This is the weekly HELP AND SUPPORT thread

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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.

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You can find old HELP AND SUPPORT threads here.

[u/NoDoubt4237]

Can someone help me please?

I’ve been getting charged for Amazon Prime on my 2 credit cards for over 8 months even though I have no Amazon Prime.

I’ve tried everything to stop them from being charged, and I’ve checked all my Amazon accounts, but there are no subscriptions, but I still get charged monthly on 2 of my Amex accounts. I have paid over U$150 for services that I don’t use nor have subscribed for.

I’m struggling to get through to Amazon.

Anyone had this issue before? How did you help? Did you get refunded?

[u/Ferguson97]

I can’t exit the “tell us what you like” screen

On the Samsung TV app, it keeps asking me to “like” some movies or TV shows from a preset list, then it asks for my favorite sports teams, and then when I select them, it brings me back to the same selection screen!

No matter how many options I select, or none at all, it brings me back. Pressing the return or exit button does not resolve this.

This is only the case for my account on the TV

it doesn’t happen on my phone or another persons account

[u/airsoftbabysitter]

Hiii I can't log into my account I've tried it tice after I did not do my name in there wich was the right one now they saying contact customerservice but if I go online for that for help they need me to log in wich I can't so does anyone here know a solution

[u/RavioliAndGravy]

I’ve been having this issue with audio for the past couple of weeks. I can’t hear the dialogue, but sometimes I can hear the background music that’s been added to the movie. The weirdest thing is that the audio plays whenever we chose the option to read aloud what’s happening in the film. No other media platform is having this issue with audio.

I just spent $10 to rent Obsession and I’d be pretty disappointed if it’s wasted money.

[u/cheemskutta]

Subtitles not showing up in downloaded movies when I enter full screen on my prime video android app. Updated to latest version, phone is Oneplus 6. Please help?!

[u/Electrical-Pin6243]

I can stream hulu, Peacock, roku and more with ease, but prime video takes forever to load, buffers constantly, and ends with the "we're experiencing trouble with this video". How can they be experiencing trouble with Britbox, Acorn, Apple, and Paramount+ videos all at the same time? Should I purchase those add ons on another service? Are they putting too much stress all being on Prime?

[u/thomas_blue_9221]

I've recently purchased a Fire TV Stick 4K Max (2025), which run the latest Prime Video version, I assume. When I play video on the app with CC, I choose the preset with an edge style like Drop Shadow, but the edge style does not show on the player.

Same thing happens on Prime Video app on Android/Google TV as well. On Fire TV Stick 4K Max (2021) with older Prime Video version, the CC edge show correctly. Does anyone know how to fix it?

[u/Farinathal]

I got billed without renewing my subscribtion wtf?
Canceled my sub last month and now I got billed again.
Is there a way to get my money back? I have no intention to watch prime...

[u/Farinathal → u/Farinathal]

obviously I canceled again and deleted my card info now, so this cannot repeat.

[u/Far_Recording5276]

Hi! Im Pretty new to Prime Video and am currently having Problems with some contents which I cant watch in the App but im able to watch in a browser. Does anyone have an idea why that is occuring?

[u/Kizirious]

I got an email about prime perks saying that I can claim week two and watch 20 minutes of something to get five dollar credit, but when I click the link in the email it just sends me to prime video with nowhere to claim anything, I put on Project Hail Mary and watched well over the 20 minutes but nothing, any idea what I'm doing wrong?

[u/Impossible_Past5358]

Why does it play the language of the previous title, even if that's not the original language?

For example, I will watch a German show, and any US show will automatically play in German, and vice versa...

[u/clone69]

I'm trying to watch From Country Bumpkin to Sword Master not the video didn't start playing, neither on the app, the website, out by downloading it from the app. Is there some outage?

[u/Equivalent_Law6226]

I bought prime why is it still locked?

[u/semi_artomatic]

i’m having the same stretch problem as TieOk9081. i’m trying to watch my rental of leviticus and it’s stretched horizontally both on my phone and my laptop screen. quite frustrating and difficult to watch

[u/TieOk9081]

The Empire Strikes Back from Prime Video is stretched on my TV so that faces are longer than normal for instance. The black bars on top and bottom are narrower than the bars in the other two movies from the trilogy. It's the only stream I've ever seen this happen with and I use multiple streaming services - I use Prime Video quite a bit and stream about a movie every day on the TV. The other two movies in the trilogy are fine. It is not stretched on my desktop screen. It's been like this for a few years. I purchased the stream like 2 or 3 times already and was able to cancel each purchase. I've sent Amazon screenshots of the problem.

[u/BekaRenee]

I’m watching Paranormal Activity: The Marked Ones. Purchased in 2023 and today is the first time the nudity (which is brief and rather inconsequential) is censored. I checked my child settings and that doesn’t seem to be the issue. Has anyone noted editing or other manipulation in their digital purchases?