Amazon MP3 Store and Cloud Player Support

Frequently Asked Questions

Why is "Honest Face" downloading instead of the music I bought?

If this is your first purchase from the Amazon MP3 Store or it's the first time you've used the Amazon MP3 Downloader, you'll first see a free song titled "Honest Face" download to make sure your music download completes and imports successfully. Once the "Honest Face" download completes, your music purchase will begin downloading.

Why am I seeing an .amz file instead of an .mp3 file?

If you're seeing an .amz file, double click the file to begin the download. The Amazon MP3 Downloader will download your song in .mp3 format.

When you purchase an MP3 from Amazon, you may be prompted to open or save an .amz file if you have the Amazon MP3 Downloader installed. Double clicking this file activates the Amazon MP3 Downloader and initiates the download of your MP3 song files. Be sure to select "Open" when prompted.

Learn more: Troubleshooting MP3 Downloads

I accidentally sent my MP3 to Cloud Drive but I wanted to download it. What do I do?

You can still download your music to your device. Open Amazon Cloud Player and select the music that you would like to download (using the check boxes). Then click on the "Download" button in the upper right of the Cloud Player. This will open the Amazon MP3 Downloader and download the music from Cloud Drive to your device.

If you have the Downloader set to import your music to iTunes or Windows Media Player, after the music is downloaded, it will be imported into your media player. You'll also have a back up of your music in your Amazon Cloud Drive.

Learn more: Downloading Music from Cloud Player | Downloading Music to your Android Device.

My download link says "expired."

The Amazon MP3 Store offers one download at the time of purchase. This error message will appear if the download does not complete or if too much time passes between the purchase and the download attempt. Once the download process has been started, there is a limited amount of time to complete it.

Learn more: Troubleshooting MP3 Downloads

Do I need to use the Amazon MP3 Downloader to download an MP3?

You don't need to use the Amazon MP3 Downloader to download individual MP3 tracks. The MP3 Downloader is only required to download full albums from the Amazon MP3 Store or multiple tracks at once from Cloud Player.

If you prefer not to install the Amazon MP3 Downloader when buying songs, choose "Skip installation and continue" if prompted to install the Downloader. Please also choose "Save" when prompted to download the .mp3 file by your Web browser. Choosing "Open" will start your default media player but will not save the file to your computer.

Learn more: Using the Amazon MP3 Downloader

How do I change my MP3 delivery preference?

You can change your Amazon MP3 delivery preference by visiting the Your Amazon MP3 Settings page.

If your music is backed up to Cloud Drive, you can redownload from any Mac, PC, or Android device (Version 1.6 and above). If your music is downloaded directly to your device, you are responsible for backing up your music.

You can also select to have music stored in Cloud Drive for free and automatically downloaded to your device after purchase.

Learn more: Saving Your Music

Why am I seeing a "Cloud Device Limit Reached" error message?

Amazon Cloud Player allows access from up to eight devices. This includes mobile devices, different computers, and different browsers on the same computer. Note that this device limit can be reached if your Web browser cookies are deleted or if your browser is set to automatically delete cookies.

If you try to access your music files using Amazon Cloud Player from more than eight devices, you'll see a message "Cloud Player Device Limit Reached." You can still access your Cloud Drive files and music using Amazon Cloud Player through the eight devices you've previously used.

Amazon Cloud Drive and Amazon Cloud Player are only for individual use and use that complies with our Terms of Use. If you feel you've reached your device limit in error or need further help, please contact customer support by clicking on the "Contact Us" button on this page.

Learn more: Troubleshooting: Amazon Cloud Player