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Help & Customer Service

# About Problems Signing In

If you're having trouble signing in, you may be entering in an incorrect account information.

If you're having trouble signing in, here are some things to check:

Clear Your Browser's Cache and Cookies

  Your Internet browser's "Help" menu will have instructions for how to clear the cache and cookies.

CAPS Lock and NUM Lock on Your Keyboard

  Passwords are case sensitive, so "PASSWORD" and "Password" are recognized as two different passwords.

Incorrect E-mail Address

  Your e-mail address must be in this format: username@domain.com (or .net, .org, .edu, etc.). If you have more than one e-mail address, be sure that you're using the correct e-mail address and password combination for the account you are trying to access. Also, if your computer is set to auto-complete the e-mail, make sure it's the correct e-mail address listed.

Incorrect Mobile Phone Number
  If you created your account with a mobile phone number, you'll need to use your mobile phone number to sign in to your account. Your mobile phone number must include your country code.

Incorrect Password

  If you're sure you're using the correct e-mail address or mobile phone number, try to reset your password. For more information, go to Reset Your Password.

What is "CAPTCHA" or User Validation?
  Amazon.com implements CAPTCHA on several features on Amazon.com such as password changes. You will be presented with a picture, and asked to copy the text string in the picture into a text entry field before continuing. By selecting, "Hear the challenge", you will be presented with an audio clip containing 7 numbers that can also be entered in the text field.

  Note: CAPTCHA is not case-sensitive.

  Note: Why We Do This: The task of copying the text from the picture into the entry field helps prevent automated programs from accessing your accounts on Amazon.com.

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