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.

Reinstall the App

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

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