Help

Solve Video Issues

If you're having trouble watching Prime Video, or see an on-screen error message, here are some solutions that may help.

Streaming & Playback Errors
Error Codes: 1007, 1022, 7003, 7005, 7031, 7202, 7203, 7204, 7202, 7206, 7207, 7230, 7235, 7250, 7251, 7301, 7303, 7305, 7306, 8020, 9003 These errors occur when there's a problem connecting to the Prime Video service. Try these tips to resolve common connection issues: Restart your device - Restarting your device, Internet modem, and/or router can resolve most intermittent connectivity issues. Temporarily pause other Internet activity - Are there a lot of other devices connected to the same Internet network you're using? When your device shares a network with other devices, this can impact your connection speed and streaming quality. If possible, try to temporarily pause activities like file downloading, online gaming, and video streaming on other devices connected to your network. Check the connection to your Internet Service Provider (ISP) - If your connection speed is much slower than usual (and you've already tried restarting your Internet modem or router), we recommend contacting your ISP for additional help. Disable any VPN, proxy, or"unblocker" service - For more information, see Using a VPN or Proxy to Access Prime Video.

Streaming & Playback Errors

Error Codes: 1007, 1022, 7003, 7005, 7031, 7202, 7203, 7204, 7202, 7206, 7207, 7230, 7235, 7250, 7251, 7301, 7303, 7305, 7306, 8020, 9003

These errors occur when there's a problem connecting to the Prime Video service.

Try these tips to resolve common connection issues:

Restart your device - Restarting your device, Internet modem, and/or router can resolve most intermittent connectivity issues.
Temporarily pause other Internet activity - Are there a lot of other devices connected to the same Internet network you're using? When your device shares a network with other devices, this can impact your connection speed and streaming quality. If possible, try to temporarily pause activities like file downloading, online gaming, and video streaming on other devices connected to your network.
Check the connection to your Internet Service Provider (ISP) - If your connection speed is much slower than usual (and you've already tried restarting your Internet modem or router), we recommend contacting your ISP for additional help.
Disable any VPN, proxy, or"unblocker" service - For more information, see Using a VPN or Proxy to Access Prime Video.

PIN Errors
Error Codes: 5014, 5016 These errors occur when there's an issue with your PIN. Try again later - PIN issues are typically temporary. Try waiting a few minutes, and then enter your PIN again. Change your PIN settings - If the problem continues, you can reset your PIN or turn off Parental Controls from Account & Settings. For more information, go to Manage Prime Video Parental Controls.

PIN Errors

Error Codes: 5014, 5016

These errors occur when there's an issue with your PIN.

Try again later - PIN issues are typically temporary. Try waiting a few minutes, and then enter your PIN again.
Change your PIN settings - If the problem continues, you can reset your PIN or turn off Parental Controls from Account & Settings.

Sign In or Sign Out Errors
Error Codes: 5005 These errors occur when there's a problem with the sign in or sign out process. For issues during Sign In Make sure to enter the account information associated with your Prime Video or Amazon Prime membership. If you continue to see an error, please wait and try again later. Sign in errors are typically caused by temporary connectivity issues. For issues during Sign Out If you're seeing an error on your device, you can also sign out from the Account & Settings on the Prime Video website, or from the Settings menu in the Prime Video app for Android and iOS. Find your device under Registered Devices and select the Deregister option next to it. For more information, go to Manage Your Prime Video Devices.

Error Codes: 5005

These errors occur when there's a problem with the sign in or sign out process.

For issues during Sign In
Make sure to enter the account information associated with your Prime Video or Amazon Prime membership. If you continue to see an error, please wait and try again later. Sign in errors are typically caused by temporary connectivity issues.
For issues during Sign Out
If you're seeing an error on your device, you can also sign out from the Account & Settings on the Prime Video website, or from the Settings menu in the Prime Video app for Android and iOS. Find your device under Registered Devices and select the Deregister option next to it.