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To sign in to Amazon, open the Amazon sign-in page, enter the email address or mobile number registered to your account, and complete the method Amazon offers: your case-sensitive password, a one-time security code, or a passkey. If you cannot sign in, use Password Assistance for a reset, follow the “Didn’t Receive the Code” two-step-verification recovery path, or contact Amazon Customer Service through its phone, chat, email, and self-service options.
Choose the Amazon sign-in method shown for your account
Amazon does not use one identical sign-in screen for every account or device. After you enter the registered email address or mobile number, Amazon may ask for a password, a one-time password (OTP), or a passkey. Use the method displayed on screen rather than trying to substitute a different credential.
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| Method | What you enter | What access it depends on | Typical failure | Next step |
|---|---|---|---|---|
| Password | Your Amazon password | Knowing the current password | Wrong password, wrong account identifier, or incorrect capitalization | Check the identifier and capitalization, then use Password Assistance if necessary |
| One-time security code | An OTP sent by Amazon | The registered phone, email, or another delivery channel offered on screen | The code is delayed, blocked, or sent to a number you no longer control | Check connectivity and messages, select Resend OTP, or start account recovery |
| Passkey | The passkey saved on a compatible device or password manager | Access to the device or passkey provider | The passkey is unavailable on the device being used | Choose another method offered by Amazon or recover the account |
Passwords are case-sensitive. A password that is correct except for one uppercase or lowercase letter will not authenticate. Enter the email address or phone number exactly as it is registered; using a different identifier can take you to the wrong account or produce a failed sign-in even when another Amazon account works.
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- Open Amazon’s sign-in page or choose Sign in in the Amazon app.
- Enter the email address or mobile number associated with the account and continue.
- Enter the password, preserving every uppercase and lowercase character.
- Submit the form. If Amazon asks for an additional OTP, retrieve that code and enter it before access is granted.
If the page returns you to the password field, recheck the identifier first. An account can have several email addresses or phone numbers over its history, but only the one currently registered will identify it. Turn off accidental spaces inserted by a password manager or keyboard, and verify that Caps Lock is not changing the entry.
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Sign in with an OTP
When Amazon offers a one-time security code, it sends a temporary code to the delivery method associated with the account. Enter the registered email address or mobile number, request the code if prompted, and type the current code exactly as received. A delayed code can become invalid after a newer code is issued, so use the most recent message.
If the code does not arrive, select Resend OTP on the sign-in page. Requesting another code does not correct an unregistered phone number, a blocked sender, or a full inbox, so complete the checks in the troubleshooting section before repeatedly requesting codes.
Sign in with a passkey
A passkey replaces a typed password with a credential stored on a compatible device or passkey manager. If Amazon presents a passkey prompt, follow the device’s unlock instruction, such as its screen lock or biometric check. The passkey must be available to the browser, app, or device where the sign-in is taking place.
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If the passkey is not available, do not delete other credentials while troubleshooting. Return to the sign-in choices and use the password or code option Amazon offers. If no usable option appears, use Password Assistance or the two-step-verification recovery route below.
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Reset a forgotten Amazon password
Amazon’s Password Assistance flow verifies you with a one-time password before allowing a new password to be created. You do not need to know the old password to begin.
- Open Amazon’s password-help or Password Assistance page from the sign-in screen.
- Enter the email address or mobile phone number associated with the account.
- Select Continue.
- Retrieve the OTP Amazon sends by email or SMS and enter it to authenticate the request.
- Follow the prompts to create and save a new password.
- Return to sign in with the same registered identifier and the new password. Complete any additional OTP or two-step-verification challenge.
Choose a password that is not reused on another site. If you suspect that someone else saw the old password, change it immediately rather than waiting to confirm whether the account was accessed. A reset only works when the email address or phone number can still receive Amazon’s verification message; losing that channel may require the account-recovery process.
Understand Amazon two-step verification
Amazon describes two-step verification (2SV) as an additional security layer on top of the password. When 2SV is active, a successful sign-in requires both the password and a unique code. Amazon can send the code by text message or generate it with an authenticator app.
To manage the feature after signing in, open Your Account > Login & security. That area is also where Amazon says you can edit the account name, email address, mobile number, or password. Keep at least one working verification method before removing or replacing another.
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An authenticator app can be useful when text messages are delayed or unavailable. It is an optional 2SV method documented by Amazon, not a separate Amazon account or a requirement for every customer.
Fix an Amazon OTP that never arrives
Work through these checks in order. They address delivery problems before you begin a full identity-recovery request.
- Check the connection. Confirm that the phone has mobile service or that the device using email has a working Wi-Fi or data connection.
- Confirm the registered number. Compare the number shown or expected for the account with the phone currently in your possession. A code sent to an old number will not appear on a replacement phone.
- Check message capacity. Clear a full SMS inbox so a new message can be delivered.
- Look for blocking. Verify that Amazon’s sending number is not blocked by the phone, messaging app, carrier filter, or email spam controls.
- Restart the phone. Rebooting can restore carrier registration and allow a queued message to arrive.
- Request another code. Select Resend OTP on the sign-in page, then use the newest code rather than an earlier one.
- Use an authenticator app if configured. If the account already has an authenticator method, enter the current generated code instead of waiting for SMS.
Do not share an OTP with anyone who contacts you. Amazon uses the code to prove control of the account during sign-in or recovery; forwarding it can give another person the same proof.
Use Amazon’s alternate sign-in process on a new or untrusted device
Amazon documents a special procedure for a new or untrusted device when two-step verification is involved. It is different from simply typing the code into a separate field.
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- Enter the Amazon email address or mobile number.
- Enter the Amazon password.
- Wait for the security code to arrive.
- Append the security code directly to the end of the password, with no extra space or punctuation.
- Submit the combined password-and-code entry again.
For example, if the password ends with RiverStone and the current code is 482731, the second submission would be RiverStone482731. Use your real password and current code, not this example. Amazon notes that this alternate process does not save the device as trusted, so a later sign-in may request verification again.
Recover an account when two-step verification fails
If you cannot receive the 2SV code and the alternate method does not work, Amazon provides an identity-verification recovery path. This is the route for a lost phone, inaccessible authenticator, or other unavailable 2SV method.
- Select Sign in with Amazon.
- Enter the account phone number or email address.
- Enter the Amazon password, passkey, or sign-in code requested by the page.
- When Amazon asks for the 2SV code, choose Didn’t Receive the Code.
- Select Two-Step Verification Account Recovery.
- Follow every on-screen identity-verification instruction.
Amazon says it cannot change 2SV settings until identity is successfully verified. Enter information that matches the account records and complete the process from a device and connection you can reliably use. Avoid creating a second account with a different email address as a workaround; it will not restore orders, payment details, or subscriptions attached to the original account.
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A failed login is sometimes an identifier problem rather than a password problem. Check the following before resetting anything:
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- Use the exact email address or mobile number currently attached to the account.
- Check for a typo, an omitted country or area code, or an extra space copied from another app.
- If you have more than one Amazon account, confirm which account contains the orders or services you are trying to access.
- Use the same regional Amazon site and app context in which the account was created when possible; a different marketplace can display different account prompts.
If Password Assistance accepts the identifier and sends an OTP, you have confirmed that Amazon recognizes it for an account. If no message can be received at that address or number, continue with two-step-verification recovery or Customer Service rather than guessing passwords.
Independent reader supportYour contribution helps us test, update, and keep practical guides available for everyone.Contact Amazon when self-service recovery cannot restore access
Amazon Customer Service says it can help through phone, chat, email, and self-service. Its Customer Service area is described as available 24/7 and accessible from the mobile app or desktop.
- Open Amazon’s Customer Service area in the app or on the desktop site.
- Choose the account-sign-in, password, verification, or security topic closest to the problem.
- Explain whether the failure is a forgotten password, an inaccessible phone number, a missing OTP, an unavailable passkey, or a 2SV recovery issue.
- Use the contact option offered—phone, chat, email, or self-service—and follow the identity checks requested by Amazon.
Do not send your password or a one-time code to a person claiming to be support outside Amazon’s Customer Service channels. A legitimate support interaction should not require you to disclose the secret value used to sign in. If you entered your password on a website you believe was malicious, change the Amazon password immediately and change it anywhere else you reused it.
Secure the account after you regain access
- Review Login & security. Confirm that the name, email address, mobile number, and password shown there are yours.
- Enable two-step verification. Amazon recommends using 2SV to add a second security layer.
- Keep recovery channels current. Replace an old phone number or email address before it becomes the only verification route.
- Consider an authenticator app. It provides a documented alternative to SMS when configured on the account.
- Protect passkeys and devices. Keep the device lock enabled and do not enroll a passkey on a shared device unless every user is trusted.
- Reject third-party credential requests. Amazon explicitly warns: “Do not share your Amazon credentials with third-party tools or sites.”
- Change a potentially exposed password at once. Amazon advises immediate action if a password was entered on a site believed to be malicious.
A practical decision path for common login failures
| What you see | Most likely issue | Action |
|---|---|---|
| Password rejected | Case-sensitive error, wrong identifier, or forgotten password | Re-enter the identifier and password carefully; then use Password Assistance |
| No OTP message | Connection, full inbox, blocked sender, wrong registered number, or delay | Check phone/Wi-Fi, inbox capacity, blocking, and number; select Resend OTP |
| 2SV code unavailable | Lost phone or inaccessible authenticator | Choose Didn’t Receive the Code, then Two-Step Verification Account Recovery |
| New device keeps asking for verification | The alternate process does not save the device as trusted | Complete the code challenge each time or use the normal trusted-device option when available |
| Passkey missing | The device or passkey manager is unavailable | Choose password or code sign-in; use recovery if no alternative appears |
| No recovery channel works | You cannot receive the OTP or complete identity checks | Open Customer Service and request account-access help through an official channel |
What not to do during recovery
- Do not keep submitting old OTPs after requesting a newer one; use the latest code.
- Do not append a code to the password unless Amazon’s alternate sign-in instructions are displayed for the new or untrusted device flow.
- Do not give passwords, passkeys, or OTPs to third-party tools, websites, or unsolicited callers.
- Do not assume that creating a new Amazon account will recover the inaccessible account.
- Do not remove the only working 2SV method until another method has been tested.
Where each account task is handled
| Task | Amazon location or flow | Information required |
|---|---|---|
| Normal sign-in | Sign-in page or app | Registered email or mobile number plus password, OTP, or passkey as offered |
| Password reset | Password Assistance | Registered email or mobile number and the OTP sent by Amazon |
| 2SV settings | Your Account > Login & security | Successful account access and any requested verification |
| 2SV account recovery | Sign-in page > Didn’t Receive the Code > Two-Step Verification Account Recovery | Account identifier, password/passkey/sign-in code, and identity-verification details |
| Human support | Customer Service | Issue description and the identity checks Amazon requests |
Key points to remember
Amazon sign-in starts with the registered email address or mobile number and then uses the credential offered for that account: password, OTP, or passkey. Passwords are case-sensitive. Missing OTPs are usually addressed by checking connectivity, the registered number, message capacity, blocking, and the Resend OTP option. A new or untrusted device may require the security code appended to the password, and Amazon says that process does not save the device as trusted. When 2SV cannot be completed, use Didn’t Receive the Code followed by Two-Step Verification Account Recovery; Amazon must verify identity before changing 2SV settings. For unresolved access problems, Customer Service provides phone, chat, email, and self-service support 24/7 through the app or desktop.
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