How do I get an Echo device playing again after phone service returned?
Answer
Sign in to the Alexa app with the same Amazon account used for shopping or Prime, confirm the Echo is on Wi-Fi, then restart the Echo. A password is only needed for your own Amazon account sign-in—not for random callers.
Before you start: stop right away if…
- Never share your Amazon password or one-time codes with anyone who contacts you unexpectedly.
- A factory reset removes the Echo from the account and requires full setup again.
Follow these steps
Sign in to the Alexa app
Open the Alexa app and sign in with the same Amazon account email used for Amazon shopping or Prime on that household.
You should see: The app shows your devices list without an unexpected account error.
Confirm the Echo is online
In Devices, select the Echo and check that it shows Online on the current Wi-Fi network. Re-enter Wi-Fi if it is Offline.
You should see: The Echo status changes to Online.
Restart the Echo
Unplug the Echo for 30 seconds, plug it back in, wait for the light ring to settle, then ask it to play music or a flash briefing.
You should see: The Echo responds and plays audio again.
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Extra tips
What to look for: An orange or spinning light on the Echo, Offline in the Alexa app, or a request to sign in with an Amazon email.
Before you change anything: Use the Amazon email that owns the Echo. Have your Wi-Fi password ready. Do not factory reset first if you can reopen the Alexa app. Never give your Amazon password to an unexpected caller.