Hi there, I am Cris and will be glad to assist you.
Please try a power reset, sometimes this could be a glitch with the software. Press and hold the power switch then turn off the device. Turn it back on and wait for it to boot, see if the book is now on the list.
Let me know the outcome.
How did you purchase the book directly from the Kindle or through the Amazon site?
No, I was referring to the book. How did you purchase it?
This sounds as though your Kindle is using an outdated firmware. Back in April 2016 Amazon forced older Kindles to update if not access to the Kindle store would not function properly.
Please check and let me know your firmware number.
Please use the link below to download the last update release for your Kindle. You will need download onto your PC, then connect the Kindle to your PC with USB cable.
The Kindle will show up in your PC as drive. Move the file onto the root of the Kindle once you have copied the file over, disconnect the device.
Now, you simply need to instruct the Kindle to update via the Kindle’s menu system. On the Kindle, navigate to Menu > Settings to enter the settings menu, then tap the Menu button again from within the settings menu and select “Update Your Kindle.” Press OK and then wait. (If the “Update Your Kindle” option is grayed out, that means the Kindle was unable to locate the .bin file; confirm you placed it in the root directory and try again.)
Let me know if you have any further questions or need remote help download and moving the file to your Kindle. Please take a moment to rate my service and submit at the top.
Remote service is offered as a premium service and does cost more. When I mean by root is once you open the Kindle drive on your PC place the book there. Do not place it any other folders.
I can continue to assist you while you go through the process.
The link should open another tab in your browser. You can always come back if you lose the page. You should have a email which will lead you right back to our conversation.
What are you connecting the Kindle to? Windows or Mac?
If Windows, which operating system 7, 8 or 10?
Did you connect the Kindle with USB cable?
Did you connect the Kindle to your PC with USB cable?
Make sure the Kindle is powered and not in sleep mode. If there is any PIN enter it as well, the Kindle should then appear listed as a drive at the top.
Did you do these steps to update?
On the Kindle, navigate to Menu > Settings to enter the settings menu, then tap the Menu button again from within the settings menu and select “Update Your Kindle.” Press OK and then wait.
Did the device update and restart?
Can you check one more the the software version now that your Kindle is on?
Let's try then resetting the device to factory settings then reconnecting to WiFi and registering to your Amazon account.
Before we do that do you have the 3G Kindle or WiFi Kindle? If you have the WiFi do you know your WiFi password?
OK, let's go ahead and reset the device. After the reset the Kindle will walk you through connecting back to your WiFi. You will need to enter the password ***** connect to it.
Then the Kindle will prompt you for your Amazon account, which is the email and password. To reset the Kindle go to Menu>Setting>Reset
Let me know how it goes.
OK, at this point I am out of ideas. Your kindle was running outdated software which should have resolved the issue once your device was connected to WiFi. If you have another tablet, iPad or smartphone you can access your Kindle books.
Do you have an iPad?
Very simple download the Kindle app from the App Store. Once it is downloaded open the app and sign in with your Amazon account. Once you do all of your books will be available for download right onto the iPad from the cloud section in the app.
Do you have more then one account? Use the link to go to the Kindle Manage Page, it will list all the books in your Amazon account.
You must have registered your Kindle with a different account from the one you had previously downloaded the books before. When you log into the Kindle Manage Page it list any book you have download/purchased to your account. If the books do not show then you did not use that account.
Do you have another email address you used to create an Amazon account?
Yes, will refund.
No, already have sent the request to customer service.
I don't have a case number ***** have forwarded your request to customer service and they will refund you.