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Ask Viet - E-reader Tech Your Own Question

Viet - E-reader Tech
Viet - E-reader Tech, Technician
Category: E-Readers
Satisfied Customers: 35228
Experience:  Troubleshoot issues with E-readers.
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Forgot password or my kindle, kindle paperwhite, i have

Customer Question

forgot password ***** my kindle
JA: What's the make/model of your device? How old is it?
Customer: kindle paperwhite
JA: How long has this been going on? What troubleshooting have you tried?
Customer: i have never used it my wife has another amazon password ***** we cant set up the kindle
JA: Anything else you want the ereader expert to know before I connect you?
Customer: no
Submitted: 1 month ago.
Category: E-Readers
Expert:  Viet - E-reader Tech replied 1 month ago.

Hi,

I'm sorry about the issue. Is the kindle asking for the Amazon account password, or the Wi-Fi / wireless password, etc.?

How many Amazon account(s) do you and/her have, if any?

Please type at the box below, then click on the Send button below to communicate with me, so I can help. Thank you,

Customer: replied 1 month ago.
I am trying to set up a new kindle (my wie has never had a Kindle0 and when i geet ti the end it says there is an account with that email address and i kdont know or sure what the user ID or pass word is
Expert:  Viet - E-reader Tech replied 1 month ago.

Did you type in that email address?

When at the registration screen, did you select the option "If you already have an Amazon account"?

Please reply at the box below. Thank you,

Customer: replied 1 month ago.
no i deleted any account or this kindle and tried to add a new one
Expert:  Viet - E-reader Tech replied 1 month ago.

Please press and hold the Power on / off button on your kindle for about 30 seconds, then turn it back on, then let me know what it shows next; what exactly it is showing on the screen. Thank you,

Customer: replied 1 month ago.
it shows a square o the user guide in the top let corner and a picture o a book saying start a list o books you want to read on the top right side then accross the bottom it says earths biggest bookstore
Expert:  Viet - E-reader Tech replied 1 month ago.

Thank you. Please tap on the 3-dot icon (or 3-bar icon) at the upper right corner of your kindle's screen, then tap on Settings, then tap on Registration (or Account), then what do you see there?

Please reply at the box below. Thank you,

Customer: replied 1 month ago.
nothing
Customer: replied 1 month ago.
the boxes say log in id and password
Expert:  Viet - E-reader Tech replied 1 month ago.

1. Tap on the 3-dot icon (or 3-bar icon) at the upper right corner of your kindle's screen

2. Then tap on Settings

3. Then tap on Registration (or Account).

- Do you mean the screen is blank?

- Do you see all those options above?

Customer: replied 1 month ago.
the 2 options, when i was trying to set the account up it said there was an account with her email account
Expert:  Viet - E-reader Tech replied 1 month ago.

Does it give these two options below?

1. If you already have an Amazon account:

2. If you do not have an Amazon account:

- If yes, after selecting the option If you already have an Amazon account: , does it let you enter the email address you want?

Please let me know. Thank you,

Customer: replied 1 month ago.
it has both questions but only asks or the log in id and the pass word
Expert:  Viet - E-reader Tech replied 1 month ago.

Thank you. The ID is the email address you want.

- Now please click on the Amazon website below:

https://www.amazon.com/password

, then there, enter the email address you want, then click on Continue, and follow the instructions there in order to reset your Amazon account password ***** check.

Please reply at the box below to continue. Thank you,

Expert:  Viet - E-reader Tech replied 1 month ago.

If needed, I can also connect remotely to your computer, if you have, then I can fix your kindle / Amazon account password ***** through your computer for you.

When you are available, please type at the box below, then click on the Send button below to communicate with me, so I can help further. Thank you,