Hi there. My name is*****'m sorry that you are having this problem. I will do my best to help you. Are you having a problem with the Kindle itself, or with your Amazon account or both? What do you see on your Kindle screen at the moment? Are you able to log into your Amazon account? Please let me know exactly what's going on and I am sure I can help you.
Thank you for that information. Let's begin troubleshooting by resetting the passwords for your Amazon account. Please go to www.amazon.com/myk. Please click on the "Forgot Password" link. Enter your email address and click continue. Please follow the prompts on the screen to reset your password. Please let me know when you have completed that and we'll move on to troubleshooting the Kindle itself.