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Prime Video

Prime Video is Amazon's streaming app, and on TVs you sign in with a short code entered at amazon.com/code. Most failures on a TV come down to an outdated app, cached data, or the network — and for 4K or HDR titles, playback also depends on HDCP-compatible HDMI hardware when you use an external player.

Sign in at amazon.com/codeIncluded with PrimeAll major TV platformsHDCP-dependent 4K/HDR

Common error codes

5004A Prime Video sign-in problem — Amazon's official fix for error 5004 is to check the email and password you're signing in with, and reset the password if it keeps failing.

Common problems

  • App won't open or freezes on the home screen
  • Playback freezes, buffers, or stops responding
  • Registration code won't work or keeps expiring
  • 4K or HDR titles won't play through an external device (HDCP)
  • App outdated or missing after a TV software update

Featured guides

Prime Video

Prime Video Error 5004: How to Fix the Sign-In Problem

Error 5004 is a Prime Video sign-in problem: the email or password you entered doesn't match your Amazon account. Verifying or resetting those credentials fixes it.

Prime Video

Prime Video Not Working on Your TV: Every Fix, in Order

When Prime Video won't load, freezes on a black screen or keeps kicking you back to the sign-in screen, the cause is almost always on the TV side: a glitched app session, a weak connection, an outdated app, or a stale device registration on your Amazon account — all fixable in minutes.

Frequently asked questions

How do I sign in to Prime Video on my TV?+

Open the Prime Video app and choose Sign in / Register. The TV shows a short code; go to amazon.com/code on your phone or computer, sign in to your Amazon account, and enter it. Codes expire after a few minutes — reopen the app to generate a fresh one if needed.

Why does Prime Video freeze or buffer on my TV?+

Amazon's own first steps: make sure the Prime Video app is up to date, then restart the TV and your router (let the router's lights stabilize before retrying). If it persists, clear the app's cache or reinstall the app from your TV's app store.

Why won't 4K or HDR content play on Prime Video?+

When you stream through an external device, Amazon requires the HDMI connection to support HDCP 1.4 for HD and HDCP 2.2 for UHD and HDR. An older cable, port, or AV receiver in the chain can silently block 4K/HDR — connect the player directly to an HDCP 2.2 port to test.