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Amazon Instant Video Troubleshooting


Prime Instant Videos

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I was charged for a video but I'm an Amazon Prime member.

Visit the product detail page to be sure the title is available in the Prime instant videos catalog.

Prime Instant Video titles are identified with a Prime logo on the purchase page.

Amazon Prime members can stream thousands of titles at no additional cost that are part of the Amazon Instant Video store catalog.

Prime Instant Video requires a paid Amazon Prime, Amazon Mom, or Amazon Student Membership. Prime Instant Video is also available with trial Amazon Prime and Amazon Mom memberships. It is not available with Amazon Student trial memberships or for invited guests of a shared household Prime account.

I can't download this Prime instant video.

Purchase or rent the video.

Prime instant videos are only available for streaming while connected to Wi-Fi.

While Prime instant videos are not available for download, the same videos may be available to rent and/or buy. To rent or buy, tap the "Purchase Options" button on the detail page of the video to show all available purchase options. Confirm your purchase and then select "Download."

Rentals and purchases will be charged to your credit card and are not included with a Prime membership.

Shopping and Purchasing

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I'm receiving a message saying I need to set up my 1-Click payment method.

Set up your 1-Click payment method.

Your digital 1-Click payment method allows you to make a purchase on your Kindle Fire device with the tap of a button and automatically charge your purchase to your default card.

We ask our customers to enter a default digital 1-Click payment method for all purchases, including free purchases, to verify a U.S. billing address.

I accidentally purchased a video and I want to return it.

Contact Customer Service.

Amazon Instant Video titles aren't returnable after purchase. You can find this information in the Amazon Instant Video Terms of Use.

If you need help with an order, you can contact Customer Service.

A video I want to buy is available for rent but not available to buy.

Rent the video.

The content we offer through Amazon Instant Video depends on our agreements with content owners and may not be available for purchase.

I want to see if my promotional balance was used on my order.

Check the order confirmation email or view your order details in Your Account.

Any available promotional balance will be deducted from eligible titles before any amount is charged to your credit or debit card.

You can view your order summary in Your Digital Orders.

Previous Purchases

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I want to watch a video I previously purchased on Amazon Instant Video.

Tap "Video," "Library," and then "Cloud" to access your previously purchased content.

Expired rentals or select purchases that are unavailable due to restrictions from our content providers will not appear in your library.

Note: Kindle Fire doesn't support HD playback. High Definition titles will be played in SD on Kindle Fire.

My previous purchases aren't in the Library.

Select "Cloud" instead of "Device."

Tap "Cloud" from within the Library. The "Device" tab will only display videos downloaded to your Kindle Fire.

Note: Expired rentals or select purchases that are unavailable due to restrictions from our content providers will not appear in your library.

Check the account your Kindle Fire is registered to.

Your Kindle Fire must be registered using the same e-mail address and password originally used to purchase Amazon Instant Video content.

If your device is registered to the same account used to purchase your content, please contact Customer Service for assistance.

Watching Videos

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My video is choppy or doesn't play as expected.

Check your Wi-Fi connection.

If your Wi-Fi connection is weak, video playback can stall.

Close any downloads currently in progress.

Close or pause the download of any apps, videos, music or other files to ensure that all possible bandwidth is used for your video to achieve smooth playback.

Download the video.

To watch your video without a Wi-Fi connection, you can download your video to your Kindle Fire.

I'm travelling internationally; will I be able to watch Amazon Instant Videos?

Download your content while you're in the United States.

You must be physically located within the United States to purchase, stream, or initiate a download from Amazon Instant Video. Videos that have been downloaded to your Kindle Fire can be watched from any location.

To download a video, tap "Download" from the video's detail page and verify the video has fully downloaded prior to leaving the United States.

I want to watch my personal videos in the Video application.

Watch the video in your browser or in the Gallery application.

Personal videos are not supported within the Video application. To watch personal videos on your Kindle Fire:

  • Download your video from the web through the Silk browser. The video will be saved to the "Downloads" folder on the device.
  • Connect your personal computer to your Kindle and copy a video to your Kindle Fire. To watch the video, launch the Gallery application and tap the video.
I'm streaming a movie but I'm seeing an error message saying my device memory is full.

Delete content from your Kindle Fire.

When streaming a video, a portion of the video will be cached to your device to ensure smooth playback. If your device memory is full, you'll need to delete some content to make space on your device before streaming.

My HD videos are playing in Standard Definition.

Watch videos in Standard Definition on the Kindle Fire and playback in HD on a compatible device.

Kindle Fire does not support HD playback.

Amazon Instant Video is compatible with over 300 devices that support HD playback. Click here for a list of compatible devices.

I'm trying to play a video but I'm receiving an error message that won't let me play. Check the Date & Time

From the Home screen, tap the Quick Settings icon, and then tap More. Tap Date & Time, and then tap ON next to Automatic.

Restart your Kindle Fire 1st Generation

Many issues with your Kindle Fire, such as a frozen screen or issues with downloading content, can be solved by restarting your device.

  1. Press and hold the Power button for a full 40 seconds. Your Kindle Fire will shut down while you hold the Power button, which is normal.
  2. After 40 seconds, release the Power button.
  3. Press the Power button again to restart your Kindle Fire.
I received an error stating I have no remaining download licenses.

Delete previously downloaded copies from other devices.

This error message indicates that you have exceeded your rental or purchase licenses. Try deleting any previously downloaded copies from other devices and try again. You can learn more about licenses and restrictions here.

I tried to resume watching a video on another device and it didn't pick up where I left off.

Push "STOP" on the remote control to save the location of your video.

Some devices (Song, LG, Vizio, Samsung) require the user to press "STOP" on the remote control to ensure the video location is saved.

Resume watching on a compatible streaming device.

TiVo and Unbox are download devices and are not compatible with Whispersync. Whispersync will work on any streaming-enabled device.

I'm trying to share a video with another Amazon.com account like I can with Kindle books.

This feature is not supported for the Kindle Video app.

I'm seeing an error message that says "Your device is no longer configured correctly to play Amazon videos."

For assistance, please Contact Customer Service.

Downloading

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I can't find my download.

Tap "Library," then select "Device."

If your video isn't available in the Device Library, check the product detail page to ensure the download has completed.

Expired rentals will be automatically removed from the library.

My video didn't download in HD.

Watch your video in Standard Definition on the Kindle Fire and playback in HD on a compatible device.

Kindle Fire does not support HD playback; however, Amazon Instant Video is compatible with over 300 devices that support HD playback. Click here for a list of compatible devices. The detail page for the device will clarify which devices support HD.

I want to transfer video files to my Kindle Fire from my computer.

Transfer personal files to your Kindle Fire with a USB and play personal videos in the Gallery app.

To transfer your personal videos to your Kindle Fire with a USB cable, connect your personal computer to your Kindle and copy a video to your Kindle. To watch the video, launch the Gallery application and tap the video.

Amazon Instant Videos cannot be transferred with a USB cable.

I can't download my video from the Library. Check the Date & Time

From the Home screen, tap the Quick Settings icon, and then tap More. Tap Date & Time, and then tap ON next to Automatic.

Check your Wi-Fi connection.

We recommend a stable Wi-Fi connection to download videos. A faster Wi-Fi connection will download your video more quickly. A stable connection can usually download a movie in about 5 minutes.

Check your license restrictions.

The error message stating "You have no remaining download licenses" indicates that you have exceeded your rental or purchase licenses. Try deleting any previously downloaded copies from other devices and download again. You can learn more about these restrictions here.