What can I do if a tablet won't finish account setup?
Answer
This most often happens when the device is still linked to a previous account's payment profile, or when the payment details entered don't exactly match what the bank has on file. Deregistering the old account and matching the payment details exactly usually resolves it.
Before you start: stop right away if…
- Deregistering a device removes its link to the previous account's content and settings; confirm nothing important still needs to be transferred first.
Follow these steps
Deregister the device from any previous account
If the device still shows another person's account or payment profile, go to its settings and deregister it from that account first.
You should see: The device shows as not registered to any account.
Confirm Deregister when prompted
Complete the on-screen confirmation to finish removing the previous account link.
You should see: The device returns to its initial setup screen.
Add the payment method with exact matching details
In the account's payment settings, enter the bank account or card details using the exact name and billing address your bank has on file.
You should see: The payment method is accepted without a decline message.
Enter the device PIN if requested
If a 4 to 6 digit PIN is requested and one was set previously, try any PIN that may have been used before on this device.
You should see: The device accepts the PIN or lets you reset it if it's wrong.
Use only the most recent verification code
If a verification code is sent to confirm the account, use only the latest code received, since requesting a new one invalidates the previous code.
You should see: The code is accepted and verification completes.
Sign in with your own account email and password
Once the device is deregistered and payment is set up, sign in using your own account email and password to finish setup.
You should see: The device finishes setup and shows your account's home screen.
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Extra tips
What to look for: A message that a payment method was declined, or that the device is still associated with another account, during setup.
Before you change anything: Confirm whose account the device was previously registered to, if anyone. Check that the name and billing address you enter exactly match what your bank has on file. Confirm you are on the official retailer's website or app before entering any account or payment details. Never share your account password or one-time verification codes with anyone.