Prime Video error codes explained, and how to fix them

Prime Video shows a four-digit code with most errors. Amazon's help pages sort them into a few groups: codes for signing in, codes for payments and orders, and a long list of playback codes that all share one checklist of fixes.

Find your code below. If Prime Video fails on every device at once, look at our Prime Video status page first, because no setting on your TV will fix an Amazon outage.

Is Prime Video down?

Our Prime Video status page shows live checks and reports from other viewers. To test at home, open Prime Video on a second device, ideally a phone on mobile data. If it plays there, Amazon is fine and the problem is the first device or your home network. Big live sports events are the usual time for real Prime Video problems, because so many people start the same stream at once.

Sign-in, PIN and payment codes

• Error 5004: a sign-in failure. Amazon's advice is to check that the email address and password are correct, then check you can log in to Amazon itself with the same details. If you can't, reset the password from the sign-in page.
• Error 5005: listed by Amazon under problems signing in or out. Check you're using the right account and try again, since Amazon says temporary connection problems cause some sign-in failures. If a device won't sign out, go to Account & Settings, then Devices, on the Prime Video website and choose Deregister next to it.
• Errors 5014 and 5016: Prime Video PIN errors. Amazon says to wait a few minutes and try again, or reset your Prime Video PIN from your account settings.
• Error 2063 and other codes starting with 2 (Amazon lists 2016, 2021, 2023, 2026 to 2029, 2040, 2041, 2043, 2044, 2047 and 2048): payment and order errors. Check the card number, expiry date and security code on your payment method, make sure there are funds available, or use a different card. If you subscribed through Apple, update the payment details held by Apple instead.

Playback codes

• Errors 1007, 1022, 7031, 9074 and many others (Amazon also names 5001, 7003, 7005, 7135, 7202 to 7207, 7230, 7250, 7251, 7301 to 7306, 8020 and 9003): a title won't play. Amazon doesn't give a separate cause for each. It gives one checklist for all of them, which is the next section.
• Error 1060: this code isn't in Amazon's current help pages. Tech publications that cover it, including Android Authority, describe it as a bandwidth and network connection problem: the device can't hold a connection fast enough for the stream. Treat it as a connection fault. Amazon recommends at least 1 Mb/s for SD and 5 Mb/s for HD.
• Error 7235: appears in the Chrome browser on a computer. Update Chrome, then type chrome://components in the address bar and select Check for update under Widevine Content Decryption Module. Also check Chrome's site settings allow protected content.
• Error 7279: Amazon says this usually means something connected to your computer doesn't meet content protection standards. Update your browser and graphics drivers, try a different cable to your monitor or TV, and unplug any second display you aren't using.

Amazon's checklist for playback codes

1. Close the Prime Video app, or the browser if you're on a computer.
2. Set the date and time to automatic. Amazon says a wrong clock causes authentication problems that stop streaming apps working.
3. Turn off any VPN or proxy.
4. Switch the device off and wait at least 60 seconds before turning it back on.
5. Update the device, browser and Prime Video app. On a Fire TV: Settings, My Fire TV, About, Check for System Update.
6. Check nobody else is watching the same title. The same title can only be streamed to two devices at a time on one account.
7. Check the HDMI cable. A streaming stick, console or box needs a cable that supports HDCP 1.4 for HD, or HDCP 2.2 for 4K and HDR.
8. Pause other internet use and restart your router. Wait for its lights to settle before you reopen Prime Video.
9. Uninstall and reinstall the Prime Video app.

Amazon's final suggestion is a factory reset of the device. That wipes every app and account on it, so leave it until everything else has failed.

Reading the first digit

Amazon doesn't publish a full key to its codes, but its help articles show a rough pattern. Codes starting with 2 are about payments and orders. Codes 5004, 5005, 5014 and 5016 are about signing in and PINs. Most codes starting with 1, 7 or 9 are playback failures. The pattern has exceptions (Amazon files 5001 under playback and 7035 under payments), so use it as a hint about where to look, not a diagnosis.

When it's your internet provider

If the Prime Video app on a TV or set-top box says it can't connect, Amazon suggests one test that settles it: try the app on a different network. If it works there, the fault is with your home connection. Amazon specifically advises asking your provider whether DNS traffic on port 53 is blocked, which can happen with some parental-control or security filters. Prime Video also adjusts picture quality to the speed it measures, so a slow line normally shows up as a soft picture before it shows up as an error code.

Cables, monitors and copy protection

Codes such as 7279, and playback failures on a new TV or soundbar set-up, often come from the copy protection system HDCP. Every device in the chain has to support it: the streaming box, any AV receiver or HDMI switch in the middle, the cable and the screen. Plug the streaming device straight into the TV with a known good cable. If the error disappears, add the other equipment back one piece at a time.

If you pay for Prime Video through someone else

If Prime Video comes with your mobile or broadband contract, Amazon says billing, subscription and cancellation questions have to go to that provider. A payment code on such an account usually can't be fixed in your Amazon settings. The same applies abroad: Amazon says the titles you can stream may change outside your home country, so a title that won't play on holiday isn't necessarily a fault.

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