How to use it
- Read the live status above. It tests Prime Video from outside your network.
- Open the official Prime Video Help (no public status page) page for confirmed incidents.
- If Prime Video is up, work through the fixes below, cheapest first.
- Press the report button if it still fails, so other visitors see it.
Is Prime Video down for everyone or only for you?
Prime Video depends on your Amazon account for sign-in and membership checks, on a catalog service that lists titles, and on a streaming network that delivers the video to your device. The player on each device also has to pass content protection checks. A title can fail because of your account, the network or the device, and each needs a different fix.
Our check requests the Prime Video storefront page from outside your network. Amazon does not publish a public status page for Prime Video that I could confirm, so the help center and your own test on a second device are the best signals. If the storefront answers and another device plays video fine, the problem sits with the first device or your Wi-Fi.
The live check on this page requests www.amazon.com from our servers every few minutes. A normal answer from those addresses means the service is reachable from outside your network. It does not prove that every feature inside Prime Video works, which is why the problem reports and the fixes below matter.
What usually breaks with Prime Video
Sign-in
The app rejects your login or loops back to the sign-in screen. Credentials, a locked account or an outdated app can cause this.
Playback and buffering
Video freezes, drops quality or spins. Connection speed, Wi-Fi strength and background downloads are the main causes.
Content protection errors
Playback fails on a computer because of the browser, drivers or a connected display. Amazon documents this for specific error codes.
Payment and rentals
A rental or purchase will not go through, which Amazon ties to payment details.
Live events and sports
A live stream lags or fails while on-demand titles play. Live uses a different delivery path with less buffer.
How to fix Prime Video when it only fails for you
Start at the top. The first steps are the cheapest and fix most cases that are not a real outage.
- Test another title and device. Play a different title, then try a phone or laptop on the same Wi-Fi. This shows whether the fault is the title, the device or the network.
- Force stop and reopen the app. On Android go to Settings, Apps, Prime Video, Force stop. On iPhone swipe the app away. On a TV, exit to the home screen and reopen it.
- Restart the device. Unplug a Fire TV Stick, smart TV or streaming box for 30 seconds and plug it back in. This clears temporary player errors.
- Check your internet speed. Run a speed test on the same device. Amazon recommends at least about 1 Mbps for SD and 5 Mbps for HD streams, and more for 4K.
- Update the app and system software. Update Prime Video in your device's app store. On a TV, check Settings for a system update.
- Sign out and sign in again. Use the in-app sign out option, then sign in with the email and password for your Amazon account. Use the Forgot password page if needed.
- On computers, update the browser. In Chrome open Settings, About Chrome and update. Then visit chrome://components and update Widevine Content Decryption Module.
- Lower the stream quality. In the Prime Video settings choose a lower video quality or data usage setting if your connection is weak.
If none of this helps and the live check above shows the service as up, read our guide on why a website is not loading, or see how to flush DNS.
Common Prime Video error messages
| Message or code | What it means | What to do |
|---|---|---|
| Error 5004 | A sign-in error. Amazon's help points to checking the email address and password. | Confirm your credentials or reset the password with Forgot your password. |
| Error 7235 | A playback error in Chrome on desktop, tied to browser and Widevine components. | Update Chrome and the Widevine component, check protected content settings, then restart the browser. |
| Error 7279 | A content protection problem. Something connected to your computer may not meet the standards. | Update browser and graphics drivers, try other display cables, disconnect extra displays and restart. |
| Error 2063 | A payment issue with the method used for Prime Video. | Check payment details under Account and Settings and update an expired card. |
Official Prime Video status and support
The company itself has the final word on outages. Check Prime Video Help (no public status page) for confirmed incidents and use Prime Video Help if your account has a problem that is not an outage. We are not affiliated with Prime Video.
Facts and menu names on this page were checked against the official sources below on October 25, 2026. Apps change their menus, so a setting may sit in a slightly different place in your version.
- www.primevideo.com/help
- www.primevideo.com/help?nodeId=GHXU2LF9RGW8VV68
- www.primevideo.com/help?nodeId=G8X362NHQ64MH5SY
- www.primevideo.com/help?nodeId=GGXDYRV4GXTSYGKC
Other services people check
Frequently asked questions
Is Prime Video down right now?
Check the live result above, then test another device on the same Wi-Fi. If another device plays, the original device or its app is the problem.
Does Prime Video have a status page?
I could not confirm one. Amazon's Prime Video help center covers error codes, and Downdetector-style reports are only user reports.
Why does Prime Video work on my phone but not my TV?
The TV app may be out of date or its cache may be corrupted. Update the app, restart the TV and sign in again.
Why is video blurry then sharp?
The player adapts quality to your connection. A slow or busy network drops the quality. Move closer to the router or use Ethernet.
Can I fix a payment error myself?
Often yes. Check the payment method on your Amazon account. Never share card details or passwords with anyone who contacts you.