Recover your Amazon account password

Your Amazon shopping and Prime access can share the same account credentials. A Prime Video profile PIN, a device lock, and an Amazon account password protect different things. Identify the prompt before changing a password so you do not solve the wrong problem or reset another household member's account.

This page is for your own consumer Amazon account. Employer systems and seller-specific access have their own support routes. If the missing credential belongs to the email receiving Amazon messages, recover that mailbox first; see Apple and Google account recovery where applicable.

1. Open Amazon and choose the account's reset option

Amazon's own Prime login instructions explain that the Prime login is the Amazon login. Open Amazon's sign-in screen for the marketplace you use and select the forgotten-password option. Enter the email address or mobile number associated with your account.

Check the identifier carefully. A family member's account may supply a shared household benefit without being your personal sign-in. If several people use the same browser, a saved email entry can belong to someone else. Search your own order messages or account records to establish which identity you need.

Do not rely on a copied reset URL that opens an error or asks for unexpected information. Starting from the official sign-in screen lets Amazon create the appropriate reset session. The destination should be Amazon's own account experience, not a page sent by an unknown person offering support.

2. Verify the requested code and choose a new password

Follow the steps in Amazon's password-reset walkthrough. Amazon sends a one-time password through the available contact method, then lets you create a new account password after verification. Enter the code in the flow you initiated and keep it private.

If a message does not arrive, inspect the displayed destination and your mailbox filtering. For a phone, check that it is still your active number. A code sent to an old number that has been reassigned should not be obtained from its new owner; return to Amazon's available alternatives or support.

Choose a unique password, then test the account at the normal sign-in page. Update the saved password only after confirming the intended account opens. The change can affect other Amazon experiences using that same account, so an app asking you to sign in again is not necessarily another compromise.

3. Treat a second verification request separately

If Amazon asks for a configured authenticator or another security check after the password reset, follow that request's official alternatives. The Prime login guide covers resetting the password; it does not mean a reset email removes every additional account protection.

Check another trusted device or a backup method you previously enabled. If the authenticator itself is missing, its recovery options may restore access, but only if an appropriate backup or synchronized copy exists. The lost-authenticator guide helps distinguish that problem from a password failure.

When no offered method works, reach Amazon customer support through Amazon's own site or app. Describe the exact verification stage and which contact methods are unavailable. Do not send a password or code to a caller who says they can manually bypass the screen.

If a security message surprises you

Open Amazon directly and compare the account state with the message's claim. An email demanding immediate payment, gift cards, or a code to cancel a supposed incident should not decide where you sign in. Secure the mailbox associated with Amazon if you suspect someone can read its reset messages.

If the official flow requests evidence, provide only what it asks for within that verified process. Do not upload a collection of account or purchase records to a stranger's recovery form. Keep a note of legitimate support correspondence so later messages can be matched to the case you actually opened.

After you regain access

Review the account's email, mobile number, and available security settings. Amazon's two-step verification instructions identify Login & security as the place to set up an additional sign-in code. Check recent activity and address any unfamiliar changes through Amazon. Test a backup verification route before removing an old device, and keep the recovery information reachable without depending on a single phone.

Login.com's Amazon account sign-in guide helps you return to ordinary access after recovery. Label the saved credential with the correct marketplace and account email if you maintain more than one identity. A clear record avoids another reset simply because a shared device offered the wrong saved login.

Instructions checked against vendor guidance on 25 September 2026.