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Richard, Customer Service
Category: E-Readers
Satisfied Customers: 36526
Experience:  Avid repairer and trouble shooter of E-Readers
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I have a papeerwhite. recently i had to change my bank

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I have a papeerwhite. recently i had to change my bank account because it was hacked. I was able to get everything on my kindle done except. i can't down down load my books. it shows i bought them, but.
JA: What's the make/model of your device? How old is it?
Customer: where do i find that information?
JA: How long has this been going on? What troubleshooting have you tried?
Customer: it started when i changed my payment number with amazon.
JA: Anything else you want the eReader expert to know before I connect you?
Customer: no
Customer: replied 3 months ago.
Posted by JustAnswer at customer's request) Hello. I would like to request the following Expert Service(s) from you: Live Phone Call. Let me know if you need more information, or send me the service offer(s) so we can proceed.
Customer: replied 3 months ago.
I have looked in cloud but there is nothing there.

Hi there and welcome

Can you please go to settings, wifi, and confirm the Kindle is still connected to your wifi network.

Please let me know

Thank you

Customer: replied 3 months ago.
you are dealing with a complete idiot here. settings are where?
Customer: replied 3 months ago.
never mind i found settings and it says I am connected to AAT&T 9410

ok, now hold the power button on the Kindle for 60 seconds then release

Then power on the Kindle and tell me if you can now download your books please

Customer: replied 3 months ago.
I will need to go to amazon, this is where I buy my books.I got a screen that says;
please select from the following options:cancel restart screen off

Just keep holding the power button please, for 60 seconds

Customer: replied 3 months ago.
Now I get with the tree and the bar that appears to be loading something. The screen went white, and has now gone to the on setting with the tool bar across the top.

ok, once it has loaded tell me if you can then access your books please.

Customer: replied 3 months ago.
Only the one already on the Kindle. negative on Cloud

If you click on my link below

Can you see the books listed there?

Customer: replied 3 months ago.

ok, we need to reset the Kindle

To do this go to Menu, Settings, Menu, Reset Kindle

Once done, set it up again and tell me if the books now show please

Customer: replied 3 months ago.
i am still here. it is taking me through the whole set up information again

thanks, ***** ***** know the results please

Customer: replied 3 months ago.
it is not accepting my amazon sign in.

It is the same password ***** used when accessing my link on

Customer: replied 3 months ago.
I did not have to enter a password ***** took me stright to amazon and my books ordered.
Customer: replied 3 months ago.
finally i am to payment section. bear with me, after all i was born before tv.

Ok, you need to reset the password ***** you can do so via my link below

Then use the new password ***** your Kindle please

Customer: replied 3 months ago.
set up is complete

You were able to sign in with your amazon account?

Did you see your books?

Customer: replied 3 months ago.
ok . All your books are archived for free in the cloud tap on cloud to see your full library. tap on device to see items you've downloaded to your kin

ok, so you do see your books on the Kindle?

Customer: replied 3 months ago.
no i'm still getting directions for the tool bar

Go on the Kindle to your list of books and go to the cloud please

Customer: replied 3 months ago.
i am trying to get to the tool bar, but it insist on taking me through the whole tool bar set up.

ok, then complete this please.

Customer: replied 3 months ago.
I did them it let me go to home and my books (I think) are there along with some they suggest. My books are not in the format I am use to seeing them in, but

ok, it may have updated, but the books are there correct? You can press and open them?

Customer: replied 3 months ago.
I can, an thank you for your patience. They need a higher star to credit the expert. Thank you again.

Perfect! If you would like any additional information or assistance, please do not hesitate to let me know.

And please take a second to rate my service by clicking one of the stars at the top of the screen then submit

Thank you

Customer: replied 3 months ago.
I gave you all 5 stars, it a shame I couldn't give you more. I also recommended you on Facebook. Thanks again.

Thank you!

You need though to click the 5 stars at the top then submit please

Richard and 3 other E-Readers Specialists are ready to help you