Amazon gives two reset levels for the Echo Pop on its Echo Pop reset page, listed in its reset guide for Echo devices. Both are done with the buttons on the Echo Pop; Amazon’s help pages give no Alexa app path for a reset.

What This Problem Means

A reset is Amazon’s last step for most Echo problems. The first level resets the Echo Pop but keeps its smart home connections. The second is a full factory reset, which Amazon says erases all your personal information and any device and smart home connections. After either one, the Echo Pop goes into setup mode and you set it up again in the Alexa app. Note the different buttons: Volume down and Volume up for the first level, Volume down and Microphone off for the factory reset.

Common Symptoms

• Alexa still doesn’t respond after a restart
• Wi-Fi keeps failing after Amazon’s Wi-Fi checks
• Smart home devices won’t respond after the other checks
• You want to start again with a clean setup

Safe Checks You Can Try

1. Restart first

A restart doesn’t erase anything, so try it before a reset. Unplug the Echo Pop, wait about 10 seconds, then plug it back in. That’s the wait on Amazon’s Echo Pop reset page. Amazon also says to use the power adapter that came with the device.

2. Reset and keep smart home connections

To reset, press and hold the Volume down and Volume up buttons together for 15 seconds. Wait until the light bar turns off and on again, and the Echo Pop goes into setup mode. Your smart home connections are kept, so you don’t need to add those devices again.

3. Full factory reset

For a full factory reset, press and hold the Volume down and Microphone off buttons together for 25 seconds. Wait until the light bar turns off and on again, and the Echo Pop goes into setup mode. Amazon says this erases all your personal information and any device and smart home connections.

4. Set it up again

Open the Alexa app > Devices > + > Add Device > Amazon Echo > Echo, Echo Dot, Echo Pop and more, then follow the instructions (Amazon’s Echo setup steps). After a full factory reset, add your smart home devices again: Devices > + > Add Device, then the category and brand, or say “Discover my devices.”

5. If setup won’t connect

Amazon’s setup troubleshooting page says to check you have a strong internet connection and the latest Alexa app, then unplug the Echo Pop, wait 30 seconds and plug it back in. Its Wi-Fi setup guide adds a last test: try setup again using your phone as a Wi-Fi hotspot.

6. Deregister if you no longer want it

If a reset doesn’t help, or you no longer want the device, Amazon says to deregister it. Sign in to Amazon’s Devices page (amazon.co.uk/mydevices), select the Echo Pop and choose deregister. Amazon’s deregister guide gives no Alexa app path, and the reset pages say deregistering erases all device settings.

When To Contact Support

If neither reset fixes the problem, contact Amazon customer service and say which steps you’ve already tried on your Echo Pop. Amazon’s Which Echo Device Do I Have? page leads to the support page for each Echo model.