Customer Ratings & Reviews

Hi AllisonM,

Thank you for sharing your experience with the Echo Show 5. We're really sorry to hear it didn't live up to your expectations — especially coming from a happy Echo Dot household, that disappointment hits a little harder.

We completely understand your frustration with the lag, the Spotify connectivity issues, and the struggles with basic commands like timers and questions. That's not the experience we want for you, and we sincerely apologize that it fell short.

A few things that may help get things back on track:

For lag and slow response times: Try restarting the device by going to Settings > Device Options > Restart, or simply unplug it for 30 seconds and plug it back in.
For Spotify playback issues: Make sure the Spotify skill is properly linked under Settings > Music & Podcasts in the Alexa app, and that your Spotify account is set as the default music provider.
For command recognition issues: Check that the microphone isn't muted (the red light indicator), and try moving the device away from walls or other electronics that may cause interference.

If these steps don't resolve the issues, our support team would love to dig deeper with you. Please reach out at 1-888-280-4331 or through the Amazon app — we're committed to making sure your Echo Show 5 works the way it should.

We truly appreciate your feedback, AllisonM, and we're glad your Echo Dot has been such a great experience. We hope we can get the Echo Show 5 to that same level for you!

Hi Kwesi,

We are sorry you are not enjoying your Echo Show 5 3rd Gen. To ensure your Echo Show 5 is functioning optimally, you can ask Alexa to check for software updates or check for those via your Alexa App. From there, make sure your router and wifi credentials are correct and in a space that does not block the signal to your device. If you need further assistance, you can call Amazon customer service, available 24/7 for assistance on the device. You can reach us at 1-888-280-4331!

Hope that helps!

Hello AllenH! Thank you so much for your time and review of your experience with your Echo Show 5 device! I am terribly sorry to read that your device is having issues hearing and responding to your requests. There are a few troubleshooting steps you can try. First and foremost, try power cycling by either pressing and holding the Mute button until it says Turn Off and pressing the same button to power back on, unplugging it directly from the outlet or back of the device for 30 seconds, or by going into the device settings in the Alexa smartphone app and selecting Restart Device. Any of these will work. Sometimes just a power cycle corrects any glitches or software updates that may be pending. You can also check on that software update in case it is held up and causing bugs like this to occur. You can go to Settings, Device Options, About, and Check for Software Updates. If there is a pending update, it will begin downloading it and install and possibly power cycle the device once or twice during the update. If neither of these improves your experience any, we would love the opportunity to troubleshoot further with you to see if we can resolve and improve your experience some. Contact us directly at Amazon Customer Support at 888.280.4331 for further assistance. Thanks again for your time and feedback and I hope you have a fantastic day!

Hello! I'm sorry to hear you're experiencing these frustrating issues with your Echo Show 5 — freezing up and having YouTube crash the device is definitely not the experience you should be having, and I completely understand the disappointment.

The Echo Show 5 is designed to be a compact smart display with access to video streaming, smart home controls, video calling, and more. While it is a capable device, performance issues like freezing and app crashes can occur and are often resolvable with a few targeted steps.

For the Freezing Issue:

Freezing on the Echo Show 5 is most commonly caused by the device needing a restart or a software refresh. Here are the steps to address it:

Restart your Echo Show 5 — Press and hold the mute button for about 20 seconds until the device restarts, or simply unplug it from power, wait 30 seconds, and plug it back in. This clears temporary memory and often resolves freezing.
Check for software updates — Swipe down from the top of the screen, go to Settings > Device Options > Check for Software Updates. Keeping the firmware current ensures you have the latest performance improvements and bug fixes.
Reduce background activity — If you have many skills or smart home devices connected, this can sometimes slow down the device. Disabling unused skills through the Alexa app can help free up resources.

For YouTube Crashing / Shutting Everything Down:

YouTube on the Echo Show 5 runs through the Silk browser or the Alexa video skill, and it can be resource-intensive for the device's hardware. Here are steps to improve stability:

Clear the browser cache — Go to Settings > Applications > Silk Browser > Clear Cache and Data. A buildup of cached data can cause apps and the browser to crash.
Use the Alexa app to launch YouTube — Instead of navigating directly on the device, try saying "Alexa, open YouTube" to let Alexa handle the launch, which can sometimes be more stable.
Avoid running multiple apps simultaneously — Close any other active apps or skills before opening YouTube to give it the most available memory.
Factory reset as a last resort — If freezing and crashes persist after the above steps, a factory reset can resolve deeper software issues. Go to Settings > Device Options > Reset to Factory Defaults. Note that you will need to set up the device again afterward.

It's worth noting that the Echo Show 5 is optimized for Alexa-native experiences, and heavy video streaming apps like YouTube can sometimes push the limits of its processing power. If performance continues to be a concern after trying these steps, Amazon Customer Support is available 24/7 and can assist with further diagnostics or discuss your options. You can reach them at 1-888-280-4331. Hope this helps, have a great day!

Hello HoneyB26,
I am sorry to hear your Echo Show 5 did not work for you. At times devices need manual software upgrades as automatic ones do not always get pushed to device. If you have issues with devices in the future you can reach out to Amazon Customer Support 24/7 at 1-888-280-4331. Hope this helps, have a nice day!

Hi Deanna,

Thank you for taking the time to share your experience with the Echo Show 5. We're sorry to hear it's been slower than your Echo Dot and isn't responding consistently.

We understand how frustrating it can be when a new device doesn't perform as well as the one it's replacing. Here are a few troubleshooting steps that may help improve performance:

Restart the device: Unplug the Echo Show 5 for about 30 seconds, then plug it back in. This can clear temporary issues affecting speed.
Check for software updates: Go to Settings > Device Options > Check for Software Updates to ensure your device is running the latest firmware.
Reduce visual load: Disabling background features like rotating wallpapers or home screen suggestions can free up processing power.
Check Wi-Fi signal strength: Go to Settings > Network to verify your connection. A weak signal can cause delays and missed commands.
Factory reset as a last resort: If issues persist, a factory reset (Settings > Device Options > Reset to Factory Defaults) can resolve deeper software glitches.

If none of these steps resolve the issue, please don't hesitate to reach out to us directly at 1-888-280-4331 or through the Alexa app so we can look into this further and make sure your Echo Show 5 is working the way it should.

Thank you again for your feedback — it helps us continue to improve.

Hello, onsowhat995. Thank you for taking the time to leave a review on the Echo Show 5. I recommend that if you want the Echo Show 5 to stay on the clock, open the settings, scroll to Home & Clock, and select Home Content. Then, select all of the selected-on settings and turn them off. If you are still having issues, I recommend reaching out to Amazon Customer Support 24/7 at 1-888-280-4331. I hope these steps are helpful. Have a great day!

Hi kayci,

Thank you for sharing your experience with the Echo Show 5. We're sorry to hear it's not listening or responding consistently — we understand how frustrating it is when a device doesn't do the one thing it's supposed to do.

Here are a few steps that may help improve responsiveness:

Check microphone placement: Make sure nothing is blocking the microphone holes on top of the device, and that the Echo Show 5 isn't placed near fans, air vents, or other sources of background noise that could interfere with voice detection.
Restart the device: Unplug the Echo Show 5 for about 30 seconds, then plug it back in. This can clear temporary software issues affecting responsiveness.
Check for software updates: Go to Settings > Device Options > Check for Software Updates to ensure your device is running the latest firmware.
Retrain your voice profile: In the Alexa app, go to Settings > Your Profile & Family > Voice ID and set up or retrain your voice profile. This helps Alexa better recognize your voice.
Adjust the wake word sensitivity: In Settings > Alexa on this Device, you may be able to increase the wake word sensitivity so the device picks up your voice more easily.
Check your environment: If the Echo Show 5 is in a large room, far from where you typically speak, or near a TV or speaker, try moving it closer to where you use it most.

If these steps don't improve things, please reach out to us at 1-888-280-4331 or through the Alexa app so our team can investigate further and make sure your device is working properly.


Thank you for your feedback — it helps us improve.

Hi Spyrow424,
I am sorry to hear you're having trouble with your Echo Show 5. You can try performing a soft reset by unplugging the device for a few seconds and then plugging it back in. Also, make sure your device is connected to a strong Wi-Fi signal. If these steps don't resolve the issue, feel free to contact Amazon Customer Support anytime at 1-888-280-4331. I hope this helps, and have a great day!

Hi MRJE,

Thank you for sharing your honest feedback about the Echo Show 5. We're sorry to hear that your experience hasn't lived up to expectations, especially when compared to your 2nd generation Echo Dot.

We understand your frustration with the responsiveness issues and the frequent prompts for paid subscriptions and purchases. That's not the seamless, helpful experience we want Alexa to provide—your smart display should feel intuitive and supportive, not pushy.

Since you're considering returning the device, we want to make sure you're aware of a few things that might help, though we completely respect your decision:

Potential improvements to try:

Check for software updates in Settings > Device Options > System Updates to ensure you have the latest performance improvements
Adjust your voice recognition settings in the Alexa app under Devices > Echo & Alexa > [Your Echo Show 5] > Recognition Improvement
You can disable shopping notifications and suggestions in Settings > Notifications > Amazon Shopping

However, if the device simply isn't meeting your needs and your 2nd gen Echo Dot works better for you, returning it is absolutely a valid choice. Best Buy should be able to process your return smoothly given your recent purchase.

We appreciate you giving the Echo Show 5 a try and taking the time to share this feedback—it helps us understand where we need to improve the user experience.

Hello JoeW! Thanks for reaching out. There are many differences in the Echo Show 5 vs Echo Dot. To name a few: You can see news and weather at a glance, make video calls, view compatible cameras, stream music and shows, and more. Stream your favorite music, shows, podcasts, and more from providers like Amazon Music, Spotify, and Prime Video. Includes a 5.5" display so you can view shows, song titles, and more at a glance. Keep your home comfortable – Control compatible smart devices like lights and thermostats, even while you're away. See more with the built-in camera – Check in on your family, pets, and more using the built-in camera. Drop in on your home when you're out or view the front door from your Echo Show 5 with compatible video doorbells. See your photos on display – When not in use, set the background to a rotating slideshow of your favorite photos. Invite family and friends to share photos to your Echo Show. Prime members also get unlimited cloud photo storage. Stay connected with video calling – Use the 2 MP camera to call friends and family who have the Alexa app or an Echo device with a screen. I hope this gives you ideas on what you can do with your Echo Show 5. If you need help with using or troubleshooting your Echo Show 5, reach out to Amazon customer service at 1-888-280-4331. Thanks and have a great day!