What to do when Alexa skills are not responding

⚡ Fast fix

• Disable and re-enable the skill in the Alexa app to clear any software bugs.
• Check for account linking to ensure the skill is still authorized to access your data.
• Update your Alexa app to the latest version to maintain compatibility with new skills.
• Skills still frozen?
  An Amazon expert can help at 866-853-4942.

Amazon Alexa™ skills add extra functionality to Amazon Echo Dot®, Echo Show®, and other Alexa-enabled devices. They can share the weather forecast, play your favorite music, and control your home's smart thermostat. However, if skills stop working, it can disrupt your daily routine.

Don’t worry—Asurion Experts know tech inside and out, including how to get your Amazon Echo® device working again. Here’s how to fix Alexa skills that aren't responding and get your voice assistant back to doing its job.

Why did Alexa skills stop working? 

If Alexa skills aren’t responding, it usually comes down to one of a few common issues:

• Connectivity problems. Internet disruptions can prevent Alexa from receiving or processing skills requests. Place your device within your internet router's range to minimize disruptions. 
• Skill not enabled properly. Alexa won't recognize voice commands for disabled skills.
• Account and region mismatch. Taking an Amazon device outside its normal region can disrupt device performance.

How to troubleshoot Alexa skill issues

If Alexa can't access skills and won't respond to your voice commands, try these troubleshooting solutions.

Restart Alexa and check Wi-Fi

Unplug your Alexa device and let it sit for a few minutes before plugging it back in. Follow these steps to verify the Wi-Fi connection.

1. Open the Alexa app on your smartphone.
2. Tap Devices.
3. Select the Alexa device.
4. Tap the gear icon in the top right.
5. Tap Wi-Fi Network and confirm the correct Wi-Fi network is selected. 

Disable and re-enable the skill

Disabling and re-enabling skills clears out temporary files that interfere with Alexa device performance. 

1. Open the Alexa app and tap More (three lines) in the bottom-right.
2. Tap Skills & Games.
   1. Note: If this is missing, tap the Alexa+ Store icon, then look for the Settings (gear icon) or a link for "Original Alexa Skills."
3. Scroll down or search to find your skill, then tap Settings.
4. Tap Disable Skill and confirm.
5. Once disabled, the button will change to Enable to Use. Tap it to re-link your account and refresh the connection.

Verify Amazon account and settings

Is the Alexa-powered device registered to your Amazon account? Find out with these steps.

1. Log onto the Amazon website with your username and password.
2. Click the Account & Lists arrow under your username.
3. Click Content & Devices.
4. Review details under Your Registered Devices. 

If the Amazon device isn't listed as a registered device, you must register it before you can use skills. 

Clear cache in the Alexa app

This simple fix clears temporary files that may prevent Alexa from accessing skills on an Android™ device. 

1. Tap Settings > Apps > Amazon Alexa.
2. Tap Storage & cache. 
3. Tap Clear cache. 

Check for updates for Alexa and skills

Amazon frequently releases updates to keep Alexa devices running smoothly. Check if any are available using these steps.

1. Open the Alexa app on your smartphone.
2. Tap the Devices tab near the bottom of the screen.
3. Tap Echo & Alexa and select the device.
4. Tap Device software version. If a new update is available, follow the prompts to install it.

You can prevent future problems with your Alexa skills by performing regular updates. Use the "Check for software update" voice command with your Alexa-powered device at least once a month. If Alexa finds updates, it will install them automatically. 

Factory reset of Alexa device

If all else fails, a factory reset restores the Alexa device to its original, out-of-the-box state. 

1. Open the Alexa app on your smartphone.
2. Tap on the Devices icon near the bottom of the screen. 
3. Tap Echo & Alexa and select the device.
4. Tap Device Settings > Factory Reset. 
5. Follow the prompts to finalize the reset.

You can also initiate a factory reset on the Alexa device without using the app. The "Action button" method still works for older Echos, but for most modern devices (like the Echo Dot 4th/5th Gen or Echo Pop), the combo has changed:

For most Echo Dots (3rd Gen and newer) & Echo Pop: Press and hold the Volume Down and Microphone Off buttons simultaneously for about 20–25 seconds. Wait for the light ring to turn orange, then blue, then orange again.

For Echo Show (with a screen): Swipe down from the top and go to Settings > Device Options > Reset to Factory Defaults.

For older Echo Dots (1st & 2nd Gen): The Action button method (holding for 25 seconds) or a paperclip in the reset hole is still the way to go.

FAQ

Why won't Alexa recognize my voice commands?

If Alexa isn’t recognizing your voice, try retraining Voice ID in the Alexa app under Settings > Your Profile > Voice ID. Background noise or microphone issues could also be the cause.

How do I reset Alexa skills?

You can reset a skill by disabling and then re-enabling it in the Alexa app under Skills & Games > Your Skills.

Why does Alexa say the skill is not supported on this device?

Some skills are limited to specific Echo models or regions. Check the skill’s description in the Alexa app for compatibility details.

Can Alexa skills stop working after an update?

Yes. Updates to Alexa, your Echo device, or even the skill itself may cause compatibility issues. Reinstalling the skill or updating your app may help.

Why does Alexa say “something went wrong” when using a skill?

This is usually due to internet connectivity issues or account linking errors. Try restarting your Echo device and re-linking the skill.