I’m using Alexa devices in the US/UK and I’m having trouble with…

I’m getting an error when I add a device in the portal
First, verify that the device is online by asking a general question such as “Alexa, what is the population of the world? Then, ensure you can see the device shown as online in the Alexa App (or alexa.amazon.com) when logged in to your Amazon provisioning account. If you have confirmed both, then this is a situation where one of the following may be happening:
  1. The account you are logged into on the Alexa app might be different than the specified provisioning account in the AIPEX portal (shown under Account → Settings). Try saying "Alexa, what account am I in" to that specific device. It should say: “I’m not sure who’s speaking, but you’re in <first name’s> account. To teach me to recognize your voice, just say learn my voice.” the <firstname> spoken should be the one assigned to your Amazon provisioning account  You can see the firstname that you used when you created the account by logging in to the amazon.com retail site with that account, then 'Your Account', and then 'Login and Security'.
  2. There may be a type on the DSN. The easiest way to ensure this is not the case is to go to the Alexa app or alexa.amazon.com, log in with the provisioning account, and copy the DSN directly.  You can find it under Settings, and then under the specific device you select, toward the bottom of the page.
  3. Finally, check the generation of the device that you are using. For example, a 3rd or 4th gen Echo Dot. Older devices like the gen 2 Echo Dot are not supported with Alexa for Hospitality (but these are quite old now).
My device has been set up, but it is not responding as expected.
If your device is not responding with your custom content, there are 4 questions that you can ask in order to pinpoint where the issue may be. Try “Alexa, “:
  • “What account am I in” - If set up is complete, the answer should be “Guest’s account”
  • “What’s the population of the world” - If online and connected, the answer should be “7.88 billion”
  • “Ask our host” - If the property is set up with content available, the response should be “Welcome to <property name>…”
  • “What’s the wifi password” - If NFSI has been enabled and there is a content item with the ‘Wifi’ tag attached to it, you should hear your custom answer in response.
If you have trouble identifying where the issue is, please download and follow the device troubleshooting procedure.