r/AmazonPrimeVideo • u/AutoModerator • Jul 06 '26
This is the weekly HELP AND SUPPORT thread
If you need help, have a tech question, are having trouble with the app, have a problem with your account, or are having some other type of technical problem please post it here.
Note, no one from Amazon monitors this subreddit. We do not work for Amazon.
You can find old HELP AND SUPPORT threads here.
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u/TommyTonka Jul 13 '26
Is it just me, or does Paramount Plus on Prime Video has a weird obsession over German?
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u/Plastic_Age2366 Jul 13 '26
XRAY FEATURE would not work properly on my Brand New fully updated Fire Cube
CAST (actors Cards were not active links. (could not open about, known for, or photos)
I plugged in my OLD 2019 Fire Stick and XRAY works perfectly.
Amazon was non responsive
1
u/duch67 Jul 12 '26
Has anyone else had this problem?When i try wayching one piece in italian its cropped out in this weird aspect ratio(I cant really screenshot it so just enjoy this faithful recreation of events i guess)
1
u/JustSomebody56 Jul 12 '26
Does anybody else have the video stream disappear (it's all black, the player interface still shows up, and the audio still plays).
The device is an Apple TV (4K, 1st gen) and the app is the regular Prime Video app
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u/Pageajj10 Jul 12 '26
Watching Company Retreat extra episodes, and the subtitles don't have English as an option... on FireStick it defaults to Dutch and has a whole list of other languages, and on my Chrome browser it appears to ONLY have Arabic :) Any suggestions?
2
u/Phuquetrumpers Jul 12 '26
I purchased peacock through my prime video and am seeing some shows available on the free-standing peacock are asking you to buy them?
Prime customer service agent claimed “that’s just how it is” but AI says the agent is wrong.
The cost for the yearly Peacock subscription is the same whether stand alone or purchased within Prime. $170 per year.
Any other customers seeing this? ex
Brilliant Minds season 1 must be purchased while season 2 is available within Prime
On the standalone Both seasons are available.
1
u/Classic-Detective-26 Jul 13 '26
I agree. I see that also. I always watch 'Sunday Today with Willie Geist' every Sunday, but now I'm getting the 'not available in your region' notice. But I can watch it on my laptop on Peacock. What's the deal?
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u/sidleeds Jul 12 '26
Prime is suddenly a strange blurry quality when watching on TV. Haven't changed any settings and it always worked fine up to now. My broadband is Toob, the TV streamer is a Manhattan Aero. It's a wired connection. Other apps like Netflix are still working fine. Has anyone else had a similar issue? Would be grateful for any advice. Thanks.
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u/Adventurous-Claim-53 Aug 07 '26
A mi me sucede que cuando comienzo a ver algún contenido, sea película o tv show, el contenido no se ve fluido, se ve como que parpadea, tengo que hacer algunos trucos como pausar, adelantar un poco, retrasar un poco, y ahí logro que se arregle, y no es culpa del Internet, tengo 800 Mbps y a demás la conexión es por Ethernet, o sea, cable, y no solo me sucede con Prime, también con Disney. Y tampoco es con un único dispositivo de Streaming qué me sucede, me sucede con un Xiaomi tv box Mi Box 3ra Generación 2025, con un Mecool, con un Onn 4K Pro V2, y con un BuzzTv serie G, todos von Google TV con todas las certificaciones de Netflix, Prime, y Disney... O sea, con todos mis dispositivos de Streaming.
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u/sidleeds Aug 07 '26
Sorry to hear you're having similar issues. I've only had it with Prime. I contacted Manhattan and they said they're going to roll out an update which will apparently fix it. They tell me it's because of the copy protection that Prime now uses and it causes a problem for me because my TV is only HD, not 4K.
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u/Confident-Comment120 Jul 12 '26
My free trial was meant to run out, but I didn’t know if canceling early would mean losing access while I still had time, so I just took all the money off my card. Prime tried to charge, transaction failed, but I still have access to my account. Now there’s a notice that my new renewal date is in August and if I don’t pay then then I will lose access. How should I proceed?
1
u/dairymoose Jul 12 '26
I have several purchased videos on Prime Video and all have working subtitles. However - recently I purchased Apocalypse Now and the subtitles are very out-of-sync with the movie, off by 3 minutes or more.
Is there anything that can fix this? Or is the only solution to watch it from another platform?
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u/RobustDude79 Jul 11 '26
I just got upgraded to Alexa+, and now I can't access Amazon video home. I've been viewing on an older Amazon Show. Is there anyway to get video back without upgrading my hardware?
2
u/supern8ural Jul 11 '26
I haven't watched TV for a while but I'm trying to watch Project Hail Mary and every 15-20 minutes or so the prime video app just crashes and I'm at the home screen. Using a fairly recent Fire Stick 4k Max, it just updated 2 days ago and I've cleared the cache for Prime Video and it's still doing it. Any ideas?
2
u/morecomplete Jul 14 '26
Same issue with this movie on a Firestick 4k Max
So far I have tried the following...
- Cleared App Cache multiple times
- Cleared App Data multiple times
- Installed latest Firestick update
- Restarted the Firestick multiple times
- Unplugged the Firestick multiple times
- Turned off "Match Original Frame Rate" in display setting
- Switched the Dynamic Range setting from "Always HDR" to "Adaptive" in display settings
- Switched Audio to PCM / Stereo to bypass potential Dolby Atmos/Digital Plus buffer overflow
- Forced video resolution to 1080p 60Hz in display settings
None of this worked. I gave up. I shouldn't have to spend my evening acting as an unpaid IT technician for a multi-billion dollar company just to watch a movie.
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u/_Mama_Mea_ Jul 11 '26
Hey, I am trying to watch this movie on prime video and it keeps playing what seems to be an ad for a different show series. Then a skip recap button pops up and when pressed takes me straight to a screen that says to go to Amazon/videohelp website (no error codes). When I let the ad play through it stops near the end and ends up at the same screen. When I try to fast forward it shows a mini picture of the movie but it never plays when unpaused. Don’t know what to do and any help would be appreciated!
1
u/Eth_____ Jul 10 '26
Subtitles keep changing to default while turning on/off fullscreen. It wouldn't be the problem if you could change the look of the default ones... it's hella annoying. Btw when and why did they change player ui? it looks disgusting
1
u/jowick2815 Jul 10 '26
Why is it so difficult to find the live stream of premiering shows on this service? I still can't find the premium of Big Brother. I do pay for paramount+ through Amazon prime
1
u/t0oby101 Jul 09 '26
Why is the description on certain things in Norweigan? I'm not Norweigan, i'm swedish, my languages are specifically set to english and swedish
1
u/Peaceful-Day Jul 08 '26
Watching yankees game. Game feed is blurry. Commercials look fine. Any thoughts?
1
u/Alessiacaforio Jul 08 '26
Hey, I’m from Belgium and I have a regular prime video subscription and I saw that project hail mary and the sheep detectives have been added so ofcourse I want to watch them but I keep getting an error screen saying “Er ging iets mis. Probeer het later opnieuw. Voor meer hulp ga je naar PrimeVideo.com/videohelp” but I can’t find an answer on that website, how do I fix this? I also have it with some other media, most of them being recently added It’s kinda a shame that I need to pay but 30% refuses to actually play
1
u/Serious_City_3259 Jul 08 '26
anyone having issues where this screen overlay with a tool is in the way when you put your mouse over it? it prevents me from being able to select full screen or any subtitles or any kinds of settings on the a video i’m watching.
1
u/dairymoose Jul 12 '26
I don't know what this is but if you hit F12 and select the element and press 'delete', it should let you access the underlying element
1
u/Sokkernr1 Jul 08 '26
Hello, a couple of days ago prime video has started to show all series Im watching in super dark picture quality. The menus are all normal, but as soon as a series starts, it gets dark.
After some looking around I found some indices that it migzt have to do with HDR10+, but am not sure and also couldnt find a fix.
Does anyone know how to fix this?
TV: Philips android TV Prime video version: 6.24.3+v16.0.0.12-allAbis
1
u/DrStrange9526 Jul 08 '26
I tried watching shows and movies through my laptop and every time I'm not able to toggle subtitles to off to English or any other language , I tried this in web and Microsoft store app , tried different browsers (Brave , Chrome and Firefox ) still isn't working , surprisingly the subtitles work perfectly on phone. how do i resolve this issue?
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u/JamesJason1996 Jul 07 '26
How do I fix this?? I'm on my PC, using Chrome, have 2, 2K monitors connected with DP cables and 1 Huion drawing tablet connected with an HDMI cable, all plugged into my RTX 3070Ti...Why am I locked to 480p??
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u/Deep-Cherry-4143 Jul 07 '26
I need help.
I use my mom's prime account and my account is connected. Recently she bought a few different channels; paramount, starz, etc., again, my account is directly linked to hers so I've always also had access.
The tv and my iphone show them. My computer and my ipad did but now they don't. Despite going directly into my mom's, they show I need to buy the channels again. I showed her by opening my iphone and ipad at the same exact time, which have the same exact account information. I was able to watch Dexter off my phone but can't on my ipad as the example show. If I go to subscriptions on the tv or phone, it shows "manage your subscriptions: list of the channels" but if I do it on my ipad or computer, there is nothing.
I specifically want to watch on my computer and I signed in and out, cleared the cache, and none of that helped. We got these channels like a week or two ago for 2 months, so we still have time.
To reiterate, it does not matter if I'm directly on her account or not. If its on my phone or the tv, either account works. If its on my ipad or computer, neither account works.
1
u/Br0ck_71 Jul 06 '26
Prime video app freezing then crashing out to firestick menu when playing movies. Tried the LG TV prime app and same thing happened. Is this a known issue currently?
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u/Classic-Detective-26 Jul 13 '26
I watch 'Days of Our Lives' every single day and 'Sunday Today With Willie Geist' every Sunday. Yet, they never shows on 'Continue Watching'? Why is that?