Go to Amazon's sign-in page. Click "Forgot your password?" Enter your email or phone. Check for a reset link or code.
Set a new password. That's the standard path. If you've lost access to your recovery email or phone, you'll need to fill out Amazon's account recovery questionnaire.
It asks for details like past orders or linked payment methods.
The Problem: Why You're Here
You're staring at a login screen that won't let you in. Maybe you typed the wrong password one too many times. Maybe you haven't logged into your Amazon account in months and the password is nowhere in your memory.
Or worse, you can't access the email or phone number you used to set up the account.
Forgetting a password is frustrating. Losing access to your recovery methods turns that frustration into real panic. Most people get through a standard reset in about two minutes.
But the ones who get stuck share one common mistake: they never updated their recovery options after changing their phone number or email.
This guide walks you through every possible path back into your account. No matter what you've lost access to, there's a way forward. The information here is based on real user experiences and Amazon's official help documentation, backed by our editorial policy.
No guesswork.
Image source: Bing (Web (fair-use with source credit))
What Actually Happens When You Reset
Here's what a normal password reset looks like:
- Go to Amazon's sign-in page.
- Click "Forgot your password?"
- Enter the email address or phone number on your account.
- Amazon sends a one-time link or SMS code to that email or phone.
- Click the link, set a new password (at least 6 characters, case-sensitive), and you're back in.
The whole thing takes about 90 seconds if you have access to your recovery method. The reset link expires after 24 hours. If you don't use it in time, you start over.
But the process changes drastically if you've lost access to that email or phone. That's the fork in the road. The next section helps you figure out which branch you're on.
Decision Tree – Pick Your Situation
Find your situation below and jump straight to the right branch. Don't waste time on steps that don't apply.
| Your situation | Go to |
|---|---|
| You remember your email or phone and still have access to it | Branch A |
| You don't have access to your recovery email or phone | Branch B |
| You have two-step verification turned on but lost your phone or authenticator app | Branch C |
| Your account is locked due to too many failed attempts or suspicious activity | Branch D |
If you're unsure what recovery methods you have: Try Branch A first. If the reset link never arrives or you can't receive the SMS, fall back to Branch B.
Simple rule: Do you have access to something Amazon can send a code to? If yes, use Branch A. If no, you'll need the account recovery questionnaire (Branch B).
Branch A: Standard Password Reset (Email or SMS)
This is the fastest path. You need the email or phone number on your account, and you need to be able to receive messages there.
Step-by-step
- Go to Amazon.com and click Sign In.
- Click Forgot your password? (it's right below the password field).
- Enter the email address or phone number associated with your account.
- Choose how you want to receive the reset code: Email or Text message (SMS).
- Check your inbox or messages. The email comes from
account-update@amazon.comwith the subject "Amazon password assistance." Check your spam folder if it doesn't appear within two minutes. - Click the reset link in the email. If you chose SMS, enter the six-digit code.
- Enter a new password twice. Amazon requires at least six characters and it's case-sensitive. Use something you haven't used before.
- Click Save changes.
- You're logged in automatically. Amazon sends a confirmation email to let you know a password change occurred.
Image source: Bing (Web (fair-use with source credit))
What if the reset link doesn't arrive?
Wait five minutes. Email delivery isn't instant. Still nothing?
Check spam, junk, and promotions folders. Also double-check that you entered the right email address. If you have multiple email accounts, try them all.
If you chose SMS and the code never comes, try the email option instead. Some carriers have delays or block automated messages.
Pro tip: Update your recovery methods immediately
Once you're back in, go to Your Account > Login & Security > Account Recovery Settings. Add both a recovery email and a recovery phone number. This prevents future lockouts.
Do it while you're still logged in.
Branch B: No Access to Recovery Email or Phone
This is the hard path. You changed your phone number. You lost access to your old email.
Or you created the account years ago and never set up a backup recovery method. Amazon knows this happens. That's why they built the Account Recovery Questionnaire.
What's the questionnaire?
It's a detailed set of questions that only the real account owner could answer. Amazon uses it to verify your identity when you can't use the standard email or SMS flow. Questions can include:
- Names, quantities, and approximate dates of recent orders
- The last four digits of a credit or debit card saved on the account
- Billing address or shipping addresses you've used
- The email address you used when you signed up
- Answers to any security questions you may have set up
- Approximate date of account creation
- Names of items you've purchased, including digital orders like Kindle books or Prime Video rentals
How to start the questionnaire
- Go to the Amazon login page and click Forgot your password?.
- Enter the email or phone you think the account uses (even if you no longer have access to it).
- You'll see an option like "I no longer have access to these" or "Try another way to sign in." Click it.
- Amazon prompts you to verify your identity. It may ask for the last four digits of a card on file or information about a recent order.
- If you pass that initial check, you'll be taken to the full questionnaire.
- Fill out every field you can. The more accurate information you provide, the faster the process.
- Submit. Amazon reviews your answers manually. This takes anywhere from two to 48 hours.
What happens after you submit
You'll get an email from Amazon to the address you provided during the questionnaire (not necessarily the account email, but a contact email you give them). If they approve your identity, they'll send a temporary password or a link to reset your password.
If they deny your request, you can try again with additional information. Amazon customer support also steps in at this point. You can reach them via phone or chat.
Have your account details ready. Our contact page explains how to reach support teams for various services.
Tips for getting approved faster
- Provide exact order numbers if you remember them.
- Use the same device and internet connection you normally use to shop on Amazon.
- Be honest. If you don't remember something, leave it blank rather than guess.
- If you have an old Amazon receipt in your email, use it to jog your memory about shipping addresses and recent purchases.
Identity verification processes like these are covered in our privacy policy 2, which explains how companies like Amazon handle sensitive account data.
The next sections continue with Branch C, Branch D, common mistakes, pro tips, safety warnings, and more. But what we've covered here should solve the vast majority of password reset situations. If you're still locked out, keep reading, we'll get you through every edge case.
Image source: Bing (Web (fair-use with source credit))
Image source: Bing (Web (fair-use with source credit))