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Amazon sign-in starts with the email address or mobile number registered to your account. Amazon may then ask for a password, a one-time security code, or a passkey, depending on what is enabled and what the sign-in page offers. If you cannot continue, use Password Assistance for a forgotten password, request another OTP when a code does not arrive, or start the official Two-Step Verification Account Recovery flow when you no longer have your 2SV method.
This guide follows Amazon’s current customer-help procedures. It explains the normal browser and app sign-in process, password resets, missing OTPs, two-step verification (2SV), passkeys, untrusted-device checks, identity recovery, and ways to reach Customer Service without already being signed in.
Which Amazon sign-in method should you expect?
Amazon identifies your account first with its registered email address or mobile number. After you select Continue, the service presents the authentication method available for that account. The three routes documented in Amazon’s customer-help material are a password, a one-time security code (OTP), and a passkey.
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| Method | What you enter | What access it depends on | Typical failure | Best next action |
|---|---|---|---|---|
| Password | Your Amazon password after entering the account email or mobile number | Knowing the current password | The password is wrong or its capitalization differs; Amazon passwords are case-sensitive | Recheck the identifier and capitalization, then use Password Assistance if the password is forgotten |
| One-time security code (OTP) | A code sent by Amazon after you identify the account | Access to the registered email address or phone | The message is delayed, the inbox is full, the number is blocked, or the wrong number is registered | Check connectivity and the registered contact, then choose Resend OTP |
| Passkey | The passkey offered by the sign-in page | Availability of the device or account method where the passkey is stored | The passkey is unavailable on the device or you select a different offered method | Use the password or OTP option shown on the same sign-in page, or recover the account if no method works |
| Two-step verification | Your password plus a separate 2SV code | The phone receiving text messages or an authenticator app | The 2SV code is not delivered or the configured method is unavailable | Use “Didn’t Receive the Code” and then “Two-Step Verification Account Recovery” |
These methods are not interchangeable at every prompt. For example, a 2SV-protected account still requires both the password and the second-factor code when 2SV is active. A sign-in OTP used to authenticate a login or password-reset request is different from the additional 2SV code requested after the password.
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Prepare before you sign in
A few checks prevent the most common loops and failed attempts:
- Have the exact email address or mobile number associated with the Amazon account. An address or number belonging to a different account will send you through the wrong authentication path.
- Remember that Amazon passwords are case-sensitive. Check uppercase letters, lowercase letters, spaces, and any password-manager entry before trying again.
- Keep the registered phone connected to its mobile network or Wi-Fi, and make sure the email account used for Amazon can receive new messages.
- If you expect a text, make room in a full message inbox and verify that Amazon’s sending number is not blocked.
- If you use an authenticator app for 2SV, have that app available before starting the login.
- Use the current Amazon mobile app or a desktop browser you trust. The labels can vary slightly by country, app version, or whether Amazon is asking for a password, an OTP, a passkey, or 2SV.
How to sign in to Amazon
- Open Amazon and choose Sign in. Use the Amazon app or the Amazon website for your country. Start from Amazon’s own sign-in screen rather than a link supplied by an unrelated service.
- Enter the registered email address or mobile number. Select Continue. If the account is not recognized, stop and verify the spelling, country or regional format of the phone number, and whether you are using the contact information tied to the intended account.
- Complete the method Amazon offers. Enter the password, use the passkey prompt, or enter the one-time security code. Do not substitute a code from an earlier attempt; request a fresh code if the page offers that option.
- Enter the password exactly. Because passwords are case-sensitive, a visually similar uppercase or lowercase character still produces a failed login. If you cannot recall the password, stop repeated guesses and use the Password Assistance procedure below.
- Enter any additional 2SV code. When 2SV is enabled, Amazon requires the password and the unique code generated by an authenticator app or sent by text message. A successful password entry alone is not the end of the process.
- Finish the sign-in prompt. If the page offers an option to resend an OTP and the first code has not arrived, use Resend OTP once you have checked the delivery troubleshooting steps.
After a normal successful login, Amazon may remember a device according to the choices and security checks shown on that account. The alternate untrusted-device process described below does not save the device as trusted.
When Amazon asks for a code on a new or untrusted device
Amazon documents a special sequence for a new or untrusted device. Enter the email address and password first. Wait for the security code. Then append the code to the end of the password, with no change to the account identifier, and submit the combined password-and-code value again. This alternate process verifies the device but does not allow that device to be saved as trusted, so a future sign-in may ask for another verification.
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Reset a forgotten Amazon password
Use Amazon’s Password Assistance flow rather than trying to guess the old password.
- Open the Amazon sign-in page and select the link for forgotten-password help or Password Assistance.
- Enter the email address or mobile phone number associated with the account, then select Continue.
- Amazon sends a one-time password (OTP) to the available email address or phone. Retrieve that code and enter it on the verification screen.
- After Amazon authenticates the request, create a new password and submit the reset.
- Return to the sign-in page and use the account identifier and new password. If 2SV is active, complete the separate 2SV challenge as well.
The reset message is sent only to a contact method Amazon associates with the account. If you do not recognize the destination or cannot access it, do not keep submitting guesses; use the 2SV recovery and Customer Service routes later in this guide.
What to do when an Amazon OTP does not arrive
Start with delivery checks before requesting many new codes. Each new request can make it unclear which code is current.
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- Check the connection. Confirm that the phone has mobile service or Wi-Fi and that the email account is online. A weak connection can delay both text and app-based steps.
- Confirm the registered number. Compare the number shown or expected by Amazon with the phone in your hand. A different number, country code, or old number means the message may be going elsewhere.
- Check for a full message inbox. Delete or archive messages if the phone cannot accept new texts.
- Restart the phone. A restart can force the device to reconnect to the mobile network and refresh message delivery.
- Check blocked senders. Make sure Amazon’s number has not been blocked by the phone, carrier, or messaging application.
- Choose Resend OTP. Use the control on the Amazon sign-in page after the checks above. Enter the newest code that arrives, not an older code from the same attempt.
- Use an authenticator app when available. Amazon documents an authenticator app as an alternative way to generate a 2SV code. This option is useful when text delivery is the problem, but it works only if the app was configured for the account.
If the sign-in page still cannot verify you, do not provide a code to anyone who contacts you outside the Amazon sign-in or Customer Service experience. Move to the official 2SV account-recovery procedure when the missing code is specifically the second-factor challenge.
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Amazon describes two-step verification as “a feature that adds an extra layer of security to your account log-in.” With 2SV enabled, the password is only one part of the credential. Amazon also requests a unique code delivered by text message or generated by an authenticator app.
Where to review 2SV settings
After signing in, open Your Account > Login & security. Amazon uses this area to manage security details, including 2SV, and to edit the account name, email address, mobile number, or password. The exact controls shown can depend on the account and region.
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Why a correct password can still fail
A correct password does not bypass 2SV. If Amazon asks for the additional code, it is waiting for the second factor configured for that account. A text-message delay, a changed phone number, or an unavailable authenticator app therefore produces a verification failure even when the password is correct.
Use the alternate code-and-password process correctly
On a new or untrusted device, Amazon’s alternate flow asks you to enter the email and password, wait for the security code, append that code to the end of the password, and submit again. This is a specific fallback for that prompt. It does not save the device as trusted, so it should not be confused with changing or disabling 2SV.
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Recover the account when 2SV is unavailable
When you cannot receive or generate the 2SV code, Amazon provides an identity-verification path. Follow the labels in this order:
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- 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.
- At the 2SV prompt, select Didn’t Receive the Code.
- Select Two-Step Verification Account Recovery.
- Complete every on-screen identity-verification instruction.
Amazon states that it cannot change 2SV settings until identity has been successfully verified. The recovery process is therefore not an instant bypass: provide the requested information accurately and follow the instructions on the page. If verification fails, use Customer Service for assistance rather than creating a second account and losing track of the original one.
Diagnose the sign-in problem by symptom
| What you see | Likely cause | Action |
|---|---|---|
| Amazon says the account cannot be found | The email or mobile number does not match the account you intend to use | Check spelling, regional phone format, and other email addresses or numbers you may have registered. Start again with the correct identifier. |
| Password rejected immediately | Wrong password or capitalization | Re-enter it carefully because Amazon passwords are case-sensitive. Use Password Assistance if you no longer know it. |
| OTP never appears | Connection, full inbox, blocked sender, incorrect registered number, or delivery delay | Work through the connection, number, inbox, restart, and blocked-number checks, then select Resend OTP. |
| Password accepted, then a code is requested | Two-step verification is enabled | Retrieve the text or authenticator code. If that method is unavailable, select Didn’t Receive the Code and start Two-Step Verification Account Recovery. |
| A new device keeps asking for verification | The alternate untrusted-device flow does not save the device as trusted | Complete the code-and-password sequence each time the page requires it; the alternate process itself cannot mark the device trusted. |
| Passkey cannot be used | The passkey is not available through the current device or prompt | Choose another method offered by Amazon, such as the password or OTP route. If no method is available, use account recovery. |
| Recovery cannot change 2SV | Identity verification has not been completed successfully | Follow the on-screen verification instructions again and contact Customer Service if you still cannot complete them. |
Contact Amazon when self-service sign-in fails
Amazon Customer Service supports phone, chat, email, and self-service assistance. The Customer Service home page is described by Amazon as available 24/7 and accessible from the mobile app or desktop. You do not have to limit yourself to a password-reset screen when the issue is an inaccessible phone, failed identity check, or other account problem.
From the mobile app
Open the Amazon app, go to its customer-service area, and choose the account or sign-in issue that most closely matches your problem. Select the available phone, chat, email, or self-service option. If the app session is not signed in, use the Customer Service entry point shown for unauthenticated help.
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Open Amazon’s Customer Service area from the Amazon website and select the sign-in or account-access topic. Choose phone, chat, email, or the relevant self-service instructions. Explain whether the failure is a forgotten password, missing OTP, inaccessible 2SV method, or identity-verification problem; those details help the representative route the case correctly.
After you regain access
Use Your Account > Login & security to review and update the account name, email address, mobile number, password, and 2SV settings. Make sure the contact information is current before ending the session so the next password or security-code request can reach you.
Protect the account after recovery
- Enable two-step verification. Amazon recommends 2SV because it adds a second security layer beyond the password. Choose text messaging or an authenticator app according to the methods available on your account.
- Keep credentials private. Amazon’s security guidance says: “Do not share your Amazon credentials with third-party tools or sites.” Enter the password and security codes only in Amazon’s own sign-in or support experience.
- Change a password exposed to a malicious site immediately. Amazon advises changing the password at once if you entered it on a website you believe may have been malicious.
- Review Login & security. Confirm that the email address and mobile number shown there are the ones you can access, and check the 2SV method before you need to recover the account.
Quick decision guide
- You know the password and have the registered contact: sign in with the email or mobile number, complete the password or passkey prompt, and enter any requested 2SV code.
- You forgot the password: use Password Assistance, verify with the OTP sent by email or SMS, and create a new password.
- The sign-in OTP is missing: check connection, registered number, message capacity, phone restart, and blocked senders, then select Resend OTP.
- The 2SV code is missing or unavailable: select Didn’t Receive the Code, choose Two-Step Verification Account Recovery, and complete identity verification.
- None of those paths works: open Amazon Customer Service from the app or desktop and request phone, chat, email, or self-service help.
Use only the method that matches the prompt on your screen. Password resets authenticate through Password Assistance, while a lost second factor requires the separate 2SV recovery sequence; treating them as the same problem is what causes many repeated login attempts.
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