There’s nothing worse than trying to tune into your favourite Prime show or film and not being able to access the streaming platform at all. If you’re not sure what the problem is – or how to fix it – then we’re here to help.
You can find out here how to tell whether the issue is with Amazon Prime Video as a site, if there’s a problem with your account, or if there’s some gremlins in your internet. Read on for more details.
How to check if the entire Amazon Prime Video site is down
Before you go unplugging cables and changing passwords, there’s a couple of health checks you can do to see whether the problem is on the site's end, and not yours:
Visit an independent status checker website
If there’s a wider problem with your area or country, then sites such as isthisservicedown and Down Detector will report the problem for Amazon Prime Video. Unlike Netflix, Amazon doesn’t have a dedicated web page in their help centre to verify the status of the platform.
Using these sites is completely free, and you can also use them for other streaming services and websites should you wish.
Use Twitter or social media
Another quick way to see if there’s a wider issue is to head to Twitter. You can either report your problem to @AmazonHelp directly for help from someone from the company – note that the @PrimeVideo account doesn’t appear to deal with maintenance issues.
Alternatively, you can use the search bar to identify if any other users are also encountering problems. The most common hashtag is #AmazonPrimeDown – so take a quick browse and see if any other users are in the same boat as you.
Find out the issue on your end
If none of these are yielding results, then you may have an issue with your account, device or your internet/TV provider. Here’s some more tests you can undertake to source out the route of the problem and get back up streaming:
Check the error codes
If you’re trying to play a video and the webpage is issuing an error code, here’s the meanings of some of the most common and what you can do:
- Go to your payment details and ensure that the 1-Click options are correct and up to date
- If the show/movie is rented or purchased, ensure that the order is listed as ‘completed’ in your history
- Ensure that your email address and password that you sign in with are correct
- Try logging into your general Amazon account – if that doesn’t work then reset your password
- If you use Chrome, check if there are any browser updates by heading into your Settings. If so, download the update when prompted
- You can also check for updates in Chrome by inputting chrome://components into your address bar. Click 'Check for Update' under Widevine Content Decryption Module and install any available updates
Errors 1007, 1022, 7003, 7005, 7031, 7135, 7202, 7203, 7204, 7206, 7207, 7230, 7235, 7250, 7251, 7301, 7303, 7305, 7306, 8020, 9003 and 9074
These errors are to do with buffering or playback – and there’s a few things to try:
- Check your internet connection and pause any other internet activity
- Close Prime Video on your device and restart it
- Update your connected device’s DNS settings
- Disable any VPN or proxy servers
- If you’re connected a screen or another monitor, ensure that your HDMI cable and display is compatible with HDCP 1.4 (for HD content) or HDCP 2.2 (for UHD/HDR content)
Check if it’s a problem with your TV or broadband provider
If you’re watching Prime through a third-party provider such as Virgin Media, the issue may be through their platform. Try opening Prime on browser, and not through your TV. If the problem is just on that platform, head to your provider's help centre.
The issue also may be with your broadband. You can try resetting your hub, or doing a speed test to see if the numbers are lower than usual. You can also see our articles on how to check if Virgin and BT are down, and how to fix your Wi-Fi disconnecting.
Update or change your device
If you’re watching Prime Video on a mobile or tablet, then you should see if the app itself needs an update. All you need to do is head into the app store (Google Play for Android users, Apple Store for iOS users) and see if Amazon Prime Video is notified as needing an update.
For iOS users, this means tapping on ‘updates’ at the bottom of the screen and seeing if the app appears in the list, and for Android users going into ‘My apps and games’, clicking on Amazon Prime Video and seeing if you have the latest version installed.
If the problem persists, try loading Prime Video on another device and seeing if that works – this will suss out if it's an account problem.
Ask Amazon for further help
If none of these options work, then the best thing to do is contact Amazon directly. You can either go to the Prime Video forums for further questions or go to the Amazon chatbot – there may be a more specific issue that they can help with.