I am unable to access my Amazon Kindle content as I keep getting asked to copy these stupid letters numbers. please help as I know I have books...

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Customer

I am unable to access my amazon/kindle content as I keep getting asked to copy these stupid ?letters, numbers pleasae help as I know I have books there that I have purchased and want to download them to my kindle (which is what I thought I was doing when I bought them)

Last updated
Elixir Cada
Kindle Expert

Hello and welcome to ExpertHelp.com! My name is Elixir Cada and I'm going to do everything in my power to answer your question to your full satisfaction!

Before we get started, I want to remind you ExpertHelp.com is an independent professional support company. We are not associated with Kindle nor are we paid to provide support on their behalf. However, we have helped hundreds of customers with similar questions and believe we can help you too. OK, let’s get started! :)

I’m available to chat now. Please let me know that you are ready by posting a response. I’ll leave my chat session open for the next 15 minutes or so and wait for your reply. If I don’t catch you this time, please respond with a few times (including your timezone) that work best for you and we can connect then.

Last updated
Elixir Cada
Kindle Expert

Hi Wendy,

Can you tell me the exact model of your kindle device? Is this your first time to use the device?

You can send me a reply by entering your message in the box at the top then hit the send response button to send.

Posted
Elixir Cada
Kindle Expert

Are you there Wendy? Were you able to read my message?

You can send me a reply by entering your message in the box at the top then hit the send response button to send.

Posted
Customer

Hi Elixir, Sorry I didn't know to go to this page

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Customer

I am having trouble getting into my stored books page. I keep getting these stupid crazy letters/numbers I'm supposed to identitfy, I presume I'm not getting them reight as they just keep asking. GHow can I get passed this stupid nonsence

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Customer

Any time in the next hour is OK

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Elixir Cada
Kindle Expert

Alright. Please try to reset the kindle first by pressind and holding the power button for 20secs until the screen will turn off. Wait for 5 secs then press the power button for 3-5 secs to turn it on. Check the issue again after resetting. 

Let me know if that helps. 

Posted
Elixir Cada
Kindle Expert

Hi Wendy,

Any update on this issue? 

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Customer

Hi again Elixer

No, I have reset my kindle and I still can't get into my account, just keerp getting that strupid numbers/letters

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Elixir Cada
Kindle Expert

Hi Wendy,

can you give me the exact message that you are getting on your kindle? are you on the passcode lock screen? 

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Customer

what is passcode lock screen

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Customer

It's very difficult with our different time zones and I don't have the time to sit at the computer waiting for a responce, I am leaving the computer now and will restart a conversation again at 12 midday Australian Eastern Daylight Saving time,  tomorrow what time will that be with you? And will check-in eveery half hour from that time 

Wendy

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

will check for

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Elixir Cada
Kindle Expert

I am online now. We can continue the troubleshooting. 

What exactly do you see on your kindle screen? Can you send me a picture of that screen where you are stucked with? 

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Customer

I am not very good with things llike that, I don't evben know how to get a photo from the computer to an email, but it isn't with kindle I have a problem, it's getting into Amazon. I accidently got to the page that shows all the books I'v downloaded,I should have book marked it, if I had known the trouble I would have getting back there.

When I click on "store" on my Kindle. then click on WIFI I get a messaage saying :your Kindle connected tro the WIFI but failed to reach the internet.

Posted
Elixir Cada
Kindle Expert

Hi Wendy,

May I know the exact model of your kindle device? is that the colored screen kindle or the black and white screen?

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Customer

Thank you so much for all the time you have spent with me. I am going to leave this page open just in case! I have to leavbe the computer now as my domestic help is due and I am in the middle of ironig. Check in with me agaie in about 2 hours

Posted
Elixir Cada
Kindle Expert

Dear Wendy, It was a pleasure helping you with your Kindle issue today. Here is a summary of the resolution.
Issue identified : cx having problem with the amazon account password
Solution Implemented : called cx and helped her reset the amazon password. Sent an email to her for the password reset and cx gave th code to me to proceed. password successfully changed and working as per test. problem solved. 
If issue resurfaces in next 30 days, come back to this Question page and let me know. If you are unable to find your way back to this Question page, please contact our customer support either by email (s**t@experthelp.com) OR call us at ***-***-****

Posted

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