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Viet - E-Reader Tech
Viet - E-Reader Tech, Technician
Category: E-Readers
Satisfied Customers: 35271
Experience:  Troubleshoot issues with E-Readers.
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my granddaughter (9) put a lock/password ***** my kindlefire HD

Customer Question

my granddaughter (9) put a lock/password ***** my kindlefire HD and now cannot remember it. I am unable to access my library. Can you please override her PIN/password ***** that I can use my kindle. Thankyou
Submitted: 1 year ago.
Category: E-Readers
Expert:  Viet - E-Reader Tech replied 1 year ago.
Hello! Thank you for your question. I will be assisting you today.

I'm sorry about the issue. Do you mean you cannot open anything on the kindle fire HD at all?

Is it okay to reset the kindle and re-set it up fresh?

Please reply at the box below. Thank you.
Customer: replied 1 year ago.

Cannot open anything. Pop-up says to try entering password Then goes back to opening page. Unable to access my library

Expert:  Viet - E-Reader Tech replied 1 year ago.
Thank you. Please do the followings:

  1. From Home, swipe down from the top of the screen, and then tap More.
  2. Tap Device.
  3. Tap Reset to Factory Defaults, and then tap Erase Everything.

Your Kindle Fire will restart. Then you can set up and use the kindle again.

Please let me know. Thank you,

Customer: replied 1 year ago.

Cannot swipe down. Only partial page whicj states "No notifications".

Expert:  Viet - E-Reader Tech replied 1 year ago.
Press & hold the power on/off button on the kindle for about 30 seconds, then turn it back on, then see if you can swipe down and go to option More, etc. Thank you.
Customer: replied 1 year ago.

Cannot pull home page down. Followed your advice re 30 seconds etc but only got the "Set PIN/Lock (required) box yet again

Expert:  Viet - E-Reader Tech replied 1 year ago.
Sorry, can you enter the wrong pin for at least 5 times, then it will give yo uteh option to reset. Please let me know. Thank you.
Customer: replied 1 year ago.

Already explained this. Have tried this several times but whe trying to reset the page does not stay on screen long enough.

Expert:  Viet - E-Reader Tech replied 1 year ago.
Does it give you this screen:
Kindle Fire Reset Warning

If yes, what happens when you tap on Reset option right away? Thank you.
Customer: replied 1 year ago.

At the bottom of the above screen I only get Cancel or Next

Expert:  Viet - E-Reader Tech replied 1 year ago.
Can you tap on next / next, etc. quickly? Thank you.
Customer: replied 1 year ago.

Please read earlier answers. When I press Next, I get the option to try passwords and then I could reset, but this does not work as the screen appears for a few seconds only.

Expert:  Viet - E-Reader Tech replied 1 year ago.
I'm sorry, that is very strange. Let's try another way:

  1. On your computer or mobile device, sign in your Amazon account at the website below:
    https://www.amazon.co.uk/mycd
  2. Then select Your Devices.
  3. From the list of devices registered to your Amazon account, select your Fire Tablet.
  4. Select the Device Actions drop-down menu, and then select Remote Lock.
  5. Enter and then confirm a new password ***** PIN, and then select Lock Device.
  6. From your Fire Tablet, tap Unlock Device.
  7. Swipe in from the right edge of the screen to unlock your device. Enter your lock screen password ***** PIN, and then tap OK.

Please let me know. Thank you,

Customer: replied 1 year ago.

Have tried putting amazon.co.uk/mycd on my mobile but no Your Devices option. If I try on my laptop, I might lose this connection.

Expert:  Viet - E-Reader Tech replied 1 year ago.
This window will not close. On the laptop, just click on the website https://www.amazon.co.uk/mycd and continue. Once done, you can click back this window to continue with me, or click on the View... link in the email message from JustAnswer / Viet to continue. Thank you.
Customer: replied 1 year ago.

Only managed to get to Devices and my FireHD but no option for Device Actions etc in your instructions.

Do you have Kindle UK phone number? hopefully Freephone.

Expert:  Viet - E-Reader Tech replied 1 year ago.

Yes, please click on the website below:

https://www.amazon.co.uk/gp/help/customer/contact-us?ie=UTF8&initialIssue=asin-order&nodeId=200127470&ref_=hp_ss_comp_cu_v4&

, then select your kindle device
, and continue with some more selections
, then it will show you the Amazon/Kindle UK Phone number you can call.

Also, in the mean time, you can read your books on your computer at the website:

https://read.amazon.com/

And/or if you use a tablet or smartphone, you can download and install the Kindle app.

Please let me know. Thank you.

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