My name is***** am sorry to hear that you are having this issue. I will be glad to assist you with this.
Make sure your wifi is connected and that your Amazon account name is ***** ***** the kindle the same as your online Amazon account.
Follow these steps please>This may be caused by a glitch in the firmware and can be resolved by a forced reboot, then your kindle will work normally again. Slide or press and hold the power switch for 40 seconds, then release. Then check if that fails check your wifi settings>
If that fails check your account name>
Did that work for you?