Amazon Flex - FAQs

Frequently Asked Questions

Here are answers to some common questions. Click or tap on a topic below to get started.

• Getting Started

  • How do I sign up for Amazon Flex?

    Go to Get Started, select the region where you'd like to deliver, and answer a few questions. If you don't see your region, select My region is not here to join our waitlist.
    If you meet our requirements, you’ll be able to download the Amazon Flex app and complete these tasks:
    

    • --Sign up for Amazon Flex using your existing Amazon account or by creating a new Amazon account.
    • --Provide answers to questions that we’ll use for a background check.
    • --Select a service area where you will pick up and deliver Amazon packages.
    • --Review our videos to learn best practices for delivering with Amazon.
    • --Provide tax and payment details.

  • What kinds of deliveries will I make?

    Amazon Flex offers these delivery opportunities:
    
      Amazon.com: Pick up packages from an Amazon delivery station and deliver directly to customers. Delivery blocks are typically 3-6 hours.
    
      Prime Now and AmazonFresh: Pick up groceries or household items from an Amazon delivery station and deliver directly to customers. Delivery blocks are typically 2-4 hours.
    
    Store Orders: Pick up orders from local stores and deliver directly to customers. Delivery blocks are typically 2-4 hours.
    
      Amazon Restaurants: Pick up meals from restaurants and deliver directly to customers. Delivery blocks are typically 1-2 hours.
    
    Instant Offers: Available in some areas. Instant Offers are on-the-spot deliveries that start near your current location. Deliveries usually last 15 – 45 minutes.
    
    

  • What kind of smartphone do I need?

    You'll need an Android or iPhone to use the Amazon Flex app. Below are specific requirements.
    Android

    • • Android 4.4 or newer
    • • 2 GB or higher RAM memory
    • • Camera with flash
    • • GPS Location Services
    • • SIM card
    iPhone
    • • iPhone 5 or newer
    • • iOS 10 or higher

  • What type of vehicle do I need?

    If you are delivering Prime Now orders, you can use any car that can safely and reliably transport Amazon orders to customers.
    
    If you are delivering Amazon.com orders, you'll need to use a 4-door, mid-sized sedan or larger vehicle, such as a truck with a covered bed, SUV, or a van. Smaller cars and trucks with open beds do not qualify.
    
    In some regions we may use bicyclists to deliver orders. In that case, you’ll need a bicycle with a basket and helmet in good condition. You must use a bicycle that is street-legal, complies with the applicable state or city safety requirements and does not require registration as a motor vehicle. As an example of state or city requirements, see the New York Department of Transportation safety requirements for commercial bicyclists (www.nyc.gov/html/dot/html/bicyclists/commercial-cyclists.shtml). Motorcycles, motorized bicycles, and motorized scooters do not qualify at this time.

  • What kind of insurance do I need?

    As a delivery partner, you must maintain the required insurance for delivering packages in your area.
    
    In addition to your personal coverage, Amazon provides delivery partners in all states other than NY with the Amazon Commercial Auto Insurance Policy at no cost. This policy includes:
    
    

    • Auto liability coverage
    • Uninsured motorist/under-insured motorist coverage
    • Contingent comprehensive and collision coverage

    
    
    This auto insurance policy applies only to Amazon Flex Delivery Partners (passengers are not covered), who maintain personal auto insurance on the vehicle they are driving and who are actively delivering during the delivery block. In addition, if anyone other than the Amazon Flex Delivery Partner is driving when an accident occurs, the claim for any incurred losses will be denied. Due to local regulations, coverage does not apply to drivers in the state of New York. If you live in New York, you may need additional commercial insurance to meet New York state law. Check with your insurance company for more information. If you are renting or borrowing a car, you will need to ensure that you have required coverage.

• Downloading the App

  • What are the minimum Android phone requirements?

    • Android 6.0 or higher
    • RAM Memory 2GB or higher
    • Camera with flash
    • GPS Location Services
    • SIM card

    
    
    If you have an Oppo and Xiaomi Redmi device, change the device battery settings to run the Amazon Flex app:
    
    Oppo battery device settings:
    1. Go to Settings > Battery
    2. Click the Amazon Flex app
    3. Disable the settings for Freeze when in background and Automatically optimize when an abnormality is detected
    
    Xiaomi Redmi battery device settings:
    1. Go to Settings > Battery
    2. Click Manage app batter usage
    3. Click Choose apps
    4. Click Amazon Mobile Delivery
    5. Click No restrictions and Allow access

  • What are the minimum iPhone requirements?

    • iOS 10.3 or higher
    • iPhone 5 or newer

  • How do I re-download the app?

    Download the Amazon Flex app by entering this URL in your mobile phone web browser: https://flex.amazon.com/download-app.
    
    If you use an Android, update security settings for the app:
    1. Go to Settings > Security.
    2. Turn on Unknown Sources.
    3. Go to your phone's My Files or Downloads folder and tap the Amazon Flex icon to install.
    
    If you use an iPhone, set up trust for the app:
    1. Go to Settings > General > Profiles or Device Management.
    2. Tap Amazon.com, Inc > Trust Amazon.com, Inc.
    3. When prompted, tap Trust.
    4. Go to your home screen and launch the Amazon Flex app.

  • I don’t remember my password, how do I reset it?

    You can change your password by following these steps:
    
    

    1. 1. Sign in to Amazon.com.
    2. 2. Click or tap Your Account > Login & security.
    3. 3. Next to Password, click or tap Edit.
    4. 4. Enter your current password and new password, and click or tap Save changes.

  • I know the Amazon Flex app downloaded on my Android phone, but how do I find it?

    Go to the Google Play store and follow these steps:
    

    • 1. Download the free app called File Manager by ZENUI, ASUS Computer.
    • 2. In the File Manager app, search for signed or delivered and tap the Amazon Flex app to open it.

  • I downloaded the app, but I received an error message. What do I do now?

    Find the error message below and follow the instructions.
    
    Install blocked

    • 1. On your Android phone, go to Security > Settings.
    • 2. Select Unknown sources.

    
    
    Technical Error (Error Code 224)
    
    Try one of these options:
    A. Check that your Android phone is compatible with the Amazon Flex app:

    • Android 6.0 or higher
    • RAM Memory 2GB or higher
    • Camera with flash
    • GPS Location Services
    • SIM card

    
    B. Change your Android phone language to English:

    • 1. On your Android phone, go to Security > Settings > Language and input.
    • 2. Tap Language, and then select English (United States).

    
    
    
    C. Disable or uninstall any app that changes the lighting on your phone based on the time of day.
    
    Turn on Location Settings
    

    • 1. On your Android phone, go to Security > Settings.
    • 2. Tap Location to turn it on. If Location is already on, tap to turn it off, then tap again to turn it on.

    
    
    Problem Parsing the Packaging
    Check that your phone is version Android 6.0 or higher.
    
    
    
    I have an Android device and the app keeps telling me to install an update. What do I do?
    
    If you have an Android device and it keeps prompting you to install an update after you have already tried to install the update, follow these steps:

    • 1. Go to Settings.
    • 2. Locate the “Apps” menu in the Settings.
    • 3. While you’re in the “Apps” menu, find the button to clear or reset app defaults or preferences. This can usually be found in the menu that drops down when you tap the three dots at the top of the screen.
    • 4. Tap to reset app preferences.
    • 5. Return to the Flex app and tap the Install Update button again.
    • 6. Once the download is complete, you will see a message at the bottom of the screen asking if you want to open with Lookout or, a different app. You should see “Package Installer” as one of the choices for different app.
    • 7. Select Package Installer.
    • 8. On the following screen, tap Install.
    Once the install is complete, the app should stop prompting you to install updates.

• Account Setup

  • Do I need to sign in to the Amazon Flex app with an Amazon account?

    When you first sign up for Amazon Flex, you can use an existing Amazon account. Or you can create a new Amazon account to use with Amazon Flex.

  • Can I create more than one Amazon Flex account?

    No, you can only have one Amazon Flex account.

  • Why do you need my picture?

    Your photo will be shown to customers to help them identify you as the person delivering their package. For delivery partners who join Amazon Flex after November 13, 2018, we will use your picture to verify your identity for delivery services.

  • How long do you keep my picture on file?

    Amazon Flex may collect, store, and use your submitted pictures, driver’s license, or government-issued ID (pictures and derived biometric data together are your “Identity Data”) on file while you are a delivery partner for Amazon Flex and for as long as permitted by applicable law or until you request we delete it. Once any of the above happen, Amazon Flex will delete your identity data. You may request deletion of your Identity Data by contacting support, but deleting your identity data may block your access to the Amazon Flex app until you replace it and it is checked for validity.

• Account Management

  • How do I update my password?

    You can change your password by following these steps:
    
    

    1. 1. Sign in to Amazon.com.
    2. 2. Click or tap Your Account > Login & security.
    3. 3. Next to Password, click or tap Edit.
    4. 4. Enter your current password and new password, and click or tap Save changes.

  • How do I update the email address on my account?

    You can update your email address by following these steps:
    
    

    1. 1. Sign in to Amazon.com using the email address and password that is currently associated with your Amazon Flex account.
    2. 2. Click or tap Your Account > Login & security.
    3. 3. Next to Email, click or tap Edit.
    4. 4. Enter your new email address and password, and then click or tap Save changes.

  • How do I update the address or phone number associated with my account?

    After you have completed the onboarding steps in the app, you can update your address and phone number in the app by selecting Account > Basic Information.

  • How do I update my driver's license expiration date?

    After you have completed the onboarding steps in the app, you can update your license information by tapping Account > Driver's License.

  • What if I'm moving and want to change my region in the app?

    In the Amazon Flex app, tap Menu > Help > Contact us > Send an Email to let us know your preferred region. Then clear your availability in the calendar so that you aren't assigned offers to your old region. After we receive your request, we'll start the process of updating your region in the app.

  • My account is temporarily disabled, what should I do?

    Contact Support at amazonflex-support@amazon.com and they will provide details about the deactivation, as well as next steps for you.

• Background Checks

  • How long will my background check take?

    Your background check will typically take about 2 to 5 business days. If you have questions about your background check, please contact Accurate Background at 800-216-8024.

  • What should I do if I need to change the information in my background check application?

    To change any information provided in your background check application, contact Accurate Background at 800-216-8024.

• Scheduling Delivery Blocks

  • How do I pick up a delivery block?

    There are two ways to pick up delivery blocks:
    
    

    1. 1. In the Amazon Flex app, go to Calendar to update your availability. You’ll then receive offers for delivery blocks that are only available to you based on the dates you set. You’ll need to accept or decline these offers before they expire.
    
    
    2. 2. Tap Check For Available Blocks on the Amazon Flex home screen to accept offers throughout the day. These offers, available to everyone, may be released up to 24 hours before the block start time.

  • How do I know if I've been confirmed for a delivery block?

    When you accept an offer, you’ll receive a confirmation message in the app. To view your upcoming delivery blocks, go to Calendar. Orange dots indicate that you have a confirmed delivery block on that date.

  • What if something comes up and I can't deliver during a confirmed delivery block?

    1. If you anticipate that you'll be late or unavailable for a delivery block, go to Calendar in the Amazon Flex app, tap the day of a scheduled block, and tap Forfeit block at least 45 minutes before the block start time.
    
    2.Blocks accepted within 45 minutes of start: when you accept a block that starts in less than 45 minutes, you have 5 minutes to cancel. Cancellations after 5 minutes are considered a missed block.

  • What does it mean when my calendar shows orange dots?

    Orange dots indicate that you have accepted an offer for a delivery block on that day.

  • How many deliveries do I need to make to stay eligible to deliver with Amazon Flex?

    You do not need to make a minimum number of deliveries to remain eligible to deliver with Amazon Flex.

  • Can I rely on Amazon Flex as a source of full-time income?

    Amazon Flex provides a flexible opportunity for Delivery Partners looking to turn free time into supplemental or part-time income. The available delivery blocks may fluctuate week to week and are not guaranteed.

• Making Deliveries

  • How do I pick up the orders I need to deliver?

    If you're delivering Prime Now, Amazon Restaurants, or AmazonFresh orders:
    --Prime Now and Amazon Restaurants orders show the block start location in the Amazon Flex app one hour before your block start time.
    --AmazonFresh offers always show the start location.
    --Follow the suggested navigation in the Amazon Flex app to locate your start location.
    --Blocks may start at a Prime Now Delivery Station or at a Waiting Area, which is often an intersection or parking lot near the pickup location. If you start at a Waiting Area, the app will instruct you where and when to pick up your assigned order.
    --Some Prime Now deliveries may contain alcohol. The app will guide you to verify the age of the person who receives the delivery.
    
    Prime Now orders
    When you arrive at a Prime Now Delivery Station, look for the posted signs and park your vehicle.
    --Enter the Station and Swipe I’ve Arrived in the Amazon Flex app and then take a seat.
    --Your assigned route will display on a screen in the Station.
    --The app will let you know when your order is ready. You'll need to tap Acknowledge and Begin to start scanning your order .
    --Scan all your assigned packages in the Station and then load your vehicle.
    
    Store orders
    You may pick up some Prime Now orders at a local store.
    --When you arrive at the block start location, tap I’ve Arrived to learn the details about the order assigned to you, including when it’s ready for pickup.
    --Packages are usually grouped together, but chilled items or alcohol orders may be located in another area, such as a refrigerator or a freezer.
    
    Amazon Restaurants orders
    --You'll need an insulated bag to make Restaurants deliveries. You can purchase your own (here is one of our favorites). Loaner bags may be available at a Delivery Station until you get your own.
    --Amazon Restaurants orders start at a Waiting Area. When you arrive at the block start location, tap I’ve Arrived to learn the details about the order assigned to you, including when and where to pick it up.
    
    AmazonFresh orders
    --AmazonFresh deliveries may be heavier than other deliveries, so we recommend using a hand truck like this one, although you're free to deliver packages any way you want.
    --AmazonFresh orders start at a Prime Now Delivery Station. When you deliver an order, the app will let you know if a customer must be present for the delivery.
    
    If you're delivering Amazon.com orders:
    --Blocks start at a Delivery Station. The block start location will appear in the Amazon Flex app one hour before your block start time.
    --Sometimes you may need to pick up a package at an Amazon Locker, or a customer requests to deliver their order to a Locker. Learn more
    --Follow the suggested navigation in the Amazon Flex app to locate your start location.
    --When you arrive at the Station, swipe I've Arrived. Follow signs and cones to drive into the Station.
    --You’ll be met by an Amazon employee who will ask you for identification and to use your app to scan an Arrival code. You'll then be guided to your assigned order location.

  • What do I do with packages I can’t deliver?

    If you have any undelivered packages at the end of your block, please return them to the returns area of the original pick-up location as soon as you are finished delivering all other packages. If you know the delivery station will be closed by the time you finish delivering, please return undelivered packages by 10 am the next day. Your eligibility for the program may be impacted if you do not return undelivered packages in a timely manner. Here are some tips for returning undelivered packages:
    
    Amazon.com delivery stations: Most Amazon delivery stations are open until 10 pm. If you are returning packages after 6 pm, you may need to ring a doorbell for assistance. Look for signs to guide you to the returns area or ask an Amazon associate for help.
    
    Prime Now delivery stations: Prime Now stations are open until 10 pm. Look for signs to guide you to the returns area and make sure you scan each undelivered package with the barcode scanner before placing it on the rack. If you can’t find the returns area or have issues scanning, please ask an Amazon associate for help.
    
    AmazonFresh sites: Most AmazonFresh sites are open until 7:45 pm. Look for signs to guide you to the returns area and place your returned totes on the appropriate rack. If you can’t find the returns area, please ask an Amazon associate for help.
    
    Stores: Third-party stores have different operating hours. If your block ends before the store closes, please return undelivered packages to the bins at the pickup location as soon as you finish your last delivery. If the store is closed, the return must be completed by 10 am the next day.
    
    Restaurants:You do not need to return undelivered restaurant orders.

  • What qualifies as an undelivered package?

    Undelivered packages are packages you tried to deliver, but were unable to. Please return any undelivered packages to their original pick-up location at the end of your block. (See the “What do I do with packages I can’t deliver?” FAQ for more information.)

• What to Expect on Day 1

  • Is there anything I need to bring or special clothes I need to wear?

    As an independent contractor, you can bring anything with you to aid in your deliveries. And you are free to choose your attire while delivering with Amazon Flex.

  • Can a passenger be in my vehicle with me when I'm delivering?

    As some pickups and deliveries may take you away from your vehicle for long periods of time, bringing passengers or pets, except for service animals, when delivering with Amazon Flex may not be a good idea. Note that Amazon’s commercial insurance will not cover any passengers in your vehicle in case of an accident. If you still decide to bring passengers, you must comply with the following:
    1. When picking up from AMZL stations your passengers will have to remain in the vehicle at all times. This is because you will have to drive through our facilities to pick up packages. If passengers need to leave the vehicle they will need to be escorted by a station employee.
    2. When picking up from Prime Now, Amazon Fresh, Whole Foods, or other Store locations, your passengers will not be allowed to enter the delivery station or restricted pick-up areas in the stores. This may mean that the passenger will have to remain in the car or in the parking lot. Pick-up and delivery times may vary and your passengers or pets may be in the car or parking lot for longer than anticipated.
    3. Your vehicle must have enough space to safely accommodate any passenger or pet and all packages assigned to your route.
    4. Passengers and pets, except for service animals, must not have any interaction with customers. They cannot accompany you when you deliver packages to customers.
    
    Non-compliance with this policy may affect your eligibility to continue in the Amazon Flex program.

  •  

     

  • I accepted an offer. Where do I go to start delivering?

    --PrimeNow, Amazon Restaurants, and Amazon.com orders show the block start location in the Amazon Flex app one hour before your block start time.
    --AmazonFresh offers always show the start location.
    

  • What should I do if I have a question about a delivery while I'm on the road?

    In the app, tap Help in the top-right corner to call Support.

  • What is a TBA number?

    A TBA number is the 12 digit tracking number, preceded by "TBA," that is used for Amazon.com orders. It can be found underneath the bottom barcode on all package labels.

  • What will I deliver?

    You'll deliver Amazon packages. Tens of thousands of items are available through Amazon, including electronics, household essentials, a variety of food items, alcohol, and much more.

• Earnings

  • How much will I earn delivering with Amazon Flex?

    Delivering with Amazon Flex, you may earn up to $18 - $25 an hour.
    Amazon pays by the delivery block.
    
    How can I make more delivering with Amazon Flex?
    
    Use a large vehicle: You can earn more by driving a larger vehicle, like an SUV or van that can fit more packages, to make you eligible to receive offers for longer delivery routes.
    
    Earn more during our busiest times: During peak delivery times, delivery blocks may be offered at higher rates. A notification will alert you that increased rates are available.
    
    Make deliveries eligible for tips: Customers are given the opportunity to tip you when ordering from Prime Now, AmazonFresh, and Amazon Restaurants.

  • When will I get paid?

    You can track your pay on the Earnings screen of the Amazon Flex app.
    
    Amazon Flex processes payments on Tuesday and Friday via direct deposit to the bank account you provided during sign up. You should see payments in your bank account the following day, but due to events like bank holidays, your deposit may be delayed.
    
    If you deliver for Prime Now and Amazon Restaurants you will receive payment after all tips have been finalized (about 1-2 days after delivery). While tips process, you’ll continue to see estimated earnings.
    
    

  • Will I be reimbursed for mileage, parking, or tolls?

    As an independent contractor, you are responsible for your own expenses.