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.
Quick answer
Error 5004 is a Prime Video sign-in problem tied to your Amazon email or password. Verifying — or resetting — those credentials often clears it.
- 1.Re-enter your email and password carefully, making sure you're using the Amazon account linked to your Prime membership.
- 2.If it still fails, reset your Amazon password at amazon.com and sign in again with the new one.
What it means
Error 5004 appears when Prime Video can't verify the account you're trying to sign in with — the email or password doesn't match what Amazon has on file.
It's an account and credential issue rather than a hardware or app fault, so the fix is confirming or resetting your Amazon login, not repairing the device.
Common causes
- Mistyped email or password. The most common cause: a typo, an extra space, or wrong capitalisation in the email or password stops the sign-in from completing.
- Out-of-date saved or autofilled password. A password manager or the device's saved login is still using an old password you've since changed.
- Password needs a reset. When the credentials keep failing, Amazon's own fix for 5004 is to reset the account password and try signing in again.
- Signing in with the wrong Amazon account. You're entering a different Amazon account than the one that holds your Prime membership, so it can't authorise Prime Video.
Before you start
- Confirm which email address is tied to your Prime membership — many people have more than one Amazon account.
- Check that Caps Lock is off and that no extra space slipped into the email or password field.
- Make sure the device is online (open another app or a website) — a dropped connection can also surface during sign-in.
Fixes, from safest to last resort
Re-enter your email and password carefully
No data loss- 1Delete whatever is in both fields and type your credentials again slowly, watching for typos and stray spaces.
- 2Confirm you're using the exact email address linked to your Prime membership.
- 3If a password manager or autofill filled the password, clear it and type the password by hand instead.
Amazon's first official step for 5004 is simply to double-check the email and password you're signing in with.
Confirm the login works on amazon.com
No data loss- 1On a phone or computer, go to amazon.com (or primevideo.com) and sign in with the same email and password.
- 2If it also fails there, the credentials are the problem — go to the password reset step.
- 3If it signs in fine there, the account is correct and the issue is the device app — move on to signing out and back in.
This one test tells you whether to fix the account or the device, so you don't waste time on the wrong side.
Reset your Amazon password
Re-setup needed- 1Go to amazon.com → Account → Login & Security → Password → Edit (or open amazon.com/ap/forgotpassword directly).
- 2Enter the one-time code Amazon sends to your email or phone, then set a new password.
- 3Return to Prime Video and sign in with the new password.
This is Amazon's recommended fix when error 5004 keeps appearing after you've confirmed the email is correct.
Sign out of Prime Video and sign back in
Re-setup needed- 1In the Prime Video app, open the menu or Settings (gear icon) and choose Sign Out.
- 2On Fire TV, credentials are tied to the device: go to Settings → My Account → Amazon Account → Deregister instead.
- 3Restart the device, reopen Prime Video, and sign in with your verified credentials.
Signing out clears the stale saved login so the app requests fresh credentials from Amazon.
Clear the app cache or reinstall Prime Video
Re-setup needed- 1On Fire TV: Settings → Applications → Manage Installed Applications → Prime Video → Clear cache (then Clear data if it's still stuck).
- 2On Android TV / Google TV: Settings → Apps → See all apps → Prime Video → Clear cache.
- 3On other Smart TVs, Roku and consoles: delete or remove the Prime Video app, reinstall it from the store, then sign in again.
Clearing data or reinstalling removes only the app's local files and sign-in — your Amazon account and Prime membership are untouched.
Factory reset the device (last resort)
Removes apps & settings- 1Only do this if sign-in still fails on this device but works fine on amazon.com and on other devices.
- 2On Fire TV: Settings → My Fire TV → Reset to Factory Defaults.
- 3On a Smart TV, Roku or console: use the Reset / Factory reset option under Settings → System, then set the device up and sign in again.
⚠ A factory reset erases all apps, accounts and settings on the device. Try every step above first — 5004 is an account issue and rarely needs this.
If a menu doesn't match your TV
- Menu wording varies by device — on some Smart TVs 'Sign Out' lives under your profile picture or Settings inside the Prime Video app rather than a gear icon.
- On Fire TV the sign-in is the device's Amazon registration, so you deregister/register the whole device instead of signing out of the app alone.
When to contact support
Contact Amazon customer service if error 5004 continues after you've reset your password and confirmed the login works on amazon.com:
- Have the email address of your Prime membership ready, plus the model of the device you're signing in on.
- Tell them you already reset the password and that the same login works at amazon.com but not on the device.
- Ask them to check whether the account is locked or flagged, and whether Prime Video is available in your region.
Sources
- Official source: Amazon Prime Video Help — Sign-in / error 5004 · 2026-07-13www.amazon.com
Frequently asked questions
Does error 5004 mean my Prime Video account is banned?+
No. It's a sign-in mismatch between the credentials you entered and your Amazon account. Verifying or resetting your password almost always clears it — a suspended account shows a different message.
I reset my password and it still won't sign in — what now?+
Sign out (or deregister) the device and sign back in with the new password, then clear the Prime Video app cache or reinstall it. If amazon.com accepts the login but the device won't, the problem is the app, not the account.
Do I need to reset my Amazon password to fix 5004?+
Only if re-entering the correct credentials keeps failing. Type them by hand first; if that still fails, Amazon's official fix is to reset the password and sign in again.
Still not fixed?
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