Alexa App Drop-in Not Working: “Something Went Wrong” [Fixed]

Alexa’s Drop-in is a nifty feature that lets you instantly connect to all your Alexa-connected devices. It’s like having a quick intercom between any corner of your house, and even more flexible. But sometimes, it just doesn’t work right. 

The ‘Something Went Wrong’ is a common error message when trying to use Alexa Drop-in, so I compiled a quick guide to help troubleshoot your way through it. Stick around to understand why this happens and how to deal with it.

Key Points

  • Alexa’s drop-in feature can stop working and say ‘Something Went Wrong’ for a variety of reasons, including outdated firmware, weak internet, permission errors, and more. 
  • Keep the Alexa app on your phone as well as the Alexa device firmware updated. 
  • Make sure your device supports Drop-in by checking the compatibility in the app. 
  • Check the signal strength where your device is placed, and consider adjusting the Wi-Fi network for better performance.
  • Grant all necessary permissions to the Alexa app and device, and verify Drop-in is enabled.  
  • If issues persist, try clearing the app’s cache or reinstalling; contact Amazon support as a last resort.

Why Does the Alexa App Drop-in Say “Something Went Wrong”?

Alexa App Drop in Say Something Went Wrong

Alexa Drop-in can experience issues due to several reasons, such as outdated software, unstable Wi-Fi, hardware or placement issues, or issues with account permission. Sometimes, it might even be a server problem from Amazon’s end. 

The key is to pinpoint what the issue is and then deal with it step by step. Bear with us, and we’ll tell you exactly how to diagnose your Drop-in problem and fix it so you can have your smart home up and running in no time!

Detailed Steps To Fix Alexa Drop-in Not Working

1. Updating the Alexa App and Device

Check Alexa App Settings and Updates

Updating your app and your device is the first step to ensuring your troubleshooting process goes smoothly. Updates often have crucial bug fixes and improvements, which can resolve existing issues, including the Drop-in problem. Updates also often have security patches which can enhance the overall performance and security of your Alexa devices. 

  1. Open Your Device’s App Store: Whether you’re using an Android or iOS device, head to your respective app store (Google Play Store or Apple App Store).
  2. Search for the Alexa App: Type “Amazon Alexa” in the search bar and select the app from the search results.
  3. Check for Updates: If there’s an update available, you’ll see an ‘Update’ button. Tap on it to start the updating process.
  4. Re-launch the Alexa App: Once the update is complete, open the app to ensure it’s functioning correctly, and then try Drop-in again. 

Updating the firmware is just as easy with these simple steps:

  1. Check the Current Firmware Version: Open the Alexa app, go to ‘Devices’, select your Echo device, and check its ‘About’ section for the current firmware version.
  2. Connect to Wi-Fi: Ensure your Echo device is connected to your Wi-Fi network. Firmware updates are usually downloaded and installed automatically when the device is connected to the internet.
  3. Initiate the Update: If your device isn’t up to date, you can ask Alexa to check for updates by saying, “Alexa, check for software updates.”
  4. Wait for the Update: Updates can take some time to download and install. During this period, the light ring on your Echo device might turn blue, indicating that the update is in progress.
  5. Restart Your Echo Device: Once the update is complete, it’s a good practice to restart your Echo device. Simply unplug the device from the power source, wait for about 15-20 seconds, and plug it back in.

You should do this for every Alexa device in your home, as well as every smartphone that uses the Alexa app. 

To test if it’s working now, try manually activating Drop-in by using a voice command. Say “Alexa, Drop In [device or contact name]” to see if the Echo device initiates the Drop-in. If this doesn’t work, in the Alexa app, go directly to the contact list and select the contact you want to Drop In on. Tap the Drop-in icon to initiate the call.

2. Checking Alexa Device Compatibility

Not all Echo devices support the Drop-in feature, and using an incompatible device could be the root cause of the problem. Most Amazon Echo models offer Drop-in. If your device is incompatible, Drop-in will not be mentioned in your device settings.

You can confirm this by opening the Alexa App > Go to Devices > Echo & Alexa > Communications, and then look for ‘Drop-in’. If there’s no such setting, you might have an older Alexa model that doesn’t support this feature. You could consider upgrading to a newer device. 

3. Check the Wi-Fi Connection and Stability

Check the Wi Fi Connection and Stability

An unstable Wi-Fi connection can lead to various issues, including the frustrating “Something Went Wrong” error when you’re trying to Drop-in.

So you have to ensure a stable and reliable internet connection, both for your smartphone as well as all Alexa devices you’re using. For example, if your bedroom Alexa device has internet, but the kitchen one doesn’t, Drop-in won’t work properly. 

Also, make sure to eliminate any signal interference around the Alexa devices, like microwaves, baby monitors, and other Bluetooth devices, which can reduce internet fidelity. 

You may need to add Wi-Fi extenders or another router if some of your Alexa devices are not getting a strong internet connection. This is common in wider layouts and houses with multiple floors. 

In some cases, the error is on Amazon’s end, and there may be a problem with the servers. Try again after a few hours or the next day to see if the error persists. 

4. Review the Account Permissions and Device Settings

Misconfigured account permissions and device settings can prevent your Alexa from being able to Drop-in correctly. Here’s how to ensure your account permissions and settings are correctly set up:

  • Open the Alexa app, go to ‘Settings,’ then ‘Device Settings,’ and select your Echo device. Ensure that the ‘Drop In’ feature is enabled. If you have multiple profiles in your Amazon Household, ensure that Drop-in is enabled for each profile. You can manage this in the ‘Amazon Household’ section in the app.
  • Verify that you’re logged into the correct Amazon account associated with your Echo device. Also, you can try to log out and log back in.
  • In the Alexa app, navigate to ‘Settings,’ then ‘Alexa Privacy,’ and review the permissions. Make sure you have granted all necessary permissions for the Drop-in feature.
  • If you encounter errors related to account permissions, try removing and re-adding your Amazon account to the Alexa app.

You can also try to remove the problematic Alexa device from your account and then re-add it.

5. Clearing Cache and Reinstalling the Alexa App

Clearing Cache and Reinstalling the Alexa App

Clearing the cache memory for the Alexa App on your phone, and additionally, reinstalling the app, can help fix several existing issues if you’re using Drop-in from your app: 

  • Go to your device’s Settings.
  • Navigate to Apps or Application Manager.
  • Find and select the Amazon Alexa app.
  • Tap on Storage and then Clear Cache.

Optionally, you can also select Clear Data for a more thorough reset. But this will force you to log in again, grant the Alexa app all necessary permissions, and reconfigure the app with your preferences and saved settings. 

  • After clearing the cache and data, if the problem persists, uninstall the app.
  • Go to the Google Play Store and search for the Amazon Alexa app.
  • Download and install the app afresh.
  • Log in with your Amazon account credentials.

If you’re on an iOS device and are unable to clear the cache, then uninstall and reinstall the app as above. Also, do make sure that Drop-in is enabled; it could be disabled by default. 

6. Contact Amazon Customer Support

If you’ve tried all the standard troubleshooting steps and still encounter issues, it might be time to contact Amazon’s customer support. You can reach out through the Alexa app, Amazon’s website, or via their customer service hotline. 

Be prepared to explain the issue in detail, including all the steps you’ve already tried. Amazon support might offer additional solutions or escalate the problem if it’s a more complex issue.

And if you still find yourself stuck, remember that Amazon Echo community forums like EchoTalk are a great place to seek advice from other users who might have faced similar issues. 


Why does Alexa say a specific device is unavailable for Drop-in?

If Alexa says a specific device is unavailable, it could be due to the device being offline (or an unstable internet connection), having the Drop-in feature disabled, or being incompatible with Drop-in. Check the device’s Wi-Fi connection and ensure Drop-in is enabled in the device settings within the Alexa app.

How can I restrict Drop-in access to certain contacts?

To restrict Drop-in access, go to your Alexa app, navigate to the communication settings, and customize your Drop-in permissions. You can choose to allow Drop-in only from specific contacts.

Can multiple users Drop-in on the same device simultaneously?

No, the Drop-in feature is two-way and does not support multiple simultaneous connections. If someone is already using Drop-in with a device, others will be unable to connect until the ongoing session ends. 


Hopefully, this guide got your Alexa back to normal and resolved any issues you may have had with Drop-in. Considering how nifty the feature is, having it not work can make things much harder. Most importantly, stay patient as you troubleshoot, and reach out to Amazon’s customer service if you can’t seem to fix the issue. 

If you’ve got any other tips on how to fix common issues with Drop-in, feel free to mention them in the comments!

About Tristan Perry

Tristan Perry is a software developer who is passionate about tech gadgets, DIY and housing. He has therefore loved seeing smart homes hit the mainstream. Tristan also has an academic background (in Math & Computer Science), and so he enjoys digging into the technical ways that smart home devices work.

Tristan owns close to a dozen Amazon Echo devices, way too many Philips Hue bulbs and lightstrips, a boat-load of Ring Cameras and Doorbells... and a bunch of other smart home devices too (from Reolink, Google Nest, GLEDOPTO and others).

If you have any questions, feedback or suggestions about this article, please leave a comment below. Please note that all comments go into a moderation queue (to prevent blog spam). Your comment will be manually reviewed and approved by Tristan in less than a week. Thanks!

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