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Help & Customer Service

# Quick Fixes for Alexa Calling

If you’re having trouble with Alexa Calling, here are some solutions that may help.

For more information about signing up for Alexa Communication and making calls with Alexa, go to Alexa Calling.

## Check Your Device

Make sure you're using the Alexa app on a supported device, or a compatible device to make the call. For more information, go to About Alexa Calling and look for the "Compatible Devices" section.

Note: At this time, the Alexa app supports Alexa voice interaction only on compatible Android devices (running Android OS 5.0+). To learn more, go to Talk to Alexa from the Alexa App

## Check Your Wi-Fi Connection

Alexa uses your compatible device’s Wi-Fi network to make calls, and requires a strong connection. Any problems with your network can affect call quality, or cause the call to drop.

Restarting your compatible device, Internet modem, and router typically resolves most intermittent Wi-Fi issues:

1. Turn off your router and/or modem, and then wait 30 seconds.
2. If you have both a router and modem, turn your modem back on first and wait for it to restart. Then turn on your router.
3. While your network hardware restarts, unplug the power adapter from your Echo device for three seconds, and then plug it back in. If you're using a compatible tablet instead of an Echo device, restart it by pressing the power button for three seconds and selecting Restart from the menu.

For more help with Wi-Fi connection problems, go to Streaming Issues on Alexa Devices.

## Check Your Contacts

Check the contacts list on your mobile phone to make sure the contact you’re trying to reach is saved correctly. Confirm that you’re saying the name as it’s entered, and also check for any typographical issues that might make it hard for Alexa to understand who the contact is.

Note: Alexa periodically checks for updates to your phone’s contacts list. If you just added the contact you’re trying to reach, make sure it’s completely saved to your phone. Then close and re-open the Alexa app, and try looking for the contact again by selecting the Communicate icon and selecting the Contacts icon.

## Check the Number You’re Calling

If you’re trying to reach a mobile or landline number, keep in mind that Alexa only supports calls to most numbers in the U.S., U.K., Canada, and Mexico.

Note: Alexa Calling does not support calls to the following types of numbers:

- Emergency service numbers (for example "911")
- Premium-rate numbers (for example "1-900" numbers, or toll numbers)
- Three digit numbers / abbreviated dial codes (for example "211")
- International numbers (numbers outside of the U.S., U.K., Canada, and Mexico)
- Dial-by-letter numbers (for example "1-800-FLOWERS")

## Sign Out from the Alexa App

Try signing out from the Alexa app:

1. Go to the menu and select Settings.
2. Select Sign Out.
3. Sign back in to the app when prompted. Make sure to enter information for the Amazon account your Alexa devices are registered to.
4. Check your Alexa contacts list again by opening the Communicate icon, and selecting the Contacts icon.

Note: This sign out process is not available for Fire tablets. You can deregister and register the tablet again. To learn more, go to Register or Deregister a Fire Tablet.

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