By DialHelpUSA Editorial Team · 300-word guide
Go to amazon.com/ap/forgotpassword. If your email and phone number are still on file, Amazon will let you reset the password through a verification code sent to your registered phone or email.
If the attacker already changed your email and phone, the self-service tool will tell you the credentials don't match - move to step 2.
Call 1-888-280-4331 24/7 and say "Account Security - my account has been compromised." The IVR routes you straight to the security team, bypassing normal customer service.
The security agent will ask for: (1) the email originally on the account, (2) the last shipping address you remember using, (3) the last order ID or last 4 digits of the card on file. Have these ready.
Once verified, the agent can: lock the account so the attacker can't change anything else, reverse pending orders, refund recent fraudulent purchases, restore your original email and phone, and force a password reset.
Full Amazon support details: Amazon Customer Service Phone Number.
Once you regain access, do these in order:
Many Amazon hacks start with a compromised email account. If your Gmail, Yahoo, or Outlook was also accessed, the attacker can keep resetting your Amazon password no matter how many times you change it.
Recover the email account first:
Only then return to securing Amazon - otherwise the attacker walks back in.
Even after Amazon resolves the account, the attacker may have copied your card details. Watch your credit-card and bank statements for 30 days for unauthorized charges anywhere - not just Amazon. Notify your bank if you see anything unfamiliar so they can issue a new card.
If your bank is Chase, Bank of America, or Wells Fargo, see our guides on Chase, Bank of America, or Wells Fargo fraud reporting.
Yes. The Amazon Account Security team can reverse pending orders and refund recent fraudulent purchases. Call 1-888-280-4331 immediately.
Initial lockdown is instant. Refunds for unauthorized orders usually post in 5-10 business days. Forensic investigation can take 30 days for complex cases.
Use Two-Step Verification, a unique strong password, and never reuse the password across other services. Most Amazon hacks succeed because the same password was leaked from another breached site.
If you've lost access to email, phone, and don't remember any account details, Amazon may require photo ID and a notarized affidavit. The phone team will explain the process.
Other questions our readers commonly ask about this topic:
Yes - Amazon customer service is reachable on a toll-free U.S. number that does not charge a per-minute fee. Standard mobile-carrier minutes may apply on metered cellular plans. International callers may pay long-distance charges depending on country and carrier. Visit our Amazon contact page for current toll-free numbers and hours.
Simple problems (account access, password resets, basic billing questions) typically resolve in a single 10-15 minute call. Complex issues (refund disputes, identity verification, escalated complaints) usually take 3-7 business days because they need supervisor review or document submission. If your case has stalled past 7 business days, escalate to a supervisor or the executive customer service team.
First, politely ask to escalate to a supervisor or to the executive customer service team. Most brands have an internal "office of the president" that handles complex complaints. If escalation does not resolve it, file a complaint with the Better Business Bureau (bbb.org), your state Attorney General consumer-protection portal, and - for finance, telecom, or airline issues - the relevant federal agency (CFPB, FCC, or DOT). Our Amazon customer service guide lists the alternate channels.