Cannot respond to Alexa support query, all links lead to DevAssistant chatbot

Fire Devices & Appstore Q&A
1

We’ve been trying to respond to a couple of different supports cases with the WWA team but now all links that use to function lead to the DevAssistant chatbot. I’ve attached an example query with the chatbot where it tries and fails to create new cases or respond to existing cases. It is unclear if this has to do with the permissions on our account, it seems to be failing to do tool usage correctly.

Screenshot 2026-09-18 at 10.59.26 AM
Screenshot 2026-09-18 at 10.59.26 AM822×1065 135 KB

2

Hi Mark,

I’ve passed this on to the Alexa+ team and they’ll be in direct contact.

DevAssistant support should be fixed soon.

If you have more trouble, you can use Alexa Community Slack or Stack Overflow, since we don’t have a dedicated Alexa+ space on this forum yet.

Thanks,

Moses

3

Hi Moses,

I tried posting this on Stackoverflow and the topic was deleted as it wasn’t considered to be a coding question.

I’ve joined the Alexa Community slack and tried to post in the #alexa-developer-console channel but it’s not obvious where I should be posting in relation to this issue.

In terms of what you mentioned about direct contact, should I be expecting that on this thread or elsewhere?

4

Hi Mark,

I just confirmed that case submission via Dev Assistant is working again (and I was able to submit my own case).

Please resubmit your issue through the Dev Assistant.

Thanks,

Moses

5

Hi Moses,

I just tried to create a new case and got the same error. This possibly seems related to the ticket category/subcategory that my account able to post in. I tried to doing it with the WWA category, then DevAssistant told me I only had access to the ADM SmartHome category. I tried putting the ticket in that category but it showed the same tool use error as before.

Thanks for your help.

devassistant
devassistant789×1180 122 KB

Mark

6

Hi Mark,

I’ve asked the Alexa team to look into this.

Thanks,

Moses

7

Hi Mark,

The Alexa team tells me the issue should now be resolved.

Let me know if you’re still having problems, or I’d recommend reaching out to your Amazon POC directly for issues in the future.

Thanks,

Moses

8

It’s working now. Thanks for your help Moses. We used to have an Amazon POC but that person transferred to a different part of Amazon and we hadn’t been in contact for a while. I appreciate your assistance with coordinating across teams on this issue.

9

Hello,

I am experiencing the same issue with my Alexa support case #72198520.

The support team is waiting for my confirmation to proceed with a Client Secret rotation.

However, the notification email is from a no-reply address, the case link redirects to DevAssistant, and DevAssistant says it cannot add comments to existing cases.

Could an Amazon representative help me forward my confirmation to the support team or provide a working way to reply to my existing case?

Thank you,
Sylvain