Amazon Prime Not Working: What’s Going On and What to Do
When Amazon Prime is not working, the trouble can take many forms. Prime Video may get stuck loading, refuse to open on your TV, reject your sign-in, stop with an error code, or say a title isn’t available where you are. Sometimes the app crashes, sometimes your network blocks it, and now and then Amazon itself has a problem.
This guide covers each of these causes, shows how to tell an outage from a local issue, and explains where a tool like Planet VPN can help and where it can’t.
Why Is Amazon Prime Not Working?
Prime Video needs your app, device, network and Amazon account to work together. A weak connection, an outdated app, a wrong date and time, an HDMI cable without copy-protection support, or a lapsed payment can each stop a video. Amazon also lists VPNs and proxies as a trigger for playback errors. Start with these quick checks.
How to Fix
- Close the Prime Video app or browser tab, then open it again.
- Turn your device off, wait at least 60 seconds, and turn it back on.
- Set the date and time on your device to automatic.
- Update the Prime Video app and your device’s software.
- Restart your modem and router, then pause other downloads on the network.
Is Amazon Prime Down, or Is It Just You?
Now and then the fault sits on Amazon’s side. During an outage, many people in the same region see the same error at once, on every device. Amazon doesn’t run a public status page for Prime Video, so check outage trackers and Amazon’s support accounts instead. If Prime Video works for friends nearby and on mobile data, the problem is local.
How to Fix
- Look for a spike of reports on an outage tracker such as Downdetector.
- Check @AmazonHelp and @PrimeVideo on X for announcements.
- Try Prime Video on another device or on mobile data.
- If only you are affected, work through the local fixes below.
Amazon Prime Video Not Loading
A home screen that never fills in, a spinning wheel, or a black screen usually points to the connection, stored app data, or old software. Amazon adds a less obvious cause: some networks block DNS traffic, so the app can’t reach Amazon’s servers.
How to Fix
- Restart the device, the modem and the router.
- Clear the Prime Video app’s cache, or your browser’s cache on a computer.
- Update the app and your device’s firmware or operating system.
- If Prime Video loads on another network, ask your internet provider whether DNS traffic (port 53) is blocked.
Amazon Prime Video Won’t Open
When the app closes as soon as you tap it or hangs on the splash screen, the install is often the problem. A failed update, corrupted app data, or low storage can all stop Prime Video from launching.
How to Fix
- Force-close the app and restart your device.
- Update the app from your device’s app store.
- Free up storage space on the device.
- Uninstall and reinstall Prime Video.
- Try primevideo.com in a browser to check your account still works.
Prime Video Won’t Play
Sometimes everything loads, but the title fails with “Something went wrong” or “Unable to play video.” Your account can stream three videos at once, but the same title on only two devices, so family members watching the same show can block you. An HDMI cable or TV without HDCP 1.4 (HD) or HDCP 2.2 (4K and HDR) support can also stop playback.
Tip: If Prime Video plays in HD but fails in 4K or HDR, test a different HDMI cable and port first. Prime Video needs HDCP 2.2 support on every device in the chain for UHD content, and an older cable or soundbar is a common weak link.
How to Fix
- Make sure no more than two devices are playing the same title.
- Check that your HDMI cable and ports support HDCP 1.4 or HDCP 2.2.
- Set your device’s date and time to automatic.
- If you just bought or rented the title, check Your Orders to confirm the purchase went through.
Amazon Prime Login Problems
Sign-in trouble usually means the wrong email or password, a brief connection drop, or a device stuck on an old session. Amazon notes error 5005 can appear here. If you get Prime Video through a phone or broadband company, account questions go to that provider.
How to Fix
- Check that you’re using the email for the account that holds your Prime membership.
- Reset your password with “Forgot your password?” on the sign-in screen.
- Wait a minute and try again, since short connection issues cause many sign-in errors.
- Deregister the device under Account & Settings, then Devices, and sign in again.
- If you get Prime Video through a third party, contact that provider.
Amazon Prime Video Payment Problems
Payment issues block rentals, purchases and add-ons, and show up as codes such as 2016, 2021, 2063 and 7035. The usual causes are an expired card, a wrong security code, a card that blocks online payments, or low funds. If your Prime membership payment fails, the included catalogue can stop too. Ads, on the other hand, are normal in some countries and don’t signal a fault.
How to Fix
- Check the card number, expiry date and security code on file.
- Make sure your Prime membership is active and the payment method is current.
- On iPhone or Apple TV, update your App Store payment details.
- Contact your bank, or try a different payment method.
Prime Video Keeps Buffering
If a show keeps stopping to load or turns blurry, check your connection first. Amazon recommends at least 1 Mbps for SD and 5 Mbps for HD, and 4K needs far more. For live sports that stutter, Amazon suggests turning off your TV’s motion smoothing.
How to Fix
- Run a speed test and compare it with the 1 Mbps (SD) and 5 Mbps (HD) minimums.
- Pause downloads and other streams on your network.
- Move closer to the router, switch to 5 GHz Wi-Fi, or use a cable.
- Turn off motion smoothing on your TV if live events stutter.
- If your provider throttles video, try a nearby VPN server to compare.
Prime Video Keeps Crashing
An app that freezes or drops you to the home screen mid-episode is usually short on memory, out of date, or holding corrupted data. If crashes began right after an update, a bug may be to blame and a fix often follows.
How to Fix
- Close background apps to free memory.
- Clear the Prime Video app’s cache and data.
- Update the app and your operating system.
- Reinstall the app if crashes continue.
Prime Video Not Working on TV
Smart TVs, Fire TV sticks, Roku players and cable boxes each run their own version of the Prime Video app, so a title can play on your phone and fail on the TV. Old firmware, a full cache, wrong date and time, and HDCP problems are the usual causes. A factory reset wipes the device, so keep it for last.
How to Fix
- Unplug the TV or streaming stick for a minute, then plug it back in.
- Install the latest firmware for your TV, Fire TV or streaming box.
- Clear the Prime Video app’s data in the device’s app settings.
- Check the TV’s date, time and network connection.
- Factory reset the device only if nothing else works.
Common Amazon Prime Video Errors
Prime Video shows numbered error codes when something fails. Many share the same fixes, so they are grouped below.
| Error | What it means | What to do |
|---|---|---|
| 1007, 1022, 7031, 7202, 9074 (and other 7000-range codes) | A playback problem, often linked to the connection, app, date and time, or a VPN | Restart the app and device, set date and time to automatic, turn off any VPN or proxy, and update the app. |
| “Something went wrong” / “Unable to play video” | The title failed to start | Check stream limits, HDCP support and your connection, then retry. |
| 5005 | A sign-in or sign-out problem | Check your login details, retry, or deregister the device and sign in again. |
| 2016, 2021, 2063, 7035 | A payment or order error | Update your payment details, check your card allows online payments, or use another method. |
| 7235 | Protected video is blocked in Chrome | Update Chrome and its Widevine module, and allow protected content in site settings. |
| “Your device is connected to the internet using a VPN or proxy service” | Prime Video detected a VPN, proxy, or a flagged IP address | Turn off the VPN or switch servers, and see the VPN section below. |
Why Can’t I Access Amazon Prime Video?
Sometimes Prime Video works fine, but your location or network stands in the way. The service runs in more than 200 countries and territories, yet the catalogue changes by country, and Amazon says some titles and live events won’t play outside your home country. School, office, hotel and public Wi-Fi often block streaming, and some networks filter DNS. Reinstalling won’t help here. A VPN is the practical fix when a local network blocks Prime Video.
How to Fix
- Test Prime Video on mobile data. If it works there, your Wi-Fi is blocking it.
- On public or work Wi-Fi, connect through a VPN to get past the local block.
- Change your DNS if your provider filters the connection.
- When travelling, remember that titles you bought or rented stay available, while some included titles may not.
When a VPN Can Help with Amazon Prime
A VPN solves a specific set of problems. It can get you past school, work, hotel or public Wi-Fi blocks, work around DNS filtering, protect you on open networks, and sometimes ease ISP throttling. It can’t fix an Amazon outage, a failed payment, a wrong password, an app bug, an HDCP problem, or broken device settings. Prime Video also detects VPNs, so a server that works for browsing may be refused for video. If you want to try one, Planet VPN has streaming-friendly servers, and you can read more on the VPN for Amazon Prime page.
Amazon Prime Not Working With a VPN
If Prime Video stops the moment you connect, you’ll usually see “Your device is connected to the internet using a VPN or proxy service” or an HTTP proxy message. Amazon flags IP addresses shared by many VPN users, and DNS or WebRTC leaks can reveal a location that doesn’t match the server. Some people get this error with no VPN at all, when their provider’s IP range is flagged by mistake. Amazon’s terms still tie the catalogue to your country, so use a VPN for stable access and privacy.
How to Fix
- Switch to a different or streaming-optimised server, then reopen the app.
- Disconnect the VPN and start a fresh connection.
- Clear your browser’s cookies and cache, or the app’s cache.
- Flush your DNS cache and turn on DNS-leak protection.
- Change the protocol, for example to WireGuard, or turn on obfuscation.
- Connect to a server in the country where your account is registered.
- Getting the error with no VPN? Restart your router, then ask your internet provider to check your IP address.
Why Is Amazon Prime Not Working on My Phone?
On phones, low storage, stale app data, an old app version and battery-saving settings cause most Prime Video problems. The fixes differ between iPhone and Android.
Amazon Prime Not Working on iPhone
iOS has no option to clear an app’s cache. Deleting and reinstalling Prime Video gives it a clean start, and your watchlist stays in your Amazon account. Offloading frees space but keeps the app’s data, so it won’t fix corrupted files.
How to Fix on iPhone
- Update iOS and the Prime Video app.
- Free up space in Settings, then General, then iPhone Storage.
- Delete and reinstall Prime Video if it keeps failing.
- Check Screen Time content limits if titles are blocked.
Amazon Prime Not Working on Android
Android lets you clear the app’s cache and storage yourself, which fixes many loading and crashing issues. Battery optimisation and background-data limits can also cut Prime Video off, especially during downloads.
How to Fix on Android
- Clear the Prime Video cache in Settings, then Apps.
- Update the app from Google Play.
- Allow background data and turn off battery optimisation for Prime Video.
- Clear storage or reinstall the app if problems continue.
How to Prevent Amazon Prime Problems in the Future
Keep the Prime Video app, TV firmware and browser updated, and leave date and time on automatic. Use HDCP 2.2 cables for 4K. Keep payment details current and deregister devices you no longer use. If your network often blocks or throttles streaming, keep a reliable VPN ready.
Conclusion
When Amazon Prime isn’t working, go in order. Check for an outage, test your connection, then restart and update the app and device. Next, look at date and time, HDMI and stream limits, and your account and payment. If Prime Video works on every network except the one you’re on, a local block is likely, and that’s where a VPN like Planet VPN can get you watching again.
Frequently Asked Questions (FAQs)
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1. Why is Amazon Prime not working today?
It’s usually an Amazon outage, a problem with your connection, or an outdated app. Check an outage tracker and @AmazonHelp first. If others are fine, restart your device and router, set date and time to automatic, and update Prime Video.
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2. Why does Prime Video keep saying “something went wrong”?
This message usually appears when a title fails to start. Close and reopen the app, restart the device, turn off any VPN or proxy, and check that no more than two devices are playing the same title. On a TV, also check your HDMI cable supports HDCP.
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3. Why is Prime Video not working on my TV?
Smart TVs and streaming sticks run their own app versions, so old firmware, a full cache or a wrong date and time can break Prime Video on the TV only. Unplug the device for a minute, update its software, clear the app’s data, and reinstall the app if needed.
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4. Why does Prime Video say I’m using a VPN when I’m not?
Prime Video sometimes flags an internet provider’s IP address by mistake, or a proxy setting on your device or router triggers the check. Restart your router, remove any proxy settings, and ask your provider to look at your IP address if it continues.
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5. Why does Prime Video keep buffering?
Buffering is usually a speed problem. Amazon recommends at least 1 Mbps for SD and 5 Mbps for HD. Pause other downloads, move closer to the router or use a cable, and lower the video quality if needed.
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6. How many devices can watch Amazon Prime at the same time?
One Amazon account can stream up to three videos at once, and the same title on up to two devices at a time. Pay-per-view live events are limited to one stream.
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7. Can a VPN fix Amazon Prime?
Sometimes. A VPN helps when school, work or hotel Wi-Fi blocks Prime Video, or your provider throttles streaming. It can’t fix outages, payment problems or app bugs.