Help

Solve Issues on Your Mobile Device

If you're having trouble watching Prime Video titles on your Mobile device, here are some solutions that may help.

Restart the Video and Your Device

Try exiting playback for the video you're watching. Then tap Resume from the video details to start the video again.

If this doesn't work, try restarting your device.

Tip: For most devices, you can do this by holding the power button down for a few seconds. Then select the "Turn Off" or "Power Off" option on-screen. Once your device is off, press and hold the power button again to turn it back on.
After your device has restarted, return to the Prime Video app and try watching your video again.

Check Your Internet Connection

Many streaming issues are caused by problems with your Internet connection--including pausing or buffering, long load times, and poor video quality. Try these tips to resolve common connectivity problems:

  • Temporarily pause other Internet activity - When your device is sharing an Internet connection with other computers or devices, this can impact your connection speed and video quality. This typically happens when other devices connected to your network are downloading files, running video games, or streaming video. If possible, try pausing Internet activity on your other connected devices to maximize your bandwidth for Prime Video streaming.
  • Check the connection to your Internet Service Provider (ISP) - If your connection speed is much slower than usual, we recommend contacting your ISP for additional help.

Clear App Data (For Android Devices)

If you're using an iOS device, you can skip these steps. iOS devices don't feature a "Clear Data" option for installed apps.

If you're using an Android device, try clearing data for the Prime Video app:

Important: Clearing app data will automatically delete any downloaded Prime Video titles.

  1. Open the Settings menu for your device.
  2. Tap Apps or Application Manager.
  3. Select the Prime Video app from the list.
  4. Tap Clear Data then tap OK.
  5. Reopen Prime Video and try playing your video again.

After you've cleared data for the app(s), you'll may be prompted to sign in again when you reopen Prime Video.

Reinstall the App

If none of the steps above resolve the issue, try reinstalling Prime Video app.

Android Devices

To uninstall Prime Video app:

  1. Open the Settings menu for your device.
  2. Tap Apps or Application Manager.
  3. Select the Prime Video app from the list.
  4. Tap Uninstall, then select OK.

To reinstall:

  1. Open the Amazon Appstore, Amazon Underground app, Samsung Galaxy Appstore or Google Play Store on your device.
  2. Search for "Prime Video."
  3. Open the app detail page, and select the "Download" option.
  4. Sign in to reconnect your account to the app. Make sure to enter the account information associated with your Prime Video or Amazon Prime membership.

iOS Devices

To uninstall the Prime Video app:

  1. Press and hold down the "Prime Video" app icon until all the icons on your screen begin to shake.
  2. Tap the little "x" that appears in the the upper-left corner of the Prime Video app icon.
  3. Tap the Delete button.

To reinstall:

  1. Open the App Store app on your device.
  2. Search for “Prime Video.”
  3. Open the app detail page, and select the "Download from Cloud" option ("cloud" icon).
  4. Sign in to reconnect your account to the app. Make sure to enter the account information associated with your Prime Video or Amazon Prime membership.

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