purchased item, tap the "Read It Now" link
on the Thank You page
If you're still experiencing an issue, you can reach us via chat or freephone directly by clicking the
Contact Us option at a time that best suits you on any of our Kindle Support pages at:
MANAGE SUBSCRIPTIONS
Hello,
I understand that you are concerned with the subscription on your account.
I've checked your account and see that as of now there are no subscriptions on your account. Also
Kindle unlimited free trial is not active on your account.
Also, anytime later if needed you can also access below link to check with active subscriptions and
manage subscriptions on your account.
To manage Kindle Unlimited subscription:
www.amazon.co.uk/kindleunlimited
To manage music unlimited subscription:
https://www.amazon.co.uk/gp/dmusic/player/settings
To manage Amazon Channels subscription:
(https://www.amazon.co.uk/gp/video/subscriptions/manage
To manage Amazon Drive subscription:
www.amazon.co.uk/clouddrive/manage
Charge decline
Prime video license error
Thank you for signing up for Amazon Prime Video.
Because we could not validate the default payment card you provided at sign-up, your membership has
been suspended and you are not able to use Amazon Prime Video. . Please update your default payment
card to continue your membership. Just follow the steps below:
1. Go to "Your Account" here: https://www.amazon.co.uk/gp/primecentral.

2. Log in using the Amazon.co.uk account that you used to sign up for Amazon Prime.
3. Click on the "Edit payment method" text under "Preferred Payment Method".
4. Update the expiration date or choose an alternate preferred payment method as needed.
A charge can be declined for a variety of reasons, some of which may not be related to the validity of
the default payment card. In many cases you simply need to update the expiration date. For more
information on why the charge may have been declined, please contact the bank that issued your card.
If you don't update your payment card in the next 7 days, your Amazon Prime Video membership will
be cancelled.
To continue to get unlimited One-Day Delivery, unlimited instant video streaming and more, please
click here to log in to your Prime account and update your payment information.
We hope that you are able to resolve this issue promptly.
Clear cache:
I'm sorry to know that you are experiencing downloading issues on both of your Fire tablets.
As the details you shared with me, I understand that you deleted lots of downloads on tablet and still
tablet is displaying error message.
As a remedy to the issue, we need to perform clear cache and clear data steps. Cache files are the
temporary files that are created by the OS of the tablets when using the application and are left behind
and no more useful for the tablet taking up space on your tablet and causing the issue.
Please perform below steps to get tablet to work with downloads:
4. Tap "Amazon video application" and select "clear cache" and "Clear Data".
You may also need to restart your device. Press and hold the power button for up to 40 seconds (until
the screen goes black) and then release. After the device has completely turned off, press the power
button again to restart it. Once your device is back on, try with the downloads.
I'm positive about steps would work and you will be able to make new downloads on tablets.
In case, if the issue still persists, I request you to write us back with the confirmation so that we can
help you further with it and resolve the issue at earliest.
You can also contact us via phone or chat so that we can together troubleshoot the issue in real time and
if needed escalate the issue to our dedicated technical team, so that they can narrow down the cause of
issue and help get the issue resolved.

UNABLE TO WATCH VIDEO
Hello,
I'm sorry to know that you are experiencing issue with movie "insidious" and load other movies.
I've checked your account and see that the movie was successfully rented and also all your account
settings are fine. As you are experiencing issues in loading other movies I request you to perform below
basic troubleshooting steps and check.
I see that you are using device "Ruta's Sony Android TV " to stream the movie.
Please perform below steps to isolate the issue and be able to stream movies fine.
1. De-register and re-register the device from your Amazon account and try once to play the movie. It
will clear any glitch with the movie application on Sony TV and also if any account glitch causing the
issue.
2. Note that Sony devices require 2 Mbps for Standard Definition (SD) and 5 Mbps for High Definition
(HD).
3. Please try to play the movie on any other Android/iOS device like phone by installing Amazon prime
video application from Google play store and play the video on it and check.
Also,when you rent a video, you can watch it during a rental period (typically 24-48 hours), which
begins when you start playback. You'll have 30 days to begin watching your rental after making your
purchase. In this case, I've refreshed your movie rent period from my end so that you will be able to
view the movie within 30 days and 24-48 hours once you start watching it.
If you still experience the issue, I request you to contact us back with the details on error message if
you get while playing or loading the movie and also if you are experiencing the issue with only rented
movies or purchased movies too so that we can narrow down the causes of issue and help you with it at
earliest.
You can also contact us via live chat or phone so that we can troubleshoot the issue with you in real
time and get it played on your device soon.

Hello,
I'm sorry to know that you are experiencing issues in purchasing videos on Fire 7 (7th Gen) Kids
Edition that you recently purchased.
I've checked your account and see that there are few updates available for your tablet. Software update
adds several new features and includes important bug fixes to improve performance on your device.
Periodically, Amazon apps and features will be automatically updated to improve functionality and
usability.
In this case, I request you to update the tablet and perform below troubleshooting steps to isolate any
intermittent issue with the tablet and get it work fine with video purchases.
2. The device needs at least 100MB or more of free storage space. If not available you can delete any
unused apps, books, videos or other content to allow enough storage space for the update . Any content
purchased from Amazon is stored in the Cloud for free and can be downloaded again.
Now to continue with the update, swipe down from the top of the screen and select Settings - Device -
System Update - Check Now. If necessary, the update will be downloaded and when complete, you will
be prompted to complete the installation. Your device will automatically restart to complete the update.
Once done we need to perform clear cache for the video application on tablet by following below steps:
Cache files are the temporary files that are created by the OS of the tablets when using the application
and are left behind and no more useful for the tablet taking up space on your tablet and causing the
issue.
4. Tap "Amazon video application" and select "clear cache" and "Clear Data".
button again to restart it. Once your device is back on, try with the video downloads.
I'm positive about steps would work and you will be able to make video downloads on tablets.
issue and help get the issue resolved by clicking the Contact Us option at a time that best suits you on
UNKNOWN PURCHASE / ORDER
Hello,
I've checked your account and see that the order # D01-7239229-5112602, D01-4865119-5378247,
D01-8014250-2917406 are for the free apps "Zombie Frontier 3, Dead Route, DEAD TRIGGER" that
are purchased from the Amazon appstore application on your Kindle Fire (5th Gen) tablet with name
"STEPHEN's 2nd Fire".
I would like to inform you that digital purchases get processed with the default 1- Click payment
method and it might be the reason that accidental purchase was done or might be someone from your
All the above three applications purchased on your account and installed on device are free of charge.
Photos
A padlock icon will appear at the top of the screen in the Status Bar indicating that parental controls are
enabled.
Should you require any further assistance, please feel free to contact us . We will be happy to help you.
First time shopping app install promotion
Hello,
I'm sorry for the misunderstanding with the promotion offer for installing the Amazon app first time. It
is a "Mobile App Prime Day Promotion" that you are referring to.
The promotion is from 3 July and will end on 31 July, 2018.
I've checked your account details and be assured as per the eligibility criteria you are eligible for the
promotion.
Promotion code will be provided to you by email after promotion has closed (31 July) but before 8
August.
I request you to please wait until 8 August to receive the code by email from our dedicated Amazon
promotions team.
Meanwhile all you need is to login into Amazon App for the first time during promotion period and
visit landing page whilst signed into your eligible Prime account in order to receive the promo code
before 8 August 2018
Once you get email with the code you can access the code and all the details will be shared to you in
same email.
Kids unlimited cancel
Hello Laura,
Thank you for contacting Amazon. I am Mukesh from Kindle Support Team.
We are sorry for any inconvenience or confusion we may have caused you. I take this opportunity to
assist you in this regard.
On checking your account and I can see that the charge for £7.99 relates to the "Fire for Kids Unlimited
subscription".
Please be informed that you've had a free year subscription from July 11, 2017 to July 11, 2018.
Once your free year subscription has been expired, your membership has been automatically upgraded
to the Paid monthly membership on December 25, 2016 in the amount of £7.99 for the following
children.
* Henry
* Alice
Please find the pricing (Account type - monthly price) of the Fire for Kids Unlimited subscription
below:
* Single Profile - £3.99

* Single Profile (Prime) - £1.99
* Family - £7.99
* Family (Prime) - £4.99
For your information, Fire for Kids Unlimited is a monthly content subscription service that offers a
variety of children's books, videos, and apps for children ages 3-8 years old within for Kids. When
customers sign up for Fire for Kids Unlimited, subscribed profiles receive thousands of hand-picked
age-appropriate books, games, educational apps, movies and TV shows from PBS, Nickelodeon, and
more. Parents don’t need to shop for or add the content to subscribed profiles – it appears automatically
on the profile, ready for their child to enjoy.
In this situation, we can cancel the subscription and issue full refund towards your payment card.
Hence, I request you to reply to this e-mail and confirm that we have your permission to do cancel and
process a full refund on your payment card. Once we receive your reply, we'll cancel the subscription
and issue refund.
We are delighted to have you as our customer and we are always here to assist you!
REFUND BOOK / KINDLE CONTENT CX END
Just so you know, you can request a refund for items purchased from the Kindle
Store within fourteen days of purchase without having to contact Customer
Service. Visit the Manage Your Content and Devices page
(www.amazon.co.uk/mycd), click the Actions tab for the title you’d like to return,
and select “Return for refund”.
ALEXA NOTIFICATION
Hello,
I'm sorry to know that you are receiving notification "'Alexa Accessories'" on your fire tablet.
From the details you shared it seems that the notification is stuck in the notification bar and not turning
off.
As a remedy to the issue, I request you to perform below troubleshooting steps and check.
1. Turn OFF notification and perform Clear data and cache:
issue.
Please perform below steps to clear cache data
4. Tap "Alexa application" and there uncheck the "show notification" option. Also select "clear cache"
and "Clear Data" and clear them.
I'm positive about steps would work and the notification will be erased.
In case, if the issue still persists, I request you to write us back with the screenshot of the notification so
that we can help you further with it and resolve the issue at earliest.
UNKNOWN CHARGES / AMAZON DIGITAL SERVICES
I'm sorry to know the unknown order on your account with ID: 866-321-8851
I've checked your account and unable to find the details with the ID that you shared with me. Also as
you referred it shows as Amazon digital downloads, the services included in digital services are ebooks
downloads, in-app purchases, subscriptions from Amazon.
On further checking your account , I see that there is "Kindle Unlimited Paid Membership" active on
your account charging £7.99/ month on your account.
The subscription was initiated as a free 30 day trial on 9 April 2018 which later was upgraded to paid
membership on 9 May 2018 charging you the monthly subscription fee of £7.99
I see that you are not using any benefits of the subscription and seems that you are unaware of the
subscription If you are referring to these charges and , I can go ahead and cancel the subscription for
you and issue a refund for the same. However, if I cancel the subscription then you will lose access to
subscription contents, for which we need your permission. We need your confirmation to cancel the
subscription if not needed.
I request you to write us back with the confirmation so that we can cancel the subscription and issue a
refund for the same.
If you are referring to some other charges, I'd request you to write us back with the below details so
that we can escalate it to our Charge Enquiries team and help you further with it

Ongoing issue
Known issue
Hello,
From the details you shared with me in email "Am unable to offer kindle book. Please advise" I'm
unable to determine if you are experience issues in purchasing ebook or unable to gift the ebook.
If you are referring to gift ebook, I'm sorry to inform you that as of now the option to gift ebook is not
available. However you can share the ebook you purchased on your account with other family members
by creating household.
You can check with the below link to create household:
-----------------------------------------------------------------------
If you are concerned with purchasing ebook and receiving error , I apologise for the inconvenience
caused. We've received update from our technical team that due to some server issues from Amazon
end, after opening the Bookstore tab and selecting a book from the store, you see error screen that
stops the book detail page from loading also there is issue with the website. That's the reason you are
unable to get it to work on any of Amazon registered devices.
Our technical team are aware of it and has already started working on it to resolve the issue at earliest. I
request you to please wait for 12 to 24 hours so that the technical issue will be cleared and you will be
able to get the book on your account.
We realise this incident reflects negatively upon Amazon.co.uk and realise that this is not what you
expected, but I hope you understand that this was never intentional from our end.
I'll assure you that we’ll continue working hard to ensure that you receive accurate services, and to
minimise the chances of anything like this occurring again.
For the meantime, I seek your patience and co-operation while we together work on this.
Should you require any further information or assistance, please get back to us and we're glad to assist
you.
Hello,
I've checked your previous correspondence with us on email and understand that you are experiencing issue with
purchase on Kindle store and receiving error.
I apologise for the inconvenience caused. We've received update from our technical team that due to some server
issues from Amazon end, after opening the Bookstore tab and selecting a book from the store, you see error
screen that stops the book detail page from loading also there is issue with the website. That's the reason you are
unable to get it to work on any of Amazon registered devices.
Our technical team are aware of it and has already started working on it to resolve the issue at earliest. I request
you to please wait for 12 to 24 hours so that the technical issue will be cleared and you will be able to get the book
on your account.
For your convenience, I’ve details of the Case ID: 0168671755
Also, to avoid such instances, I've especially forwarded your concern to our Amazon development team to take into
consideration as we make further developments.
Rest assured we’re always here to help you with the best of our abilities.
For the meantime, please extend your patience and co-operation while we work on this.
Should you require any further information or assistance, please get back to us and we're glad to assist you.
I seek your patience and support while we together work in this regards.
Hello,
I'm sorry to know that you are unable to download the purchased book 'The Tattooist of Auschwitz' on
your account.
I apologize for the inconvenience caused. As there is an on going technical issue with the accounts and
device registration you are unable to get the book on your account so that it can be downloaded.
Our technical team are aware of it and has already started working on it to resolve the issue at earliest. I
request you to please wait for 12 to 24 hours so that the technical issue will be cleared and you will be
able to get the book on your account.
For your convenience, I’ve details of the Case ID: 0154748335
Also, to avoid such instances, I've especially forwarded your concern to our Amazon development team
to take into consideration as we make further developments.
you.
Hello,
I'm sorry to know that you are experiencing issues with the game "candy crush soda".Please accept my
sincere apologies
In this case, I've checked with our internal team and they have responded that there is an ongoing issue
with the "candy crush soda".
application and our technical team is already working on it.
I request you to allow us 24 to 48 hours so that our technical team can get the issue sorted with the
application developer and get it to work on the tablet. For your reference the case ID is 0160424757
We realise this incident reflects negatively upon Amazon.co.uk. I can certainly realise that this is not
what you expected, but I hope you understand that this was never intentional from our end.
I'll assure you that we’ll continue working hard to ensure that you receive accurate services, and to
minimise the chances of anything like this occurring again.
Your patience and understanding is highly appreciated. We look forward to serve you better
ALEXA NOTIFICATION
Hello,
I'm sorry to know that you are receiving notification "'Alexa Accessories'" on your fire tablet.
From the details you shared it seems that the notification is stuck in the notification bar and not turning
off.
1. Turn OFF notification and perform Clear data and cache:
issue.
4. Tap "Alexa application" and there uncheck the "show notification" option. Also select "clear cache"
and "Clear Data" and clear them.
I'm positive about steps would work and the notification will be erased.
Account security
Hello,
I'm sorry to know that you are experiencing issue with getting 2 step verification code.
As 2 step verification code is delivered to your old number, we need to update your new number on
your account settings.
In this case, to change the contact details we need to confirm few details for authentication for privacy
and security , which we don't recommend sharing via email due to customer account security concern.
Hope you understand as part of our commitment to protect our customers and their details this is a
measure to keep your details safe.
I would request you to contact us via phone or chat so that we can verify the account details for you
and help with changing your contact number to +44 (0)746 795 6010 so that you can receive the
verification code on it.
Family library
I'm sorry to know that you're unable to download the books from family account
(megkirk@ymail.com).
To resolve this issue, I'd request you to check your sharing settings. The owner of the content should
log into Manage Your Content and Devices (http://www.amazon.co.uk/mycd), select Settings, and
hover over their profile under Household Sharing. Select Manage Content Sharing and make sure there
are checkmarks next to the content types you want to share. Choose Save. Note: account holder need to
share the content via their account, so that, you can access and download it.
If your household partner already share the content via her account then, I'd request you to uninstall
and reinstall the Kindle application and then try to access it.
If you are missing an individual title, make sure that the title you are trying to access has sharing
enabled. The owner of the content should log into Manage Your Content and Devices
(http://www.amazon.co.uk/mycd), select the Actions “…” button next to the title they want to share,
then choose Manage Family Library. If you see a button that says Add to Family Library, select it. If a
button says Remove from Family Library, household sharing is already enabled.
If the problem still persists then, I'd request you to contact us via live medium, so that, we can help you
resolve this issue instantly.
To contact us:
Should need any further assistance, please do write back to us without any hesitate, will be happy to
help you anytime.
MORE DETAILS
Hello,
I'm sorry, but I wasn't able to determine exactly what kind of help you need from your email/I'll need
more details to help you with your issue.
We'd still like to help you, In this case I suggest you to contact us via phone or chat.


You are truly one of our most loyal customers. It’s always been a pleasure to serve you.
FIRE TV REMOTE
Hello James,
I've checked our previous correspondence with you and see that you are concerned with the charges for
the remote batteries incurred to you due to faulty remote.
I understand the inconvenience this situation has caused. Please accept my apologies in this regard. On
this occasion, as you mentioned you spent almost £10.00 for it, I've added £10.00 promotional credit to
your account, for use towards your next Amazon.co.uk order.
fulfilled by Amazon.
Please note that this will only be visible when you place an order, it won't appear in the "Gift cards"
section of Your Account.
When paying for an order with promotional credit you will have to add the relevant item(s) to your
Shopping Basket and complete your order via checkout. If you use our 1-Click ordering method, any
promotional credit might not apply to your order.
When you place a qualifying order, you'll be able to see that the value of your promotional credit has
been deducted from the total cost. Any unused funds will be retained in your account to be used at a
later date.
you receive accurate service.
Hello,
This is Geetha from Amazon and I'll be happy to assist you today!
I'm sorry to hear that you are having trouble with Fire TV Stick remote controller.
That's definitely not what we want our customers to experience, I'm glad you contacted us. I really
don't want to see you in more trouble and would like to make things simpler for you. I appreciate the
efforts you took to troubleshoot the issue from your end.
To help you in this situation, I am happy to help you to purchase the new remote controller for free as
replacement.
Hence, I have added the value of new remote £19.99 promotional credit to your account. It won't
appear in the "View gift card balance" section of the "Your Account" link. The promotional credit will
automatically be redeemed against your next eligible order. No need to enter any code.
been deducted from the total cost.
For your convenience, I have also provided the link to purchase Fire TV remote controller:
http://www.amazon.co.uk/dp/B06ZZBD8VV
I hope this helps! It is our privilege to have you as our valued customer. You are certainly the type of
customer that we would like to retain.
We are looking forward to see you soon. Have a great day
At the end of the e-mail there'll be a quick survey where you can leave feedback on the service you’ve
received. We’d love to hear your valuable feedback.
Remote order / Remote replacement
Hello Angela,
I'm sorry to hear that you are having trouble with Fire TV Stick remote controller. That's definitely not
I appreciate the efforts you took to troubleshoot the issue from your end.
As the remote itself is faulty we need to get the remote replaced. So, I have added the value of new
remote £19.99 as promotional credit to your account.
I request you to please go ahead and place order for the remote by accessing below link:
https://www.amazon.co.uk/Voice-Remote-Amazon-Fire-Stick/dp/B06ZZBD8VV
been deducted from the total cost.
Also you can select the fastest shipping method available and write us back with the delivery charges if
occurs any once the order is placed and we'll help you with the refund of delivery charges too.
In this way, the remote will be delivered free of charge at earliest to your address without any delay.
Also, I completely understand and agree that the remote should last longer and should not get damaged
I've taken your feedback with the quality of the remote and forwarded it to our dedicated development
satisfaction.
Hello,
I'm sorry to know that you are experiencing issue with the Fire TV remote.
As a remedy to the issue, I request you to perform below steps and check once.
1. While the Fire TV stick is off, reset the Fire TV remote by pressing the Home button, Back button,
and the left side of the navigation ring at the same time. Hold all of these buttons for 25 seconds.
Note: This step will not factory reset the Fire TV device. It removes Fire TV settings from the remote.
2. Remove the batteries from the Fire TV remote and plug in the Fire TV device. Wait for the Home
screen to appear. Put the batteries back in the Fire TV remote and wait for one minute. Now check if it
works fine.
Meanwhile as an alternative you can your compatible phone or tablet to control your Fire TV Stick /
Amazon Fire TV with the Fire TV Remote App.
To download the app, visit:
Google Play : https://play.google.com/store/apps/details?id=com.amazon.storm.lightning.client.aosp

or open Google play store and search with application "Amazon Fire TV Remote App"
Amazon Appstore: http://www.amazon.co.uk/dp/B00ODIASKC

Apple Appstore: https://itunes.apple.com/us/app/apple-store/id947984433?mt=8
After you download the Fire TV Remote App:
1. Connect to the same Wi-Fi network as your Fire TV device.

2. Open the app, and select the Fire TV device that you want to pair to.
3. Enter the code displayed on your TV screen in the app.
Contacting us through the website allows you to verify that security before a call is placed. This
ensures that we have your account information ready when we call you.
Fire TV Stick: https://www.amazon.co.uk/firetvsticksupport
CHARGE DECLINE
We’ve attempted to process the payment for your D01-0599744-6283806, but it appears your bank has
declined the charge. Your bank won't inform us why they've declined a charge, they simply reject the
charge when we seek approval.
>
>The card assigned to this order is a MasterCard under the name Mr John Greenhow.
>
>Please check through the following questions to help determine why your card was declined:
>
>* Are the card number and expiry date numbers entered correctly?
>* Some credit and debit cards are case sensitive. Does the name you entered, exactly match the name
as it appears on the payment card?
>* Do the billing address and phone number exactly match your bank's records?
>* Have you exceeded your credit limit?
>* Is your purchase outside of your normal spending range? Some banks will block transactions 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.
>
>Before we re-try the payment for your order, please make any necessary changes to the card details in
"Your Account" (https://www.amazon.co.uk/youraccount). Under "Payment & GC", click on either
“Manage your Payment Methods” to edit an existing card or “Add a Payment Card”, to add a new
payment card. If the current payment method for your order # D01-0599744-6283806 isn’t updated, the
payment request may be declined by your card provider again, further delaying your order.
>
>To update or use a different card for this order, or for other troubleshooting tips, you can follow the
steps listed at this Help page - http://www.amazon.co.uk/gp/help/customer/display.html?
nodeId=201253760.
>
>If all your details are correct and you still receive another decline message, please contact your bank
to investigate. The number for your bank can usually be found on the back of your card.
>
>I hope this helps.
KNOWN ISSUE
I'm sorry to hear that you are facing issues registering Kindle device on your Amazon account.
In this case, I'd like to inform you that currently there is an ongoing issue going on and our internal
team has already started working to resolve the issues,
Also, to avoid such instances, I've especially forwarded your concern to our Amazon development team
to take into consideration as we make further developments.
you.
We look forward to serve you better.
Hello,
I'm sorry to know the trouble you're having while accessing music on your fire tablet.
I've checked and I'm afraid, we are currently experiencing a technical issue that is preventing many of
our customers accessing music.
We have many customers reporting this issue and our engineers are aware of this issue and are
diligently working to resolve it at the earliest.
Situations such as this are rare and our goal is to help resolve any problems you encounter as quickly as
possible. A little patience and support is all we require from your end while we get this fixed.
As soon as we have an update from the technical team, we'll update you via best medium.
Meanwhile, I request you to once restart your device and check if the issue gets resolved.
any trouble you have.
Thank you for your patience while we look into this.
BOOK CANCELLED / ORDER CANCELLED
Hello Barbara,
I understand that you are concerned with the ebook not delivered to your Kindle.
I've checked all our previous correspondence with you on call and I'm personally sorry for all the inconvenience
caused. This is not what Amazon want our customers to experience.
On checking your account, I found that the book you ordered was in pending state and then cancelled as there was
a issue to authorize your payment card that's the reason order didn't went through.
I completely agree that you are using same payment card for all the transactions and previous orders were
successfully placed. Hope you understand that it can be a technical error. We try to authorize the card for
payment, if any issues bank won't inform us why they've declined a charge, they simply reject the charge when we
seek approval and order gets cancelled.
Rest assured as the order was cancelled, amount of £0.99 was refunded back to your account. Refunds usually go
through within five to seven business days and you will see this amount credited on your next statement.
Also, as a goodwill gesture I've added additional £0.99 gift card to your Amazon account. When you place your next
order, on the payment section of our online order form, you should see that the Gift Card funds have been
automatically applied to your order.
I understand this gift card doesn't value much in front of your time and reading experience, but I would appreciate if
you would go ahead and purchase the same book with the credits added to your account.
I'm positive new purchase would succeed and you will be able to read the book at earliest.
I once again apologise for unpleasant experience with us. I hope you would treat it as a one time exception and
give us another change to help you with our services.
Hello,
I'm sorry to know that you are experiencing issues in reading the ebook "The Steps to Freedom in
Christ" on your iPad.
I've checked your account and see that the ebook is successfully purchased. However it was not
fulfilled correctly to your account and is showing in pending status.
To get it right, I've manually sent the ebook to your iPad device.
I request you to once logout and login Amazon account on Kindle reading application and sync the
library by following below steps
To deregister and re-regsiter:
1. Start the Kindle app.

2. Tap the More icon in the lower right-hand corner.
3. Tap "Settings."
4. Tap the name associated with your Amazon account under Registration
5. Tap "Deregister this Kindle"
6. Now again tap on register and login with your Amazon credentials.
Once done, we need to sync the library so that all the ebooks on your account will be sync with the
device and you will be able to get all ebooks.
Make sure your device is connected wirelessly.

Now open the Kindle reading application
From the Kindle reading app Home screen, tap Sync.
I'm positive you'll be able to see the ebook in your library and can read it.
In case, if you find any difficulty please do write us back so that we can further help you with it and
also if needed escalate the issue to our technical team to get it right for you at earliest.
You can also contact us via chat or freephone so that we can work together in real time and get the
issue resolved for you.
To setup a callback so that we can contact you via phone as per your convenience:
https://www.amazon.co.uk/clicktocall
https://www.amazon.co.uk/clicktochat
any troubles you have with orders, subscriptions, devices and on your account.

FIRE TABLET SYNC WITH FITNESS TRACKER
Fitbit
Hello,
I understand that you are concerned with the Fitness trackers that are compatible with the Fire 7(7 Gen)
I've checked my resources and see that the Fitbit Fitness trackers are compatible and can be sync with
the Fire 7 tablet.
To sync the tracker with the tablet you need to install the application from the Amazon appstore on
your tablet called "Fitbit" app by Fitbit.
Once installed open and run the application. Follow the onscreen instructions to get the Fitbit tracker
sync with the tablet.
The Fitbit Charge HR is extremely popular and is also supported by the tablet including other Fitbit
Fitness trackers.
To sync the trackers with the tablet we need a application developed by the device manufacturer so that
tablet and Fitness tracker can sync and communicate through the application.
As of now the Fitbit is the application available on Amazon appstore , that's the reason Fitbit Fitness
trackers are supported by tablet.
we constantly work with the different manufacturers to support us and try to being wide range of
devices to be supported by Amazon device so that our customers can take full advantage of our devices.
FIRE FOR KIDS UNLIMITED
Hello Emma,
I understand that you are concerned with the warranty and Fire for kids unlimited subscription
validity on the tablets that you recently purchased.
I really appreciate your interest in the Fire for Kids tablets and thank you for being Amazon's
family member.
Regarding the warranty details for the tablet, Fire for Kids tablets comes with 2 year warranty
and the warranty period starts from the order date that is Monday, 16 July 2018 for both the
tablets on your account.
I would like to inform you that the tablet comes with 1 year free of Fire for kids unlimited
subscription. The subscription starts from the date you register/setup the tablet and start using it
or can say you enter your Amazon account credentials and connect tablet with Wifi.
Rest assured, once you gift the tablet to your daughter on 25th December and turn ON the tablet
and register it with Amazon account you will be getting 12 months of subscription for free.
Hope you will be having a great experience with tablet.
BOOK NOT AVAILABLE
Hello,
From your email, I understand that you are concerned with the availability of the books "Shadow Of The Thylacine
and Lure Of The Thylacine" by Col Bailey.
I've checked my resources and see that unfortunately the books you are interested in is not currently available on
Amazon Kindle store.
Occasionally books are removed from the Kindle Store for various reasons. To get it right, I will pass on your
feedback in regard to this to the publisher. Your direct feedback to the publisher will also be helpful so that they are
aware that you are interested in reading this title.
Be assured, we will continue to work with publishers directly and ask that they make their content available on
Kindle.
I personally apologise for the inconvenience caused to unavailability of the book and that we weren’t able to meet
your expectations this time around. I hope that you will allow us another opportunity to serve you in the future.
Thank you being Amazon's valuable customer.
FACEBOOK
Hello Julie,
I'm sorry to know that you are experiencing issues accessing your Facebook account on your Fire
tablet.
I would like to inform you that there was a similar issue before, as facebook has changed their
security policy effective 16th April 2018 and have started expiring accounts that are not accessed
for 90 days. To be able to access facebook on your Fire tablet, you need to renew Amazon App
data access permission on the Facebook website.
I request you to follow below steps:
1. Log in to Facebook through a browser.

2. Go to Settings > Apps & Websites.
3. Under the Expired tab, find Amazon and select Edit > Renew Permissions.
If the issue still persists, I request you to perform clear data and cache for the Amazon appstore
and facebook application and restart the tablet once and login with the facebook account and
check.
Cache files are the temporary files that are created by the OS of the tablets when using the
application and are left behind and no more useful for the tablet taking up space on your tablet
and causing the issue.
For appstore:
For Facebook app:
4. Tap "Facebook" and there select "clear cache" and "Clear Data" and clear them.
Now restart the tablet and open the facebook application and try login with your Facebook
credentials.
I'm positive about steps would work and you would
In unlikely event, if the issue still persists, you can also contact us via phone or chat so that we
can together troubleshoot the issue in real time and if needed escalate the issue to our dedicated
technical team, so that they can narrow down the cause of issue and help get the issue resolved.
Hello,
I'm sorry to know that you are experiencing connectivity issue with the Facebook on Kindle device registered on
your account.
I would like to inform you that there was a similar issue before, as facebook has changed their security policy
effective 16th April 2018 and have started expiring accounts that are not accessed for 90 days. To be able to
access facebook on your Kindle, you need to renew Amazon data access permission on the Facebook website.
I request you to follow below steps:
1. Open the Facebook website and login to your Facebook account(from mobile browser or PC browser) and
remove Amazon by accessing Settings > Apps & websites > Logged in with Facebook > Under Expired tab, find
Amazon and remove it.
Now restart the Kindle and open the facebook and try login with your Facebook credentials.
Connect to Facebook again from Kindle :

Go to Settings > Social Networks > Manage.
In case if the issue still persists, I request you to update the Kindle, I see that update are available for you Kindle
device, software update adds several new features and includes important bug fixes to improve performance on
your device.
I request you to once update the Kindle. Please access below link to check with the step by step procedure to
update the Kindle:
I'm positive about steps would work and you would be able to access the Facebook.
In unlikely event, if the issue still persists, you can also contact us via phone or chat so that we can together
troubleshoot the issue in real time and if needed escalate the issue to our dedicated technical team, so that they
can narrow down the cause of issue and help get the issue resolved.
Facebook app email.html
Hello Peter,
I'm extremely sorry to know that facebook application is not working fine on tablet. This is not what we want our
From the details you shared with me it seems to be some glitch with the Facebook application after update.
Updates are released by the application developer to remove bugs or add new features to the application.
Also, it can be the cache data of application interfering in proper functioning of the application. Cache files are the
temporary files that are created by the OS of the tablets when using the application and are left behind and no more
useful for the tablet taking up space on your tablet and causing the issue.
As a remedy to the issue, I request you to perform below troubleshooting steps on tablet and check with the
application.
1. Clear cache :
1. Swipe down from the top of your Home screen, and tap "Settings".
2. Tap "Applications", then tap "Manage All Applications".
3. Tap on the drop-down menu at the top and make sure "All Applications" is selected.
4. Tap "Facebook" and tap on "Force stop"select "Clear Data" and "Clear cache" .
2. Clear data to Appstore:
Once done restart the tablet and check with the application. I'm positive it will be working perfectly fine without any
issues.
In unlikely event, if the issue still persist, I request you to write us with confirmation so that we can escalate the
issue to our higher technical support team so that they can look further into the issue and help us with the
resolution to get it work fine on tablet.
You can also contact us via phone or chat so that we can together troubleshoot the issue in real time.

PACKAGE COLLECTED / DELIVERED
Hello,
I understand that you are concerned with the order # 026-6960539-7157905.
I've checked your account and see that the tracking status shows that the parcel is collected on 19
July 2018 06:31:41 PM
Not to worry, in this case, I request you to once check with the collection store if they are able to
locate the package and handover the parcel to you.
If they are unable to help you with the parcel, please do write us back with the confirmation so
that we'll certainly go ahead and create a replacement free of charge for you at earliest.
You can also contact us via phone or chat so that we can help you with the replacement in real
time.
To setup a callback so that we can contact you via phone:
Waiting for you response. So that we can help you with the concern at earliest.
PRIME STUDENT
Hello,
I understand that you would like to subscribe for Amazon prime music subscription.
I've checked your account and our previous correspondence with you. As you've Student prime
membership activated on your account, you'll receive Amazon Prime delivery benefits, Prime
Video and Prime Music at no extra cost for six months and other benefits unique to Prime
Student.
You can access below link to check in details with all the benefits of the being a prime student
member.
https://www.amazon.co.uk/gp/help/customer/display.html/ref=hp_201292790_abamst?
nodeId=201292830
As you are eligible for Prime Music, you'll automatically get access to selected titles (over 2
million songs) from Amazon Music as part of Prime membership, at no additional cost.
Please be informed that, Amazon Music Unlimited and Prime Music share similar features, but
Both give you the option to add titles to My Music, the main difference is that Amazon Music
catalogue as long as you have an active subscription. To view available plans and subscription
pricing, go to: https://www.amazon.co.uk/unlimited
With Prime Music, eligible Prime members automatically get access to selected titles from
Amazon Music as part of their Prime membership, at no additional cost.
Also, I see that Amazon music unlimited subscription at GBP 9.99 is already active on your
account. As you are now prime student member you will be charged GBP 7.99 for the same plan.
You can continue the same plan at discount price of GBP 7.99 from now onwards.
You can access prime music on compatible devices like :

Echo devices
Amazon Music for Web (https://music.amazon.co.uk)
PC & Mac computers
iOS devices (with iOS 9.0 and above)
Android smartphones and tablets (v.4.4 and above)
Fire tablets
Amazon Fire TV
Fire TV Stick and others
Also you can access below link to check with the details and steps on how to access the prime
music on above devices. The link also shows detailed instructions and a video that will be easy for
you to follow.
KINDLE CHARGING ISSUE
Hello,
I'm sorry to know that you are experiencing charging issue with the Kindle Voyage (7th Gen) registered on your
account.
If a Kindle device is not charging, it can be caused by the power cable or the device itself.
1. To check with the issue, I request you to try charging the Kindle with alternate charger if you have, so that we can
confirm if the issue is with the charger or Kindle. Also you can try connecting the Kindle device with USB cable and
check if it is charging.
2. We can hard restart your device. Restarting can solve any glitch and other intermittent problems you're
experiencing with your device.
To restart your device, press and hold the Power button for 40 seconds. If the device restarts before 40 seconds
have passed, release the Power button.If the device doesn’t restart, release the Power button, and then press the
Power button again to turn on the device.
Once restarted, try charging the device and check with the results.
In case if the issue still persists, I request you to contact us via chat or freephone so that we can together perform
advance troubleshooting steps to find out the root cause of issue and help you get the Kindle back to work fine and
also if needed check with the replacement options
You can directly contact us via chat or freephone by clicking the Contact Us option at a time that best suits you on
SHOPPING APPLICATION PROMOTION
Hello,
I'm sorry for the misunderstanding with the promotion offer for installing the Amazon app first
time. It is a "Mobile App Prime Day Promotion" that you are referring to.
The promotion is from 3 July and will end on 31 July, 2018.
I've checked your account details and be assured as per the eligibility criteria you are eligible for
the promotion.
Promotion code will be provided to you by email after promotion has closed (31 July) but before
8 August.
I request you to please wait until 8 August to receive the code by email from our dedicated
Amazon promotions team.
Meanwhile all you need is to login into Amazon App for the first time during promotion period
and visit landing page whilst signed into your eligible Prime account in order to receive the
promo code before 8 August 2018
Once you get email with the code you can access the code and all the details will be shared to you
in same email.
PAYMENT card update
Hello,
I'm sorry, but from the details you shared with me in email ID, I'm unable to determine the exact issue you are
experiencing with the account.
I've sent password reset link to your email ID:betsybarrie@gmail.com. If you are experiencing any password
issue with the account, you can follow the instruction in the email ID to reset and create a new password for the
account.
Also on further checking your account, I see that there are ebook purchase orders that are been cancelled due to
payment card issues. If you are referring to this issue, I request you to perform below steps to update the payment
card.
1. Access https://www.amazon.co.uk/cpe/managepaymentmethods
2. Login with your Amazon account
3. Add the payment card details.
Now access https://www.amazon.co.uk/cpe/manageoneclick and update 1 click settings as all the digital
Then try to purchase ebooks and check.
You can also make changes to your account by accessing below link:
https://www.amazon.co.uk/gp/css/homepage.html/ref=nav_youraccount_btn
In case, if you still find any difficulty and need further assistance, I request you to elaborate the issue and write us
back so that we can help you with it at earliest.
Also you can contact us via chat or free phone so that we can together work on the issue in real time and get it
resolved at same time for you.

I can understand that requesting you to write back again may add further to your inconvenience. This is just to
ensure that we can help you with this to your satisfaction.
MUSIC UNLIMITED FRANCE
Hello Andew,
I'm sorry to know that you are experiencing issue to subscribe for Music unlimited subscription
in France.
I've checked your account details and see that you've updated France address and payment card
is added to your account and you've Amazon.fr prime membership too.
We would need to update the country of residence to France by following below steps:
1. Go to Your Amazon Music Settings in Your Account:

2. Scroll down to the "Your Country or region of Residence" section and select Transfer music
account to a different country or region.
3. Select a new country or region from the drop-down box, then click Continue.
4. Read the on-screen prompts, then click Next.
5. When you click Next, you're accepting the Amazon Music Global Terms of Use.
Once done I request you to access the below link to subscribe for Amazon music unlimited
subscription in France.
https://www.amazon.fr/gp/dmusic/promotions/AmazonMusicUnlimited
Once you access above link click, follow onscreen instructions to get subscribed to music
unlimited.
In case, if you find any difficulty, please do write us back with the confirmation so that we can
further help you with it.
To setup a call back via phone so that we can contact us back as per your convenience or chat
with us:
http://www.amazon.fr/contact-us
FAMILY LIBRARY SHARING
Hello,
I'm sorry to know that you are unable to access family library shared with you on your android device.
I've checked our previous correspondence with you and find that, my colleague shared the steps to
check with the share settings.
I've also checked with your account and see that all the settings are fine on your account and also on
the other account with which household is created.
In this case, I'm escalating the issue to our dedicated technical team so that they can dive deep and
check with the concern and accounts and find out the root cause of issue and you will be able to
download the shared books for reading.
I'll personally following-up this for you and will email you as soon I get update from our technical
team.
Meanwhile, as you are trying to access the family library from android Kindle reading application, I
request you to uninstall and reinstall the application so that if there is any glitch with the application
will be cleared and issue will be isolated.
Once you reinstall the application, login with you Amazon credentials and sync library by following
below step.
1. Open the Kindle reading app the More icon (three dots and lines) in the bottom bar and then tap
Sync. If you still don't receive your content:
2. Tap the Library icon from the Home screen and then tap All Items. To narrow your search, you can
select instead: Books, Docs or Newsstand.
3. Tap the item you wish to download.
Please let us know if the above steps worked for you.
I seek your patience and understanding while we get it resolved for you.
MUSIC UNLIMITED ECHO ISSUE>
Hello,
I'm sorry to know that you are experiencing issues to play music on Echo device.
I've checked your account settings and see that as the mp3 music settings were set to Australia and you
are using prime membership of UK that's the reason for the issue.
To get it right, I've made the necessary changes to your account from my end.
I request you to once restart the Echo device so that the changes will be reflected and you will be able
to play music on Echo device.
In case, if the issue still persist, we need to de-register and re-register the Echo device so that account
can be linked again with Echo with new settings into effect.
From Alexa application:
3. Scroll down and select "Deregister. Now register the Echo again.
You can also deregister your device from the Manage Your Content and Devices page:
(https://www.amazon.co.uk/mycd)
To do so, select the "Your Devices" tab to view all devices registered to your Amazon account. From
here, select the device you want to deregister, and then select "Deregister." Once de-registered re-
register the device and you will be able to play music on Echo device.
I once again personally apologize for the inconvenience caused due to the account issue.
I'm positive about steps would work.
If you require any further assistance, please write us back with the confirmation so that we can help
you further with it and resolve the issue at earliest.
To setup a callback so that we can contact you as per your convenience via phone:
Hello,
I'm sorry to know that you are experiencing battery issue with the phone.
I've checked our previous correspondence with you and see that all the troubleshooting steps are
performed to clear the issue with the phone. Also the battery of the phone can't be replaced.
I have checked your account and see that the phone is de-registered on your account with email
ID:aleesha_idrees@hotmail.com and registered on other Amazon account with email ID"
***@hotmail.com
For security reasons, we can take action or send information to the e-mail address that is associated
with the device registered Amazon.co.uk account. This is the only way to be certain that the request is
coming from the account holder and that all personal information is protected. We're sorry for any
inconvenience this causes.
I suggest you to please contact us back from the account on which the phone is registered to help you
with it at earliest.
Also you can contact us via free phone or chat so that we can authenticate the details and help you with
the possible replacement options in real-time at same moment.
To setup a call back so that we can contact you as per your convenience via phone:
Warmest regards,
Yaser S
Amazon.co.uk
---- Original Message: ----
This is a Phone contact, please refer to annotations for details.
FIRE FOR KIDS UNLIMITED CANCEL
Hello,
I'm sorry to know about unknown charges of £3.99/month on your account. This is really not what we
To help you with it, I've checked your account and see that the charges are for the "Fire for Kids
unlimited"subscription on your account.
It was activated as a free 30 days trial on 8 August 2018. Later was upgraded to paid membership
charging £3.99/ month. Also a child profile " Indie " is liked to the subscription.
Just so you know, Fire for Kids Unlimited is a monthly content subscription service that offers a variety
of children's books, videos, and apps for children ages 3-8 years old within for Kids. When customers
sign up for Fire for Kids Unlimited, subscribed profiles receive thousands of hand-picked age-
appropriate books, games, educational apps, movies and TV shows from PBS, Nickelodeon, and more.
Parents don’t need to shop for or add the content to subscribed profiles – it appears automatically on
the profile, ready for their child to enjoy.
To cross check about the subscription activation, I've contacted our investigation team and they have
checked your account thoroughly, informed us that your account is secure and there has been no
fraudulent activity on your account. Might be accidentally someone from family activated the
subscription from the tablet registered on your account. As the subscription can only be activated from
the tablet itself.
As you are unaware of the subscription, I've cancelled the subscription and issued complete refund of
£11.97(£3.99 x 3 months) to your original payment card.
Refunds usually go through within five to seven business days and you will see this amount credited on
as crystal!
Hello,
I'm sorry to know that you are being charged for Fire for Kids subscription £3.99/month on your
account despite cancelling it. This is really not what we want our customers to experience.
To help you with it, I've checked your account and see that previous your request to cancel the
subscription was not processed and that's the reason the subscription continued.
To help you with it, I've cancelled the subscription and issued refund for the same £47.88(£ 3.99 x 12
months) to your original payment card.
as crystal!
Hello Christine,
I've checked your account and see that the subscription was activated as a free 30 days trial on 22
January 2018 and ended on 22 February 2018. Later was upgraded to paid membership charging £1.99/
month to your account.
As you are unaware of the subscription, I've cancelled the subscription and issued complete refund of
£11.94(£1.99 x 6 months) to your original payment card.
Just so you know, you too can cancel/manage your Fire for Kids Unlimited subscription at any time.
To cancel your subscription:

1. From your child's profile, swipe down from the top of the screen and tap Settings.
2. Enter your Lock Screen password, and then tap Submit.
3. Tap Manage Your Subscription under Fire for Kids Unlimited.
4. Tap Cancel Your Subscription.
5. Tap Unsubscribe to confirm your selection.
KINDLE WIFI ISSUE
Hello,
This email is regarding the Kindle issue you are experiencing to get it connected to Wifi.
I've gone through our previous correspondence with you to get detailed information about the issue and
I really appreciate all your support with us in troubleshooting the issue with the Kindle.
I can understand that the joy of reading the books on Kindle cannot be get on any other phone or PC.
In this case to get the issue resolved at earliest for you, I've escalated the issue with the Kindle to our
dedicated technical team so that they can dive deep into the issue and narrow down the root cause of
the issue with the Kindle and help with the best resolution to get it to work. Also , I've updated all
details of the device with them for quick reference.
I'm personally following up with the concern and will get back to you with the update I get from our
technical team to get kindle connected to Wifi.
Be assured all your books and audible will be safe even after the factory reset performed on the Kindle
as they will be stored on cloud to access from other devices.
I seek your patience and support in this regards and will get back to you at earliest with the resolution.

.
Ios ebook pending
ebook pending ios
ebook ios Kindle app
Hello Pauline,
I’m sorry to know you are experiencing issues in downloading books with the Kindle for iOS app.
On checking your account, I see that the ebooks purchased "Love to Hate You" and "My Mamma Mia Summer "
and "What Happened That Night" are purchased successfully. However were not correctly fulfilled to your device.
To remedy this issue, I request you to perform below troubleshooting steps on iOS device to solve any intermittent
issue with the application.
2. Deregister your device and uninstall the application:
1. On the Kindle app, tap More in the lower-right corner.

2. Tap "Settings."
3. Under Registration, tap "Deregister this Kindle."
To uninstall the application, press and hold your finger on the application icon until a black circle with an "X"
appears in the top left corner of the icon. Tap the black circle to uninstall the application.
Install the application and register again:

When your installation is complete, simply launch the Kindle application to register again and start accessing your
Kindle library.
2. Sync your app and check the Cloud tab to find your book.
In case if you still find any issue, please do write us back with confirmation so that we can help you further with it
and if needed escalate the issue to our technical team for further insight.

Hello,
I'm sorry to know that you are experiencing issues in reading ebooks on the iPad device
regsitered on your account.
From the details you shared with me, it seems to be intermittent issue with the Kindle reading
application on iPad.
I agree it can be a very disappointing experience if such issue happens while reading the books, as
we'll lose our flow and joy of reading books.
To get it right, I request you to once de-register and re-register from the Kindle application so
that any connection issue from the application to Amazon server will be cleared and will be
working fine.
To deregister by logging out:

3. Tap "Settings."
6. Again tap on register and login with your Amazon credential and check now it it works fine.
Also, if you experience same issue I request you to once uninstall and reinstall the Kindle reading
application on iPad and check by following below steps so that any glitch with the application can
be solved.
Before uninstalling the Kindle app from your iPad, we recommend deregistering from the device
first.

3. Tap "Settings."
with an "X" appears in the top left corner of the icon. Tap the black circle and this will uninstall
the application.
To reinstall the app:

When your installation is complete, simply launch the Kindle application and sync to get all the
ebooks sync with the account on iPad.
To manually sync your Kindle content on Kindle for iOS:
1. First, make sure your device is connected wirelessly.

2. From the Kindle reading app Home screen, tap Sync.
Now open the ebooks and check with the issue.
I'm positive it would work fine now.
If you find any difficulty please do write us back with the confirmation so that we can help you
further with it and also if needed escalate the issue to our technical team for further insight to
help us with it.
You can also contact us via chat or phone so that we can work together on it in real time and get
it to work for you at earliest.

This is to ensure that we can help you with this to your satisfaction.
Waiting for you response. We are always here to help you at any point of time you need us.

Hello,
From you email, I understand that you are unable to get the ebook "Street Soldier" purchased on your iPad.
was not downloaded to your Kindle library and showing in pending to deliver to your device.
To make it right, I've manually sent the book to your account and device.
I request you to perform below troubleshooting steps on your iOS device to get the ebook delivered to your device.
2. Deregister from Kindle application : so that any issue with the application linking to your account will be cleared
and will work fine
For iOS device:
1. From the Home screen of the Kindle reading app, tap the Settings icon (the gear in the lower right corner).
2. Under "Registration" tap "Update".
3. Tap "De-register this Kindle" and tap "OK".
4. Tap again on register and login with your Amazon credentials.

2. Tap "Settings."
4. Now re-register the Kindle application and login with your Amazon credentials.
In case if you still didn't receive the ebook, please uninstall and re-install the Kindle reading application on iOS so
that the latest application can be automatically installed on your device
appears in the top left corner of the icon. Tap the black circle to uninstall the application.

When your installation is complete, simply launch the Kindle application to register again and start accessing your
Kindle library.
2. Sync your app and check the Cloud tab to get the ebook.
In unlikely event if the issue still persists, please do write us back with confirmation so that we can help you further
with it and if needed escalate the issue to our technical team for further insight.

Hello James,
I'm sorry to know that you are experiencing issues with getting your complete library on Kindle
app for iOS device.
To help you with it, I've checked your account and see that all the settings on your account are
fine.
Might be due to some intermittent issue with the application on device you are unable to access
complete library.
Let's perform below troubleshooting steps to isolate the issue and get the application work fine
for us.
1. Deregister and re-register :
So that any account linking issue between iOS and Kindle app will be cleared.

2. Tap "Settings."
4. Register the app again with your Amazon credentials
5. From the Kindle reading app Home screen, tap Sync. and check if you are able to see complete
library.
If it didn't work then we need to uninstall and reinstall the application so that any glitch with the
application will be cleared and will work fine.
with an "X" appears in the top left corner of the icon. Tap the black circle to uninstall the
application.

When your installation is complete, simply launch the Kindle application to register again and
start accessing your Kindle library.
I'm positive above steps would work and you'll be able to play music fine on device without any
issues.
If you find any difficulty, I request you to write us back with the confirmation so that we can help
you further with the issue and if needed get it escalated to our technical team so that they can
help us with it and get the issue resolved for you at earliest without any further delay.
Also you can contact us via free phone or chat so that we can work together on concern in real
time.

Ios ebook deleted
Hello,
I'm sorry to know that you are unable to get the ebook "Single Woman Seeks Revenge" and other ebooks on iOS
device.
To help you with it, I've checked your account and see that there are many ebooks purchased on your account.
I see that the ebook "Single Woman Seeks Revenge" was deleted from your account, that's the reason you were
unable to see it on iOS device.
In this case, I've manually sent the ebook to your account.
To get it right, I request you to once de-register and re-register from the Kindle application so that any connection
issue from the application to Amazon server will be cleared and will be working fine.

3. Tap "Settings."
6. Again tap on register and login with your Amazon credential

Also, if you experience same issue I request you to once uninstall and reinstall the Kindle reading application on
iPad and check by following below steps so that any glitch with the application can be solved.
appears in the top left corner of the icon. Tap the black circle and this will uninstall the application.

When your installation is complete, simply launch the Kindle application and sync to get all the ebooks sync with
the account on iOS

Now open the ebooks and check with the issue.
I'm positive it would work fine now.
I would like to inform you that all digital content (including books, music, videos and apps) that you've purchased
from Amazon is stored for free in the Amazon Cloud and can be re-downloaded at any time.

Click the checkbox next to the ebook name and then select the yellow coloured "Deliver" option and then select the
device name and it will be sent to your device and will be available to read.
If you find any difficulty please do write us back with the confirmation so that we can help you further with it and also
if needed escalate the issue to our technical team for further insight to help us with it.
You can also contact us via chat or phone so that we can work together on it in real time and get it to work for you
at earliest.

I can understand that requesting you to write back again may add further to your inconvenience. This is to ensure
that we can help you with this to your satisfaction.
Ebook archived ios
Hello,
This is Yaser from Amazon Technical Support Team,
I understand that you would like to get the ebook from the archived .
I would like to inform you that all the ebooks purchased on your account are available on your Amazon
cloud including the ebooks that are archived.
To view and access open the Kindle app on your iOS device tap "Cloud". You will be able to see the
ebook there. If you remove an item from the Home screen, it will automatically appear as available in
the Cloud tab.
You can view items downloaded to your device on the Device tab, and view items in your Kindle
Library on the Cloud tab.
Also can send content to your Kindle app from the Manage Your Content and Devices page.
1. Access http://www.amazon.co.uk/mycd
2. Login with your Amazon credentials
3. Checkmark the ebook you would like to send and click on "Deliver to device" highlighted in Yellow
on webpage above and select the iOS device
Once done you will be able to get the ebook available in your library.
In case if you've removed the ebook from the your account through the Manage Your Content and
Devices page will no longer appear in your Archived Items or Cloud. So, I request you to write us with
the exact name of the ebook so that we can restore it to your account and you can get the ebook to your
device.
as crystal!
ANDROID eBOOKS pending
ebooks android pending

Hello Laura,
From your email, I understand that you're unable to download books on Sony Android device via
Kindle reading application.
I've checked your account and see that the latest purchase of the book "The Woman in the Window" is
also pending. It seems to be some technical glitch with either application/ network causing the issue
that's the reason book is in pending status.
I've manually sent the book to your account.
1. Deregister and Re-register:
1. From the Kindle for Android application Home or On Device screen, tap "Menu".
2. Tap "Settings".
3. Tap "Deregister this device" and select Deregister. Now tap on register option there and login with
your Amazon credentials and sync the library by tapping More icon (three dots and lines) in the bottom
bar and then tap Sync.
Check if you are able to download the books. In case it didn't wor
2. Clear clear cache:
We need to clear cache of Kindle reading application. Cache files are temporary files which are no
longer needed created by android OS which can interfere in proper working of application.
1. Tap the Menu button on your device and select "Settings”.

2. Tap "Apps" and select kindle reading application.
3. Select "Storage" then tap the "Clear Cache and clear data" button.
4. Restart the phone once
5. Open the Kindle reading app then tap More icon (three dots and lines) in the bottom bar and then tap
Sync.
2. Uninstall and reinstall the application:
1. From the Android Home screen, press the Menu button, then tap the "Settings" icon to open the
Settings menu.
5. Now access Google play store and download Kindle reading application. Login with your Amazon
credentials and sync the library and check if you are able to download the books.
Hello,
I'm sorry to that you are experiencing difficulties to open the ebook "Trunk Music (Harry Bosch Book
5)"
I've checked with your account and see that the purchase is completed but is waiting to be delivered
wirelessly to your Kindle. To complete your download, verify that your device is sufficiently charged
and your wireless connection is enabled.
In this case, I've manually sent the ebook to Kindle Touch (4th Gen) with name "Mark's Kindle"
steps.

restart it.
In case if above steps didn't work then we need to de-register and re register the Kindle Fire then go
ahead with sync steps shared above.
2. Tap My Account.
3. Tap de-register.
You can view the status of any pending downloads to your Kindle through Manage Your Content and
Devices (www.amazon.co.uk/mycd)
If you still haven't received your content after performing above steps, I request you to contact us by
chat or free phone directly by clicking the Contact Us option at a time that best suits you on any of our
Kindle Support pages at:
Kindle unlimited ebook limit
Hello Sheila,
I'm sorry that you are unable to download books using Kindle Unlimited subscription.
Further to your email, I've checked your records and I can see that you've already borrowed 10 books
with Kindle unlimited. This is the reason you're unable to borrow new books with Kindle unlimited.
Please be informed that, Kindle Unlimited is a subscription that allows you unlimited access to over
700,000 books. You can read those books on all of your Kindle devices and Kindle reading apps. There
are never any due dates and you can keep up to 10 books at a time.
To learn more about Kindle Unlimited plans and pricing, go to:

https://www.amazon.co.uk/kindleunlimited
In this case, I request you to return any of your this Kindle content to borrow new Kindle content.
To return already borrowed Kindle contents:
1. Go to https://www.amazon.co.uk/mycd.
2. Filter for "Kindle Unlimited" and then "Books" with the "Show": drop-down filter.
3. Next to the item you want to return, select "Actions", and then select "Return Book".
You can also return an item directly from your Kindle or free Kindle reading app:
1. Open the Kindle Store.

2. Tap the Navigation Panel icon.
3. Select "Kindle Unlimited".
4. Select "My Kindle Unlimited Books", then "Return" for the book you would like to return.
Bookmarks, notes, and highlights will not be accessible after the book has been returned. However, if
you access the book in the future these annotations will be available.
*****
To borrow new Kindle content:
You can identify Kindle Unlimited books by looking for the Kindle Unlimited logo. On the detail page
of a Kindle Unlimited book select "Read for £0.00" and then select the device where you want your
Kindle Unlimited book sent. You must be signed in to your Amazon account with Kindle Unlimited to
see the "Read for £0.00" option.
You can also find Kindle Unlimited books on your Kindle or a free Kindle reading app:
1. Open the "Kindle Store".

2. Tap the Navigation Panel icon and select "Kindle Unlimited".
3. When you've made your selection, select "Read for £0.00".
If in case you are unable to return the Kindle books, I'd request you to write back to us with the books
you would like to return so that we could do it from our end.
You can also contact us using below links :


Alternatively you can call us at 0800 279 7245 or +44 203 356 6212 from outside the UK.
Please be assured that we are here to make things easier for you and we will do whatever we can do to
Kindle unlimited DECLINED
Hello Kirsty,
I'm sorry to know that you are unable to access Kindle unlimited books on your device.
I've checked your account and see that the Kindle unlimited subscription is deactivated on your
account. Subscription was previously active, but on 5 June 2018 it got deactivated as system was
unable to charge your payment card for the monthly membership.
After we attempt to charge you for subscription, we'll send you an e-mail confirming the status of the
charge on the order. If the charge doesn't go through, we'll ask you to change the payment method, later
it gets cancelled automatically.
It appears your bank has declined the charge. Your bank won't inform us why they've declined a charge,
they simply reject the charge when we seek approval.
Not to worry, your bookmarks, notes, and highlights will be saved to your Amazon account and will be
visible if you later purchase the book or reactivate your Kindle Unlimited subscription and re-download
it.
Please check through the following questions to help determine why your card was declined:
security concerns.
In case everything is correct and still it is declined, I request you to once remove and re add the card so
that any intermittent issue will be cleared.
To reactivate your Kindle Unlimited subscription, you can do so by visiting:
http://www.amazon.co.uk/kindleunlimited
LATE DELIVERY OF ORDER
Hello,
I'm sorry to know that you didn't receive the replacement device " Fire TV Stick with Voice Remote "
to your address.
I've checked your account and the tracking information from the carrier shows that the device is
delivered to your address on 20 July 2018 11:25:15 AM.
In this case, I request you to once check with household members, neighbours any safe place for the
parcel.
Please accept our sincere apologies for any inconvenience this caused and can completely understand
how annoying it is. I certainly don't want our customers to experience this.
To get it right, I've tried to create a new replacement for you, however system is not allowing me to
create a new replacement as the replacement was already filed and is marked as delivered by carrier.
In this case, I've issued a complete refund of £43.98 , price of the original device to your original
payment method. Refunds usually go through within five to seven business days and you will see this
I request you to please place a new order once and select the fastest delivery method so that you can get
the device soon at your doorstep.
Also, if any charges cause for the fast delivery, please let us know once you place the order and we'll
issue a refund for the delivery charges too. In this way you will be receiving new device free of charge
to your address.
services.
SCREEN ORIENTATION/ SCREEN MODE/ LANDSCAPE/ Portrait
Hello,
I understand that you would like to lock the Kindle in portrait mode.
I've checked your account and see that there are two devices registered on your account Kindle Oasis
(9th Gen) and Fire HDX 8.9 (3rd Gen).
Your device’s screen image can rotate to match the way you're holding your device.
To set your screen to Portrait mode, below are the steps for both the devices:
1. For Kindle Oasis (9th Gen):
1. Open your book.

2. Tap the Display Settings icon (Aa), and then tap the Page tab.
3. Under Orientation, tap the option for portrait mode.
2. For Fire HDX 8.9 (3rd Gen):
Your Fire screen automatically rotates when you tilt the device.
1. Hold the tablet in the position you want the screen to be locked, hold vertically for Portrait mode and
horizontally for landscape mode
2. Swipe down from the top of the screen to open Quick Settings.
3. Tap Auto-Rotate. A lock icon will appear to show you that auto-rotation is now locked.
In case, you find any difficulty please do write us back so that we can help you further with the concern
at earliest.
Also, you can reach us via chat or freephone directly by clicking the Contact Us option at a time that
Hello,
I understand that you would like to change the screen orientation of the Kindle paperwhite device.
Please perform below steps on your Kindle to adjust the screen orientation as per your needs.
1. Open ebook you wish to read.

2. Tap the top of the screen to display the reading toolbar.
3. Tap the Display Settings icon (Aa), and then tap the Page tab.
4. Under Orientation, tap the option for portrait mode or landscape mode.
In case, if you are referring to some other changes in orientation, I request you to write us back with
confirmation so that we can help you further with it.
Also, you can reach us via chat or freephone directly by clicking the Contact Us option at a time that

REPLACEMENT DEVICE FOUND
Hello Caroline,
I'm sorry to know that you are experiencing difficulties to register the tablet with serial number
G0W0MA078256F270 to your account.
I've checked your account for the issue and see that the device with serial number
G0W0MA078256F270 is a Fire 7 (7th Gen) that you placed as order on 16 July 2018.
As you didn't received the order on 18 July 2018 it was marked as lost in transit that's the reason you
are unable register the device with your account details.
Also, I see that a replacement was filed so that we can send a new Fire 7 (7th Gen) tablet to your
address on 24 July 2018 and will be delivered to your address by end of 25 July 2018.
In this case, to get it right, I've unmarked the device with serial number G0W0MA078256F270 and
registered it for you from my end. All you need is to restart the tablet once and use it as normal.
If you didn't received the replacement order yet and arrives to your address you can refuse it. Else if
you received it, I request you to return the device by following below instructions
instructions provided. It is a free return label for you.
https://www.amazon.co.uk/gp/orc/rml/DPPjlcP8RRMA
If clicking on the link doesn't work, please make sure you're signed into the account you used to place
the order. Once you're signed in, try clicking it again or copying and pasting it into your browser's
address window.
If you don't have a printer, you can forward your return label to a friend to request that they print it for
you. Click the link above to access your label.
Once your label is open, click on the "Don't have a Printer, Send to a Friend" button and follow the
instructions.
Alternatively, if you don't have access to a printer or any difficulty with the label, I'd request you to
return the device through any carrier service at your convenience and write us back and attach the
postage charge receipt image, so that we can refund the same to your account. Please enclose a note
with your return mailing label i.e.(DDbMd1PkRRMA ). Wrap the parcel securely and post it to us at
the below address. Our returns centre will need the return mailing label to process the return.
Amazon Way
Dunfermline
Fife
KY118ST
Please let us know the costs you incurred in returning the item, we’ll be glad to reimburse your return
delivery costs.
GAME CODE
Hello,
I'm sorry for the misunderstanding with the code for the "PlayStation Plus 15 Month Membership |
PSN Download Code ".
I would like to inform you that the code will be automatically added to your Sony playstation account.
Please perform below steps to get the code auto redeem:
1. Access https://www.playstation.com
2. Click on "Redeem from playstation.com" link found on the thank you page and sign in with your
playstation account.
3. Your content code will auto-populate. Just click "confirm" and your content will be added directly to
your PSN account.
For reference with the steps, you can access below link and check with the steps mentioned and
perform the steps:
https://www.amazon.co.uk/dp/B071ZJFMVH
Alternatively, you can also follow below steps to get the code:
1. Visit Your Games & Software Library: http://www.amazon.co.uk/YourGamesAndSoftware
2. Locate your game or software in the list.
3. Click the button to view your code if needed.
In case you find any difficulties, please do write us back with confirmation so that we can help you
with the code at earliest.
MUSIC UNLIMITED CANCEL/ SUBSCRIPTION CANCELLED / payment card free trial
Hello,
I'm sorry to know that the Music unlimited subscription free trial on your account was cancelled. This
is not what we want our customers to experience.
I've checked your account and see that the Music unlimited 30 day free trial was activated on your
account. However, as the system was unable to authorize the payment card the subscription got
automatically cancelled.
Payment card is not authorized to charge for free trial, it is authorized by system for the monthly
charges of subscription to continue the subscription after the free trial
When you subscribe to Amazon music unlimited, we contact your payment’s card issuing bank to
approve the payment method. Upon approval, the requested amount is reserved in your account. This is
known as an authorisation and it is GBP 1.00. The authorisation is only released as a charge when the
payment for the subscription is due. If the authorisation remains unused, the funds will be made
available to you by your bank according to their policies.
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
7. Some credit and debit cards are case sensitive, is your name entered in capital letters or without
punctuation such as full stops.
As the card was declined and unable to authorize the subscription got cancelled automatically.
In this case to get everything right and also get one month free subscription, I request you update the
payment card and activate the Music echo plan on your device for £3.99 and write us back once
activated and we'll without any delay issue you a complete refund of one month charges in this way
you will be receiving the subscription free for one month and also it will be activated on your device.
You can only subscribe to Amazon Music Unlimited Single Device Plan using Alexa by saying, "Sign
up for Amazon Music Unlimited Single Device Plan" on the Echo device on which you want to activate
the subscription". The subscription is only available on the device you used to sign up.
Before that, I request you update the payment card by following below steps
method.
I'm positive about steps would work and you will be able to listen to music again on Echo device.
I once again personally apologize for any inconvenience caused.
In case you find any difficulty, you can also contact us via chat or free phone so that we can work
together in real time and help you with the music subscription.

Contact ID
AAT9750R15GMV
BOOK COMPATIBILITY
Hello,
I'm sorry to know that you are unable to access the ebook "Eleanor Oliphant is Completely Fine" on
your Kindle Paperwhite (6th Gen) with name "Julie's Kindle" registered on your account.
I've checked with the details and compatibility of the ebook and see that the book is not compatible
with the Kindle, that's the reason you are receiving the message as ebook is not compatible. The
compatibility of the ebook depends on the OS version of the device, author, some ebooks contains
images that are not compatible with the device and other few reasons.
You too can access the below link and click on the option "Available on these device" near to the image
of the device to check with the compatible device with the ebook.
https://www.amazon.co.uk/dp/B01MAYG70K
As an alternative you can install the Kindle reading application on the iOS or Android device and login
with the Amazon credentials and read the book.
To get the Kindle for iPad, iPhone, and iPod touch free reading app:

When your installation is complete, simply launch the Kindle application to start accessing or building
your Kindle books library.
For Android application:
To install Kindle for Android through the Google Play Store, tap the "Play Store" icon and search for
Kindle. Tap on Kindle for Android to open the application’s detail page and follow the instructions to
install.
For browser:
Also you can Visit http://read.amazon.co.uk from your web browser and sign in with your
Amazon.co.uk credentials to read the same book , as the book is already purchased you can access it
from any compatible devices.
Amazon is working closely with major Kindle content publishers to make sure that more content titles
will soon be available for all Amazon devices and Kindle apps.
I'll take your concern as a feedback and forward it to our dedicated development team so that they can
work with the author of the book and make the ebook compatible with your device.
In case, if you wish I can go ahead and issue a refund for the book if not needed. I request you to please
write us back with the confirmation so that we can help you further with the concern at earliest.
We hope you can contact us soon with the confirmation ,so we can help solve this problem quickly.
FIRE TV HEATING
Hello,
I understand that your Fire TV stick is heating up while using.
I'm sorry to know about that and it is normal that it feels little warm but absolutely not normal that it
gets much hot.
As you referred it is getting very hot, it seems to be some hardware or software issue with the Fire TV
stick.
On checking your account, I see that the Fire TV stick registered on your account is under warranty and
we can get it replaced with new one free of charge for you under warranty and ship new device to your
address.
Also you can check the below steps to isolate the issue with the device:
1. Disconnect power by unplugging the unit and wait for device to feel cool.
2. Restarting your Fire TV can resolve many issues—just disconnect the power cord (from the back of
the device or from the power outlet) and then plug it back in.
You can also use your remote to restart your device. Press and hold the "Select" and "Play/Pause"
buttons at the same time, for about 5 seconds. You can also select "Settings > Device > Restart" from
the Fire TV menu.
3. Ensure the device is not in an enclosed space (e.g. a cabinet, closed shelving, entertainment system,
etc.) or a hot environment with limited air flow. If it is in an enclosed space please remove it.
4. We can reset the Fire TV stick so that if there is any software glitch on the device will be cleared and
will be working fine without getting heated.
A factory reset will remove any content you've downloaded to your device. You'll be able to download
your Amazon purchases from the Cloud after registering the device again.

You can also Factory Reset your device by pressing and holding the back button and right on the
navigation ring for a full 10 seconds. This will prompt you to cancel the reset, to wait for the reset to
happen automatically, or choose to go ahead and reset without waiting on the timer.
You can reach us via chat or freephone directly by clicking the Contact Us option by accessing below
link at a time that best suits you so that we can help you with the replacement. We need to confirm
more details(shipping address, device details) to process replacement, which we don't recommend
sharing via email due to customer account security concern.
PETER RABBIT
Hello Martina,
I understand that you are concerned with unknown order of video "Peter rabbit" purchased from your
fire TV device registered on your account.
I'm really sorry the misunderstanding and for the inconvenience caused.
I would like to inform you that Amazon marketing team launched a promotion that would allow our
customers who spent £10 on qualifying AmazonFresh items before 23:59 on 08/20/2018 to receive a
reward of £4.49, which could be applied to the the purchase/rental of title, 'Peter Rabbit'.
'Peter Rabbit' was being promoted on the Fire TV Feature Rotator with the option to buy/rent. It might
be you've accidentally ordered title "Peter Rabbit" on Fire TV by selecting the ad banner on the Fire TV
Home Screen. When Fire TV is in sleep mode, and select the center (select) button on the remote to
wake the Fire TV selected the ad, and then purchase the title.
I've checked our previous correspondence with you and see that my colleague has already refunded
£4.49 to your original payment card for the same.
As an alternative you can also wake Fire TV device by using the "Home" button instead of the "Select"
button to avoid accidental purchase.
Also you can setup parental controls on Fire TV stick to avoid accidental purchase by following below
steps:
With Fire TV parental controls, you can block purchases from Amazon and restrict access to selected
content.

I once again personally apologize for the inconvenience caused.
Be assured, that your account is safe and secured. Amazon takes all security-related matters very
seriously, and your account security is our top priority. We have polices and security measures in place
to ensure that your personal information remains secure.
Dash button.
Hello Chris,
I'm sorry you are unable to purchase type of Harrington’s dog food you use with the Harringtons Dash
Button.
Currently, you can only order a limited selection of products through Dash Button. Your Dash Button is
tied to a specific brand and eligible products within that brand.
Please access below link, you will find there are products added to the "Harringtons dash button" to
purchase them.
https://www.amazon.co.uk/dp/B074MMBSYY
We are currently working with many household brands to expand the products available for purchase
through Dash Button.
If you are unable to purchase the dog food available in the list, I request you to perform below steps
and check
To reset your Dash Button which can solve intermittent problems.
1. Open the Amazon app on your phone.

2. Tap the Menu (three horizontal lines) icon and then tap Your Account. Under "Dash Devices" select
Manage devices.
3. Tap Dash Button Settings and then select the product currently associated with your Dash Button.
4. Tap Deactivate This Dash Button. Your Dash Button is immediately deactivated from your Amazon
account.
5. Press the button after you deactivate it. A flashing white indicator light appears, followed by a red
indicator light.
To choose a product for your Dash Button:
1. Open the Amazon app on your phone.

2. Tap the "Menu" (three horizontal lines) icon, and then tap "Your Account."
3. Under the "Dash Devices" section, select "Manage devices."
4. Select the product tied to your Dash Button, and then tap "Choose a different item."
5. Select a product from the list.
To find eligible products to purchase with Dash Button, go to:
https://www.amazon.co.uk/dashbutton
If you wish and prefer, I can issue a refund for the dash button you purchased so that you can purchase
it at later time needed as per your convenience. After refund you do not need to return your Dash
Button.
Also, I request you to write us back with the details on the dog food you would like to purchase so that
we can forward it as a feedback to our dedicated Dash button team and they can get in contact with the
product manufacturer and get it added to dash button at earliest.
Be assured, customer's feedback are always taken care of at Amazon, as this is what our customers
need from us to help us improve our services.
Should you require any assistance, please feel free to write us back with confirmation. We will be
happy to help you.
DASH BUTTON MULTIPLE ORDER
Hello Gregg,
I apologize for the trouble you're facing in placing an order using Dash button.
I'd like to inform you that you can only place a single order using dash button and you're not allowed to
place an other order until the first order is delivered.
In simpler words, Dash Button responds only to your first press until your order is delivered.
By default, your Dash Button does not allow you to make another order until the current order arrives.
If you press the button before your current order arrives, the indicator light blinks red and the order isn't
placed.
However, you can allow multiple orders so that you don't need to wait for your order to arrive. To do
this, follow these steps:
1. In the Amazon app, open the menu and select Your Account. Under "Dash Devices" select Manage
devices > Dash Button Settings.
2. Select the product associated with the button that you want to manage.
3. Toggle the switch next to Allow Multiple Orders to turn it on. You can now place multiple orders
with your Dash Button before the current order arrives.
Should you require any further assistance, please write back to us and we'll be glad to assist you.
Thanks for understanding this regards. We look forward to seeing you soon.
ANDROID de AUTHORIZATION FOR MUSIC
Hello,
I'm sorry to know that you're receiving error message "authorized to different account and cannot be
transferred for 40 days".
I would like to inform you that you are receiving the message because device used for Amazon Music
application must be authorized to your Amazon account, based on our license agreements with content
providers.
If the application was registered to another account and now you are trying to link it with some other
account, it comes up with message to wait for 40 days to de authorize it from previous account and
authorize with new account from your end.
To get it right, I've escalated the issue to our higher team and got it unlinked from the previous account
so that you can now go ahead and register it with new details without waiting for 40 days.
I request you to once restart the phone and try to login with the Amazon credentials to get it authorized.
I'm positive it would work fine for you now.
You can also check with the below link to get the details on the device authorization.
FLASH CARD
Hello,
I understand that you would like to create flash cards for the books on the Kindle.
Currently the Flashcard feature is only available on Textbooks on Kindle for iOS.
Open the Kindle application on iOS device. While reading, tap the centre of the screen, tap the
Flashcard icon (cards icon on the tool bar at the bottom) and select the plus icon on the upper left
corner to create a new Flashcards deck.
You can create a New Deck or a New Deck from Notebook.
To delete a Flashcard:
Select a Flashcards deck, tap the Flashcard you wish to delete and tap Edit. Select Delete Card and
choose Delete when prompted.
You can access below link to check with the details on steps to create and use flashcards:
EBOOK PRICE CHANGE
Hello,
I understand that you are concerned with the price change for the ebook "Shadow's Bane (Dorina Basarab)" that
you ordered on 24 November 2017.
I apologize for the issue with the price change for the ebook you ordered. Publishers change the list prices of titles
regularly that's the reason you were charged £4.14 instead of £3.57
If I apply refund for the order, ebook will be automatically cancelled by the system and you will lose access to the
ebook.
In this case, to get it right, as an exception I've added a £2.00 promotional credits to your account.
Promotional credit must be redeemed at our website, towards the purchase of products sold and fulfilled by
Amazon.
When you place a qualifying order, you'll be able to see that the value of your promotional credit has been deducted
from the total cost. Any unused funds will be retained in your account to be used at a later date.
Rest assured, we are here to take care of issues you encounter and we always endeavour to provide the best
service to our valued customers and aim to ensure that the issue is resolved to the fullest satisfaction.
EXCEPTION FREE FIRE TV STICK
Hello Carlo,
I'm sorry to know that your Fire TV stick is not working. This is not what we want our customers to
experience with our devices and services.
I'v checked all our previous correspondence with you and see that you were offered 15% discount for
purchase of new Fire TV stick.
I completely understand and agree that the Fire TV stick device should last longer and should not get
damaged so easily.
This doesn't mean that, you concern will be neglected.
To help you with the Fire TV stick, I've added a note to our conversation stating that you should be
given a free Fire TV stick delivered to your address without any more delay so that our live chat or
phone support team can check the notations and help you with new Fire TV stick shipped to your
address free of charge.
I too would have created a free replacement for you from my end, however we need to confirm few
details for security reasons like your address and device details to file a replacement and which we
I request you to please contact us via chat or free phone so that we can work with the replacement in
real time and ship you a new Fire TV stick without any delay.

Once you contact us our customer care representative will look with the notations I made and help you
with the replacement.
I once again personally apologize for all the inconvenience you had and hope you'll provide us another
change to help you.
This is a follow up regarding the Family library issue that you are experiencing on your device.
I'm sorry it took lot of time for our technical team to help us with the updates and resolution for the
issue.
As per the details updated from there end, I request you to perform below steps and confirm if it works.
Family Library sharing is turned off by default for the Kindle reading apps on Android devices
To enable Family Library:

Click the Your Devices tab.
Click the Actions [...] button next to the device where you want to share content.
Check the box that says Show [Adult's] content.
Please let me know if the steps worked and also if you are still finding any difficulties so that, I can
update our technical team too.
Prime switzerland
Hello,
I understand that you are unable to watch prime videos in Switzerland.
In order to stream Prime Videos, your Amazon.co.uk account must be associated with a UK billing
address, valid UK payment card and you must have a UK IP address.
As you will be moving to Switzerland, network IP address will be of Switzerland that will
automatically detected by system that's the reason you'll be unable to access prime videos.
As there is Amazon Prime UK subscription on your account, content from Amazon.co.uk can only be
purchased, streamed, and downloaded in United Kingdom.
If you are moving to Switzerland for long time you can cancel the prime membership of UK and
activate the prime video membership using below link to be able to access prime videos in Switzerland.
www.primevideo.com
Also, I see that your Prime membership will renew on 19 September 2018 .
To cancel previous activated prime membership:
http://www.amazon.co.uk/manageprime then click "Do not continue".
Setting your membership to "Do not continue" will ensure that you’re not charged for a new
membership when your benefits expire.
Else you can also access the link "www.primevideo.com" and activate the free 30 days trial on
primevideo.com and when you return back to UK can continue with your UK membership
More information is available in the Help pages on the Prime Video website at
Once you activate the subscription on primevideo.com, you'll be able to access all the benefits of prime
videos without any issues in Switzerland.
Regarding your concern with getting prime benefits on joining Amazon Germany, I request you to
please access below link to get in contact with the Amazon Germany support team so that they can help
you with exact benefits you will be receiving in Switzerland on subscribing to Amazon Germany. As
we work independently and the terms and policies changes as per region, it will be helpful to contact
them for correct and exact information on it.
You can access below link to get in touch with them:
https://www.amazon.de/contact-us
In case if you find any difficulty, I request you to write us back with the confirmation so that we can
help you further with it.
Also, you can contact us via chat or free phone so that we can work together on the concern in real time
and get the issue resolved at earliest for you without any delay.

www.primevideo.com/help
Depending on your Video region, the video content and features made available within Prime Video
will change due to license and geographical restriction.
You can subscribe to Amazon primevideo membership and cancel the prime membership of UK.
To subscribe to Primevideo, please access below link:
www.primevideo.com/signup
To cancel the existing prime membership in UK, please assist below link:
https://www.amazon.co.uk/manageprime
In case you visited Nigeria and will be returning to UK then no need to cancel the prime membership
and can subscribe to Primevideo free trial to watch prime video by accessing same link as shared
above.
PRIME VIDEO NOT AVAILABLE
Hello Sandra,
I understand that you are unable to watch prime videos in Ghana.
In order to stream Prime Videos, your Amazon.co.uk account must be associated with a UK billing address and
you must have a UK IP address. As you've relocated now to Ghana the network IP address is of Ghana that's the
reason you are unable to access prime videos.
In this case, prime customers located outside of the UK can still enjoy exclusive Prime Originals as well as popular
movies and TV at PrimeVideo.com.
More information is available in the Help pages on the Prime Video website at www.primevideo.com/help
Depending on your Video region, the video content and features made available within Prime Video will change
due to license and geographical restriction.
If you've permanently relocated to Ghana, you can subscribe to Amazon primevideo membership and cancel the
prime membership of UK.
In case you visited Ghana and will be returning to UK then no need to cancel the prime membership and can
subscribe to Primevideo free trial to watch prime video by accessing same link as shared above.
Hello,
I understand that you are unable to watch prime videos in Nigeria.
address, valid UK payment card and you must have a UK IP address.
On checking your account, I see that your billing address and network IP address is of Nigeria that's the
reason you are unable to access prime videos.
In this case, prime customers located outside of the UK can still enjoy exclusive Prime Originals as
well as popular movies and TV at PrimeVideo.com.
www.primevideo.com/help
Depending on your Video region, the video content and features made available within Prime Video
will change due to license and geographical restriction.
If you've permanently relocated to Nigeria, you can subscribe to Amazon primevideo membership and
cancel the prime membership of UK.
In case you visited Nigeria and will be returning to UK then no need to cancel the prime membership
and can subscribe to Primevideo free trial to watch prime video by accessing same link as shared
above.
Hello,
I'm extremely sorry for the inconvenience caused as the season 13 of the "Supernatural" is missing
from Amazon Prime catalogue. This is really not what we want our customers to experience.
When we make a series or specific video available to watch for our customers, as we are not the owners
of the Video, we do so by first entering into an agreement with the owners and publishers of video and
we have to follow their guidelines due to licensing agreement.
We're constantly working with our partners to improve our catalogue to make sure that Prime Video
members have access to the best selection of movies and TV shows possible.
To help you out, I've shared your feedback with our Amazon Videos development team. I know they'll
want to hear about your experience.
I have summarised and forwarded your comments expressing your desire to be able to stream the
season 13 of "Supernatural" using Prime to our Amazon Video Business Team. They will consider your
comments and try to have better agreements with the content owners and get the remaining episodes
added to the Prime Catalogue pretty soon.
satisfaction.
I'd request you to give us some time to get the update on it, customer interests and feedback is always
looked in depth here at Amazon.
If I relate it to myself I can completely understand how frustrating and annoying the situation can be
when something like this happens but believe us it was never our intention. Please accept my sincere
apologies for this.
MUSIC PLAYLIST
Just so you know, Playlists which are stored on your Kindle Fire can only contain music which is
downloaded to your device. Music which has not been downloaded to the device cannot be added to a
playlist created on device. You can, however, add songs you like from a Prime Playlist to one of your
own personal playlists. There is no limit to the variations of custom playlists you can create.
Hello,
I'm sorry to know that you're experiencing difficulties to create music playlist on the Fire HD 8 tablet.
As a remedy to the issue, I request you to perform below troubleshooting steps and check so that any
intermittent issue with the Music application on tablet will be cleared and you'll be able to create
playlist.
1. Clear cache and data for Music application:
issue.
--. Tap "Amazon music application" and select "Clear cache" and then "Clear Data" and clear them.
Once done restart the tablet and open the music application and try creating the playlist.
To create a playlist
-- Open Music application on tablet

-- Go to My Music in the Amazon Music menu.
-- Select the "+" or + Create New Playlist option.
-- Enter a name for your playlist and select Save.
I'm positive it would work and will be able to create playlist.
In case if you still find any difficulty, I request you to write us back with the confirmation so that we
can further help you with the concern.
Also you can contact us via free phone or chat , so that we can together work on the issue and get it
right and also if needed escalate the issue to our dedicated technical team to get the issue resolved at
earliest.
satisfaction.

ACCOUNT POSTCODE
Hello,
I'm sorry to know that you are experiencing difficulties with the email ID and password setup on your
Fire tablet.
I've checked your account settings and see some details were not updated on your account like your
address and others causing the issue.
In this case, I've made few changes to your account and also sent a password reset link to your email
ID: catherine.may@wildebeast.org.
I request you to once access the email and follow the link in it to update the password for the account
and then try with email ID and new password on tablet and check if it works.
In case if the issue still persists, I request you to contact us via chat or free phone so that we can work
together in real time and make necessary changes to your account and add details to your account and
also if needed escalate the issue to our dedicated internal accounts team and get it resolved for you.
Hello,
I'm sorry to know that you are experiencing issues to set up an account on Kindle device.
I've checked your account and see that the address and pincode are not updated on your account, that's
the reason you are unable to set up account on Kindle and is not accepting the post code.
Once we update the address and the post code, you'll be able to setup account on Kindle device.
I request you to please reply to this email with your complete address and post code so that we can
update the same on your account and resolve the issue for you at earliest.
You can also contact us via chat or free phone so that we can work together in real time and add details
and make necessary changes to your account to get it resolved for you.
APPSTORE GAME FEEDBACK
Amazon photos app
Hello,
I understand that you would like to know if there is any security feature like pass code to lock the
Amazon photos application.
I've checked my resources and sorry to inform you that as of now the feature to lock the photos
application is not available in it.
I completely agree with you and understand it would be a great feature from security point of view to
have that feature in application.
In this case, I've taken your concern as a feedback and sent it to our dedicated development team so that
they can look into it and would work to make the feature available at earliest.
Be assured, customer needs and feedback are always considered at Amazon as this is what our
customers expect from us.
Meanwhile, you can also install third party "app locker" applications from the Google play store so that
you can lock the photos app using it.
Once the feature will be available in Amazon photos app, you can use the inbuilt lock feature from the
application itself.
Once again, I really appreciate your idea to improve the application security.
Call back request
Hello,
I understand that photos that are stored on your Amazon drive are getting deleted and moved to trash
folder without your knowledge.
I'm extremely sorry for the inconvenience caused due to the issue. This is not really what we want our
customers to experience from our services.
It is really very serious issue you shared with me. It should never happen with your Amazon cloud
storage as Amazon always takes care of all our customers convenience and we always work to provide
you the best in any of Amazon services you are part of.
Alice, you being a prime member can store unlimited photos on cloud storage. Also if you end prime
membership then uploaded photos will count towards your Amazon Drive storage limit. If you are not
prime member and you exceed your Amazon Drive storage limit, you'll have at least 90 days to view
and download your photos, or to purchase an upgrade to one of the Amazon Drive unlimited plans or
free trials and we inform you via email that you should backup photos to avoid any loss of data. We
take your data security and safety very seriously.
I've checked all your account settings and see that all the prime membership and Amazon drive storage
subscription is all fine.
Alice, in this case we need to ask you few questions and gather information on the issue so that we can
escalate the issue urgently to our technical team so that they can check with your account and Amazon
servers and find out the root cause of issue to avoid it and also help get all the photos restored to your
account if any missing.
You can also contact us via chat or phone so that we can work together on it in real time.

situation like this, it is very important for us that we provide you with accurate resolution and in my
experience, this is the best way to be certain that your issue is resolved more appropriately.
I seek your patience and support while we together work on it.
Hello,
I understand that you are unable to play the games "Pyramid solitaire saga & words with friends 2" on
your Fire HD 10 (7th Gen) that is registered on your account.
I would like to inform you that Amazon appstore and Google playstore have different catalogue of
games available for the devices. Google appstore contains the games that are supported by Android
operating system and Amazon appstore contain games supported by Amazon devices.
I've checked my resources and see that the applications Pyramid solitaire saga & words with friends 2
are currently not available in the appstore, that's the reason you're unable to download and play them on
Fire tablet.
If there was any alterative, I would have surely helped you to get the games installed on tablet so that
you can enjoy the games without any further wait.
We always work and try to improve and add more and more applications to our Amazon appstore
catalogue so that our customers can get many different games to use on our devices.
Be assured, I've taken your concern as a feedback and forwarded the details you shared with me to our
dedicated development team so that they can look into it and make efforts to get the games added to our
appstore at earliest.
Thanks for your suggestion about the games and I personally appreciate your thoughts . Your
comments and suggestions will help us improve and offer better service to our customers.
Once again I’m sorry that we weren’t able to meet your expectations this time around. I hope that you
FIRE TV STICK VIDEO
Prime video Fire TV stick
Hello,
I'm sorry to know that you are experiencing issues to play videos on Fire TV stick registered on your account.
I've checked your account and see that there are updates available for the Fire TV stick. Software update adds
several new features and includes important bug fixes to improve performance on your device.Periodically, Amazon
apps and features will be automatically updated to improve functionality and usability.
In this case, I request you to update the Fire TV stick and perform below troubleshooting steps to isolate any
intermittent issue with the device and get it work fine with videos
Select Settings from the Fire TV menu.

Select Device and then select About.
Select Check for System Update. If an update is available, it will start downloading automatically.
After the download is complete, select Install System Update to install the update. Otherwise, it will automatically
install the next time the device is idle for 30 minutes or the next time you restarts the device.
Once done check if you are now able to play videos.
In case if you still find any difficulty, please perform below troubleshooting steps and check.
1. Clear the app data for Video. From the Home screen, select Settings > Applications > Manage All Installed
Applications > Video > Clear Data. When prompted to delete the app data, select Clear Data again.
2. De-register and re-register the Fire TV stick:

3. Select de-register and then again select on register and re-register the device with Amazon account
Once done restart your Fire TV stick and I'm positive you would be able to play the videos fine on Fire TV stick.
If you're still experiencing an issue, please do write us back with the confirmation so that we can help you further
with the concern and also if needed escalate the issue to our dedicated technical team.
any of our Support pages at:
FIRE TV VIDEO ISSUE

Hello,
I'm sorry to know that you are experiencing streaming issue with the documentary " FRED " and also
with film ‘Like Mike’ .
In this case, please try the following recommendations and troubleshooting steps to get video play fine
without any issues.
Firstly, I recommend you to try using the HDMI extender or adapter included with your Fire TV Stick.
This can optimize the physical location of your device and improve Wi-Fi connectivity as on checking
your account I see that there was some bandwidth drop within the Wi-Fi network. This usually happens
when there are intermittent issues within the network.
Further, we need to perform clear cache and clear data steps. Cache files are the temporary files that are
created by the OS of the Fire TV stick when using the video application and are left behind and no
more useful for the device and cause intermittent issue with the device.
1. Clear the app data for Video: From the Home screen, select Settings > Applications > Manage All
Installed Applications > Video > Clear Data. When prompted to delete the app data, select Clear Data
again.

3. Select de-register and then again select on register and re-register the device with Amazon account.
Once done restart your Fire TV stick and I'm positive you would be able to play the videos fine on Fire
TV stick.
If the problem still persists, I'd request you to try restarting your network hardware (such as a router) to
see if this resolves the problem.
- To restart your network hardware: Unplug your modem and router, wait for 30 seconds, and then plug
the modem in. After your modem turns on, plug in your router and wait for it to turn on. Wait until both
your router and modem have finished rebooting before attempting to connect to your Wi-Fi network
again. Now play the videos and check.
Not to worry, I've refreshed your movie rent period from my end so that you will be able to view the
movie within 30 days and 24-48 hours once you start watching from now.
I'm positive about steps would work and you will be able to watch the films without any isssues.
If you're still experiencing an issue, please do write us back with the confirmation so that we can help
you further with the concern and also if needed escalate the issue to our dedicated technical team.
suits you on any of our Support pages at:
Hello Elizabeth,
I'm sorry to know that you are experiencing issue with the "deadpool 2 " .
I've checked your account and see that the video was successfully rented on your Amazon FireTV Stick
(1st Gen) , however due to some technical issues it was not correctly fulfilled to your device and
account and is showing as pending.
It can be a intermittent issue with the account linking to device causing the issue.
To make it right, I've refunded complete £11.99 to your original payment method. Refunds usually go
statement.
I request you to perform below troubleshooting steps on Fire TV stick and check with the video once.
1. Clear the app data for Video.
Cache files are the temporary files that are created by the OS of the Fire TV stick when using the
application and are left behind and no more useful and causing the issue.
From the Home screen, select Settings > Applications > Manage All Installed Applications > Video >
Clear Data. When prompted to delete the app data, select Clear Data again.

3. Select de-register and then again select on register and re-register the device with Amazon account
Once done restart your Fire TV stick and rent the movie and check.
I'm positive you would be able to play the video fine on Fire TV stick without any issues.
If you're still experiencing an issue, please do write us back with the confirmation so that we can help
you further with the concern and also if needed escalate the issue to our dedicated technical team.
Ebooks pending
Hello,
I'm sorry to know that you are experiencing issues to get the ebooks purchased on your account.
I've checked your account and see that the ebooks purchases are completed, however due to some intermittent
issues it was not correctly delivered to your device.
To get it right, I've manually sent the ebook to your tablet.
On further checking your account, I see that there are updates available for your tablet. Software update adds
several new features and includes important bug fixes to improve performance on your device.
Periodically, Amazon apps and features will be automatically updated to improve functionality and usability.
To get the ebooks on your tablet, I request you to perform below troubleshooting steps:
1. Update tablet:
To update, swipe down from the top of the screen and select Settings - Device - System Update - Check Now. If
necessary, the update will be downloaded and when complete, you will be prompted to complete the installation.
Your device will automatically restart to complete the update.
Once done sync the tablet so that all the ebooks can be send to your tablet.
In case if above steps didn't work then we need to de-register and re register the tablet then go ahead with sync
steps shared above.
2. Tap My Account.
3. Tap de-register.
For Items.
I'm positive you'll be able to see the ebook in your library and can read it.
In case, if you find any difficulty please do write us back so that we can further help you with it and also if needed
escalate the issue to our technical team to get it right for you at earliest.
You can also contact us via chat or freephone so that we can work together in real time and get the issue resolved
for you.
To setup a callback so that we can contact you via phone as per your convenience:
Hello Ann,
I'm sorry to know that you are experiencing issues with the ebooks that you purchased on 26th July and
3rd August 2018
I've checked your account and see that there are 7 ebooks under order # D01-9215502-3330239 and 4
ebooks under order # D01-4241633-5771824.
Also, I see that the ebooks were successfully purchased. However it was not fulfilled correctly to your
device and is showing in pending status.
I appreciate your efforts to perform troubleshooting steps to resolve the issue.
To get it right, I've manually sent the ebooks to your Kindle Paperwhite (7th Gen) device with name
"Ann's kindle white".
steps.

restart it.
1. From Home, tap the Quick Actions menu (cog).

2. Tap Sync My Kindle.
3. Tap Deregister again to confirm
4. Now tap on register option and login with your Amazon credentials
5. Sync you kindle library from Home, tap the Quick Actions menu (cog) and Tap Sync My Kindle.
Now check if you are able to get all the ebooks in your library.
I'm positive above steps would work and the ebooks will be available to access in library.
In case, if you find any difficulty, please do write us back with the confirmation so that we can help you
further with it and if needed escalate the issue to our technical team to get it right.
Also you can reach us via chat or freephone so that we can work together in real time and help you
with advance troubleshooting steps and get it work for you.
You can contact us directly by clicking the Contact Us option at a time that best suits you on any of our
Kindle Support pages at:
Charger issue / charging issue
Hello,
I'm sorry to know that you are experiencing charging issues with the FireHD 7 (2nd Gen) tablet
As the tablet is charging slow it can be issue with the tablet or the charging cable itself.
To narrow down the cause of issue and isolate it, I request you to perform below troubleshooting steps:
1. Hard restart the tablet:
Hard restarting your Fire tablet may resolve any issues you're experiencing with it. To restart your
device, follow these steps:
1. Press and hold the Power button for a full 40 seconds. Your device will shut down while you hold the
Power button, which is normal.
Now check if tablet is charging fine.
2. Check if you are using original charging cable that came with the tablet as charging with the USB
cable and not using PowerFast Charger can slow down the speed of charging.
3. Please try using alternate charging cable and check if tablet charges correctly.
In case, if you still find any difficulty, I request you contact us via chat or free phone so that we can
together perform advance troubleshooting steps on tablet in real time and get it charge correctly.
Promotional credit / PC
Hello,
I understand that you are concerned with the promotional credits being not applied to your ebook order.
I've checked your account and see that there are two £1 promotional credits still available on your
account and also you ordered the ebook "Sudden Surrender (How I Met My Master Book 2)" for price
£2.28
I'm sorry for the misunderstanding with the promotional credits redeem conditions.
I would like to inform you that promotional credit must be redeemed at our website, towards the
purchase of products sold and fulfilled by Amazon but promotional credits are not applicable for the
purchase of ebooks, Gift Cards, items sold by third party Sellers including Warehouse Deals, delivery
costs, or against gift wrapping costs.
That's the reason you were charged £2.28 for ebook and promotional credit was not applied to it.
later date.
I once again personally apologize for the inconvenience caused and if you wish I can cancel the ebook
and issue a complete refund of £2.28 to your original payment card. We need your permission for it. I
request you to write us back with the confirmation. So that we can go ahead with the refund.
Screen brightness eanab
Hello,
I understand that you would like to manage the screen brightness for Kindle (8th Gen) with name "olive's 4th
Kindle" registered on your account.
I've checked my resources and sorry to inform you that the brightness of the screen on the Kindle can't be adjusted
as the feature is unavailable on it.
Your Kindle uses a high-resolution display technology called electronic paper. The display is reflective,which means
you can read it clearly even in bright sunlight, that's the reason the screen brightness is already set on the Kindle.
Electronic paper technology uses ink just like books and newspapers, but it displays the ink particles electronically.
In this case, I've also forwarded your comments as a feedback to our dedicated development team regarding
screen brightness adjusting feature so that they can look into it and come up with options to add feature to Kindle
device. Your comments and suggestions will help us improve and offer better service to our customers.
Hello,
I'm sorry to know that the screen brightness for Kindle (8th Gen) with name "David kindle" registered
on your account.
I've checked my resources and sorry to inform you that the brightness of the screen on the Kindle can't
be adjusted as the feature is unavailable on it. Kindle will auto-adjust to the light available in its
surroundings.
Your Kindle uses a high-resolution display technology called electronic paper. The display is
reflective,which means you can read it clearly even in bright sunlight, that's the reason the screen
brightness is already set on the Kindle. Electronic paper technology uses ink just like books and
newspapers, but it displays the ink particles electronically.
On checking your account, I see that the device is recently purchased and is under warranty and will
surely help you with the refund/ replacement/ purchase other device.
In this case request you to contact us through chat or free phone so that we can interact in the realtime
and check if there is some screen issue on the device you received that the screen of the device is with
very less brightness or it is normal level of the screen brightness and help you further with it as per
your convenience.
I realise that at this point of time asking you to contact us via phone or chat would be disappointing,
however, we really feel that the best and secured way to assist you with this concern is over the phone
or chat.
I hope you can contact us soon so we can help solve this problem quickly.
In this case, I've also forwarded your comments as a feedback to our dedicated development team
regarding screen brightness adjusting feature so that they can look into it and come up with options to
add feature to Kindle device. Your comments and suggestions will help us improve and offer better
service to our customers.
Change kindle / tablet email ID
Hello,
I understand that you would like to register the Kindle Paperwhite (6th Gen) to other email ID.
I request you to perform below steps to get the Kindle registered to other account.
At first access the below link:
http://www.amazon.co.uk/gp/css/account/info/view.html
Click on the edit option in the "Email" field and update the new email ID that you would like to use on the Kindle
device
Now perform below steps on Kindle:

2. Tap My Account.
3. Select De-register and follow the on screen instructions to get it de-registered.
4. Once de-registered, tap on the register option there and login with the required Amazon credentials to get it
registered to new email ID.
In this way you can get the Kindle registered to email ID that you would like to register.
I'm sorry as the new email ID: helen.harris74@gvmail.com is not yet registered with Amazon database, I'm
unable to send the above information to your new email ID as the system allows us to send the details/email to the
account which are registered to Amazon.
Safe mode
Hello,
I'm sorry to know that the tablet is stuck in Safe mode and you are unable to access application on
tablet.
I would like to inform you that the Safe Mode is a built in feature for performing advance
troubleshooting on tablet . Safe Mode allows you to troubleshoot your device if you’re experiencing
crashes, freezes, or battery life issues. This mode disables any third-party apps from use, and allows
you to uninstall any apps that may be causing any of the above issues. That's the reason you are unable
to access the applications.
To turn off Safe Mode, please perform below steps:
1. Restart Kindle Fire HD: Press and hold the power button for two seconds, and then tap Shut Down.
2. Press the power button again once the device turns off.
"Safe Mode" should no longer be present on the screen.
Safe mode gets activated if when Kindle Fire HD is booting up, volume “down” button is pressed.
I'm positive with above steps tablet will come out of safe mode and you will be able to use it normally
with all applications back to work.
In case, you find any difficulty, you can also contact us via chat or free phone so that we can work
together in real time and get tablet out of safe mode.
Kindle application language
understand your query regarding the language on your Kindle app.

>
> In this case, I'd like to inform you that as you are resident of France, your app language will be
depended on the language settings on your device.
>
> To change language on Kindle app for iOS, chooses the language based on the language settings of
the Device. To change the language on iOS:
>
> 1. On the Home screen, locate and tap the icon that features the image of a gear
> 2. Tap General
> 3. Tap International
> 4. Tap Language settings
> 5. Pick your language from the list, and then tap the bright blue icon in the upper right
> 6. After a few seconds, your iPhone, iPad, or iPod touch should return to the Home screen and
display the language you selected.
>
> Should you require any further assistance. Please writer back to us, We'd be glad to assist you.
>
> We look forward to see you soon.
Ebook pending
Hello,
This is Yaser from Amazon Technical support team.
I've checked your previous correspondence with us and see that you were concerned with the retail order and also
ebook order placed on your account.
I hope our dedicated retail support team were able to help you with the order.
Regarding issue with the two ebooks you placed, I've checked your account and see that the digital order of ebooks
"He Said/She Said:", "Thirteen: The serial killer isn't on trial" are in declined pending status.
Ebook order is not cancelled and is on hold waiting for payment card.
I completely agree that this can be very frustrating as there can be books you need urgent to read. As there was
problem with the payment information you provided ebook order didn't go through.
Also as the digital orders go through 1 click settings on your account we need to update the details of new payment
card on your account 1 click settings, so that the ebooks order will be completed as soon as you update the
payment method and will be available in your Kindle device to read.
To help you with it, I've updated the account details for you and also manually sent the ebook to your Amazon
account and device.
I request you to perform steps to get the update made on account reflected on your device and get the ebook
delivered to your Kindle.

- Press and hold the Power button for two to three seconds until you see a message appear on the screen. This will
say "Do you want to shut down your Kindle?"

In case if above steps didn't work then we need to de-register and re register the Kindle then go ahead with sync
steps shared above.
In case you find any difficulty or issue still persists, please do contact us via chat or phone so that we can work
together and get the card issued solved in real time.

I personally apologize for the inconvenience caused to you.
Hello Janine,
From you email, I understand that you are unable to get the ebook "Empire of Storms (Throne of Glass
Book 5)" purchased on your tablet.
I've checked with your account and see that the purchase is successfully completed but pending for
delivery to your device.
Due to some intermittent issues it is not reflecting in your Kindle library on your device.
Also I see that there are two tablet registered on your device Fire 7 (7th Gen) and FireHD 7 (2nd Gen) -
K9 HD
To help you with it, I've sent the ebook manually to your account and devices.
I request you to perform steps to clear any glitch on your device and get the ebook delivered to your
tablet
For Fire 7 (7th Gen):

screen. This will say "Do you want to shut down your tablet?"
restart it.
2. Tap Sync Device
2. Tap My Account.
3. Tap de-register.
5. Sync you kindle library by Swipe down from the top of the screen and then tap Settings and Tap
Sync Device
--------------------------------------------------------------------------------------------------------------------
For FireHD 7 (2nd Gen) - K9 HD
1. Restart your device

2. To Sync :
1. Swipe down from the top of the screen to open Quick Settings.
2. Tap Sync
Now check if you see ebook in library . In case if above steps didn't work then de-register and re-
register
1.Swipe down from the top of the screen to open Quick Settings and then tap More.
2. Tap My Account.
3. Tap De-register and then again register your Amazon credentials and sync the tablet
I'm positive above steps would work and the ebooks will be available to access in library
In unlikely event, if you experience same issue, I request you to write us back with confirmation so that
we can escalate the issue to our technical team for further insight and help us with the issue.
Also you can contact us via chat or free phone so that we can together work on the issue in real time
and get it resolved at same time for you.

I realise that asking you to contact us again would be disappointing, but in a situation like this, it is very
important for us that we provide you with accurate and expedient resolution and this is the best way to
be certain that your issue can be resolved more appropriately.
Hello,
I'm sorry to know that you are experiencing issues in purchasing ebooks on Amazon account.
I've checked your account details and see that there are many ebooks you tried to purchase on 4th
August 2018.
However status of all the ebook order is declined pending.
I completely agree that this can be very frustrating as there can be books you need urgent to read.It
appears there's a problem with the payment information you provided.

For more information on why the charge may have been declined, please contact the bank that issued
your card. As bank don't inform us the reason for the card decline due to security concerns, they only
share the details with account holder.
To successfully complete your order, you may need to update or change the payment method specified
in your 1-Click settings:
method.
You won't need to enter payment information again when making a content purchase.
After updating your payment method, you can retry to complete your order.
To retry your ebook order:

3. Tap Sync and Check For Items / Tap Sync Device.
In case you find any difficulty or issue still persists, please do contact us via chat or phone so that we
can work together and get the card issued solved in real time.

Hello,
I'm sorry to know that you are experiencing issue to add card details for purchase of ebook on your
account.
I've checked your account and see that the latest ebook ordered "The Tuscan Child" is under pending
process due to payment card issues.
I completely agree that this can be very inconvenient as there can be books you need urgent to read.It

In this case, to get it right and get the card added to your account, I request you to contact us via free
phone or chat so that we can work together in real time on your account and get the card added
successfully to your account and then you can go ahead with the purchase of ebooks.

Alternatively you can try with the below steps too to successfully complete your order, you may need
to update or change the payment method specified in your 1-Click settings:
method.
Once done, you can get all books in library select Sync & Check for Items from the Home screen
menu.
Rest assured, we are always here to help you at any point of time you need us.
Prime video ios download
Ios video / video ios purchase
Hello Suzanne,
I'm sorry to know you are finding difficulty to purchase TV series "Trauma" from your iPad mini from
prime video application.
I would like to inform you that, in order to comply with Apple policy, option to purchase and
download prime video is not included within the prime video application. This is the reason you are
unable to purchase the TV series.
Yes, you can view the trailer from the application on iOS and as an alternative use Safari browser on
iPad to buy and download videos.
Prime Videos can only be purchased from the Prime Video store (http://www.amazon.co.uk/av) using
your Safari web browser.
To rent or buy Prime Video and Featurette titles, or to subscribe to Prime Video Channels--just open the
following link directly on your device's web browser
http://www.amazon.co.uk/av
Any movies, featurettes or TV shows you purchase are automatically added to Your Video Library, and
available to watch from the Prime Video app. Once you're finished shopping, return to the Prime Video
app and tap the "Library" icon to access your videos and active rentals.
You can get more information by watching this help video:
I’m once again sorry for any inconvenience. At this time, the Prime Video app for iOS devices does not
support video, or featurette, or Prime Video Channels purchasing.
Also, I've forwarded your comments to the Prime Video team. Customer feedback like yours is very
important in helping us continue to improve our digital video service. They will look into the feedback
and soon come up with the way to make purchases available from application itself.
Watch now option iOS
Hello,
I'm sorry to know that you are experiencing issues to get "Watch now" option in Amazon prime video
app on iPad.
I would like to inform you that the watch now option is available in application for the account if there
is prime subscription active on your account so that the videos available under prime category can be
watched directly without purchasing.
On checking your account, I see that prime membership is not active on your account, that's the reason
you are unable to get the "Watch now".
Further, in order to comply with Apple policy, option to purchase and download prime video is not
included within the prime video application.
Yes, you can view the trailer from the application on iOS and as an alternative use Safari browser on
iPad to buy and download videos.
Prime Videos can only be purchased from the Prime Video store (http://www.amazon.co.uk/av) using
your Safari web browser.
To rent or buy Prime Video and Featurette titles, or to subscribe to Prime Video Channels--just open the
following link directly on your device's web browser
http://www.amazon.co.uk/av
Any movies, featurettes or TV shows you purchase are automatically added to Your Video Library, and
available to watch from the Prime Video app. Once you're finished shopping, return to the Prime Video
app and tap the "Library" icon to access your videos and active rentals.
You can get more information by watching this help video:
Magazine download
Hello,
I'm sorry to know that you are experiencing difficulties to get the latest update of subscription
"Amateur Photographer UK".
To help you with it, I've checked with the subscription details and my resources and see that the last
update released from the publisher end is on Tuesday, 18 September 2018.
I understand that there should be one more latest issue released from there end on 25th September
2018.
In this case, I've escalated the issue to our technical team with details on of your subscription and
account ID so that they can check with it and inform us with the reason and help us get the latest
available issue downloaded.
For your reference case ID is 0165155736
I'm once again sorry for the inconvenience caused due to this. We really don't want our customers to
experience such issues.
Meanwhile, I request you to perform below steps and check if you are able to get the latest issue of
Magazine.
Access https://www.amazon.co.uk/mycd login with your Amazon credentials.
From the "show" option on exreme left of webpage select "Magazine"
You will be able to see the magazine "Amateur Photographer UK" click on it
Click the Actions [...] in front of magazine name and select "Deliver past issue"
On the pop up select the "select Term" and set it to 2018 and check if you are able to see the
latest issue there.
If yes, then click on deliver to device to get it to your device.
Be assured, I will be contacting you with update from my technical team with the resolution to the
issue once I receive update from them.

Hello,
I understand that you are experiencing issue in downloading SFX magazine on your device.
I'm sorry for the inconvenience caused because of the issue with the Magazine. Actually, there was an
on going issue with the Magazine which our technical team has resolved now.
I've checked your account and see that there are Fire tablet, iOS and Android device registered on your
account. I'm unable to determine exactly on which device you would like to read it.
I request you to once de-register and re-register the device on which you are trying to download the
magazine so that it will work fine.
For Fire tablet:
2. Tap My Account.
3. Tap de-register
4. Now again tap on register option and login with your Amazon credentials and try to purchase the
magazine and check.
For iOS device:
1. From the Home screen of the Kindle reading app, tap the Settings icon (the gear in the lower right
corner).
For Android :
1. From the Home screen of the Kindle reading app, tap the More option
2. Under "De-Register this device"
3. Tap "Register" and again login with your Amazon credentials
Once done restart the device and you will be able to purchase the Magazine and read it.
You can also access https://www.amazon.co.uk/gp/product/B07FN923KV and download the magazine

by clicking on "Deliver to option" and select the device on which you would like to read.

EBOOK DOWNLOAD ISSUE
Hello,
I'm sorry to know that you are experiencing issues in purchasing ebooks on Amazon account.
I've checked your account details and see that there are many ebooks you tried to purchase on 4th
August 2018.
However status of all the ebook order is declined pending.
I completely agree that this can be very frustrating as there can be books you need urgent to read.It

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

3. Tap Sync and Check For Items / Tap Sync Device.

CALL US TABLET
Hello,
I'm sorry to know that the tablet is stuck on system recovery screen.
From the details you shared with me, it seems to be software issue with the tablet and as the restarting
steps didn't worked we need to perform advance troubleshooting steps like wipe cache partition and
other steps which can cause the software issue with the tablet.
These steps can be performed in two way communication in real time so that we can help you with it in
correct way and get the tablet back to work at earliest.
Also on checking your account, I see that the tablet is under warranty and if needed simultaneously we
can go ahead and file a free replacement for you at same moment without any delay.
I hope you can contact us soon so we can help solve this problem quickly. We are always here to help
Fraud activity
I'm SaiTeja from Amazon Technical Support. I hope you're doing good!
I am sorry to hear that you have some unknown purchases coming out of your Amazon account and
you would like to check the details regarding these purchases.
I see that your account has 2 active kindle digital subscriptions, they are "A Notícia" and "Professional
Beauty" which are subscribed through "pqq - Kindle Paperwhite" (DSN-G090KB03617604V8) which
is registered under this account.
c
I have checked and see that you have been charged £7.99 for A Notícia on Monday, 23 July 2018 and
£1.49 for "Professional Beauty" on Monday, 6 August 2018.
If you're unaware of these subscriptions, please reply to this email and we will be glad to assist you by
processing refund and cancelling them.
If you are not aware of the "pqq - Kindle Paperwhite" device you can deregister it from Manage Your
Content and Devices : www.amazon.co.uk/mycd
Click the "Your Devices" tab to view all devices registered to your Amazon account. Click "Deregister"
under the Kindle you want to remove from your account.
If you require any further assistance or referring to any other purchase, please reply to this email with
the details of the order number / name of the item and we will be glad to assist you accordingly.
We hope to see you soon. |

Amazon appstore
Hello,
I understand that you are experiencing issue to play "pitchlab pro" application on phone without using
Amazon appstore.
I'm sorry for the inconvenience this caused and I can understand that the Amazon appstore is using
space on your phone.
I would like to inform you that as on Android phones applications are installed from Google playstore
and all the application updates, in-app purchases and installation uninstallation process are managed
from the Google play store, Similarly Amazon app store is used to manage the application installed
from Amazon appstore.
This Amazon appstore is used to manage the applications like update, in-app purchases and other
actions. Also you can use the Amazon account which is linked to Amazon appstore to buy in-apps so
that you can get all applications at one place and also easy for you to manage.
Hence Amazon appstore acts as a bridge between the phone and application installed from Appstore so
that you can easily manage the application. That's the reason if the appstore is removed the application
installed from Amazon appstore will stop working.
Also, I've taken your comments as a feedback and forwarded it to our technical team so that they can
look into it and work towards it to take possible steps to make the applications run independently.
Autorip
Hello Miranda,
From your email, I'm sorry to know that you didn't receive the digital mp3 music (autorip) for "Rush of
blood to the head" added to your Amazon music. This is really not what we want our customers to
experience.
I've checked your account and see that you ordered a physical CD for the music "Brothers & Sisters"
and "Rush of blood to the head"
I've also checked with my resources and sorry to inform you that the digital version of music is not
available for "Rush of blood to the head" . That's the reason you are unable to receive the music for
download. If an album is AutoRip enabled, you can view the "AutoRip" logo displayed on the image of
the album.
You can find more information about AutoRip here:

While searching for Music from your web browser, you can see the AutoRip logo displayed on albums
that are eligible for AutoRip. To narrow your search results to only eligible albums, select "AutoRip"
from the navigation options on the left. You can also see the AutoRip logo on physical album and MP3
product detail pages, in Order History, or by going to www.amazon.co.uk/autorip.
Please access below two links one by one to check with the Auto-rip eligible CD.
Autorip/digital music not eligible : https://www.amazon.co.uk/dp/B000069AUI
Autorip/digital music eligible : https://www.amazon.co.uk/dp/B0000DJZ95
We're continually working to expand the number of physical albums eligible for AutoRip.
Further, to ensure utmost attention, I have sent your feedback to the development team to look into this.
Customer feedback like yours really helps us continue to improve our products and provide better
Also as you were unaware of it, I've added a £5.00 promotional credit to your Amazon account that
equals to the cost of CD for "A Rush Of Blood To The Head"
You can also use it to purchase MP3 version of the song from Amazon.
later date.
I hope this helps!

Hello,
From your email, I understand that you are concerned with the digital mp3 music (autorip) with the
physical CD for Italian Love Songs by Dean Martin.
I've checked your account and see that you ordered a physical CD for the music "Italian Love Songs"
I've also checked with my resources and sorry to inform you that the digital version of music is not
available for the above CD. That's the reason you are unable to receive the music for download. If an
album is AutoRip enabled, you can view the "AutoRip" logo displayed on the image of the album.
You can find more information about AutoRip here:

While searching the Amazon Digital Music Store from your web browser, you can see the AutoRip
logo displayed on albums that are eligible for AutoRip. To narrow your search results to only eligible
albums, select "AutoRip" from the navigation options on the left. You can also see the AutoRip logo on
physical album and MP3 product detail pages, in Order History, or by going to
www.amazon.co.uk/autorip.
Please access below two links one by one to check with the Auto-rip eligible CD.
Autorip/digital music not eligible : https://www.amazon.co.uk/dp/B00CL1C6NK
Autorip/digital music eligible : https://www.amazon.co.uk/Your-Songs-2017-Various-

artists/dp/B01N41THD6/
We're continually working to expand the number of physical albums eligible for AutoRip.
Further, to ensure utmost attention, I have sent your feedback to the development team to look into this.
I personally apologise for the inconvenience caused as we are unable to meet your expectations this
time around. I hope that you will allow us another opportunity to serve you in the future.
Music unlimited Ireland

Hello,
I understand that you are concerned with the Prime Music in Ireland.
I've checked my resources and see that the Prime Music feature is only available to customers residing
in the UK and Channel Islands.
As an alternative Amazon Music Unlimited (AMU) ( https://music.amazon.com/EU/unlimited ) is

available as an alternative option for non-UK customers and is priced at €9.99/month.
In order to stream Prime music, your Amazon.co.uk account must be associated with a UK billing
address and you must have a UK IP address.
Further, to ensure utmost attention, I have sent your feedback regarding Prime music benefits for
Ireland region to my development team to look into this. We're always looking to give out customers
maximum options on Amazon as we make further improvements. Customer feedback like yours really
helps us continue to improve our products and provide better service to our customers.
another opportunity to serve you in the fut
Should you require any further assistance, please write back to us. We are always here to help you at
Parental control android /
Parental control ios prime video application
Hello,
I'm sorry to know about the child purchase on your account.
I've checked your account and see that there are Amazon digital video purchases on your account.
As a remedy, you can setup parental lock, so as to avoid accidental or child purchase on your account
from Prime video application on android/ iOS device. Prime Video parental controls work by requiring
entry of your PIN to bypass any purchase or viewing restrictions you've enabled.
For customers who have "PIN on Purchase" enabled, entry of their PV PIN is required for purchases on
the Amazon website (full and mobile web) and all registered "big screen" devices.
Please access ( https://www.amazon.co.uk/gp/video/settings/parental-controls ) login with your

Amazon credentials and setup PIN for purchases.
You can access below link to check with the complete details and step by step procedure to setup
parental control on your device.
https://www.amazon.co.uk/gp/help/customer/display.html?ie=UTF8&nodeId=201423060
Video cancel
Hello,
I understand that you are concerned with the charges of £3.99 and £4.99 on your account.
Upon checking your account, I see that the charges your are referring to is for Hayu and Discovery
Channel subscription subscribed from the Fire TV stick device registered on your account.
Hayu subscription was activated as a free 7 days trial on Tuesday, 30 January 2018 and Discovery
channel subscription was activated as 7 days free trial on Monday, 23 October 2017.
If you wish I can cancel the subscription from my end, However if I cancel the subscription you may
loose contents of the channel.
If you are unaware of the subscription I request you to write us back with the confirmation. So that we
can cancel the subscription and assist you further with the refund.
Just so you know, you too can cancel the subscription directly from your end by access below link:
https://www.amazon.co.uk/gp/video/subscriptions/manage
TV REGISTER / registeration
I'm sorry that you are having issues completing the registration on your TV. I'd be glad to assist you in
this regard.
After you enter your Amazon account information to register your TV, you may be
prompted to enter a code on the Amazon website as an added verification step.
To complete registration:
1. Copy down the verification code you see on-screen

2. From your computer or mobile web browser, go to: https://amazon.co.uk/mytv
3. Sign in to your Amazon account (if prompted)
4. Enter the verification code and select "Continue"
For more information please check out:
https://www.amazon.co.uk/help/video/watching
If you require any further information or assistance, please get back to us and we'd be glad
to assist you.
You can also contact us using the below link :
http://amazon.co.uk/contact-us
Alternate cc charge
Change CC / payment card
Hello,
I'm sorry to know that alternate card on your account was charged for Kindle unlimited subscription
active on your account..
After researching your account, I've confirmed that after adding new card to your account, one click
settings on your account are updated to new card.
As the subscription monthly charges takes the default payment card added to your account under 1
click settings, you were charged on the newly added card.
The charge was applied to another payment method automatically by system we have on record for
you. We apologise for any inconvenience this might have caused.
I understand that this was not what you expected to happen and you would like the charge applied to a
different payment method.
Also, I've issued a complete refund of £7.99 to your original payment card. Refunds usually go through
within five to seven business days and you will see this amount credited on your next statement.
I request you to check with the default payment card and also update the necessary card details by
following below steps.
To change your payment information for your Fire for Kindle Unlimited membership, update your
Digital Payment Settings:
1. Visit Manage Your Content and Devices (http://www.amazon.co.uk/mycd).

method.
I once again personally apologise for any inconvenience caused.
as crystal!
Hello,
I've checked our previous correspondence with you and see that you are concerned with the alternate
payment card charged for Fire for Kids unlimited subscription instead of main card on your account.
I'm sorry to know that alternate card on your account were charged.
After researching your account, I've confirmed that we were unable to charge your preferred payment
method. We try to authorise the card for payment, if any issues bank won't inform us why they've
declined a charge, they simply reject the charge when we seek approval.
A charge can be declined for a variety of reasons, some of which may not be related to the validity of
the payment method.
The charge was applied to another payment method automatically by system we have on record for
you. This feature prevents any interruption in your Fire for Kids Unlimited benefits should the primary
payment method fail. We apologise for any inconvenience this might have caused.
I understand that this was not what you expected to happen and you would like the charge applied to a
different payment method.
I request you to check with the default payment card and also update the necessary card details by
following below steps.
To change your payment information for your Fire for Kids Unlimited membership, update your
Digital Payment Settings:

method.
Remote replacement
Hello,
I've checked our previous correspondence with you and understand that the remote of the Amazon
FireTV Stick (1st Gen) with name "Chineme's Fire TV stic" registered on your account is not working.
I'm sorry to know that the remote is not working.
I've issued a promotional credits of £19.99 to your account as the cost of the new remote is £19.99.
later date.
I request you to please go ahead and place order for the remote by accessing below link:
https://www.amazon.co.uk/Voice-Remote-Amazon-Fire-Stick/dp/B06ZZBD8VV
Remote in above link is compatible with both the Amazon FireTV Stick (1st Gen) and the other one
registered on your account. Also you can select the fastest shipping method available and write us back
with the delivery charges once the order is placed and we'll help you with the refund of delivery
charges too.
In this way, the remote will be delivered free of charge at earliest to your address without any delay.
satisfaction.
Ebook return
Hello,
I understand that you would like to cancel the ebooks Admiring Ash, Begging Ben and Challenging
Chance - Love Letters books 1, 2 & 3 by Anyta Sunday purchased on your account.
I'm sorry to know that the action button from your account didn't helped to cancel the ebooks. I would
like to inform you that the ebooks can be cancelled directly from your end within fourteen days of
purchase without having to contact Customer Service. That's the reason you were unable to cancel it.
Not to worry, I've cancelled all the three ebooks and issued a complete refund of £8.97(£2.99 +£2.99+
£2.99) to your original payment method.
I once again apologize for the inconvenience caused to you in returning the ebooks for refund. We
never want our customers to be having any issues with our services.
Should you require any further assistance, please write back to us. We are always here to help you at
Amazon music issue
Hello,
I'm sorry to know that you are experiencing clipping issue with the Amazon prime music when
streaming.
I've checked your account and see that you are trying to play the music on iOS device registered under
your account.
I would request you to perform below troubleshooting steps to check with the issue and get it resolved.
1. Uninstalling and then reinstalling the app can often fix intermittent issues. To uninstall the app, on
your device's home screen, long press the "Amazon music application icon until all the icons begin to
shake or wiggle. Tap the "X" in the upper-left of the screen, and then tap "Delete". Once done reinstall
the application login with Amazon credentials and check.
2. Please remove any other device connected to the same network and play the music and check so that
we can confirm if sufficient internet speed is available for streaming the music.
3. Also you can access https://music.amazon.com/ and login with your Amazon credentials from
browser and play the music and check if you see same issue with the music.
In case, if the issue still persists, I request you to please write us back with the confirmation so that we
can help you further with it. Also let us know if you are experiencing issue with a particular music track
or all the music tracks from Amazon prime.
Also, you can reach us via chat or freephone directly if you're still having trouble listening to your
music by accessing below link at a time that best suits, so that we can perform few advance
troubleshooting in real time together to narrow down the cause of issue and also if needed escalate the
Amazon Music specialists are available seven days a week via the following link:
https://www.amazon.co.uk/gp/help/contact-us/music-downloads.html
satisfaction.
Two step verification
Hello,
I'm sorry to know that you are experiencing issue with the Amazon video application on your iPad.
I've checked your account and see that the 2 step verification is active on your account and that's the
reason the application is again and again asking for password.
In this case we need to turn OFF the two step verification on your account from browser and then login
with the Amazon credentials in video application and if needed you can again activate the two step
verification.
To disable Two-Step Verification:
Access http://www.amazon.co.uk/gp/css/account/info/view.html
Login with Amazon credentials
Click on Advanced Security Settings.
Click "remove" and you will be prompted for the security code.
Enter the code that was sent to your phone number or generated through the authenticator app and click
"Verify code".
Also you can access below link to check with the steps to disable two step verification
Once done open the Amazon video application on your iPad and then login with your Amazon
credentials and the application will accept it.
Now once you login to the application if you need you can again activate the two step verification by
accessing below link:
In case if you find any difficulty please do write us back with the confirmation so that we can help you
further with it.
Also you can contact us via chat or free phone so that we can work together on the concern in real time
and help you resolve the issue at the same time without any further delay.
Hello John,
From your email "I have lost the code to verify my identity, please resend. Thank you." I understand that you are
unable to get the 2 step verification code for your account.
In this case we need to turn OFF the two step verification on your account from browser and then login with the
Amazon credentials in video application and if needed you can again activate the two step verification.
To disable Two-Step Verification:
Access http://www.amazon.co.uk/gp/css/account/info/view.html
Login with Amazon credentials
Click on Advanced Security Settings.
Click "remove" and you will be prompted for the security code.
Enter the code that was sent to your phone number or generated through the authenticator app and click "Verify
code".
Also you can access below link to check with the steps to disable two step verification
In case if you find any difficulty please do write us back with the confirmation so that we can help you further with it.
Also you can contact us via chat or free phone so that we can work together on the concern in real time and help
you resolve the issue at the same time without any further delay. We need to confirm few details for authentication
for privacy and security , which we don't recommend sharing via email due to customer account security concern.
Hope you understand as part of our commitment to protect our customers and their details this is a measure to
keep your details safe.

Should need any further assistance, please do write back to us, we will be happy to help you anytime.
Rent video
Hello Andrea,
I'm sorry to know that you are experiencing issues in downloading the rented video "darkest hour"
I've checked your account and see that the order was placed successfully, however due to some intermittent issues
was not delivered to your account.
To make it right, I've manually sent the video to you iOS device registered on your account.
I request you to now open the prime video application and sign out and sign in to the application so that the
application will be refreshed with the account and will sync to get all the updates on account and the rented video
will be reflected in the application.
You'll have 30 days to complete watching this rental.
Please note that once your video starts playing, your rental period will begin and you must complete watching
within the rental period (typically 24 or 48 hours).
In case if you find any difficulty please do write us back with the confirmation so that we can help you further with it.
Also you can contact us via free phone or chat so that we can work together on concern in real time and help you
get the video available on your phone and if needed can escalate the issue to our technical team to get it work for
us by narrow down the cause of issue.
ECHO NOT AVAILABLE
OUT OF STOCK
Hello,
I've checked our previous correspondence with you in chat and see that you are concerned with the
Echo show device as it was a used device.
I'm really sorry for the inconvenience caused due to this. We really don't want our customers to
experience such delivery issues. It might have happened to due to some error or misunderstanding in
the device fulfilling process and delivery to you.
To get it right, I've tried to replace the device and create a new replacement so that you should receive a
new Echo show . However I was unable to create a replacement as the Echo Show black colour is as of
now out of stock on Amazon web site. Echo Show white colour is available in stock for purchase.
In this case, I've issued a complete refund of £199.99 to your original payment card and I request you
to place a new order directly from your end if you wish to get white colour or please allow us some
time to get the black colour in stock again and then you can place the order.
You can check with the below link for the available Echo device:
https://www.amazon.co.uk/dp/B01KGEWACK
Also, I request you to return the device with you to us as set out in our returns policy, you need to
return the faulty item to us within 30 days of the date of this e-mail. If you don't, system will charge the
cost of your original order to the payment card you used for the order. I've created a free return label for
you so that you can use it to send the used device to use and there will no charges to return the device
to us.
https://www.amazon.co.uk/gp/orc/rml/DbYq6cP1RRMA
address window.
instructions.
with your return mailing label i.e.(DbYq6cP1RRMA). Wrap the parcel securely and post it to us at the
below address. Our returns centre will need the return mailing label to process the return.

Amazon Way
Dunfermline
Fife
KY118ST
delivery costs.
I personally apologise for the inconvenience caused to wrong delivery and that we weren’t able to meet
your expectations this time around. I hope that you will allow us another opportunity to serve you in
the future.
Charges
Hello,
I understand your concern regarding the £3.99 charge on your two different payment cards. Kindly
allow me to explain in this regard.
I've checked your account and I can see that the charges of £3.99 relates to Fire for kids unlimited
subscription which was already cancelled and refunded to your relevant payment cards.
I can confirm that my colleague has issued refund for 11 month fee in the amount of £43.89 to your
payment card. You've been charged from 3 different payment cards for this membership fee. Refunds
are issued to the payment method used to make the original purchase and usually complete within 5 to
7 business days.
1. (5*3.99) --> Visa card --> Card holder name: MRS SARAH L MCGEE
2. (4*3.99) --> Visa card --> Card holder name: Mark McGee
3. (2*3.99) --> Visa card --> Card holder name: Sarah
Please be informed that we're required to process all refunds to the original payment method used for
the membership. This is the reason the refunds are issued to the respective payment cards.
In this case, I suggest you to check the relevant payment card for the refund.
Further, I understand that you'd like cancel Monthly subscription for TVPlayer for a refund. Regarding
this, you'll receive a separate email from the relevant team shortly.
Thanks for your patience and understanding in this regard. We look forward to see you again soon.
Factory reset
The last step would be to try a factory reset of your device, however I would prefer to speak to you
before you do this
I will list the steps below if you feel comfortable to do this on your own
Because a factory reset will restore your Kindle to factory defaults and removes any content you've
downloaded to your device, be sure to back up your personal content to your computer first. You'll be
able to download all your Amazon purchases from Cloud after registering the device again.
Tokens, and other in-app items may be lost during a factory reset. Please check with the app developer
for more details on their in-app policies before completing a factory reset. If you have Parental
Controls enabled on your Kindle Fire prior to the factory reset, you will need to turn them back on once
the device is re-registered.
You can turn on automatic backup of your device.
1. Swipe down from the top for the screen and tap Settings.
2. Tap Device Options and select Backup & Restore.
3. Toggle Backup & Restore button to turn the feature on or off.
Note: Backup runs automatically once a day when the device is on standby and connected to Wi-Fi.
Now you can reset your device.
1. Swipe down from the top of the screen, and then tap Settings.
2. Tap Device Options, and then tap Reset to Factory Defaults.
If your Fire Tablet doesn't reset, or if you're still experiencing problems with your device, you can
reach Device Customer Support by phone or chat by clicking Contact Us on our Kindle Support pages
at:
2. Factory reset:
If you are able to access setting on the tablet please go ahead with below steps.
Once restarted, check with the results. If above steps didn't work we need to perform factory reset on
tablet so that it will clear all the technical software glitches on tablet and tablet will be as if brought out
of box.
downloaded to your device, be sure to back up your personal content to your computer first. All your
Amazon purchases can be downloaded from Cloud after registering the device again.
Once done tablet will start. Now go ahead and register the tablet with Amazon account and check with
the issue.
If you are unable to access the setting on tablet you can perform below steps as alternative to perform
factory reset on tablet.
1. Hold the POWER button, and the VOLUME DOWN button at the same time for 5-7 seconds
2. You'll see the System Recovery Options on the screen, Use the Volume up/ down buttons and choose
the "WIPE DATA/ FACTORY RESET" option.
After you reset your device, follow the onscreen instructions to set up your device and register the
device to your Amazon account, and you should be able to use your device without any issues.
Hello,
I'm sorry to know that you are experiencing issue with Kindle (4th Gen) with name "ELAINE'S KINDLE" registered
on your account.
From all the details you shared with me, it seems to be software issue with the Kindle.
As the tablet is not turning ON, we will be unable to access settings on it and perform actions on it. In this case the
best option is using the physical keys of the Kindle and try with the troubleshooting steps.
I request you to try with hard restart by following below steps so that any intermittent issue with the Kindle will be
cleared and will turn ON normally.
To hard restart your device, press and hold the Power button for 40 seconds. If the device restarts before 40
seconds have passed, release the Power button.If the device doesn’t restart, release the Power button, and then
press the Power button again to turn on the device.
In case if the issue still persists, I request you to contact us via live medium chat or free phone so that we can work
together in real time to avoid any misunderstanding in performing advance troubleshooting steps like factory reset
by pressing combinations of keys on the Kindle in sequence. Factory reset will clear all the software glitch on the
Kindle and will reset the Kindle to as it was brought out of box. Also all your Amazon purchases will be stored on
cloud so that we can restore it back to Kindle after reset. Also can help you with the replacement options if needed.

Tablet shut down
Hello,
I'm sorry to know that the tablet Fire HD 8 (6th Gen) with name greg's Fire registered on your account is randomly
turning OFF.
It can be a software glitch on tablet causing the issue with the tablet.
To get it right, I request you to perform the below troubleshooting steps which would resolve any intermittent
problems you're experiencing with your device.
1. Hard restart:
To hard restart your device, press and hold the Power button for 40 seconds. If the device restarts before 40
seconds have passed, release the Power button.If the device doesn’t restart, release the Power button, and then
press the Power button again to turn on the device.
Once the device is started check if it works fine.
In case if the issue still persists, I request you to contact us via chat or freephone so that we can together perform
advance troubleshooting steps like factory reset so that it will clear all the technical software glitches on tablet and
tablet will be as if brought out of box. However, these steps needs to be performed together as we need to backup
data and then go ahead with the steps so that your data will be safe and we can get the tablet back to work without
any further delay. Also if needed we will help you with the replacement options.
You can directly contact us via chat or freephone by clicking the Contact Us option at a time that best suits you on
Fire phone unlock code
Hello,
I understand that you would like to get the PUK code so as that the phone can accept the SIM that you are trying to
use with it.
I've checked your account details and see that the phone was purchased on Tuesday, 17 March 2015.
I would like to inform you that Fire phone will be locked to the O2 network that's the reason it is asking for the code
to unlock the phone , but O2 has an unlock policy.
I request you to access below steps to get the step by step information to get the phone unlocked. It will be easy for
you to perform the steps referring the link below.
https://www.o2.co.uk/help/phones-sims-and-devices/unlocking-an-o2-mobile-to-use-...
In case, if you find any difficulties, I request you to directly contact and check with O2 at (Pay Monthly) 0344
8090202 or 202 from your mobile, (Pay & Go) 0344 8090222 or 4445 from your mobile, (Business) 0800 9777337
or 8002 from your mobile. so that they can help you with the code and get the phone unlocked for you.
If the phone was purchased after 1st April 2015 our system would have generated the code automatically using the
Device serial number for you.
As it is purchased before 1st April 2015 that is on 17 March 2015, the unlock codes are available directly at O2 end
and can help you with the code once you contact them.
Device serial number

Hello,
I'm sorry to know that your are experiencing issues to register the Kindle device on your account.
I've checked your account and unable to find any purchased Kindle device on your account with email
ID :ragea809@gmail.com. I'm unsure if you purchased Kindle reader or Fire tablet.
Kindle device when purchased from Amazon comes registered to your account by default . If it was
purchased from retail store then it will not be registered. Also might be rarely when purchased from
Amazon due to some issue will not be registered automatically.
In this case, I request you to please write us back with the device serial number so that we can check
with the device details and get it registered to your account without any delay. Once registered to your
account you can use it as normal by connecting to Wifi.
Device serial number is a 16 digit alpha numeric number you can find on the box of the device. Also
you can get the serial number from within the device by following below steps.
1. For Fire tablet:
1. Swipe down from the top of the screen to open Quick Settings, and then tap More.
2. Tap Device, and then tap About.
2. For Kindle e reader:
From Home, press Menu > Settings > Menu > Device Info. Under the heading “Device Info” the DSN,
Serial Number and Network Capability will be displayed.
Above steps are general for most of the devices to get the serial number, however the menu changes as
per the device.
In case, if you find any difficulty, please do contact us via free phone or chat so that we can work
together on the concern in real time and get the device registered on your account without any delay.
Please make sure you have the device and any additional accessories (such as the power adapter) with
you.
Be assured, we are always here to help you at any point of time you need us.
Echo replacement
Hello,
I'm sorry to know that you are experiencing multiple issues like crackling sound and not responding
issues with Echo device registered on your account.
It can be a software or hardware issue with the Echo device.
Also on checking your account, I see that the Echo device is still under warranty and we can get the it
replaced free of charge for you and ship you a replacement device to your address at earliest.
To get the device replaced,we need to confirm more details(shipping address, device details), which we
suits you on any of our Amazon Device Customer Support pages at:
Meanwhile you can also perform factory reset on Echo so that if any technical glitch on the device will
be cleared and will be working fine for you.
1. Press and hold the Microphone off and Volume down buttons at the same time until the light ring
turns orange (about 20 seconds). Then the light ring turns blue.
2. Wait for the light ring to turn off and on again. The light ring then turns orange again, and your Echo
device enters setup mode.
account.
Also, I completely understand and agree that the Echo should last longer and should not get damaged
Crackling sound
Hello,
I'm sorry to know that you are experiencing crackling sound issue with the tablet Fire HDX 8.9 (4th
From the details you shared it can be a software issue or hardware issue with the tablet.
To check with the issue and resolve it , I request you to perform below troubleshooting steps and check.
1. Hard restart:
We can hard restart your device. Restarting can solve any glitch and other intermittent problems you're
experiencing with your device.
To restart your device, press and hold the Power button for 40 seconds. If the device restarts before 40
seconds have passed, release the Power button.If the device doesn’t restart, release the Power button,
and then press the Power button again to turn on the device.Once restarted, try playing video/song and
check with the results.
2. Try playing a video or a song from the Video or Music content library and check if you experience
same issue with all the video or music so that we can confirm if the issue is with particular file or issue
is with the tablet itself.
3.If the audio quality is still distorted, delete and redownload the file from Cloud, or try a different
audio or video file.
Note: You can go to m.youtube.com to play a song or a video if do not have any music or videos
available on device.
In case if the issue still persists, I request you to write us back with the confirmation so that we can
further help you with it and also escalate the issue to our technical team so that they can dive deep and
check with the tablet details and find out root cause of issue and help us with the best resolution.
Also you can contact us via chat or freephone so that we can together perform advance troubleshooting
steps like factory reset on tablet so that it will clear all the technical software glitches on tablet and
tablet will be as if brought out of box. Also we can restore the Amazon purchases from Cloud after
reset as they are stored on cloud. Also if needed we'll help you with the replacement options.
You can directly contact us via chat or freephone by clicking the Contact Us option at a time that best
Call back
Hello Kenneth,
This is Gerschwin from Amazon Customer Services
I'm sorry to hear about the issues you have been experiencing with the Mail online and BBC News
apps on your Fire Tablet
Due to the nature of the issue I feel it would be best to speak to you in real time via phone or chat to
assist with troubleshooting
In this case, I would request you to write back to us with your contact number and the best time to
return your call and I will gladly assist further.
In the interim I have added some troubleshooting steps below that may assist in resolving the issue.
Step one.
We need to perform a hard restart of your device. To restart your device, follow these steps:
Step two.
We need to clearing the cache on the Amazon Appstore. To clear your cache, follow the steps below:
Next, check to make sure your device is using the correct time zone. Swipe down from the top of your
screen, tap "Settings", then "Device", and select "Date & Time". Use the "Select Time Zone" option if
you need to fix your time zone.
Once this has been done please retry tho uninstall and reinstall the apps
The last step would be to try a factory reset of your device, however I would prefer to speak to you
before you do this
I will list the steps below if you feel comfortable to do this on your own
Note: Backup runs automatically once a day when the device is on standby and connected to Wi-Fi.
If your Fire Tablet doesn't reset, or if you're still experiencing problems with your device, you can
reach Device Customer Support by phone or chat by clicking Contact Us on our Kindle Support pages
at:
http://www.amazon.co.uk/devicesupport
Learn more by watching this help video: https://www.amazon.co.uk/help/video/firetroubleshooting


Feedback app compatible
Hello,
I'm sorry to know that you are experiencing issues with the Crafty Candy application on Fire HD 8.9
(2nd Gen) tablet with name "dianasitch's Kindle " registered on your account.
I've checked my resources and see that the application "Crafty Candy" app is no longer supported on
your tablet. That's the reason it is trying to update and the update is unable to install on tablet.
As the app was compatible previously and now it's not working, there are changes made by application
developer to the application causing the issue.
You too can access below link and see that the application is displayed, however from the left panel
under "Apps by Fire Tablet Model" select Kindle Fire HD 8.9"
and you will see that the application will not be displayed as it is not compatible now.
https://www.amazon.co.uk/s/gp/search/ref=sr_nr_p_n_feature_two_brow_9?fst=as%3Ao...
+Candy&keywords=Crafty+Candy&ie=UTF8&qid=1542232588
your desire to be able to use the game on your tablet to our development team. They will consider your
comments and try to have better agreements with the app developer and make all possible efforts to
make it compatible so that you can play it without any issues.
customers.
satisfaction.
apologies for this.
Hello Brian,
I'm sorry to know that you are experiencing issue with playing "viking war of clans " and receiving
message it will no longer be supported on Kindle.
To help you with it, I've checked your account and see that there are two tablets registered on your
account.
1. Brian's Kindle
Fire (2nd Gen) - K9
2. Brian's 2nd Fire

Fire 7 (7th Gen)
I've checked my resources and see that the game "viking war of clans " is completely compatible with
the tablet "Fire 7 (7th Gen)" and you can play the game without any issues on this tablet.
You too can access below link and select the tablet model number from the left panel of the page to
check with the compatibility of the game
https://www.amazon.co.uk/s/ref=nb_sb_ss_c_1_15?url=search-alias%3Daps&field-keyw...
+war+of+clans&sprefix=vikings+war+of+%2Caps%2C296&crid=12ME4VV9G9AZ1
On further checking with the compatibility of the game with tablet "Fire (2nd Gen) - K9", I see that as
the game is as of now not compatible with the tablet, that's the reason you are receiving the message on
it. As the game developer were retiring legacy technology as of now it would no longer be supporting
the Fire (2nd Gen) - K9.
As the app was compatible previously and now receiving the message for not supporting the device,
there are changes made by game developer to the application.
your desire to be able to use the game on your Fire (2nd Gen) to our development team. They will
consider your comments and try to have better agreements with the app developer and make all
possible efforts to make it compatible so that you can play it without any issues.
satisfaction.
apologies for this.
Hello,
I understand that you are experiencing issues with the Mail on line and BBC news application on tablet
I've checked our previous correspondence with you and see that my colleague shared troubleshooting
steps with you.
Also, I've tried to arrange a callback for you to number 01623557020, but unfortunately there was no
response and we were unable to get in touch with you.
Further regarding the issue with the application, I've checked my resources and see that the application
Mail Online and BBC News" app is no longer supported on your tablet.
As the app was compatible previously and now it's not working, there are changes made by Mail
Online developer to the application causing the issue.
Also BBC News app developer requested the withdrawal of the BBC News app from Amazon
appstore, as they were retiring legacy technology and would no longer be supporting the app. As the
app is taken back by application developer, we'll be unable to use it right now.
Once updated application will be released by BBC News app developer, you will be once again able to
use it with new features.
I do understand, it's really annoying and inconvenient as the BBC delivers great news and now it is not
available
Meanwhile, as an alternative you can use Silk browser on Kindle Fire to access BBC news using below
link:
https://www.bbc.com/news
"All News" has BBC News and news from other news providers. You can find more information on the
“All News” app by searching for “All News” on the Appstore on your Fire Tablet or by going to:
In this situation, to make things right, I’ll forward your comments as feedback to dedicated department
and will work on into to make this apps available as soon as possible . They will look into this and sort
it out so that other customers won't face the same issue.
customers.
we fail to do so due to factors out of our control. Not to worry, as we've forwarded your feedback too,
I'm positive our development team will get in touch with the app developers and resolve it at earliest.
I understand it used to work previously , but due to updates and changes made by the application
developer it is now not supported by the tablet , that's the reason it is not working correctly on your
tablet.
Please access below link to check with the compatibility of the application and devices on which the
application can be used.
https://www.amazon.co.uk/s?url=search-alias%3Daps&field-keywords=mail+online
Click on above link and from the left panel on page in "Refine by" section select "Kindle Fire HD
(Previous Generation) " and you will be able to see that the application is not compatible to the tablet.
Promotion ended
Promotion expired
Coins promotions " UK25FOR10 "
Hello,
I'm sorry to know that you are experiencing issue with the promo code "UK25FOR10".
I've checked with my resources for the details on the promotion offer and as per the terms and
conditons of the offer "You must have an existing Amazon.co.uk customer account and have made a
purchase from Amazon prior to 11:59 p.m. (CET) May 21, 2018. also you must have used a U.K.
billing address for your most recent purchase from Amazon prior to 11:59 p.m. (CET) May 21, 2018. "
On checking your account, I see that the account was created on 16/07/2018 and as per the eligibility
conditions as the account was created after May 21, 2018 you are facing difficulties to use the promo
code.
You can also access the below link and scroll down to check with the details on the eligibility criteria to
get the coins at discounted price.
https://www.amazon.co.uk/gp/coins/promo/claim?
ie=UTF8&ASIN=B00ESJDQ8M&promoId=AEZ2S0JU5W8J1&claimCode=UK25FOR10&ref=mas_
uk_infader
I would have surely helped you with the offer if there was any possible options. The promotion is
directly applied to your account while purchase from the Amazon system if you fulfill the eligible
criteria for the offer.
I really appreciate your interest in the promotion offer and have forwarded your concern as a feedback
to promotions team so that they can look into it and come up with new promotions on coins for our new
customers. Believe me, customers feedback are always taken into consideration at Amazon and we
always want all our customers to be happy with the services, products and offers we provide, so we
come up with more and more offers for all our customers.
Hello,
I understand that you are concerned with the Amazon $40 discount offer for purchase of Kindle device.
conditions of the offer the promotion is available till 11/5/2018. However, this offer is limited to
Amazon.com customers who saw this promo code directly on Amazon.com when logged into their
account or received this code via email.
You can also access the below link to check with the terms and conditions of the offer.
https://www.amazon.com/b?node=17132807011
In case, if you received the promotion email to your email ID or on your account, I request you to
please share the screenshot of it so that we can look into it and help you with the offer at earliest
without any further delay.
any troubles you have with devices, orders, subscriptions and on your account
RAVALI
Hello,
>>
> > After reviewing our previous correspondence with you, please accept my
> > apologies for any misunderstanding caused.
>>
> > This situation was the result of a human errors, and I'm sorry for any
> > inconvenience caused. Please allow me to try to provide a resolution for
> > you.
>>
> > Upon checking your account, I see that your Prime Membership payment got
> > declined on June 12, 2018 and we have also sent you an email asking to
> > update your payment card however as the card wasn't updated your
> Membership
> > got cancelled after few days on June 19, 2018. We have also sent you the
> > cancellation email to your email "xtaxhome2@gmail.com". I've now resent
> > the 2 emails to your email account.
>>
> > As the subscription is cancelled, you are unable to find the Auto-Renew
> > cancel option in the Google Subscriptions manage page.
>>
> > Please be assured that your subscription is cancelled and you weren't
> > charged any amount from your payment card for this membership.
>>
> > Once again I regret for this inconvenience, I hope you will consider
> this
> > as an isolated incident and give us another chance in future.
>>
> > Should you require any additional information or assistance, please feel
> > free to contact us back and We'll be glad to assist you.
>>
> > We look forward to seeing you soon again.
>>
> > We'd appreciate your feedback. Please use the links below to tell us
> about
> > your experience today.
Delete video iOS
Hello,
I understand that you would like to delete the video from the prime video application on iOS device.
Please follow below steps to delete the downloaded video on phone
1. Open the prime video application on phone

2. Fom the bottom select downloads options
3. Tap on edit option from top right in application
4.Select the video you would like to delete
5.Tap on delete option from the bottom in application and get the video deleted.
Just so you know, to remove videos from the Recently Watched, TV Shows, or Next Up, long-press on
the artwork of the video you wish to delete and select the X symbol on the artwork.
Also you can delete the videos on your account from browser by following below steps:
1. Access link https://www.amazon.co.uk/gp/video/library
3. on the video you would like to delete , you'll see delete option click on it and confirm.
Video will be removed from Your Video Library and won't be available to be watched on the website or
any registered device. Deleted videos can be restored from Deleted Items on the Prime Video website
until you permanently delete the video there.
If you've downloaded the video to a registered device, it remains until you delete it.
Also to permanently delete a video from your library:

1. First delete the video, following the steps above.
2. Click the "Deleted items" link in the drop-down menu.
3. Click the "Permanently delete" link, and then click "Delete Video" to confirm.]
Permanently deleting a video is final and can't be undone. If you want to watch the video in the future,
you must purchase it again.
Andon cord
Hello Erith,
I'm sorry to know that you are experiencing content issue with the ebook "Omega's Song" purchased
for £2.29 on your account.
To get it right, I've escalated the issue with the ebook to our dedicated Amazon development team so
that they can look into the issue and get in contact with the content owner and get the ebook corrected
and once it is corrected updated ebook will be available on Amazon.
Also, I've issued a complete refund of £2.29 for the video "Omega's Song" to your original payment
method.
Thank you for bringing it to our notice, and helping us with the error in ebook.
I completely agree that the ebook is interesting and you would like to read the ebook at earliest without
any issues, be assured as we've forwarded the issue our team will get it rectified at earliest.
As we've escalated the issue, it will be removed from Amazon library and once updated and correct
ebook is available from the publisher same will be made available on Amazon for purchase so that you
can go ahead and purchase the correct ebook.
customers.
I hope that you will allow us some time so that this can be looked into by our Amazon development
team.
Hello,
I'm sorry to know that you are experiencing sound issue with the video "Commuter" rented for £3.49
on your account.
To get it right, I've escalated the issue with the video to our dedicated prime video team so that they can
look into the issue and get in contact with the content owner and get the video corrected and once it is
corrected video with clear sound will be available on Amazon.
Also, I've issued a complete refund of £3.49 for the video "Commuter" to your original payment
method.
Thank you for bringing it to our notice, and helping us with the error in video.
I completely agree that the video is interesting and you would like to watch the video at earliest without
any issues, be assured as we've forwarded the issue our team will get it rectified at earliest.
customers.
I hope that you will allow us some time so that this can be looked into by our prime video development
team.
Music quality
Sound quality
Mp3 quality
Hello Jason,
My name is Christopher from the Amazon music team, and I hope you are doing great.
I just read your message about the issue you had with the content ''Fleetwood Mac''. First and foremost,
be sure that I will try my best to address your concern in the most simple and direct manner possible, so
we can this sorted out as soon as possible.
Now, since this is a quality-related issue with this album in particular, we would need to escalate it to
our quality team for them to reproduce it and fix it for you(and possibly for other customer
experiencing the same issue) by pulling the ''logs'' out of your device which are basically error reports
that tell us why this is happening. Then, they would start working on an update to patch this up;
however, this is going to take around 2 weeks or more to be fixed.
Additionally, for the escalation process to be successful, I need you to help me out by answering some
questions and trying some more things out if you have not done them already.
1. What is the specific model/name of the device you are currently using?
2. Do you have another device you could use to play this music? If so, what was the outcome?
3. Has this ever happened again before?
4. What is your internet service provider?
5. How fast is your internet connection?
6. Is the low quality sound constant along the whole song?
To prove we are currently working on this, I will give you a case number any agent can use to continue
where we left off: 0172433751
We can refund the order for sure, but I want you to try on different devices and respond to those
questions first. After that, we will refund it and continue working to fix it on our end. I will you reload
5 pounds to your gift card balance as an apology since selling low quality products is not by any means
our main goal.
Should you have more questions, you can respond to this email. Alternatively, you can use this phone
number to talk to us real-time: +44 0 800 279 7234 (UK Freephone UK Customers).
I hope this helps, we patiently wait for your replay.

If yes, please click here:
http://www.amazon.co.uk/gp/help/survey?p=*************&k=hy&ref_=cscem_hmdyes_pt_1
If no, please click here:

http://www.amazon.co.uk/gp/help/survey?p=*************&k=hn&ref_=cscem_hmdno_pt_1
Hello,
I'm sorry to know that there is distortion in the music album "The Celtic Poets"
I too have replicated by playing this album on our devices and found the same issue with the music album.
To get it right, I've escalated the issue with the Music album to our dedicated technical team so that they can look
into the issue and get in contact with the content owner and get the music album corrected and once it is corrected
music album without any distortion and clear sound will be available on Amazon. As the music album is escalated
our team will contact us back with the updated music file.
I'm personally following up with the concern, once it is sorted by our team, I will contact you back to inform the
same and you can go ahead and purchase the music. It will be corrected within 24 to 48 hours. For your reference
the case ID is: 0172334726
Also, I've issued a complete refund for the album The Celtic Poets and the music track The dunes (7.99 GBP +
0.99 GBP) purchased on your account.
Thank you for bringing it to our notice, and helping us with the error in Music album.
I completely agree that the music album is interesting and you would like to listen the complete album, be assured
as we've escalated the issue our team will get it rectified at earliest.
statement.
Once again I regret for this inconvenience, I hope you will consider this as an isolated incident and give us another
chance in future.
account login issue
Password reset
Hello,
I'm sorry to hear that you’re having issues with resetting your password.
I've sent a password reset e-mail to you directly from my end. Please try to access the reset from any
other browser. All you need to do is click on the link in the e-mail and follow the instructions provided.
However, before you do this, make sure you are signed out from your Amazon.co.uk account. You can
do this by clicking "Not You? Sign Out" in the Your Account drop-down menu at the top of any
Amazon.co.uk page.
In case, if you still find difficulty to reset the password, I request you to contact us via live medium like
chat or free phone so that our dedicated account specialist team will work together in real time with you
and verify few details from you for security concern and get the password changed for you and reset it
as per your convenience without any delay.
XBOX code
XBOX redeem
PSN code
PSN redeemed
Xbox promotional code
Hello Dave,
I've checked your previous correspondence with us and I'm sorry for the misunderstanding by my
colleague with your concern.
To help you with it, I've checked your account and see that the promotional code that was sent to your
email contains a 5 x 4 code, however it should be 5 x 5 code to redeem either from console or website.
With this code you can make Xbox purchases or extend your Xbox subscriptions. You can redeem it
To make everything correct, I've escalated the issue with the code to our dedicated technical escalations
team so that the can rectify the error with the code and help us with either a new 5 x 5 code to redeem
or get the same code corrected for us without any delay.
Meanwhile, I request you to perform below steps and check if you are able to redeem the code
1.Make sure you are signed into the Microsoft account for which you want to redeem the code.
2.From the Home screen, scroll right to Store.
3.Under Games, select Use a code.
4.If you don’t have a QR code, or your code does not scan properly, select Or enter the code.
5.Use the onscreen keyboard to enter your code on the Enter your code screen, and then select Enter.
Don’t worry about hyphens, the system takes care of those for you.
6.Select Confirm.
7.You will receive a confirmation message once your code has been redeemed.
I seek your patience and co-operation while we together work on this.
issue once I receive update from them within a day or two.
Hello Owen,
I'm sorry to know that you didn't received the code for the order "FIFA 19 Ultimate Team - 2200 FIFA
Points | PS4 Download Code - UK Account".
To help you with it, I've checked your account and see that the order is completed and the code is :
7QD26-MD6GJ-C627F-VRPHK-QGG9Z
You can also follow below steps to get the code:

To redeem the code on the PlayStation Website, please do the following:

1. Click on the 'Redeem from Playstation.com' link found on the Thank You page, in Your Game and
Software Library, or Confirmation email.
2. Sign in with your PlayStation account if prompted.
3. Confirm your redemption by clicking on the 'Continue' and then the 'Redeem Item' button.
Note: If you experience any issues redeeming your product, please visit:
https://account.sonyentertainmentnetwork.com/liquid/cam/account/giftcard/redeem-gift-card-
flow.action
To redeem the code on the PlayStation Console, please follow these instructions:
https://www.playstation.com/en-us/explore/playstationnetwork/redemption/.
can help you further with it.
Hello Allan,
I understand that you are concerned with the orders for "Xbox Live £50 Credit | Xbox Live Download Code" and
"PlayStation PSN Card 10 GBP Wallet Top Up | PSN Download Code - UK account".
I'm sorry for delay in processing the order for you.
I've checked with your account to confirm the order status and see that the orders are now completed.
When you place an order with Amazon.co.uk, we want to ensure your payment information is correct, to confirm
that your card has a valid number. This is communicated via a full authorisation for the amount of the purchase. The
order shows pending verification while we wait for authorisation. While the majority of communications take a short
time to process, occasionally a transaction may take longer to be authorised.
Be assured your both the orders are completed and available on your account.
To redeem/get the codes, I request you to perform below steps:

1. For PlayStation PSN Card :
I see that your PSN Voucher Code is K7FD-2FNP-BKLF
2. Click on "Redeem from playstation.com" link found on the thank you page and sign in with your playstation
account.
3. Your content code will auto-populate. Just click "confirm" and your content will be added directly to your PSN
account.

2. For Xbox Live Download Code :
I see that the Gift Card Code for the Xbox is : XGHPY-6XG92-FKM3C-F47VF-GT3QZ
Also you can locate the code from

To redeem the code on the Xbox Website, please do the following:
Click on the 'Redeem now from Xbox.com' link found on the Thank You page, in Your Game and Software Library,
or Confirmation email.
Sign in with your Xbox account if prompted.
Confirm your redemption by clicking on the 'Confirm' button.
Note: If you experience any issues redeeming your product you can also visit: live.xbox.com/en-GB/RedeemCode
To redeem the code on the Xbox Console, please do the following:
Sign in to your Xbox LIVE account.

Press the silver/green Xbox Guide Button on the controller.
Navigate to Games & Apps tab.
Select Redeem Code & enter code.
In case if you still find any difficulty, I request you to write us back with the confirmation so that we can help you
further with it.
XBOX CODE
Hello,
I'm sorry to know that you didn't received the Xbox Live Download Code purchased on your account.
I've checked your account and see that the order is completed.
To get the code, I request you to access below link and login with you Amazon credentials and you'll be
able to get the code there in list
https://www.amazon.co.uk/gp/swvgdtt/your-account/manage-downloads.html
Alternatively, you can also access below link and click on the "Your Games Library" option highlighted
in blue color to get into your account to get the code.
https://www.amazon.co.uk/dp/B0186JIR9C
Just so you know, at the time of purchase of code, at thank you page you can directly click on "Redeem
from xbox.com" button and login with your Xbox account and it will get directly added to your Xbox
account.
Hello,
I'm sorry to know that credit is not available on your PlayStation for "PlayStation PSN Card 20 GBP
Wallet Top Up" purchased on your account.
I've checked your account and see that the order is completed.
To get the code, I request you to access below link and login with you Amazon credentials and you'll be
able to get the code there in list
https://www.amazon.co.uk/gp/swvgdtt/your-account/manage-downloads.html
Alternatively, you can also access below link and click on the "Your Games Library" option highlighted
in blue color to get into your account to get the code.
https://www.amazon.co.uk/dp/B00GUXZUSS
Just so you know, at the time of purchase of code, at thank you page you can directly click on "Redeem
from xbox.com" button and login with your Xbox account and it will get directly added to your Xbox
account.
can help you further with it. Also, I request you to please help us with the reference ID/case ID for your
conversation with Sony team so that we can escalate the issue to our technical team and get it work for
you.
Video in child profiles

Hello,
I'm sorry to know that you are unable to get the movie "the Emoji Movie " download to watch it
offline.
I've checked your account and see that the movie was purchased twice on 16th August 2018 and also at
the same time both the orders were cancelled.
As the orders were cancelled, videos cannot be watched offline. Also, I would like to inform you that to
make the content you add to a Fire for Kids profile available without an internet connection, you can
download the content to your tablet before adding it to your child’s Fire for Kids profile
I request you to perform below troubleshooting steps and then go ahead with the purchase of video so
that it can be downloaded to your tablet for offline view.
1. Clear cache and data:
1. Swipe down from the top of your Home screen and tap "Settings."
2. Tap "Apps & Games," then "Manage All Applications."
4. Tap "Video" and select "Clear Data."
2. De-register and re-register the tablet:
This steps will clear any intermittent issues with the Amazon account on tablet causing the issue.
2. Tap My Account.
3. Tap De-register.
4. Now tap on register option there and login with your Amazon credentials
Once done, restart your tablet by pressing and holding the power button for two to three seconds until
you see "Do you want to shut down your tablet?" Tap Shut Down, and after the device has completely
turned off press the power button again to turn it back on.
Now go ahead and purchase the movie and tap on download option so that it will be downloaded to
your tablet. Now perform below steps to add it to your Kids profile
1. Swipe down from the top of the screen to open Quick Actions, and then tap Settings.
2. Tap Profiles and Family Library.
3. Select the child profile that you wish to add the contents.
4. Tap Add content.
5. Select the type of contentBooks,Videos,Games&apps that you wish to add to child's profile.
6. Select Done.
I'm positive above steps would work for us and you will be able to play it offline mode.
In case, if you still find any difficulty, I request you to write us back with the confirmation so that we
can escalate the issue to our technical team so that they can dive deep and narrow down the cause of
issue and help us with the resolution and get it to work.
Also you can reach us via chat or freephone directly by clicking the Contact Us option at a time that
apologies for this.
Parental control tablet
Hello,
I'm sorry to know that you are experiencing issue with the Parental control lock on Fire HD 6 (4th Gen)
It can be due to some technical glitch it is asking for parental control. To turn OFF parental control, I
request you enable the Wifi connectivity of the tablet and de-register the tablet by accessing below
steps:
Open your browser (from PC/Laptop or other device) and go to https://www.amazon.co.uk/mycd

Click the Your Devices tab.
Click the Actions [...] button next to the device and click on de-register option
Now restart the tablet once and register the tablet with your Amazon credentials and you will see that
the parental controls are turned OFF.
In case, if you find any difficulty, I request you to write us back with the confirmation so that we can
Also you can contact us via live medium chat or free phone so that we can work together on the
concern in real time and if needed perform advance troubleshooting steps like factory reset by pressing
combinations of keys on the Kindle in sequence. Factory reset will clear all the software glitch on the
Kindle and will reset the Kindle to as it was brought out of box. Also all your Amazon purchases will
be stored on cloud so that we can restore it back to Kindle after reset.
I realize that at this point of time asking you to contact us again would be disappointing, but in a
We are always here to help you at any point of time you need us
Hello,
I'm sorry to know that you are unable to get the parental control password to unblock parent control on
web browser.
To reset the password, if you forget the Parental Controls password for your Fire tablet, you can reset it
from your device.
1. Swipe down from the top of the screen and tap Settings.
2. Tap Parental Controls.
3. Enter an incorrect password 5 times.
4. Tap the orange link that says "Reset your Parental Controls Password". If you don't see this link on
your screen, you may need to scroll down in the message window and hide the keyboard.
5. Enter your Amazon account password (this is the password you used to register your device and to
sign in to Amazon.co.uk).
4. Enter your new Parental Controls password twice and select "Finish" to confirm.
Now
1. Swipe down from the top of the screen at tap Settings.
2. Tap Parental Controls.
3. Next to Web Browser, tap blocked to set the status to Unblocked.
I'm positive with above steps parental control password will be reset.
---------------------------------------
If you are referring to web parental controls for video. Please access below link and click on the change
option next to PIN in Prime Video PIN section to change the video parental control
https://www.amazon.co.uk/gp/video/settings/parental-controls
In case if you find any difficulty you can also contact us via chat or free phone so that we can help you
with advance troubleshootings steps in real time and get it work for you without any further delay.

Permanent delete books ios.
Delete ebook ios

Hello,
I'm sorry to know that you are experiencing difficulties in deleting the ebooks from the Kindle
application on iPad.
To delete the ebook permanently from the iPad we need to perform below steps.
First, please ensure the title is no longer in your Kindle Library on Manage your Content and Devices.
To do this:
1. Visit the Manage Your Content and Devices page (http://www.amazon.co.uk/mycd).

2. Locate the item you wish to delete in Your Content Library.
3. Click Actions and select Delete.
If the item still appears under the Cloud tab on your device, please follow these steps:
1. Visit Your Account on www.amazon.co.uk.

2. Scroll down to Digital Content.
3. Click on Your Collection under Your Media Library.
4. Click on the View Your Collection drop-down menu.
5. Select Trash.
6. Delete all items from the Trash folder.
7. Visit Manage Your Kindle on Amazon.co.uk.
8. Click “+” next to the content to be deleted.
9. Click Actions and then select “Delete this title.”
10. Click “Yes” on the pop-up warning to permanently delete the content from your Amazon account
and your Kindle's Archived Items folder.
Once done restart the iPad and then de-register and re-register the Kindle application on iPad and
check.
I'm positive all the deleted ebooks will be also removed from the iPad.
More information about the Kindle application can be found in our Help pages here:

Hello Zanna,
I understand that you would like to get information on deleting the ebooks from the Kindle application on iPad.
Follow the instructions below to delete Kindle content from your Kindle for iOS app.
To delete downloaded content from your device:

1. Press and hold the cover of the item.
2. Select Remove from device.
Note: Removing Kindle content from the Kindle reading app does not remove purchased items or archived personal
documents from your Kindle Library stored on Amazon.
To permanently delete content:

1. Visit the Manage Your Content and Devices page on the Amazon website.
2. Select the tab Your Content and locate the item you wish to remove.
3. Select the actions button (three dots) next to the title, then select Delete to permanently remove the title.
4. Select Yes, delete permanently
After the title is permanently removed from your account, you'll no longer have access to re-download it unless you
re-purchase it.
More information about the Kindle application can be found in our Help pages here:
If the item still appears under the Cloud tab on your device, please follow these steps:
1. Visit Your Account on www.amazon.co.uk.

2. Scroll down to Digital Content.
3. Click on Your Collection under Your Media Library.
4. Click on the View Your Collection drop-down menu.
5. Select Trash.
6. Delete all items from the Trash folder.
7. Visit Manage Your Kindle on Amazon.co.uk.
8. Click “+” next to the content to be deleted.
9. Click Actions and then select “Delete this title.”
10. Click “Yes” on the pop-up warning to permanently delete the content from your Amazon account and your
Kindle's Archived Items folder.
Once done restart the iPad and then de-register and re-register the Kindle application on iPad and check.
I'm positive all the deleted ebooks will be also removed from the iPad
Date and Time
Hello,
I'm sorry to know that you are receiving error message on Kindle regarding
incorrect date and time.
From the details you shared, it seems to be some software glitch on tablet
causing the issue.
As a remedy, I request you to perform below troubleshooting steps on tablet and

check if it works fine.
Hard Restart tablet:
We can hard restart your device. Restarting can solve any glitch and other
intermittent problems you're experiencing with your device.
To restart your device, press and hold the Power button for 40 seconds. If the
device restarts before 40 seconds have passed, release the Power button.If the
device doesn’t restart, release the Power button, and then press the Power button
again to turn on the device.
Now sync the tablet by performing below steps:
Once restarted, try if it works fine and also check if you are able to browse to
confirm if it is correctly connecting to Wifi.
Also please check if the date and Time are correct in tablet.
Swipe down from the top of the screen and then tap Settings.
Tap Device Options and then tap Date & Time.
If Automatic Time Zone is turned On, your device will use a Wi-Fi or Mobile
network (if available for the device) to determine the time zone. If you want to
select your time zone manually, tap Off next to Automatic Time Zone and then
tap Select Time Zone. Select your time zone from the list that appears.
If issue still persists, I request you to write us back with confirmation so that we
can escalate the issue to our technical team for further insight.
Also you can contact us via live chat or free phone so that we can work together
on concern in real time and get it work for us.
convenience:

Thank you for being the most valued customer to Amazon. We look forward to
seeing you soon.
Watch while abroad
Roaming
Hello,
I understand that you are concerned with using the Prime movies and unlimited
music while on vacation in USA.
In order to stream Prime Videos and music unlimited, your Amazon.co.uk account
must be associated with a UK billing address and you must have a UK IP address.
As you will be going to USA the network IP address will change that's the reason
you are unable to access prime videos.
As there is Amazon Prime UK subscription and music unlimited subscription on

your account, content from Amazon.co.uk can only be purchased, streamed, and
downloaded by customers in the United Kingdom.
In this case, we have two alternate solutions to watch prime videos while in USA.
Either you can activate prime subscription in USA and you will get 30 days free
trial and access the Prime videos. To activate the USA prime membership access
www.amazon.com/prime
Also you can still enjoy exclusive Prime Originals as well as popular movies and
TV by starting free trial by accessing PrimeVideo.com. This subscription is not
region restricted and can be used in any country.
Regarding, Amazon Music unlimited subscription, you can also activate 30 days
free trial of Amazon music unlimited subscription of USA by accessing below link
to listen to music.
https://www.amazon.com/gp/dmusic/promotions/AmazonMusicUnlimited
Yes, you can use either 4G or Wifi connectivity to watch videos and listen to
music.
Should you require any assistance, please feel free to contact us . We will be
happy to help you.
Primevideo.com cancel now or later
Hello,
I understand that you would like to cancel the Prime video subscription
active on your account.
I've checked your account and see that the subscription is active on your
account.
From your comments, I am unable to determine if you would like to

cancel the subscription now itself or after few days, as you were recently
charged for July month subscription on July 27, 2018 and you can use
the benefits till Monday, August 27, 2018
If I cancel the subscription now itself then you will not be able to use the
benefits from today itself.
In this case, I've set the auto renew of the subscription to "NO" so that
you can continue to use the subscription till Monday, August 27, 2018
and once it expires on Monday the subscription will not continue further
and you will not be charged for it.
Also you can follow below steps to directly cancel the subscription from
your end.
1. Access link https://www.primevideo.com/settings/

2. In "Your Membership" section click on "Edit on Amazon" button and
you can go ahead and cancel the subscription from your end.
As the auto renew is set to OFF the subscription will not continue further
to August 27, 2018
In case if you find any difficulty, please do write us back with

confirmation so that we can help you with it at earliest.
Let me assure you that we are here to take care of your problem and we
do take full responsibility for any troubles you have with orders,
subscriptions, devices and on your account.
Should you require any assistance, please feel free to contact us . We will
be happy to help you.
Alternate CC / other payment card/
Hello,
I'm sorry to know that you were charged on alternate card for prime membership
subscription active on your account.
After researching your account, I've confirmed that we were unable to charge
your preferred payment method (card ending with 5180)for month of July 2018.
We try to authorise the card for payment, if any issues bank won't inform us why
they've declined a charge, they simply reject the charge when we seek approval.
A charge can be declined for a variety of reasons, some of which may not be
related to the validity of the payment method.
So the charge for July 2018 month was applied to another payment method
automatically by system we have on record for you . It was charged on Tuesday,
17 July 2018. This feature prevents any interruption in your prime membership
benefits should the primary payment method fail. We apologise for any
inconvenience this might have caused.
I understand that this was not what you expected to happen and you would like
the charge applied to a different payment method.
Also, on checking your account I see that the Visa card with name "K Murdoch" is
still active on your account.
To change/remove your payment information I request you to update your Digital

Payment Settings:

3. Under Digital Payment Settings, click Edit Payment Method to update/ delete or
change your payment method.
Let me assure you that we are here to take care of your problem and we do take
full responsibility for any troubles you have with orders, subscriptions, devices
and on your account.
Should you require any assistance please feel free to write back to us, we will be
happy to assist you.
Hello,
I'm sorry to know about £7.99 unknown charges on your sons debit card.
Upon checking your account, I see that the charges £7.99 are related to
Kindle Unlimited Paid Membership active on your account.
The subscription was initiated as a free 30 days trial on 11 April 2015
which later was upgraded to paid membership on 11 May 2015 charging
you the monthly subscription fee of £7.99.
Also, I see that previously you were charged for the subscription on a
different card that was registered on your account with name "Mr p m
greenwood".
Our system try to authorise the card for payment for the subscription, if
the charges are declined by bank or card deleted from your account or
insufficient funds in card, system charge automatically to another
payment method we have on record for you .This feature prevents any
interruption in your membership benefits should the primary payment
method fail. We apologise for any inconvenience this might have caused.
I understand that this was not what you expected to happen and you
would like the charge applied to a different payment method.
To change/remove your payment information I request you to update

your Digital Payment Settings:
1. Visit Manage Your Content and Devices

(http://www.amazon.co.uk/mycd).
3. Under Digital Payment Settings, click Edit Payment Method to update/
delete or change your payment method.
Let me assure you that we are here to take care of your problem and we
do take full responsibility for any troubles you have with orders,
subscriptions, devices and on your account.
I hope the previous information answers all your questions but if I

missed anything or any other questions come up, please reply to this
email and I will gladly help you further until everything is clear as
crystal!
Kindle WIFI connectivity

Wifi connectivity issue
Hello Lesley,
From your email, I understand that you are experiencing internet connectivity issues and journal won't update on
Kindle Paperwhite (7th Gen) recently purchased.
I'm sorry for the inconvenience in this regards. This is really not what we want our customers to experience.
To help you with it, I've checked your account and see that the Kindle is with latest OS and also all the settings on
your account are fine.
As a remedy, I request you to perform below troubleshooting steps on Kindle and check with results so that we can
confirm the cause of issue and work on it accordingly and also if still Kindle doesn't work then we can also get the
Kindle replaced for you free of charge under warranty.
1. Restart the network hardware:
-- Switch off the modem/router, and unplug the power cable.

-- Wait 30 seconds and plug the modem/router back in.
-- While router is rebooting, factory reset the Kindle by following below steps so that any intermittent issue with the
Kindle will be cleared.
Factory reset will restore your Kindle to factory defaults removes any content you've downloaded to your device.
However please be assured Kindle content, including books and other items that you've purchased from the Kindle
Store, is available through the Manage Your Content and Devices page (www.amazon.co.uk/mycd) on Amazon.
After reset we can sync the Kindle so that all the contents will be available in Kindle to read.

2. Tap Settings.
Wait until the modem/router has finished rebooting before attempting to connect to the Wi-Fi network again.
Once done connect Kindle to Wifi, tap the Quick Actions icon from the Home screen and then tap Sync My Kindle.
Check if it gets connected fine and issue with the Kindle is resolved.
together in real time and perform advance troubleshooting steps and also if needed escalate the issue to our
dedicated technical team or help you with replacement as per your convenience.

I realise that asking you to contact us again would be disappointing, but in a situation like this, it is very important
for us that we provide you with accurate and expedient resolution and this is the best way to be certain that your
issue can be resolved more appropriately.
Hello,
I'm sorry to know that you are experiencing Wifi connectivity issue with the Kindle Paperwhite (7th Gen) registered
on your account.
As you already tried restarting the Kindle and it didn't help, I request you to perform below troubleshooting steps
and check
1. Restart the network hardware:
-- Switch off the modem/router, and unplug the power cable.

-- Wait 30 seconds and plug the modem/router back in.
-- While it's rebooting, hard restart the Kindle by following below steps:
1. Connect the device to a power adapter, if available.

2. Press and hold the Power button for 40 seconds. If the device restarts before 40 seconds have passed, release
the Power button.
3. If the device doesn’t restart, release the Power button, and then press the Power button again to turn on the
device.
Wait until the modem/router has finished rebooting before attempting to connect to the Wi-Fi network again.
Now try connecting the Kindle to Wifi and check if it gets connected.
together in real time and perform advance troubleshooting steps and also if needed escalate the issue to our
dedicated technical team so that they can dive deep and narrow down the cause of issue and help us with the best
resolution and get it to work.
Kindle unlimited update cc
Hello,
I'm sorry to know that the Kindle unlimited subscription is deactivated on your
account and understand that you would like to activate it.
To help you with it, I've checked your account and see that the system was
unable to charge your payment card for the subscription and after 3 unsuccessful
attempts the subscription was cancelled.
On further checking your account, I found that the card added to your account is
expired that's the reason the charges didn't went through.
In this case to activate the subscription we need to update the payment card on
your account.
I request you to perform below steps to update the payment card.
Now access https://www.amazon.co.uk/cpe/manageoneclick and update 1 click
settings select the updated card and select "Make as default" as all the digital
Once the payment card is updated access below link to activate the subscription
In case if you find any difficulty with updating payment card and activation of the
subscription, please do contact us via chat or free phone so that we can gather
details from your and get the payment card updated and also help you with
activation without any further delay.
convenience:

Kindle unlimited cancel
Hello,
I'm sorry to know about £7.99 unknown charges on your account.
Upon checking your account, I see that the charges £7.99 are related to Kindle
Unlimited Paid Membership active on your account.
The subscription was initiated as a free 30 days trial on 19 January 2019 which later
was upgraded to paid membership on Tuesday, 17 July 2018 charging you the
monthly subscription fee of £7.99 for July and August 2018
If you wish, I can go ahead and cancel the subscription for you and issue a refund
for the same. However, if I cancel the subscription then you will lose access to
subscription contents, for which we need your permission. We need your
confirmation to cancel the subscription if not needed.
I request you to write us back with the confirmation to cancel the subscription so
that we can help you at earliest with it.
provide you with accurate resolution and in my experience, this is the best way to
be certain that your issue is resolved more appropriately.
You can also cancel the subscriptions as per your convenience by accessing below
links:
Go to https://www.amazon.co.uk/gp/kindle/ku/ku_central
Select "Cancel Kindle Unlimited Membership”
On the next page select "End Membership" to confirm the cancellation.
Your membership benefits will be active until the next billing date.
Let me assure you that we are here to take care of your problem and we do take
full responsibility for any troubles you have with orders, subscriptions and on your
account.
Hello,
This is Glen from the Kindle department, hope you're doing great.
I can understand that you are getting charged for The Kindle Unlimited
subscription for 7.99, and that you would like to cancel it and to get a refund for
it.
I was checking in here Mary, and I found that the subscription started back
on Saturday, 2 September 2017. Per policy here we can only refund the last
month of the subscription, but due to the circumstances, I've Just created a one
time exception for you and I gave you the last 6 months of the subscription, for
an amount of 47.94 pounds.
This amount is going to be on your credit card in the next 5-7 business days.
Was a pleasure to assist you today.
Hello,
I'm sorry for any inconvenience caused regarding the charge for "Kindle
Unlimited" subscription.
I checked your account and see that you signed up for a free trial of Kindle
Unlimited on August 22, 2018. This trial was free of charge for 30 days.
Further checking your account trial was automatically upgraded to a paid

subscription plan at cost of £7.99 for your own convenience. This was the reason
why you've been charged for the Kindle Unlimited and checking your account I
can see that you've borrow 8 Kindle contents under your account.
In this situation, we can cancel the subscription and issue full refund towards
your payment card.
However, before taking any action on your account, I would like to seek your
permission for the cancellation of the subscription. Hence, I request you to reply
to this e-mail and confirm that we have your permission to do cancel and process
a full refund on your payment card.
Once we receive your reply, we'll cancel the subscription and issue refund.
Your patience and understanding in this regard are highly appreciated.
I hope this helps. Thanks for your patience and understanding in this regard.
Music unlimited iOS
Hello,
I understand your concern that you're unable to play or browse Music Unlimited tracks on your iPhone
device through Amazon Music app.
Further, I've checked your account and see that you signed up for "Amazon Music Unlimited for Echo/
Single device plan at £3.99/month."
I'm sorry for any misunderstanding. The "Amazon Music Unlimited for Echo" plan only works with a
Single Alexa device. With that device, you can use your voice to find and play music, or to add titles
from Amazon Music Unlimited to "My Music", but you cannot browse the Music Unlimited tracks
through your mobile apps.
**However, you can still browse the Music Unlimited tracks from the "Amazon Music for Web" page:
(https://music.amazon.co.uk)
Also, while playing music on your Alexa device, you can add those tracks to your "My Music" through
your voice command, and then you can view them on all of your compatible Amazon Music devices, or
add them to your personal playlist(s):
-- To do so, please follow these steps:
1. Start playing a song from Amazon Music Unlimited on your Alexa device. Then ask Alexa to add that
song to My Music (you can say, "Alexa, add this to My Music.").
2. Go to Amazon Music for Web (https://music.amazon.co.uk) on your computer, or launch the Amazon
Music app on one of your compatible devices.
3. Open "Recents" from the Amazon Music menu, and look for the "Recently Added" or "Recently
Added to My Music" list.
4. Select the song you added from your Alexa device, and open the "More Options" menu (look for an
icon with three vertical dots or a downward arrow).
5. Select the "Add to Playlist" option, then select your preferred playlist or create a new one.
**In case, if you want to browse or and/or access play titles from Amazon Music Unlimited on any of
your Amazon Music devices like Android and iOS devices through Amazon Music apps, you can get the
Amazon Music Unlimited Individual or Family plan.
-- To learn more about Amazon Music Unlimited plans and pricing, go to:
(https://www.amazon.co.uk/amazonmusicunlimited/).
In case, if you'd like to get more details or have any other queries, please reply to this email and I'd be
glad to assist you accordingly.
PRIME SETTINGS
Hello Mrs Burke,
This is Chad from the Amazon support team. I sincerely apologise that you are having trouble with
accessing your Prime benefits after relocating to France.
After investigating the matter I have noticed that you have already signed up for a Prime membership
in the France marketplace, this would enable you to receive your shipping benefits. There are two
things that needed to be changed in order for you to receive your Prime benefits in France. I have
made the necessary changes from my end by setting your current address of residence to France. The
only thing that needs to be done now is to change your marketplace settings.
This can be done using the steps and link below:
1. Go to Manage Your Content and Devices (https://www.amazon.co.uk/mycd).

2. Under Country Settings, select Change.
3. Enter your new address.
4. Choose a supported country and select Update.
5. In the Marketplace notification, select learn more and select Transfer your Kindle account to. . .
Once you select this option, your Amazon account is transferred to your new country.
I hope that the above steps helped you to solve the problem you are experiencing.
If you require any further assistance, Customer Service can be reached by phone, e-mail and chat 24
hours a day, 7 days a week using the link below:
Thank you for taking time to contact Amazon. Have a great day.
Magazine cancel
Hello Kelly,
I understand that you would like to cancel "Inside Soap UK" subscription active on your account.
To help you with it, I've cancelled the subscription for you.
Be assured as it was started as free trial you were not charged for it.
Please be assured that you will not be charged for this subscription in future as I've cancelled the subscription from
my end and set the auto renew to "NO".
Just so you know, anytime later needed you can manage active subscriptions and reactivate a cancelled
subscription at any time from the Manage Your Content and Devices page at:
http://www.amazon.co.uk/mycd
Just so you know, in Your Account, the Your Memberships & Subscriptions page gives you a central location for you
to view, activate and manage subscriptions:
https://www.amazon.co.uk/yourmembershipsandsubscriptions
I would love to hear your feedback on the service provided to you today. Please share your thoughts via the 'Did I
solve your problem?' link below
Magazine refund
Ebook refund
Ebook cancel
Hello,
I understand that you would like to return the ebook "The Guilty Feminist” purchased for £7.99
I've checked your account and on your request cancelled the ebook and issued a complete refund of £7.99 for
the same to your original payment method.
statement.
Just so you know, you can request a refund for items purchased from the Kindle Store within fourteen days of
purchase. Visit the Manage Your Content and Devices page (www.amazon.co.uk/mycd), click the Actions tab
for the title you’d like to return, and select “Return for refund”.
For your reference, you can see the payment details for the order from the below link:
www.amazon.co.uk/gp/digital/your-account/order-summary.html?orderID=D01-9809944-0635827
Hello,
I understand that you would like to cancel the order ID for ebooks £22.36
purchased for £4.79
I've checked your account and on your request cancelled the ebook and issued a complete refund of
£4.79 for the same to your original payment method.
You can access below link to order the paperback version of the book
https://www.amazon.co.uk/My-Hero-Academia-Kohei-Horikoshi/dp/1421587025
Just so you know, you can request a refund for items purchased from the Kindle Store within fourteen
days of purchase. Visit the Manage Your Content and Devices page (www.amazon.co.uk/mycd), click
the Actions tab for the title you’d like to return, and select “Return for refund”.
as crystal!
I would love to hear your feedback on the service provided to you today. Please share your thoughts
via the 'Did I solve your problem?' link below
Hello,
I understand that you would like to cancel the ebook "Inhale · Exhale · Repeat:" purchased for £6.49
Also, I'm personally sorry for the inconvenience caused due to the return service not working directly
from your end, I've checked your account and see that as the ebook order was in pending might be
the return service was not working. I've also forwarded your concern to our dedicated accounts team
so that they can check with the account and clear any glitch on account to avoid such instance in
future and you will be able to return the ebook without any issues.
as crystal!

Hello,
I understand that you would like to return the ebook " Beauty and the Lumberjacks" purchased for £
£2.35
I'm sorry to know that the refund request from your end is not working. Might be due to some
technical issue it didn't worked for you. I've also forwarded it to our technical team so that they can
verify your account and clear any issues, so that next time it will be working fine for you.
as crystal!
I would love to hear your feedback on the service provided to you today. Please share your thoughts
via the 'Did I solve your problem?' link below
Ebook refund exception
I hope you are having a nice day. This is Kelvin with Kindle Customer Care.
I am sorry to hear about the problems you have experienced with the Kindle title "Factfulness: Ten
Reasons We're Wrong About The World - And Why Things Are Better Than You Think".
Usually, we only consider returns of Kindle content within fourteen days of purchase. Because of the
circumstances, I'll make an exception and help you with the return.
I have requested a refund for "Factfulness: Ten Reasons We're Wrong About The World - And Why
Things Are Better Than You Think" in the amount of £8.99.

www.amazon.co.uk/gp/digital/your-account/order-summary.html?orderID=D01-0829513-0139814
Just so you know, you can request a refund for items purchased from the Kindle Store within fourteen
days of purchase without having to contact Customer Service. Visit the Manage Your Content and
Devices page (www.amazon.co.uk/mycd), click the Actions tab for the title you’d like to return, and
select “Return for refund”.
I hope this helps!
Thank you for using Kindle. Have a nice weekend.
GSD refundable
Hello Lawrence,
This is Lee-Ann from the Games and Software Support Team. Thank you for taking the time to get in
touch with us.
I've received your email and I am sorry for any difficulties you've experienced and any inconvenience
that may have been caused.
From your email I understand that when attempting to redeem the codes, it is indicating that it is
expired. In this instance we are unable to provide you some troubleshooting for the codes as the
developer of this product is Microsoft.
I highly recommend that you please contact Microsoft, the publisher of "Xbox Live 3 Month Gold
Membership| Xbox Live Download Code " and have a chat with them explaining to them the current
situation. They are currently in the best position to assist you with this matter. Please save the chat
transcript when contacting them, should they not be able to resolve the issue and recommend a
refund, we would need the chat transcript as a Contact reference.
I've provided their contact information below:
http://support.microsoft.com
https://support.microsoft.com/en-gb/contactus/
Should you need to get back in touch with us, please do not hesitate to do so. We can be reached by
phone between 6am-Midnight, seven days a week using the following link:
https://www.amazon.co.uk/gp/help/customer/software-downloads
Thanks for your interest in Amazon Games and Software Downloads.
Hello Lawrence,
I'm sorry that the code doesn't work for the order "Xbox Live 3 Month Gold Membership + £10 FREE
Credit | Xbox Live Download Code".
Further, I can understand that you've contacted Microsoft and the issue still persisting.
Unfortunately, we don't have an option to re-issue the code. To help you out, I've now issued you
refund in the amount of 14.99 GBP to your account so that you'll be able to re-purchase the code
using the below link:
https://www.amazon.co.uk/dp/B07847Q1R9.
Please allow the bank 5-7 business days to process the refund.
However, I've passed your feedback to the Amazon Games & Software Downloads team for
consideration as we make future improvements.
Hello Patricia,
I'm sorry that you are experiencing issue with the order for "McAfee 2017 Total Protection 5 Device
[Online Code]
". This is really not what we want our customers to experience.
To help you with it, I've checked your account with the order ID and found that due to some issues
with the order the order was not fulfilled to your account.
Also, I see that the order is cancelled by system due to some technical issues that's the reason you
didn't received the code to download the software.
Also complete amount of £19.98 is refunded to your original payment card. Refunds usually go
statement.
I request you to place a new order so that it can be completed and you'll be receiving new code to
download it.
dedicated games/software team so that they look into it and find the cause of issue so that it should
not be repeated in future.
customers.
you.
Cloud drive folder on Mac
Hello,
I understand that you are concerned with the Photos and Videos stored on the Cloud.
I would like to inform you that as the Photos and Videos stored in an Amazon drive folder are the one
that are sync with the cloud. The copy of all the photos and videos will be available on cloud storage
so that you can access it from anywhere you want it and any time.
If you delete the photos from the Amazon drive folder then the same changes will be reflected on
your Cloud and will be deleted from there too.
Amazon drive application on your MacBook is an interface so that you can manage the files on your
cloud and will not take space on your MacBook for files storage as the files are stored on Cloud.
For more details, I request you to access the below link to get information on Amazon Drive
https://www.amazon.com/gp/help/customer/display.html?nodeId=201601260
If you need any further assistance, please do write us back . We will be happy to assist you with all
your concern and help you with resolution to your satisfaction.
Cloud tag people
Hello,
I understand that you are concerned with the manually adding and removing tags from photos.
Amazon Prime members can use image recognition to organise photos based on the people that
appear in them, and name/tag people in their photos so they can find photos containing particular
people more easily. The labels for people are private to the customer's account and not visible by
other people, including other people in their Family Vault.
Amazon Prime members can easily locate photos in their account by searching for the contents in the
image - including people, places, things, and date taken.
When the “Find people places and things” (Image Recognition) setting is ON, the Prime Photos
software identifies things in an image (like a boat), as well as places and people’s faces.
The owner of the Family Vault manages the settings for image recognition for the Family Vault, which
apply to all members.
You can enable or disable the “Find people, places and things” image recognition setting from the
Prime Photos website under Personal Settings.
You can label and organize People groups under the People view. If you see more than one group of
photos under the People view that show the same person, you can combine the groups so photos of
that person are organized together.
From WEB:
Access https://www.amazon.co.uk/photos/people
In People view, locate the group of photos you want to label and click "Who's this?" then enter label of
the person in the photos.
You may also see multiple groups for the same person. To combine these groups of photos:
Select “People”
Click on the check marks to select the groups of photos you want to combine.
Click on “Combine” in the upper right corner.
Enter the label of the person (or select from an existing label in the drop down) and select “OK,
Combine.”
Android:
Select “People” from the menu at the bottom of the screen.
Tap and hold the first group of photos.
Tap on each of the groups of photos you want to combine.
Tap “Next” in upper right corner.
Label the photo group.
Tap “Combine”
iOS:

Tap on the “Combine” icon (in upper left corner).
Select the people you want to combine.
Tap “Combine” in upper right of screen.
Tap “OK”
If you select an existing label from the drop-down menu, the selected photo groups will be combined
with the existing group. If you add a new label, you will create a new photo group with that label.
After you label a People group, you can search for photos of that person using their label.
Also, as of now the option to tag and keep the single person in a complete photo is not available. I've
taken this feature to be added soon in the Amazon photos as a feedback so that it can be looked into
by our development team so that they can work on it and release the feature at earliest. Be assured
Customer feedback are always taken care care of at Amazon, as this is what our customers needs from
us.
customers.
customer with the best of our service so we can ensure that we fulfil of their needs,
I hope that you will allow us some time so that this feature can be looked into by our development
team.
Face recognition
Hello,
I'm sorry to know that you are experiencing issue with photos stored on Amazon cloud drive that are
not getting stored in correct folders as per your convenience and photos appearing under incorrect
names.
From the details you shared with me, it seems to be some technical glitch from the Amazon server
end on your account or some settings issue. According to its working , the photos should be sorted
and stored as you need them.
To help you with it, we need to escalate the issue to our dedicated higher technical support team so
that they can verify account settings and storage on your account and find out the root cause of issue
and get it corrected for us and help us to get the issue will be resolved at earliest.
we need a small help from your end with answers to few details of the issue so that we can escalate it
to team with more and exact details. I request you contact us via live chat or free phone so that we
can gather needed information from you regarding the issue.

Meanwhile, I request you to try with the below steps and let us know with the result so that we can
update the same to technical team.
Disable the image recognition and manually sort the images as you need and label them and check so
that we can come to know if the issue is with exactly image recognition not working or some other
issue.
The owner of a Family Vault manages the settings for image recognition for a Family Vault. If you're a
member of another person’s Family Vault and want to change your image recognition settings, contact
the owner of the Family Vault.
You can enable or disable the “Find people, places, and things” image recognition from the Amazon
Photos website or mobile app under personal Settings.
To update on the iOS app,
1. Select More
2. Select Settings
3. Select Image Recognition
4. Select Toggle
5. In pop-up window, check the three boxes to confirm you want to turn off
6. Select Turn Off
Once disabled, you can label and organize People groups under the People view. If you see more than
one group of photos under the People view that show the same person, you can combine the groups
so photos of that person are organized together.
From WEB:
In People view, locate the group of photos you want to label and click "Who's this?" then enter label of
the person in the photos.
You may also see multiple groups for the same person. To combine these groups of photos:
Select “People”
Click on the check marks to select the groups of photos you want to combine.
Click on “Combine” in the upper right corner.
Enter the label of the person (or select from an existing label in the drop down) and select “OK,
Combine.”
iOS:

Tap on the “Combine” icon (in upper left corner).
Select the people you want to combine.
Tap “Combine” in upper right of screen.
Tap “OK”
If you select an existing label from the drop-down menu, the selected photo groups will be combined
with the existing group. If you add a new label, you will create a new photo group with that label.
After you label a People group, you can search for photos of that person using their label. The labels
you apply to the photos helps you organize and find photos in your libraries
We hope you can contact us soon so we can help solve this problem quickly. We are always here to
I seek your patience and support while we together work on it for you.
Apple ID disabled
Hello,
I understand that you are experiencing issue with updating applications on your iPadAir
From the details you shared as you are receiving the message "ID has been disabled", it can be the
apple ID is disabled.
Your Apple ID is the account you use to access Apple services like the iTunes Store, App Store, iBooks
Store, iCloud, iMessage, Apple Music, Apple News, or Podcasts. You can sign in to all Apple services
with a single Apple ID and password. As the application are installed from App store and ID is disabled
you are receiving the message while updating the application
You can also access below link and check with the steps to enable the ID and then go ahead and
update the Amazon application.
Also, I'd request you to contact us via live medium chat or free phone so that we can collect more
information on the issue and troubleshoot the issue in real time without any delay.
I realize that at this point of time asking you to contact us again would be troublesome, but in a
resolution and this is the best way to be certain that your issue can be resolved more appropriately. As
performing any wrong steps would cause the photos deleted from Amazon photos application and I
don't want that to happen.

We hope you can contact us soon so we can help solve this problem quickly. We are always here to
Fraud
Hello,
This Christopher from Amazon, I hope you are doing great.
I checked your email about the order being held and also checked your previous correspondences, I
went ahead and followed the same procedure a colleague had done which was a request for our team
to whitelist the order, I went ahead and did something else this time around, I also requested to
whitelist the whole account since it seems you do purchase digital content very often and I am pretty
sure that would be more useful than just doing it with the order.
I understand this is annoying since it does not let you place orders as you please without having to go
through extra steps to get the desired content, I won't explain the reasoning behind us marking the
orders as fraud or in other words putting in a pending status because that was already explained to
you and there is no point on me repeating the same thing which would lead to the same outcome and
that is not what we are looking for.
I want to get in contact with you again as soon as we get an answer from our team so I can personally
inform you what result it had(I am mainly talking about my secondary request which was for your
account itself, not only the order).
Here I will give you a case number that is related to this request I have been talking about:
0160826412
Going back to your original concern, we sent the request to process the order already so we will do so
as soon as we can just as you requested us to do.
I hope this helps, have a great day.
Pre-order
preorder
Hello,
I understand that you would like to cancel the ebook which is still under pre-order and not yet
released.
I've checked your account and see that the ebook you are referring to is "The Road To Heaven:" . On
your request, I've cancelled the pre-order. Be assured you won't be charged for it.
Also, I see that the other ebook that was per-ordered and released is "reputation" . This ebook was
cancelled and also refund of £2.99 is initiated for the same.
As you have Kindle unlimited subscription active on your account you can read the ebook "reputation"
free of charge.
Please access the below link and click on "Read for £0.00" and complete the order to get the ebook
delivered free to your device.
I once again apologise that the ebook was charged for you and later it was available in Kindle
unlimited catalogue. Publishers change the list prices of titles, and with so many titles in our catalogue
there will be a few instances where an item's price may have changed.

Alexa Wifi / Echo wifi
Hello,
I understand that you would like to update the Wifi for Echo Dot (2nd Gen) registered on your
account.
If you change your Wi-Fi settings, you can save your updated settings to Amazon by running any
compatible device through Wi-Fi setup from the Alexa app.
1. In the Alexa app, go to the menu, and then select Alexa Devices.
3. Select Change next to Wi-Fi Network. If you're adding a new device to your account, select Add
Alexa Device instead.
4. On your Echo device, press and hold the Action button until the light ring changes to orange. Your
mobile device connects to your Echo and a list of available Wi-Fi networks appears in the app.
Note: The Alexa app may ask you to manually connect your device to your Echo device through your
Wi-Fi settings.
5. Select your Wi-Fi network and enter the network password (if needed). If you don't see your Wi-Fi
network, scroll down and select Add a Network (for hidden networks) or Rescan.
You can also check with the below link to get the steps to update Wifi on Echo device
Hello John,
I'm sorry to know that you are experiencing issue with the Echo setup not connecting to Wifi.
To connect the Echo to Wifi:

In the Alexa app, select the Devices icon (looks like home icon)
Select your device.
Select Change next to Wi-Fi Network and follow the instructions in the app.
Select your Wi-Fi network and enter the network password (if needed). If you don't see your Wi-Fi
network, scroll down and select Add a Network (for hidden networks) or Rescan.
In case if you are experiencing issue even after performing same steps as above, I request you to
perform below steps.
1. You can restart your Internet modem, and router to resolve most intermittent Wi-Fi issues.
2. Factory reset the Echo device so that any glitch with the Echo will be cleared:
You can find instructions on how to reset your device here:
https://www.amazon.co.uk/gp/help/customer/display.html?nodeId=GK7P5SPCQ3MN65VR
3. Now try to connect Echo to Wifi using above steps.
In case if you experience same issue, I request you to contact us via live chat or free phone so that we
can together work on the issue in real time and perform troubleshooting steps accordingly and get it
work for you without any delay.
resolution and this is the best way to be certain that your issue can be resolved more appropriately.

Replacement payment card needed

Hello,
I'm sorry to know that you are experiencing difficulties to get the replacement.
I've checked our previous correspondence with you and see that my colleague tried to create a replacement and as
the payment card was not added system failed to create a replacement tablet for you. A replacement couldn't be
created unless credit card is linked to your delivery address.
We need the payment card details that you used to order the tablet so that the system can authenticate the details
and proceed with the replacement. Since we're replacing the item before returning the defective item, a valid credit
card is required.
As set out in our returns policy, if the original order isn't returned within 30 days of the replacement being issued,
we reserve the right to charge your payment card for the value of the original item. Therefore, in accordance with
this policy, we can't replace orders where the original payment card is not going to be valid past the 30-day period
or if its not authorised by the card issuer.
I request you to access below link and validate the payment method being used for your replacement order:
https://www.amazon.co.uk/gp/css/account/address/view.html
Click the Change button under payment method. When prompted, enter your credit card number or choose an
existing payment method to approve orders for your preferred shipping address and click on Continue.
Once you've completed this step, please contact us so we can complete your replacement order:

We'd appreciate your feedback. Please use the buttons below to vote about your experience today.
180 days
Hello,
I'm sorry to know that "Miss R Herd" was removed accidentally from Amazon Household and
understand that you would like to add it back to Household.
I've checked your account and see that the profile is removed and if you remove a linked adult profile
from your Amazon Household or leave a household, you will not be able to link another account to
your household or join another household for 180 days.
However, if you wish, as an exception I can go ahead and reset the 180 day waiting period from the
system for you, so you can link other accounts again.
To help you with it, I've reset the waiting time from 180 days time to 0 days and so that you can add
new members without any waiting.
I would've surely added "Miss R Herd" to your prime account, however due to your account security
reasons in email medium we don't have authority to make this changes to your account and system
won't allow us.
Be assured as I've reset the waiting period, I request you to please follow below steps and add the
profile to your account again.
Below are the steps to create household and share books via family library.
1. Go to Create Your Household, https://www.amazon.co.uk/myh/manage, in Your Account and sign

in.
2. Select ”Add an Adult” under ”Setup your Household now”.
3. Have the other adult verify their existing Amazon account information, or create a new account.
4. Once the second adult verifies or creates their account, select whether you agree to share your
payment methods, Amazon content and services, eligible Amazon Prime membership benefits, and
management of any child profiles. You'll also have the option to only share the management of any
child profiles.
(In order to share Family Library and select Amazon Prime benefits, both adult account holders need
to authorise each other to use all payment cards associated with their Amazon.co.uk accounts for
purchases on Amazon.co.uk. This will not affect either of their current payment settings, but each
adult will be able to copy the payment cards of the other account to his or her Amazon account and
use them for purchases with Amazon.co.uk. To share Prime Video streaming, both adults must have a
1-Click billing address and payment method within the UK. If you don't, you'll be asked to provide this
during the sign up process.)
5. Click Create Household.
After you create your Household you'll be prompted to review your content sharing settings through
Family Library. If you don't wish to share any content at this time or in the future, uncheck all of the
boxes next to the content types. You can always go back and choose to share content at a later date.
You can access below link to check with the steps to create household and share the books.
can gather few details and work together in real time to help you further with it.

as crystal!
Hello Heather,
I understand that you would like to know if you continue with the Prime video can you change the
Household adult details.
I've checked your account and see that household is created on your account and also Prime
subscription is active on your account.
Yes, you can update and change the household adult details even if you continue with the prime after
30 days trial.
If you remove a linked adult profile from your Amazon Household or leave a household, you will not
be able to link another account to your household or join another household for 180 days.
You will be able to join another household or add a new account to your household after 180 days if
done from your end.
You can manage the household members by accessing below link:
https://www.amazon.co.uk/myh/manage?
Also you can check with the below link to get more details on creating, managing household.
However, if you wish, as an exception I can go ahead and reset the 180 day waiting period from the
system for you, so you can link other accounts again.
In this case, I request you to reply to this email, once you remove the previous members from the
household and ready to add new members so that we can reset the180 days time to 0 days and you
can at same moment add new members without any waiting.
Hello Peter,
This is Jeremy from the Amazon support team, I hope this e-mail finds you well.
I’ve reset the 180 day waiting period so you can link accounts again.
To answer your question, the reason why we have this system in place is to prevent sharing abuse with
our Prime benefits.
For instructions on linking Amazon accounts, visit:

Thanks for using Amazon.

Intl Quota
Reset intl quota
Intl purchase
Hello,
I'm sorry to know that you are experiencing difficulties to purchase ebooks while in another country.
I've checked our previous correspondence with you and understand that you are in Dubai. Kindle content supplied
from Amazon.co.uk is only available to customers located in the United Kingdom, Jersey, Isle of Man, Guernsey,
Ireland and Gibraltar.
In this case, I’ve unlocked the purchase for you and reset the international purchase quota for you so that you will
be able to purchase 5 more ebooks directly from your end.
I request you to once sync the Kindle so that settings can be updated on your Kindle and you will be able to go
ahead and get ebooks on your device.
To sync tap the Quick Actions icon from the Home screen and then tap Sync My Kindle.
Now, you can purchase more ebooks on your account.
Alexa feedback
Hello,
I'm sorry to know that you are experiencing connectivity issue with the Alexa device.
Thank you for your reviews and feedback with adding the feature of auto connect with voice
command. I've forwarded your feedback to our dedicated Alexa development team so that they can
look into it and at earliest add that feature available via updates so that it can be convenient for our
customers to interact with Alexa devices.
Be assured, customer feedbacks are always taken care at Amazon, as this is what our customers want
from us to improve our products and how we can make them easier to use.
I really appreciate your point of view and bringing it to our notice.
Regarding reset the Alexa device, you can also reset the Alexa with the physical buttons on it and also
from Alexa application.
1. Press and hold the Microphone off and Volume down buttons at the same time until the light ring
turns orange (about 20 seconds). Then the light ring turns blue.
2. Wait for the light ring to turn off and on again. The light ring then turns orange again, and your Echo
account.
Also from the email, I see that you referred regarding connectivity issue with the Echo dot using EE's
Buzzard2 in car as wifi device.
I would like to inform you that Echo devices requires a constant network connectivity which is not
fluctuating. If there is a fluctuation in the network speed it may get disconnected from network. As
you are using EE's Buzzard2 the connectivity issue can be due to fluctuation too. Amazon Echo
connects to dual-band Wi-Fi (2.4 GHz / 5 GHz) networks that use the 802.11a / b / g / n standard.
Amazon Echo does not connect to ad-hoc (or peer-to-peer) networks.
You can check with the below link to get details on connecting Echo with Wifi
I request you to once connect Echo device in a home or other constant Wifi connection and check if
you experience same issue so that we can confirm if the issue is with the Echo you own. If it is then we
can get the Echo dot device replaced free of charge for you under warranty.
Once again, thank you for your feedback, We'll surely try an action upon your request as soon as
possible.
Prime video app issue

PV issue
PV TV issue
prime video TT
PV tt
https://tt.amazon.com/0160830338
When you restart the device system start up from scratch, refreshing all software and processes from
square one
Hard restart works at hardware level
prime video not available
Prime video available no

Hello,
I'm extremely sorry for the inconvenience caused as the subtitles are out of sync with the video. This
is really not what we want our customers to experience.
Thank you for bringing it to our notice. I surely want to help you with it and get it corrected for you at
earliest and do not want you to be at loss in any case.
To ensure utmost attention, I've forwarded your comments as a feedback to our dedicated Prime
video team so that they can check with the content owners for the issue and get it corrected at
earliest. Be assured, customer feedback are always taken care at Amazon as this is what our customers
want from us to help us improve customer experience.
I completely agree that the video is interesting and you would like to watch it at earliest without any
issues, be assured as we've forwarded the issue our team will get it rectified at earliest.
As soon as we have any information regarding the same, we would communicate the same through
our website and also if possible through any means of communication.
customers.
team.

Hello,
I understand your concern regarding the "Andromeda" Season 1 in Amazon Prime Videos.
Upon checking my resources, I'd like to inform you that the selection of Prime Video titles is always
changing. Some of our Prime Video titles are only available for a limited time period, and it is not
possible even if you try to buy or rent to watch it.
For all titles currently available on Prime Video, visit:

https://www.amazon.co.uk/piv
When we make a series or specific video available to watch for our customers, as we are not the
owners of the Video, we do so by first entering into an agreement with the owners and publishers of
video and we have to follow their guidelines due to licensing agreement.
I hope you understand this is not a decision that Amazon made.
We're constantly working with our partners to improve our catalog to make sure that Prime Video
members have access to the best selection of movies and TV shows possible.
********************************
To help you out, I'll share your feedback with our Amazon Videos development team. I know they'll
want to hear about your experience.
I have summarized and forwarded your comments expressing your desire to be able to stream the
remaining episodes of "Andromeda" Season 1 using Prime to our Amazon Video Business Team. They
will consider your comments and try to have better agreements with the content owners and get the
remaining episodes added to the Prime Catalog pretty soon.
satisfaction.
apologies for this.
Hello,
I'm sorry to know that you were charged for watching the video "Pretty Woman" even being a prime
member.
I've checked your account and see that you were charged £3.49 for the video.
On checking with the video details I see that you were charged £3.49 is for renting the movie in HD as
it is not included in the Prime catalog.
Amazon Prime and Prime Video members receive unlimited streaming benefits, meaning you can
watch thousands of movies and TV shows that are available in Prime catalog at your convenience.
You can see a complete list of titles currently included in the Prime Video catalogue, here:
https://www.amazon.co.uk/pv
You can check with the videos marked as "Prime" . That videos will be available under prime category.
Also, you will directly see option "Watch Now" button for eligible Prime titles.
The videos labeled as Included with Prime are available to watch with an eligible Prime membership
free of charge. The selection of available titles is always changing-- movies and TV shows are added to
Prime Video and occasionally titles are removed depending on our agreements with content owners.
Also, I've forwarded your comments as a feedback to our dedicated Prime video team so that they can
consider bringing the video "Pretty woman" under prime catalog by contacting with the content
owners. Be assured, customer feedback are always taken care at Amazon as this is what our customers
want from us to help us improve customer experience.
Also, if you wish I can go ahead and issue a refund for the same to your account if you don't want to
continue with the video. However if I cancel the video you may loose access to video for which we
need your permission. I need your confirmation to issue a refund.
We will be happy to assist you.

5505 error
Hello Joseph,
I'm sorry to know that you are receiving error 5505 on Fire TV stick while playing videos.
From the details you shared the error occurs if the Video Home region on your account is different
than the one you are physically located.
To get it right, I've made necessary changes on your account.
Also, on checking with the device details, I see that there are updates available for Fire TV stick. I
request you to update the Fire TV stick, deregsiter and re register it with your Amazon account so that
changes we made on account will be reflected on device and will be working fine.
1. Update Fire TV stick:

2. Open "Device" and then select "About" to view the current software version.
3. Select "Check for System Updates" to see if an update is available for your device. If so, it starts
downloading automatically.
4. After the download is complete, select "Install System Update".
2. Deregister and Re-register:
Now to complete this process on your Fire TV device, go to Home>Settings>My Account. Select
Deregister. Return to My Account and select Register.
You can clear data from the Prime Video app for the changes to appear more quickly by accessing
below steps:
After you've cleared the data,restart the Fire TV stick and now check if you are able to play videos fine.
I'm positive it will be working fine for you.
In case if you find any difficulty please do write us back so that we can escalate the issue to our higher
technical support to help us get the issue solved at earliest.
Also you can contact us via chat or free phone so that we can work together on concern in real time
and get the issue resolved without any further delay.

Appreciate your valuable time and patience.
Hello,
I'm sorry to know that you are receiving error 5505 on Fire TV stick while playing videos.
From the details you shared the error occurs if the Video Home region on your account is different
than the one you are physically located.
I've checked your account and see that all the settings on your account are set to UK except the Video
region setting. It was set to United States.
To get it right, I've made necessary changes on your account.
You can also update the Country settings to UK by performing below steps.
1. Go to Manage Your Content and Devices (https://www.amazon.uk/mycd).

2. Under Country Settings, select Change.
3. Enter your new address.
4. Choose a supported country and select Update.
Now to complete this process on your Fire TV device, go to Home>Settings>My Account. Select
Deregister. Return to My Account and select Register.
It may take between 24-48 hours for the changes to be reflected. You can clear data from the Prime
Video app for the changes to appear more quickly by accessing below steps:
After you've cleared the data,restart the Fire TV stick and now check if you are able to play videos fine.
I'm positive it will be working fine for you.
In case if you find any difficulty please do write us back so that we can help you further with it.
Also you can contact us via chat or free phone so that we can work together on concern in real time
and get the issue resolved without any further delay.

Fire For Kids cancel
Hello,
Upon checking your account, I see that the subscription was activated on Wednesday, 28 March 2018 charging you
£1.99/ month from April 2018 to July 2018
As you referred the subscription is not used, I've cancelled the subscription for you and as an exception issued a
complete refund of £7.96 ( £1.99 x 4 months) to your original payment method.

statement.
Just so you know, anytime later if needed you can cancel the subscription by following below steps:
1. From the Parent Settings screen of Fire for Kids app in tablet, tap Manage Content & Subscription.
2. Enter your parental controls password and then tap OK.
3. Under Manage Subscription Content, tap Subscribe to Fire for Kids Unlimited.
4. Select a monthly subscription plan.
Hello Kerri,
I'm sorry to hear that you have charged for Fire for Kids Unlimited subscription.
Fire for Kids is an app included on all Fire tablets that allows parents to create a customised content
experience for each of their children.
Please be informed that while using Fire for Kids, children can enjoy the content parents make
available to their profile, and parents can prevent children from accessing content or features outside
of their Fire for Kids Profile.
I've checked our records and can see that you have been charged 1.99 for the Fire for Kids Unlimited
subscription. You have signed up for a free trial of Fire for Kids Unlimited subscription on March 27,
2016.
This promotion was free of charge for the 1 year time period listed in the confirmation you received.
Since your subscription was not cancelled during your trial, it was automatically upgraded to a paid
subscription plan.
In this situation, we can cancel the subscription and issue full refund towards your payment card.
Hence, I request you to reply to this e-mail and confirm that we have your permission to do cancel and
process a full refund on your payment card.
Once we receive your reply, we'll cancel the subscription and issue refund.
Your patience and understanding in this regard are highly appreciated.
Thanks for your understanding this regard.
App install / error 505 / Google play store / install appstore
Hello,
I'm sorry to know that you are experiencing issues to download and use Shopping, Kindle and music
application on Huawei P smart phone.
In order to download and install any Amazon app on your device, Firstly, we'd recommend you to
download and install the "Amazon Appstore" app on your Samsung device using the link below:
https://www.amazon.co.uk/b/ref=UTF8&node=14054721031
After installing the Amazon Appstore app on your Android device, you can download and install
Amazon apps through it.
-- To download and install the apps.

1. Open the Amazon Appstore App on your Android device.
2. Open the Menu.
3. Expand the Apps & Games sub-menu.
4. Tap Your Apps.
5. Select the "CLOUD" tab.
6. Tap Install next to the app to start the download and installation to your Android device.
Further, regarding your issue with the shopping application, I've forwarded your concern to our
dedicated team, be assured they will contact you soon and help you with it at earliest.

Wake word
Hello,
I'm sorry to know that you are experiencing issue with Alexa wake word.
From the details you shared with me it seems to be some intermittent issue with the Echo device.
I request you to once restart the Echo device and check if it works fine.
Also you can try changing the wake word and check if Alexa responds to the wake word.
To manage the wake word in the Alexa app:
Go to the menu and select Alexa Devices.

Select the device, and then select Wake Word.
Select a wake word from the list, and then select Okay. When customers change the wake word, the
light ring on Echo devices flashes orange briefly.
In case, if the issue still persists, I request you to contact us via live medium like chat or free phone so
that we can help you with advance troubleshooting steps in real time and get it work for you and also
if needed escalate the issue to our dedicated technical team for further insight.

Alexa audible book
I'm sorry to know that Alexa doesn't play Ricky Gervais's audiobook while it plays Richard Dawkins
book without any problem. I'll be happy to help you out.
As your Alexa doesn't play your commanded audiobook, follow these steps:
1. Please check that your Audible account with an username, is linked to your Amazon account on
your Echo devices.
To do this, visit: https://www.audible.co.uk/acc-merge and follow the instructions. If you purchase
your Audible audiobooks from Amazon, or you use your Amazon account information to sign in to
Audible's website, your Amazon account is already linked to your Audible account.
2. Open the Audible app on a supported device. For a list of supported devices and download
instructions, go to: https://www.audible.co.uk/mt/Apps.
3. Play the audiobook in the Audible app, and then pause it.
4. Close the Audible app.
5. Ask Alexa to play your audiobook. Alexa should begin playback of the audiobook.
Please do not worry, if you still have trouble playing your desired audible book, I'd request you to
reach Amazon Device Customer Support (phone/chat) so that we can perform real-time
troubleshooting with the device and gather additional information to take the next appropriate step
necessary.
Music unlimited plans
Hello,
I understand that you are unable to use the Music unlimited plan on the new Echo (2nd Gen).
I'm sorry for the misunderstanding, on checking your account I see that Music unlimited Echo plan is
active on your account charging £3.99 /month
I would like to inform you that the Music unlimited Echo plan is a single device plan, that is it is bind to
the single device on which it is activated and you can't use the subscription to play music on other
Echo device. I see that the subscription is bound to your Echo device with serial number
G2A0RF0374720NGR that was purchased in 2017. That's the reason you are unable to play music on
new Echo device.
If you wish you to have the music unlimited subscription access on other devices too then you can
upgrade the Music unlimited plan to either Music unlimited family plan or Music unlimited plan.
Below are the details of the all the Music unlimited plans:
1. Amazon Music Unlimited – Listen on any of your compatible Amazon Music devices (computers,
Android, iOS, Fire tablets, Fire TV, Echo, Echo Dot, Amazon Tap, and supported third-party sound
systems). You can also download songs on mobile devices for offline playback.
2. Amazon Music Unlimited for Students – Eligible students receive a discounted rate on the Amazon
Music Unlimited plan. To be eligible, students must be currently enrolled at an accredited college or
university, and provide verification through SheerID.
3. Amazon Music Unlimited Family – Six family members (subscriber, plus 5 invitees age 13 and older)
can listen on any of their compatible Amazon Music devices (computers, Android, iOS, Fire tablets,
Fire TV, Echo, Echo Dot, and supported third-party sound systems). They can also download songs on
mobile devices for offline playback.
To view subscription pricing and available free trial options, go to:
https://www.amazon.co.uk/amazonmusicunlimited
You can make changes and upgrade to different music unlimited plan by following below steps:
You can view and manage your Amazon Music Unlimited subscription plan from Your Amazon Music
settings in Your Account:
1. Go to: https://www.amazon.co.uk/gp/dmusic/player/settings
2. Go to the "Amazon Music Unlimited" section to find your plan
3. Select your preferred renewal option—pricing information is listed next to each one
4. Review changes to your renewal date and pricing on the confirmation screen, and confirm.
Also you can command Alexa (Echo device purchased in 2017) as "Upgrade Amazon Music" so that it
can upgrade the music plan for you.
You'll see your updated plan information in your subscription details.Your new plan and pricing take
effect immediately, and you'll receive a refund for the remaining period of your current Amazon Music
Unlimited for Single Device plan.
Kids profile
Hello,
I'm sorry to know that you are experiencing difficulty to get the Kids profile icon on Fire HD 8 (7th Gen) Kids Edition
from home screen by swiping down from top of screen.
Upon checking your account, I see that there are updates available for your tablet.
Software update adds several new features and includes important bug fixes to improve performance on your
device. Periodically, Amazon apps and features will be automatically updated to improve functionality and usability.
Swipe down from the top of the screen and select Settings(gear)- Device - System Update - Check Now. If
necessary, the update will be downloaded and when complete, you will be prompted to complete the installation.
Your device will automatically restart to complete the update.
Now de-register and re-register your account from tablet by following below steps so that any glitch with the account
linking will be cleared and will work fine for us.
2. Tap My Account.
3. Tap De-Register and de-register the tablet. Again tap on the register option and login with your Amazon
credentials.
Now restart the tablet and to get into kids profile swipe from top of the screen and select the profile icon there and
you will be able to see all the child profiles created on tablet and select one to enable it on tablet.
In case you find any difficulties, please do write us back with confirmation so that we can help you further with it.
Also you can contact us via free phone or chat , so that we can together work on the issue and get it right and also
if needed escalate the issue to our dedicated technical team to get the issue resolved at earliest.
You can also reach us via chat or freephone directly by clicking the Contact Us option at a time that best suits you
on any of our Kindle Support pages at:
Rest assured, we are here to take care of issues you encounter and we always endeavour to provide the best
service to our valued customers and aim to ensure that the issue is resolved to the fullest satisfaction.
IOS continuous scrolling
Hello,
I understand that you would like to turn OFF continuous scrolling feature in the Kindle reading
application on your iOS device.
I request you to perform below steps to turn OFF the continuous scrolling in Kindle application.
1. Open the Kindle reading application on your iOS

2. Open any ebook you want.
3. Tap at the centre or anywhere on the page
4. You will see the Aa menu at top
5. Tap on it and at bottom you will see option "Continuous scrolling" . Tap on the button next to the
option and it will be turned OFF
You can also access below link to check with all the features of the application for iOS device
I'm positive about steps would work and you will be able to turn OFF the continuous scrolling.
Prime video recording
Hello Peter,
I understand that you would like to record and save Prime Videos using your Fire TV Stick. I'll be glad
to assist you with this.
I'd like you to know that unfortunately, at the moment recording feature is not available with Fire TV
stick or any other devices due to copy content rights from the content owners of the videos available
through Prime Videos and on our website.
But please be assured that we're constantly working to improve our catalogue to make sure that
Prime members have access to the best selection of movies and TV shows possible and as you want a
recording feature, customer feedback like yours is very important in helping us continue to improve
the experience of using our digital video service. I've forwarded your message to our Prime Video
development team for consideration as we make future improvements.
Thanks for taking the time to write to us with what you want.
For further questions, please contact us back on the below link:

Unknown app purchase
Unauthorised purchased
Fire TV accidental purchase
Hello,
I'm sorry to know about unknown order of game "Tic Tac Toe" on your account.
I've checked your account and see that the game was ordered on Saturday, 25 August 2018 19:17
(BST) on your account.
On further checking with order ID, I found that the order was placed from the Amazon Fire TV stick
(2nd Gen) with name "mrs's 2nd Fire TV stick" and serial number G070L80874170KB6 registered on
your account.
To cross check about these purchases, I've contacted our investigation team and they have checked
your account thoroughly, informed us that your account is secure and there has been no fraudulent
activity on your account. Amazon takes all security-related matters very seriously, and your account
security is our top priority. We have polices and security measures in place to ensure that your
Also as it was a zero charge order, you were not charged for it.
As all the digital purchases get processed with the default 1- Click payment method and it might be
the reason that accidental purchase was done or might be someone from your family who have access
to your Fire TV accidentally installed the application.
You can setup parental control on Fire TV so that any accidental or unknown purchases can be
avoided.

With this setting turned ON, you must enter the PIN to authorise all purchases from Amazon
You can uninstall the application if not needed by performing below steps:
You can also uninstall apps from Your Apps & Games. Use your Fire TV remote to highlight the app you
want to remove, then press the Menu button to view more Options, including Uninstall.
you.

Music app PC error
Hello,
I'm sorry to know that you are getting error while using Music application on PC.
From the error details you shared with me, the error message appears if you use a proxy Internet
server that’s blocking the app's connection.
You may want to try contacting your network administrator to request Open (unauthenticated) access
on Port #443 (HTTPS) and Port #80 (HTTP) for the following processes:
Amazon Cloud Player.exe

Amazon Music Helper.exe
Morphoupdater.exe
Once done, to sign in from Amazon Music for PC and Mac, click the account name dropdown in the
upper right corner of the application window, and select "Sign in.
Alternately, you can download your Amazon Music purchases and library items directly through your
computer's web browser. Go to your music library (https://music.amazon.co.uk), select the albums or
songs you want to download and click the "Download" option onscreen.
If prompted to install the Amazon Music app for PC and Mac, you can click "No thanks, just download
music files directly." To complete your download:
1. Choose "Save" if your browser asks whether you want to open or save the file(s).
2. Open the file(s) once the download is complete. Most browsers display the status of your download
onscreen, and then give you an option to open it.
3. Files typically save to your browser's default "Downloads" folder. You can then move each of the
music tracks you've downloaded to the preferred location on your computer (e.g. "Your Music" or
"Music").
For more information, check out: https://www.amazon.co.uk/help/music/zipdownloads
In case, if you still experience any difficulties, please do write us back with confirmation so that we can
Also, you can contact us via chat or free phone so that we can work together on the concern in real
time and get the issue resolved at earliest for you without any delay.

FEEDBACKS
At the end of the e-mail there'll be a quick survey where you can leave feedback on the service you’ve
received. We’d love to hear your valuable feedback.
Arrange call back
> I have received your message that you just received a gift card of 40 euros but when you choose to
use your balance, you cant go to the next step. I am sorry for this problem.
>
> I completely understand your reaction and apologize for the inconvenience this problem may have
caused.
>
> In order to clarify this issue and help you resolve it, we may need to reach out to you directly by
phone. In order to do so, we will need some information from you on the best time and way to get in
touch. Please provide the following information if applicable:
>
> 1. The best phone number to reach you at, you can supply as many numbers as needed
> 2. What time and date will be best to contact you
>
> Kindly give us the following information above, directly reply to this email.
>
> I assure you that we will take all necessary measures to resolve this problem as soon as possible.
>
> Thank you for your cooperation and I thank you for your understanding.
>
> See you soon on Amazon.fr.
> We'd appreciate your feedback. Please use the links below to tell us about your experience today.
>
Kindle reading app ios / scroll reading / flick reading
From your email I can understand that you would like to turn off scrolling and want the swipe page
option again on your Kindle for iPhone application.
>
> With regards to your email, I have checked and please be informed with the latest software update,
option for swiping the page has been updated with the scroll reading.
>
> Please be informed that software updates are necessary for Kindle devices and application to debug
the errors and to improve your Kindle application performance and it is not possible to downgrade the
software version from new update to your older version.
>
> In this case, I'll forward your feedback to our development team so that they will bring back all the
old feature and appearance in next software update.
>
> Customer feedback like yours helps us continue to improve the service and products we provide.
Each suggestion will be read and taken into consideration.
>
> If you have any further suggestions that we can implement, please write back to us and we'll surely
look into getting your request looked into by the right department immediately.
>
> Thanks for your patience and understanding
General Help Number
contact us number
Note: We recommend using the "Call Me Now" feature instead for speedy assistance. We'll be ready to
help you straight away based on the information you've already provided.
If you prefer to call the general help line instead, please note that you will need to answer a series of
questions to verify your identity.
Freephone (within the UK): 0800 279 7234
International: +44 207 084 7911 - charges may apply
For Kindle questions:
International: +44 203 356 6212 - charges may apply
null
Price difference
Hello,
I'm sorry to know that the Echo show device is as of now out of stock and not available for purchase.
On checking your account, I see that you are with us since 2004. I personally thank you for being
Amazon family member so long and supporting us always.
I completely understand and agree with you that the Echo show was available at a sale price of £119
and as it is out of stock you are unable to get one for you for the same price.
We always come up with different deals and offers so that all our customers can take advantage of it
and be happy with our services. But as of now the device is out of stock due to large number of orders
by our customers. Hope you understand.
Not to worry, once the Echo show will be available in stock, I request you to go ahead and without any
second thought purchase it for what price it will be available.
Be assured, as an exception we will get the price difference refunded for you, once you place the order
and write us back with the confirmation for the purchase of order.
Also, I've made a note on our email so that when you purchase the Echo show and contact us for price
difference, our team can check with the notes on our conversation and help you with the refund of
the price difference without any delay.
In this way you will be getting the Echo show at the same price of £119.
we are always here to help you at any point of time you need us.

Hello Graham,
Thanks for writing to us about the recent price change for " Fire HD 10 Tablet with Alexa Hands-Free,
10.1" 1080p Full HD Display, 32 GB, Black - with Special Offers".
Please note for all product lines available on our website, we do not extend a post-order price
guarantee.
I've reviewed your order and see you have recently received this item from us. Due to the
circumstances, I have issued a one-time exception to our regular policy and have issued a refund for
the price difference in the amount of 30.00 GBP.
Refunds usually go through within 5-7 business days and you will see this amount credited on your
next statement. On the date the refund is completed, we'll send you an e-mail message confirming
the date, amount and payment details.
You can see completed refunds when you visit Your Account, after receiving this confirmation e-mail.
You can also view returns and refunds by clicking the "Your Account" link at the top of any of our
website pages. Then click the "Your Orders" button under the Orders section. On the left side of the
order you choose, select "View Order Details".
Completed returns and refunds will appear at the bottom of the individual order's summary page.
When we can offer a lower price for new purchases we will, but under regular circumstances we
cannot extend these discounts to already completed orders.
If we can be of any further assistance, please don't hesitate to contact us.
Printer / plugin
Hello,
I understand that you wish to print from your Fire.
Please be informed that you can print from your Fire tablet to a compatible printer using a Wi-Fi
connection.
Your Fire should automatically detect your printers. However, if you’re having issues, try the below
steps:
Go to the Amazon Appstore on your Kindle Fire, then download a mobile printing app on your device:
- HP Print Plugin (ASIN: B00EDUTGB2)

- Canon Print Plugin (ASIN: B00E19FB28)
- Samsung Print Plugin (ASIN: B00DMZ3AM0)
- Ricoh Print Plugin (ASIN: B00FAX29AG)
- Epson Print Plugin (ASIN: B00ENB2CSK)
(A list of compatible printers can be found on the detail page for each app.)
After downloading the app, ensure your printer is turned on and connected to Wi-Fi, then print a
document from your Fire tablet:
1. From the Home screen, tap Docs.

2. Open a compatible Excel, Word, or PowerPoint document, tap File, and then tap Print. If needed,
tap Save as PDF in the upper left corner and select “All printers…” instead.
- You will need to download an office program or PDF viewer in order to print a PDF. You can search
the Amazon Appstore for a compatible app.
3. Select your printer from the list. If you don’t see your printer, tap the Add Printer icon (plus sign) to
add a printer manually using the IP address of the printer. If you don’t know your printer’s IP address,
refer to your product’s user guide for assistance.
4. Select how many copies you want to print, or tap “More options” to choose the Colour Mode, Paper
Size, and Orientation.
5. Tap Print. Your document will print from your printer.
Hello,
I've checked our previous correspondence with you and see that you are concerned with the Canon
printer plugin.
I've checked my resources and see that the Canon printer plugin app is no longer supported on your
tablet. Application compatibility depends on app developer on how they programmed the application
to support hardware and software of the device you are using it on.
As an alternative you can use "Canon Print Service" by Canon Inc. on your Amazon Fire 8 HD 7th
generation to get it to work.
You can access below link and click on the send to device option on right and get it downloaded to
your device
https://www.amazon.co.uk/Canon-Inc-Print-Service/dp/B0192Y6XQY/
You too can access below link and you will see list of free application that support Canon printer and
Fire 8 HD tablet to get them to work.
%3A1661657031%2Ck%3Acanon+printer+app+for+kindle+fire%2Cp_n_feature_two_browse-bin
%3A13402645031&keywords=canon+printer+app+for+kindle+fire&ie=UTF8&qid=1535325118&rnid=1
714306031
Also, I’ll forward your comments as feedback to dedicated department and will work on with the
Canon app developer to make the plug in available as soon as possible for Fire 8 HD .
customers.
customer with the best of our service so we can ensure that we fulfil of their needs, however
sometimes we fail to do so due to factors out of our control. Not to worry, as we've forwarded your
feedback too, I'm positive our development team will get in touch with the app developers and
resolve it at earliest.
Order ID: D01-2435135-7885034
Contact ID
A1R3SYH6YUY7HZ
Ireland prime video
Hello,
I'm sorry to know that you are unable to access Prime videos in Ireland even after subscribing to
Prime membership.
I've checked your account and see that you are subscribed to Amazon prime UK and also US
membership.
On further checking your account, I see that your current video region is Ireland that's the reason
you are unable to watch videos.
Depending on your Video Territory the video content and features made available within Prime
Video will change due to license and geographical restriction.
address, payment card and you must have a UK IP address.
As there is Amazon Prime UK subscription on your account, content from Amazon.co.uk can only be
purchased, streamed, and downloaded by customers in the United Kingdom.
As your account details are of Ireland, you can cancel the prime membership of UK and activate the
prime video membership using below link to be able to access prime videos.
www.primevideo.com
To cancel previous activated prime membership:
http://www.amazon.co.uk/manageprime then click "Do not continue".
Once you activate the subscription on primevideo.com, you'll be able to access the prime videos
without any issues.
Also, you can contact us via chat or free phone so that we can work together on the concern in real
time and get the issue resolved at earliest for you without any delay.

Refund email
Gift card
No account refund
Promotional card refund
Hello,
This is Yaser from Amazon Technical Team.
refunded £12 to your Amazon account as gift card.
To view your Gift Card balance, click the Your Account link at the top of our website. Under "Gift
Cards & Top Up", click "View Balance" and sign in with your e-mail address and password. This page
will display your unused Gift Card funds.
When you place your next order, on the payment section of our online order form, you should see
that the Gift Card funds have been automatically applied to your order. If you don't see this credit in
the order cost summary, make sure the radio button is selected under the words "You have £
[AMOUNT] in gift cards or promotional credit available for use toward this purchase. Would you like
to apply it?" You won't need to re-enter the original claim code, as the funds are already in your
account.
As there were no retail order greater than double the amount of refund, system didn't allow us to
refund it to your payment card. That's the reason I added the refund in form of gift card to your
account. Hope you understand.
Let me assure you that we are here to take care of your problem and we do take full responsibility
for any troubles you have with orders, subscriptions, devices and on your account.
Please feel free to let us know if there is something else we can address for you, Priscilla.
foundation on which our company was built. Be assured that we'll continue working hard to ensure
that you receive accurate service.
Hello Maisie,
Thank you for sharing the postage receipt with us.
As per the cost incurred for postage, you were charged £7.30 for returning the device to Amazon.
To get it right, I've refunded £8.00 in form of gift card to your account.
You can check your Current Balance at any time by going to the "View Balance" in the "Gift Cards & Top Up"
section of Your Account, or clicking the following link:
https://www.amazon.co.uk/gp/css/gc/balance/
When you place a qualifying order, you'll be able to see that the value of your gift card credits has been deducted
from the total cost. Any unused funds will be retained in your account to be used at a later date.
Tennis highlights links
> Visit the below link to access the "US Open Tennis 2018 Men's Matches of
> the Day":
>
>
> https://www.amazon.co.uk/Day-Match-Murray-Duckworth/dp/B07GX9S4F4/ref=sr_1_2?s=i...
+open+tennis+2018
>
> Visit the below link to access the "US Open Tennis 2018 Women's Matches of
> the Day":
>
>
> https://www.amazon.co.uk/Day-Match-Stephens-Kalinina-
Part/dp/B07GX9Y5DH/ref=sr_1...+open+tennis+2018
>
> Visit the below link to access the "US Open Tennis 2018 Highlights":
>
>
> https://www.amazon.co.uk/Day-1-Highlights/dp/B07FS67X1J/ref=sr_1_3?s=instant-vid...
+open+tennis+2018
Tennis fire TV
Hello,
I'm sorry to know that you are experiencing issue with the Fire TV stick to watch live Tennis
matches.
I request you to once clear the cache data for the prime video application on fire tv stick. Cache files
are the temporary files that are created by the OS of the Fire TV stick when using the application
and are left behind and no more useful for the device and causing intermittent issue with the device
while watching videos.
To clear application data:

2. Select "Applications” > “Manage Installed Applications".
3. Select the Prime video application.
4. Select "Force Stop" and then select "Clear Data".
5. When prompted to "Delete App Data", select "Clear Data" again.
After you've cleared application data, restart your device by disconnecting the power cord and
plugging it back in. You can also press and hold the "Select" and "Play/Pause" buttons on your Fire
TV remote at the same time until the device restarts. Once your device restarts, try playing the
video again.
I'm sorry for any inconvenience this has caused and this is not what we want our customers to
experience.
Also, I've forwarded your comments as a feedback to our Prime Video development team for
consideration so that they can look into it and check if there any issue from the server end buffering
issue with the Tennis matches videos to get it resolved at earliest so that you can have a great
experience in watching the matches.
I seek your patience and understanding while we together work on it and get it resolved.
In case, if you still find difficulty after performing above steps, I request you to write us back with
confirmation so that we can help you further with it. Also please let us know if you are experiencing
the issue with only Tennis videos or all videos you play on Fire TV stick.

Tennis requirement
Hello Thomas,
This is Bee from Amazon.co.uk, I hope this email finds you well.
I understand that you are concerned about whether or not you will be able to stream the US Open
Tennis using the Prime free trial that is on your account.
To answer your question, yes, you will be able to. At this time, live streaming is only available from
the following devices:
-- Amazon Fire TV devices (Amazon Fire TV and Fire TV Stick)

-- Fire tablets
-- Compatible iOS/Android devices
-- The Prime Video website, on computer browsers that support our HTML5 web player (Chrome,
Firefox, Internet Explorer 11 on Windows 8.1+, Microsoft Edge, Safari 10 on Mac OS 10.12.1+ and
Opera).
-- Sony Bravia 2014 TVs
-- Sony SimpleSmart TVs (2015 & 2016)
-- Sony Android TVs (2015 - 2016)
-- Sony BD Players (2014 – 2017)
-- Samsung TVs (2015 & 2016)
-- Samsung BD Players (2014 – 2016)
-- LG 2016 TVs
-- Panasonic 2014 & 2017 TVs ONLY
-- Apple TV (Gen 3, Gen 4, 4k)
To check compatibility with your device, visit:

When you open Prime Video on your device for the first time, you're prompted to "Sign In."
Signing in connects Prime Video to your Amazon account so you can access Your Video Library, shop
for videos, manage your video settings, and more.
The account information you enter links your device or web browser to the associated Amazon
account.
For any other issues or concerns, please do not hesitate in contacting us.
When you visit our website and select Contact Us, click on the "Phone" tab, enter your number, and
we’ll call you right back. For chat, please click on the "Chat" tab on the Contact Us help page.
we have your account information ready when we call you. If you’re unable to take advantage of the
Contact Us feature, you can call us directly at Freephone 0800 279 7245 or +44 203 356 6212 if
you're calling from outside the U.K.
Tennis quality
Hello,
I'm sorry to know that the video quality of the "US Open tennis" on smart HD TV is not good.
Thank you for reporting the quality issue with the video. I'm sorry for any inconvenience this has
caused and this is not what we want our customers to experience.
In this case, to get it right, I've forwarded your comments as a feedback to our Prime Video
development team for consideration so that they can look into it and improve the quality of the
video at earliest so that you along with other customers can have a great experience in watching the
matches.
I do understand that watching the matches in low quality is of no way good experience, as
personally I am a great tennis fan.
Be assured, our technical team is working on it deeply and will get it resolved soon without any
further delay.
I'm sorry I couldn't solve your problem more quickly.
Customer feedback like yours is very important in helping us continue to improve the experience of
using our digital video service.
Situations such as this are rare, and our goal is to help resolve any problems you encounter as
quickly as possible.
I seek your patience and understanding while we work on it and get it resolved.
IOS prime video

fingerprint ID /
Hello,
I'm sorry to know that you are experiencing issues in downloading and using Prime video application on your iOS
device.
From the details you shared with me it confirms that the issue is somewhere with installing the application with your
fingerprint ID turned ON.
In this case, I request you to once disable the Fingerprint ID for purchases and set password on your iOS device
and then try installing the application on device and check if it is able to get downloaded to your device.
Also make sure you have the latest version of the Apple software installed on your device. To check if your software
is up to date, tap "Settings", tap "General”, and then tap "Software Update". If you see the message "Your software
is up to date" you're all set. Otherwise, follow the on-screen instructions to update your software.
To re-install the app, launch Apple's App Store and search for "Prime Video". Tap the price button, and then select
"Get" to download the app again. After the Prime Video app loads, enter the e-mail address and password
associated with your Amazon account prompted to regain access to Your Video Library.
In case, if you still find the issue, I request you to write us back with confirmation so that we can help you further
with it and also if needed escalate the issue to our technical team to get it work for you.
Also, you can contact us via chat or free phone so that we can work together on the concern in real time and get
the issue resolved at earliest for you without any delay.

Charge more info/ charge more details
Hello Liz,
This is Anthony from Amazon customer service.
I am sorry to hear of the unknown charge on your account. I have tried to locate the charge you
were referring to in your email. However, I think we might be needing more information regarding
this charge. Please get in touch with our Customer Service department with the following
information to hand.
1. The charge Amount: __________

2. The last 4-digits of the credit card charged: _________
3. The date the charge was taken: __________
4. The annotation beside the charge: _____________
5. Email address of other Amazon accounts: ________
6. Other family members with access to the card: __________
Email account issue
Email issue
Hello Brian,
I'm extremely sorry that you have issue accessing pre-installed (E-Mail) app on your 4th Kindle Fire
tablet.
Upon investigating regarding this, I would like to inform you that this error can occur if you have
tried to refresh the mailbox too frequently, or if the server itself is busy or down. Trying to refresh
after a minute or two will often cause the problem to resolve itself. I do understand from your email
that this is occurring only on this device.
Upon checking the device details, I see that the device is up to date with the software.
In this case, I'd request you to perform the following troubleshooting steps which often fixes
intermittent issues.
-- Please connect the Kindle Fire to a charger.

-- Make sure that the device is connected to Wi-Fi.
-- Swipe down from the top of the screen to open Quick Settings > Settings > Applications > Manage
All Applications > All Applications > Email > Force Stop.
-- Then tap Settings > Sync All Content to OTA any important app updates. Please allow the Kindle
Fire to sleep for at least fifteen minutes to trigger an OTA.
Once it is completed, please hard restart the tablet using the below steps :
1. Press and hold the Power button for a full 40 seconds. Your device will shut down while you hold
the Power button, which is normal.
After the device is restarted, please try accessing the E-mail app, if you are still facing the same
issue, I'd request you to contact us via chat or phone so that we could gather more information
regarding the issue and escalate the issue to our technical team who could review this and make
sure the issue is resolved at the earliest.
I hope you understand our limitation over email as we need to gather little more information in
order to isolate the issue and I'm sure that the issue will be resorted once you contact us via live
medium.


satisfaction.
Hello Brian, thank you for contacting us.
This is Monica from Amazon, I'm here to help.
From what I understand, the email application is not working in your Fire Tablet.
Since you already tried the basic troubleshooting steps, there's something else we can try.
Clear cache and data in the application by going to the settings, then Apps and Games, Manage all
Applications, and then you swipe to the left until you see "All" at the top of the screen, there look
for the email app and select clear cache and data, then try to log in again.
I hope that helps.
If it doesn't work please let us know.
In case you need assistance, be sure to contact us again!
Customer Service can be reached by phone, e-mail and chat 24 hours a day, 7 days a week using the
link below:
Have a great day!
Email troubleshooting
Hello,
I'm sorry to know that you are experiencing difficulties to access email on your tablet.
I've checked your account and see that there are two tablets registered on your account FireHD 7
(2nd Gen) - K9 HD, Fire 7 (7th Gen).
I'm unable to determine exactly on which device you are experiencing the issue.
In this case, I've helped with the troubleshoot steps for both the tablet. Please perform them as per
the tablet.
For Fire 7 (7th Gen) (Michelle's 2nd Fire):
I see that there are updates available for you tablet. Software update adds several new features and
includes important bug fixes to improve performance on your device.
usability.
In this case, I request you to update the tablet and perform below troubleshooting steps to isolate
any intermittent issue with the tablet and get it work fine with email.
Tablet is connected to strong Wi-Fi and battery life is at least 30% or greater.
Swipe down from the top of the screen to open Quick Settings. Tap Settings > Applications >
Manage All Applications > All Applications > Email > Force Stop > OK.
complete, you will be prompted to complete the installation. Your device will automatically restart
to complete the update.
Once restarted check with the email and see if it works fine.
If you’re still unable to retrieve & send email, remove the email account and set it up again:
- Tap the Menu icon, and select Settings.

- Tap desired email account.
- Under Remove Account, select “Delete account from device”.]
- Restart the device by pressing and holding the power button for 40 seconds.
- Follow the Setup instructions.
To add an account:
- Connect your device to Wi-Fi.

- On the Home screen, tap Apps.
- Tap the E-mail app.
- On the “Add Account” page, enter your email address to start the setup process and tap “Next”.
- Follow the remaining instructions to set up your e-mail account.
If your e-mail provider is not recognised automatically, you'll need to set up your account manually.
You can find a list of common e-mail providers and their contact information on our Help Pages:
http://www.amazon.co.uk/help/firetablet/email
For FireHD 7 (2nd Gen) - K9 HD (Michelle's Kindle) :
Tap the Menu icon, and select Settings.

- Tap desired email account.
- Select Remove Account
- Restart the device by pressing and holding the power button for 40 seconds.
- Follow the Setup instructions.
To add an account:
- Connect your device to Wi-Fi.

- On the Home screen, tap Apps.
- Tap the E-mail app.
- Select Add Account to start the setup process and select your e-mail provider from the list
- Follow the remaining instructions to set up your e-mail account.
I'm positive your email would be working fine.

In an unlikely event, if you find any difficulty please do write us back with confirmation so that we
can help you further with it and also if needed escalate the issue to our technical team for further
insight.

Antivirus
Hello,
I understand that you would like to use Norton Security Anti-virus on Fire HD 10 tablet registered on
your account.
I've checked my resources and see that the application is not supported on your tablet. That's the
reason you are unable to install it on tablet.
You can install the application on tablet that are available in Amazon appstore. As in appstore you
will be able to see all the applications that are compatible with the application.
As an alternative, you can access below link to compatible security application that are supported
by tablet.
%3A1661657031%2Ck%3Anorton+security+for+kindle+fire%2Cp_n_feature_two_browse-bin
%3A13402646031&keywords=norton+security+for+kindle+fire&ie=UTF8&qid=1535579231&rnid=17
14306031
On accessing the above link login with your Amazon credentials and tap on the application you wish
to install and then click on the "Deliver to" option from right of the page and select the tablet from
the list you wish to get it on and it will be sent to the tablet.
Also I’ll forward your comments as feedback to dedicated department and will work on into to
make this app available as soon as possible .
customers.
We would never want to disappoint a valued customer like you and we always endeavour to assist
our customer with the best of our service so we can ensure that we fulfil of their needs, however
sometimes we fail to do so due to factors out of our control. Not to worry, as we've forwarded your
feedback too, I'm positive our development team will get in touch with the app developers.
Unknown video purchase
On your request, I've cancelled the video and issued a complete refund of £4.99 for the same to
your original payment card.
Upon further checking your account to get the details on the order, I found that the video order was
purchased from the Amazon Fire TV (1st Gen) with name "steve's Fire TV" and serial number
709003114513011R registered on your account.
Also to cross check about these purchases, I've contacted our investigation team and they have
fraudulent activity on your account.
As all the digital purchases get processed with the default 1- Click payment method and it might be
the reason that accidental purchase was done or might be someone from your family who have
access to your Fire TV accidentally installed the application.
You can also setup parental control on Fire TV so that any accidental or unknown purchases can be
avoided.

PIN Protect Purchases - Require your PIN to authorise purchases from Amazon (including digital
items and physical products).
With this setting turned ON, you must enter the PIN to authorise all purchases from Amazon
you.
Ebook device limit
Music missing / Music not available
Hello,
I'm sorry to know that you are experiencing issue to get the music files on your new tablet.
I've checked with your account and see that there are more than 100 music files purchased available
on your account.
All the music files, ebooks and other Amazon content purchased on your account are stored on your
Amazon cloud so that you can use it anytime by just setting up your account on device.
Also on checking with your device details, I see that updates are available for the tablet. Software
update adds several new features and includes important bug fixes to improve performance on your
device.
In this case, I request you to update the tablet and perform below troubleshooting steps to isolate
any intermittent issue with the tablet and get it work fine with music download
Before update please ensure that tablet is connected to strong Wi-Fi and battery life is at least 30%
or greater.
complete, you will be prompted to complete the installation. Your device will automatically restart
to complete the update.
Now sync the tablet so that all the contents from the account can be sync with the tablet
2. Tap Sync Device.
Once above steps are performed check with your library for purchased music.
In case if above steps didn't work then we need to de-register and re register the Kindle Fire then go
ahead with sync steps shared above.
2. Tap My Account.
3. Tap de-register.
5. Sync you kindle library by Swipe down from the top of the screen and then tap Settings and tap
Sync and Check For Items.
Now check with the music files. I'm positive you'll be able to get them on tablet.
In an unlikely event, if you still experience the issue, I request you to write us back with
confirmation so that we can escalate the issue to our technical team to help us with the issue
further and get all the songs downloaded to your tablet.

you.
I've re-sent your Amazon digital music purchase to your My Music (https://music.amazon.co.uk),
which you can access through Amazon Music for Web or the Amazon Music app on any of your
compatible devices.
Music issue
Hello,
I'm sorry to know that you are experiencing issues to get music purchased on your recently
registered tablet.
To help you with it, I've checked your account and see that all the settings on your account are fine
and also the tablet is successfully registered. There are 2751 tracks on your Amazon cloud so that
you can access it from any device registered on your account.
From the details you shared with me it seems to be some intermittent issue with the device causing
the issue.
As a remedy to the issue, I request you to perform below troubleshooting steps
1. Update :
I've checked your device details and found that there are updates available on your tablet. Software
device.
To update your device, make sure you're connected to a Wi-Fi network and that your battery is fully
charged. From the System Updates screen, tap Check Now. The software update will download in
the background and will be applied once download is complete and the device is sleeping.
2. De-register and re-register tablet:
2. Tap My Account.
3. Tap De-Register
3. Clear data and cache for music app:
Once done now we need to perform clear cache and data steps for Music app on tablet. Cache files
are the temporary files that are created by the OS of the tablets when using the application and are
left behind and no more useful for the tablet interfering in proper functioning of music application
4. Tap "Amazon Music app" and select "Clear cache" and "Clear Data".
5. Sync you kindle library by Swipe down from the top of the screen and then tap Settings and tap
Sync device.
Now open the music application on tablet and check. I'm positive after above steps, you would be
able to get the music in your library.
In case you find any difficulty or issue still persist, please do write us back with the confirmation so
that we can help you further with the concern and also if needed we will escalate to our technical
team for further insight and get the music downloaded to your library at earliest.

Twitch prime
Hello,
I'm sorry to know that you are unable to activate Twitch prime on your account.
I would like to inform you that to activate Twitch prime at first you should need to be a member of
prime membership.
On checking your account, I see that you subscribed to prime membership on 10 August 2018 and
also find that the settings on your account are not updated, that's the reason you are experiencing
issue to link Twitch account with Prime.
In this case, to resolve the issue I've updated your account settings and made necessary changes on
it.
I request you to now once unlink and then link twitch account again by accessing below link.
https://twitch.amazon.com/manage
You’ll be prompted to link your Amazon Prime and Twitch accounts when clicking “Connect your
Amazon account” from https://twitch.amazon.com/prime.
I'm positive you'll be successfully enabling twitch prime on your account.
In case if you find any difficulty, please do write us back with confirmation to help you further with
it.
Also you can contact us via free phone or chat so that we can work together on concern in real time
and help you activate the subscription and twitch prime.

you.
Hello,
I'm sorry to know that you are unable to activate Twitch prime on your account.
I would like to inform you that to activate Twitch prime at first you should need to be a member of
prime membership.
On checking your account, I see that you tried to subscribe to prime membership on 30 August
2018, but as the payment card was declined the prime membership is still not activated on your
account.
As you activated prime trial subscription it is free for first 30 days. Be assured you won't be charged
for it.
However, when you place an order or activate subscription we contact your payment card's issuing
bank to approve the payment method. This is to check if your payment card is valid and is known as
an authorisation.
As the payment card added to your account was not authorised the prime membership activation is
on hold.

6. Does your issuing bank have special policies regarding electronic or internet purchases? Some
banks do, and this might be the issue.
For more information on why the charge may have been declined, please contact the bank that
issued your card. As bank don't inform us the reason for the card decline due to security concerns,
they only share the details with account holder.
I request you to update the payment card details so that prime membership can be activated
successfully on your account and then you can link twitch account to prime account and get Twitch
prime activated.
Please access below link to update the payment card
https://www.amazon.co.uk/gp/primecentral/editPaymentPreference
In case if you find any difficulty, please do write us back with confirmation to help you further with
it.
Also you can contact us via free phone or chat so that we can work together on concern in real time
and help you activate the subscription and twitch prime.

you.

Music PC
MUSIC pending
music DOWNLOAD
Hello,
I'm sorry to know that you are experiencing difficulties to get the purchased music "dura" on your
account.
Upon checking your account, I see that there is no Amazon device registered to your account or
Amazon music application not installed on any other non-Amazon device.
Also, I see that the music purchased is available in your library to listen. Library is nothing but your
Amazon account storage. Anything you purchase from Amazon like ebooks, music are available in
your library so that you can access it from any of the devices registered with your Amazon account.
To access the music please follow below instructions:
On Android device:
To use Amazon Music for Android, install the Amazon Music App from the Amazon Appstore or
Google Play.
To download the app, go to (https://www.amazon.co.uk/musicapps), or search for "Amazon Music" in

Amazon Appstore for Android or Google Play.

Tap the menu button and select “Settings” from the menu. Tap “Refresh Your Music Library” and wait
for the notification in the device’s notification bar.
You can play your Amazon Music purchases directly through your computer's web browser. Go to your
music library (https://music.amazon.co.uk), from the left side panel under "MY MUSIC" option you
will see purchased option. Click on it and you will be able to see all the purchased music files. You can
directly play it from there . Also if you would like can download the music file to PC for offline
listening by following below steps.
Select the albums or songs you want to download and click the "Download" option onscreen.
If prompted to install the Amazon Music app for PC and Mac, you can click "No thanks, just download
music files directly." To complete your download:
1. Choose "Save" if your browser asks whether you want to open or save the file(s).
2. Open the file(s) once the download is complete. Most browsers display the status of your download
onscreen, and then give you an option to open it.
3. Files typically save to your browser's default "Downloads" folder. You can then move each of the
music tracks you've downloaded to the preferred location on your computer (e.g. "Your Music" or
"Music").
For more information, check out: https://www.amazon.co.uk/help/music/zipdownloads
In case, if you still experience any difficulties, please do write us back with confirmation so that we can

Hello,
I'm sorry to know that you are experiencing difficulties to get the purchased music "Lost on the Road to
Eternity" on your account.
To help you with it, I've sent the song to your account and devices.
I request you to perform below steps to get the song available on your device.
1. For Android phone:

3.Tap the menu button and select “Settings” from the menu. Tap “Refresh Your Music Library” and
wait for the notification in the device’s notification bar.
2. Browser:
directly play it from there .
3. MP3 desktop app:
Look for songs in your Cloud library instead of your Offline library. After selecting “My Music” from
the top menu, you can click the “All Music” dropdown and select either "Cloud" or "Computer Only"
under "My Music" in the upper right corner of the application window to switch between your libraries.
In case if you still find difficulty with the song, please do write us back with confirmation so that we
can refund for the song and you can purchase the same song so that you will be able to play the song
without any issues.
as crystal!
Hello,
I'm sorry to know that you are experiencing difficulties to get the purchased music "Back & Forth" to
your device. This is really not what we want our customers to experience.
To help you with it, I've checked with your account and see that the purchase is completed, however
due to some technical issues it was not downloaded to your library and showing in pending to deliver to
your device.
I've manually sent the song to your account and device.
I request you to perform below steps to get it to your device:

In case if you are still unable to get the music, please clear the cache for the Music app so that any
glitch with the application will be cleared and then refresh music app.
1. Tap the Menu button on your device and select "Settings”.

2. Tap "Apps" and select Amazon music app.
3. Select "Storage" then tap the "Clear Cache" button.
4. Launch the Amazon Music app again.
5. Tap the menu button and select “Settings” from the menu. Tap “Refresh Your Music Library” and
wait for the notification in the device’s notification bar.
I'm positive above steps would work and the music will be available to access in library.
In case you find any difficulty please do write us back with confirmation so that we can help you
further with it.
Rest assured, we will take each and every action to prevent you from bearing any loss at Amazon.co.uk
as we value our customer's investment and trust more than anything else.
It is our privilege to have you as our valued customer & we want to make sure you are always taken
care of.
Download music
Music app downloaded

I understand your concern regarding the "Amazon Music" Download on your Samsung Galaxy J6
Device.
Upon checking my resources, I request you to follow the below steps to Download "Amazon Music"
on your Samsung Galaxy J6 Device.
To download songs, albums or playlists from your music library to the local storage on an Android
device, follow the steps below:
1, Open the Amazon Music app.

2, Select My Music, then choose from Playlists, Artists, Albums, Songs or Genres from the options at
the top of the screen.
3, Use the Online Music / Offline Music drop-down menu selections at the top of the screen.
4, Choose the music you want to download and then tap the overflow icon (three vertical dots on the
right side of the screen). Select Download from the context menu that appears.
5, After a download begins, a download progress clock appears and download icon will be displayed in
the device's notification bar. Pulling down the notification bar will show you the progress of your
download(s).
6, Downloaded music can be found in the "Offline Music" tab in the Amazon Music App of your
device as well as in Recents > Downloaded in the menu.
7, To automatically download all Digital Music Store purchases to your Android device, use Settings
“Gear” icon > Automatic downloads and tap the checkbox.
***************************************
Further, Regarding the Linking of Amazon Music from your "Amazon Music" Application (on your
Samsung Galaxy J6 Device) to my your audio system via Blue-tooth.
I can confirm that you can access Amazon Music from your "Amazon Music" Application (on your
Samsung Galaxy J6 Device) to my your audio system via Blue-tooth.
In case if you have any trouble in downloading Music on your Device, I request you to contact us via
Free Phone (or) Chat so that we can have a two way communication ( Assist you in Real Time ) and get
it resolve without any further delay.


Alexa music issue
Hello,
I'm sorry to know that you are experiencing issue is playing music on Echo device.
I've checked your account and see that Amazon music unlimited plan is active on your account and all
settings are fine. You need not pay extra to play music on Echo device.
You can play the music tracks available in Music unlimited catalogue without any charges.
1. De-register and Re-register :
So that if any intermittent issue with the device connecting to your account will be cleared.
From Alexa application:
3. Scroll down and select "Deregister. Now register the Echo again.
register the device.
2. Restart the Echo device:
To restart your Echo device, unplug the power adapter from the wall outlet. Then, plug the power
adapter into the wall outlet and wait for your device to start up.
Now try to play music on Echo device.
To listen to music, you can ask Alexa to play a specific track or a supported music service.
Here are some examples:
- "Play music by [artist]."
- "Play the song [TITLE]."
- "Play [station call letters]."
- Play [playlist name]."
To learn more about the things you can say to Alexa when you listen to music, go to:
https://www.amazon.co.uk/help/alexa/musiccommands
I'm positive about steps would work.
If you require any further assistance, please write us back with the confirmation so that we can help
you further with it and resolve the issue at earliest.
Alexa radio
Hello,
I'm sorry to know that Alexa is unable to play the radio station "Nottingham 103.8 ".
I've tired to play the same radio station on our test device and found that it is working fine and Alexa is
able to play the radio station "Nottingham 103.8"
When I command ," Alexa play radio Nottingham from Tune in " it plays the radio channel BBC Radio
Nottingham 103.8
I request you to try commanding Alexa with above same commands and check once.
You can also play the station from Alexa app, below are the steps where you can play any station from
Alexa App.
1. Go to Music & Books > select your device and click on TuneIn
2. In search bar type "Nottingham 103.8", you'll see the station once you type the name in search, now
click on the station to play.
Similarly you can play any station you'd like to by searching it on TuneIn.
https://tunein.com/search/
You can access above link and search "Nottingham 103.8" station available in Tune In. It is " BBC
Radio Nottingham".
In case if you find any difficulty, please do write us back so that we can help you further with it and
also escalate the issue to our technical team to help further with it.
I'm sorry for making you to contact us again, but please be assured this is the best way to assist you
further.
You can also contact us by phone or chat, so we can troubleshoot this issue with you and gather more
information for our developers to investigate.
Music license
180 error
error 180
Hello,
I'm sorry to know that you are receiving error 180 for some of the music files on your Amazon music
application.
I've checked my resources for the error 180 occurs if digital license on the Prime Music you download
has expired and must be renewed.
As a remedy to the issue, I request you to connect to the Internet on the device then,

3. Select the Amazon Music app.
4. Select "Storage" and then "Clear Data" then tap "OK."
Now open the Music application and refresh the library.
To refresh your music library, open the Amazon Music app, tap "Settings" and then select "Refresh
Music Library". When the update notification icon (the lowercase "a" with a star) disappears, you'll be
able to see all your music files.
Once done, the licenses will be renewed and will be able to play the music files.

Error 183
Hello,
I'm sorry to know that you are experiencing issue with the few tracks from album "score" on your android device.
To help you with it, I've checked your account and see that all the settings on your account are fine.
Also, I've resent the complete album to your Music cloud and also on device again.
It can be also some intermittent issue with the music application on your device causing the issue.
To get it right, I request you to perform below troubleshooting steps and try playing the music again and check.
1. Check if the music application installed is latest version:
Usually, upgrading to the latest version of our app will resolve this issue. To install the latest go to, visit the Amazon
Appstore or Google Play, search for "Amazon Music" and update the Amazon Music App
2. Clear cache data:
We need to clear cache of Music application. Cache files are temporary files which are no longer needed created
by android OS which can interfere in proper working of application.
To clear your Amazon Music app for Android cache, launch the Amazon Music app and tap Menu. Select "Settings",
then "Clear Cache".
Now restart the phone open music application and refresh the music library in the Amazon Music app by tapping
the menu button and select “Settings” from the menu. Tap “Refresh Your Music Library” and wait for the notification
in the device’s notification bar.
Once done check if album plays fine.
In case if you still find difficulty, I request you to uninstall and re-install the music application on your phone and
login with your Amazon credentials and check with the album.
I'm positive above steps would work and will get all music tracks play fine on your device.
Also you can launch the Amazon Music for Web from the Amazon Digital Music Store or by going directly to:
https://music.amazon.co.uk and check if you are able to play all the music tracks fine.
In unlikely event if the issue still persists, please do write us back with confirmation so that we can help you further
with it and if needed escalate the issue to our technical team for further insight else if needed help you with
complete refund for the album.

TV deregister
Samsung TV issue
video issue TT
https://tt.amazon.com/0157473769
Hello,
I'm sorry to know that you are experiencing issues to play prime video on your new TV. This is really
not what we want our customers to experience.
From the details you shared with it, as you are able to play videos on other devices registered on your
account and getting issue only on the new TV. It confirms to be some intermittent glitch causing the
issue on new TV.
In this case, I request you to perform below troubleshooting steps on TV and check with results. I'm
positive after the below steps you'll be able to play videos without any issues.
Please try following troubleshooting steps with customer to resolve their issue -
1. Samsung devices need 5 Mbps for watching HD videos on Prime video application and 1.4 Mbps
for watching SD videos on prime video application.
2: De-Register Device
==============================
Customer can de-register their device even if they are not able to access the AIV app:
1. Go to the website www.amazon.com/pin
2. Login with correct username and password with which the customer's device is registered.
3. Go to the section "REGISTERED DEVICES and click on the option "Deregister .
4. Customer will get one pop-up saying if they d like to de-register their device, click on "Deregister
and the device will be de-registered.
Step-3: Register Device

=============================
2. Login with correct username and password with which customer's device is registered.
3. Go to the section, "REGISTERED DEVICES and click on the option "Register Your Device .
4. Customer should select the specific device they wish to register.
Step-3: Software/Firmware Update
Run any necessary firmware updates “ Menu > Support > Software Upgrade > By Online
Or download updates to USB stick via following website:
http://www.samsung.com/uk/support/main/supportMain.do
Now check with video if they are playing fine on your TV.
help you further with it and resolve the issue at earliest and also can escalate the issue to our technical
team to help us with it.
We'll need some more information to look further into issue. Please write back to us and include:
1. Model Code “ Menu > Support > Contact Samsung > Model Code
2. Firmware Version “ Menu > Support > Contact Samsung > Software Version
3. Connected wirelessly or with a cable?
4. Error Message seen if any?
Hello,
I'm sorry to know that you are experiencing watching videos with Amazon Prime video application on
Samsung TV.
As per the details you shared with me, it seems to be some intermittent issue.
I request you to follow below steps and check:
1. Samsung devices need 5 Mbps for watching HD videos on Prime video application and 1.4 Mbps
for watching SD videos on prime video application.
2.
Step -1: De-Register Device

==============================
4. You will get one pop-up saying if they d like to de-register their device, click on "Deregister and the
device will be de-registered.
=============================
=============================
4. You should select the specific device they wish to register.
help you further with it and resolve the issue at earliest and also can escalate the issue to our technical
team to help us with it.
We'll need some more information to look further into issue. Please write back to us and include:
1. Model Code “ Menu > Support > Contact Samsung > Model Code
2. Firmware Version “ Menu > Support > Contact Samsung > Software Version
3. Connected wirelessly or with a cable?
4. Error Message seen if any?
Sony TV
Hello,
I'm sorry to know that you are experiencing watching prime videos with Amazon Prime video
application on TV. This is really not what we want our customers to experience.
To help you with it, I've checked your account and see that all settings are fine on your account.
As the prime video is working fine on phone but not on TV, it seems to be some intermittent issue.
I request you to follow below steps and check:
1. TV devices need 5 Mbps for watching HD videos on Prime video application and 1.4 Mbps for
watching SD videos on prime video application.
2. Update :
Please check if TVs software to the latest version.
To get the latest version of our app, please update your Sony TV system software using the following
steps:
1. Press the "HOME" button on your remote control.

2. Select "Help" in the "Settings" shelf.
3. Find "System software update".
4. Select "Check" for a system software update.
Your TV starts browsing for updates and offers to download them if any are available. If the update is
available, the TV asks if you wish to proceed with the download and provides the contents of the
update. Select "Yes" to continue.
Once the download is complete, select "OK" to accept and install it. After the installation is complete,
you can continue to enjoy Prime Video on your TV.
In case, if above steps didn't work, please de-register and re-register the TV using below steps so that
any account linking issue will be cleared and will be working fine.
Step -1: De-Register Device

==============================
4. You will get one pop-up saying if they d like to de-register their device, click on "Deregister and the
device will be de-registered.
=============================
=============================
4. You should select the specific device they wish to register.
In unlikely event if the issue still persists, I request you to write us back with the confirmation so that
we can escalate the issue to our higher technical team and get the issue resolved at earliest without
further delay.
Alexa Music subscribe automatically
Hello Lee,
I'm sorry to know that Echo device signed you up for Amazon Music Unlimited without you asking for
it.
This normally happens when you ask Alexa to play some Music or Radio station that's included only
with Music Unlimited subscription.
Normally Alexa would ask for permission if you'd like to subscribe to Music Unlimited and it would be
activated only if the user responds to Alexa with a Yes.
Just so you know, you can view a transcript, listen to recorded interactions you've had with Alexa,
delete specific recordings, or delete all recordings. However, you cannot hear full call transcripts.
To listen to your dialog history with Alexa in the Alexa app:

1. From the menu, select "Settings," and then "Alexa Account."
2. Select "Alexa Privacy"
3. Select the "Play" icon next to the transcript of your interaction to listen to a specific recording. The
recording plays on the device that you are using with the Alexa app.
I understand that you do not wish to have the Music Unlimited subscription. To help you with this, I've
cancelled the subscription. As it was only a trial subscription, you weren't charged for it.
Please be assured that you won't be charged for this in the future, as I've cancelled the subscription.
I've also escalated your comments to our Alexa development team. Please be assured that they'll be
glad to work on this and fix it in the future updates.
Your feedback helps us improve your experience with Alexa.
If you have any further queries regarding this, feel free to reply to this email. We'll be glad to assist you
accordingly.
We appreciate your patience and understanding in this regard and look forward to you seeing you again
soon.
Alexa unexpected
Hello Lee,
Thank you for writing us back with confirmation after checking with the Echo logs.
I'm sorry to know that even not commanded Alexa activated the subscription on your device. We take
any concerns about unexpected behavior seriously. We want to make sure you're having a great
experience with Alexa and we're here to help.
I see that there are two Echo devices registered on your account.
1. Echo Dot (2nd Gen) with serial number G090L91180130HWK and name "Lounge"
2. Echo (2nd Gen) with serial number G2A0P30774430EUX and name "Kitchen"
I'm unable to determine exactly which device caused the issue. We need few details so that we can
escalate the issue to our Alexa Technical team for an investigation. so that they can dive deep and look
into the issue and help us with the reason for Alexa's behaviour.
Details needed:
1. Device serial number:
2. Permission for accessing device logs and utterance history so that our technical team can review :
(YES/NO)
Please do reply to this email with the details asked so that we can forward the information you provided
to our Technical team for an investigation.
Also you can directly contact us via chat or free phone so that can can work together in real time and
get the details with you and help you without any further delay.

When you contact us, please make sure to have the device with you.
I can understand that requesting you to write back again may add further to your inconvenience. This is
to ensure that we can help you with this to your satisfaction.
Thank you for your patience as we look into this issue.
LG TV / 4K video
I've now contacted our technical team and they asked you to try the below steps to find 4K videos on
your LG TV.
(Visit the left menu in your TV > The 4k option will appear in yellow)
* Along the top, there will be menu.

* One of these will be TV.
* Check whether there are any options for 4k Ultra HD shows. If available, please select.
As informed earlier, not all 4K videos available with Prime membership. At this time, selected Prime
Video titles are available in Ultra High Definition (UHD), which features "4K" picture resolution four
times greater than HD.
Movies and TV shows offered in Ultra HD feature a "UHD" or "Ultra HD" label and purchase options
in the video details. To browse 4K UHD titles only available to rent or buy, go to
https://www.amazon.co.uk/gp/video/storefront?ie=UTF8&merchId=UHD .
I indeed understand that it would be helpful if we add more 4K videos to our Prime catalogue.
I've forwarded your message to our Prime Video development team for consideration as we make
future improvements. Customer feedback like yours is very important in helping us continue to
improve the experience of using our digital video service.
Thanks for bringing this to our attention. We look forward to seeing you again soo
Payment card issue
CC issue
Hello,
I'm sorry to know that the debit card is on hold even after updating it to your account.
I've checked your account and see that the debit card with name "Mrs M Dredge" is active on your account and
linked correctly to your account.
As the payment card is updated, I request you to once de-register and re-register from the Kindle and then try to
make purchase so that the changes made to your payment card can be reflected on your Kindle device too.
4. Now again tap on register option and login with your Amazon credentials.
Once restart the Kindle and try to make purchases and check.
I'm positive it would work.
In case if you find any difficulty please do write us back with confirmation so that we can help you further with it and
Also you can contact us via chat or free phone so that we can work together on concern in real time and get the
issue resolved without any further delay.

Kindle factory reset ebook issue
ebook pending
ebook issue
Kindle ebook pendingg

Hello Rebecca,
I'm sorry to know that you are experiencing difficulties to get the purchased ebook to your device and
were charged twice for it. This is really not what we want our customers to experience.
due to some technical issues it was not downloaded to your Kindle library and showing in pending to
deliver to your device.
I've manually sent the ebook to your account and device.
Also, I've issued a refund og GBP 0.99 to your original payment method as you were charged twice.
I request you to perform steps to get the ebook delivered to your Kindle.
For Kindle Paperwhite (7th Gen) :

restart it.
Connect Kindle to Wifi, tap the Quick Actions icon from the Home screen and then tap Sync My
Kindle.
5. Sync you kindle library tap the Quick Actions icon from the Home screen and then tap Sync My
Kindle.
------------------------------------------------------------
For Kindle Touch (4th Gen):
1. Restart Kindle.
2. Connect to Wifi and select Sync & Check for Items from the Home screen menu and check for the
ebook in your library.
3. In case if ebook is still not available, de-register and register the Kindle to clear any account linking
issue between Kindle and account to get ebook to your device

as crystal!
Hello Jennifer,
I'm sorry to know that you are experiencing difficulties to get the purchased ebook to your device. This is really not
To help you with it, I've checked with your account and see that the purchased ebooks are available on your
account. On further checking with the device details, due to some technical issues it was not downloaded to your
Kindle Paperwhite (10th Gen) and Kindle Fire HD (3rd Gen) and showing in pending and failed to deliver to your
device.
I've manually sent the ebook to your Kindle device.
For Kindle Paperwhite:
De-register and re-register: So that any account linking issue between Kindle and account will be cleared and
ebooks will be reflected on your Kindle.
4. Now restart the Kindle
5. Now tap on register option and login with your Amazon credentials.
6. After successful login, sync your kindle library by tap the Quick Actions icon from the Home screen and then tap
Sync My Kindle.
-------------------------------------------------
For Kindle Fire HD (3rd Gen) :
2. Tap My Account.
3. Tap De-Register.
4. Now restart the tablet
5. Now tap on register option and login with your Amazon credentials.
6. After successful login, sync your tablet library by swipe down from the top of the screen to open Quick Actions
and then tap Settings.Tap Sync and Check For Items
In case you find any difficulty or issue still persists, please do write us back with confirmation so that we can
escalate the issue to our higher technical support team for further insight and help us get the ebook delivered to
your device.
Also you can contact us via chat or free phone so that we can work together with it in real time.

I personally apologise for the inconvenience caused to you.
Rest assured, we will take each and every action to prevent you from bearing any loss at Amazon.co.uk as we
value our customer's investment and trust more than anything else.
Hello
I'm sorry to know that you are experiencing difficulties to get the purchased ebook to your device and
were charged twice for it. This is really not what we want our customers to experience.
due to some technical issues it was not downloaded to your Kindle library and showing in pending to
deliver to your device.
I've manually sent the ebook to your account and device.
1. Deregister and register:
From the Home screen, press the Menu button, select Settings and select "Deregister". Now restart the
Kindle and then register the Kindle with Amazon credentials.
Connect Kindle to Wifi, select Sync & Check for Items from the Home screen menu.
In case you find any difficulty or issue still persists, please do write us back with confirmation so that
we can escalate the issue to our higher technical support team for further insight and help us get the
ebook delivered to your device.
Also you can contact us via chat or free phone so that we can work together with it in real time.

Hello Bridget,
I hope you are doing great, this is Fabi from the Kindle department.
I understand you are not being able to access the two Kindle books that you purchased on October 21.
I'm sorry to hear this is happening Bridget but I will be more than glad to help you with this!
From my end, I’ve sent the Kindle books "The Afterlife of Walter Augustus" and "Caveat Emptor" to
the Fire tablet registered to your account. Remember to check your internet connection and make sure
you are connected to a Wi-Fi network, otherwise the book will not download.
If you still haven’t received the book, follow the steps below:

2. Click the Your Content tab to view all the content from your Amazon account.
3. Select the Kindle book you want to send to your Kindle Fire.
4. Click the option that says "Deliver" and select the device you want it to be sent to.
If after following the previous steps you are still not being able to access your Kindle books, please
contact us with the links below for us to troubleshoot this with you and gather more information or you
can also reply to this email and I will gladly assist you further.


Hello,
I'm sorry to know you are experiencing issues to get ebooks on Kindle (8th Gen) device registered on
your account. I can understand how frustrating it can be, as you need Kindle in daily routine.
To help you with it, I've checked your account and see that there are ebooks available on your account.
However there are updates available for most of the ebooks.
In this case, I've updated ebooks for you and manually sent the ebooks to your device.
To get them on your device, we need to restart and sync tablet by performing below steps.

restart it.

can work together in real time and get the issue resolved for you and also if needed will escalate the
issue to our technical team so that they can help us with it.

as crystal!
Hello Mary,
From you email, I understand that you are unable to get the ebook "One False Move" purchased on
your Kindle.
I've checked with your account and see that the purchase is successfully completed.
Kindle.

restart it.
Sync you kindle by selecting Sync & Check for Items from the Home screen menu.
5. Sync you kindle by selecting Sync & Check for Items from the Home screen menu.


Hello Penelope,
From you email, I understand that you are unable to get the ebook "A gentleman from Moscow"
purchased on your Kindle.
I've checked with your account and see that the purchase is successfully completed but pending for
delivery to your device.
Also I see that there are two Kindles registered on your device Kindle 8th Generation and Kindle 4th
Generation
To help you with it, I've sent the ebook manually to your account and device.
Kindle.
For Kindle 8th Gen with name "Penelope's 2nd Kindle"

restart it.
Tap the Quick Actions icon from the Home screen and then tap Sync My Kindle
5. Sync you kindle by tap the Quick Actions icon from the Home screen and then tap Sync My Kindle
--------------------------------------------------------------------------------------------------------------------
For Kindle 4th Gen with name "Pennys Kindle" :
1. Restart your device
2. Sync : select Sync & Check for Items from the Home screen menu.
Now check if you see ebooks in library . In case if above steps didn't work then de-register and re-
register
From the Home screen, press the Menu button, select Settings and select "Deregister and then register
it again and sync the Kindle to get the ebook to your library.
I'm positive above steps would work and the ebooks will be available to access in library

Hello,
I'm sorry to know that you are unable to receive purchased ebooks on Kindle (4th Gen) with name "ashleigh's
Kindle".
Upon checking your account, I see that latest ebook purchase "Brand New Me:" is completed and also correctly
delivered to your device.
Might be due to some intermittent issues you are unable to get previously purchased and recent ebook to your
device.
In this case, I request you to perform below troubleshooting steps on Kindle and check.
1. De-register and re-register :
From the Home screen, press the Menu button, select Settings and select "Deregister". Now again tap on register
option and login with your Amazon credentials.
Restart the Kindle device.
To activate the ebooks download from your account, select Sync & Check for Items from the Home screen menu.
Once done check if you are able to see the ebooks in your library.
In case if the issue still persist, I request you to perform factory reset steps on Kindle. It will clear technical glitches
on Kindle and it will be as brought out of box.
You'll be able to download all your Amazon purchases from Amazon account after registering the device again.
1. From the Home screen, press Menu.

2. Select Settings.
3. Press Menu again and select Reset to Factory Defaults
Once Kindle restart register the Kindle and then select Sync & Check for Items from the Home screen menu.
Now check with the ebooks. I'm positive you will be able to see all the ebooks in kindle again.
In unlikely event, if you experience same issue, I request you to write us back with confirmation so that we can
escalate the issue to our technical team for further insight and help us with the issue.

In app purchase
developer
Hello,
I'm sorry to know that the you didn't receive £2 Amazon gift card for completing 50 levels of the
Family farm seaside game.
To check with the issue, I've gone through my resources and see that no such offer is available from
Amazon end for playing the game.
This is to be offer from the game developers. I would request you to directly contact the developer of
the game, as different game developers will add different promotions to there game which are managed
from there server end.
I would have surely helped you with it, if there was any such offer from Amazon end . As the
promotion offer for the Amazon gift card will be available from the game developer they can directly
check with the cause of issue as why didn't you received the gift card and help you get the gift card
added to your account.
To help you with it, I've shared the details of the devloper as below:
support@cookapps.com
https://cookapps.zendesk.com/hc/en-us/requests/new
it.
Arrange callback
The reason I'm asking you to approach via live medium if the steps below do not work is because live
support associates have the tool to process a real-time troubleshooting and as we need some of your
account information to proceed further, being an email support executive I do not have the
authorization to process it.
Hello Jessica,
Thank you for contacting Kindle Fire Support.
My name is Emile and I will be assisting you.

I'm sorry for the inconvenience and disappointment caused and for having to take time out of your busy
Wednesday to email us.
The reason that I phoned you was to troubleshoot the issue in a systematic, step-by-step approach in
real-time and then, customising the troubleshooting session as we progress through the steps and then,
depending on the outcome, we can take appropriate action such as replacing the device or having our
technical department investigate and research in order to provide their guidance on a resolution. We can
only help you with this over the phone or an online chat.
I would need to know if the device charges, responds to any action or is completely unresponsive and
obtain much more information from you in order to resolve this.
I hope that you understand the limitations in this regard via email.
This said, the recommendation in this situation to perform a hard restart. To do this, simply press and
hold the power button for forty (40) seconds, ignoring what occurs on the screen. Then, press the power
button again for a second or two to start it back up again.
Failing this, please give us a call for a customised troubleshooting session with one of our trained
specialists in order for us to resolve this for you and provide you with some options as I realise that this
has happened before.
You can reach customer service via the link below:

Or you can contact us on our international number (charges may apply): +44 203 356 621
Sync issue
Android Kindle app
Kindle reading app android
Hello,
I'm sorry to know that you are experiencing sync issue with the Android phone registered on your account even
after trying with the steps shared by my colleague.
To check with the root cause of the issue, I've checked your account and see that your Kindle library was not active
on your account. All the Amazon purchases like ebooks, music files are stored on your Amazon library so that you
can access them on any device registered to your account any time.
To get it right, I've activated the library on your account and request you to once de-register and re0register from
the Kindle application on phone , so that the changes we made on account will be reflected on your phone and will
be able to sync.
1. From the Home screen of Kindle for Android, tap the Menu icon.
2. Tap Settings, and then tap Deregister This Device.
3. Confirm the sign out by selecting Sign Out.
To register Kindle app in Android device :
1. From your device, tap the Kindle app icon.

2. Enter your Amazon account information.
3. Tap Sign In. Your Kindle content appears in Library.
Now to sync :
1. From the Kindle for Android's Home screen, tap the More icon.
2. Tap Sync.
I'm positive above steps would work and will be able to sync the Android device.
In case if you find any difficulty, I request you to write us back with the confirmation so that we can escalate the
Hello Pam,
I'm sorry to know that the Kindle and iPhone Kindle app is not sync with each other. This is not what
we want our customers to experience.
I would like to inform you that all the contents purchased and updated on your Amazon account is
stored on Amazon cloud so that you can access it anytime anywhere on all the Amazon registered
devices.
From the details you shared with me, it seems to be intermittent issue with the Kindle reading
application on iPad or the Kindle device.
To get it right, I request you to once uninstall and re install from the Kindle application on iPhone and
also on de register and re register Kindle device so that any account linking issue with the devices to
Amazon account will be cleared and will sync fine.
From iOS:
To uninstall the application, press and hold your finger on the application icon until a black circle with
an "X" appears in the top left corner of the icon. Tap the black circle and this will uninstall the
application.

When your installation is complete, simply launch the Kindle application and sync to get all the ebooks
sync with the account on iPad.

Now on Kindle device de-register and re-register by following below steps:
1. From the Home screen, press the Menu button, select Settings and select "Deregister"
2. Now select "Register" option shown there and login with your Amazon credentials and sync the
Kindle
3. To manually activate the sync, select Sync & Check for Items from the Home screen menu.
I'm positive it would work fine now and both the device will be sync successfully.
If you find any difficulty please do write us back with the confirmation so that we can help you further
with it and also if needed escalate the issue to our technical team for further insight to help us with it.
You can also contact us via chat or phone so that we can work together on it in real time and get it to
work for you at earliest.

Unknown ebook purchase
Ebook purchase unknown
Hello,
I'm sorry to know about unknown purchase of ebook "Sex Stories - Secrets erotic story book &
magazine" on your account.
To cross check about these purchases, I've contacted our investigation team and they have checked your
account thoroughly, informed us that your account is secure and there has been no fraudulent activity
on your account.
Also as it was a zero charge order, you were not charged for it. Order was placed on Saturday, 1
September 2018 19:03 (BST)
On further checking with order ID, I found that the order was placed from the FireHD 7 (2nd Gen) - K9
HD with name "Roger's 2nd Kindle" and serial number D025A0A024230RRX registered on your
account.
As all the digital purchases get processed with the default 1- Click payment method and it might be the
reason that accidental purchase was done or might be someone from your family who have access to
your tablet have accidentally purchased the ebook.
In this case to permanently remove a title from your account:
1. Locate the ebook in the Your Content tab of Manage Your Content and Devices
www.amazon.co.uk/mycd.
2. Select the Actions button next to the title, then select Delete to permanently remove the title.
After an item is removed from your account, you will no longer have access to re-download this title
unless you re-purchase it. Existing copies of this title already on your device must be manually
removed by opening the Kindle library and tap and hold on the ebook name and you will get option to
remove the ebook.
Once done the ebook will be deleted from your account and device too.
.
Also, you can setup parental control on device so that any accidental or unknown purchases can be
avoided.
2. Tap Parental Controls, and then tap ON.
3. Follow the onscreen instructions to set a Parental Controls password.
enabled.
Contact developer
Hello,
I'm sorry to know that the you didn't receive £2 Amazon gift card for completing 50 levels of the
Family farm seaside game.
To check with the issue, I've gone through my resources and see that no such offer is available from
Amazon end for playing the game.
This is to be offer from the game developers. I would request you to directly contact the developer of
the game, as different game developers will add different promotions to there game which are managed
from there server end.
I would have surely helped you with it, if there was any such offer from Amazon end . As the
promotion offer for the Amazon gift card will be available from the game developer they can directly
check with the cause of issue as why didn't you received the gift card and help you get the gift card
added to your account.
To help you with it, I've shared the details of the developer as below:
support@cookapps.com
https://cookapps.zendesk.com/hc/en-us/requests/new
it.
Sound issue with video TT
Hello,
I'm sorry to know that you are experiencing sound issue with the video "Hell on Wheels season 501,
episodes 4 and 5 ".
In this case, I've escalated the issue to our technical team with the details you shared with my
colleague.
For your reference case ID is 0162401564.
issue once I receive update from them.
Sd card
Hello Tim,
I'm extremely sorry to know that you are experiencing issue with the tablet to detect the installed SD
card. This is really not what we want our customers to experience.
To help you with it, I've checked your account and see that you are using a Fire (5th Gen) tablet.
From the details you shared with me, it can be a internal issue with the tablet or also it can be issue
with the SD card.
To find the cause of issue and get it to work, I request you to perform below troubleshooting steps and
check.
1. Check if SD card appears on the Storage Manager screen in Settings.

2. Please turn OFF tablet and remove the SD card and then re insert the SD and turn ON tablet and
check if it works fine now.
3. If available test the card in a computer (PC or Mac) or supported cell phone if available to make sure
that the card is working fine. If the SD Card doesn't work on any device then you should use a different
SD Card as it clearly indicates that the issue is with the SD card.
If the SD card is working fine and there is issue with the tablet we need to escalate the issue to our
dedicated higher technical support team so that they can dive deep and find out cause of issue and help
us with the resolution to get it work fine without any issues.
Please do reply to this email with the details like if you receive any error message with regards to SD
card on screen, make, model of SD card.
and perform few advance troubleshooting steps to avoid any misunderstanding in performing steps and
get it resolved at same time for you. As there is much of data on SD card we need to be careful so that
the data is safe and there is no loss of data.


Hello,
I'm sorry to know that you are experiencing issue with the Fire tablet registered on your account.
From the details you shared with me, it can be a SD card issue or also some intermittent software issue
with the tablet.
I request you to once check with the below steps to find out the root cause of the issue:
1. If available test the card in a computer (PC or Mac) or supported cell phone if available to make sure
that the card is working fine. If the SD Card doesn't work on any device then you should use a different
SD Card as it clearly indicates that the issue is with the SD card.
In case if the SD card is working fine in other devices too, we need to factory reset the tablet so that it
will clear all the technical software glitches on tablet and tablet will be as if brought out of box.
Because a factory reset will restore your tablet to factory defaults and removes any content you've
downloaded to your device, be sure to back up your personal content. All your Amazon purchases can
be downloaded from Cloud after registering the device again.
Once done tablet will start. Now go ahead and register the tablet with Amazon account and check with
the issue.
If you are unable to access the setting on tablet you can perform below steps as alternative to perform
factory reset on tablet.
1. Turn OFF the tablet
2. Hold the POWER button, and the VOLUME DOWN button at the same time for 5-7 seconds
3. You'll see the System Recovery Options on the screen, Use the Volume up/ down buttons and choose
the "WIPE DATA/ FACTORY RESET" option.
After you reset your device, follow the onscreen instructions to set up your device and register the
device to your Amazon account, and you should be able to use your device without any issues.
In case if you find any difficulty, please do write us back with confirmation so that we can help you
further with it and escalate the issue to our technical team for further insight.

Kindle battery issue
battery life
Hello Beth,
I understand that you are concerned with the battery life of Kindle (4th Gen) with name "Boo's Kindle"
I would like to inform you that the battery of the Kindle device can drain faster due to poor wireless
coverage or WiFi signal or also might be there can be a battery issue with the Kindle.
In this case, I request you to perform below troubleshooting shooting step and charge Kindle to 100%
and check if battery performs better.
Factory Reset:
Factory reset will restore your Kindle to factory defaults and make it as if brought out of box and
removes any content you've downloaded to your device.
However please be assured Kindle content, including books and other items that you've purchased from
the Kindle Store, is available through the Manage Your Content and Devices page
(www.amazon.co.uk/mycd) on Amazon.
You'll be able to download all your Amazon purchases from Content Manager / Archived Items / Cloud
after registering the device again.

2. Tap Settings.

3. Tap the item you wish to download to your device and then tap Downloaded to return to your list of
downloaded books.
Now charge the Kindle to 100% and check if battery of Kindle performs better.
In case if you experience same issue with the Kindle , I request you to contact us via chat or free phone
so that we can work together on the issue and also help you help you get the Kindle back to work fine
and also if needed help you with the best replacement options as per your convenience.

Kindle more details
Kindle ebook more details
ebook Unknown issue

Hello Jim,
I'm sorry to know that you are experiencing issues in downloading ebooks on your Kindle (4th Gen).
To get to root cause of issue, I've checked your account and see that all the settings are fine on account.
It can be some intermittent issue with the Kindle or issue with connection between account and Kindle.
From the details you shared we me, I'm unable to determine exact what error you get while
downloading the ebook or completely there is no response from the Amazon while trying to purchase
ebooks.
In this case, I request you to please write us back with details on the issue to help you with the exact
resolution.
Also, on checking your account, I see that the last ebook order you placed was in April 2018 and there
are no ebook purchase anytime later.
Also we can perform below basic troubleshooting steps on Kindle and check once with the downloads
From the Home screen, press the Menu button, select Settings and select "Deregister". Now again tap
on register option and login with your Amazon credentials.
Restart the Kindle device.
To activate the ebooks download from your account, select Sync & Check for Items from the Home
screen menu.
If it didn't work then, I request you to perform factory reset steps on Kindle. It will clear technical
glitches on Kindle and it will be as brought out of box.
You'll be able to download all your Amazon purchases from Amazon account after registering the
device again.
1. From the Home screen, press Menu.

2. Select Settings.
3. Press Menu again and select Reset to Factory Defaults
Once Kindle restart register the Kindle and then select Sync & Check for Items from the Home screen
menu.
Now check with the issue.
Also, please do write us back with confirmation so that we can escalate the issue to our technical team
for further insight and help us with the issue.
You can contact us via chat or free phone so that we can together work on the issue in real time and get
it resolved at same time for you.
ebook deleted
Hello,
I''m sorry to know that you accidentally deleted the ebook "The Complete Felse Investigations (The Felse
Investigations)
" purchased on your account.
To get it right, I've sent the ebook manually to your Kindle device.
To get the ebook on your device, I request you to once sync the Kindle so that the ebook I sent to your device can
be reflected on your Kindle again.
1. Restart the Kindle device and connect it to Wifi
2. Select Sync & Check for Items from the Home screen menu.
I'm positive you will be able to get the ebook back on your Kindle.
Also, I would like to inform you that if the ebook is deleted from your device, all your purchased Amazon contents
are still available on Amazon cloud to download again free of charge by following below steps

Click the checkbox next to the ebook name and then select the yellow coloured "Deliver" option and then select the
device name and it will be sent to your device and will be available to read.
In case if you find any difficulty, I request you to write us back with the confirmation so that we can help you further
with it.
Also, you can contact us via chat or free phone so that we can work together on the concern in real time and get
the issue resolved at earliest for you without any delay.

Gmail googlemail
Hello,
I'm sorry to know that you are experiencing issues with linking Kindle to your account with email ID :
pammybill@gmail.com
On checking your account with email ID: pammybill@gmail.com, I see that there are no Amazon
devices and also no purchases are made from this account.
However, on investigating further, I see that there is a Kindle Paperwhite (5th Gen) with name "Pam's
Kindle" already registered to your account with email ID: pammybill@googlemail.com. If you are
referring to this Kindle then as it is registered on pammybill@googlemail.com, you are unable to link it
to your Amazon account with email ID: pammybill@gmail.com
Also, I see all your ebook purchases are also made from account pammybill@googlemail.com
In case if you wish to register this Kindle with pammybill@gmail.com then please access following
steps to de-register it and register it to other account
1. From the Home screen, tap the Menu icon and then tap Settings.
2. Tap De-register and again tap on register option and register it to account you wish to.
In this case, if you are referring to some other Kindle device, I request you to write us back with the
details of device and exact error message you receive while linking the Kindle to account , so that we
can help you further with it in correct direction.
Also please do write us back with the Device serial number and the email ID you want it to be linked to
so that we can get it registered it for you directly from our end.
1. For Fire tablet:

per the device.
In case, if you find any difficulty, please do contact us via free phone or chat so that we can work
together on the concern in real time and get the device registered on your account without any delay.

Prime video feedback
Hello,
I'm sorry for the trouble you had while streaming a video on your devices.
The Prime Video team is always working hard to provide the best possible customer experience and
improvements are regularly being made to reduce buffering.
Situations such as this are rare, and our goal is to help resolve any problems you encounter as quickly
as possible.
If you encounter any further issues here's some additional troubleshooting you can try:
-- Restart your device. Turn your device off and unplug it from its power source. Then, press and hold
the power button for 30 seconds, and plug it in and turn it back on. You can also try restarting your
Internet modem and/or router, or using a wired Ethernet connection.
--Temporarily pause other Internet activity if possible. When your device is sharing an Internet
connection with other computers or devices, this can impact your connection speed and video quality.
This typically happens when someone in your household is downloading files, playing video games, or
watching videos online on another connected device.
--Check your connection to your Internet Service Provider (ISP). If your connection speed is a lot
slower than usual and you've already tried restarting your device, modem, and/or router, you might
need to contact your ISP for additional help.
I apologise for any inconvenience caused.
TT Ticket
Hello,
I'm sorry to know that you are experiencing sound issue with the video "Hell on Wheels season 501, episodes 4
and 5 ".
In this case, I've escalated the issue to our technical team with the details you shared with my colleague.
For your reference case ID is 0162401564.
I'm once again sorry for the inconvenience caused due to this. We really don't want our customers to experience
such issues.
Be assured, I will be contacting you with update from my technical team with the resolution to the issue once I
receive update from them.
Hello,
Thank you for sharing the logs of the device with us. I really appreciate your support.
In this case, I've escalated the issue to our technical team with the details you shared with my colleague
and me.
For your reference Case ID: 0163227077
issue as soon as I receive update from them.
They will look into the device logs and also connect with the game publishers to narrow down the
cause of issue and help us with the exact resolution.
Gift card
Hello,
I understand that you are concerned with purchasing the ebooks using the gift voucher instead of
automatic payment method.
I would like to inform you that you can surely purchase the ebooks using the gift voucher.
Be assured once the gift card is redeemed on your account, you can use it to purchase the ebooks.
To apply a Gift Card or Gift Voucher to Your account please follow these steps:
1) Go to https://www.amazon.co.uk/youraccount
2) Click on the "Gift Cards & Top Up" section and Log in when prompted.
3) Click "Add a Gift Card".
4) Enter the claim code in the box provided and click on "Claim Now" to apply the Gift Card.
Alternatively, you can redeem a Gift Card by entering the claim code via this link, once you've signed
in to your account: www.amazon.co.uk/redeem.
Once it is redeem, now you will be able to use it for purchase.
When you place your ebook order, on the payment section of our online order form, you should see that
the Gift Card funds have been automatically applied to your order. If you don't see this credit in the
order cost summary, make sure the radio button is selected under the words "You have £[AMOUNT] in
gift cards or promotional credit available for use toward this purchase. Would you like to apply it?" You
won't need to re-enter the original claim code, as the funds are already in your account.
In this way the gift voucher amount will be used for your ebook purchase.
To view your Gift Card balance, click the Your Account link at the top of our website. Under "Gift
Cards & Top Up", click "View Balance" and sign in with your e-mail address and password. This page
will display your unused Gift Card funds.
Fraud order
Hello Adam,
I understand that you didn't receive the order of 2,500 Amazon Coins purchased for £21.50 on D01-
9739980-7823029
On further checking with order ID, I see that the order is marked as "Fraud" in our systems. Orders
placed on your account are at first verified and then on successful verification processed for security
concerns. Order are marked as Fraud by systems automatically if we sense any unauthorised activity on
your account.
As it was marked as Fraud, be assured the order didn't complete and you were not charged for it.
Also sometimes orders are marked as fraud if there are many inapp purchases, digital purchases of
greater amount continuously done from your registered Amazon account back to back.
On further checking your account with our investigation department, confirmed that your account is
safe and secured. Amazon takes all security-related matters very seriously, and your account security is
I request you to now please access the below link and place a new order
https://www.amazon.co.uk/dp/B00ESJDQ8M
I'm once again sorry for any inconvenience caused due to this.
Also you can contact us via chat or free phone so that we can together work on your concerns in real

Fraud
Hello Robert,
I'm sorry to know about unknown charges on your account for the orders you didn't place.
With the order ID D01-5328923-2930230 you shared with me, I see that it is for inapp purchase
"Mother Duck Deal(11.99)" of game "Matchington Mansion ".
On further checking with order ID, I see that the order is marked as "Fraud" in our systems. Orders are
marked as Fraud by systems automatically if we sense any unauthorised activity on your account. As it
was marked as Fraud, be assured the order didn't complete and you were not charged for it.
Orders are marked as fraud if there are many inapp purchases continuously done from your registered
Amazon account back to back. From your account, I see that there are many digital application orders
on your account, few are for free to use and few are the paid one.
Also, I found that the orders are placed from the Fire 7 (7th Gen) with name " m's Fire" and serial
number G0W0N5047415F65C registered on your account.
I request you to follow the below steps and check with all the digital orders placed and let us know
about the order ID and charges so that we can help you with it without any further delay.
1. Visit Your Digital Orders page(https://www.amazon.co.uk/digitalorders).

2. You will see your recent orders.
3. If the item is not showing, use search feature at the top of the order list.
Amazon takes all security-related matters very seriously, and your account security is our top priority.
We have polices and security measures in place to ensure that your personal information remains
secure.
As you are referring for seven charges on your account, I request you to contact us via chat or phone
with the below information in hand so that we can at earliest find out the charges for you and if needed
escalate the concern with the charges to our dedicated investigation team so that they can look deeply
and find out the charges on your account and help you accordingly.


KDP / Publisher
Hello,
I understand that you are concerned with the ebook "Work Happy!:" published on Amazon website and
would like to offer it in free category on Amazon.
In this case, I've updated the details you shared with me to our dedicated ebook Publishing team, as
they are the dedicated team that deals with the ebook publishing on website.
As I've passed your concern and contact information to the Kindle Direct Publishing team, they will
directly contact you with the best way to help you with it and get it done as per your convenience. You
should receive a response in 1-2 days.
If you have more questions about your Kindle titles or your Kindle Direct Publishing account, please
use the link below to contact them:
https://kdp.amazon.com/self-publishing/contact-us
Ebook license
Hello,
I'm sorry to know that you are experiencing license error and unable to read the ebook "The Other Us"
purchased on your account.
I've checked your account and see that the order is completed successfully.
I really appreciate your efforts to get the ebook by deleting it from device and restoring from account.
As the above steps didn't worked, it seems to be due to some intermittent issues it is unable to fufill to
your device.
In this case, I've issued a complete refund of £0.99 for the ebook to your original payment method.
Now, I request you to perform below steps on Kindle so that any intermittent issue with the Kindle will
be cleared and will help to get the ebook to device.
From the Home screen, press the Menu button, select Settings and select "Deregister". Now again tap
on register option and login with your Amazon credentials.
Now access below link and order the ebook once again and download the ebook by clicking on
"Deliver to option" and select the device on which you would like to read.
https://www.amazon.co.uk/dp/B01MXHIS0S
Once done I am positive you will be able to see the ebook on Kindle and use it.
In case if you find any difficulty please do write us back with the confirmation so that we can help you
further with it and if needed escalate the issue to our technical team for further insight.

Kindle unlimited charge history
Hello,
I'm sorry to know that you are experiencing issues in getting the transaction history for the charges of
Kindle unlimited subscription on your account.
I've checked your previous correspondence with us and see that my colleagues were unable to help you
with your exact query of where to find the charges on account and were sharing different details with
you. This is not what we want our customers to experience and I personally apologise for all the
inconvenience caused because of this.
Regarding, you query with transaction history, I completely agree that you will be able to see the orders
history anytime placed on your account, however as "Kindle unlimited" is the subscription the system
do not generate the history on your account to view the charge details, only it keeps track of the date
and time on which the subscription was activated and de-activated on your account, as once the
subscription is activated each month you will be charged same amount for it unless any changes are
made (that is it is a static data) and for orders as they are different all the details will be available in
your order history.
In this case, to help you with it I've shared complete details of subscription for you on your account.
Please treat it as a confirmation email with the details of your subscription history.
The Kindle unlimited subscription was first activated on Wednesday, 8 February 2017 as a free 30 days
trial on your account on Wednesday, 8 February 2017 and after completing 30 days trial was
deactivated on Friday, 10 March 2017.
Again it was activated on Monday, 8 May 2017 and cancelled on Thursday, 8 June 2017 charging you
£7.99 for one month as subscription charges.
Once again it is activated on Saturday, 2 September 2017 and you received it as free subscription once
again and then cancelled on Thursday, 2 November 2017
Again it is activated on Friday, 29 December 2017 as free subscription and then cancelled on Thursday,
29 March 2018.
Once again activated on Tuesday, 29 May 2018 as free subscription and cancelled on Thursday, 28 June
2018.
Again activated on Wednesday, 25 July 2018 and cancelled on Saturday, 25 August 2018 this time
charging £7.99 to your account.
Finally activated on Saturday, 25 August 2018 and now it is deactivated on Tuesday, 4 September 2018
this time charging £7.99 to your account.
You too can confirm the same charges with the bank statement, you will be able to see all these charges
on your bank statement also.
Also, in this case I've taken your comments as feedback and forwarded it to our dedicated technical
team so that they can look into it and come up with feature to make the subscription charges too
available in order history for reference on your end.
Be assured, customer comments are taken on serious note at Amazon and we always work on it as this
is what our customers want us to improve.
and help you further with it.

Skype installation
Hello,
I understand that you would like to install "SKYPE" application on tablet Kindle Fire HDX (3rd Gen)
with name "Robert's Fire" registered on your account.
On checking your account for the tablet details, I see that there are many updates available for your
tablet. Software update adds several new features and includes important bug fixes to improve
performance on your device. Periodically, Amazon apps and features will be automatically updated to
improve functionality and usability.
I request you to at first update the tablet and then go ahead with Skype application installation on
tablet. To update your device, make sure you're connected to a Wi-Fi network and that your battery is
fully charged. From the System Updates screen, tap Check Now. The update will be downloaded and
when complete, you will be prompted to complete the installation. Your device will automatically
restart to complete the update.
Now let's go ahead with the Skype application installation. I would like to inform you that there are two
methods you can follow to install Skype on tablet.
You can access the below link for the skype application from browser
https://www.amazon.co.uk/Skype-Software-S-a-r-l-Kindle-Edition/dp/B008M721MS
Now login with your Amazon credentials and from the extreme right of the webpage click on the
option "Deliver to". There select your device from the drop down.
You'll be able to see the application on tablet. You can tap on name of the application and complete the
setup of application and use it.
Alternatively, you can open the Amazon appstore that is available in your tablet and there search with
name "skype" . You'll be able to see the skype application there.
Now tap on the name of the application and install it . It will be ready to use.
Should you require any assistance please feel free to write back to us with confirmation so that we can
help you with it.

Amazon drive/ photos storage
Hello Paul,
Yes you are correct as per the Amazon drive terms and conditions prime member will be having free unlimited
storage for photos, but 5 GB limited storage for Videos to be stored on your Amazon Drive account.
Also, I would like to inform you that Prime Photos unlimited photo storage benefit requires an Amazon Prime, Prime
Student, or membership in a Household belonging to another Amazon Prime member. Each adult in a Household
has the full Amazon Prime Photos benefit, and uploaded photos are not visible to other members of the Household.
It is not available to invited guests who receive the Prime shared shipping benefit.
Also customers who cancel their Prime membership and have more than their current Amazon Drive storage limit
will be "over quota". This means they'll still have access to download and delete files for at least 90 days but cannot
upload any new files. To no longer be "over quota", you can either delete enough files, photos or videos so they are
below the limit, or purchase a Amazon Drive subscription large enough for all of their files or renew their Prime
membership.
You saw this message because your video storage has made you go over your Amazon Drive storage limit. As a
result your account is now considered "over quota", which means that you can still access your photos, videos and
files to view, download and delete for 90 days, but cannot upload any new files.
During the 90-day period, you'll still have access to download and delete your files, but you won't be able to upload
any additional files unless you choose to upgrade your plan.
To reinstate or select a new Amazon Drive plan (including available free trials), go to your Manage Storage page
(https://www.amazon.co.uk/gp/photos/storage).
If you'd like to download all of your files, I'd recommend using the Amazon Drive Desktop app. This app will allow
you to download all of your files from Amazon Drive to your computer. It will also skip duplicate files found on the
local disk, so it will only download any new files/folders not located in the destination folder.
For more information about the Amazon Drive Desktop Application, go to our Amazon Drive for Your Computer
pages:
Should you require any assistance please feel free to write back to us with confirmation so that we can help you
with it.

Amazon gift card to Xbox gift card
Hello Alex,
Greetings From Amazon! I hope this email finds you in the best of health.
I've reviewed your email and I understand your concern regarding transferring the Amazon gift card
into a X-box gift card.
Rest assured, I'll definitely help you in this matter.
In this case to help you with this and make things right for you we require the details of the gift card
which you wish to transfer into X-box.
I would request you to help us with the details of gift card or send us the image to cs-
reply@amazon.co.uk so that we can help you further.
If you have any further concerns, please feel free to write us back we are always here to help you at
any point of time.
On a personal level, I appreciate your patience, cooperation and understanding in this matter. It is our
privilege to have you as our valued customer & we want to make sure you are always taken care of.
Thanks for your understanding and patience. I hope you'll understand our limitations in this regard.
Ebook not available Kindle unlimited
Hello Hannah,
I understand that you want to get the ebook "The Murderer's Ape" under Kindle unlimited subscription.
I've checked my resources and sorry to inform you that the ebook "The Murderer's Ape" is as of now
not available in the Kindle unlimited catalog, that's the reason it is priced for £4.50
I would like to inform you that the Catalogue of the ebooks available in the Kindle unlimited category
changes and new ebooks are added to it by our development team. Our team contact with the publishers
of the ebooks and ask that they include their title in the Kindle Unlimited catalog to make the ebooks
available for all our customers.
Please be assured that we're constantly working to improve our catalogue to make sure that Kindle
unlimited members have access to the large collection of ebooks possible.
As per your interests and demand, I've taken your concern as a feedback and forwarded the details you
shared with me to our dedicated development team so that they can look into it and make efforts to get
the "The Murderer's Ape" added to Kindle unlimited catalogue at earliest by contacting with the
publisher of the ebook.
Thanks for your suggestion about the ebook and I personally appreciate your thoughts . Your comments
and suggestions will help us improve and offer better service to our customers.
To browse titles available with Kindle Unlimited, go to www.amazon.co.uk/kindleunlimited
Hello,
From your email, I understand that you would like to get the further parts of ebooks in Kindle version.
I've checked your account and see that there are different ebooks on your account with next parts
available in Kindle and paperback edition too.
I request you to write us back with the ebook name you are referring to so that, I can check with it and
help you with the exact information on it.
I would like to inform you that the Catalogue of the ebooks available in the Kindle ebook category
changes and new ebooks are added to it by our development team. Our team contact with the publishers
of the ebooks and ask that they include their title in the Kindle ebook catalog to make the ebooks
available for all our customers.
Also, as soon as you write us back with the ebook name as per your interests and demand, we can
forward your comments as feedback to our dedicated Amazon development team so that they can look
into the issue and get in contact with the content owner and get all the parts of ebook available in
Kindle edition for you.
We will continue to work with publishers directly and ask that they make their content available on
Kindle.
Customer interests and feedback is always looked in depth here at Amazon. We'll surely try an action
upon your request as soon as possible.

ECHO MUSIC UNLIMITED
Hello,
I'm sorry to know that you are experiencing issue with playing Music on Amazon Echo with name "M's
Echo" registered on your account.
To find out the cause of issue, I've checked your account and found that the Echo device is registered
on account with email ID: mcannon@ntlworld.com that you are writing us from.
However there is no music unlimited subscription active on this account, that's the reason you are
unable to play music on Echo device.
On further checking, I found that there is music unlimited £3.99 subscription active on your related
account with email ID: ****@live.co.uk
In this case, I request you to de-register Echo device from this account and register it on account with
email ID : ****@live.co.uk so that your device and subscription will be on same account and will be
able to play music fine on Echo device.
You can use the Alexa app to deregister your device:
3. Scroll down and select "Deregister."
4. In the message that appears, select "Deregister" again.
here, select the device you want to deregister, and then select "Deregister."
Once de-registered, go ahead and register the Echo to above email and it will be working fine.
I would have helped you with the complete email ID, however due to security policies we can't share
the complete details of other email ID and account so that all personal information is protected. Hope
you understand and I'm sorry for any inconvenience this causes.
Rest assured once the Echo is registered on your that account, it will be working fine.
Also, as an alternative if you wish we can cancel the Music unlimited subscription on your other
account and help you get it activated for you on email ID: mcannon@ntlworld.com so that you can use
Echo on this account.
In case if you find any difficulty, please do write us back with the confirmation so that we can help you
further with it.

Fire for Kids unlimited cancel

FFKU cancel
Hello Tamara,
I'm sorry to know about the monthly charges for Fire for Kids unlimited subscription on your account.
subscription which came free for one year with Fire (5th Gen) Kids Edition with name "Tamara's Fire"
registered on your account . Free trial started on Sunday, 25 December 2016 and ended on Monday, 25
December 2017, which later got converted into a paid subscription on Thursday, 25 January 2018
thereby charging you £3.99 monthly as the Auto renew option was turned 'ON'.
As you were unaware of the subscription and not availing any benefit of the subscription, I've cancelled
the subscription and issued a refund for £35.91( £3.99 * 9 months) to your original payment card. This
will go through within the next 5- 7 business days and will appear as a credit on your billing statement.
Details missing
Account issue
Account missing
Account details missing
Hello Claire,
I'm sorry to know that you are experiencing difficulties to access library.
Upon checking your account with the email ID :claire.dunn69@icloud.com you are writing us from , I
see that there is no payment card and address details added to your account.
As the account details are not updated, you are unable to get the library and also we are unable to check
your library and purchases.
In this case, I request you to once update the details by following below steps and write us back once
updated so that we can check with the account details for you and help you get the device registered to
your correct account and get all the library loaded to your device.

_____________________
I request you to once update 1 click settings by following below steps on your account as all the digital
method.
To update/add address:
____________________
3. Under Country/Region Settings add you current billing address
Once done please contact us back with confirmation so that we can help you further with it.

Details missing video app
Hello Robert,
I'm sorry to know that you are unable to use prime video subscription on your TV.
Upon checking your account with the email ID :robertcoyle933@gmail.com you are writing us from , I
see that address details and video region details are not updated on your account and details are
missing.
As the account details are not updated, you are unable to sign in.
In this case, I've updated the country, video region and address on your account.
Also, I've sent password reset link to your email ID. Please access it and follow the instructions and
change the login password details. Once updated use the new password and try to login to prime video
application on TV.
Also, I see that prime video subscription is under was under pending status as the details were not
updated.
Once password it changed, I request you to register the TV by following below steps:
When you open Prime Video on your device for the first time, you're prompted to sign in or register
your device.
Registration or sign in connects Prime Video to your Amazon account so you can access Your Video
Library, manage your video settings, and more. The account information you enter links your device or
web browser to the associated Amazon account.
To complete registration on your device, choose the "Register on your [DEVICE]" option and follow
the on-screen instructions.
You can alternately select the "Register on Computer" option to complete registration on the Amazon
website. Once your 5-character registration code displays, open the link below on your computer and
follow the on-screen instructions:
https://www.amazon.co.uk/mytv
Once done please restart the TV and check if you are able to login to your account on TV and watch
videos.
I'm positive it would work without any issues.
In case if you find any difficulties please do contact us back with confirmation so that we can help you
further with it.

Family vault
Hello,
I'm sorry to know that you are experiencing issue with accepting family vault invitation and receiving
error regarding region.
Upon checking your and her's account, I found that all the account settings are fine and set to UK.
However her's Amazon drive subscription was active in US (Amazon.com) and not in (Amazon.uk)
that's the reason you were receiving error.
To get it right, I've changed her details to Amazon drive details to UK region.
I request you to once go ahead and try to accept the family vault invitation and check.
I'm positive you will be able to accept the invitation without any issues.

New tablet HD 8
Hello,
I've checked our previous correspondence with you on call and understand that you would like to get
information on the "All-new Fire HD 8 Tablet with Alexa, 8” HD Display, 32 GB, Black with Special
Offers + All-New Show Mode Charging Dock" that is added to your wish list.
I'm extremely sorry from my colleague end as the details shared by them created misunderstanding
with the tablet details.
I would like to inform you that the tablet you are referring to is going to be released on October 4,
2018. Also it is available now for pre-order .
You can access below link and click on the pre-order option from right of the page and get the device
booked for you. As soon as the device is released it will be delivered to your address.
https://www.amazon.co.uk/gp/product/B07G8PJVP9
As a Prime member, you’re eligible for Release Day Delivery at no extra cost. While you won’t see
FREE Release Day Delivery at checkout, you’ll receive an identical service through your Prime
Membership. Whenever you pre-order, the price you pay will be the lowest price offered by
Amazon.co.uk between the time you placed your order and the release date
Now here comes the part for price difference confusion like it is for GBP 129. 98, GBP 99.99 , GBP
109.98, GBP 79.99.
I would like to inform you that the price are different but the device is same. There is price difference
due to the offers on it . As per different capacity (16 GB/32 GB), with or without Show Mode Charging
Dock the price changes.
To check it on your end, I request you to access the same above link
"https://www.amazon.co.uk/gp/product/B07G8PJVP9" .
-- Now click on the "16 GB option " above color option. It is for £79.99
-- Now click on the "16 GB + Show Mode Charging Dock option " above color option. It is for
£109.98
-- Now click on the "32 GB option " above color option. It is for £99.99
-- Now click on the "32 GB + Show Mode Charging Dock option " above color option. It is for
£129.98
All the above it is the same tablet but with different offers. You can choose any of them as per your
convenience and pre-order it.
Also you can check with the detailed specifications and feature of the tablet on the same page as above
by scrolling down to last of page.
Hope, I was able to help you with the information needed.
Should you require any further assistance, please reply to this email so that we can help you with more
required information . We will be happy to help you.
Return received
Return not received
Hello,
I'm sorry to know that you have received an e-mail stating that we have not received your Amazon Fire
tablet.
I've checked your account with the tracking ID and see that the tablet is received at Amazon
successfully, I'd like to inform you that email you received is an auto generated Email sent to our
customer when they return an order and I'm really sorry for any inconvenience caused.
To help you with this, I've manually updated the details of the return in our database and marked your
device as "successfully received" in our systems . Further, you'll not receive any emails in this regards.
Please be assured that you will not be charged for these device.
Fire TV stick prime music

Fire TV stick music
Hello,
I'm sorry to know that you are unable to access music on Fire TV stick registered on your account.
Upon checking your account, I found that all the settings on your account are fine, however the music
settings are set to Brazil. That's the reason you are unable to listen to music on your Fire TV stick.
For Prime music we need to have all the details set to UK, as it is UK prime membership on your
account.
To get it right, I've updated the settings on your account and made necessary changes to your account.
I request you to once de-register and re-register the Fire TV stick so that the changes will be reflected
on your Fire TV stick and will be able to play music without any issues.
To de-register Fire TV stick:

As device is currently registered, you'll see the name associated with your account in this section.Select
this section, you'll then see a "Deregister" option. Click on it and de-register the Fire TV stick. After
you deregister, you'll be prompted to register again by entering your preferred Amazon account
information.
Once done, please try playing music on your Fire TV stick. I'm positive it will be working fine.
In case if you still find any issue, please do write us back with confirmation so that we can help you
further with it and if needed escalate the issue to our technical team for further insight.
Also you to contact us via phone or chat so that we can together perform troubleshooting on Fire TV
and resolve the issue for you at earliest.
You can reach Amazon Fire TV Customer Support by phone or chat directly by clicking the Contact Us
option on the Amazon Fire TV Support pages:
Contacting us through the website allows you to verify security and ensures we have your account
information ready when we contact you.
Please make sure you have Fire TV stick with you when you contact us, along with your power adapter
and any additional accessories.

Email issue
Hello,
I'm sorry to know that you are experiencing issues to send email from tablet Fire HD 8 (7th Gen) with
name "Antonette's 4th Fire" registered on your account.
From the details you shared with me, it can be a intermittent issue with the email application on tablet
causing the issue.
To get it right, I request you to perform below troubleshooting steps on tablet and check.
1.Clear cache data:
issue.
4. Tap "Email application" and there select "clear cache" and "Clear Data" and clear them.
button again to restart it. Once your device is back on, setup the email application and check if you are
able to send emails fine from the application.
I'm positive about steps would work and you'll be able to send email fines without any issues.
In case, if the issue still persists, I request you to write us back with confirmation so that we can help
you further with advance troubleshooting steps and resolve the issue at earliest.
Promotion code not working
Promotion details
Hello,
This is Christopher from Amazon, I hope you are doing great.
I just read your correspondence about the code you were trying to use. First, let me tell you that we can
help you out on this one, but we first need to get more insight into this, so for us to do that and
further assist you I will kindly request you to do a couple of things for me.
I would appreciate if you could let us know where you saw that promotion; if it was on our website, or
if you saw it anywhere else. This, we need to know it because we need to take a lot at our database and
see if the place you got it from matches with what we have on our system since that is the way we
would rectify this if necessary. Another thing I would like you to send us is a screenshot with the
coupon or even the webpage where it is mentioned.
If we verify this promotion was a valid one that has not yet expired, we would honor it, of course.
Please respond to this email as soon as you can to sort this out once and for all.
You can also use this link to contact us:
You can also use this phone number with the area code if the link provided does not work: +44 0 800
279 7234 (UK Free phone UK Customers)
I hope this helps, we look forward to hearing from you again.
Episodes not available
Video not available

Prime video not available
Hello,
Thank you for writing to us at Amazon.com
From your email, I understand that you are unable to find episodes post episode 10 of "Suits" on the
Prime Video Website.
The reason why we do not have the remaining episodes is because the content owners have not made
these episodes available to us so that we can provide the same to our customers. Please do understand
that this was never intentional.
I have summarized and forwarded your comments expressing your desire to be able to stream the
remaining episodes of "Suits" using Prime to our Amazon Video Business Team. They will consider
your comments and try to have better agreements with the content owners and get the remaining
episodes added to the Prime Catalog pretty soon.
Please let us know if we can be of any further assistance! Please do contact us directly on our toll free
number 180030009011 and we are happy to help you.
We look forward to seeing you soon
Music unlimited echo plan activate
Music unlimited single device plan activate
Hello,
I understand that you would like to subscribe to Music unlimited Echo plan.
I'm sorry to inform you that Music unlimited Echo/single device plan of GBP 3.99/month can be activated only by
giving voice command to Alexa.
However as you referred you would like to use your Credit card for the payment, you can at first subscribe to the
plan using Alexa device and later access below steps to change the payment card details for it as per your
convenience. Once updated you will be charged to your selected card for the subscription.
You can update the payment method for your Amazon Music Unlimited subscription from Your Amazon Music
settings on the Amazon website:
2. Go to the "Amazon Music Unlimited" section to find your plan.
3. Select the "Change" option next your payment method.
4. Follow the on-screen instructions.
You can also do this from the "Settings" menu in the Amazon Music app for Android and Fire tablets.
For more information, check out:
https://www.amazon.co.uk/help/musicunlimited/manage
You can only subscribe to Amazon Music Unlimited Single Device Plan using Alexa by saying, "Sign up for Amazon
Music Unlimited Single Device Plan."
In case if you find any difficulty please do contact us via live medium like free phone or chat so that we can work
together on it in real time and get the payment details updated as per your convenience on your account and also
get the Music unlimited Echo plan activated on your account.
For this,we need to confirm more details(payment card details, device details), which we don't recommend sharing
via email due to customer account security concern.

Hello Paul,
I'm sorry to know that you are unable to get the music on Music app. This is really not what we want
our customers to experience
To help you with it, I've investigated your account and confirmed "Amazon Music Unlimited Single
Device Monthly Plan" is the subscription that is active on your account.
I would like to inform you that Amazon Music unlimited single device plan is for GBP 3.99. This is a
single device plan, that is it is bind to the single device on which it is activated and you can't use the
subscription to play music on any other devices. You can also use your voice to find and play music, or
to add titles from Amazon Music Unlimited to My Music on the device from which the plan is
activated. That's the reason you are unable to play Music on your Music app.
I see that the subscription is bind to your Echo device with serial number G090L91181040KXV.
To access the Music unlimited on music app you can upgrade the music plan by using below
information:
You can use your voice to modify your Amazon Music Unlimited Plan through Alexa.
To do this, say to Alexa:
"Upgrade Amazon Music."
You'll see your updated plan information in your subscription details.
as crystal!


Music unlimited cancel
Hello,
From your email, I understand that you would like to cancel the Music unlimited free trial subscription
active on your account.
Upon checking your account, I see that the subscription was initiated as a free 30 days trial on Friday, 7
September 2018.
As requested, I've cancelled the subscription and also set the Auto renew to "NO".
Also, you'll be receiving confirmation email for the subscription cancellation.
Rest assured you won't be charged for the subscription.
Just so you know, anytime later needed you can also manage the subscription by following below
steps:
To cancel your Amazon Music Unlimited subscription on the Amazon website:
1. Go to Your Amazon Music Settings: http://www.amazon.co.uk/MusicSettings

2. Go to the Amazon Music Unlimited section to find your subscription.
3. Select the Cancel option in your "Subscription Renewal" details.
Hello,
I'm sorry to hear that you have been charged £3.99 for an unknown subscription and want to know the
details of the subscription.
On further checking your account I can see that Amazon Music Unlimited for Echo Monthly
subscription was activated on September 20, 2017 from 'fiona's Echo' device which was registered in
your account on September 20, 2017.
I'm really sorry this is not clear to you before.
In this case, I can assure you that it does appear to be someone you may know, so I would advise you to
speak to relatives or close friends.
I would suggest that you contact the other authorised users of the device for further information as it
appears that the charge was made by an authorised user.
You may also wish to consider the following common scenarios, in case this charge resulted from one
of these situations:
* Do you have a son or daughter away at school who is authorised to use the device? Have you asked
them about this charge?
* Do you have a spouse, friend, relative, or co-worker who has access to your device and may have
placed an order?
If you find that the order was not initiated by an authorised user of your account, I request you to please
change the password for your account.
Also, if you are unaware of it or do not want to continue with this membership, please let us know by
replying to this email so that we'll cancel the subscription for refund.
cancellation of the subscription. Please understand that we would like to provide the efficient service to
your satisfaction.
We look forward to assisting you.
Hello Caroline Warren,
I'm sorry to know that you have been charged £7.99 monthly on your Bank Statement for Amazon
Music.
Upon checking your account, I see that the charge which you are referring to is for "Amazon Music
Unlimited Monthly Prime Discount" subscription.
I'd like to inform you that the subscription was activated as a free trail for 30 days on Thursday, 28 June
2018 which later got converted into a paid subscription on Saturday, 28 July 2018 by charging you
£7.99 monthly as the Auto renew option was turned 'ON'.
As you were unaware of the subscription, I've cancelled the subscription and issued a refund for £7.99
* 2 months (£15.98), this will go through within the next 5- 7 business days and will appear as a credit
on your billing statement.
*******************************
Further, I'd like to inform you that Amazon Music Unlimited and Prime Music share similar features,
but are two separate services.
go to:
apologies for this.
We would love to hear your feedback on the service provided to you today. Please share your thoughts
via the 'Did I solve your problem?' link below.
Prime video ios
Video ios
Hello,
I'm sorry to know that you are unable to watch movies in prime video application on iPad device.
To find the cause of issue, I've checked your account and see that all the settings are fine on account.
It seems to be some intermittent issue with the prime video application on iPad or can be the
application is not connecting fine to Amazon account.
To get it right, I request you to perform below troubleshooting steps and check.
1. De-register and register in prime video application so that any network glitch will be cleared.

2. Select "My Account."
3. Select "Sign Out."
4. Select "Sign in" and login with your Amazon credentials and restart iPad and check if you are able
to watch videos.
In case, if it didn't work, please uninstall and re-install the application and check
Uninstalling and then reinstalling the app can often fix intermittent issues. To uninstall the app, on your
device's home screen, long press the "Prime Video" icon until all the icons begin to shake or wiggle.
Tap the "X" in the upper-left of the screen, and then tap "Delete".
To re-install the app, launch Apple's App Store and search for "Prime Video". Tap the price button, and
then select "Get" to download the app again. After the Prime Video app loads, enter the e-mail address
and password associated with your Amazon account prompted to regain access to Your Video Library.
I'm positive above steps would work and you will be able to watch videos fine without any issues.
In unlikely event, if the issue still persists, you can also contact us via free phone or chat so that we can
together troubleshoot the issue in real time and if needed escalate the issue to our dedicated technical
team, so that they can narrow down the cause of issue and help get the issue resolved.

I can understand that requesting you to contac back again may add further to your inconvenience. This
Prime video refund
Hello,
You can cancel an accidental Prime Video order within 14 days of purchase from Your Account, if you
haven't attempted to stream or download the video.
To cancel an accidental Prime Video order:
1. Go to Your Digital Orders: https://www.amazon.co.uk/digitalorders

2. Find the accidental order you’d like to cancel.
3. Select the “Cancel Items” button. A popup window will appear.
4. Choose a reason for the cancellation from the dropdown menu and then select the “Cancel This
Purchase” button.
Your refund will be applied to the payment method used for the original order and should complete
within a few business days. For more information, go to:
https://www.amazon.co.uk/refunds.
The video will be removed from Your Video Library as a part of the refund process.
To prevent accidental purchases in the future, you can enable parental controls or set a Purchase PIN
for your account on the Prime Video Settings page (https://www.amazon.co.uk/pin).
Learn more by watching this help video: https://www.amazon.co.uk/gp/help/customer/display.html?

nodeId=201754000&video_id...
Ebook refund
Ebook cancel
Hello,
I understand that you would like to return the ebook "RHS Pruning Plant by Plant:" purchased for £8.84
I've checked your account and on your request cancelled the ebook and issued a complete refund of £6.99 for the
same to your original payment method.
statement.
Just so you know, you can request a refund for items purchased from the Kindle Store within fourteen days of
purchase. Visit the Manage Your Content and Devices page (www.amazon.co.uk/mycd), click the Actions tab
for the title you’d like to return, and select “Return for refund”.
If you have any further concerns, please feel free to write us back we are always here to help you at any point of
time.
Rest assured, we will take each and every action to prevent you from bearing any loss at Amazon.co.uk as we
value our customer's investment and trust more than anything else.
On a personal level, I appreciate your patience, cooperation and understanding in this matter. It is our privilege to
have you as our valued customer & we want to make sure you are always taken care of.
Thanks for your understanding and patience. I hope you'll understand our limitations in this regard.
Family fraud
Hello Andrew,
I'm sorry to know about the charges of €2.99 and €5.99 on your account.
I've checked your account and see that there are no such charges on your account with email ID:
toandrewlambert@gmail.com
However, on further checking with your account, I see that the charges €2.99 and €5.99 are for prime video
membership on your related accounts both the account with email ID : ***@gmail.com
I request you to check with your family members once for the subscription details on there account and sharing
same payment card details as of yours.
For security reasons, we can take action or send information to the e-mail address that is associated with the
subscription registered Amazon.co.uk account. This is the only way to be certain that the request is coming from the
account holder and that all personal information is protected. We're sorry for any inconvenience this causes.
If you wish we can go ahead and cancel the subscription for you and issue a complete refund for charges on both
the related account. I request you to contact us from that account so that we can go ahead and take action on
account and help you with it as per your convenience.
In case if you find any difficulty, I request you to contact us via live medium like chat or free phone so that we can
work together in real time and verify few details and help you with the refund for the charges.

I'm sorry to make you contact us back again, however be assured this is the only way to help you with it
accordingly.
Tablet music app
Music issue
Hello Steve,
I'm sorry to know that you are experiencing issues in listening downloaded music on Fire (5th Gen)
I've checked your account and see that all the settings and the subscription is fine on your account.
It seems to be some intermittent issue with the tablet or can be issue with tablet connecting to Amazon
account.
To isolate the issue, I request you to perform below troubleshooting steps and check.
1. Clear data :
4. Tap "Amazon music application" and select "Clear Data".
2. De-regsiter and re-register :
2. Tap My Account.
3. Tap De-Register and again tap on Register option and login with your Amazon credentials
Now restart the tablet and check with the music once.
I'm positive about steps would work and you will be able to listen to music files without any issues.
Please be assured let me assure you that we are here to take care of your problem and we do take full
responsibility for any troubles you have with devices, orders, subscriptions and will help you with the
refund too if we fail to help you with the issue.
All I want is you to be satisfied with our services, as at Amazon we always care for all our customer
needs you being a part of Amazon family member.
that we can help you further with the concern and also if needed we will escalate to our technical team
for further insight.
You can also reach us via chat or freephone directly by clicking the Contact Us option at a time that

Echo setup
Hello Sophia,
From your email, I understand that you are concerned with the functions of "Amazon Echo Dot (2nd
Generation) " received today.
I would like to inform you that Echo dot is used to listen to music, control your smart home devices,
order millions of products using only your voice, read the news, set alarms and more.
I request you to please access the below link to check with the details on uses of Amazon Echo dot.
https://www.amazon.co.uk/Amazon-Echo-Dot-2nd-Generation/dp/B01DFKBG5Y
I will help you with the step by step links from setup Echo dot device to different uses of it . It will be
easy for you to follow, as the links shows detailed information on how it functions and how to use Echo
dot device.
1. FAQ's for Echo device:
2. You can access below link to start setup your Echo device
https://www.amazon.co.uk/gp/help/customer/display.html/ref=help_search_2-16?
ie=UTF8&nodeId=201994280&qid=1537117593&sr=2-16
3. About light Rings
4. Ways to Listen to Music & Media on Alexa
5. For commands you can give to Echo dot to play music, please access below link:
6. Help Around the House with Alexa
7. Alexa calling
8. Connect Smart Home Devices to Alexa with Smart Home Skills
I hope above links will be helpful to get all the detailed information on working and uses of the Echo
dot device you received.
In case if you find any difficulty please do write us back so that we can help you with it at earliest.
You can also contact us via chat or free phone so that we can work together on it in real time.

Alexa comms
Hello,
I'm sorry to know that you are experiencing issues to link your son's mobile number to his Echo device.
As your son is link to your Amazon music at first we need to delink/deprovision his number and then
relink/reprovision it to his account so that he can log in to his Echo.
We need to gather few details like phone number, device details and other details of your Son's account
to help you with it.
For security reasons, we can take action or send order information to the e-mail address that is
associated with the Echo registered Amazon.co.uk account. This is the only way to be certain that the
request is coming from the account holder and that all personal information is protected. We're sorry for
any inconvenience this causes.
In this case, I request you to contact us via live medium chat or free phone from your Son's account so
that we can work together in real time and help you with it at earliest.

Hello Carol Brown,
I'm sorry to know that you are facing issues while Linking your phone number with the Alexa
application to use Calling and Messaging service.
Upon checking my resources, I'd like to inform you that this type of issues may encounter if there's an
Amazon account that already exists with this mobile phone number.
I would have Linked your phone number with the Alexa application , However we need some
information (Phone Number Details) to help you to Link the Number.
To resolve this issue I request you to contact us via Free phone so we can verify your phone number
and help you to linking it with the Alexa application.. (Please be informed that Phone Number Linking
can only be done via Free Phone we need to confirm the Phone Number Details detail which we do not
recommend sharing via email due to customer security concerns)
This needs to be handled by Alexa Customer Support over the phone. Please contact us by phone using
the link below. We're available 24 hours a day, 7 days a week.
When you contact us, please make sure you have your phone with you.
I'm sorry in asking you to contact back on the same issue, However I can hope by this way we can
resolve it.
Thank you for being Amazon's valuable customer. We hope you can contact us soon so we can help
solve this problem quickly.
Hello,
I'm sorry to know that you are experiencing issues to link your mobile number to Echo dot device
Upon checking my resources, I'd like to inform you that you encounter this issue if there's an Amazon
account that already exists with this mobile phone number. To get it right at first we need to
delink/deprovision number and then relink/reprovision to this account.
We need to gather few details like phone number, device details to help you with it which we do not
recommend sharing via email due to customer security concerns.
In this case, I request you to contact us via live medium chat or free phone so that our Alexa team can
help you without any further delay


Hello Rachel,
I'm sorry to know that you are being charged for Music unlimited subscription even after cancelling the
subscription.This is not what we want our customers to experience.
To find details on charges, I've checked your account and see that the Music unlimited subscription is
still active on your account. That's the reason you were charged for it.
In this case, to help you with it I've cancelled the subscription for you and also set the auto renew to
'OFF". Be assured you will not be charged for it anytime later. You will be receiving the subscription
cancellation email shortly.
Also, I've issued refund of £7.99 to your original payment method. Refunds usually go through within
five to seven business days and you will see this amount credited on your next statement.
Non account
Hello,
I understand that you would like to cancel the subscription active on your account.
I've checked your account with email ID: antonsamuelsson_@hotmail.com you are writing us from
and unable to find any subscriptions active on your account.
On further checking your account, I see that there is Prime video subscription active on your releated
account with email ID : ***@yahoo.com
For security reasons, we can take action or send order information to the e-mail address that is
associated with the subscription registered Amazon account. This is the only way to be certain that the
request is coming from the account holder and that all personal information is protected. We're sorry for
any inconvenience this causes.
I request you to contact us from the email ID : ***@yahoo.com so that we can take action on account
and get it cancelled for you.
Also if you find any difficulty, you can contact us via chat or free phone so that we can verify account
details and help you with it accordingly.

Promotional credits
Hello James,
I've checked our previous correspondence with you and see that you are concerned with the charges for
the remote batteries incurred to you due to faulty remote.
I understand the inconvenience this situation has caused and apologies for in this regard. On this
occasion, as you mentioned you spent almost £10.00 for it, I've added £10.00 promotional credit to
your account, for use towards your next Amazon.co.uk order.
section of Your Account.
later date.
Subtitle missing
Video not available
Hello,
I'm sorry to know that you are unable to get Finnish subtitles in Goliath season 1 episode 8.
I've replicated the for the same on our test devices and found that the subtitles are missing.
Thank you for bringing this error to our notice.
To get it right, I've taken your comments as feedback and forwarded to our dedicated prime video team so that they
can look into the issue and get in contact with the content owner and get the subtitle available for the Episode 8
The reason why the subtitles are missing is because the content owners have not made these episodes available
with Finnish subtitles to us so that we can provide the same to our customers. Please do understand that this was
never intentional. If it was possible, I would have surely helped you with it right away.
As we have summarized and forwarded your comments expressing your desire to be able to stream the video in
Finnish language to our Amazon Video Business Team. They will consider your comments and try to get it at
earliest.
We'll surely try an action upon your request as soon as possible.
for you.

Music unlimited payment card update
Hello,
I understand that you are concerned with the payment card email received in your inbox.
I've checked with your account details and found that the email is sent to you from Amazon.
On further checking your account, I see that system was unable to authorise your payment card to charge for
Amazon Music Unlimited subscription active on your account for month of September 2018 that's the reason you
received the email as reminder to update the payment card to receive uninterrupted Music service on your account.
I see that the expiry date of the cards added to your account is over, that's the reason the payment card is declined
and we are unable to charge to it.
In this case to get everything right and continue with the subscription, I request you update the payment card by
following below steps
3. Under Digital Payment Settings, click Edit Payment Method to update or change your payment method.
In case you find any difficulty or issue still persists, please do contact us via chat or free phone so that we can work
together and get the card updated to your account.

Alexa feedback
Hello Jonathan,
Thank you for writing to us and let us know about your great idea to improve Alexa functionality.
I really appreciate your efforts to bring it to our notice your ideas on Alexa devices and skills.
As our Alexa development team are constantly working on developing Alexa and its skills to make it
better day by day and helpful to our customers in daily life, it is a great contribution from your end.
Infact, I too completely agree with all the details you shared with me regarding our life, time we get
and how we can use Alexa technology to ease our work load.
I've made a note of the points you mentioned and taken your comments as a feedback and forwarded it
to our Alexa development team so that they too can consider it and come with with the Alexa skill
which can provide us with the features you referred in email.
Be assured all our customer feedback are taken care of on serious note, as this is what our customers
expect from us to be a happy Amazon family member.
improvements, we can make in Alexa.
I seek your patience and understanding while we work and add features to Alexa.
We're glad you took time to write to us and look forward to see you again soon.
care of.
Thank you.
Hello Sean,
This is Yaser from Amazon technical team.
I'm sorry to know that you are gettings voice notification saying "Track played from Amazon Music"
before playing any music track.
I would have surely helped you to turn off these prompt if there was any option any way to turn off
those voice commands available.
This feature on Alexa, helps our customer to distinguish if the Music is played from Amazon library or
from radio service like spotify or offline music from device.
I would like to thank you for your reviews and feedback on voice prompt. I've forwarded your
feedback to our dedicated Alexa development team so that they can look into it so that they can make
necessary changes to it at earliest that it can be convenient for our customers to interact with Alexa
devices.
Infact, I too completely agree with all the details you shared with me regarding and can understand that
getting same prompt before any song is very annoying.
As our Alexa development team are constantly working on developing Alexa and its skills to make it
better day by day and helpful to our customers in daily life, it is a great contribution from your end.
Be assured, customer feedbacks are always taken care at Amazon, as this is what our customers want
from us to improve our products and how we can make them easier to use.
improvements, we can make in Alexa.
I seek your patience and understanding while we work and add features to Alexa.
We're glad you took time to write to us and look forward to see you again soon.
care of.
Thank you.
Payment pending
Activation pending
Hello Megan,
I'm sorry to know that you are unable to subscribe to Music unlimited subscription. This is not what we
I've checked your previous correspondence with us and see that my colleague has cancelled Music
unlimited subscription due to some misunderstanding and issued a complete refund for the same. Later
my other colleague helped you with the cancellation and refund of Kindle unlimited subscription.
I'm really sorry for inconvenience caused in this regards.

Upon checking your account, I see that the Music unlimited subscription activation request is already in
process at our system. Also the payment for the subscription is being authorized and is under pending
status.
While the majority of communications take a short time to process, occasionally a transaction may take
up to four hours to be authorized.
You’ll get an e-mail confirmation as soon as we receive authorisation and we’ll let you know by e-mail
if we run into any difficulty. If the charge doesn't go through, we'll ask you to change the payment
method.
You can change the payment method for future orders from Your Default 1-Click Payment Method
under the "Settings" tab at http://www.amazon.co.uk/mycd
Be assured, as soon as the process is completed you will be able to use the Music unlimited
subscription without any issues.
Family fraud
unknown charges
Related account charges
Hello Melissa,
I'm sorry to know about unknown charges of £7.99 and £3.99 each month to your payment card
To help you with the charges, I've investigated your account and found that the charges of £3.99 is for
Music unlimited Echo subscription active on your account.
The subscription was activated from the Echo (2nd Gen) device with serial number
G2A0RF04804102LE and name "Melissa's Echo" registered on your account. It was activated on 12
March 2018 charging you £3.99 each month from March 2018 to September 2018.
------------------------------------------------------------------
Regarding the charges of £7.99/ month, I see that the charges are not on your account with email ID :
melissa.coleman@btopenworld.com that you are contacting us from.
On further checking with your related accounts, I found that the charges for £7.99 are for Amazon
Music Unlimited subscription active on your husband's account.
Please be informed that Amazon Music Unlimited and Prime Music (Prime benefit) share similar
features, but are two separate services.
If you wish, I can go ahead and cancel the additional subscription of Music unlimited on your and
husband's account for you and issue a refund for the same. However, if I cancel the subscription then
you will lose access to subscription contents, for which we need your permission. We need your
confirmation to cancel the subscription if not needed.
Also, to cancel and issue refund for the Music unlimited subscription on your husband's account, I
request you to contact us from his account. For security reasons, we can take action or send order
information to the e-mail address that is associated with the subscription registered Amazon.co.uk
account. This is the only way to be certain that the request is coming from the account holder and that
all personal information is protected. We're sorry for any inconvenience this causes.
Also you can reach us via chat or freephone directly by clicking the Contact Us option at a time that
best suits you on any of our Support pages so that we can work together in real time and help you with
it without any further delay.


Music unlimited preview subscription
Hello,
I'm sorry to know about unknown activation of the Music unlimited subscription on your account.
Upon checking your account, I see that the subscription is a "Music unlimited free Preview "
subscription on your account.
The subscription was initiated as a free 14 days trial on 10 September 2018 which ends on 24
September 2018
Be assured as it is a free preview of the subscription you were not charged for it.
To help you with it, I've cancelled the subscription and set the auto renew to "NO" so that you won't be
charged for it any time later.
Also to cross check about the activation of Music unlimited subscription, I've contacted our
investigation team and they have checked your account thoroughly, informed us that your account is
secure and there has been no fraudulent activity on your account.
I found that that the free subscription was activated from Echo (2nd Gen) with name "Ricky's Echo"
registered on your account. Also Amazon sent same confirmation email to your email ID on Monday,
10 September 2018. For your reference I'm resending the same email to your email ID once again.
Fire phone contact transfer
Hello,
I understand that you would like to get contacts from old fire phone to new fire phone.
Firstly, I would like to thank you for your interest in Fire phone and being Amazon's family member.
Regarding your concern, there are three ways to transfer contacts from old phone to new phone.
1. Import from SIM card. Make sure the old SIM card is inserted in new phone and then tap the
overflow menu in the top right corner. Select Import All. You must import all contacts on the SIM.
2. Import from storage -
Create a copy of your contact list on your device. This copy is saved as a .vcf file. You can transfer .vcf
files from your old Fire phone to your computer using a USB cable. Then import contacts from a .vcf
file. You can transfer .vcf files from a mail account on your computer to your phone using a USB cable.
3. From email accounts: I would like to inform you that you can import contacts from supported
providers on Fire phone. Contacts can currently be imported for Gmail,
Hotmail/MSN/Live/Outlook.com, Yahoo!, and Exchange accounts. If you import your contacts, those
contacts can be used by other Amazon services on the device.
By default, Fire phone will import contacts saved to your Email, Calendar and Contacts account.
Also you can manually add contacts later by opening Contacts under Apps, then tapping New at the top
of the screen. These contacts will be backed up to the Amazon Cloud, and if you choose to, you can
disable backup through Contacts General Settings.
Hope I was able to answer your query.
We understand that there are times when you'll need to talk to us on the phone.
If you prefer to call us, we're available 24 hours a day, 7 days a week. Freephone (within the UK):
0800 279 7234
International customers can reach us at +44 (0) 207 084 7911.
Music unlimited Echo cancel
Hello Graham,
I'm sorry to know about £3.99 charges on your account.
I've checked your account and see that the charges are for "Amazon Music Unlimited Echo"
subscription active on your account.
The subscription was initiated as a free 30 days trial on 4 January 2018 which later was upgraded to
paid membership on 3 February 2018 charging you the monthly subscription fee of £3.99 from
February 2018 to September 2018 as the auto renew was set to "YES"
On Further checking with account, I found the subscription is activated from device Amazon Echo
with name "Graham's Echo" and serial number G090LV03718700VN registered to your account.
Amazon Music Unlimited Echo subscription is an on-demand music streaming service that offers
access to tens of millions of songs.I would like to inform you that the Music unlimited Echo plan is a
single device plan, that is it is bind to the single device on which it is activated.
If you are unaware of the subscription and wish to cancel the subscription, I can cancel the subscription
for you and issue complete refund for the same. But if I cancel the subscription you will lose access to
the subscription content. Before taking any action, we need your permission.
Hello,
I'm sorry to know about charges for digital services on your account.
To help you with it, I've investigated your account and confirmed "Amazon Music Unlimited Single
Device Monthly Plan" is the subscription other than prime that is active on your account.
The subscription was initiated as a free 30 days trial on 4 September 2017 which later was upgraded to
paid membership on 4 October 2017 charging you the monthly subscription fee of £3.99.
On Further checking with account, I found the subscription is activated from device Amazon Echo
with name "Peter's Echo " and serial number 90F0081871860166 registered to your account.
Amazon Music Unlimited Echo subscription is an on-demand music streaming service that offers
access to tens of millions of songs.I would like to inform you that the Music unlimited Echo plan is a
single device plan, that is it is bind to the single device on which it is activated.
services.
If you are unaware of the subscription and wish to cancel the subscription, I can cancel the subscription
for you and issue refund for the same. But if I cancel the subscription you will lose access to the
subscription content. Before taking any action, we need your permission.
Music unlimited Echo subscribe
Hello Phil,
I understand that you would like to subscribe to Music unlimited Echo plan at £3.99/month.
I'm sorry for misunderstanding to activate the Music unlimited Echo/single device plan.
I would like to inform you that Music unlimited Echo device plan of GBP 3.99/month is a single device
plan and can be activated only by giving voice command to Echo device and you can use the
subscription to play music on the device from which it is activated.
At first, we need to register the Echo dot device to Amazon account and then follow below steps to
activate the music subscription on Echo device.
Then command Alexa on Echo device as ""Sign up for Amazon Music Unlimited." You will be
subscribed to Music unlimited Echo plan for £3.99/month plan.
As the plan is free to use for first 30 days you can access the music unlimited benefits on all the
compatible devices registered on same account till end of the free trial and after end of the free trial the
subscription can be used only on Echo dot device from which is was activated.
Anytime later, You can make changes and upgrade to different music unlimited plan by following
below steps:
Please feel free to let us know if there is something else we can address for you, Phil.
Music backup
Music copy
Hello,
I've checked your previous correspondence with you and see that you are concerned with backup the
prime music files downloaded to your Android phone.
I personally apologize for the inconvenience caused to you, as my colleagues were unable to help you
with the exact answer for your concern and helping you with incorrect information.
Regarding your concern, the answer is as the music files downloaded to Android phone are DRM
protected we cannot backup them to any other devices from your Android phone.
The prime music files downloaded to your Android phone can be accessed offline from the music
application on your phone, but they can't be transferred or backup to any other device via any means
due to DRM protection.
Content owners choose to apply DRM to their content, and when they do, we respect and protect that
DRM.
You can only access them on the device and from the application on which you downloaded them.
Hope you understand that due to DRM protection limitations backup is not possible.
Please feel free to let us know if there is something else we can address for you. We are always here to
CSA error
CSA refund error
Hello Lynn,
I sincerely apologise for the issue you had to face with receiving the refund for the Kindle Unlimited
charge.
I've checked the details and I see that my colleague did try to initiate a refund, however it failed to due
to some technical reasons. Please accept our apologies as I agree and accept that its a miss at our end.
To get the issue resolved for you, I've now ensured with keeping minute details in factor that all the
refund of 7.99 GBP for the 12 months is issued individually. Please be assured that I've done it for you.
You now have my word and I want to assure you that there wouldn't be any miss any time.
You will be able to see the refund go through within the next 5 to 7 business days and will apply to the
payment method used for the original purchase.
Should you require any additional information or assistance, please feel free to contact us back and
we'll be glad to assist you.
Hot wheels race off is not a KFTU app, hence the app will not work in child profile.
Kindly educate the same to the customer.
Resolving the TT.
Music unlimited plans
Hello Jonathan,
I understand that you would like to get information on the Music unlimited plans to listen on Echo
device and also on prime subscription.
If you wish you to have the music unlimited subscription access on other devices too then you can
upgrade the Music unlimited plan to either Music unlimited family plan or Music unlimited plan.
Below are the details of the all the Music unlimited plans:
I would like to inform you that, Amazon Music Unlimited subscription is an on-demand music
streaming service that offers access to tens of millions of songs. Any of the below Music unlimited
plans are free to use for first 30 days and later will be charged as per the plan.
1. Music unlimited Echo plan:

I would like to inform you that Music unlimited Echo device plan of GBP 3.99/month is a single device
plan and can be activated only by giving voice command to Echo device and you can use the
subscription to play music on the device from which it is activated.
You can follow below steps to activate the music subscription on Echo device.
Command Alexa on Echo device as ""Sign up for Amazon Music Unlimited." You will be subscribed to
Music unlimited Echo plan for £3.99/month plan.
As the plan is free to use for first 30 days you can access the music unlimited benefits on all the
compatible devices registered on same account till end of the free trial and after end of the free trial the
subscription can be used only on Echo dot device from which is was activated.
2. Amazon Music Unlimited – Listen on any of your compatible Amazon Music devices (computers,
Android, iOS, Fire tablets, Fire TV, Echo, Echo Dot, Amazon Tap, and supported third-party sound
systems). You can also download songs on mobile devices for offline playback.
3. Amazon Music Unlimited for Students – Eligible students receive a discounted rate on the Amazon
Music Unlimited plan. To be eligible, students must be currently enrolled at an accredited college or
university, and provide verification through SheerID.
4. Amazon Music Unlimited Family – Six family members (subscriber, plus 5 invitees age 13 and
older) can listen on any of their compatible Amazon Music devices (computers, Android, iOS, Fire
tablets, Fire TV, Echo, Echo Dot, and supported third-party sound systems). They can also download
songs on mobile devices for offline playback.
Once you subscribe to any of the plans you can make changes and upgrade to different music unlimited
plan by following below steps:
You'll see your updated plan information in your subscription details.Your new plan and pricing take
effect immediately, and you'll receive a refund for the remaining period of your current Amazon Music
Unlimited for Single Device plan.
Regarding your concern with the Amazon prime membership, I've forwarded your concern to our
dedicated Prime team. Please be assured you will be contacted soon by them to help you with the
details on prime subscription and also for offers on prime.
Music app update ios
Music app ios

Music ios
Hello James,
I'm sorry to know that you are experiencing issues to update Amazon music application on your iOS
device.
A good first step is to make sure you have the latest version of the Apple software installed on your
device. To check if your software is up to date, tap "Settings", tap "General”, and then tap "Software
Update". If you see the message "Your software is up to date" you're all set. Otherwise, follow the on-
screen instructions to update your software.
device's home screen, long press the "Music application" icon until all the icons begin to shake or
wiggle. Tap the "X" in the upper-left of the screen, and then tap "Delete".
Now follow below steps to download latest application.
To install the latest version, visit the App Store and search for "Amazon Music". An "Update" option
displays on the app's detail page if an update is available
If there isn't an update available or if you need more help, Amazon Music specialists can be reached by
phone or chat 24 hours a day, seven days a week at:
Hello,
I'm sorry to know that you are receiving error 168 while using Amazon music application on iPhone.
To get details on the issue, I've checked your account and see that all the settings are fine.
To get the issue resolved, I request you to perform below troubleshooting steps on your iOS device to
isolate any intermittent issue with the application and get it work fine.
At first please restart your iPhone once.
1. Check for updates:
2. Uninstall and re-install the music application :
displays on the app's detail page if an update is available.
Once installed, open the application and login with your Amazon credentials and check if it works fine.
I'm positive above steps would work and you'll be able to play music fine on device without any issues.
If you find any difficulty, I request you to write us back with the confirmation and also a screenshot of
error will be helpful so that we can help you further with the issue and if needed get it escalated to our
technical team so that they can help us with it and get the issue resolved for you at earliest without any
further delay.
Also you can contact us via free phone or chat so that we can work together on concern in real time.

Music unlimited download limit
Prime video download limit
Hello Tracy,
I understand you would like to get the information if two people can download on separate devices.
To help you with it, I've checked your account and see that there is Prime and also Music unlimited
services active on your account.
I'm sorry, but I wasn't able to determine exactly if you are referring to Music download or Prime video
download. In this case, I've helped you with both the information below.
1. Prime video download:
From the "Customer Selected Issue", I see that you are referring to downloading prime videos.
I would like to inform you that only the owner of the Prime account can also browse and download
Prime titles using there account login details. You can download eligible Prime titles on up to two
compatible devices. A notification typically displays onscreen if you've downloaded a title on too many
devices, or if you've downloaded the maximum amount of 15 Prime video titles across all the devices
on your account. Prime Originals do not count towards this limit, and can be downloaded to compatible
devices as many times as you wish.
Prime Video downloads are only available to paying Prime members and other members cannot
download them. However, you can create a household and add family member to it to share the prime
video with them so that other person can also watch the video. Prime Household member receiving
shared benefits, can stream Prime Video titles but won't have the option to download content.
As an alternative, if you want two family member download the same prime video on two different
device, if you are comfortable with it you can share your login detail with them so that they can
download on there device.
You can access below link to get detailed information on creating Amazon household :
2. Music unlimited download:
Yes, two different people can download music unlimited tracks on different devices using Music
unlimited subscription on your account.
You can download music from Amazon Music Unlimited for offline playback on compatible mobile
devices.
Compatible mobile devices include:
-- Amazon Music for Android

-- Amazon Music for iOS
-- Fire tablets
You can download up to 100,000 songs from the Amazon Music Unlimited library. The songs can be
downloaded to any compatible mobile device registered to your Amazon account. You can have up to
10 different devices authorized to use Amazon Music on your account. You can add other person's
device by accessing below link so that they too can download music files. For more information about
device authorization, check out:
https://www.amazon.co.uk/amazonmusic/authorise
Amazon Music Unlimited titles are not available for download to computers (via Amazon Music for
Web and the Amazon Music app for PC and Mac).
I hope the above information answers all your questions but if I missed anything or any other questions
come up, please reply to this email and I will gladly help you further until everything is clear as crystal!
BT sports
Hello Colin,
I'm extremely sorry for the inconvenience caused because of time taken by our chat team to help you
with the concern on BT sports.
attention, I've escalated your feedback to our manager so that it can be forwarded to relevant team and
appropriate action can be taken on it.
Thank you for sharing the link with me. I've read the complete information mentioned in the link for
you.
Also, to help you with the correct information on it, I've checked my resources can confirm that the BT
sport channel is as of now unavailable under Prime membership. That's the reason you are unable to
access BT sports contents without purchasing package from the BT sports.
You too can access below link to check with all the channel subscriptions available with Amazon prime
membership:
https://www.amazon.co.uk/gp/video/storefront/ref=atv_hm_hom_4_slct?
ie=UTF8&filterId=OFFER_FILTER%3DSUBSCRIPTIONS&node=3280626031
Currently, we don't have any confirmation regarding BT premier league videos to be available under
Amazon Prime subscription, however be assured if it is made available you will be updated with the
same via official Amazon email also will be able to see the same on above link I shared with you.
As the link you shared with me is a third party link and yet we don't have any update on the
information, any guess or speculation on the premier league availability in prime will be incorrect or
false information for you. Hope you understand.
Also, I have summarized and forwarded your comments expressing your desire to be able to stream the
BT premier league using Prime to our Amazon Video Business Team so that they will also consider
your comments and try to have better agreements with the BT sports and get them available pretty
soon.
Please feel free to let us know if there is something else we can address for you, Colin.
Music app ios
Hello,
I'm sorry to know that you are unable to get the recently purchased music files on iOS Amazon Music
Player.
I've checked your account and see that the purchase is completed successfully, however due to some
intermittent issues was not delivered to your device and is showing as pending status in our systems.
To make this right, I've manually sent the music files to your account and device.
I request you to refresh your Cloud Library to sync with your latest purchases by tapping the gear icon
to open Settings and then tapping Refresh Cloud Library in Amazon Music application on iOS device.
Now to search for your music, tap the Search icon in the lower left corner. Enter the name of the artist,
album or song in the search bar.
In case if you still unable to get the music I would suggest you to perform below troubleshooting steps,
so that any technical glitch with the application will be cleared and you will be able to access Amazon
music once again.
At first please restart your iPhone once.
1. Check for updates:
2. Uninstall and re-install the music application :
displays on the app's detail page if an update is available.
Once installed, open the application and login with your Amazon credentials and sync the device as
done previously and check if you see music files.
I'm positive above steps would work and you'll be able to play music fine on device without any issues.
If you find any difficulty, I request you to write us back with the confirmation so that we can help you
further with the issue and if needed get it escalated to our technical team so that they can help us with it
and get the issue resolved for you at earliest without any further delay.

Ebook preorder
Feedbacks
Hello Elaine,
From your email, I understand that you are interested to purchase the ebooks Big Stone Gap and two others in the
series which are on pre-order, but concerned with the pre-order date.
I've checked my resources and see that date that is displayed on the web page is "12 December 2019" is correct.
I would like to inform you that the release dates for the ebooks are planned by the authors of the ebook and shared
with us and as per the date they give ebook and pre-order date is reflected on the website.
As of now the pre-order date for the ebooks "Big stone Gap" is 12 December 2019. Famous authors plan to release
there books a long before and as per agreements with the content owners the ebook is available for pre-order.
In case, if there are any changes are made from the content owners the same will be reflected on the website and
you'll be able to see the updated date on Amazon website.
Also as per your interests, I've sent your feedback to the relevant department to look into this. We're always looking
to give out customers maximum options on our store and will surely try to get the ebook at earliest for you so that
you can enjoy reading the ebook.
Dolby Atmos
Hello,
I'm sorry to know that you are unable to get Dolby Atmos sound on Nvidia Shield TV box.
I've checked my resources and see that as of now Dolby Atmos is available on UHD content that's the reason you
might not get Dolby Atmos sound on low resolution video.
I would like to inform you that our Amazon video development team is constantly working to improve the features
and make it compatible with most of the device and video formats our customers own and can use for all category
of device that can be made possible to use Dolby Atoms sound.
I've made a note of the points you mentioned and taken your comments as a feedback and forwarded it to our
Amazon video development team so that they too can consider it and come with with the options which can provide
us with the features you referred in email.
As we have summarized and forwarded your comments expressing your desire to be able to stream the video in
Dolby Atmos sound on your Nvidia Shield TV box to our Amazon Video Business Team, they will consider your
comments and try to get it at earliest.
for you.
Unlock tablet
Password issue tablet's
Hello Janis,
I'm sorry to know that you are experiencing issues with security code to unlock the tablet.
To help you with it, I've checked your account and see that Fire HD 8 (5th Gen) with name "Janis's
Fire" is registered on your account.
If you can't remember the password or PIN for your Fire, you can reset your Fire to regain access.
Before you do this, I need to let you know that your device will reset in a state similar to when it was
new. This means:
- Your current Amazon.co.uk account registration will be removed. You'll need to re-enter the details of
your Wi-Fi network, select your time zone, and register your Fire again after you reset your device
before you can download digital content stored on your Amazon.co.uk account.
- You device settings will be reset to the defaults. If you created a parental controls or lock screen
password, you'll need to create them again after you reset the device.
-Any digital content purchased from Amazon.co.uk or saved in your Amazon Drive can be downloaded
again after you register your Fire again.
To reset your Fire if you don't have the password or PIN:
1. From the lock screen on your Fire tablet, enter the wrong password or PIN five times.
2. After the fifth incorrect attempt, a notification will appear with options to wait 30 seconds, reset your
PIN, or factory reset your device.
3. Tap Reset Your PIN.
4. Enter your Amazon account password and then tap Continue.
5. Enter your new PIN or Password and then tap Finish.
Now enter your new lock screen PIN or Password to unlock your device
In case if you find any difficulty, please do write us back with confirmation to help you further with it.
Also you can contact us via free phone or chat so that we can work together on concern in real time and
help you get the tablet unlocked at earliest.
Also, to cancel and issue refund for the Music unlimited subscription on your husband's account, I
request you to contact us from his account. For security reasons, we can take action or send order
information to the e-mail address that is associated with the subscription registered Amazon.co.uk
account. This is the only way to be certain that the request is coming from the account holder and that
all personal information is protected. We're sorry for any inconvenience this causes.
Fire for Kids books download
Kids tablet book download
Hello,
I'm sorry to know that your granddaughter is experiencing issues to download ebooks on Fire 7 (7th Gen) with
name "A's 3rd Fire" registered on your account.
To help you with it, I've checked account settings and see that all the settings are fine.
As a remedy to the issue, I request you to perform below troubleshooting steps on tablet to clear any intermittent
issue with tablet and get it work fine.
1. Clear cache: Cache files are temporary files which are no longer needed created by tablet OS which can
interfere in proper working.
In Parent profile, go to settings.

Select "Apps & Games" > "Manage All Applications" and switch to the "All" tab.
Select Fire for Kids from the list.
Select "Manage Space", "Clear Cache" and then tap "Force Stop".
Now go ahead and try to download books and check.

If you still experience the issue, I request you to de-register and re register the tablet so that any account linking
issues between tablet and account will be cleared.
2. Tap My Account.
3. Tap de-register.
Once restart the tablet and check with downloading books.
I'm positive about steps would work and you will be able to download books
the issue resolved.
To setup a callback so that we can contact you via phone as per your convenience :

Login issue
Password lost
Hello,
I am sorry to learn that you are unable to reset the password.

In this situation, I've sent the password reset e-mail to you ; however, before using this link, please make sure you
are signed out of Amazon.co.uk.
To make sure you're signed out, look toward the top right of any of our webpages, next to the Shopping basket icon.
If you see a message saying "Hello Ayman Abu-Shomar. Your Account" point your cursor to it. A menu will appear
and clicking the bottom option, "Sign Out", will sign you out of your Amazon.co.uk account.
You can view a short video tutorial on how to reset your password here:
http://www.amazon.co.uk/gp/help/customer/display.html/?nodeId=201168590
If clicking the link does not work, please copy and paste each individual line onto your internet browser in the
correct sequence.
If you still can’t access your account, I would ask you to please get in touch by phone and we’ll do everything we
can to help.
We're available 7 days a week 06.00 to midnight, local UK time. Freephone (within the UK): 0800 279 7234.
International customers can reach us at +44 (0) 207 084 7911.
Please note that for security reasons, we cannot reset password automatically without asking for security details.
This is the only way we can verify account holder's identity. This is the only way to be certain that the request is
coming from the account holder and that all personal information is protected. Again, we apologise for any
inconvenience this causes.
We value your business with us and we are looking forward to serve you more in the future.
Thank you for your patience and understanding with our security measures and we hope to see you again at
Amazon.co.uk.
We'd appreciate your feedback. Please use the buttons below to vote about your experience today.
Promotion not working
Hello,
I'm sorry to know that you are experiencing issue with the promo code "LOVEKINDLE50".
conditions of the offer, the offer is valid from 08/30/2018 and ends on 10/07/2018 . Also, the promo
will be communicated to the eligible customers via email and targeted merchandising on the website
(not visible to all customers).
On checking your account, I see that our promotions team didn't send promotional offer email to your
account, might be the reason you are unable to redeem the offer on your account. Eligible customers,
can redeem the promo by adding Kindle Paperwhite to their cart and entering the promo code at
checkout.
You can also access the below link and scroll down to check with the details on the eligibility criteria to
get the promotion
https://www.amazon.co.uk/b/?ie=UTF8&node=14762407031
In case if you received email from Amazon or displaying on your Amazon home page after you login to
your account, I request you to please share the complete screenshot of it so that we can check with it
and help you with the promotion at earliest.
I really appreciate your interest in the promotion offer and have forwarded your concern as a feedback
to promotions team so that they can look into it.
Inapp subscription canceled
Hello,
I understand that you would like to cancel the "TVPlayer" subscription active on your account.
To help you with it, I've cancelled the subscription and also issued a refund of £4.99 to your original
payment card that was charged for month of September 2018.
Also, I've set the auto renew to "NO" so that it will not be continued further. Rest assured you won't be
charged again for the same.
Just so you know, if needed anytime you can also cancel or manage the application subscription by
launching the Amazon Appstore app, tap the Menu icon and tap "My Subscriptions or you can also
update your subscriptions or turn off auto-renewal online using the Manage Your Subscriptions section
within Your Apps and Devices:
http://www.amazon.co.uk/gp/mas/your-account/myapps
as crystal!
Hello Jake,
I'm sorry to know about Disney life subscription activated on your account and being charged for it.
Upon checking your account, I see that it is a inapp subscription and was initiated from within the app
"DisneyLife" installed on tablet Fire 7 (7th Gen) registered on your account. You were charged £0.99 at
time of activation on 19 July 2018 and once again charged £4.99 on 19 October 2018.
To help you with it, I've cancelled the subscription and issued a complete refund of £5.98 (£0.99 +
£4.99) to your original payment card.
Just so you know, any time later needed you too can manage your subscriptions on your Kindle Fire,
tap "Apps" from the home screen, and then select "Store." Select the menu icon and then tap "Manage
Subscriptions."
You can also update your subscriptions or turn off auto-renewal online using the Manage Your
Subscriptions section within Your Apps and Devices:
https://www.amazon.co.uk/gp/mas/your-account/myapps
as crystal!
Turn OFF wifi
Hello,
From your email, I understand that you would like to know about the steps to turn OFF Wifi on Kindle
Paperwhite (7th Gen) registered on your account.
To turn OFF the wifi connectivity we need to turn ON the Airplane mode on Kindle device
I request you to perform below steps to turn OFF wifi on Kindle :
1. From the Home screen, tap the Quick Actions icon (cog).
2. Tap Airplane Mode.
3. Tap Airplane Mode to turn Airplane Mode on . If Airplane mode is ON it turns OFF the wifi.
When Airplane Mode is on, an airplane icon will appear at the top of your screen next to the battery
indicator.
as crystal!
Echo Authorise
Hello,
I'm sorry to know that you are unable to play Amazon Music on Echo device registered on your account.
To help you with it, I've checked your account and see that Amazon Music unlimited free trial is activated on your
account.
On further investigation, I found that the Echo device registered on your account is unable to get link (authorised) to
Music unlimited services due to some technical issues.
In order to resolve the issue for you, I've escalated the issue and sent the Echo Dot (2nd Gen) details and serial
number to our Echo authorisation team to authorise your device directly from there end.
As soon as they authorise the device you will be able to listen to Music unlimited service on your Echo device.
Be assured, I'm personally following up with your concern and I will contact you soon with update that they
authorised your Echo device. Once you receive email from me please go ahead and de-register and re-registers
Echo device to your account so that the update on your account will be reflected on Echo device and will be
working fine with music.
service.
App pending
App installing
Hello Maira,
I'm sorry to know that you are experiencing issues to download and open the application "Official
DVSA Theory Test Kit" on your Fire HD 10 (7th Gen) tablet.
To help you with the issue, I've checked your account and see that the order for the application is in
pending state and unable to fulfill to your device.
On further checking your account, I see that there are few updates available for your tablet. Software
device.
usability.
intermittent issue with the tablet and get the order completed to work fine with application.
Now to continue with the update, From the System Updates screen, tap Check Now. The software
update will download in the background and will be applied once download is complete and the device
is sleeping.
Once done we need to perform clear cache and data for the Amazon appstore application on tablet by
issue.
button again to restart it. Once your device is back on, swipe down from the top of the screen and then
tap Settings. Tap Sync Device.
I'm positive about steps would work and you will be able to get the application on your tablet and will
be working fine.
In unlikely event, if the issue still persists, you can also contact us via phone or chat so that we can

Cancel tablet subscription
Tablet subscription
magazine refund
periodical
Hello Andy,
I understand that you would like to cancel "The Week"subscription active on your account with refund.
I've checked your account and see that the subscription was activated as a free 30 days trial on 31 December 2017
and updated to paid membership on 30 January 2018 charging you £3.50/ month for the subscription as the auto
renew was set to 'YES"
As you are unaware of the subscription, I've cancelled the subscription and issued complete refund of £28 (£3.50 x
8 months) to your original payment card.
statement.
Also, I've set the auto renew to "NO" so that it will not be auto renewed.
To cross check about these purchases, I've contacted our investigation team and they have checked your account
thoroughly, informed us that your account is secure and there has been no fraudulent activity on your account.
I see that the subscription was activated from the Fire HD 8 (7th Gen) Kids Edition with name "stevies Fire"
Just so you know, anytime later if needed you can manage the subscription activated from tablet by following below
steps:
1. On the Home screen, tap Apps and then Store.
2. Tap the menu icon and choose My Subscriptions.
3. A list will be shown with all your current newspaper and magazine subscriptions. Please choose the subscription
you wish to cancel.
4. In the pop-up, you will find the option to Turn off Auto Renewal.
GSD pending
Pending for verification
Hello Brian,
I understand that you are concerned with the orders for " PlayStation PSN Card 20 GBP Wallet Top
Up".
I've checked with your account to confirm the order status and see that the order is in pending status.
When you place an order with Amazon.co.uk, we want to ensure your payment information is correct,
to confirm that your card has a valid number. This is communicated via a full authorisation for the
amount of the purchase. The order shows pending verification while we wait for authorisation. While
the majority of communications take a short time to process, occasionally a transaction may take longer
to be authorised.
As a remedy to the issue, we need to update the payment card on your account so that the order
payment is verified and completed.
There can be many reasons why the payment card is declined. Please check through the following
questions to help determine why your card was declined:
security concerns.
In case everything is correct, I request you to once remove and re add the card so that any intermittent
issue will be cleared or else add a new payment card.
Once the payment card is updated I request you to retry your ebook order:
Be assured once the card it updated your order will be completed.
On completing of order you will be receiving email with the code in it.
Also to redeem/get the codes, you can perform below steps:
your PSN account.

Refund
Kindle paperwhite refund
> > > Thank you for writing us back with the confirmation and order ID for
> the
> > > Kindle Paperwhite device.
>>>
> > > As promised by my colleague, I'm personally following up with your
> > concern
> > > and also noted on our conversation for refund of £50 to your account.
>>>
> > > As the order is under fulfilment process, we need to wait till the
> > device
> > > is out for Amazon and ready to ship to your address. As soon as it is
> > out
> > > of Amazon, our system will allow us to make exception on your order
> and
> > > issue a refund on your order.
>>>
> > > Be assured, as I'm personally following up I'll contact you and let
> you
> > > with confirmation that the refund is added to your account. You'll be
> > also
> > > able to see the refund on the order once refund is processed.
>>>
> > > I hope the previous information answers all your questions but if I
> > missed
> > > anything or any other questions come up, please reply to this email
> and
>>I
> > > will gladly help you further until everything is clear as crystal!
>>>
> > > Our customer's satisfaction and their convenience is very important to
> > us
> > > above all else, it's the foundation on which our company was built. Be
> > > assured that we'll continue working hard to ensure that you receive
> > > accurate service.
>>>
> > > Thank you for being the most valued customer to Amazon. We look
> forward
Share photos Cloud drive
Hello Mike,
I understand that you would like to turn ON sharing while sending albums using email.
To share your photos, videos, or albums from Amazon Photos:
1. Go to Amazon Photos (https://www.amazon.co.uk/photos).
2. Select the photos, videos, or album you want to share.
3. Click "Share."
4. Select the method you want to use to share the item.
5. Follow the instructions that appear.
To view or stop sharing previously shared photos, click on the "Your Name" drop-down menu in the
top right corner of the page and select "Shared Items."
I would like to inform you that you can share your Amazon Drive photos and videos via email
To share files stored in Amazon Drive:
1. Go to the Amazon Drive website (www.amazon.co.uk/amazondrive).

2. Click the item or items you want to share, up to a total of 25. If you have more than that to share, you
can share an additional group of 25 or an entire folder and its contents as well.
3. Click “Share” at the top of the screen.
4. Copy the link that appears in the pop-up message, or send an email.
5. Anyone you send this link to can view or download the file, as long as it's shared.
You can see a full list of the files you're sharing by clicking the "Shared" link in the left-side navigation
menu, or from the following page:
https://www.amazon.co.uk/amazondrive/shared
You can stop sharing your files at any time by opening "Shared," selecting the file you no longer want
to share, and then clicking "Stop sharing." If you previously shared a group of photos or videos,
unsharing a single photo or video in the group will unshare the entire group.
To upload more files to share, click "Upload Files" and follow the on-screen instructions.
For more information about uploading files to Amazon Drive, go to:
as crystal!
Kids profile app
Hello,
I'm sorry to know that you are experiencing issues to get the application in Kids profile on one tablet
while same apps work fine in kids profile on other tablet.
To help you with it, I've checked your account settings and see that all the settings are fine and also
games are correctly shared in Kids profile.
I see that there are two tablets registered on your account :
1. Fire (5th Gen) with name "Miss's Fire"

2. Fire (5th Gen) with name "Miss's 2nd Fire"
Also, I see that both the tablets are updated to latest software, however from your email I'm unable to
determine exactly on which tablet you are experiencing the issue with. so that we can perform
troubleshooting on it.
I request you to try with below basic troubleshooting steps on the tablet you are experienicing issue
with so that any technical glitch with the tablet will be cleared and will be working fine.
1. Clear cache for "Fire for Kids"
1. In Parent profile, go to settings.

2.Select "Apps & Games" > "Manage All Applications" and switch to the "All" tab.
3.Select Fire for Kids from the list.
4.Select "Manage Space", "Clear Cache" and then tap "Force Stop".
5. Reopen the Fire for Kids App, go to child profile and stay at Home without doing anything for at
least 2 minutes and check if you are able to get the applications now.
In case if above steps didn’t help, please remove and readd the child profile from tablet so that any
linking issue with the profile to account will be cleared and will be working fine.
I'm positive above steps would work for us.
In unlikely event if you still find any difficulty, I request you to contact us via chat or free phone so that
we can have a two way communication and gather more information on issue to get the issue resolved
for you without any delay so that you will be able to use the application in kids profile on the other
tablet too and if needed escalate the issue to our technical team for further insight to help us resolving
the issue.

Ebook compatibility
Ebook compatible
Ebook not compatible
Hello,
I am sorry to hear that purchased Kindle content "16th Seduction: (Women’s Murder Club 16) " not
downloaded to your Kindle.
To help you with it, I've issued complete refund of £4.99 to your original payment method (gift card).
You can check your Current Balance at any time by going to the "View Balance" in the "Gift Cards &
Top Up" section of Your Account, or clicking the following link:
Further to your email, I've checked our records and can see that the Kindle content "16th Seduction:
(Women’s Murder Club 16) " which you’ve recently purchased is only compatible for the following
devices.
* Kindle e-Readers
Kindle (5th Generation)
Kindle Paperwhite
Kindle Paperwhite (5th Generation)
Kindle Touch
Kindle Voyage
Kindle
Kindle Oasis
* Kindle Fire Tablets

Kindle Fire HD
Kindle Fire
Kindle Fire HDX 8.9''
Kindle Fire HDX
Kindle Fire (3rd Generation)
Fire HDX 8.9 Tablet
Fire HD 7 Tablet
Fire HD 6 Tablet
Fire HD 10
Fire HD 8
Fire
* Free Kindle Reading Apps

Kindle for Windows 8
Kindle for Windows Phone
Kindle for Android
Kindle for Android Tablets
Kindle for iPhone
Kindle for iPod Touch
Kindle for iPad
Kindle for Mac
Kindle for PC
As you are using "Kindle Keyboard (3rd Generation)", This is the reason content not downloaded to
your Kindle.
Each Kindle content product detail page offers information about compatibility under “Available on
these devices.”
You too can check with the compatibility by accessing below link and clicking on “Available on these
devices.” option on page.
https://www.amazon.co.uk/dp/B01H4L78FC
Please be informed that several publishers have modified their relationship with Amazon to a business
model whereby the publisher, not Amazon, decides about the compatibility of the Kindle content for
several devices.
The content in the Kindle Store is provided to us directly by the publishers or authors who own that
content. They may choose not to include the Kindle content for several devices.
To ensure utmost attention, I have summarised and forwarded your comments expressing your desire to
be able to read the ebook on Kindle(3rd Gen). They will consider your comments and try to have better
agreements with the content owners to make it available for your Kindle.
customers.
Hello Janine,
I am sorry to hear that purchased Kindle content "16th Seduction: (Women’s Murder Club 16) " not
downloaded to your Kindle.
Further to your email, I've checked our records and can see that the Kindle content "16th Seduction:
(Women’s Murder Club 16) " which you’ve recently purchased is only compatible for the following
devices.
* Kindle e-Readers
Kindle (5th Generation)
Kindle Paperwhite
Kindle Paperwhite (5th Generation)
Kindle Touch
Kindle Voyage
Kindle
Kindle Oasis
* Kindle Fire Tablets

Kindle Fire HD
Kindle Fire
Kindle Fire HDX
Fire HDX 8.9 Tablet
Fire HD 7 Tablet
Fire HD 6 Tablet
Fire HD 10
Fire HD 8
Fire
* Free Kindle Reading Apps

Kindle for Windows 8
Kindle for Windows Phone
Kindle for Android
Kindle for iPhone
Kindle for iPad
Kindle for Mac
Kindle for PC
On checking your records, I can see that you're using "Kindle Keyboard (3rd Generation)", This is the
reason content not downloaded to your Kindle.
Each Kindle content product detail page offers information about compatibility under “Available on
these devices.”
Please be informed that several publishers have modified their relationship with Amazon to a business
model whereby the publisher, not Amazon, decides about the compatibility of the Kindle content for
several devices.
The content in the Kindle Store is provided to us directly by the publishers or authors who own that
content. They may choose not to include the Kindle content for several devices.
I will pass on your feedback in regard to this to the publisher. Your direct feedback to the publisher will
also be helpful so that they are aware that you are interested in reading this title on your Kindle.
In this case, please contact the publisher of this Kindle title regarding the availability of this Kindle title
for your Kindle.
If you wish to cancel your order for Kindle book, please contact us so that we can issue full refund
immediately.
Page number
Percentage read
Location on ebook
Hello,
I understand that you would like to get the "percentage of the ebook read" to show up on your Kindle voyage (7th
I would like to inform you that while reading, you can view pages read or the percentage of a book read on your
Kindle.
1. While reading, tap the top of the screen to show the reading toolbar.
2. Tap the Display Settings (Aa) icon and then tap the Reading Settings/Progress tab.
3. Select "Location in book" to show the percentage of ebook read at bottom right of ebook.
Also you can select your preferred tracking option to be displayed at the bottom of your screen:
--- Location in book (to show the location and percentage of ebook read)
--- Page in book (if available)
--- Time left in chapter
--- Time left in book
--- None

Hello,
I understand that you would like to get the "percentage of the ebook read" to show up on your Kindle
Paperwhite (6th Gen) registered on your account.
I would like to inform you that while reading, you can view pages read or the percentage of a book read
on your Kindle.
1. While reading, tap the top of the screen to show the reading toolbar.
2. Tap three horizontal lines from extreme right and select "Reading progress" from the list
3. Select "Time left in book" to show the percentage of ebook read at bottom right of ebook.
Also you can select your preferred tracking option to be displayed at the bottom of your screen:
--Location in book
--Page in book
--Time left in chapter
--Time left in book
--None
as crystal!
Kindle update payment card
Hello kieran,
I understand that you would like to update payment card to your account.
You can buy books, videos and other content directly from your device using Amazon's 1-Click
payment method.
method.
Once done, we need to de-register and re-register from the Kindle so that the update to payment card
made on account will be reflected in your Kindle.
4. Now re register the Kindle with your Amazon credentials.
as crystal!
Prime and Kindle unlimited difference
Hello Sharon,
I understand that you are concerned with the benefits of Prime subscription to loan ebook and with
Kindle unlimited subscription.
I would like to inform you that it is not necessary to subscribe to Kindle unlimited subscription as you
are already a prime member.
The Prime ebook catalogue and Kindle unlimited catalogue are almost same, however Kindle unlimited
offers you more ebooks. Kindle Unlimited (KU) is a monthly subscription with unlimited access to
over a million titles in the Kindle Store.
There are two benefits for the Prime members regarding ebook taking on loan:
1. Kindle Owner's Lending Library:
I would like to inform you that, Prime members who own a Kindle device can borrow one Kindle book
at a time, one book per month, from the Kindle Owner's Lending Library.
Eligible books can be read on any number of Kindles, as long as they are registered to the same,
eligible account. Kindle Owners' Lending Library titles can only be read on registered Kindle devices,
not on free Kindle reading applications.
You can borrow one book in a calendar month. There are no due dates, but if you want to borrow a new
book you’ll need to return the one you have
More information on Kindle Owners' Lending Library is available on our Help pages:
www.amazon.co.uk/help/kindleownerslendinglibrary
2. Prime Reading:
Prime Reading is a service that allows Prime members, or members of an Amazon Household, to read
as much as they like from a selection of Kindle books, magazines, short works, books with Audible
narration, comics, and more—all at no additional cost. The available content is updated periodically,
and titles are added and removed.
More information on Prime Reading is available on our Help pages:

Regarding the Kindle unlimited subscription
With Kindle Unlimited there is no limit on the number of titles that you can access per month. You can
borrow ten titles at a time and there are absolutely no due dates.
If you want to borrow an eleventh title, you'll be asked to return one of your other items. But all of your
notes and highlights will be saved for the next time you decide to access or purchase the content.
If you are also an Amazon Prime Member, you can only have ten books borrowed between the Kindle
Unlimited and Kindle Owners' Lending Library at any time.
You can access Kindle Unlimited content on any Kindle device, Fire tablet, or Kindle reading app.
The Kindle Unlimited library includes all Kindle Owners Lending Library titles."
You can access below link to get more details on Kindle unlimited
www.amazon.co.uk/kindleunlimited
as crystal!
Multiple account
Hello,
I'm sorry to know that you are experiencing issues to get the ebooks on your iPad device.
To help you with it, I've checked your account and see that there are two accounts under email ID:
restewartfreuchie@btinternet.com each with a different password.
On account 1 there are ebooks purchased and also your iPad was previously registered to this account.
On account 2 there is no ebook purchased and your iPad is now registered to this account.
As there are no ebooks on your account 2 and iPad is registered to this account you are unable to get
the ebooks.
In this case, I request you to de register the Kindle application on iPad and login with your email ID
restewartfreuchie@btinternet.com but password for the account 1 to get all the ebooks as the ebooks
are on account 1.
Also, I've sent the password reset link to your account 1 with email ID :
restewartfreuchie@btinternet.com so that you can follow the instructions in email and reset the
password for it and then login with same email ID and new password on your Kindle application to get
the ebooks.
Also you can reset it at the link below:
https://www.amazon.co.uk/gp/css/account/forgot-password/email.html
In case if you find any difficulty, I request you to write us back with confirmation so that we can help
you further with it.

as crystal!
Hello Maureen,
I understand that you are concerned with your Amazon account for purchased ebooks and also device
registered on it are not reflected.
To help you with it, I've checked your account with email ID : starmoinglis1@yahoo.co.uk and found
that the there is no issue with your account. There is a small misunderstanding with the account linked
to your email ID.
I see that there are two Amazon accounts under email ID: starmoinglis1@yahoo.co.uk each with a
different password.
On account 1 there is no ebook purchased and your device is not on this account.
On account 2 there are ebooks purchased and also your Kindle Keyboard (3rd Gen) registered to this
account.
As there are no ebooks and device on your account 1 and you are login in with the password for second
account you are unable to see the ebooks and device.
In this case, you need to login to your Amazon account using email ID: starmoinglis1@yahoo.co.uk
and password for the account 2 to be able to view them.
Also, I've sent the email verification link to your account 2 with email ID : starmoinglis1@yahoo.co.uk
so that you can follow the instructions in email and verify the account then login with same email ID
:starmoinglis1@yahoo.co.uk to be able to view them.
All you need is to login to your yahoo account and open the email received from Amazon and follow
the instructions mentioned in it.
Also, if you don't need two accounts, I request you to contact us via chat or free phone so that we can
verify few details for security reason and with your permission close account 1 to avoid the account
confusion in future

as crystal!
Digital order
To cancel an accidental Prime Video order:

3. Select the “Cancel Items” button. A popup window will appear.
4. Choose a reason for the cancellation from the dropdown menu and then select the “Cancel This
Purchase” button.
Video cancel
You can cancel an accidental Prime Video order within 14 days of purchase from Your Account, if
Inapp refund
Hello,
I'm really sorry that you haven't been able to access your in-app purchase for "5000 coins" for game " Magic Jigsaw
Puzzles".
I've checked your account and see that system and app reported the coins was successfully purchased however
were not completely fulfilled to your game. That's the reason you didn't received it.
To get it right, I've issued a complete refund of £3.20 to your original payment card. Refunds usually go through
within five to seven business days and you will see this amount credited on your next statement.
I request you to perform below troubleshooting steps on tablet so that if any intermittent issue with the device will
be cleared and you won't experience same issue again with next inapp purchase.
1. Swipe down from the top of your Home screen, then tap "More"
4. Tap "Magic Jigsaw Puzzles" and select "Clear Cache"
2. Appstore clear data:
1. Swipe down from the top of your Home screen, then tap "More".
Restart the tablet once and go ahead and purchase new coins.
I'm positive you would be able to get the coins successfully in the game now.
Hello Stephanie,
I'm sorry to know that incorrect boost were delivered to you that were purchased with Amazon coins.
To help you with it, I've checked your account and found that you used 7,834.0 Coins to purchase the
inapp.
In this case, I've issued a complete refund for the same to your Amazon account and you will be able to
see the 7,834.0 Coins back in your account.
as crystal!
any troubles you have with devices, orders, subscriptions and on your account. Our customer's
satisfaction and their convenience is very important to us above all else, it's the foundation on which
our company was built.
Hello,
I'm sorry to know that you are experiencing issue with the "Patchworkz" purchased for £1.22. This is
As the application is not working, I've issued a complete refund of £1.22 to your original payment card.
Thank you for bringing the issue with the app to our notice.
I have summarised and forwarded your comments to our development team expressing your desire to
be able to use the application so that it can be looked into by our development team so that they can
work on it with the app developer and take necessary . Be assured Customer feedback are always taken
care of at Amazon, as this is what our customers needs from us.
customers.
Hello,
I'm sorry to know that you were charged twice for in app purchase. This is not what we want our
I've checked your account and see that on 30th September in app "All Desserts" was ordered thrice for
the game "Strawberry Shortcake Bake Shop". However one order was not completed and two order for
the same were charged to your account. The order ID you were charged are D01-1826182-5442205 ,
D01-6780645-3736620
To help you with it, I've cancelled and issued a complete refund of £8.13for the same to your original
payment method.
as crystal!
GSD refund
Hello Peter,
I'm sorry that you are experiencing issue with the order for "Xbox Live 3 Month Gold Membership + 1 Month Xbox
Game Pass FREE | Xbox One/360 - Download Code". This is really not what we want our customers to
experience.
From the details you shared with me it seems to be issue with the code, that's the reason it is not working correctly
and showing as expired.
Thank you for bringing it to our notice, I've taken your comments as feedback and forwarded it to our dedicated
games/software team so that they can get it touch with the Xbox team (as the codes are developed by Microsoft
team and sold through Amazon )and look into it and find the cause of issue so that it should not be repeated in
future.
To help you with it, I've issued a complete refund of £14.99 to your original payment card. Refunds usually go
through within five to seven business days and you will see this amount credited on your next statement.
I request you to place and new order so that you can get a working code.
chance in future.
with the best of our service so we can ensure that we fulfil of their needs.
If you require any further information or assistance, please get back to us and we'd be glad to assist you.
Hello Jill Campbell,
I'm sorry to know about accidental order D01-6509514-7775068 for "Xbox Live 3 Month Gold
Membership + 1 Month Xbox Game Pass FREE | Xbox One/360 - Download Code".
next statement.
I would love to hear your feedback on the service provided to you today. Please share your thoughts via
the 'Did I solve your problem?' link below
Hello Gavin,
I'm sorry that you have accidentally purchased "Xbox Live £25 Credit" twice. I'd be glad to assist you
in this regard.
As a standard policy, Games, Game Items, and Software Downloads are not returnable after purchase.
However, as you are a valuable customer to us, I've made a one-time exception and issued a refund in
the amount of £25.00.
Your refund will be applied to the payment method used for the original order and please allow your
bank between 3-5 business days to process it.
you.
Also, at the end of this email you’ll receive a quick survey about the service I've provided. I'd love to
hear your feedback.
Hello,
I understand that you are concerned with the orders for "FIFA 19 Ultimate Team - 12000 FIFA Points ".
I've checked with your account to confirm the order status and see that the order is payment confirmed
and is not yet fulfilled to your account.
amount of the purchase. The order shows pending verification while we wait for authorisation and later
changes to payment confirmed and then once completed will be delivered to your account. While the
majority of communications take a short time to process, occasionally a transaction may take longer to
be authorised.
Be assured, once the order is completed you will be receiving the code directly to your email ID. As the
payment is confirmed, you will be receiving it within 2 to 3 hours.
In case still if you would like to get refund for the order, I request you to reply to this email with
confirmation so that we can cancel the order and help you with it.
Also perform below steps to get the code auto redeem:
your PSN account.

Waiting for your reply.
Android 1
iOS 1
Multiple devices remove
Hello,
I understand that you are receiving the message of having many devices registered to your account.
To help you with it, I've checked your account and see that there is Android phone and tablet registered
on your account.
The issue you are experiencing is because, if you install Amazon Kindle app or music application on
android device and directly uninstall the application without de-registering from within the application
and next time again you install the Amazon applications on same device it will consider the device as a
different one and register it as new device on your account.
I've checked your account and see that as of now system is considering your two devices as different
many devices registered on your account.
For eg. If you install Kindle reading application on phone it will be registered as "Android 1 device"on
your account. Now suppose you uninstall the application without de-registering from the application,
system will consider it as still registered. Now next time you re install and login with your credentials
on same phone it will be treated as new device and get registered as " Android 2 device" on your
account. That's the reason you are receiving the message of multiple device registered.
As a remedy to the issue, I request you to follow below steps and de-register all the devices on your
account and then register the required device on your account once.
1. Access (https://www.amazon.co.uk/mycd)
register the required device.
I'm positive the steps will work and the issue will be resolved.
In case if you still experience the issue, I request you to write us back with confirmation so that we can

Default delivery device
default device
From your email, I understand that your Kindle content was delivered incorrectly to the another device
on your account.
I would like to inform you that if you have multiple registered Kindle e-readers, and Kindle reading
apps on your Amazon account, the Kindle Content will be delivered to your default device.
If you would like to choose the default device for content delivery, you can change it through the
Manage Your Content and Devices page.
1. Go to Manage Your Content and Devices or using the link: https://amazon.co.uk/mycd

If you wish to change the name of the Kindle Reading application, you can change by visiting the
Manage Your Content and Devices page at:
1. Click the Your Devices tab.

2. Click Edit next to the name to change it.
3. Enter a new Kindle Name and click Save.
4. Sync the Kindle app for the changes to get reflected.
If you still haven't received your content on the device that you're referring to, you can reach us by chat
or phone directly and toll free from many countries by clicking the Contact Us option on our Kindle
Support pages at
You can also learn more about downloading content from our Help videos:
Thank you for your patience and understanding in this situation. We look forward to seeing you soon.
Kindle app register
Hello Louise,
From your email, I understand that you are experiencing difficulties to register Amazon Kindle device
to your account. Also from the "Customer Selected Issue" I see that you are referring to Kindle reading
application.
In this case, if you are referring to Amazon Kindle device,I request you to please write us back with the
device serial number so that we can check with the device details and get it registered to your account
without any delay. Once registered to your account you can use it as normal by connecting to Wifi.
I see that as of now the Kindle (4th Gen) "Louise's Kindle" with serial number B00E15011447059U is
currently registered on your account.
1. For Fire tablet:
per the device.
-----------------------------------------------------------------------
Kindle app ios register
If you are experiencing issue with registering Kindle reading application on non amazon device
(Android/iOS) I request you to write us back with the error you get and also let me know if the device
is a Android or iOS device you are trying to register so that we can help you with exact troubleshooting
and get the device registered. Also if possible you can share screenshot of the error.
Meanwhile you can perform below basic troubleshooting steps on non Amazon device that resolves
intermittent issue and get it registered on your account.
For iOS:
device's home screen, long press the "Kindle reading application" icon until all the icons begin to shake
or wiggle. Tap the "X" in the upper-left of the screen, and then tap "Delete".
To install the latest version, visit the App Store and search for "Kindle reading application". An
"Update" option displays on the app's detail page if an update is available. Install the application and
check if you are able to get the device registered.
For Android:
Please uninstall and re-install the Kindle reading application on android device so that the latest
application can be automatically installed on your device and any glitch with the application will be
cleared.
1. From the Android Home screen, press the Menu button, then tap the "Settings" icon to open the
Settings menu.
When your installation is complete, simply launch the Kindle application to register again and start
accessing your Kindle library.
if needed we can get the issue escalated to our technical team so that they can help us with it and get
the issue resolved for you at earliest without any further delay.

Music 180 error
Hello,
I'm sorry to know that you are facing playback issues (exception 180) while playing music on your
Amazon Music application for Android device.
Upon checking my resources, I'd like to inform you that this type of technical issues may encounter if
digital license on your Amazon Music has expired and it must be renewed.
To resolve this issue, I request you to follow the below troubleshooting steps.
To renewed your digital license:

Simply connect your Android device to the Internet, try using the Amazon Music application and the
licenses will automatically renew. Once renewed your digital license, the licenses will be good for 30
days.
After performing the above steps try playing music on your Android device, If in case the playback
issues persists clear the cache of the app, which can solve intermittent problems by following the below
steps.
To clear your Amazon Music app for Android cache, launch the Amazon Music app and tap Menu.
Select "Settings", then "Clear Cache" and restart your Android device.
Clearing the cache in the Amazon Music app for Android will remove memory of previous search
results and free space on your phone. This can also clear any intermittent problems you may have been
experiencing within the app.
If the issues still persists even after performing the above troubleshooting steps, I request you to contact
us via free phone (or) chat so that we can troubleshoot this issue in real time and gather more
information for our developers to investigate. You can reach Amazon Device Customer Support by
clicking the below link:
apologies for this.
Gift Kindle
Hello,
I understand that you would like to deregister Kindle that is registered on your account and gift it to
someone else so that he can register it and use the Kindle.
Yes, it is possible to deregister the Kindle and give it to other person so that he/she can use it by
registering on his/her's account.
You can either directly de-register the Kindle from within the Kindle or can follow below steps to de-
register it from browser.
2. Click the "Your Devices" tab to view all devices registered to your Amazon account. Click
"Deregister" under the device you want to remove from your account.
Also, I request you to factory reset the Kindle so that any of your data on Kindle will be deleted for
data safety reasons.
For eink readers:

2. Tap Settings.
For Fire Tablets:
1. Swipe down from the top of the screen, and then tap More.
2. Tap Device, and then tap Reset to Factory Defaults.
I would like to inform you that all digital content (including books, music, videos and apps) that you've
purchased from Amazon is stored for free in your Amazon Cloud and can be re-downloaded at any time
on device that is registered on your account.
as crystal!

Factory reset tablet
Hello,
I'm sorry to know that you are experiencing issue with the Prime video application on Fire (5th Gen)
To help you with it, I've checked your account and see that there are two Fire (5th Gen) tablets on your
account
1. Alec's 2nd Fire

Fire (5th Gen)
DSN-G0W0H404649305EL
2. Natalie's 4th Fire

Fire (5th Gen)
DSN-G000H404547104K3
Also from the details you shared with me in email, I'm unable to determine exactly on which of the two
tablet you are experiencing the issue.
I request you to perform below basic troubleshooting steps on tablet on which you are experiencing the
issue
On checking with the device details, I see that there are few updates available for your tablets.
Software update adds several new features and includes important bug fixes to improve performance on
your device. Periodically, Amazon apps and features will be automatically updated to improve
functionality and usability.
intermittent issue with the tablet and get it work Prime video application.
Now to continue with the update, From the System Updates screen, tap Check Now. The software
update will download in the background and will be applied once download is complete and the device
is sleeping.
Once done restart the tablet and check if you are able to use the prime video application fine on tablet.
In case, if the issue still persists we need to perform factory reset on tablet.
However I request you to contact us via live medium chat or free phone so that we can gather more
details on exactly which tablet you are experiencing the issue and work together in real time to avoid
any misunderstanding in performing advance troubleshooting steps like factory reset by pressing
combinations of keys on the Kindle in sequence. Factory reset will clear all the software glitch on the
Kindle and will reset the Kindle to as it was brought out of box. Also all your Amazon purchases will
be stored on cloud so that we can restore it back to Kindle after reset.

Hello Fiona,
This is Philip, from Amazon's Kindle team,
I understand your Kindle is having screen issues, but we don't have enough information to know the
exact cause for it.
However, here are some things to try, which will clear common issues on the way (feel free to skip any
you have already tried):
When turning the device on, press and hold the power button for 40 seconds, this will close any
background process that might be preventing the display from turning on.
Check with a different power outlet, and Android charger (if available) to ensure the problem isn't the
original cable being damaged and causing insufficient voltage output.
If the last two don't work, you might need to perform a Factory Reset, which returns your Kindle to its
warehouse state, clearing all possible software errors, to do this:
1. Hold the power button, and the volume down button at the same time. This should cover the Amazon
Boot Recovery.
2. With this you have several options concerning on internal commands. You want to reset. Scroll down
to the option that allows you to reset your device.
3. Select the "Yes" answer.
Keep in mind that doing this will clear all apps and account sign-in information in your device,
In case your Kindle's screen is still not working properly or it doesn't turn on at all, we would need to
discuss replacement options during a live call, as we need to confirm security and delivery addresses.
Should you have any further questions or comments, you can reach us via the contact us link below:
Thanks for understanding the limitations we face when assisting you without a live channel to
communicate through, we appreciate your patience,
Hope you have a nice day! We look forward to seeing you again soon.
Out of Stock
Old Kindle
Hello,
I'm sorry to know that Kindle device of your sister is lost.
I can completely understand that she will be too attached to her Kindle and she might be upset as the
Kindle is lost.
To help you with purchasing the same Kindle again, I've checked your account and see that there are
two Kindle registered on your account. I'm unable to determine exactly which Kindle you are referring
to.
1. f.m.'s 3rd Kindle

Kindle Touch (4th Gen)
DSN-B0111608232401G1
2. f.m.'s 4th Kindle

Kindle (4th Gen)
DSN-B00E151014974L9D
I've checked my resources and sorry to inform you that as of now both the above Kindles are currently
not available for purchase directly from Amazon.
However, I see that the Kindle is available refurbished at Amazon by third party seller. You can check
with the below link to purchase the Kindle. Hope it helps.
1. https://www.amazon.co.uk/gp/offer-listing/B005890FUI
2. https://www.amazon.co.uk/Kindle-Ink-Display-Wi-Fi-Graphite/dp/B0051QVF7A (In this link you

will be able to get the one that you previously owned and can also see the new updated version of same
tablet)
Also, you can check with the below link , it contains contact details of the retail stores that sell Amazon
device so that you can also check with them for availability of Kindle
https://www.amazon.co.uk/gp/help/customer/display.html?=UTF8&nodeId=201265630
Also, I request you to write us back with the device serial number from above two Kindle so that we
can mark it as a lost/stolen in our systems. Marking a device lost/stolen will disable its wireless radio
and unregister it from an account if it is registered. No third person will be able to access the Kindle
contents.
as crystal!
Different currency
Hello Sheila,
I understand that you would like to purchase ebook on Kindle in "Euros" currency.
I've checked my resources and see that you will get option to convert the currency at the payout page
for retail orders. However, as of now the option to change the currency is not available for digital
orders.
As all the digital orders go through 1 click setting and it considers your account's home market
place(country) settings to determine the currency the option to change the currency is not available for
ebook purchases on Kindle.
For eg. If on your account the marketplace is set to UK you will get the currency will be by default in
GBP, if your home marketplace is set to US then you will see currency in Dollars.
I once again apologize as we are not able to help you with it right now . However, I've taken your
comments as feedback and forwarded it to our Amazon's development team as high priority for
consideration so that they can consider it to add option to Kindle to purchase ebook in different
currencies. Customer feedback like yours is very important in helping us continue to improve the
experience of using our Amazon service.
Amazon drive
Prime photos
Amazon cloud
Hello,
I'm sorry to know that you are experiencing issue to install Prime photos app on Moto g5 device.
To help you with it, I've checked my resources and see that the phone is compatible with the
application and can be installed on device without any issues as it is running on Android 8.1
From the details you shared with me, it seems to be some glitch on the device causing the issue.
1. Clear cache data on phone:
Clearing your cache will remove temporary files from your phone, but will not delete your files or
settings. This can help to resolve issues with apps or with the Android system.
Tap Settings
Tap Storage
Tap Internal shared storage
Tap Cached data
Tap OK
Now restart the phone and try to install the application and check.
If still you experience the issue then perform below steps:
1. Check under settings >>App if you see the application photos app/cloud drive installed click on it
and then tap on Force stop.
2. Now click on storage option there and click on "Clear cache " and "Clear data" and then uninstall the
application
3. Now restart the phone and try to install the application once again from the Google play store on
phone.
I'm positive the issue with the application will be solved and you'll be able to use the application
without any issues.
In unlikely event if the issue still persists , I request you to write us back with confirmation so that we
can escalate the issue to our higher technical support team so that they can dive deep and find root
cause of issue and help us get the app installed and work on phone fine without any issues.
Also you to contact us via free phone or chat so that we can work together in real time and get the issue
resolved at earliest


Hello Tina,
I understand that you are concerned with the photos that you store on Amazon drive/cloud on your account.
I'm sorry to know that you were attacked, Tina. Hope you are all fine.
I would like to inform you that Amazon will not share your photos or any personally identifying information derived
from your use of Prime Photo’s with third parties without your consent.
Amazon takes all security-related matters very seriously, and your account security is our top priority. We have
polices and security measures in place to ensure that your personal information remains secure.
Regarding, the information on what of your photos are shared by you, you can perform below steps to check with
the images that you share with others and if needed cancel the shared photos too.
You can see a full list of the photos you're sharing by:
Access https://www.amazon.co.uk/photos
Click on “Your Name” in upper right corner
Select “Shared Items” from drop down menu.
You can stop sharing your photos and videos at any time by opening "Shared Items," selecting the photo or video
you no longer want to share, and then clicking "Stop sharing."
If you previously shared a group of photos or videos, unsharing a single photo or video in the group will unshare the
entire group.
-------------------------------------------------
Regarding, keeping the images safe on Amazon drive
Be assured, as you are prime member, Prime membership includes unlimited photo storage and 5 GB of storage to
use for storing videos and files in Amazon Drive,
You can manage Photos: https://www.amazon.co.uk/b?node=13065361031
If your Prime membership ends and you don't have additional storage benefits, you'll have 90 days to view and
download your photos, or to upgrade to the Amazon Drive Unlimited Storage plan or free trial. You will be unable to
upload new content or share existing uploads during this time. If you don't subscribe to a paid plan after 90 days
and don’t have any other free storage benefits, your Amazon Drive account will be deactivated and your content will
be permanently deleted from Amazon Drive."
Thank you for being Amazon's valuable customer and do take care of yourself.
Prime Photos app upload
Hello Gemma,
I'm sorry for the trouble you're having with the Amazon Photos app to upload photos. This is not really
To help you with it, I've checked your account and see that all the settings on your account is fine.
It seems to be some technical issue with the application on phone that's the reason you are unable to
upload the photos.
In this case, I request you to perform below troubleshooting steps to isolate the issue and get it work
fine for us.
1. App update:
Issues like this are typically resolved with app updates. Use the following steps to confirm if you have
the latest version of the app or if you should update it:
1. Check your device settings to confirm you're connected to a Wi-Fi.

2. Visit the Amazon Appstore/Google Play, search for "Amazon Photos," and see if you get update
option. If yes then go ahead and install the update.
2. Clear cache and data:
This restores the app to its default settings and clears all stored app data.
1. Swipe down from the Home Screen and tap "Settings," "Apps," and then "Application Manager."
2. Locate "Amazon Drive/Prime Photos" from your list of apps.
3. Tap Storage and tap "Clear Data." and "Clear cache"
4. Once done restart your phone
5. Launch the app and check if you are able to use it normally and upload works fine.
I'm positive above steps would work for us and you will be able to upload data fine now.
In case you find any difficulty or issue still persist, I request you to write us back with confirmation so
that we can escalate the issue to our higher technical support team to check with the issue and help us
get the issue resolved at earliest.
Also you can contact us via chat or free phone so that we can work on issue together in real time and
help you further with it
as crystal!
Sort by date prime photos app
Hello,
I understand that you would like to sort the albums by name in prime photos app on iOS device.
To help you with it, I've checked my resources and sorry to inform you that as of now only the options
"Sort by date" and "Sort by date uploaded " is available and the feature to sort album by name is not
available.
To make it right, I'll have taken your concern as feedback and forward it to our Amazon's development
team as high priority for consideration so that they can consider it and make the feature available in
prime photos app.
You can check with the below link to get the steps to sort the album by date and date uploaded.
https://www.amazon.co.uk/gp/help/customer/display.html?UTF8&nodeId=201377020
Be assured, customer's feedback are always taken care of at Amazon, as this is what our customers
need from us to help us improve our services.
Once the feature will be available in Amazon photos app, you can use it to sort the album by names
from the application itself.
Thanks for your suggestion about the feature to be added to app and I personally appreciate your
thoughts . Your comments and suggestions will help us improve and offer better service to our
customers.
If you have any further suggestions that we can implement in the application, please write back to us
and we'll surely look into getting your request looked into by the right department immediately.
I seek your patience and continued support with us while we work on it.
Account login issue
Hello,
I'm sorry to know that your daughter is experiencing login issue with her account.
In this case, to help you reset the password for the account, I request you to contact us from her account so that we
can verify few details for authentication for privacy and security , which we don't recommend sharing via email due
to customer account security concern and get the password reset for her.
Hope you understand as part of our commitment to protect our customers and their details this is a measure to
keep your details safe.

Contact on live
Amazon appstore issue
appstore issue
Hello Susan,
I'm sorry to know that you are experiencing issue with games and Amazon appstore on Fire HD 7 (4th
Please be assured that Amazon appstore is pre-installed on your tablet and will never force you to
install any applications from the appstore. Amazon appstore will show you just the applications which
are compatible with your device.
From the details you shared with me, it seems to be some technical glitch on tablet causing the issue.
To help you with the exact root cause of the issue and get it resolved without any further delay, we need
a small help from your end with answers to few details like name of the games you are trying to access
and is it happening while middle of game or when you are starting the game and few other details so
that we can help you with it in right way.
So, I request you to contact us via live medium chat or free phone so that we can work together in real
time to avoid any misunderstanding in performing advance troubleshooting steps on the tablet and also
if required escalate the issue to our dedicated Amazon development team so that they too can look into
the issue and get it resolved for us at earliest.

best service to all our customers and aim to ensure that the issue is resolved to the fullest satisfaction.
apologies for this.
Meanwhile, you can also try with clear cache files that are temporary files that are created by the OS of
the tablets when using the application and are left behind and no more useful for the tablet taking up
space on your tablet and causing the issue.
button again to restart it. Once your device is back on, check with the device if it is working fine.
GSD refund no
Code refund no
Code no refund
Hello Matthew,
I'm good thank you for asking. Hope you are doing good.
I'm sorry to know that the code with "FIFA 19 Ultimate Team - 2200 FIFA Points " with order ID:204-
0240945-2748366 didn't worked for you. This is not what we want our customers to experience.
As the game codes are developed by "Electronic Arts" and sold via Amazon there can be issue with the
code from there server end or can be the code is incorrect.
To help you with it, I've tried to cancel the order and issue refund for the same, however as the order is
successfully completed on your account, system is not accepting the refund process.
In this case, I request you to once contact the developer and check with the code with them so that they
can verify the exact issue with the code and help you with new code to use directly from server end or
else get the same code with you to work.
You can reach them by accessing below link and fill in form so that they can help you with it at earliest.
https://help.ea.com/uk/contact-us/?product=fifa-19&platform=xbox-one&category=codes-and-
promotions&issue=invalid-code
I'm positive they will be able to get the code redeemed for you.
In case, if you find any difficulty with them, I request you to write us back so that we can escalate the
issue to our higher technical support team so that they can look into the issue and help us further with
it.
You can also contact us via free phone (or) chat so that we can troubleshoot this issue in real time and
gather more information for our developers to investigate. You can reach Amazon Device Customer
Support by clicking the below link:

apologies for this.
Hello,
I'm so sorry to know that you are experiencing issue with the product key for Microsoft Office 365
Home. This is not what we want our customers to experience.
To help you with it, I've checked your account and see that the order was successfully completed and
was purchased for £64.95
As you referred you are unable to redeem the code, I've issued a complete refund of £64.95 to your
original payment card. Refunds usually go through within five to seven business days and you will see
this amount credited on your next statement.
I request you to order a new product key by accessing the below link so that you will be able to use
new product key for Microsoft Office 365.
https://www.amazon.co.uk/dp/B00DRP537A
apologies for this.
Music unlimited Echo plan
Music unlimited single device
Hello Janette,
I'm sorry to know that you are experiencing issue with the Music unlimited subscription on your
account.
To help you with it, I've checked your account and see that, music unlimited was successfully
downgraded to £3.99 plan (Music unlimited for Echo device). However, I see that as the payment card
with name ""Janette Cunningham" is expired , system was unable to charge you £3.99 for the month on
26 September 2018 to renew your subscription, hence it got cancelled automatically.
That's the reason you are unable to access music on your Echo device. I see that the music plan is
bound to your Echo with serial number G090L91175020T8H
In this case to get everything right and get the music work on Echo device with £3.99 plan, I request
you to update payment card on your account and command Echo to subscribe to music unlimited so
that Music unlimited Echo plan will be activated on your account.
Now access https://www.amazon.co.uk/cpe/manageoneclick and update 1 click settings and set the
new card added as default card on your account as all the digital orders go through 1 click settings.
Once done command Echo dot just say, "Alexa, I want Amazon Music Unlimited for Single Device
plan." or you can also say ""Sign up for Amazon Music Unlimited Single Device Plan" and music
unlimited plan for £3.99 will get activated on your account.
I'm positive you will be once again able to listen to music on your Echo device.

Kindle language
Hello,
I'm Rohith from Amazon Kindle Support. I hope you're doing great.
I'm sorry to know about the trouble you're experiencing with the settings on your tablet.
I'd like to inform you that, the menus and default dictionary on your Fire tablet can be changed to
support the following languages: English, French, Portuguese (Brazil), Spanish, German, Italian,
Japanese and Simplified Chinese, with additional dialects supported for some languages.
To change the language on your Fire:
2. Tap Keyboard and Language.
3. Tap Language and select your preferred language.
The menus and user interface language will change immediately to your new preferred language
selection.
Further, I've checked and see that the software version on your Tablet isn't updated. In this case, as an
initial step, I'd request you to update the software on the tablet and try changing the language settings.
You can check the software version on your Fire tablet by swiping down from the top of the screen to
open the Quick Settings menu, and then tapping the Settings (gear) icon. Tap Device Options and then
tap System Updates to see the current software version.
charged. From the System Updates screen, tap Check Now. The software update will download in the
background and will be applied once download is complete and the device is sleeping.
In an unlikely event, if you face the same issue after following the above steps, please contact us via
live medium so that we can escalate this issue to our technical team to investigate further and help
resolve your issue immediately.
Sorry email
Bluetooth connectivity issue
Hello Alan,
I've checked all your previous correspondence with us and understand that you are experiencing
bluetooth connectivity issue with the Fire tablet and also issue with the Echo device registered on your
account.
I'm sorry for all the inconvenience caused to you due to the issue with Amazon devices and delay to
help you with it. This is not what we want our customers to experience.
As many of the troubleshooting steps were already tried and non of them worked for us, it seems to be
internal software/hardware issue with the devices.
Upon checking your account, I see that both the Echo Dot (2nd Gen) and Fire HD 10 (7th Gen) tablet
are under warranty and we can get it replaced or refunded for you as per your convenience without any
further delay. We will also get it replaced at earliest for you with express delivery.
To help you with your concern in best way , I request you to contact us via chat or free phone so that
we can confirm, if you would like a replacement or complete refund for both the device and help you
with it accordingly.

apologies for this.
Also, I've made a note on our conversation that as soon as you contact us directly you should be helped
with replacement or refund as you say so that my colleague can check it and help you with it directly
without going any further troubleshooting steps.
Also, I've taken your feedback with the quality of the device and forwarded it to our dedicated
We hope you can contact us soon so we can help solve this problem quickly. We hope you can contact
us soon so we can help solve this problem quickly. We are always here to help you at any point of time
you need us.
App compatibility
app not compatible
Hello Bernard,
This is Yaser from Amazon Technical Support Team. I hope you are doing good.
I understand that you are experiencing issue with "USA Today" application on Fire tablet registered on
your account.
To help you with it, I've checked my resources and see that the application is as of now not compatible
with the tablet, that's the reason it is not working on tablet.
I understand it used to work previously , but due to updates and changes made by the application
developer it is now not supported by the tablet , that's the reason it is not working correctly on your
tablet.
your desire to be able to use the application on your tablet to our development team. They will consider
your comments and try to have better agreements with the app developer and make all possible efforts
to make it compatible so that you can use it without any issues.
Hello,
I do understand that you are unable to download the app in your new phone.
I've now checked and see that the developer no longer supports this device for android phone.
This is the reason when you try to download the app it not showing in your library.
I'm really sorry, app availability depend on our agreements with content developers.
I've passed your suggestion to the Appstore team for consideration as we make future improvements.
You can also send your feedback to the developer of the app, Focus Multimedia. I've provided the
developer's contact information below:
support@drivingtestsuccess.com
http://theorytestapp.co.uk/support
Thanks for taking time to offer us your thoughts. We look forward to seeing you again soon.
Accidental purchase Kindle ebooks Kindle unlimited

Hello,
I can understand your concern regarding the charge for the contents that you;re purchased today.
With regards to your email, I've checked your records and I can see that you've purchased these
contents instead of downloading it for free via Kindle Unlimited. This is the reason you've been
charged for this content.
Please note that on the detail page of a Kindle Unlimited book select "Read for Free" and then select
the device where you want your Kindle Unlimited book sent. If you press "Buy now" or " Buy now
with 1-click" option you'll be charged as normal purchase.
----Please Note: With a Kindle Unlimited subscription you can keep up to ten titles at a time. You will
be prompted to return a title if you have ten and try to borrow a new one.
If you prefer, we can request refund for all the contents that you've purchased today, please write back
to us using the below link:
https://www.amazon.co.uk/gp/help/contact-us?ie=UTF8&mode=email&#b
You can also request a refund for items purchased from the Kindle Store within seven days of purchase,
without having to contact customer service. Just visit Manage Your Kindle
(www.amazon.co.uk/manageyourkindle), click the Actions tab for the title you’d like to return, and
select "Return for refund".
*****
Regarding downloading contents via Unlimited:
With Kindle Unlimited, you can access up to ten books at a time.
Visit https://www.amazon.co.uk/kindleunlimited to find eligible titles.
You can identify Kindle Unlimited books by looking for the Kindle Unlimited logo. On the detail page
of a Kindle Unlimited book select "Read for £0.00" and then select the device where you want your
Kindle Unlimited book sent. You must be signed in to your Amazon account with Kindle Unlimited to
see the "Read for £0.00" option.
To learn more about Kindle Unlimited, go to:
You can reach us by chat or phone directly by clicking the below link:


Fire HD 8 7 Gen technical details.
Hello John,
I understand that you would like to know about connector at the top right hand side of the device.
To help you with it, I've checked my resources and would like to inform you that, if you hold the tablet
vertical in your hand the port on the right side panel of the tablet at the top right position that looks like
USB is a "Micro SD slot".
I would like to inform you that, tablet is with 16 GB (11.1 GB available to user) of internal storage. If
you need additional storage to store movies, TV shows, music, photos, personal videos and apps you
can purchase a Micro SD card and insert it in that port to extend the storage of tablet.
You can use SD card of capacity upto 256 GB in tablet.
You can access below link to check with the steps to use SD card. It shows pictorial representation easy
for you to follow.
Also, if you are referring the one next to the power button on the top panel of the tablet is a Micro-B
USB port that is used for charging the tablet.
You can access below link and scroll down to Technical Section and check with the image that points
and describe all the information on the ports that are available on the tablet. It will help you understand
device better.
https://www.amazon.co.uk/dp/B01J94T0XU
You can check with the below link to get help on your tablet. Complete user guide is available in
below link:
as crystal!
Unknown ebook
Hello Tricia,
I've checked your previous correspondence on call and understand that you are concerned with the
unknown purchase of ebooks on your account and also you are unable to access Kindle free ebooks.
To cross check about these purchases, I've contacted our investigation team and they have checked your
account thoroughly, informed us that your account is secure and there has been no fraudulent activity
on your account.
Be assured, Amazon takes all security-related matters very seriously, and your account security is our
top priority. We have polices and security measures in place to ensure that your personal information
remains secure.
On further checking with the purchases, I see that the ebooks are purchased from Kindle Voyage (7th
Gen) with name "Tricia's 2nd Kindle " and serial number 90130907726600LL registered on your
account.
There are two ebooks purchased on 30 September 2018 and 22 September 2018
1. Owen (Undercover Billionaire Book 3) : £3.98

2. Accidental Fiancé : £2.23
As you are unaware of the purchases, I've cancelled the ebooks and also issued a complete refund of
£6.21 (£3.98 + £2.23) to your original payment card. Refunds usually go through within five to seven
business days and you will see this amount credited on your next statement.
Also, I request you to access below link and check with the ebooks purchased on your account and if
you find any of them you didn't need please do write us back with the name of the ebook so that we can
issue a refund for the same to you.
You can view the details of your digital orders quickly at any time:

-------------------------------------------------------------------------------------------------------------------------
Regarding your concern with Kindle unlimited subscription that you are unable to get free ebooks, I
would like to inform you that with a Kindle Unlimited subscription you can keep up to ten titles at a
time. I see that already you borrowed 10 ebooks that's the reason you are unable to get more free
ebooks. I request you to return the ebook to borrow new titles.
You can return an item from the Manage Your Content and Devices page:
1. Go to https://www.amazon.com/mycd.
2. Filter for "Kindle Unlimited" with the "Show" drop-down filter.
3. Next to the item you want to return, select "Actions," and then select "Return this book."
Additionally, you can manage borrowed Kindle Unlimited titles from Kindle e-readers:
1. Open the Kindle Store.
Do one of the following:
For Kindle e-readers:

2. Select "Kindle Unlimited" from the Menu.
3. Select “My Library.”
as crystal!
Refund not received
I am sorry to hear that your Kindle unlimited refund was not fully refunded to your payment card,
please accept my apologies.
I have checked and please be informed your refund was processed on Friday, 12 October 2018, and
please note that refunds usually go through in 5 to 7 days so you should see this credited to your
account on your next statement.
So in this case I suggest you to please wait for the full refund to be credited to your account completely
and I can assure you that your total refund of £87.89 has been processed as promised.
Further checking I can see that your refund has been processed on two different Visa cards you have
updated, recently you have updated a new payment card. Two months refunds has been processed on
that card and remaining nine month refund has been processed on your old payment card.
We'll let you know if we have trouble processing your refund.
Thank you for your patience and understanding in this regard
CC changed for refund
payment card no refund
Bank cheque
Hello Lisa,
I understand that you are concerned with the refund for the Kindle unlimited subscription that was sent to your old
payment card.
Not to worry, I would like to inform you as the old card is no longer valid and the refund is sent to that card, bank will
automatically move the refund from old card to your new payment card. Your bank will automatically process it for
you. For your privacy, your bank will only speak to you about your account. You can contact them for further details.
Also if you wish you can contact bank and get a check issued for the same so that you can transfer that funds as
per your convenience.
service.
Contact us email
Setup call back email
setup callback
ask writeback
ask write back
Hello,
I'm sorry to hear you're having trouble accessing your account.
I'd like to let you know that as your issue is related to your account and we need to verify few security
questions related to your account like billing address and payment methods etc and it is not safe to get
account details via email due to security reasons.
In this case, I hope you understand our limitations via e-mail and request you to contact us via chat or
call so that we could help you with logging into your Amazon account.
Customer Service can be reached via chat or phone by visiting the link:
Also, Freephone (within the UK): +44 (0)800 279 7234. International customers can reach us at +44
(0) 207 084 7911.
Hello Yasmin,
I am sorry to hear that you are having issues with accessing Blue tooth Kindle. That's definitely not
what we want our customer to experience.
We take these issues very seriously, I'm sorry about the problem--this doesn't usually happen.
In order to resolve this issue we will need to speak to you, as at the time of solving this issue we will
need to ask you a few sets of questions which will in turn help us to get to the root cause of the
problem.
This way we can provide with a resolution which will best suite you and resolve the issue.
We are sure that we can help you in this. But we need to gather more information about the error to find
the exact solution.
In this case, I Kindly request you to contact us via call or chat so we can try some real-time
troubleshooting with you to fix this problem.
however, we really feel that the best way to assist you with this concern is over the phone or chat.
You can reach Kindle Customer Support via freephone or chat by clicking one of the below links:


any trouble you have with your Kindle, Kindle books and your account.
Hello Susan,
I'm sorry to know that you are experiencing issue with games and Amazon appstore on Fire HD 7 (4th
Please be assured that Amazon appstore is pre-installed on your tablet and will never force you to
install any applications from the appstore. Amazon appstore will show you just the applications which
are compatible with your device.
To help you with the exact root cause of the issue and get it resolved without any further delay, we need
a small help from your end with answers to few details like name of the games you are trying to access
and is it happening while middle of game or when you are starting the game and few other details so
that we can help you with it in right way.
So, I request you to contact us via live medium chat or free phone so that we can work together in real
time to avoid any misunderstanding in performing advance troubleshooting steps on the tablet and also
if required escalate the issue to our dedicated Amazon development team so that they too can look into
the issue and get it resolved for us at earliest.

apologies for this.
Meanwhile, you can also try with clear cache files that are temporary files that are created by the OS of
the tablets when using the application and are left behind and no more useful for the tablet taking up
space on your tablet and causing the issue.
button again to restart it. Once your device is back on, check with the device if it is working fine.
Hello,
I've checked your previous correspondence with us and sorry to know that you are experiencing issues
with both Fire HD 7 and Fire HD 8 tablets registered on your account.
I have Tried to call you on the number 07545848942 but was not able to reach you.
Sorry for the misunderstanding by previous agent with the gmail and googlemail. I've checked your
account and see that all your device and purchases are under : gaildavies85@googlemail.com
As you are experiencing issue with the email and also to restore apps, to help you with the exact root
cause of the issue and get it resolved without any further delay, we need a small help from your end
with answers to few details on email setup and also applications so that we can help you with it in right
way.
So, I request you to contact us via live medium chat or free phone so that we can have a two way
communication and work together in real time to avoid any misunderstanding in performing advance
troubleshooting steps on the tablet and also if required escalate the issue to our dedicated Amazon
development team so that they too can look into the issue and get it resolved for us at earliest.
prevent you from bearing any kind of loss. Also in case needed we'll surely help you with
replacement/refund for the tablet as per your convenience.
Also, I've made a note on our conversation about the advance troubleshooting steps to be performed
and also about the replacement and refund so that my colleague on call and chat can help you with it
accordingly as per your convinence and get the issue resolved at earliest.
apologies for this.
All I need is your support while we work on it for you. We look forward to see you soon.
Hello,
I am sorry to hear that all your Kindle books has been disappeared from your Kindle.
Firstly, I assure you that all the Kindle contents that you have purchased will never be lost.
We are sure that we can help you, in order to resolve this issue we'll need to speak to you, as at the time
of solving this issue we will need to ask you a few sets of questions which will in turn help us to get to
the root cause of the problem.
This way we can provide with a resolution which will best suite you and resolve the issue.
In this case, I Kindly request you to contact us via call or chat so we can try with you to fix this
problem.
You can reach Kindle Customer Support via freephone or chat by clicking one of the below links:


Contacting us through the website allows you to verify security before a call is placed and ensures we
have your account information ready when we call you. If you’re unable to take advantage of the
Contact Us feature :
Freephone (within the UK) 0800 279 7245.

International customers can reach us on +44 207 084 7911.
any trouble you have with your Kindle and your account.
We value your business. We look forward to assisting you!
Hello Gail,
I'm sorry to know about the troubles you are facing with your Fire tablet device.
I do understand that after following the steps our associate provided you, you are unable to re-register
your device as the WIFI doesn’t recognise the device. And are unable to retrieve back the level 619 of
your G5 game after various struggles.
I know how displeased you are with not finding the cloud or sync options on the device and in being
unable to reach the support@g5e.com. I realize that you've been trying to solve this issue for the past 2
days but unfortunately it is still unresolved.
Due to the complexity and the number of issues, I believe we will be able to help you better on a phone
medium, which will let us resolve the issue in real time as it'll be easier to communicate to you the
steps through two-way conversation between you and our associate. This way you do not have to repeat
any steps you've already performed on the device.
I know asking you to contact on a different medium at this point of time may frustrate you even more
but please understand that we're trying to provide you the best service we possibly can and the steps to
be performed and next action to be taken will be a lot easier for you on call then on email.
You can also directly contact us via phone or chat and I assure you, we will take care of the rest.


Alternatively, if you want us to call you back, just reply to this email with the mobile number in which
you'd like us to call you along with your convenient timings, and I promise you, we will resolve this
issue under highest priority now.
Ebook on amazon clouddrive
You're most welcome. I would like to inform you that all your digital content purchased on Amazon
like music files, ebooks and other Amazon content purchased on your account are stored on your
Amazon cloud so that you can use it anytime by just setting up same account on any of compatible
device.
So, as you are going to buy a new Kindle you can setup the same account that was on previous Kindle
and all your ebooks will be available on it.
Also as the pre-order are made on same account, you will be also able to access the pre-order content
on new Kindle without any issues.
as crystal!
Promotional emails
Hello Paul,
I'm sorry to know that you are receiving lots of emails from Amazon.
I've checked your account and see that you are not receiving any promotional or additional emails from
Amazon.co.uk
On further checking your account in Amazon.com, I see that you are receiving emails from the
Amazon.com and to help you with it unsubscribe you from the email list of Amazon.com
You can also check with the below link to see details on all the promotional emails you are receiving
from Amazon and unsubscribe it.
http://www.amazon.co.uk/gp/gss/ccp/
Rest assured you won't be receiving such emails from Amazon.
apologies for this.
Parental control password reset
Parental control password lost
Hello,
I'm sorry to know that you are unable to get the parental control password that was setup on FireHD 7
(2nd Gen) - K9 HD registered on your account.
To reset the password, we need to de-register and re-register the tablet to your Amazon account I
request you to perform below steps
1. Visit the Manage Your Content and Devices ( www.amazon.co.uk/mycd ) page on your computer.
2. Select the Your Devices tab.
3. Select your Fire, then select 'Deregister" in the Device Actions drop-down to deregister your device
from your account.
4. On the device swipe down from the top of the screen to open Quick Settings and then tap Settings.
5. Tap Sync and Check for Items.
Once the device recognises that it is deregistered, tap My Account in Settings on the device, and select
Register. The Parental Controls password will be reset.
I'm positive with above steps parental control password will be reset.
In case if you find any difficulty you can also contact us via chat or free phone so that we can help you
with advance troubleshootings steps in real time and get it work for you without any further delay.

Hello,
I understand that you would like to reset Parental Control password on Kindle Paperwhite device
To remove or change Parental Controls, you’ll need to reset your Kindle to factory defaults by entering
"111222777" as the Parental Controls password.
I would like to inform you that all digital content (including books, music, videos and apps) that you've
purchased from Amazon is stored for free in the Amazon Cloud and can be re-downloaded at any time
just by registering the Kindle to same Amazon account and sync it.
Once reset is completed, connect Kindle to Wifi and register the Kindle with your Amazon credentials
and tap the Quick Actions icon from the Home screen and then tap Sync My Kindle.
All your contents will be available back on your Kindle.
I'm postiive above steps would work fine and your parental password will be reset so that you can setup
new one.

Refund not received
Hello,
I'm sorry to know that you still didn't receive the refund of GBP 100 and postage charges to your account. This is
not what we want our customers to experience.
To help you with it, I've thoroughly checked your account and found that refund of £100.00 is already processed
from Amazon on Monday, 15 October 2018 to payment card on which you were charged for that is with name
"Ashleigh J Jackson"
Also postage charges of £8.60 was added to your Amazon account by my colleague as a gift card. I see that is
added to your Amazon account.
You can check your Current Balance at any time by going to the "View Balance" in the "Gift Cards & Top Up"
section of Your Account, or clicking the following link:
Regarding the concern with the refund of £100.00, I found that it is displayed in our systems as "Chargeback" which
are done from the bank end.
In this case, I request you to once check with the bank for the refund amount so that they can help you get the
details on refund.
In the unlikely event that your bank can’t track the refund, please ask them to provide you with an official headed
letter confirming that the account is related to the payment card used to pay for the Order ID 204-8362295-
1851503 and that no refund with this reference number has been received to your account on this date. Please
note that in order for us to process the refund by any other means, the letter must include the refund reference
number provided above.
You can submit the bank headed letter via e-mail, in PDF format, to the address below:
charge-enquiries@amazon.co.uk
Alternatively, you can send it to:
Charge Enquiries Department,

Amazon Customer Services
Waverley Gate
2-4 Waterloo Place
Edinburgh, Midlothian EH1 3EG
United Kingdom
Once the letter is received, we can reimburse you by Bank Transfer or Gift Card. We're unable to refund another
payment card or issue a cheque.
The processing time for a Bank Transfer refund is approximately two weeks. The processing time for a Gift Card
refund is 24-48 hours. Please indicate your preference in your response; however, in the interest of account
security, please don't provide your full bank account details via e-mail. If you select a Bank Transfer, we'll give
instructions on how to proceed once the investigation is complete.
Track tablet return/ retrocharge
Hello Thomas,
I'm sorry to know that you have received an e-mail stating that we have not received your Amazon
Kindle device.
I've checked your account with the tracking ID and see that the Kindle is received at Amazon
successfully on 16 October 2018, I'd like to inform you that email you received is an auto generated
Email sent to our customer when they return an order and I'm really sorry for any inconvenience
caused. It seems that the system has not updated the status of the return in database.
To help you with this, I've manually updated the details of the return in our database and marked your
device as "successfully received" in our systems . Further, you'll not receive any emails in this regards.
Please be assured that you will not be charged for this device.
I hope the above information answers all your questions but if I missed anything or any other questions
come up, please reply to this email and I will gladly help you further until everything is clear as crystal!
More details email
Replacement more details email

Hello,
I am sorry about the problem you've had with your order# 206-4635215-7238704. We certainly do not
want our valued customers to experience this kind of inconvenience.
I'm sorry but I was unable to determine from your message exactly how we would be able to assist you.
We request you to elaborate your query and provide more specific information to help us serve you
better.
Kindly provide us additional information, by replying to this email, an we will be more than happy to
assist you further:
1. Do you want to return the item?

2. Reason for returning
3.Do you want a replacement? Or a refund?
4. Are you contacting regarding an update of the refund?
Please understand we need these additional information in order to resolve the issue in an efficient
manner. So we request you to elaborate your query and provide more specific information to help us
serve you better.
I am sorry for making you write back to us, but this will help us in resolving this issue for you in an
efficient manner.
If you encountered an issue with the Kindle device, I suggest you to contact us via Phone or Chat to
identify the exact problem with the device to fix and can create a replacement based on the warranty of
your Kindle device by providing the necessary information to return your Kindle. I hope you
understand our limitations via email.
I've checked our records and can see that your Kindle is covered under our Limited warranty.
Please note that replacement for Kindles can only be done over the phone or chat as we need to verify
your delivery address and payment card for the replacement order.


Thanks for your understanding in this regard. We look forward to assisting you!
Hello,
I understand your concern regarding the refund for the returned Kindle device.
With regards, I've checked your account and I can see that a full refund for "Fire 7 Kids Edition Tablet"
has been already issued in the amount of 100.00 GBP to your payment card on October 22, 2018.

www.amazon.co.uk/gp/digital/your-account/order-summary.html?orderID=204-7417473-...
Rest assured that you will not be charged again for this order once again as we have already noted the
order details in our system.
I understand the inconvenience this situation has caused and on this occasion, I'd like to give you £5.00
promotional credit as a goodwill gesture, for use towards your next Amazon.co.uk order. This will be
applied to your account within 2 hours.
section of Your Account
fulfilled by Amazon. Promotional credit can't be used to purchase Amazon.co.uk Gift Cards, items sold
by third party Sellers including Warehouse Deals, products sold and distributed by Audible, against
Kindle books, delivery costs, or against gift wrapping costs.
later date.
*****
If you still having any issues, I request you to contact us via phone or chat where our live customer
support executives will be able to gather the required additional information and will help you. I hope
you understand our limitations via email.
You can reach Kindle Customer Support via phone or chat by clicking one of the below links:
To contact us via phone: http://www.amazon.co.uk/clicktocall-kindlesupport

To contact us via chat: http://www.amazon.co.uk/clicktochat-kindlesupport
Display mirroring
Hello Daniel,
I understand that you are concerned with Display mirroring or Second screen feature on Fire HD 8 Gen 8 tablet.
To help you with it, I've checked my resources and sorry to inform that the feature is not available on the tablet as
you said.
Feature compatibility depends on hardware and software of the device you are using it on.
In this situation, to make things right, I have summarised and forwarded your comments to our development team
expressing your desire to be able to use the display mirroring or second screen feature on tablet. They will consider
your comments and will work on it to bring the feature available on tablet.
Software update adds several new features and includes important bug fixes to improve performance on your
device. Periodically, Amazon apps and features will be automatically updated to improve functionality and usability.
Once added you will be able to see updates available on your tablet and will be able to use the display mirroring
feature on tablet.
Be assured, customer comments are taken on serious note at Amazon and we always work on it as this is what our
customers want us to improve.
with the best of our service so we can ensure that we fulfil of their needs. Not to worry, as we've forwarded your
feedback too, I'm positive our development team will look into it and come up with update to resolve it at earliest.
I seek your patience and support in this regards.
Also, I see that the tablet is recently purchased, in case if you are unhappy with the device or would like to
purchase a device with display mirroring feature already available, please do contact us so that we can help you
with refund/replacement as per your convenience without any delay.

Please be assured that we are here to make things easier for you and we will do whatever we can do to prevent
you from bearing any kind of loss.
Product safety
Hello Steve,
I've read your complete email and I'm extremely sorry to know about the situation occurred due to Fire
HD 8 Kids tablet. This is really not what we want our customers to experience.
Thank god everything is safe and there is no any injury or damage to any one in family due to the issue
with the tablet.
Our customers' safety is of paramount importance to us and we need to carefully investigate as this is a
potential issue. Believe me as this is a Kids tablet and all other Amazon devices are thoroughly tested
for safety of our customers to use.
I've tried to contact you on number 07590 988997 on your account , but was unable to get in touch with
you.
As this is a high priority issue, I've documented all the details you shared with me in email and
escalated the issue to our dedicated product safety specialist team so that they can get the details of the
issue and contact you back to help you with best on it as per your convenience. Be assured they will be
contacting you at earliest.
Meanwhile, I request you to turn OFF the tablet and keep it at safe place.
You too can contact us via live chat or free phone by accessing below link

Or call us directly on

International: +44 203 356 6212
I once again personally apologize in this regards. But let me assure you that we are here to take care of
your problem and we do take full responsibility for any troubles you have with devices, orders,
subscriptions and on your account and inform him that we'll get the issue with the tablet sorted soon.
I seek your patience and understanding while we together work on it for you.
Music purchase tablet
Hello,
I'm sorry to know that you are experiencing issue with the tablet to purchase music.
To help you with it, I've checked your account and found that all the settings are correct on your account and also
tablet is updated to latest version.
It can be due to some intermittent issue with the tablet causing the issue as you should be able to purchase the
music without any issues.
As a remedy to the issue, I request you to perform below troubleshooting step on tablet and check with the
purchase again.
1. Clear cache for music app:
--. Tap "Amazon music application" and select "Clear cache" and then "Clear Data" and clear them.
2. De-register and register tablet :
2. Tap My Account.
3. Tap de-register.
Once done restart the tablet and follow below steps to purchase music
Tap Music from the Kindle Fire Home screen.

Tap Store in the top right.
Search or browse for music using the search bar at the top or the provided categories (Bestsellers, New Releases,
Genres).
Tap the orange price button next to the song or album the you wants to purchase, then tap the button again (it'll turn
into a green "Buy" button) to purchase.
When the order completes, the you will see confirmation that their order has been saved to your Music Library and
the options to "Go to your library" to stream or download the music, or "Continue shopping."
On the Home screen, tap “Music”, swipe from the left side of the screen or tap the menu button. Tap Settings and
then tap the switch for Download Purchases.
In case if you still find diffuclty, please do write us back with confirmation so that we can escalate the issue to our
dedicated higher technical team so that they can look into the issue and help us with resolution to get music
purchase work on tablet.

Overdraft charges
Hello,
I've checked all your previous correspondence with us on email and chat and am extremely sorry for all
the inconvenience you went through because of tablet issue and responses from my colleagues. This is
I've checked the image you sent to us regarding the return of device and also the amount that was
charged to your payment card.
Upon checking your account details, I see that my colleague issued a complete refund that was charged
to you both for the tablet as well as for ebook.
As the refunds issued are directly applied to your original payment card by systems we don't have other
manual option to add the refund through any other method
However as you mentioned that there will be going to be overdraft charges from bank end, not to worry
as you are valuable customer of our and also a part of Amazon family. I assure you that we surely help
you with the refund for the overdraft charges too.
In this case, if there are any overdraft charges, I request you to let us know the details so that we can
issue a refund for the same to your account.
Regarding, your concern to make a formal complaint, you can reply to this email mentioning that you
would like to make escalation and need manager to contact you so that available manager on floor can
respond you and help you with escalation any of your inconvenience from Amazon.
as crystal!
Once again, I personally apologize for all the troubles you experienced and hope you will treat this as
one time exception and give us another change to help you with our services.
App issue email

Game issue email
March of empires
Hello Jamie,
I'm sorry to know that you are experiencing issues to update the game "March of Empires: War of
Lords" on your android device.
To help you with it, I've checked your account and settings on Amazon account and found everything
is fine.
Also, I've checked my resources and see that after update released by game developer "Gameloft" on
the game many of the customers are experiencing the same issue on different devices.
In this case, I request you to perform below basic troubleshooting steps and check with the result once.
1. Force stop the game and clear cache for game :
Clearing cache will clear all the temporary files that are no longer used by application and causing the
issue. It will not delete any of your game purchases or progress.
-- Open the Settings menu for your device.

-- Tap "Applications".
-- Select the"March of Empires" app.
-- Select "Storage" and then select "Force stop" and "Clear Cache" then tap "OK
Now restart the phone and check if you are able to install update on the game.
In case if you still find same issue, I request you to write us back with confirmation so that we can
escalate the issue to our technical team so that they can get in contact with the app developer and get
the issue resolved at earliest for us without any further delay. Also it will be helpful if you could take
screenshot of the error and attach to email.
Also, you can directly contact the app developer by accessing below link:
email: android.support@gameloft.com
website: www.gameloft.com/support
I seek your patience and support in this regards.
We are always here with you at any point of time you need us.
Hello Rosemary,
I'm sorry to know that you are experiencing issue with " gummy drop" on Kindle Fire HD (3rd Gen)
From the details you shared with me, it seems to be some glitch with the application causing the issue.
As a remedy to the issue, I request you to perform below troubleshooting steps to get game work fine.
2. Clear cache for the application:
issue.
4. Tap "Gummy Drop" and select "Clear Cache" .
button again to restart it. Once your device is back on, try opening the application and check.
I'm positive about steps would work and you will be able to use Gummy Drop perfectly fine.
escalate the issue to our higher technical team so that they can help us and get the application work at
earliest for us.
You can also contact us via phone or chat so that we can together troubleshoot the issue in real time
performing advance troubleshooting steps and if needed escalate the issue to our dedicated technical

Delivery not received
Hello,
I'm sorry to hear that your 'Kindle Paperwhite E-reader, 6" High-Resolution Display (300 ppi) with
Built-in Light, Wi-Fi (White) - Includes Special Offers' didn’t arrive.
I've placed a new order with order ID 204-6267346-3679522 for the same item and it'll be dispatched
as soon as possible to the same address. There'll be no additional charge for your replacement order.
If the original parcel arrives afterwards and you don't want to keep it, please refuse the delivery and the
carrier will return it to us. Or, if the original parcel arrives afterwards and you do want to keep it, let us
know and we’ll recharge your payment card.
The estimated delivery date for your replacement order is between Tuesday, 30 October 2018 and
Tuesday, 6 November 2018.
To see the order details of the replacement order, please visit Your Account at the top of any page on
our website or use the following link:
https://www.amazon.co.uk/youraccount/
Please feel free to use the box the replacement comes in to return the original but make sure that the
address / barcode label is removed, or covered by the return label. If you haven't opened the package
you're returning, you can attach the returns label to the outside of the package.
Please click on the following link to be brought to your return label and follow the instructions
provided:
https://www.amazon.co.uk/gp/orc/rml/Dm87lYPWRRMA
address window.
instructions.
with your return mailing label i.e.(Dm87lYPWRRMA ). Wrap the parcel securely and post it to us at
the below address. Our returns centre will need the return mailing label to process the return.

Amazon Way
Dunfermline
Fife
KY118ST
delivery costs.
As a representative of Amazon, I would like to assure you that your complaint has been forwarded and
your future order's will be delivered without any problems. I hope you would treat it as a one time
exception and give us another change to help you with our services.
I personally appreciate your patience and support in this regard. We look forward to seeing you again
soon.
License expired error fire for Kids
Hello Kate,
I'm sorry to know that you received a "License Expired" message which is preventing you to access
your Kindle Fire apps, games and other contents.
From your mail I understand that you are currently on vacation which is why you are getting license
expired error.
Due to content licensing restrictions, Fire for kids content is not currently available outside UK. apps
and books and other digital content from Amazon.co.uk can only be purchased, streamed, and
downloaded by customers in the United Kingdom and Channel Islands.
We are sorry for the inconvenience caused in this regard.
Although, there are some apps and games available which you can access outside UK but the apps and
games which do not require internet connection, only those apps can be accessed outside UK.
I certainly understand that your other daughter Bethany is able to access digital content on her device
whereas Jessica is not able to. It happens because sometime it takes time for system to detect the
location of the device and once the system detects location of the device, it restricts from accessing the
contents.
I can also understand the necessity of these apps and games for you as your are on vacation with your
daughters, To ensure utmost attention, I've forwarded your email as feedback to the Amazon Appstore
Development team so that they can try to make it available even outside UK on our devices at the
earliest.
Your patience and understanding is highly appreciated in this matter.
We'll be glad to assist you.
We look forward to seeing you soon again.
Prime video license error tablet
Hello,
I'm sorry to know that you are experiencing "License Error" on Fire tablet while watching prime videos. This is not
As a remedy to the issue, I've checked your account and I've refreshed the licenses associated with the Prime
Video titles in your library.
I request you to follow below troubleshooting steps on tablet so that any intermittent issue with the tablet will be
cleared and will be working fine.
4. Tap "Amazon video app" and select "Clear Data".
Now restart the tablet and check if you are able to play prime video fine.
In case if you experience the same issue once de-register and re-register the tablet so that any account linking
issue between tablet and account will be cleared
2. Tap My Account.
3. Tap de-register.
4. Now re-register the tablet using your Amazon credentials and check with results.
I'm positive the issue will be resolved and prime video will be working fine on your tablet.
In unlikely event if you experience same issue please do write to us with confirmation so that we can help you
further with it and if needed escalate the issue to our higher technical support team so that they can dive deep and
help us with the resolution at earliest.

Connect bluetooth tablet
Hello,
I understand that you'd like to connect your Kindle to Bluetooth keyboard.
You can connect your Fire to peripheral devices, such as speakers or keyboards, using Bluetooth.
Your Fire can broadcast Bluetooth connectivity up to a maximum of 30 meters, or approximately 100
feet. A maximum of seven Bluetooth-capable devices can be connected to your Fire. However, you can
only connect one audio device to your Fire via Bluetooth at any time. Bluetooth microphones,
microphone-enabled headsets and low energy (also known as Bluetooth Smart) devices are not
supported.
Your Fire is compatible with the following Bluetooth profiles:
- A2DP: Streams audio to compatible Bluetooth speakers, headphones and many car audio systems.
- AVRCP: Receives basic media commands, such as play/pause and increase/decrease volume from
compatible devices.
- HID: Connects to compatible Bluetooth keyboards.
- OPP: Enables the transfer of data from another device.
To connect a Bluetooth device to your Fire, verify that it's set to pairing mode and then follow these
steps:
1. Swipe down from the top of the screen to open Quick Settings and then tap Wireless.
2. Tap Bluetooth.
3. Next to Enable Bluetooth, tap On. A list of available Bluetooth devices will appear.
4. Tap a Bluetooth accessory to pair it with your Fire and then follow any additional pairing
instructions. After you pair your Bluetooth accessory with your Fire, a Bluetooth indicator will appear
next to the wireless indicator in the top right corner of the screen. If the Bluetooth indicator is grey,
your Fire is not paired with your Bluetooth accessory.
5. To disconnect, press and hold the Bluetooth device name and then tap Disconnect.
When a Bluetooth accessory is idle for a period of time, the device may appear to be disconnected from
your Fire. Turn the Bluetooth accessory on to reconnect.
When you pair a Bluetooth keyboard with your Fire, you can use it to navigate and make selections on
your device and in many apps. For example, you can use the arrow and enter keys to:
- Flip through the carousel on the Home page to look through recent content items
- Select items in content libraries
- Navigate through and select items in Fire apps like Email and Prime Video
- Navigate through and select items in many third-party apps
You can also use the following shortcuts on your Bluetooth keyboard:
- Copy (ctrl+c)
- Paste (ctrl+v)
- Cut (ctrl+x)
- Select All (ctrl+a)
- Delete line (alt+delete)
- Cursor to front/end of line (ctrl+left arrow or ctrl+right arrow)
- Cursor to top/bottom of page (ctrl+up or ctrl+down)
- Forward Delete (shift-backspace)
- Highlight text (Shift-left arrow or Shift-right arrow)
- Open/close the Quick Settings menu (ctrl+t)
In case your having trouble after trying the above mentioned steps, I request you to please contact us
via phone or chat, so that we can try some real-time troubleshooting and help you in getting this issue
resolved as early as possible.
You can reach us by chat or phone directly by clicking the below link:


ebook delete
Hello,
This is Yaser from Amazon Support Team
I'm sorry to know that you are experiencing issues to delete ebook on your device after reading the
ebook.
To help you with it, I've checked your account and device details and see that all the settings on your
account are fine and also device is updated to latest OS.
It seems to be some intermittent issue with the device.
As a remedy to the issue, I request you to perform below troubleshooting steps on Kindle and try with
deleting the ebook.
1. Restart Kindle
2. De-register and Re register Kindle:
So that any account linking issue will be cleared.
4. Now register the Kindle with your Amazon credentials.
Try to delete the ebook in your library by following below steps.
1. Press and hold the item you want to remove.

2. Tap Remove from Device.
To permanently remove a title from your account:
1. Locate the item you wish to delete in the Your Content tab of Manage Your Content and Devices
(www.amazon.co.uk/mycd).
2. Select the Actions button next to the title, then select Delete to permanently remove the title.
After an item is removed from your account, you will no longer have access to re-download this title
unless you re-purchase it. Existing copies of this title already on your device must be manually
removed.
I'm positive after above steps, you would be able to delete the ebooks fine.
that we can help you further with the concern and also if needed we will escalate to our technical team
for further insight.
You can also reach us via chat or freephone directly by clicking the Contact Us option at a time that

Ebook update
Hello Rebecca,
I'm sorry to know that you are experiencing difficulties to get the purchased ebook to your new iOS
device. This is really not what we want our customers to experience.
To help you with it, I've checked with your account and see that the ebooks are available on your
account however I see that there are updates available for most of the ebooks. That's the reason you are
getting message to renew the license for ebooks
In this case, I've updated ebooks for you and manually sent the ebooks to your device that was
purchased from 2015 year upto date.
I request you to perform below troubleshooting steps on your iOS device to get the ebook delivered to
your device.
2. Deregister from Kindle application : so that any issue with the application linking to your account
will be cleared and will work fine
For iOS device:
1. From the Home screen of the Kindle reading app, tap the Settings icon (the gear in the lower right
corner).

2. Tap "Settings."
4. Now re-register the Kindle application and login with your Amazon credentials.
In case if you still didn't receive the ebook, please uninstall and re-install the Kindle reading application
on iOS so that the latest application can be automatically installed on your device
To uninstall the application, press and hold your finger on the application icon until a black circle with
an "X" appears in the top left corner of the icon. Tap the black circle to uninstall the application.
When your installation is complete, simply launch the Kindle application to register again and start
accessing your Kindle library.
2. Sync your app and check the Cloud tab to get the ebook.
Also you can access below link to check with all the ebooks on your account and update the ebook and
send it to your device.
1. Locate the ebook in the Your Content tab of Manage Your Content and Devices
www.amazon.co.uk/mycd.
2. There you'll see list of ebooks and also if update is available for ebook will see "Update available" in
orange colour below the ebook name. Click on it to update the ebook.
3. Now checkmark the ebook and click on "Deliver" option on top of webpage and select the device
you would like to send the ebook to.
In unlikely event if the issue still persists, please do write us back with confirmation so that we can help
you further with it and if needed escalate the issue to our technical team for further insight.
Infringement issue
Hello Adam,
I'm extremely sorry to know about the issue with the ebook "Kick the drink... easily". This is not really
In this case, I've cancelled the ebook and issued complete refund of £7.51 for the same to your original
payment card. Refunds usually go through within five to seven business days and you will see this
Thank you so much for bringing it to our notice regarding the infringing issue with the ebook. Amazon
always take this issues seriously.
As a retailer, we do not own the rights to any of the titles listed in our online catalogue. Like other
stores, we obtain titles from vendors and then make them available to our customers.
In this situation, to make things right, I"ve forward your comments as feedback to dedicated
infringement team so that they can review the details you shared with me and get in contact with the
ebook publishers and will work on into to take necessary actions as soon as possible . They will look
customers.

Newspaper issue
periodical issue
Hello,
I'm sorry to know that the newspaper "Financial Times" is not updated to your Kindle device.
I've checked through your account and see that subscription is active. However on checking with the
device details, I found that the todays edition is pending to be delivered to your device.
To help you with it, I've manually sent the Financial Times to your device and request you to please de-
register and re-register the Kindle device so that any network glitch will be cleared. I'm positive it will
work and solve the issue.
1. Restart Kindle
2. Connect Kindle to Wifi
3. Please perform below steps to deregister and register the kindle so that any connectivity issue
between device and account will be cleared.
From the Home screen, press the Menu button, select Settings and select "Deregister. Again register
Kindle with Amazon credentials and select Sync & Check for Items from the Home screen menu.
I'm positive you will be able to get the newspaper on your Kindle fine.
Just so you know, you can access to get all newspaper back to your Kindle after registering the device
from your account through your web browser.
Please follow the below steps to send any newspaper issue to your Kindle device:
1.https://www.amazon.co.uk/mycd
2. select "Your content " tab and under show option select "newspapers" and click on the three dot icon
in front of the newspaper name and select "deliver the past issue" option . Later select your Kindle
model to get all the newspapers.
In case you find any difficulty, please do write us with confirmation so that we can escalate the issue to
our higher technical support team and get it resolved at earliest without any further delay.
Also you can contact us via chat or phone so that our dedicated technical team can help you with
advance troubleshooting steps and help get Kindle back to work.

Appstore not refundable
Hello Mrs Morag,
This is Raj from Kindle technical support. Hope you're doing good.
I'm sorry you had a problem with "Leon: Naturally Fast Food". According to our Appstore terms
(https://www.amazon.co.uk/appstoreterms), Appstore purchases aren't returnable after delivery.
However, because of the circumstances, I've issued a full refund in the amount of £0.99 as a one-off
exception.
This refund should go through within the next 5 to 7 business days and will apply to the payment
method used for the original purchase. Please note, this does not include processing time by your bank.
After the refund has been processed, your app will no longer be available.
Once processed, you can see your refund here:
https://www.amazon.co.uk/gp/digital/your-account/order-summary.html?orderID=D01-...
If you want to prevent accidental purchases in future, please enable parental controls. For more
information on enabling parental controls, please visit our help pages:
https://www.amazon.co.uk/appstoreparentalcontrols
I hope this helps! We look forward to see you soon again.
We delighted to have you as our customer. Have a nice day and keep smiling, Mrs Morag☺.
Tablet factory reset email
Hello,
I'm extremely sorry to know that you are experiencing freezing, rebooting and crashing issues with the
Kindle Fire HDX (3rd Gen). This is not really what we want our customers to experience.
To help you with it, I've checked your account for the device details and found that the tablet is with
updated OS version. From the details you shared with me it can be some software/hardware issue. As
the hard reset steps didn't work for us, in this case the only troubleshooting step we can perform is
factory reset.
Factory reset will restore your tablet to factory defaults and make it as if brought out of box and it will
clear technical glitches on Kindle and it will be as brought out of box.
I request you to follow below steps to backup the device and factory reset it
You can make a backup of your device.
3. Tap Backup Now to manually backup. You can see the date your most recent backup was performed
under Last Backup.
To Reset your device:
Once done restart the tablet and connect it to Wifi and register it to your Amazon account and check for
its performance.
I'm positive it will be working fine without any issues.
In unlikely event if the issue still persists, I request you to contact us via live medium chat or free
phone so that we can gather more details on issue and work together in real time to avoid any
misunderstanding and get tablet to work and if needed we can escalate the issue to our dedicated higher
technical team and help us with replacement options as per your convenience. For this it will be helpful
if we can get into two way communication and get the issue resolved at earliest for you.
I can understand that as the tablet is in daily use it is causing you much inconvenience and I really don't
want to see my customers struggling with our device and facing troubles.
Thank you for being Amazon valuable customer
New Kindle paperwhite
Hello,
Thank you for writing us with further concern on the new Kindle Paperwhite Kindle.
Regarding the concern with the waterproof capability for the charging socket, I would like to inform
you that new Kindle meets the International Electrotechnical Commission (IEC) Standard 60529 rating
of IPX8 and can withstand immersion in up to 2 metres of fresh water for up to 60 minutes if your
Kindle is accidentally dropped in a bath, hot tub or pool, splashed by the ocean while at the beach, or
otherwise exposed to water.
The Kindle will not get damaged in any case as above, also there will be no effect on charging port.
However you should not connect the Kindle to charging while it is wet for safety reasons. Once the
Kindle is dry again you can use it as normal.
You can get more details regarding waterproof capability on https://www.amazon.co.uk/l/15838140031
----------------------------------
Regarding turning ON Whispersync :
To Turn ON/OFF Whispersync:
1. Access https://www.amazon.co.uk/mycd
3. Select the "Preferences " tab on webpage from top and scroll down to "Device Synchronization
(Whispersync Settings) " and you can update the settings here.
Whispersync is enabled by default on your account. Also you can turn Whispersync off if two people in
a family are reading the same book at the same time on devices registered under the same account.
-----------------------------------------------------------------------------------------
Regarding your concern with the font size, I would like to inform you that the screen of the new Kindle
Paperwhite comes with resolution 300 ppi that is 300 pixels per inch for greater clarity and visibility.
Sorry for some incorrect information by my colleague, I see that the font size on the Kindle can be
adjusted upto 14 points/ levels.
Yes you are correct that there are 72 points in one inch. But the point my colleague referred (12 points)
created the confusion. Here in this reference 14 points means 14 levels to adjust reading font size that is
14 adjustable font sizes to turn every book into large print..
You too can access the below link to check with all the technical specs of the Kindle and also all the
images of the features are available that will give you a better clarity on it.
https://www.amazon.co.uk/All-new-Kindle-Paperwhite-waterproof-storage/dp/B07747FR44
Ebook compatibility
Hello Andreas,
I am sorry to hear you're unable to access the Kindle content "The Boarding School Girls:
Developmental and Cultural Narratives" on your Kindle and also on your wife's Kindle.
On checking our records, I can see that this Kindle content "The Boarding School Girls:
Developmental and Cultural Narratives" is not available for Kindle E-reader's at the moment. The
publisher may have opted out of making it available on certain devices/apps or may not yet be
optimized for this publication.
As both of you have Kindle Paperwhite you're not able to access this book on your devices. But you
can able to access this book on your Kindle app devices.
Further, I see that the Kindle content "The Boarding School Girls: Developmental and Cultural
Narratives" is compatible for view only on the following devices/apps:
Kindle Fire HD
Kindle Fire
Kindle Fire HDX
Fire HDX 8.9 Tablet
Fire HD 7 Tablet
Fire HD 6 Tablet
Fire HD 10
Fire HD 8
Fire
Kindle for Android
Kindle for iPhone
Kindle for iPad
Kindle for Mac
Kindle for PC
You can check the "Available on these Devices" section on the product detail page of the following
link:
https://www.amazon.co.uk/dp/B0761Z3QG6 <https://www.amazon.co.uk/gp/f.html?
C=OG4RRSMVKVAC&K=3EBI1LSSBOOEP&M=urn:rtn:msg:201810132351062efb7c324f6b48d0b
2dae8c542f0p0eu&R=9SJB96ASGHXQ&T=C&U=https%3A%2F%2Fwww.amazon.co.uk%2Fdp
%2FB0761Z3QG6%3Fref_
%3Dpe_572741_40935641&H=RZJ6UHCEXX8TQLPDVUVYI332CUYA&ref_=pe_572741_409356
41>
In case, if you want to cancel this Kindle book purchase and to get full refund kindly reply back to this
mail with your confirmation.
Dash button
Hello,
I understand that you are seeing a message about the Dash and you are unable to remove it.
I'm sorry for the inconvenience this has caused to you. Please do not worry, we are here to help you.
I've checked your account and see that there are no Dash buttons registered to your account and hence
we are unable to look for the Dash button message you are seeing on your TV. Also I couldn't find any
fire tv device registered to your account.
In order to help you, we may need to have the details of your Fire tv or Dash button. As we have no
information of the devices, we require additional information about the device.
You can also provide the picture of the message you see on your TV so that upon looking the image we
will be able to gather little more information and assist you accordingly.
When we receive your reply, we'll be able to look into this further.
I am sorry in making you to write back to us, but this will help us in resolving this issue for you in an
efficient manner.
Resolution:
You are correct I don't or never have had a Dash devise ,until this happened I didn't even know what it
was ,the screen that I got was asking to accept some kind of upgrade,to try and get rid of it a pressed
the Accept but nothing happened the only way to get rid of it was to turn off the tv.
Ebook content missing
Hello,
I'm sorry to hear that the pages missing from the content "Tom's Table: My Favourite Everyday
Recipes" on your device. Sometimes deleting the title from your device and downloading it again will
resolve the problem.
Before you delete your title, turn Whispersync for Books on to save any notes you've made:
1. From the Home screen, select Menu and select Settings.

2. Tap Device Options, then tap Advanced Options.
3. If Whispersync for Books is “Not Enabled,” tap this option and select Enable.
Step 1: Delete the item from your device:
1. From the Home screen, tap My Library and then locate the item.
2. Press and hold the item, then tap Remove from Device.
Step 2: Restart your device:
1. From the Home screen, select Menu and then Settings.

2. Select Menu again and then select Restart.
When your Kindle restarts, go to Archived Items, Cloud, or All and download the title again.
---If the problem still persists, please write back to us so that we can issue full refund for the content:
https://www.amazon.co.uk/gp/help/contact-us?ie=UTF8&mode=email&#b
You can also reach us by chat or phone directly by clicking the below link:


1 click settings email
However, as you're aware, all the Kindle contents are purchased by using 1-click method. This 1-click
helps you download the contents immediately onto your device. 1-Click ordering allows us to process
your payment quickly and deliver your digital items instantly.
Further, you may wish to consider the following common scenarios for this purchase:
* Do you have a spouse, son or daughter who is authorised to use the Kindle? Have you asked them
about this order? If you want to make sure that only authorised users will have access to your Kindle,
you can add a password to your device. To learn more about adding a password to your Kindle, please
see this Help page:
www.amazon.co.uk/gp/help/customer/display.html?nodeId=200487820#kpassword
* Have you signed out of your account when you're done using our website? Kindle content can be
purchased only via 1-click ordering. To ensure that no one else can use 1-Click purchasing on your
account when shopping on your computer, you'll just need to sign out of your account when you're
done using it. Click the "Sign out" link above the Self Service Tools box in the right-hand column of
our Help pages at any time to exit your Amazon.co.uk account.
*********
In this situation, I would suggest you to change your account password as a part of security measure.
You can change it through the Your Account link in the top right corner of our pages or by clicking on
the following link:
http://www.amazon.co.uk/youraccount
Under "Settings", click on "Forgot your password?". On the next page enter your e-mail address in the
space provided and click "Continue".
We'll send you an e-mail titled "Amazon Password Assistance" containing a personalised link. Click on
the link, enter your new password twice (to confirm it) and click "Submit your password". Your new
password will be effective immediately.
You can view a short video tutorial on how to reset your password here:
http://www.amazon.co.uk/gp/help/customer/display.html/?nodeId=201168590
Ebook not purchased
Hello,
I'm extremely sorry to know that you are experiencing difficulties to get the purchased ebook "Lonely
Planet Guide to Western Australia’ on your iPhone. This is not what we want our customers to
experience.
To help you with it, I've thoroughly checked your account and unable to find the ebook "Lonely Planet
Guide to Western Australia’ purchased on your account :maureenatmbaird7@gmail.com you are
writing us from. This might be the reason you are unable to get the ebook to your device.
Also you can check with the purchase details directly by following below steps:

In this case, I would request you to write us back with the order ID and amount charged for the ebook
so that we can check with it and help you further with it.
Also, I would like to inform you that in order to comply with Apple policy, option to the purchase
complete book is not included within the Amazon kindle app.
choose "Read in browser" to read in Kindle Cloud Reader. Now open the Kindle reading application on
your iOS device and tap on "ALL" option and click on the purchased book so that it will be
downloaded to device and you can read it.
pages at:
--------------------------------------------------------------------------
Regarding your concern to change the name of the device on your account
You can change the name of your iPhone by visiting the Manage Your Content and Devices page at:

feedback email.html
Hello Adrian,
I'm extremely sorry to know that you are experiencing difficulties to access our services and also with
the prime services. This is really not what we want our customers to experience.
I would also like to thank you for bringing this to our attention. Customer feedback like yours really
helps us continue to improve and provide better service to our customers.
Also, I'll take this as feedback and forward it to our Amazon's development team as high priority for
consideration so that they can consider it to make necessary changes to the Prime services and also the
videos.
Regarding, the issue with the ITV hub app subscription, I see that the subscription was activated on 6
November 2018 as a free 7 days trial. As the application for free to install you were not charged for it .
In this case, I've cancelled the subscription for you. Rest assured you won't be charged for it.
Also Amazone Silk browser app installed from Amazon appstore is a zero charge app that is free to
install on your Fire TV stick. Amazon Silk is a web browser that is used to
Cast YouTube videos from the YouTube app on your phone

Easily control web videos and music with Alexa or your Fire TV remote
Watch videos from any website on the best screen in your home
Bookmark sites and save passwords to quickly access your favorite content
You can uninstall the application if not needed by performing below steps:
You can also uninstall apps from Your Apps & Games. Use your Fire TV remote to highlight the app
you want to remove, then press the Menu button to view more Options, including Uninstall.
I would like to inform you that the Amazon prime membership provides different benefits to our prime
customers, also you can watch prime Original Series exclusively on Prime Video and watch thousands
of popular movies and TV shows at no extra cost on any of your Amazon registered devices.
You can visit our Prime Video Store here:
https://www.amazon.co.uk/Prime-Video/b/?node=3280626031
The selection of titles included with Prime is always changing—movies and TV shows are added to
Prime Video, and occasionally titles are removed.
We're constantly working to improve our catalogue to make sure that Prime members have access to
the best selection of movies and TV shows possible.
Please feel free to let us know if there is something else we can address for you, Adrian.
App feedback email
Hello,
I'm sorry to know that you are experiencing issue with the "Patchworkz" purchased for £1.22. This is
As the application is not working, I've issued a complete refund of £1.22 to your original payment card.
Thank you for bringing the issue with the app to our notice.
I have summarized and forwarded your comments to our development team expressing your desire to
be able to use the application so that it can be looked into by our development team so that they can
work on it with the app developer and take necessary . Be assured Customer feedback are always taken
care care of at Amazon, as this is what our customers needs from us.
customers.
Ebook not purchased
Hello,
I'm extremely sorry to know that you are experiencing difficulties to get the purchased ebook "Lonely
Planet Guide to Western Australia’ on your iPhone. This is not what we want our customers to
experience.
To help you with it, I've thoroughly checked your account and unable to find the ebook "Lonely Planet
Guide to Western Australia’ purchased on your account :maureenatmbaird7@gmail.com you are
writing us from. This might be the reason you are unable to get the ebook to your device.
Also you can check with the purchase details directly by following below steps:

In this case, I would request you to write us back with the order ID and amount charged for the ebook
so that we can check with it and help you further with it.
Also, I would like to inform you that in order to comply with Apple policy, option to the purchase
complete book is not included within the Amazon kindle app.
choose "Read in browser" to read in Kindle Cloud Reader. Now open the Kindle reading application on
your iOS device and tap on "ALL" option and click on the purchased book so that it will be
downloaded to device and you can read it.
pages at:
--------------------------------------------------------------------------
Regarding your concern to change the name of the device on your account
You can change the name of your iPhone by visiting the Manage Your Content and Devices page at:

GSD order cancelled by system
Hello Patricia,
I'm sorry that you are experiencing issue with the order for "McAfee 2017 Total Protection 5 Device
[Online Code]". This is really not what we want our customers to experience.
To help you with it, I've checked your account with the order ID and found that the order was not
fulfilled to your account.
Also, I see that the order is cancelled by system due to some technical issues that's the reason you didn't
receive the code to download the software.
To help you with it complete amount of £19.98 is refunded to your original payment card. Refunds
next statement.
I request you to place a new order so that it can be completed and you'll be receiving new code to
download it.
dedicated games/software team so that they look into it and find the cause of issue so that it should not
be repeated in future.
customers.
you.

Kindle underline
Kindle highlight bookmark
Hello,
I will help you with the steps to manage your bookmarks, highlights and notes in a Kindle book or
personal document on your Fire tablet.
To Highlight a word or phrase:
When you select more than 5 words at a time, they will automatically be highlighted. Tap Undo in the
highlight window to remove the highlight. If you want to highlight across multiple pages, press and
drag to highlight the desired text to the bottom-right corner of the screen and the page will turn. The
highlight will automatically continue to the first period on the next page.
To View your highlights: Tap the top of the screen to show the reading toolbar, tap the Menu icon and
then tap Notes. Tap a highlight to go to that location.
Tip: You can also tap Go To in the reading toolbar and then tap the Notes tab.
To create a bookmark:
Tap the top-right corner of the screen while reading to show the Bookmark icon and then tap + in the
dialog box that appears. The Bookmark icon will turn black to show that the page you're viewing has
been bookmarked.
View your bookmarks: Tap the top-right corner of the screen to see your bookmarks for that title. You
can also tap the top of the screen to show the reading toolbar and then tap the Bookmarks icon. Tap a
bookmark in the list to see a preview of that location in the book. Tap the preview window to go to that
location in the book. Tap outside of the preview window to return to your reading.
Remove a bookmark: Tap the top-right corner of the screen to show your bookmarks, select a
bookmark from the list and then tap x to remove the bookmark.
To Add a note:
1. Press and hold a word or press and drag to highlight the desired text. Tap Add Note and then type
your desired text.
2. Tap Save to create your note.
View, Remove or Edit a note: Tap the top of the screen to show the reading toolbar, tap the Menu icon
and then tap Notes.
Tip: You can also tap Go To in the reading toolbar and then tap the Notes tab.
Tap a note to go to that location in the book. Tap Edit to modify or delete the note.
You can learn more about Bookmarks Highlights & Notes using the help page link below:
https://www.amazon.fr/gp/help/customer/display.html?nodeId=201733790
You can also learn more about accessing your Kindle paperwhite by using our Help page link below:
https://amzn.to/2AVekUg
If you do have any further concerns, please let us know by replying to this e-mail and we'll be happy to
help.
Thank you for your time and patience. We look forward to seeing you soon.
Email app issue
Hello Margaret,
I'm sorry to know that you are experiencing issues to access email on Kindle Fire HD (3rd Gen)
To help you with it, I've checked your account and see that the tablet is updated to latest OS. It seems
to be some glitch on tablet causing the issue.
As a remedy to the issue, I request you to perform below troubleshooting steps.
Before performing any troubleshooting please check with the below steps:
Confirm if you are able to log into their Email account on another device or computer. So that we can
confirm if the issue is with the email server or tablet.
Please open a web page on Silk (the browser) to confirm if the Wifi connectivity is working fine.
Below are the troubleshooting steps to be performed to resolve the issue:
Clear cache and data for email app:
4. Tap "email a" and select "Clear cache" and "Clear Data"
5. Restart tablet and check with the email app for its working.
I'm positive above steps would work for us and you will be able to use the email app fine.
In case you find any difficulty or issue still persist, I request you to write us back with confirmation so
that we can escalate the issue to our higher technical support team to check with the issue and help us
get the issue resolved at earliest.
Also you can contact us via chat or free phone so that we can work on issue together in real time and
help you further with it

as crystal!
Wishlist Kindle app
Hello Jake,
I understand that you would like to get the Wish List in Kindle app on android device.
I've checked my resources and sorry to inform you that you can only add the ebooks to your wishlist
from the Kindle app. However to view the ebooks added to the list you need to access your account
from browser.
To add the ebook to wishlist from Kindle app:
1. Open the Kindle app

2. Search for the ebook you wish to add to wishlist
3. Tap on the ebook and on details page of the ebook scroll below and you will see option "Add to list"
option to add the ebook to wish list
To view the wish list:
To view the ebooks added to wishlist you need to access below link and login with your Amazon
credentials.
https://www.amazon.co.uk/wishlist/
Also, I've taken your feedback and forwarded it to our development team so that this feature to be
added soon in the Amazon Kindle app. It will be looked into by our development team so that they can
work on it and release the feature at earliest. Be assured Customer feedback are always taken care care
of at Amazon, as this is what our customers needs from us and what our customers expect from us to
be a happy Amazon family member.
customers.
I hope that you will allow us some time so that this feature can be looked into by our development team
and seek your patience and support while we together work on it.
GSD redeem
Xbox redeem
Forza
Hello Kevin,
I've checked your previous correspondence with us and see that you are experiencing issues with the
code for "Forza Horizon 4 - Standard Edition | Xbox One/Win 10 PC - Download".
I'm extremely sorry for the trouble and inconvenience caused due to the code. This is really not what
we want our customers to experience.
In this case I've issued a complete refund of £49.99 to your original payment card.
Also, I see that the code for the order is delivered to your email ID. The code is : QQD9T-TD7XC-
FHD27-VTF79-H2Y6Z
dedicated games/software team so that they can get it touch with the Microsoft team (as the codes are
developed by Microsoft team and sold through Amazon )and look into it and find the cause of issue so
that it should not be repeated in future.
I request you to check with the below steps to redeem the code and see if it works.

3. Click the download button next to the code so that it will begin to install the application on PC and
while installation it asks for code enter the above code to redeem it.
2. Also you can access the Microsoft link to login (https://account.microsoft.com/account?lang=en-us)

and redeem the code
3. For Windows 10 device you can install it by opening the Store and selecting My library.
To redeem the code on the Xbox Website, please do the following:
Click on the 'Redeem now from Xbox.com' link found on the Thank You page, in Your Game and
Sign in with your Xbox account if prompted.
Confirm your redemption by clicking on the 'Confirm' button.
Note: If you experience any issues redeeming your product you can also visit: live.xbox.com/en-
GB/RedeemCode
To redeem the code on the Xbox Console, please do the following:
Sign in to your Xbox LIVE account.

Press the silver/green Xbox Guide Button on the controller.
Navigate to Games & Apps tab.
Select Redeem Code & enter code.
App purchase block
Hello Tony,

From your email, I understand that you would like to set a password or PIN to stop app purchases for
children and at same time want Alexa to work.
To help you with it, I've checked my resources and sorry to inform you that parental controls is the only
feature available to block the apps purchases for childrens.
However as an alternative you can create household profiles on tablet.
Household Profiles allows you to share your Fire tablet with one additional adult and up to four
children. Every member of the household gets their own personal preferences, content and apps.
For child profile automatically blocks access to the Amazon content stores, and disables location-based
services and social media features. Your lock screen password is required to access Fire for Kids
settings, or enable or disable wireless connectivity. A child-friendly web browser and password-
protected in-app purchases for some apps are available, however both are disabled by default.
For more details on the steps to create profiles and also step by step instruction you can follow below
two links. It will be easy for you to follow.
1. https://www.amazon.co.uk/gp/help/customer/display.html?nodeId=201829990
Also, I have summarized and forwarded your comments to our development team expressing your
interest to be able to block purchases for children without disabling Alexa function so that it can be
looked into by our development team so that they can work on it and get it available soon . Be assured
Customer feedback are always taken care of at Amazon, as this is what our customers needs from us.
customers.
Ebook gifting
Hello Melissa,
I understand that you would like to gift a ebook to other from your account.
I'm extremely sorry to inform you that as of now the option to gift ebook is not available.
While gifting Kindle content is not yet offered in the Amazon.co.uk Kindle store, we are working to make it available
in the near future.
As an alternative, you may want to consider purchasing an Amazon.co.uk Gift Card. Amazon.co.uk Gift Cards are
site specific and are only redeemable at the site of origin.
Your recipient will be able to apply the Amazon.co.uk Gift Card balance to their Amazon.co.uk account and make
purchases from the Kindle Store using the gift card funds. You can find more information about purchasing and
using Amazon.co.uk Gift Cards on our Help pages at:
Also, I have summarized and forwarded your comments to our development team expressing your interest to be
able to gift the ebooks so that it can be looked into by our development team so that they can work on it and get it
available soon . Be assured Customer feedback are always taken care care of at Amazon, as this is what our
customers needs from us.
with the best of our service so we can ensure that we fulfil of their needs,
App issue
Final Fantasy
Hello Steven,

I'm extremely sorry to know that you are experiencing login issue with the app "Final Fantasy XV by
". This is really not what we want our customers to experience.
I really appreciate your efforts to get the app to work by performing troubleshooting steps like uninstall
reinstall.
As the app is working perfectly fine when installed from Google play store and you are experiencing
issue when installed from the Amazon Appstore after update, it can be due to some technical glitch its
not working.
As a remedy to the issue, I request you to perform below troubleshooting steps so that any glitch will
be cleared and game will be working fine.
1. Uninstall the Final Fantasy app installed on phone.
2. Check if the Appstore app is up to date.
To check for app updates, launch the Amazon Appstore app, press Menu and then select "My Apps".
Tap the "App Updates" tab to see applications on your device that have updates.
--- Open the Settings menu for your device.

--- Tap "Applications".
--- Select the "Amazon appstore" app.
--- Select "Storage" and then "Clear Data" then tap "OK."
4. Restart the phone and then install the game from Amazon Appstore and check.
I'm positive it will be working fine.
In case, if the issue still persists, I request you to write us back with confirmation so that we can
escalate the issue to our higher technical support team with the results and troubleshooting steps details
we performed so that they can work on it and get the app work fine on your phone.
Prime cancel Fire TV STICK

Hello Gordon,
I'm sorry to know that you are being charged for Prime membership even after you cancelled it and is
getting activated again. This is really not what we want our customers to experience.
To cross check about the subscription activation, I've contacted our investigation team and they have
fraudulent activity on your account.
Might be accidentally someone from family activated the subscription.
Upon checking your account, I see that the subscription was activated from the Amazon Fire TV stick
(2nd Gen) registered on your account.
As you are unaware of the activation, refund is issued for the same to your original payment card.
Be assured as the subscription is now cancelled you won't be charged for it anytime later also the auto
renew is turned to OFF.
Further to avoid this in future, I request you to set parental controls on your device which will prevent
unauthorized or accidental activation by following the below steps.

Please be assured Amazon takes all security-related matters very seriously and your account security is
In case if the device is not with you or if you have given this device to your family or friends without
Deregister from your account, I suggest you to deregister from Manage Your Content and Devices :
Click the "Your Devices" tab to view all devices registered to your Amazon account. Click "Deregister"
under the device you want to remove from your account.
as crystal!
Unknown ebook charges
Hello,
I'm sorry to know that you are being charged for ebook "Ragdoll" in amount of £3.99
To help you with it, I've checked your Amazon account with the email ID: robert.mackay@yahoo.co.uk
and unable to find charges on account for the ebook and also unable to find the ebook purchased on
your account you are contacting us from.
Be assured, we are here to take care of your problem and we do take full responsibility for any troubles
In this case, to enable us to locate this charge, please reply to this e-mail and provide us with your
charge ID. The charge ID is a unique nine-digit alphanumeric number and can be found in the payment
descriptor on your debit or credit card statement. The payment descriptor is the text that appears on
your statement detailing the charge and may include information such as the company name, date and
location of the charge.
Also you can contact us via chat or phone with the below information in hand since we don't
recommend sharing below details via email due to account security concern.
Please do contact us so that we can at earliest find out the charges for you in real time and if needed
escalate the concern with the charges to our dedicated investigation team so that they can look deeply
and find out the charges on your account and get it refunded at earliest to your account.


I'm sorry to make you contact us back again, however be assured this is the only way to find out the
charge details and help you with it accordingly.


Video feedback email

subtitle issue
Hello Sarah,
I've checked your previous correspondence with us and extremely sorry for the inconvenience and
trouble caused due to the subtitles issue with the video "Sisterhood of the Travelling Pants".
Also, I see that different troubleshooting steps were performed, but as the issue still persists, it seems to
be issue with the subtitles in the video.
I surely want to help you with it and get it corrected for you at earliest and do not want you to be at loss
in any case.
So, I've issued a complete refund for the £3.49 to your original payment card. Refunds usually go
statement.
Also, I've forwarded your comments as a feedback to our dedicated Prime video team so that they can
check with the content owners for the issue and get it corrected at earliest. Be assured, customer
feedback are always taken care at Amazon as this is what our customers want from us to help us
improve customer experience.
I completely agree that the video is interesting and you would like to watch it at earliest without any
issues, be assured as we've forwarded the issue our team will get it rectified at earliest.
customers.
team.
apologies for this.
Playlist deleted
Hello Kathy,
I'm sorry to know that your playlists have vanished. This is really not what we want our customers to
experience.
To help you with it, I need little information from your end to help you with it in exact way.
Was the playlist you are referring to is created from the web or directly from music app?
What device you created playlist on (android/ios/web)?
Check if you created it using web using the below steps:

To create a playlist from Amazon Music for Web:
1. Go to https://music.amazon.co.uk.
2. Go to "My Playlists" in the Amazon Music menu.
3. Select the "+" or "+ Create New Playlist" option.
4. Enter a name for your playlist and select "Save".
As the playlist created in different ways works differently. we need to confirm the steps before getting
to any result.
Also you can access ( https://music.amazon.co.uk ) on web and check on the left panel for the playlist.
appropriately.
Also you can contact us via live medium like chat or free phone so that we can work together in real
time and verify few details and help you with it at earliest.

I'm sorry to make you contact us back again, however be assured this is the only way to help you with
it accordingly.
Music app issue
Hello,
I'm sorry to know that you are experiencing issues with the purchased music. This is really not what we
To help you with it, I've checked with both the music files It's All Over Now (Remastered 2002) and
Sympathy For The Devil on our test devices and see that both the music files are playing fine.
In this case, as a remedy to the issue I request you to perform below troubleshooting steps on Samsung
phone. Also, I've sent both the songs to your account from my end.
1. Clear cache music app:
Cache files are temporary files which are no longer needed created by android OS which can interfere
in proper working of application.
Select "Settings", then "Clear Cache".
2. Restart the phone.
Now check if the music plays fine . I'm positive it will be working fine.
In case if you still find any difficulty, I request you to write us back with confirmation so that we can
escalate the issue to our dedicated higher technical team so that they can check with the issue and help
us get the issue resolved at earliest.
Also, I request you to try with the Amazon music from web browser (https://music.amazon.co.uk) to
confirm if the issue is with Music account or Music app.
Also you can contact us via free phone or chat so that we can work together in real time and get it work
for you.


Music unlimited family plan
Hello Sherwin,
I'm sorry to know that you are experiencing issues to add family member to Music unlimited family subscription
active on your account. This is not what we want our customers to experience.
Also, I apologise for the wrong and incorrect solution shared with you by my colleague regarding the issue.This
does not mean your inconvenience and disappointment will go unnoticed. To ensure utmost attention, I've
escalated your contact to our manager so that the agents can be coached for it.
Yes, Amazon household and the Amazon music family plan are completely different and there is no connection
between them.
To help you with it, I've checked your account and see that all the settings on your account are fine.
I would like to inform you that to add a member to your family plan, both you and other member (Mycha) should
have a valid UK payment card, billing address, 1 click settings updated on account.
I found that the billing address and 1 click settings on the other account (mycha's account) are not updated , that's
the reason she is unable to use your subscription to play music on Echo.
In this case, I request you to please update the information by following below steps on account and then try to add
her to your Music subscription to get it to work.
1. You can also update the payment card and enable 1 click settings by accessing below link:
2. To update/add address:
____________________
3. Under Country/Region Settings add you current billing address
Once done, I request you to follow below steps to add members to your family plan
From the Amazon Music "Settings" (https://www.amazon.co.uk/musicsettings) page, click "Remove" next to
the family member's email address.
ADD A FAMILY MEMBER: To add a family member to the family plan:

1. During the Sign Up process, or within the Family Plan settings page if already a member: Click "Invite Family
Members".
2. Enter the full email address of the person you'd like to invite in the text box and click "Send Invitation".
Once the family member accepts, an email is sent to you confirming the membership if the invitee is in “Your
Addresses.” If the invitee is not listed in “Your Addresses”, a verification email is sent to you to confirm the email
address.
To verify: Either click "Yes, I know this person" to confirm or "No, I don’t know this person" if sent to the wrong email
address. If you select “No, I don’t know this person” or no action is taken within 7 days, this member will no longer
have access to Amazon Music Unlimited through your Family plan.
Please note, all invited family members must live in the same country.
Once an invitation is accepted, the secondary members on your Amazon Music Unlimited Family plan are able to
see the full name on your account and the payment method used to sign up for the membership. The secondary will
see the payment method as you see it, encrypted with last 4 digits visible. It isn't possible to share Amazon Music
Unlimited Family plan benefits without giving family members access to the credit and debit card used for the
subscription.
I'm positive above steps would work and you'll be able to get the get her added to your Music unlimited family plan
without any issues.
In case, if you still find any difficulty, you can also contact us via chat or free phone so that we can together work on
the issue in real time and get it resolved at same time for you.
Pre-order cancel
Hello,
I understand that you would like to cancel film "Patrick".
To help you with it, I've checked your account and see that the film was on pre-order.
On your request, I've cancelled the video.
Rest assured you won't be charged for it.
as crystal!
Appreciate your valuable time and patience. We hope to seeing you soon.
App refund
GSD refund
Hello,
I'm sorry to know that you didn't received the code for the order of FIFA points and understand that you
would like to cancel the order. This is really not what we want our customers to experience.
to confirm that your card has a valid number. The order shows pending verification while we wait for
authorisation. While the majority of communications take a short time to process, occasionally a
transaction may take longer to be authorised.
As requested, I've cancelled the order and issued a complete refund of £29.69 to your original payment
card.
It is our privilege to have you as our valued customer. You are certainly the type of customer that we
would like to retain.
Kaspersky
Hello,
I'm sorry to know that the application "Kaspersky Total Security 2019" is causing your Mac to slow
down. This is really not what we want our customers to experience.
In this case, I've issued a complete refund of £16.99 to your original payment card. Refunds usually go
statement.
Thank you for bringing the issue with the application to our notice.
I have summarised and forwarded your comments to our development team regarding the
inconvenience you had with the application so that it can be looked into by our development team by
getting in touch with the Kaspersky team( app developer ) and take necessary actions . Be assured
Customer feedback are always taken care of at Amazon, as this is what our customers needs from us.
customers.
Video limit / release license
Hello Matt,
I'm sorry to know that you are experiencing issues to download videos to your device and receiving the
error. This is really not what we want our customers to experience.
To help you with it, I've checked your account and as a remedy made necessary changes to your
account.
I request you to once sign out and sign in to the device on which you are trying to download the video
so that the changes we made on account will be updated to your device and will work for us.
Also you can delete the videos on your account from browser by following below steps:
1. Access link https://www.amazon.co.uk/gp/video/library

3. on the video you would like to delete , you'll see delete option click on it and confirm.
1. For iOS:

2. Select "My Account."
3. Select "Sign Out."
4. Select "Sign in" and login with your Amazon credentials and restart iPad and check if you are able to
watch videos.
In case, if it didn't work, please uninstall and re-install the application and check
2. For Fire TV stick :

3. Select de-register and then again select on register and re-register the device with Amazon account.
3. For tablet:
2. Tap My Account.
3. Tap De-Register.
4. Restart tablet and register it again with Amazon credentials.
I'm positive above steps would work and you will be able to download and watch videos fine without
any issues.
In unlikely event, if the issue still persists, you can also contact us via free phone or chat so that we can
Music cozy
Hello Tracy,
I'm extremely sorry to know that you didn't receive the song "Cozy Little Christmas (Amazon
Original)" purchased for £0.99 twice.
To help you with it, I've checked your account and see that the purchase was successfully completed,
however due to some technical glitch was unable to get it fulfilled to your device.
To make it right, I've issued a complete refund of £1.98 (£0.99 x 2) to your original payment card.
I request you to once again place the order so that it will be successfully completed and will be
available to listen.
Also regarding the offer you get for Music unlimited subscription. Actually there is offer going on with
Music unlimited subscription for new subscribers. You will get Music unlimited subscription for £0.99
for 3 months and the song is free to listen using the subscription . That means two plus things both the
subscription and song at cost of £0.99. Its a promotional offer for our new Music unlimited users.
Else if you wish you can also just purchase the song for £0.99.
as crystal!
Maska
Hello Jenni,
I've checked all your previous correspondence with us on email and I'm extremely sorry for all the
inconvenience and trouble experienced with Amazon. Believe me, this is really not what we want our
attention, I've escalated your contact to our manager so that the agents can be coached for it for taking
action on your account without your permission and making changes.
I've thoroughly checked your account and see that both the Prime and Music unlimited subscription is
currently running fine on your account.
As the subscription was cancelled by the agent and resubscribed a new amount of GBP 7.99 was
deducted from your account.
To get it right, I've issued a complete refund of GBP 7.99 to your original payment card. Refunds
next statement.
needs and you being a part of Amazon family member.
I appreciate all your support with us so long and hope you will be with us further.
Once again, I personally apologize for all the troubles you experienced and hope you will treat this as
one time exception and give us another change to help you with our services.
as crystal!
care of.
Thank you for being Amazon's valuable family member.
Grand Tour season 3
Hello Christopher,
Thank you for your interest in Grand Tour Season 3.
I've checked my resources and see that as of now official air date for Grand Tour Season 3 on Amazon
is not available.
I would have surely helped you with exact day and date if any official announcement would have done
by now.
As we don't have any update on the information, any guess or speculation on the Grand Tour
availability in prime will be incorrect or false information for you. Hope you understand.
Also, I have summarized and forwarded your comments expressing your desire to be able to stream the
Grand Tour using Prime to our Amazon Video Business Team so that they will also consider your
comments and try to have better agreements with them and get them available pretty soon.
As the previous seasons were also released in November end or starting December you can probably
assume that by late November/early December 2018 we can have video for you.
Please feel free to let us know if there is something else we can address for you, Christopher.
Echo music issue
Hello,
I'm sorry to know that you are experiencing issues to play music on Echo Dot device registered on your
account.
To help you with it, I've checked your account and see that Music unlimited is running fine on your
account and you are subscribed to it.
On further checking your account, I see that there are 3 Echo Dot devices registered on your account.
I'm unable to determine exactly which device among those you are getting issue.
1. Liam's Dot
Echo Dot (3rd generation)
DSN-G090U50784422HGU
2. Bedroom
DSN-G090U50784422FR3
3. Living Room Dot

DSN-G090U50784370BX4
As a remedy to the issue, i request you to perform below troubelshooting steps on the Echo you are
experiencing issue with.
1. De-register and register: It will clear any account linking issues between device and account and will
resolve the issue.
You can use the Alexa app to deregister your device:
1. Select the "Devices" icon.
3. Scroll down and select "Deregister."
4. Now register the Echo again and check if you are able to play the music.
here, select the device you want to deregister, and then select "Deregister."
2. Factory reset : To reset your Echo device, press and hold the Action button for 25 seconds. Once
done setup the device and check for its working.
Also, I see that all the above devices are under warranty, in case if after above steps you experience the
same issue we can get the faulty Echo replaced free of charge for you and ship you a replacement
device to your address with express delivery.


Video sound issue
fear of the walking dead
Hello,
I'm sorry to know that you are experiencing sound issue with the video "fear of the walking dead " .
To help you with it, I've replicated the issue on our test devices and found that the sound is working
fine with the video. Also, I've checked your account and see that all settings are fine.
It seems to be some technical glitch causing the issue.
As a remedy, I request you to perform below troubleshooting steps and check with the video.
1. Check if software updates are available for the phone.
2. Remove and download the video again and check.
3. Restart the phone and re-install the prime video application so that latest version of the application
will be installed on phone and login with your Amazon credentials and check.
I'm positive it will be working fine without any issues.
Also, I request you to access the video from any alternate device or browser if possible so that we can
confirm if the issue is with the android phone app.
In case if the issue still persists, please do write us back with the results so that we can escalate the
issue to our higher technical support team and get the issue resolved at earliest for you. Also it will be
helpful if you could let us know if you are experiencing issue in which season and episode of the video.
apologies for this.
appropriately
Also you can contact us via live medium like chat or free phone so that we can work together in real
time and verify few details and help you with it at earliest.

MUSIC ECHO
Hello Steve,
I understand that you are experiencing difficulties to play Amazon Prime Music on Echo Dot.
To help you with it, I've checked your account and see that Prime subscription and Music unlimited
subscription is active on your account.
Further, I'd like to inform you that Amazon Music Unlimited and Prime Music share similar features,
but are two separate services.
To assess only the Prime music on Echo:
To play Prime Music on your Alexa device, say:
- "Play song [TITLE] from Prime Music."
- "Play some Prime Music."
- "Play a Prime Playlist."

- "Play a Prime Station."
If you know the name of the song, album, playlist, or station in the catalog, you can ask Alexa to play
that specific title from Prime Music.
When you want to add Prime Music to your library, say: "Add the song/album/playlist (title) to my
library."
To learn more about Prime Music, go to:
https://www.amazon.co.uk/help/primemusic
To play from Music unlimited catalog :
To listen to music, you can ask Alexa to play a specific song or a supported music service.
- "Play [playlist name]."
If you're listening to music on your Amazon Echo device, you can also use your voice to search for
music. Just say what you're looking for, and Alexa will find and play relevant results from the Amazon
Music Unlimited catalogue.
For more information, check out:
https://www.amazon.co.uk/help/musicunlimited/play
Below link shares the commands you can give to Alexa to play music.
as crystal!

Kindle purchase email
Hello Jan,
This is Mishqa from Amazon.Thank you for taking the time to contact us today. It was a pleasure
speaking with you.
Kindle is a convenient, portable reading device with the ability to wirelessly download books,
newspapers, magazines, and blogs. Books download in less than 60 seconds.
Designed to provide an exceptional reading experience, Kindle utilises a revolutionary new display
technology called electronic paper. Reading Kindle's screen is as sharp and natural as reading ink on
paper--and nothing like the strain and glare of a computer screen.
We wanted Kindle to be portable and simple to use for everyone, so we made it wireless. No PC and no
syncing needed.
Kindle Voyage, Kindle Paperwhite and Kindle are available with Wi-Fi only while Kindle Voyage 3G,
Kindle Paperwhite 3G, Kindle Touch and Kindle Keyboard are available with Free 3G and Wi-Fi. To
learn more, please visit the Kindle product detail pages:
Kindle Voyage: http://www.amazon.co.uk/kindlevoyage

Kindle Paperwhite: www.amazon.co.uk/kindlepaperwhite
Kindle: www.amazon.co.uk/kindle
Free 3G wireless is convenient if you are frequently on the move. If you use Kindle on your commute,
at home, while you're travelling, you will be able to download content anywhere you have a wireless
connection. Even when you travel overseas, your newspaper subscriptions follow you around. If you
plan to read on your Kindle primarily at home or in the office and have a Wi-Fi connection, or if you
can wait to download content until you are in range of a Wi-Fi network, Kindle Voyage, Kindle
Paperwhite, Kindle Touch or Kindle are great options for you.
Please visit www.amazon.co.uk/kindlestore to learn which Kindle is right for you.
Additional information, including answers to frequently asked questions, how to use Kindle, and the
Kindle User's Guide can be accessed from our Kindle Support pages here:
www.amazon.co.uk/kindlesupport
Thanks for your interest in Kindle.
Promotional certificate
Hello,
I've checked your previous correspondence with us and understand that my colleague wanted to
confirm if the refund should be added as a promotional certificate to your Amazon account.
fulfilled by Amazon. Promotional credit can't be used to purchase Amazon.co.uk Gift Cards, items sold
by third party Sellers including Warehouse Deals, products sold and distributed by Audible, against
Kindle books, delivery costs, or against gift wrapping costs.
later date.
prevent you from facing any kind of inconvenience or bearing any kind of loss.
Block shopping details
Block shop app
Hello Matthew,
I'm sorry for the inconvenience caused due to notifications of orders show on tablet.
I would like to inform you that you can hide the notifications for the purchases made using the below
steps on tablet
4. Tap "Shop Amazon" and uncheck the "Show notifications" so that all the notifications will be
blocked.
Also you can set the password for Amazon store using below steps:
4. Now under parental controls and tap block/unblock to "Amazon Stores(excluding videos)" so that
Amazon shop app will be hidden for children.
You can hide orders that you’re no longer interested in referencing, hide items from immediate view, or
keep gifts secret if you share an account with your children or with somebody else.
To hide an order:
1. Go to Your Orders (https://www.amazon.co.uk/yourorders) and locate the applicable order.

2. Select Hide order.
However as an alternative you can create household profiles on tablet.
Household Profiles allows you to share your Fire tablet with one additional adult and up to four
children. Every member of the household gets their own personal preferences, content and apps.
For child profile automatically blocks access to the Amazon content stores, and disables location-based
services and social media features. Your lock screen password is required to access Fire for Kids
settings, or enable or disable wireless connectivity. A child-friendly web browser and password-
protected in-app purchases for some apps are available, however both are disabled by default.
For more details on the steps to create profiles and also step by step instruction you can follow below
two links. It will be easy for you to follow.
as crystal!
Music missing
Hello Richard,

I'm sorry to know that you are experiencing issues with Amazon Music. This is really not what we want
our customers to experience.
To help you with it, I've checked your account and see that all the settings on your account are fine and
also there are many songs on your account.
1. Clear cache:
We need to perform clear cache and data steps for Music app . Cache files are the temporary files that
are created by the OS of the device when using the application and are left behind and no more useful
for the device interfering in proper functioning of music application

4. Select "Storage" and then "Clear Cache" then tap "OK."
Now open Amazon Music application on your phone. Then manually refresh the music library in the
Amazon Music app.
In case if you still experience same issue, please uninstall and reinstall the application on phone and
open the application, login with your Amazon credentials and check with result.
You can launch the Amazon Music for Web from the Amazon Digital Music Store or by going directly
to:
can escalate the issue to our higher technical support team to help us with it at earliest.
Amazon Music specialists are available seven days a week via the following link:
satisfaction.
Roku
Hello,
I'm sorry to know that you are experiencing issues with the prime videos on Roku device.
To help you with it, I've checked your account and see that all settings are fine on your account.
It seems to be technical glitch causing the issue. I request you to perform below troubleshooting steps
on Roku device and check.
1. Network connection:
1. Turn off your router and modem, and then wait 30 seconds.
2. Turn on your modem, and then wait for it to restart.
3. After you restart your modem, turn on your router, and then wait for it to restart.
1. From the Roku home screen, select "Settings".

2. Select "Network".
3. Select "Wireless" or "Wired".
4. Select "Update Connection" and then follow the on-screen instructions.
5. If your Roku shows that it's connected, try accessing the Prime Video channel again.
2. Update Roku software:
1. From the Roku menu “Select Settings”.

2. Scroll though the settings menu and select “Player info”.
3. Select “Check for update”.
4. Select “OK” to upgrade the Roku software version. After the update is installed the Roku player will
restart.
Now check with the video if it is playing fine. In case if the issue still persists please deregister and
register the Roku and check once.
To deregister the Prime Video app on your Roku:
1. Open "Help" from the Prime Video Home screen. You can find the "Help" button for your device
in the navigation key at the bottom of the screen.
2. Select "Unregister your device".
3. Select the "Deregister Your Device" option and then select "OK".
Once your device has been deregistered, you'll see a confirmation message onscreen and will then be
taken back to the Prime Video Home. From there, you can select "Register Your Device" if you need to
start the registration process again.
I'm positive above steps will work and you will be able to get the video play fine on device.
In unlikely event if the issue still continues, please do write us back with confirmation so that we can
escalate the issue to our higher technical support team to help us get it work fine.

as crystal!
Kindle app Mac
Hello Michel,
I'm sorry to know that you are experiencing issues with the Amazon Kindle reading app for Mac.
To help you with it, I've checked my resources and see that Kindle for Mac is compatible with Mac OS
10.9.5 or higher, but isn't compatible with Power PCs.
To resolve this issue, uninstall Kindle for Mac from your device:
1. Launch Kindle for Mac by double-clicking on its icon.

2. Click on "Kindle" in the upper left-hand corner of your screen.
3. Click on "Preferences" in the drop-down menu, then "General".
4. Click the "Deregister" button and select "Remove all licensed content from this device".
5. Go to Applications in Finder and move the Kindle for Mac icon to the trash.
Next, you'll need to delete all local storage from the app:
1. Open Finder and select your user name under Places on the left.
2. Click the following folders: Library > Application Support > Kindle. (If you have an older software
version of Kindle for Mac installed, you'll need to click on the Amazon folder after opening the
Application Support folder; then, click on the Kindle folder.)
3. Select the storage folder and press Command + Delete.
To reinstall Kindle for Mac, visit the download page for the app (www.amazon.co.uk/kindleformac).
Also you can access below link to check with the steps to download the application and get it to work
In case if you still experience the issue, I request you to write us back with conformation so that we can
escalate the issue to our higher technical support team to dive deep into the issue and help us get it
work at earliest.
satisfaction.
4k video
Hello,
I'm extremely sorry to know that you are experiencing issues to play 4K videos on your LG TV. This is
I really appreciate your efforts to isolate the issue by performing troubleshooting steps like uninstall
and log out and login.
To help you with it, I've checked your account and see that all the settings are perfectly fine. It seems to
be some technical glitch some connectivity issue causing the issue.
In this case, to find the cause of issue, I request you to perform below troubleshooting steps so that we
can resolve the issue.
1. Settings
Visit the left menu in your TV > The 4k option will appear in yellow
* Along the top, there will be menu.

* One of these will be TV.
* Check whether there are any options for 4k Ultra HD shows. If available, please select.
2. Network:
You need a high-speed Internet connection of at least 15 Mbps to watch videos in UHD.
Fluctuations in your connection speed can cause buffering or changes in video quality while you're
streaming a video. Restarting your device, modem, and/or router often helps with issues like this.
If you don't currently have enough bandwidth for 4K Ultra HD streaming, the Prime Video player
automatically adjusts to deliver the best video quality your Internet connection can support.
3. To update your device software:
Device manufacturers regularly release firmware updates you can download to your device over an
active Internet connection. Some updates are required, and some are optional—you'll typically see an
onscreen notification when a new update is available or needed for your device.
Most devices also feature a manual workflow for firmware updates in the "Settings" menu. The user
manual for your device generally includes information about accessing and managing firmware
settings.
1. Press the "Settings" button on your remote

2. Go to "Support > Software Update > Check update version"
3. When the latest version is found, select "Update"
4. Your TV will restart once the update is complete
Once done access below link to check with the video titles that are available in 4K and check if you are
able to play them fine on TV
Movies and TV shows offered in Ultra HD feature a "UHD" or "Ultra HD" label and purchase options
in the video details. To browse 4K UHD titles only available to rent or buy, go to
www.amazon.co.uk/video/uhd.
Prime Video continues to grow its selection of movies and TV shows in 4K Ultra HD, but not all videos
are currently available in this format. We're constantly working to establish and improve our
agreements with content owners so we can offer more titles in 4K Ultra HD.
In case if you still find the same issue, please do write us back with confirmation so that we can
escalate the details you shared with us and the troubleshooting we performed to our higher technical
support team , so that they can dive deep and find cause of issue and help us get it work at earliest
without any delay.
Kindle first read
Hello,
I've checked your previous correspondence with us and understand that you would like to cancel the
free ebook "Rapid Falls" and get the free ebook "the thing about clare".
To help you with it, I've checked your account and update the free ebook limit on your account so that
you can go ahead and get the ebook "the thing about clare" without any delay.
I request you to access below link and get the ebook "The thing about clare"
https://www.amazon.co.uk/firstreads
Paperwhite USB cable
Hello Robert,
From your email "I can't get usb in my new Paperwhite" I understand that you are experiencing issues
to plug in the USB wire in Kindle Paperwhite to charge it. This is really not what we want our
To help you with it, I've added a promotional credit of £9.99 to your Amazon account so that you can
use it to purchase a new compatible cable for the Kindle.
Please access below link to purchase the correct USB cable:
https://www.amazon.co.uk/dp/B006GWO5NE
Also please do write us back with confirmation once the order is placed so that we can also refund you
the delivery charges without any delay.
utmost attention, I've forwarded your comments as feedback to the relevant development team.
services.
I personally appreciate your patience and support in this regard. We look forward to seeing you again
soon.
Music unlimited 3 month

Music 3 month promotion
Hello Alistair,
I'm sorry to know that you are experiencing issues to get the 3 month Music unlimited on your account.
To help you with it, I've checked your account and can see that the promo code for the 3 month free
music unlimited offer "AFK46U3BLKLJQ " has been successfully applied on your account.
This offer gives you a discount of £19.98 towards an Amazon Music Unlimited Individual Monthly
subscription. After your 30-day free trial, it will apply towards your subscription discounting £9.99 in
months 2 and 3 respectively after the first month of free trial. As you are a Prime member, the
subscription costs £7.99, so the remaining credit (£4) will be used during month 4.
I'd like to assure you that the UK Amazon Music Unlimited promotion is applied and active on your
account, and when the 30 day free trial period ends i.e on Tuesday, 31 December, the 3 months promo
will be automatically initiated.
as crystal!
Hello Kimberley,
I understand you would like to get details on Music unlimited subscription on your account.
To help you with it, I've checked your account and can see that the promo code for the 3 month free music unlimited
has been successfully applied on your account.
I see that the subscription was activated on 25 November 2018 and free trial will end on 25 February 2018. Later
you will be charged £3.99/month
I would like to inform you that the Music unlimited Echo plan is a single device plan, that is it is bind to the single
device on which it is activated and you can't use the subscription to play music on other Echo device. I see that the
subscription is bound to your Echo device with serial number G090P3088373024G
Also during the free trial you can use it on any of the compatible devices registered on your account.
Also if you wish you can access below link to access the subscription details and you can update/manage the
subscription:
Kindle charging issue.
Hello,
I am sorry that your Kindle Fire is not charging.
We would like to make sure it is actually faulty. Some basic troubleshoot would be required in order to
determine issue of your device.
In this case, If you have another device that fits your charger, such as a tablet or cell phone, try
charging the other device to make sure the charger is working.
Also, I suggest you to restart your device. Restarting your Fire tablet may resolve any issues you're
experiencing with it.
**********
If the charger doesn't work, we'll help you to replace the charger or else the issue persist with the
Kindle Fire itself we can create a replacement based on the warranty of your Kindle Fire by providing
the necessary information to return your Kindle Fire.
Please note that replacement for Kindle Fire can only be done over the phone or chat as we need to
verify your delivery address and payment card for the replacement order.
To contact us via phone: https://www.amazon.co.uk/clicktocall-kindlesupport
To contact us via chat: https://www.amazon.co.uk/clicktochat-kindlesupport
We are delighted to have you as our customer and we are always here to assist you!


Unbind Echo
Hello,
I understand that you would like to change device that is bind to Music unlimited single device
To help you with it, I've checked your account and see that Music unlimited single device plan is
active.
I would like to inform you that the Music unlimited Echo plan is a single device plan, that is it is bind
to the single device on which it is activated and you can't use the subscription to play music on other
G090LF1180430DLH.
On further checking your account, I see that one other Echo device is registered on your account.
Mr's 2nd Echo Dot

DSN-G090VC0783953KHF
To help you with it, as an exception I've registered your other Echo with serial number
"G090VC0783953KHF" to your music subscription so that you'll be able to listen to music on this
device.
I request you to once restart the Echo device so that the changes made to your account will be reflected
on devices and will be working fine with music.
I see that you are with us since 2006 . I personally thank you for being Amazon family member so long
and supporting us always.
Hope this helps! It is our privilege to have you as our valued customer. You are certainly the type of

Music error 12:1:107:22:1
Music Hello,
I'm sorry to know that you are unable to register your new Echo device.
I request you to reply to this email with the Device Serial Number of your Echo device. So that we can
investigate the cause of the error and assist you accordingly. You can find the Device Serial Number on
the device box.
I'd like to inform you that this error (12:1:107:22:1) mostly occurs because:
- It's still registered to the previous owner

-Device is reported as lost or stolen by Amazon
-Device is defective
-Sometime this error happen during device setup due to unsupported witless network
You can also reach us via chat or call so that we can have two-way communication with you and we
can assist you efficiently.
You can reach Amazon Device Customer Support by visiting the link:
https://www.amazon.fr/gp/help/customer/contact-us
Tablet storage
Hello Janet,
I'm sorry to know that you are receiving storage error message and issues with the tablet Kindle Fire
HD (3rd Gen) registered on your account.
From the details you shared with me, it can be a software issue with the tablet or else also can be there
is data stored in internal storage of tablet.
To find the cause of issue, I request you to once follow below steps and check with results.
1. Press and hold the power button for 40 seconds to reboot the device.
2. Go to Settings and select Manage Applications

Clear the data and cache for the following processes:
Amazon Music
Audible
DOCS
Prime Video.
For books and Newsstand clear only the cache and DO NOT clear the data(will cause DRM errors if
done so) by going to Amazon Kindle.
3. If still no change, see how much storage is available on the device by going to Settings >Storage>>
there check under internal storage how much free space it shows. Tap on it to see which applications
and data is taking the space.
If everything is fine and still the issue is same, I request you to contact us via live medium chat or free
phone so that we can work together in real time to avoid any misunderstanding in performing advance
troubleshooting steps like factory reset by pressing combinations of keys on the Kindle in sequence.
Factory reset will clear all the software glitch on the Kindle and will reset the Kindle to as it was
brought out of box. Also all your Amazon purchases will be stored on cloud so that we can restore it
back to Kindle after reset. Also can help you with the replacement options if needed.
I hope you can contact us soon so we can help solve this problem quickly. We are always here to help
Delete songs android
Hello,
I've checked your previous correspondence with us and understand that you are still able to see the
music file deleted in music app and would like to delete it and my colleague asked to clear the cache
for the app.
I request you to perform below steps to clear the cache for the music app on your phone
1. Open the Settings menu on your phone.
2. Tap on the Apps entity.
3. Now, tap on the Amazon music App
4.Tap on the Storage option.
5.Now, tap on the Clear Cache and perform this action.
To delete songs from the Amazon Music app your Music Library, open Amazon Music from a web
browser (https://music.amazon.co.uk), select the check boxes next to each item you want to delete, and
click "Delete".
Now perform below steps to update your library.

I'm positive above steps would work and the music will be available to access in library and deleted
songs will be removed
In case you find any difficulty please do write us back with confirmation so that we can help you
further with it.
care of.
Single device plan change device
Hello,
I understand that you would like to change device that is bind to Music unlimited single device
To help you with it, I've checked your account and see that Music unlimited single device plan is
active.
I would like to inform you that the Music unlimited Echo plan is a single device plan, that is it is bind
to the single device on which it is activated and you can't use the subscription to play music on other
G090LF1180430DLH.
On further checking your account, I see that one other Echo device is registered on your account.
Mr's 2nd Echo Dot

DSN-G090VC0783953KHF
To help you with it, as an exception I've registered your other Echo with serial number
"G090VC0783953KHF" to your music subscription so that you'll be able to listen to music on this
device.
I request you to once restart the Echo device so that the changes made to your account will be reflected
on devices and will be working fine with music.
I see that you are with us since 2006 . I personally thank you for being Amazon family member so long
and supporting us always.
Hope this helps! It is our privilege to have you as our valued customer. You are certainly the type of

Season not available.
Video avail no
Hello,
I'm extremely sorry to know that you are unable to watch outlander season 4 untill Monday.
To help you with it, I've checked your account and see that the you purchased the Season 4 and also
now it is cancelled and refunded to your original payment card.
I see that you are a Prime member and would like to inform you that you can watch the season free of
charge and no need to purchase the Season 4.
I'm sorry for the delay; seasons and videos are usually available the day after the episode is aired by the
network. I've checked my resources and see that the Outlander Season 4 will be aired by the network
on 25th November and so will be available on Amazon on 26th November.
I have summarized and forwarded your comments to our Amazon Prime video team expressing your
desire to be able to watch the season so that it can be looked into by our team and they will take all
necessary actions to get it at earliest for you. Be assured Customer feedback are always taken care care
of at Amazon, as this is what our customers needs from us.
customers.
Prime benefits
Hello Carolyn,
I'm sorry to know that you are unable to access free Prime music on your account. This is really not
what we want our customers to exprience.
To help you with it, I've checked your account with email ID: carolynhucknall@hotmail.co.uk you
contacted us from and see that there is one "Vodafone UK Prime 24 Month Video Plan" active on your
account.
As it is a Prime instant video plan, Prime music is not included in it.
Prime Music is available to members in a Prime free trial, or fully paid membership. To be able to
access Prime music you need to activate Prime subscription on your account that charge GBP
7.99/month or GBP 79/year
You can access below link to check with the benefits of prime and activate it
Benefits of Prime membership are as below:
Delivery Benefits (including Two-Day Delivery to ROI)

Prime Reading
Kindle Owners' Lending Library
Prime Video
Prime Music
Prime Photos
Twitch Prime
Prime Early Access
AmazonFresh
Amazon Pantry
More information on Amazon Prime is also available on our Help pages:
Once you activate Prime subscription on your account, you can search and browse Prime Music songs,
albums, and playlists in the Amazon Digital Music Store (https://www.amazon.co.uk/primemusic) and
search in your music library on select devices.
Prime-eligible music appears throughout the Digital Music Store with standard Prime badging.
You can access prime music on compatible devices like :

Echo devices
Amazon Music for Web (https://music.amazon.co.uk)
PC & Mac computers
iOS devices (with iOS 9.0 and above)
Android smartphones and tablets (v.4.4 and above)
Fire tablets
Amazon Fire TV
Fire TV Stick and others
Also you can access below link to check with the details and steps on how to access the prime music on
above devices. The link also shows detailed instructions and a video that will be easy for you to follow.
as crystal!
Prime video details

Prime music details
Hello Chris,
I understand that you would like to get information on the number of devices that can be used with
Amazon Prime.
I've checked your account and see that the Prime Membership is active on your account.
Prime Video:
I would like to inform you that you can instantly stream Prime Video from your computer's web
browser or from the Prime Video app on your compatible connected devices—including Amazon Fire
TV, Fire tablets, iOS and Android mobile devices, TVs, Blu-ray players, set-top-boxes, and game
consoles. For more information about ways to watch, go to: https://www.amazon.co.uk/watchanywhere
You can download eligible Prime titles on up to two compatible devices (including compatible Fire
tablets, Fire phone, Android phones and tablets, and iOS devices
A notification typically displays onscreen if you've downloaded a title on too many devices, or if you've
downloaded the maximum amount of 15 Prime video titles across all the devices on your account.
Prime Originals do not count towards this limit, and can be downloaded to compatible devices as many
times as you wish.
You can stream up to three different Prime titles from your account at one time. For more information
about Prime Video Usage Rules, go to:
https://www.amazon.co.uk/help/video/usage
-------------------------------------------------------------------------------------
Prime Music :
As required by our music providers, Prime Music is available for streaming on only one device at a
time, for each Amazon account.
If you try to play Prime Music on a second device, you're prompted to start streaming on that device
(and stop streaming on the first one), or leave things as they are.
Prime Music (including Prime Playlists) is available for download to only four devices at a time, for
each Amazon account.
as crystal!
Contact us email
Hello,
I've checked your previous correspondence with us and understand that you are experiencing issue with
the search feature in Amazon Music application.
I'm extremely sorry for the inconvenience caused and believe me this is really not what we want our
As the previous troubleshooting steps to clear cache and uninstall and reinstall application didn't
worked for us it seems to be some technical glitch causing the issue.
In this case, as you mentioned previously that you are receiving error message, I request you to please
do write us back with exact error message you receive, android version on the device you are using the
application so that we can escalate the issue to our higher technical support team to get the issue
resolved for us at earliest without any delay and get it to work. Also please do mention if you are
experiencing issue now or from the time you started using the application so that we can get a better
details on issue.
appropriately over phone.
Also you can contact us via free phone to have a two way communication with you so that we can work
on issue in real time and help you with it without any further delay.
Music device authorize
Hello Diane,
I'm sorry to know that you are experiencing issues to authorise the device to Music unlimited subscription on your
account.
To help you with it, I've checked your account and the device details and made necessary changes to your account.
I request you to perform below steps on device and try once to authorise the device to get it to work with Music
unlimited.
1. Restart the device.
2. Uninstall and reinstall the Music application:
Uninstall and reinstall the application so that any glitches with the application will also be cleared and can start from
fresh installation so that the changes we made on account will be reflected.
3. Open Amazon Music application on your phone and Sign in with your Amazon account credentials.
I'm positive you will be able to get the device authorised and registered to your Amazon account and will be able to
play music without any issues.
In case if you experience same issue, please do write us back with confirmation so that we can escalate the issue
to our higher technical support team so that they can look into the issue and help us get the device authorised
without any further delay.
Also you can contact us via chat or phone so that we can work on the issue in real time and help you with it.

Tablet child profile
Kids profile
Hello,
I'm extremely sorry to know that you are experiencing issues to get in child profile on tablet Fire 7 (7th Gen) Kids
Edition registered on your account. This is really not what we want our customers to experience.
As a remedy to the issue, I request you to perform below troubleshooting steps and check
1. Hard restart tablet:
Restarting can solve any glitch and other intermittent problems you're experiencing with your device.
To restart your device, press and hold the Power button for 40 seconds. If the device restarts before 40 seconds
have passed, release the Power button.If the device doesn’t restart, release the Power button, and then press the
2. Check if the tablet is connected to Wifi and then sync the tablet :
2. Tap Sync Device.
Now check if it works fine. Also you can delete the child profile and re create a new child profile so that any glitch
with the profile will be cleared and will be working fine.
Also, I've checked with the device details and see that the tablet is still under warranty and can get it replaced free
of charge for you with express shipping ,
In case if the issue still persists, to get the device replaced,we need to confirm more details(present shipping
address, device details), which we don't recommend sharing via email due to customer account security concern.
In this regard, I request you to contact us via free phone or chat so that we can help you with the replacement
procedure and get it replaced at earliest for you with express delivery.

I can understand that as the tablet is in daily use it is causing you much inconvenience and I really don't want to
service.
adapter) with you.
Kids profile email
Hello,
I'm extremely sorry to know that you are experiencing issues to get in child profile on tablet Fire 7 (7th
Gen) Kids Edition registered on your account. This is really not what we want our customers to
experience.
and then press the Power button again to turn on the device.
2. Tap Sync Device.
Now check if it works fine. Also you can delete the child profile and re create a new child profile so
that any glitch with the profile will be cleared and will be working fine.
Also, I've checked with the device details and see that the tablet is still under warranty and can get it
replaced free of charge for you with express shipping ,
In case if the issue still persists, to get the device replaced,we need to confirm more details(present
shipping address, device details), which we don't recommend sharing via email due to customer

Kids video email
Hello Louise,
I've checked your previous correspondence with us and sorry for the inconvenience caused due to the
issue with the age restrictions on the videos like Xmen and Gi Joe. This is really not what we want our
To help you with it, I've replicated the issue on our test devices and experience same issue. As these are
cartoons, it should be able to watch without PIN.
Thank you for bringing the issue with the videos to our notice.
In this case to get it right, I've escalated the issue to our dedicated Prime video development team so
that they can look into the issue and get it corrected for us and help us with it.
I'm personally following up with the concern, once it is sorted by our team, I will contact you back to
inform the same and you can go ahead and purchase the updated videos. It will be corrected within 24
to 48 hours. For your reference the case ID is: 0172334726
Also, I've issued a complete refund for both the videos purchased on your account.
Thank you for bringing it to our notice, and helping us with the error.
Also you can access below link to check with the Prime videos arranged as per age limits . Access
below link and click on the "Kids" option on page to check with all the videos arranged as per age
limits.
https://www.amazon.co.uk/pv
Hello,
I'm sorry to know that you are experiencing difficulty to get the apps in Kids profile on Fire (5th Gen)
Kids Edition f
Upon checking your account, I see that there are updates available for your tablet.
Software update adds several new features and includes important bug fixes to improve performance on
your device. Periodically, Amazon apps and features will be automatically updated to improve
functionality and usability.
I request you to once perform the below troubleshooting steps on tablet and check with the results
1. Update tablet :
2. Deregister and register:
Now de-register and re-register your account from tablet by following below steps so that any glitch
with the account linking will be cleared and will work fine for us.
2. Tap My Account.
3. Tap De-Register and de-register the tablet. Again tap on the register option and login with your
Amazon credentials.
3. Sync tablet:
2. Tap Sync Device
Now get into kids profile and check if you are able to get all the apps work fine. Also you can delete
the child profile and re create child profile so that any glitch with the profile will be cleared and will be
working fine.
In case you find any difficulties, please do write us back with confirmation so that we can escalate the
issue to our higher technical team for further insight and help us with it at earliest.
Also you can contact us via free phone or chat , so that we can together work on the issue and get it
right and also if needed escalate the issue to our dedicated technical team to get the issue resolved at
earliest.

Ebook reviews android
Hello,
I'm sorry to know that you are experiencing issues to get ebook reviews on your Samsung tablet. This
To help you with it, I request you to perform below steps to get the reviews for ebooks:
1. Open Kindle reading app on tablet.

2. Tap on store from bottom of screen and search for ebook you wish to see review.
3. Tap on the rating (stars) in front of the ebook image to see all reviews on ebook.
In case if using the above steps you are unable to see the reviews, it will be a glitch with the application
on tablet causing the issue. I request you to perform clear cache on tablet and then uninstall and re-
intall the application on tablet and restart the tablet.
1. Clear cache:
. From the Home screen, touch Apps> Settings

2. Touch Applications > Application manager
3. Swipe to the ALL tab.
4. Touch an application for which you want to clear the cache.
5. Touch CLEAR CACHE.
6. Now uninstall the Kindle reading app and reinstall it
7. Open the application and login with your Amazon credentials and check with the results.
I'm positive you'll be able to see the reviews of ebook fine on Samsung tablet.

device.
as crystal!
Explicit content
Explicit songs
Hello Richard,
I understand that you are concerned with the Explicit content of the songs.
I would like to inform you that you can block explicit lyrics while streaming your music by using the explicit filter.
The explicit filter is a setting that you can use to block playback of songs that contain explicit words and phrases.
When the filter is on, songs that contain explicit lyrics aren’t played.
Instead of bleeping out or removing explicit lyrics within a song, the filter prevents playback of the song itself.
To enable the explicit filter on apps and devices:
1. Open the music app

2. Tap the Settings
3. Toggle explicit filter on or off.
For Alexa:
To turn on the filter, say "block explicit songs." To turn off the filter, say "Stop blocking explicit songs."
To control the filter using the Alexa app or https://alexa.amazon.com/:
1. Open the Alexa app.

2. Select the "Settings" icon.
3. Go to "Music & Media."
4. Toggle explicit filter on or off.
Also, I've taken your comments as a feedback and forwarded it to our Prime Music team regarding clean versions
or radio edits of the songs so that they will also consider your comments and try to have better agreements with the
content owners and get them available pretty soon.
I'd request you to give us some time to get the update on it, customer interests and feedback is always looked in
depth here at Amazon.
service.
Please feel free to let us know if there is something else we can address for you, Richard
Music unlimited charges

Hello Alicia,
I understand you would like to know details on the music subscription charges.
I would like to inform you that Music unlimited subscription for prime members are £3.99/month for
Music unlimited single device plan, £7.99/month for Music unlimited individual plan, £14.99/month
for Music unlimited family plan from Amazon.
Also Music unlimited Individual plan for year charge you £79/year
Music unlimited family plan for year charge you £149/year
Also you can check with the below link to get the details on the charges for the Music unlimited
subscription charges:
as crystal!
Refurbished tablet
Hello Samantha,
I've checked your previous correspondence with us on chat and I'm extremely sorry for all the
inconvenience and trouble caused due to the replacement Fire HD 10 (7th Gen) that was sent to you.
Believe me this is really not what we want our customers to experience.
I see that you are experiencing apps issue and other issue with the replacement tablet and also
performed reset on tablet which is last troubleshooting step and still experiencing issue with it. It
clearly indicates to be software or hardware issue with the tablet.
Also, I understand that you were sent refurbished tablet as a replacement for new tablet. A refurbished
device has been tested and verified to be working properly by Amazon.
I completely agree that you didn't expected a refurbished device from us. However as per the policies if
the device is exchanged after 30 days of purchase, system automatically generate a replacement device
as refurbished. That's the reason you were sent refurbished device.
Not to worry, I've made a note on our email regarding the inconvenience you had with Amazon device
so that our team can check with it and help you with the best options as per your convenience and also
check with the options to send you a new device and get the issue resolved at earliest for you without
any delay without going any further troubleshooting steps.
We need to confirm more details(present shipping address, device details and others), which we don't
recommend sharing via email due to customer account security concern. So, I request you to contact us
via live medium to help you with it in easy and fast manner.
prevent you from bearing any kind of loss. Also in case needed we'll surely help you with
replacement/refund for the tablet as per your convenience.
apologies for this.
All I need is your support while we work on it for you.
Hello Lisa,
I'm extremely sorry to know that you received refurbished tablet as a replacement.
I completely agree that you didn't expect a refurbished device from us. However as per the policies if
the device is exchanged after 30 days of purchase, system automatically generate a replacement device
as refurbished. That's the reason you were sent refurbished device. A refurbished device has been
tested and verified to be working properly by Amazon.
Not to worry, I've made a note on our email regarding that you had received a refurbished tablet as
replacement and expected a new tablet to be shipped as it is a Kids tablet so that our team can check
with it and help you with it as per your convenience and also check with the options to send you a new
device and get the issue resolved at earliest for you.
We need to confirm more details(present shipping address, device details and others), which we don't
recommend sharing via email due to customer account security concern. So, I request you to contact us
via live medium to help you with it.
apologies for this.
All I need is your support while we work on it for you.
Ebook app PC
Kindle app PC
Hello Hilasmos,
I'm sorry to know that the ebook "Deconstructing-Calvinism" is missing your Kindle library. This is not
To help you with it, I've checked your account and see that ebook is purchased on your account,
however update is available for ebook. As the publisher of ebook updates there ebooks.
In this case, I've updated ebooks for you and also sent the ebook from my end to your account and
device too.
On checking your account, I see that you are using Kindle app on PC to read ebooks.
Just double-click the "Kindle for PC" icon on your desktop and choose "Archived Items" in your
library to see the Kindle content you've purchased . Once you find the ebook, double-click on it to
download it. It will automatically open when the file has finished downloading.
Also you can Select "All" on the left side of your Kindle for PC Home screen to view and access
available items from your Kindle library stored on Amazon.co.uk.
Also, I would like to inform you that all digital content (including books, music, videos and apps) that
you've purchased from Amazon is stored for free in the Amazon Cloud and can be re-downloaded at
any time.

Click the checkbox next to the ebook name and then select the yellow coloured "Deliver" option and
then select the device name and it will be sent to your device and will be available to read.
In case you find any difficulty or issue still persist, please do write us back with confirmation so that
we can escalate the issue to our technical team so that they can help us further with the issue and get it
resolved at earliest for you.
as crystal!
Music pending android
Music app android
Hello Dylan,
I'm sorry to know that you are experiencing issues of getting logout automatically of Amazon music and making you
download again. This is really what we want our customers to experience.
From the details you shared with me, as per normal working of the application it should not get automatically logged
out without you logging out of application.
In case I request you to once clear cache of the application and check with the results so that updated app of Music
app will be installed and also any glitches with the application will be cleared.
1. Clear cache :
Cache files are the temporary files that are created by the OS of the device when using the application and are left
behind and no more useful for the device taking up space on your device and causing the issue.
To clear your Amazon Music app for Android cache, launch the Amazon Music app and tap Menu. Select "Settings",
then "Clear Cache".
Also, Go to Settings >> App Manager >> Select the Amazon Music app >> look for the app info screen >> Select
on Clear Cache
2. Update app:
To install the latest version, visit the Amazon Appstore for Android or Google Play and search for "Amazon Music."
An "Update" option displays on the app's detail page if an update is available.
Now restart the phone and check with the results. I'm positive the issue with the automatically logging out will be
resolved.
In unlikely event, if you experience same issue, I request you to write us with confirmation on the device serial
number and model name and android version of device on which you are experiencing the issue so that we can
escalate the issue to our higher technical support team and get it right for you.

Also, I can understand that downloading the songs again and again is causing inconvenience and increasing your
data charges. Believe me we will take each and every action to prevent you from bearing any loss at Amazon.co.uk
Also, as the music files are stored on your account and once you are logged out of the app the data on the device
(music files) will be removed and need to download again. It actually sync with the cloud to check if the songs are
fine on your device to play without any issues and sync will update any changes made to your account.
As this is causing more issues, I've taken your comments as feedback to our development team so that they can
come up with options to get it corrected.
Be assured all our customer feedback are taken care of on serious note, as this is what our customers expect from
us to be a happy Amazon family member.
Hello,
I'm really sorry to hear that you have still unable to access the music on your device.
I can understand that previous steps not resolve this issue.
In this case, I'd request you to clear Data on Amazon MP3 App on your Fire device.
* Go to the device settings.

* Tap 'Applications'
* Select 'Manage All Applications'
* Tap 'Amazon MP3'
* Select both 'Force Stop' and 'Clear Data'
If the issue still persists, please deregister and re-register the device and then try to download the music
to access on your device.
2. Tap My Account.
3. Tap Register.
- If you already have an Amazon account: Enter your Amazon account information.
- If you do not have an Amazon account: Tap Start here.
If the issue still persist, please write back to us and we will investigate this issue with our technical
team.
Hello Hannah,
I'm sorry to know that you are experiencing issues to get the purchased music to your device. This is
To help you with it, I've checked your account and see that the music is successfully purchased,
however was not fulfilled to your cloud storage due to some technical glitch.
In this case, I've made necessary changes to your account.
Also, I've issued complete refund for the song to your original payment card.
I request you to perform below troubleshooting steps on device and then purchase the song so that it
will be available to listen without any issues.
1. Clear cache :
Cache files are the temporary files that are created by the OS of the device when using the application
and are left behind and no more useful for the device taking up space on your device and causing the
issue.
Also, Go to Settings >> App Manager >> Select the Amazon Music app >> look for the app info
screen >> Select on Clear Cache
Now purchase the song. Also you can access below link to purchase the song.
https://www.amazon.co.uk/dp/B0135T6UOW
Once done, you'll be able to find the purchased music.
Prime video cards
Hello,
I understand that you are concerned with the Amazon prime video letter you received from Amazon.
Sorry for the inconvenience caused due to this.
I would like to inform you that there is a campaign starting November 28, the Prime Video team in UK
is sending direct mails (letters) to customers to promote Prime and Prime Video benefits.
Rest assured as it is just a promotional card and will not get activated unless you use it. This letter is
simply telling you about Prime and giving you information about how to sign up/how to get started.
You were not charged or signed-up for any membership at Amazon.
You can unsubscribe from promotional mailings. To do so, please visit Your Account / E-mail
Preferences & Notifications, click on Direct Mail Preferences and select the 'Do not send me marketing
information by post' button. We respect your request and will refrain from sending you any further
mailers.
Also you can go to amazon.co.uk/dmoptout and change your settings on 'Marketing information by
post' so that you will not receive such letters directly from Amazon later.
as crystal!
I once again personally apologise in this regards. But let me assure you that we are here to take care of
your problem and we do take full responsibility for any troubles you have with devices,
orders,subscription and services.
Prime video refund
Hello,
I'm sorry to know about unknown charges for Prime on your account.
The subscription was initiated as a free trial on March 19, 2018 which later was upgraded to paid
membership on March 26, 2018 charging you the monthly subscription fee of EUR 5,99 for March to
November 2018
To help you with it, I've cancelled the subscription and issued complete refund of EUR 53.91 ( EUR
5,99 x 9 months) to your original payment method. Refunds usually go through within five to seven
as crystal!
Device track
faulty device track
replacement track
Hello Stephen,
I understand that you are concerned with the return of faulty Kindle to Amazon.
I've checked your account and also the prepaid return label shared with you to return the tablet to
Amazon.
Be assured as it was prepaid label they didn't shared the receipt with you.
Upon further checking with the tracking ID, I see that the faulty Kindle is scanned on 30 November
2018 at 02:05:09 PM at Southend On Sea DO and in transit.
Please consider this email as confirmation email that you sent the device to Amazon.
Also once the device reaches at Amazon you'll be receiving a confirmation email.
as crystal!
Music Grey
Hello Jonny,
I'm sorry to know that you are experiencing issues with the music in "My Music" section of the music
app.
To help you with it, I've checked your account and see that all the settings and subscription on your
account is working fine.
As a remedy to the issue, I request you to connect to the Internet on the device then,

4. Select "Storage" and then "Clear Data" then tap "OK."
Now open the Music application and refresh the library.
Once done, the licenses will be renewed and will be able to play the music files.

Prime video ios to TV
Hello Sally,
From your email "connecting to the telly", I'm unable to interpret exact what help you need from us.
However, if you are trying to connect your TV with the prime video application on iOS device, I would
like to inform you that the Prime Video app for iOS supports playback from your device to your TV
using HDMI out connection for versions iOS6 and above. iPad 4, iPhone 5 and above they will have a
full screen experience with HDMI Out. For iPhone 4S and above and the use of a 30 point connector,
the streaming experience will be mirrored with HDMI Out.
HDMI out is not available with iPad 1 iOS5, or iPhone 3GS iOS5 and iPhone 4.
To learn more about watching Prime Videos directly from your TV or a compatible device, go to the
Help page:
http://www.amazon.co.uk/dv/watch
In case if you are referring to something else please understand we need these additional information in
order to resolve the issue in an efficient manner. So I request you to elaborate your query and provide
more specific information to help us serve you better.
I am sorry for making you write back to us, but this will help us in resolving this issue for you in an
efficient manner.


Thanks for your understanding in this regard. We look forward to assisting you!
Change view Kindle
Change grid view
Hello Irene,
This is Rajshekar from Amazon. I hope you're doing great.
I understand that you'd like to change the grid view to cover view on your Kindle device.
I'd like to inform that on your Kindle, you can choose to view content in Grid View, which shows cover
art, or List View, which shows titles and authors in list format.
To change your view:
1. Tap My Library and then tap the left drop-down arrow in the upper right corner (below the Search
bar).
2. Tap Grid View or List View.
Cover art is determined by the publisher. If no cover art is available, a generic cover will appear.
Should you need any further assistance, please write us back to this email and we'd be happy to assist
you.
Thanks for using Kindle. We look forward to seeing you again soon.
Have a wonderful day!
Music unlimited subscription pending
Hello,
I'm sorry to know that you are experiencing issues with Music unlimited subscription on your account.
To help you with it, I've checked your account and see that the Music subscription is active on your
account. However the music storage cloud on your account was not correctly activated and also there
was no payment card updated in 1 click settings on your account.
As the music unlimited subscription payments go through 1 click settings we need to add a valid
payment card in 1 click settings and update it.
To help you with it, I've made all necessary changes on your account and I'm positive you will be able
to access music unlimited fine on your device.
You can also update the payment card by accessing below link and select "Make as default" to the
updated details.
The changes we made on account gets implemented without any delay. However sometime it takes
upto 24 hours for changes to come into effect on your account.
In this case, I request you to once sign out and sign in to your Amazon music app so that the changes
we made on your account will be reflected and will be able to play music fine on your account.
In case if you still experience the same issue after 24 hours please do write us back with confirmation
so that we can escalate the issue to our higher technical support team for further insight and get it to
work at earliest for us.
Music multiple device
Hello,
I'm sorry to know that you are experiencing issues playing music on Echo devices.
To help you with it, I've checked your account and see that Music unlimited single device plan is active
on your account. This is a single device plan, that is it is bind to the single device on which it is
activated and you can't use the subscription to play music on any other devices. So you can play music
with it only on Echo with name "Abigail's Echo " and serial number DSN-G2A0P30774140G7H as the
plan is bind to this device.
Now as you are subscribed to Prime, Please be informed that, Amazon Music Unlimited and Prime
Music share similar features, but are two separate services. Both give you the option to add titles to My
Music, the main difference is that Amazon Music Unlimited offers access to more music.
With Prime Music, eligible Prime members automatically get access to selected titles (over 2 million
songs) from Amazon Music as part of their Prime membership, at no additional cost.
---------------------------------------
I would like to inform you that for Prime music tracks, is available for streaming on only one device at
a time, for each Amazon account.
If you try to play Prime Music on a second device, you're prompted to start streaming on that device
(and stop streaming on the first one), or leave things as they are.
That's the reason if you are playing music from prime catalogue on Echo device you will be unable to
play music on Echo dot (as there is no separate music unlimited subscription activated on this device
and also as prime music will be currently playing on Echo ).
However, if you play music from prime catalogue on Echo dot , then you can also play music on Echo
from Music unlimited catalogue simultaneously.
You can give following commands to Echo dot and Echo as below so that Echo dot will play music
from prime catalogue and Echo will play music from Music unlimited catalogue
1. To assess only the Prime music on Echo Dot:
To play Prime Music on your Alexa device, say:

- "Play song [TITLE] from Prime Music."
- "Play some Prime Music."
- "Play a Prime Playlist."
- "Play a Prime Station."
2. To assess only the Music unlimited on Echo Dot:
To play from Music unlimited catalog :
- "Play [playlist name]."
In this way you will be able to play music on both devices at same time.
Alternatively as you have two Echo devices, you can upgrade to Music unlimited family plan so that
you will be able to play music using same subscription on both the device at same time.
Amazon Music Unlimited Family plan you and up to five additional family members, can share a
subscription and stream music on six devices at the same time.
Six individual streams can be enjoyed at the same time. For example, you can play music on your Echo
and Echo Dot (from your account), while four other family members play music on their own device
(on their accounts) for a total of six streams.
Echo playlist
Hello,
I understand that you would like to get information on Music Single device plan and to create playlist.
Yes you can activate the Music Unlimited single device plan on just the Echo Dot by giving it a voice
command as "Alexa try Music unlimited".
I would like to inform you that Amazon Music unlimited single device plan is free for first month and
later will be charged GBP 3.99. This is a single device plan, that is it is bind to the single device on
which it is activated and you can't use the subscription to play music on any other devices.
Also you can still browse the Music Unlimited tracks from the "Amazon Music for Web" page:
(https://music.amazon.co.uk)
Also you can create playlist by giving your voice to add music to your library—just say "add to My
Music". The songs will be added to My Music and next time you command Echo to play My Music it
will play songs from this list.
To add those songs to your personal playlist(s) follow these steps:
1. Start playing a song from Amazon Music Unlimited on your Alexa device. Then ask Alexa to add
that song to My Music (you can say, "Alexa, add this to My Music.").
2. Go to Amazon Music for Web (https://music.amazon.co.uk) on your computer, or launch the Amazon
Music app on one of your compatible devices.
3. Open "Recents" from the Amazon Music menu, and look for the "Recently Added" or "Recently
Added to My Music" list.
4. Select the song you added from your Alexa device, and open the "More Options" menu (look for an
icon with three vertical dots or a downward arrow).
5. Select the "Add to Playlist" option, then select your preferred playlist or create a new one.
as crystal!

Music storage
Music drive
Music cloud
Hello,
I'm sorry to know that you are experiencing difficulties to get the purchased music "Love it if we made
it" on your account.
To help you with it, I've checked your account and see that the music is successfully purchased on your
account.
In this case, I've resent the music manually to your account and request you to perform below
troubleshooting steps to get the music to your device.
I request you to once access below link and check if the country settings is set to UK, if it is not then
change it to United Kingdom
1. Access https://www.amazon.co.uk/music/settings
2. Scroll down to the Your Country or Region of Residence section and select Transfer music account
to a different country or region.
3. Select United Kingdom from the drop-down box, then click Continue
On Android device:
1. Clear cache :
Cache files are the temporary files that are created by the OS of the device when using the application
and are left behind and no more useful for the device taking up space on your device and causing the
issue.
Also, Go to Settings >> App Manager >> Select the Amazon Music app >> look for the app info
screen >> Select on Clear Cache
2. Update app:
Check if latest version, visit the Amazon Appstore for Android or Google Play and search for "Amazon
Music." An "Update" option displays on the app's detail page if an update is available.
Refresh Music app:

For iOS:
Logout and login from the Amazon Music app and refresh the library to get the song loaded to your
device.
For Web browser perform below steps:
Select the albums or songs you want to download and click the "Download" option onscreen.
In unlikely event, if you experience same issue, I request you to write us with confirmation so that we
can escalate the issue to our higher technical support team and get it right for you. Also if needed we
can help you refund so that you can try purchasing the song again.
Believe me we will take each and every action to prevent you from bearing any loss at Amazon.co.uk

Hello Daniel,
I'm sorry to know that you are experiencing issue with the Music unlimited subscription on your
account.
To help you with it, I've checked your account and see that the music unlimited 3 month free trial is
successfully active on your account and working.
However, I see that the music cloud storage on your account is not active and it should be active.
To get it right, I've updated and made necessary changes on your account.
I request you to once access below link and check if the country settings is set to UK, if it is not then
change it to United Kingdom
1. Access https://www.amazon.co.uk/music/settings
2. Scroll down to the Your Country or Region of Residence section and select Transfer music account
3. Select United Kingdom from the drop-down box, then click Continue
The entire transfer process can take a few hours to be reflected on your account and bring to effect.
Once done I request you to sign out and again sign in to your iOS device so that the changes made on
your account will be reflected on device and music will be working fine without any issues.
I'm positive you will be able to play music fine without any issues.
In case if you find any difficulty please do reply to this email with confirmation so that we can escalate
the issue to our higher technical support team to help us get it work at earliest.
as crystal!
Hello,
I'm sorry to know that you are unable to download Purchased Amazon Music on your Device.
I appreciate all your efforts to resolve this issue.
Upon checking my resources, I'd like to inform you that this situation was the result of a technical
error.
To help you out, I've contacted our Amazon Music development team and re-sent your purchased music
to your Amazon Music account.
In order to reflect the Music on your Music Library, I request you to once refresh your Music library in
the Amazon Music Application.
If in case the purchased music is still unavailable on your device I request you to once restart your
device and try accessing it.
Further, I see that you have not accepted the Valid Terms of Use for the Amazon Music Drive and this
can also be a reason you are unable to access Music on your Device.
I request you to please visit the below link and Sign In into your Amazon Music Drive.
Go to: https://www.amazon.co.uk/clouddrive.
*******************************************
If the issues still persists even after performing the above steps, I request you to contact us via phone
(or) chat so that we can troubleshoot this issue in real time and gather more information for our
developers to investigate. You can reach Amazon Device Customer Support by clicking the below link:


apologies for this.
OOPS something went wrong
Hello,
I'm extremely sorry to know that you are experiencing issues to get in child profile on tablet Fire 7 (7th
Gen) Kids Edition registered on your account. This is really not what we want our customers to
experience.
2. Tap Sync Device.
Now check if it works fine. Also you can delete the child profile and re create a new child profile so
that any glitch with the profile will be cleared and will be working fine.
Also, I've checked with the device details and see that the tablet is still under warranty and can get it
replaced free of charge for you with express shipping ,
In case if the issue still persists, to get the device replaced,we need to confirm more details(present
shipping address, device details), which we don't recommend sharing via email due to customer

Music unlimited non UK
Hello,
I'm Rohith from Amazon.co.uk. I hope you're doing great.
I'm sorry to know that you've been charged the amount EUR 9.99 from your payment card.
I've checked and found that the amount EUR 9.99 that you've been charged is with regards to the
'Amazon Music Unlimited' subscription that is active on your account.
This subscription was started at https://music.amazon.com/EU/unlimited which is only for non-UK

customers access to over 40 million songs through the Amazon Music app and Amazon Music for Web.
It appears that someone might have joined this subscription which you weren’t aware.
To help you with this, as you weren't aware of this, I've cancelled the subscription on your account and
have processed a full refund in the amount EUR 9.99 to your payment card.
Refunds usually go through within 5-7 business days if not earlier and you will see this amount
Please be assured as the subscription is now cancelled, you'll not be charged any amount further now.
We'll be glad to assist you.
We look forward to seeing you soon again.
PV content missing
Hello Jay,
I'm sorry to know that you are experiencing issues to play video Ray Donovan series 3 episode 8 under prime.
We apologise for the inconvenience this causes. That's definitely not what we want our customers to experience.
Upon checking my resources I see that the video is as of now removed from Prime catalogue. That's the reason it
is asking you to pay to view the video. I'd like to inform you that the selection of Prime Video titles is always
changing. Some of our Prime Video titles are only available for a limited time period, and when that time is up they
revert to being available to buy.
For all titles currently available on Prime Video, visit:

https://www.amazon.co.uk/piv
You can also see a list of titles expiring from Prime Video in the next 30 days at the link below:
https://www.amazon.co.uk/amazonvideo/expiringprimevideo
When we make a series or specific video available to watch for our customers, as we are not the owners of the
Video, we do so by first entering into an agreement with the owners and publishers of video and we have to follow
their guidelines due to licensing agreement.
I hope you understand this is not a decision that Amazon made.
We're constantly working with our partners to improve our catalog to make sure that Prime Video members have
access to the best selection of movies and TV shows possible.
If I relate it to myself I can completely understand how frustrating and annoying the situation can be when
something like this happens but believe us it was never our intention. Please accept my sincere apologies for this.
To ensure utmost attention, I have summarised and forwarded your comments expressing your desire to be able to
stream the episodes of Series using Prime to our Amazon Video Business Team. They will consider your comments
and try to have better agreements with the content owners and get the episodes added to the Prime Catalog.
Let me assure you we're here to take full responsibility for any trouble you've had with your account and prevent
you from bearing any kind of loss.
chance in future.
I hope that you will allow us some time so that this can be looked into by our prime video development team and
seek your patience and understanding while we work on it.
Prime pending
Hello Amanda,
This is Yaser from Amazon Techncial Support Team.
I'm sorry to know that you are experiencing issue with the prime membership on your account.
To help you with it, I've checked your account and see that Prime membership is under pending status
and also the new payment card is successfully added to your account.
However, the payment card was not added to 1 click settings on your account and also was not used to
authorised to use with Prime membership.
To make it right, I've made necessary changes on your account and now it is being active on your
account.
I request you to once logout and login from the device on which you are accessing prime, so that the
changes we made on your account will be reflected on device and you will be able to access the
benefits of prime.
can work together and get it to work for you.

Promotion code FAMILY
Hello,
I'm sorry to know that the promotional code to upgrade for the Family Plan Music unlimited didn't
worked for you. This is really not what we want our customers to experience.
To help you with it, I've checked your account and see that previous to upgrading to Family plan, music
unlimited individual plan was active on your account.
In this case to get it right, I've issued a complete refund of GBP 14.99 to your original payment card.
So that it will be free for you this month and also, I've made a note on our email conversation regarding
the issue with the promotion code on your account so that for the next month you will be refunded GBP
14.99 again by our system.
In this way the Music unlimited Family Plan will be free to use for two months without any issues.
I hope this helps!
Also, I've forwarded your comments to our accounts team so that they can check with the reason why
the code was not applied to your account and isolate the issue so as to avoid any such instances in
future.
It is our privilege to have you as our valued customer. You are certainly the type of customer that we
would like to retain.

PIN setup email
You can setup PIN for videos, to avoid accidental or child purchase on your account for prime video.
Prime Video PIN work by requiring entry of your PIN to bypass any purchase of videos or viewing
restrictions you've enabled.
For customers who have "PIN on Purchase" enabled, entry of their PV PIN is required for purchases on
the Amazon website (full and mobile web) and all registered "big screen" devices.
Please access ( https://www.amazon.co.uk/gp/video/settings/parental-controls ) login with your

Amazon credentials and setup PIN for purchases.
You can access below link to check with the complete details and step by step procedure to setup
parental control on your device.
https://www.amazon.co.uk/gp/help/customer/display.html?ie=UTF8&nodeId=201423060
Learn more by watching this help video: https://www.amazon.co.uk/gp/help/customer/display.html?

nodeId=201754000&video_id...
I hope this helps!
Hope the previous information answers all your questions but if I missed anything or any other
as crystal!
Intl deliver
International delivery
Hello,
I understand that you would like to purchase the Kindle to ship it to Morocco.
Many members of the Kindle and Fire family are available for international delivery to multiple
countries, from our partner site, Amazon.com.
You can also purchase Kindle and Kindle Paperwhite from Amazon’s international sites and retail
partners in the France Availability of certain Kindle models will vary by country.
Amazon.co.uk can dispatch many items to virtually any address in the world. However, we can't send
certain products to certain locations for operational and regulatory reasons.
Also, I request you to write us back with the exact name of the Kindle which you would like to
purchase so that we can check with it and help you with the details if the device is valid to be delivered
to Morocco for you.
When you shop at Amazon, product detail page messaging will let you know whether an item can be
delivered to you. To determine your location we’ll use your default 1-Click delivery address when
you’re signed in to your account and 1-Click has been set up; otherwise, we’ll use your IP address.
To change your default delivery address, go to ‘Manage Address Book’ in the Your Account section of
the website. Scroll down to the address you want to make default and click "Click here to make this
your 1-Click default address".
For general information about delivery restrictions please visit our "Delivery Restrictions" help page:
as crystal!
Music unlimited payment card sharing
Payment card sharee
Hello Colin,
I understand your concern regarding sharing your credit/debit card with the other members of your
Family while sharing Amazon Music Unlimited Family plan.
Upon checking my resources, I'm sorry to inform you that it isn't possible to share Amazon Music
Unlimited Family plan benefits without giving family members access to the credit and debit card used
for the subscription.
The secondary member will see the payment method as you see it, encrypted with last 4 digits visible.
They are able to make both digital and physical purchases using the credit/debit card.
Thanks for giving us your feedback about sharing your credit/debit card with the other members of
your Amazon Music Unlimited Family plan.
apologies for this.
To ensure utmost attention, I've forwarded your concern to our dedicated Amazon Music team so that
they can check with it and come up with option to set option for primary owner of subscription as what
can be the card used for by secondary members of subscription.
Customer feedback like yours helps us continue to improve our products and provide better service to
our customers. I’ve passed your suggestion to the Amazon Music team for consideration.
I once again apologise for the inconvenience that caused due to this and hope you will support us by
allowing time to dedicated team to work on it.
care of.
PV download deleted
Hello Aleks,
I'm sorry to know that you are experiencing issues playing the downloaded video of " magicians season
2".
I would like to inform you that as you are receiving the error message while watching the video it can
either be glitch with the prime video app on phone causing the issue.
I request you to once clear the cache for the prime video application on phone and check with the
results.
There are two periods to be aware of with rentals:
Also if the video was rented and downloaded there are two points to be considered.
Storage Period -- the amount of time a rental is stored in Your Video Library (YVL) before you play the
content.
Viewing Period -- This period begins when you selects "Play" and is the time frame allowed to view
the content.
Once the rental expires, it will delete itself (for downloads) or become unavailable in YVL (for
streaming).
Storage and viewing periods vary depending on content. Many rentals include a 30-day storage period
with a 48-hour viewing period, but not all. If you started to watch the rented video it will be available
only for 48 hours. The only way to confirm that the viewing period for a PV is to look it up on the
"Buy" box, or under the "Rights and Requirements" section on the video detail page.
as crystal!
Prime video ads
Hello,
I'm extremely sorry to know that Ads for Amazon original programmes is causing inconvenience to you
while watching prime videos. This is really not what we want our customers to experience.
As a part of the prime and the interface you are seeing the ads. I would have surely helped you if there
was any way to stop it directly from my end.
dedicated Prime video team so that they look into it and work on it to provide options to remove the ads
as some customers like to watch them and some may not.
Be assured Customer feedback are always taken care of at Amazon, as this is what our customers needs
from us.
to our customers.
I hope that you will allow us some time so that this feature can be looked into by our development
team.
Amazon coins
Hello Pablo,
I'm sorry to know that you are finding difficulty to purchase Amazon coins from website.
I would like to inform you that, all the digital purchases go through 1 click settings on your account. So 1 click
settings should be enabled on your account.
To help you with it, I've checked your account and see that 1 click settings are turned OFF on your account.
In this case, I request you to perform below steps and activate 1 click settings on your account.
1. Access https://www.amazon.co.uk/cpe/manageoneclick
2. Now click on the toggle switch on top of webpage and activate the 1 click settings.
3. Set the payment card added as default card on your account and select "Make as default".
Once done you can access below link to purchase Amazon coins.
https://www.amazon.co.uk/Amazon-1000-Coins/dp/B00ESJDP9W
Now click on the buy now with 1 click option at the right side and you'll be able to purchase coins without any
issues.
In case if you find any difficulty please do contact us via chat or free phone so that we can gather details from your
and get the payment card updated and also help you with purchase without any further delay.

PSN redeem
Hello,
I'm sorry to know that the you are experiencing issue to get the code "The Grand Tour Game - Standard
Edition | PS4 Download Code - UK Account "
To help you with it, I've checked with your account to confirm the order status and see that the order is
in pending status.
amount of the purchase. The order shows pending verification while we wait for authorisation. While
the majority of communications take a short time to process, occasionally a transaction may take longer
to be authorised.
I see that the order is now completed and also code for the game is sent to your email ID.
For your reference, I've resent the email with the code to your email ID.
Also, I see that the code is : E33B-8LN2-GCCK
To redeem the code on the PlayStation Website, please do the following:
Click on the 'Redeem from Playstation.com' link found on the Thank You page, in Your Game and
Sign in with your PlayStation account if prompted.
Confirm your redemption by clicking on the 'Continue' and then the 'Redeem Item' button.
Note: If you experience any issues redeeming your product, please visit:
https://account.sonyentertainmentnetwork.com/liquid/cam/account/giftcard/redeem-gift-card-
flow.action
your PSN account.
For reference with the steps, you can access below link and check with the steps mentioned and
perform the steps:
https://www.amazon.co.uk/dp/B071ZJFMVH
Alternatively, you can also follow below steps to get the code:

In case you find any difficulties, please do write us back with confirmation so that we can help you
with the code at earliest.
Tablet return
Hello Julie O'reilly,
I'm sorry your Fire tablet isn't working. I'm sending you a replacement Fire tablet via Premium
Delivery.
Order No: 204-8270513-4395522

Expected delivery: Tuesday, 22 January 2019
A pre-paid return shipping label can be access using the link below:
https://www.amazon.co.uk/returns/label/818a8660-1379-4ff6-b602-3a7e50ccf6fb/rmaI...
address window.
To check your nearest Hermes Store location, please click the link:
https://www.myhermes.co.uk/parcelshop-finder.html?printFilterSelected
The QR code will be sent to your email address associated with your Amazon account. Please make
sure you have your QR code when going to the Hermes Store. If you are unable to access your emails,
you can also locate your QR code by opening your Amazon Shopping App, go to ‘Your Account’ then
to ‘Your Orders’. Find the order you are returning and select the option ‘View Return Label &
Instructions’. The QR code will be available here.
To return your device follow the steps below:
1) Back up any USB transferred content, personal photos, or personal documents not already stored in
the Cloud.
2) If possible, turn your wireless off.
3) Disable any Fire for Kids or lock screen passwords.
4) Put the device in a plastic bag.
5) Place the device in the original (if possible) or replacement box for return.
6) Please keep your USB cable or power adapter, Kids Edition Tablet Cover, manual, and any
accessories or other items that originally shipped with your device.
Any settings and saved data on your device, such as parental controls, in-app items, or login
information for apps and websites are not carried over to your replacement. For GameCircle games
with Whispersync enabled, your game progress will be saved to the Cloud.
You'll be able to access your existing Kindle library and change your subscription delivery options on
the Manage Your Content and Devices page at:
If you'd like to access your Kindle library while you're waiting for your replacement, we have several
free applications that you can use, which can be found at the link below:
www.amazon.co.uk/kindleapps
If you prefer to download your content wirelessly when your replacement Fire tablet arrives, tap any
content library from the Home screen. The Cloud tab displays all your content stored in the Amazon
Cloud. The content will begin downloading when you tap the cover.
You'll be able to transfer your data plan to your replacement Fire tablet when you set up and register the
device. You can also visit your carrier's website on your Fire tablet or, from the device, swipe down
from the top of the screen and tap Wireless > Mobile Network > Manage Data Plan to transfer the data
plan to your device.
Thank you for allowing us to work through this with you. Your replacement Fire will be arriving soon.


Prime video on TV
Hello,
I perceive you'd like to watch Amazon Prime Videos on your TV.
I'd like to inform you that not all Bauhn TV's are compatible with Amazon Prime Video app. In this
case, from your comments I'm unable to verify the model of your TV you wish to access Prime Videos
from.
Given the circumstance, I've provided you with a link so that you can verify, if your TV is compatible
with Prime Videos. I'd like to add that, whenever Prime Video is made available on a device, it appears
on our Compatible Devices page which updates every minute:
http://www.amazon.co.uk/videodevices
If your TV is compatible, further to watch Prime Videos on your TV, you will need to have an Active
Prime Video or an Amazon Prime subscription on your Amazon account.
After you have an active subscription on your Amazon account, you'll need an Amazon Prime Video
application on your TV. Some of the TVs have the application factory in-built in them. If you do not
have the application on your TV, you can download the application from your TV application store or
as an alternate you can also access Prime Video from your TV web browser.
Further, When you open Prime Video on your device for the first time, you're prompted to sign in or
register your device.
Registration or sign in connects Prime Video to your Amazon account so you can access Your Video
Library, manage your video settings, and more. The account information you enter links your device or
web browser to the associated Amazon account.
To complete registration on your device, choose the "Register on your Device" option and follow the
on-screen instructions.
You can alternately select the "Register on Computer" option to complete registration on the Amazon
website. Once your 5-character registration code displays, open the link below on your computer and
follow the on-screen instructions:
https://www.amazon.co.uk/mytv
You should now be able to access Prime Videos on your TV. If you're facing any issues performing the
above steps or anything that is obstructing you from doing so, I'd request you to contact us via Chat or
Phone so that we can have a two-way communication and help you set-up Prime Video on your TV.


I hope this helps. I wish you a Happy New Year!
Music pending email
Hello,
I'm extremely sorry to know that music tracks are missing from your library. This is really not what we
To help you with it, I've checked your account and see that there are 191 tracks purchased on your
account and available on your Amazon Music cloud drive. However the Music storage/ cloud drive is
not correctly enabled.
In order to help you with this, I have added the tracks again to your music storage so that you could
access and download the tracks.
I would once request you to access below steps
1. Go to Your Amazon Music Settings in Your Account:

2. Scroll down to the "Your Country or region of Residence" section and select Transfer music account
3. Select a new country or region (UK) from the drop-down box, then click Continue.
5. When you click Next, you're accepting the Amazon Music Global Terms of Use.
Further, I'd also request you to sign in to the following link to activate your music settings
(https://www.amazon.co.uk/clouddrive) and you'll be able to access the mp3 tracks from our music
website (https://music.amazon.co.uk) or through the music app on your compatible device.
Once done sign out of the Amazon music app and sign in again and accept the terms of use when you
signed in.
can escalate the issue to our higher technical support team to help us with it at earliest.
satisfaction.

Dictionary email
Hello,
I understand that you would like to use the "Hungarian Pocket Dictionary" purchased with Kindle
registered to your account.
I would like to inform you that you must have a dictionary for your default language downloaded to
your device from Cloud to see the definition.
You can purchase additional dictionaries from the Kindle Store. If you have only one dictionary for a
language, your Kindle will automatically set that Dictionary as the default.
1. Make sure you have the dictionary on your Kindle (as it is in your Amazon Cloud, download it to
Home on kindle).
2. Once it is downloaded to your device, from the Home screen, tap the Menu icon and then tap
Settings.
3. Tap Device Options, tap Language and Dictionaries, and then tap Dictionaries.
4. Select the language you want to set the default dictionary for.
5. Select the dictionary you'd like to use as your default dictionary for that language.]]
For information about how to change your default dictionary after buying a compatible dictionary at
the Kindle Store, visit this Help page: www.amazon.co.uk/help/kindledictionary
To find additional dictionaries that can be used as the default dictionary on Kindle, see:
http://www.amazon.co.uk/kindledictionaries
Note: If you purchase a book in another language, the dictionary and keyboard for that language will
automatically download to your Kindle Paperwhite when connected to Wi-Fi. The default dictionary
and keyboard will change based on the language of the book you’re reading
as crystal!
Parental control email
Hello Gina,
I understand that you would like to unlink payment card details from your son's tablet only and want to
use your account on same tablet to avoid accidental purchases.
To help you with it, I've checked my resources and sorry to inform you that as the payment card details
is linked to your account and if the same account is used on the tablet, it is not possible to unlink
payment card details separately on tablet itself.
However, as he is only 6 we do have a feature called as " parental control " that you can enable on
tablet so that he will be unable to make any purchases without your permission.
- Enable password controlled purchase for Amazon appstore and shopping app
- Enable password controlled purchase for Amazon videos
- Turn off in-app purchasing
Photos
To enable parental controls:
enabled.
If you want to turn off in-app purchasing:
1. From the Home screen, tap Apps, then tap Store.

2. Swipe from the left edge of the screen, and then tap Settings.
3. Tap In-App Purchasing and uncheck the box next to Allow In-App Purchases.
Also you can select the necessary options available under parental controls as per your convenience.
as crystal!
Tablet password for videos
Hello,
I'm sorry to know that the tablet screen is turning black while watching videos on tablet when in
landscape mode.
To help you with it, I've performed the same on our test devices and got to result that the screen should
not turn OFF automatically when in portrait or landscape mode automatically.
On further checking with the device details, I see that the tablet is with latest operating system version
installed.
It seems to be some glitch causing the issue with the tablet as there are no settings to change set the
screen OFF time while watching videos in landscape mode.
As a resolution to the issue, I request you to perform below troubleshooting steps on tablet and check
with results.
1. Restart tablet:
Press and hold the Power button for 40 seconds. If the device restarts before 40 seconds have passed,
release the Power button.If the device doesn’t restart, release the Power button, and then press the
2. Deregister and register :
2. Tap My Account.
3. Tap De-Register.
4. Now tap on register option and login with your Amazon credentials and try playing the video in
landscape mode and check with the results.
In case if you still find same issue, I request you to write us back with confirmation so that we can
escalate the issue to our dedicated higher technical support for further insight so that they can help us
get the issue resolved at earliest. Also, it will be helpful if you would let us know if the issue is while
watching a particular video or all videos on device.
You can also contact us via live medium chat or free phone so that we can find out the cause of issue
and work together in real time to perform advance troubleshooting and get it work fine and if needed
we can escalate the issue to our dedicated higher technical team
I can understand that as the Kindle is in daily use it is causing you much inconvenience and I really
don't want to see my customers struggling with our device and facing troubles.

Deduped email
Hello Jackie,
I'm sorry to know that you are experiencing difficulties to get the purchased ebook to your device. This
due to some technical issues it was not downloaded to your Kindle library and showing is already
present on your Kindle device but with errors. That's the reason you are unable to get them.
As a remedy to the issue, I request you to perform below steps and then sync Kindle so that ebooks will
be available on your Kindle
1. Connect the device to PC via USB

2. Open Kindle folder, remove the files related to the book
3. Disconnect the device from PC
4. Restart the Kindle
To download the book from Archived items:

2. From the Home screen, select Menu and then select View Archived Items.
3. Select the item you wish to download to your device. The item will open automatically when
downloading is complete and will also be available from the Home screen.
can work together and get the issue solved in real time.

as crystal!
International purchase locked
Hello,
I'm extremely sorry to know that you are experiencing issues to purchase ebooks on your account.
To help you with it, I've checked your account and see that ebook international purchases for country
"Tanzania" was unblocked on your account and as you are trying to purchase the ebook it is showing
you the error message as the purchases are locked to same country as above.
In this case, we do have a dedicated accounts team which deals with the concern. I've submitted your
account details so that they can check with it and make necessary changes to your account so that you
will be able to purchase the ebooks without any issues.
I request you to allow some time like 2 to 4 hours for the team to review the details we submitted and
make changes on your account.
Once done you will be able to purchase the ebooks without any issues.
Thank you for your patience and understanding in this situation.
Delete photos
Hello,
I'm extremely sorry to know that you are experiencing issues to delete the photos from the Amazon
drive. This is really not what we want our customers to experience.
I would also like to thank you for bringing this to our attention. Customer feedback like yours really
helps us continue to improve and provide better service to our customers.
I've taken this as feedback and forward it to our Amazon's development team as high priority for
consideration so that they can consider it to make necessary changes to the Prime photos app features
and way to access and delete the images from application.
I would like to inform you that to move photos or videos to the trash folder on the Amazon Photos for
iOS app, press and hold (until a check appears) on the items you want to delete, and tap the "Trash
Can" icon.
You can also follow with the link below to check with the steps to delete the photos:
Deleted photos move to the Trash in Amazon Drive. Items in the Trash folder are permanently deleted
after 30 days. To restore or permanently delete items from the Deleted folder, go to the Amazon Drive
website (https://www.amazon.co.uk/clouddrive) open the Deleted list, select the files you want to
delete, and then click "Permanently Delete."
Alternatively, you can also follow below steps.
You can delete one or multiple photos and videos from the Amazon Photos website.
To delete an individual photo or video:

1. Go to Amazon Photos (https://www.amazon.co.uk/photos), and log in to your account.
2. Click on a photo or video to view a larger version.
3. Select the "Trash Can" icon to delete.
To delete multiple photos or videos:
1. Go to Amazon Photos (https://www.amazon.co.uk/photos), and log in to your account.
2. Hover your cursor over the image(s) you want to delete.
3. Click on the "checkmark" icon in upper left corner of image(s). (selected icons turn blue)
4. Click "Move to Trash" at the top of the screen.
as crystal!
GSD refund email
Hello,
I'm sorry to know that you didn't received the Breath of the Wild Expansion Pass DLC Download Code
purchased on your account. This is really not what we want our customers to experience.
next statement.
I request you to access below link to purchase a new code so that it will be working fine for you.
https://www.amazon.co.uk/dp/B06XB2L7K3
Also on further checking with your account, I see that we sent you email with the code on 24th January
2019. I've resent the same email to your email ID. Please check with the below code to see if it works.
Download Code: B1406JSV2V9M2N85

Control Number: EEQH-155316-004753
To redeem:
Click on the 'Redeem now from Nintendo.com' link found on the Thank You page or in Game and
Software Library.
Sign in with your Nintendo eShop account if prompted.
Confirm your redemption by clicking on the 'Redeem Code' button.
Important: Your Nintendo ID account must be linked to a compatible device before you can redeem
your download code. If you don’t already have a Nintendo ID, please create one on your compatible
device before redeeming the download code.
How to redeem your Nintendo key on the device:
New Nintendo 3DS XL, Nintendo 3DS, Nintendo 3DS XL, Nintendo 2DS: Click here
Wii U Deluxe, Wii U Basic: Click here
Control Number:
Please provide this information if you experience any issue with your key.
customers.
you.
Video refund email
Let the customer know it's possible to cancel an accidental Amazon Video order within 24 hours of
purchase from Your Account, if they have not attempted to stream or download the video.
To do this:
3. Select the Cancel Items button. A pop-up window will appear.
4. Choose a reason for the cancellation from the drop-down menu and then select the Cancel This
Purchase button.
Email change
I'm sorry about the issue you are having with the changing of the email address on your account.
I've understood your query today and we have been able to change your email on the Amazon.co.uk
website.
For your benefit I have included the steps below:
As a security precaution, customers can only change their e-mail addresses directly on our website.
This ensures that your e-mail address isn't altered by a third party.
You can change your e-mail address by going to the "Your Account" section of our website
(https://www.amazon.co.uk/youraccount).
Click "Login & Security" and then click "edit" on the email line.
For more information, visit our Help page:
Whenever you purchase a Kindle book from the Kindle Store using your computer, the book will be
sent to the device selected in the “Deliver to” box. The book will not be delivered automatically to
other devices.
If you want the book to appear on your other Kindle devices on your account, you can either download
the book from the device’s Archived Items, Cloud tab or from Manage Your Content and Devices.
To send a specific book to multiple devices:

1. Go to the Manage Your Content and Devices page (https://www.amazon.co.uk/mycd).
2. Select the 'Actions' [...] button next to the title that you wish to send to another device and then
choose the 'Deliver to' option.
3. In the drop down menu select the devices to which you wish to deliver the title, then select 'Deliver'.
4. Your content will automatically be delivered to your device or reading app once connected to a
wireless network.
For future purchases, if you want the book to be delivered to a particular device or application, select it
from the “Deliver to” dropdown menu on the item product detail page below the “Buy now with 1-
Click” button before placing your order.
Find more information about delivering book to your devices at the link below:

Should you have any further questions or comments, you can reach us via the contact us link below:
Thank you for allowing me to assist you today. Please have a lovely day further.
Prime video tablet email
Hello,
Greetings from Amazon.co.uk!
I'm really sorry to know that the audio issue on Prime video still persists on device well. I also
understand that using works fine when using the Youtube app.
I've checked your device details and identified that your device may need its software updated. This
might be the reason for audio issue on your device.
Please visit the below link to check and update your device software version.
button again to restart it.
In case if the issue still persists, please try the below troubleshooting steps which would resolve the
issue:
Step 1: There have been issues with the following apps; Pandora, Netflix, Desk Clock and Solitaire.
These apps have been found to adjust device volume automatically.
If you are using any of these apps, please uninstall them and see if the problem persists.
Step 2: Adjust the volume using a free app called QuickMute, which is available in the Appstore.
This app provides direct access to the device's four system level audio streams. It should override
whatever service has locked the device audio output stream.
If the issue still persists, I recommend contacting us by phone, so we can troubleshoot this issue with
you and gather more information for our developers to investigate. If we find that the device itself is
faulty, we will help you with the free replacement device,
Show mode
Hello,
I'm sorry to know that you are experiencing issue with settings the photos from Amazon photos app in
show mode on your Fire HD 10 (7 Gen) tablet. This is really not what we want our customers to
experience.
To help you with it, I've checked with the device details and see that your tablet is currently working on
Fire OS 5.3.6.4 version of operating system. For Show Mode to be completely compatible with 7th
Generation Fire HD 8 and Fire HD 10 tablets there should be software update 5.6.3.0 or later running
on tablet.
I've checked my resources and see that updates are available for your tablet and request you to once
update the tablet and later try to set the photos to play as slide show so that it will be working fine.
Also you can access below link to manually update the tablet by connecting to computer :
Once updated it will be working fine with show mode to get the slide show of images.
Only photos from Amazon Photos can be accessed in Show Mode. Photos stored on the Fire tablet
cannot be accessed until the tablet leaves Show Mode.
To access Show Mode-specific settings, swipe down from the top of the screen while the device is in
Show Mode and tap the Settings (gear) icon. You can also say, "Alexa, go to Settings" while the device
is in Show Mode.
The Show Mode settings menu has several options:

Select display – to change display theme of your home screen, change your photo slideshow settings,
and toggle the ambient clock on or off.
as crystal!
Ebook account specific
Hello,
I understand that you would like to read the ebooks currently in "Pauline’s Kindle" on your new Kindle
which you will register as "Pauline’s 2nd Kindle ".
I would like to inform you that the ebooks are account specific. All the ebooks purchased till date will
be available on your Amazon account and cloud storage so that you can access all the ebooks from any
of the devices that is registered to same account.
To get the ebooks which are available on "Pauline’s Kindle", all you need is to register your new
Kindle with account: paulinecallaghan@btinternet.com and perform sync so that all the ebooks will be
reflected on your new Kindle.
Also as the old Kindle is not charging properly, you can contact us via live medium chat or free phone
so that we can work together in real time to avoid any misunderstanding in performing advance
troubleshooting steps on the kindle and also if required escalate the issue to our dedicated Amazon
development team so that they too can look into the issue and get charging issue resolved for us at
earliest.

Ebook pending kindle
ebook pending android
Hello,
I’m sorry to know you are experiencing issues to get the recently purchased ebook to your Kindle
library.
On checking your account, I see that the ebooks are purchased successfully. However due to some
technical issues it was not downloaded to your library and showing in pending to deliver to your device
both Kindle and android devices.
To make it right, I've manually sent the ebooks to your account and devices.
I request you to perform below troubleshooting steps on your Kindle and also on android device to get
the ebook delivered to your device.
For Kindle Paperwhite:
4. Restart Kindle and connect it to strong Wifi
For Android devices:
2. Deregister from Kindle application : so that any issue with the application linking to your account
will be cleared and will work fine
----. From the Kindle for Android application Home or On Device screen, tap "Menu".
---. Tap "Deregister this device" and select Deregister. Now tap on register option there and login with
your Amazon credentials and sync the library by tapping More icon (three dots and lines) in the bottom
bar and then tap Sync.
Now check with the ebooks.
In case if you still didn't receive the ebook, please uninstall and re-install the Kindle reading application
on android device so that the latest application can be automatically installed on your device and any
glitch with the application will be cleared.
I'm positive above steps would work and you'll be able to see both the ebooks in your library.
In unlikely event if the issue still persists, please do write us back with confirmation so that we can help
you with refund for the ebook and if needed escalate the issue to our technical team for further insight.
Prime and music unlimited difference
Hello,
I'm sorry to know about charges GBP 7.99 on your account.
services.
With Amazon Music Unlimited(GBP 7.99/month subscription), you can listen to over 40 million songs
from the Amazon Music catalogue as long as you have an active subscription. To view available plans
and subscription pricing, go to: https://www.amazon.co.uk/unlimited
Music as part of their Prime membership, at no additional cost.
If you wish, I can go ahead and cancel the Amazon Music unlimited subscription for you and issue a
refund for the same. However, if I cancel the subscription then you will lose access to subscription
contents, for which we need your permission. We need your confirmation to cancel the subscription if
not needed.
situation like this, it is very important for us that we provide you with accurate resolution and in my
experience, this is the best way to be certain that your issue is resolved more appropriately.
You can also cancel the subscriptions as per your convenience by accessing below links:
3. Select the "Cancel Subscription" or "Do Not Continue After Trial" option in your "Subscription
Renewal" details.
Switch profile
Hello Julie,
I'm extremely sorry to know that you are experiencing issues to get into your profile from James profile
on tablet Kindle Fire HD (3rd Gen) registered on your account. This is really not what we want our
Now try to switch between profile and check.
In case if it didn't work please de-register and register the tablet.
1. Access https://www.amazon.co.uk/mycd
2. Click on device tab and select the device to deregister and under device action click on deregister
3. Now restart the tablet and login with your Amazon credentials and check with results.

Fire for kids unlimited cancel
Hello,
I understand that you would like to cancel Fire for Kids unlimited subscription on your account
charging £3.99/month on your account.
To help you with it, I've cancelled the subscription and issued refund for the same to your original
payment card.
Just so you know, if anytime later needed you can perform below steps to cancel Fire for Kids
subscription by following below steps:
You can cancel your Amazon FreeTime Unlimited monthly subscription at any time in the Parent
Dashboard (https://parents.amazon.co.uk).
1. Select the "Menu" button.
2. Select "Manage Fire for Kids Unlimited Subscription."
3. Select "Cancel Subscription" and follow the prompts to confirm.
You can also cancel your subscription at any time in the Fire for Kids section of Settings on your Fire
tablet.
as crystal!
Ebook twice purchase
Hello,
I'm sorry to know that you were charged for the ebook that is already purchased on your account.
To help you with it, I've checked your account and see that the ebook was purchased on your account
on Tuesday, 1 April 2014 and again on Sunday, 20 January 2019.
Sorry for the inconvenience, I would like to inform you that if the same ebook is already available on
your account then you will see a message on Kindle for the same. However, I see that the name of the
ebook you purchased earlier and currently is somewhat different that's the reason system treated it as
two different ebooks and processed the purchase.
"Kickback (The DI Nick Dixon Crime Series Book 3)" (previously)

"Kickback (DI Nick Dixon Crime Book 3)" (currently)
To help you with it, I've issued refund for one ebook. Refunds usually go through within five to seven
I hope this helps!
Echo location email
Hello,
I'm extremely sorry to know that you are experiencing issues to reset Alexa and play local station on it.
To help you with it, I've tried to contact you on the phone number registered with Amazon, however
was unable to get in contacct with you.
As you referred you are currently relocated outside UK, I would request you to perform below steps to
reset Echo Dot (2nd Gen) registered on your account and also play local stations.
As you are resident of UK and want to access device is other country, to access features and content on
your device, update your country settings before you register your Echo again.
To change your country settings, go to the Manage Your Content and Devices page:
1. Go to https://www.amazon.co.uk/mycd.
2. Select the "Preferences" tab. If you are using a mobile device, select the menu icon, and then select
"Settings."
3. Under "Country/Region Settings," select "Change your country/region."
4. Add a new address or select an existing address, and then select "Update."
--------------------------------------------------------------
2. To reset Echo Dot and Register it:
To reset your Echo device, press and hold the Microphone off and Volume down buttons at the same
time. Wait until the light ring turns orange (about 20 seconds). Then the light ring turns blue.
Wait for the light ring to turn off and on again. The light ring then turns orange again, and your Echo
Open the Alexa app to connect your device to a Wi-Fi network and register it to your Amazon account.
You can also check with the below link to get instructions and a short video to setup Echo Dot;
Once Echo is registered again to your account. Let us continue to change the location of Alexa, as
Alexa uses the address saved for your devices in the Alexa app for the weather, time, local radio and
other features.
You can change the location for your Alexa devices in the Alexa app:
Select the Devices icon (home shape icon with two holes in it)
Select your device, and then Device Location
Enter your complete address, and then select Save. To change the country, select Change next to the
country name.
Also you check with below link for the steps above:
Once done check with the results, I'm positive you will be able to use Echo Dot without any issues and
will be able to play local stations too.
In case issue still persist please do write us back so that we can help you further with it at earliest. We'll
be happy to help you.
Also you can contact us via chat or phone so that we can work on the issue in real time and help you
with it.

as crystal!
Mc Donalds
Hello,
I understand that you are concerned with the free ebook coupon with Mc Donalds meal box.
I've checked my resources and see that the voucher valid until 16th April 2019.
To be eligible for offer you will need an existing or new Amazon account. Visit
( www.amazon.co.uk/kindlebooks/happyreaders ) from your browser or Kindle app, select your eBook
by clicking on it and download by clicking the orange “Buy Now” button by no later than the 16th
April 2019 to get the ebook for free.
You can get the details to redeem the voucher by accessing below link:
https://www.mcdonalds.com/gb/en-gb/terms-and-conditions/happy-meal.html
As you referred you are trying to purchase ebook of price £2.99, to help you with it I've added
additional gift card of £2.99 to your Amazon account so that you can go ahead and purchase the ebook
with the gift card.
Also you can check with the above details I shared with you to claim your free ebook using voucher
you received in Mc Donalds meal box.
You can check your Current Balance at any time by going to the "View Balance" in the "Gift Cards &
Top Up" section of Your Account, or clicking the following link:
needs you being a part of Amazon family member.
that we can help you further with it.

Zeeshan 11

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aayashas

thewallerclan@btinternet.com andon cord

Prime Photos 100 GB plan

tracey's 3rd Fire

Code not received

This is Yaser from Amazon Technical Support Team.

This is Yaser from Amazon Support Team.

This is really not what we want our customers to experience.

For game Candy Crush Soda Saga:

For game Candy Crush Saga:

Your patience and understanding is highly appreciated.

To check if your TV is compatible, please access the below link :

AQVUTY35TX3HD KU faily fraud

ebook refund unknown purchase:

Fire for kids unlimited catalogue

GSD code check if valid or not on test device

kmufc77@gmail.com : 20 GBP refund

0164711900 : audio issue

Thank you for being a loyal customer.

This is Yaser from the Amazon technical support team.

Thank you for being Amazon's valuable customer.

Thank you reply

Thank you email

Thank you for being Amazon's valuable customer.

Authorisation charge email

Thank you for your patience and understanding in this regard.

This is Yaser from Amazon Technical Support Team.

Thank you for being Amazon's valuable customer.

More information email

more info email

To contact us via chat:

This is Yaser from Amazon Technical Support Team.

Please perform below steps to deregister and register the kindle:

Once processed, you'll be able to see the refund request here:

Thank you for your patience and understanding.

Rest assured you won't be charged again for the same.

I'm sorry to know about the charges on your account.

I request you to write back to us with convenient option.

Thank you for your patience and understanding.

DOORBELL SMART HOME

Connecting your echo device to your Fire TV.

Linking Skill with FireTV:

I hope this helps. We hope to see you again soon.

Kindle unlimited non account's

We look forward to seeing you soon.

KINDLE UNLIMITED CANCELLATION ONE ACCOUNT ONE FREE TRIAL

I'm sorry to know about £7.99 unknown charges on your account.

Thank you for being Amazon's valuable customer.

This is Yaser from Amazon Technical Support Team.

Thank you for being Amazon's valuable customer.

Rest assured you won't be charged again for the same.

Thank you for being Amazon's valuable customer.

I understand that you want to cancel Amazon prime video subscription.

Thank you for your patience and understanding.

I understand that you would like to cancel the prime subscription.

I've already sent confirmation email for it.

Thank you for your patience and understanding.

I'm sorry to know about £3.99 charges on your account.

2. Press the "Select" button to turn parental controls on or off.

Thank you for your patience and understanding.

On Amazon Fire TV access Settings > Parental Controls.

Select Parental Controls and set it to "ON" to access available options.

PIN Protect Purchases: