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Help & Customer Service

# Using Your Prime Exclusive Phone

Amazon is offering Prime members a selection of unlocked Android phones. These phones feature Google Mobile Services and are fully integrated with Amazon services. These phones come pre-installed with an Amazon experience that includes an Amazon widget where customers can view top deals, and a number of preloaded Amazon apps including: Amazon Appstore, Prime Video, Kindle Reading app, Amazon Photos, Amazon Music, Amazon Drive, Alexa companion app, and more.

## Setting Up Your Prime Exclusive Phone

When you set up your Prime Exclusive Phone, you can sign in with your Amazon account. After going through the initial Android setup process (includes connecting to Wi-Fi, creating a PIN, and optionally restoring accounts from previous device), you will reach the Amazon registration screen and can enter your Amazon username and password. If you don’t have an Amazon account yet, you can create one.

You will need to be connected wirelessly in order to complete the out of box setup for your Prime Exclusive Phone. If you need any help connecting to Wi-Fi, please contact your Internet Service Provider or the person who set up your network. If you’re having trouble signing into your Google account, you can skip this step or refer to Google support.

Note: Prime Exclusive Phones are intended for Amazon.com U.S. account holders. Some Prime benefits are unavailable while traveling internationally.

## Using Your Amazon Apps

- Prime Video
- Kindle
- Amazon Photos
- Amazon Music
- Audible
- Amazon Drive
- Goodreads
- Alexa
- Prime Now

## Using Alexa Hands-Free

To learn more about using Alexa Hands-Free on your supported smartphone, go to Set Up Alexa Hands-Free on Your Phone

## Using the Amazon Widget

The Amazon Widget gives you quick access to Deals of the Day and a selection of some of our best deals. You can tap on the widget to expand it and see more deals. You can also tap the magnifying glass to search Amazon or the web. If you’d prefer to remove this widget from your Home screen, you can press and hold it and drag it to X Remove at the top of the screen.

If you want to return the widget to the homescreen, you can long-press on the homescreen, select Widgets, and then hold and drag the Amazon Widget back onto your homescreen.

## Switch Accounts

If you want to change the Amazon account you are signed into on your Prime Exclusive Phone, tap the App Drawer icon (six dots) from the Home screen, select Settings, tap Amazon, tap Switch User, then YES to confirm. Type your username and password and then tap Sign into Amazon.

Note: When you sign into your phone using your Amazon account, the Amazon Appstore, Prime Video, Kindle Reading app, Amazon Photos, Amazon Music, Amazon Drive, and Prime Now will all be signed into the same Amazon account. If you sign out of your account and sign into a different one on any of these apps, the change will be carried over to all of these apps. You can assign different accounts to some of your single sign-on apps from the "Welcome" screen of the app by tapping "Use a different account for this app."

## About Lockscreen Offers and Ads

Starting February 7, 2018, an update to the Amazon Offers app to disable lockscreen offers and ads on Prime Exclusive Phones will be available for free. To remove these ads, you will need to be sure your device has the most up-to-date software version for the Amazon Offers app. You can check to see if this update is available in the “My apps & games” section of the Google Play Store. If you have enabled auto-updates in the Google Play Store, your Prime Exclusive Phone will update automatically when the Amazon Offers update is available and you’re connected to Wi-Fi.

Prime Exclusive Phones will still be available for Prime members, and will be available unlocked, giving you the freedom and flexibility to choose the wireless carrier and service that best fits your needs.

## Device Troubleshooting and Warranty Support for Your Phone

Contact the manufacturer of your Prime Exclusive Phone for device troubleshooting and warranty issues. You will need to contact relevant 3rd party support for any issues with apps, content, and services that are not provided by Amazon.

Note: Bootloader unlock codes are not available from Amazon or the manufacturers of Prime Exclusive Phones.

Company | Contact Information
Alcatel | 1-855-368-0829 Hours: Mon-Fri: 8:00 AM-8:00 PM CST; Sat: 9:00AM-4:00PM CST https://www.alcatelonetouch.us/contact
BLU | 1-877-602-8762 Hours: Mon-Fri: 9:30 AM-5:30 PM EST https://bluproducts.com/index.php/contact-service
Motorola | 1-800-734-5870 Hours: Mon-Fri: 7:00 AM-10:00 PM; Sat-Sun: 9:00 AM-6:00 PM CST https://motorola-global-portal.custhelp.com/app/mcp/landing_troubleshooter/g_id/5059
Google | https://support.google.com
Nokia | Nokia Chat Support or Open the Support app on your Nokia phone and select Support Chat.
LG | 1-800-793-8896 Hours: 24 hours a day, 7 days a week https://www.lg.com/us/support

## Activating Your Phone

For help activating your phone with a wireless carrier, go to one of the links below:

AT&T:

https://www.att.com/shop/wireless/byop.html

Sprint

https://www.sprint.com/en/landings/bring-your-own-phone.html

T-Mobile

https://www.t-mobile.com/bring-your-own-phone.html

Verizon

https://www.verizonwireless.com/bring-your-own-device/#checkDevice

## Is There a Limit to How Many Prime Exclusive Phones I Can Buy?

Quantity limits apply to the number of Prime Exclusive Phones that can be purchased in a 12 month period and vary by device, see device detail pages for details.

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