echo show can't find your amazon account

An unfortunate yet widespread problem is when your Echo Show can’t find your Amazon account.

However, since it is known, its solutions are also very well known.

The most common of them is just resetting the system to the factory.

If you are still curious why such a problem happens and want to avoid it in the future, as well as fix it right now, we have prepared a complete guide for you!

Your Echo Show prompts, “we can’t find your Amazon account” because it is already connected to another account. Then you must disconnect the device from it.

Your Echo Show Can’t Find Your Amazon Account?

why does echo show can't find

If you just acquired (or received as a gift) an Echo Show and have been receiving a screen saying, “we can’t find your Amazon account,” there is no need to panic.

Many users have reported the same problems on Reddit and Amazon support forums. 

Alright, it is a common problem, but what is causing it? 

Your Echo Show Is Already Logged Into Another Account

The most common reason your Echo Show won’t recognize your account credentials is your device is still connected to another user’s account. 

How does that happen, though? 

1. You Bought Your Echo Show from a Previous Owner

It might simply be that the previous owner didn’t remember to log out, and then their data is still in the device.

2. You Received Your Echo Show as a Gift

It might perhaps they bought it without letting Amazon know you bought it as a gift.

That way, Amazon automatically assigned the Echo Show to their account.

3. You Bought Your Echo Show from Untrusted Sources

 echo bought from untrusted sources

Some sellers on eBay or other secondhand markets sell stolen products (perhaps without knowing).

With a stolen product, it is hard to get the proper support from Amazon, whatever the problem you face

4. Your Internet Is Not Loading The Data  

Sometimes the network fails to deliver the data you need, and it will result in undesired errors, such as your Echo Show saying that it can’t find your Amazon account. 

Tip: Only buy used products from people you can count on to help you.

Echo Show Doesn’t Allow Multiple Accounts

In any case, your Amazon Echo won’t let you enter credentials for a new account because of the very nature of the device. 

While some devices allow for multiple accounts, Amazon Echo doesn’t.

Instead, it is a fully personal device that stays connected to one person’s Alexa and any other Amazon services used by them. 

Tip: Only buy your Amazon Echo from trusted sources to avoid this problem.

How To Fix “We Can’t Find Your Amazon Account” On Echo Show

how fix echo show cant find amazon

There are many ways in which you can fix the error message you are getting on your Echo Show. 

We will show you the most simple ones first. If they don’t work, then try the ones we will teach you further below.

Step #1. Restart Your Echo Show 

This is the first thing to try with a malfunctioning device. Here is how to do it with your Echo Show: 

  1. Unplug the Echo Show and then plug it back in.
  2. Press the mute and volume-down buttons at the same time for a few seconds.
  3. Release both buttons after 15 seconds.

You should be prompted to insert your credentials again. If that does not work, then try any of the next solutions.

Step #2. Check Your Internet Connection

First of all, make sure your device is connected to your Wi-Fi. 

If it is connected to the Wi-Fi, it is worth turning your router off for a minute and then turning it back on.

Sometimes the network is jammed, and resetting the router helps.

Step #3. Factory Reset

try the factory reset

The hardware reset procedure, or Hard Reset, is also called a factory reset.

This tutorial shall assist you in performing a factory reset on your Echo Show.

Note: If you are the original owner making a hard reset, ensure you have a backup of your important files!

To factory reset your Echo Show, you must follow these simple steps:

  1. Swipe across the top of the screen and open the notification bar and tap settings.
  2. Find Device Options and click it.
  3. Choose Reset to Factory Defaults.
  4. Confirm all factory reset by clicking on Reset in the lower right corner of the screen.
  5. Wait a while until the green progress bar at the bottom of the screen ends.
  6. Your Echo Show will restart.

Good job!

Factory reset is complete, and you should be able to use Alexa on your Echo Show without problems.

Step #4. Deregister The Device From Its Previous Account

deregister from the previous account

Maybe you already wiped all data from your Echo Show. Still, you cannot insert the credentials of your own account.

Unfortunately, that happened to some people, as seen in the Amazon support forums. 

When that happens, the reason is that the original owner’s account is still linked to the device, even if you manually reset the system

That is also the case when someone gifts you the device and their account is erroneously linked to the device.

That being the case, you surely need to reach the previous owner (or the person who gifted you) as soon as possible and ask them to unlink the Amazon Echo from their account. 

Note: When you buy an Amazon device to give as a present, mark it as a gift!
deregister your device

If it is you who needs to deregister the device from your account, here is how to do it:

  1. Log into your Amazon account;
  2. Find Contents & Devices on the dropdown menu and click on it.
  3. On the next screen, you will see Manage Your Content and Devices; on the same tab, just Devices. Click on it;
  4. Now, click on the Amazon Echo that you want to deregister and then on Deregister.

With the steps above, there should not be any more problems when you or anyone else tries to set up the Echo Show with a new account.

The message “we can’t find your amazon account” should be gone for good.

Suppose you bought any digital content for your account on the Echo Show. In that case, the content is still available for your account.

Only it is no longer in the device, so whoever sets up a new account on the device won’t have access to it.

Step #5. Reach Amazon Support Or The Seller

reach azmazon support

Now, perhaps two different scenarios might still occur:

  • You bought your device directly from Amazon, and it is brand new;
  • You bought the device second hand

If it is the first and resetting the device didn’t help, you need to get in touch with Amazon support. You can do it here.

Maybe they will ask you to return the device and send you a new one.

If you bought it secondhand and can’t seem to get rid of this issue by yourself, try and contact the seller.

Perhaps they bought and resold it without acknowledging the device’s state. Still, they can get in touch with the original owner to solve the problem.

Quick Recap:

You need to reset your Echo Show and check your internet connection. If that does not do the job, then proceed to resetting it to the factory or getting in touch with whoever sold or gifted it to you. 


In this article, you learned that your Echo Show can’t find your Amazon account when it is still linked to its previous user’s account.

As much as having trouble with electronic devices is frustrating, more often than not, we can find easy solutions.

Fixing it is simple: it needs to get disconnected from that account.

Nicole B