Mayday: Get Help on Your Fire Tablet

When you tap the Mayday button from Quick Actions, you can connect to an Amazon Tech advisor on your Fire Tablet. An Amazon Tech advisor can guide you through any feature on your device by drawing on your screen, walking you through how to do something for yourself, or doing it for you—whatever works best.

Mayday is available 24 hours a day, seven days a week, 365 days a year for free. Throughout your session, you will be able to see your Amazon Tech advisor live on your screen, but they won't see you.

Important: Mayday is only available on Kindle Fire HDX, Kindle Fire HDX 8.9", Fire HDX 8.9, and Fire Phone devices. Your device needs to be registered to an Amazon account and have an active, strong Wi-Fi connection to use Mayday. When you connect, an Amazon Tech advisor will access your device. The session may be recorded for quality assurance.

To use Mayday:

  1. Swipe down from the top of the screen and then tap the Mayday icon.

  2. From the Mayday screen, tap Connect.

To disable Mayday:

  1. Swipe down from the top of the screen and then tap Mayday.
  2. Swipe from the left edge of the screen, and then tap Settings.
  3. Next to Mayday, tap Off.

Mayday: Frequently Asked Questions

  • Can the Amazon Tech advisor see me?

    No. Only you can see the advisor. The advisor only sees what you see on your screen.

    Note: If you call Mayday with your device's Camera application running, images from your Camera may be on screen and viewable by the advisor.

  • Why isn't Mayday available on my device?

    Kindle Fire HD, Fire HD 6 and Fire HD 7 don't have compatible hardware, which is required to use Mayday.

  • Can the Tech Advisor see everything on my device?

    They see what you see as they walk you through your device. When entering sensitive information, such as passwords or account information, the advisor will pause the screen sharing to ensure your privacy.

  • Is Mayday secure?

    Absolutely. All communication and data exchanges use industry -standard encryption and authentication mechanisms.

  • Are most calls really answered in 15 seconds?

    That is our goal!

  • Is this your attempt to compensate for not having a genius bar?

    No. This is a completely new approach to tech support: you get your own personal tech advisor from the comfort of your home or office.

  • Won’t this require a huge amount of bandwidth?

    Mayday is available through Wi-Fi, and the experience will vary based on the strength of your wireless connection.

  • This seems like a weird thing to invest so much time and money into.

    We strive to be Earth’s most customer-centric company, and this is just one more way we are working to achieve that goal.

  • Where is Mayday supported?

    At this time, Mayday is supported for customers living in the following countries or territories:

    • United States and Puerto Rico
    • Great Britain, Ireland, Gibraltar, Isle of Man, Jersey and Guernsey
    • - Germany, Liechtenstein, Luxembourg, Austria and Switzerland
    • - Japan (Fire HDX 8.9 only)

  • Can I use Mayday when traveling internationally?

    Customers whose primary billing address is a supported country or territory can use Mayday when traveling internationally.

  • Can I use Mayday to get help registering my device?

    No. Your device needs to be registered to use Mayday.

  • My device is in Spanish, but the agent is speaking English – why?

    At this time, we only provide support in English for customers in the US and the UK, and in German for customers.

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