Prime Video Not Working On Roku? (Possible Causes & Fixes)

Emily Carr
by Emily Carr
Prime Video not working on your Roku device can be earth-shattering. I mean, how are you supposed to watch the latest season of Billions? If Prime Video isn’t working on

Prime Video not working on your Roku device can be earth-shattering. I mean, how are you supposed to watch the latest season of Billions?

If Prime Video isn’t working on your Roku, it’s likely due to a VPN, slow internet, or an app overload. Make sure your Amazon Prime account is in good standing with an updated form of payment. Opt for newer devices, like the Roku Express 4K+ for $39, to avoid software/ device mismatch.

In this article, we’ll cover why Prime Video may not be working on your Roku device and how to come up with a solution!

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Why Is Prime Video Not Working on My Roku?

During the middle of 2021, there was a bug that made it impossible for Roku users across the globe to use their Prime Video app. Although this has since been resolved, some individuals are still experiencing technical difficulties.

There are a few reasons why Prime Video may not be working on your Roku device. They are:

  • A Visual Private Network (VPN) Is Active
  • Internet Connection is Down/Weak
  • Amazon Prime Account Is Inactive
  • Prime Video Software Is Outdated
  • There Is an App Overload

Sorry if you’re one of the less fortunate souls experiencing any of these issues. Hopefully, the resolutions below will help!

Reason #1: A Visual Private Network (VPN) Is Active

A Visual Private Network (VPN) is when you route your internet traffic through a different location. This encrypts the data and adds an additional layer of security to your network.

Prime Video doesn’t support VPNs because it hides your IP address from their server. In order to allow for Prime Video to work, you must disable the VPN from your internet service provider.

The Solution:

No matter what device you have, there are a few simple ways to turn off a Visual Private Network.

To disable the VPN from your iPhone, follow these steps:

  • Go to ‘Settings.’
  • Select ‘General.’
  • Scroll down and select ‘VPN.’
  • Toggle the button to ‘Not Connected.’

To disable the VPN on Windows, follow these steps:

  • Go to ‘Settings.’
  • Click ‘Network & Internet.’
  • Scroll down and pick ‘VPN.’
  • There may be a few different networks. Click ‘Disconnect’ next to the one your Roku device is running on.

To disable the VPN on Mac (iOS), follow these steps:

  • Go to ‘System Preferences.’
  • Select ‘Network.’
  • Choose the appropriate VPN on the left.
  • Select ‘Disconnect.’

To disable the VPN on an Android Phone, follow these steps:

  • Go to ‘Settings.’
  • Select either ‘Connections’ or ‘Network & Internet’ (depending on your device).
  • Click ‘VPN.’
  • Either toggle the VPN ‘Off’ or select ‘Disconnect.’

Once you have completed these steps, you should be able to run Prime Video on your Roku device without any problems!

Reason #2: Internet Connection is Down/Weak

If Prime Video still isn’t working, check to ensure that your internet connection isn’t down or having issues.

To do so, visit and sign in to your Amazon account. Scroll down until you see the status of your wireless network- it will either read ‘Connected’ or ‘Not Connected.’ You can also check from your smartphone to see if it’s connected to WiFi.

If you are experiencing any technical difficulties with your internet connection, Prime Video will not be able to recognize your Roku device.

The Solution

Usually, this is a waiting game.

Wait until your internet service is working and restart the Prime Video app on your Roku. This may sometimes entail you deleting the app from your TV and re-downloading it. Have your login information handy, as this action will sign you out of the account.

If the issues persist, contact your ISP for more assistance.

Reason #3: Amazon Prime Account Is Inactive

If you are experiencing technical difficulties with Prime Video, it could be because the Amazon Prime account is inactive.

It’s possible that you forgot to pay your bill or that the credit card you have hooked up to your Amazon Prime account has since expired. We’re all guilty of this oversight- I know I am.

Another probable cause could be too many users trying to use the same Prime Video app at once. This can happen if you share an account with the rest of your family.

The Solution

To resolve Prime Video issues, you’ll need to re-activate your Amazon Prime account.

Visit from your computer or go to the Amazon Prime app on your smartphone and make sure you have the correct payment information. Update your subscription and re-connect an active card.

Sign in to your Amazon Prime account and click the ‘Start Your Membership’ button to resubscribe. This should fix the problem!

Reason #4: Prime Video Software Is Outdated

Amazon Prime Video was released to work on Roku devices in 2012. There have been several updates since to guarantee the app is working.

If you own an older model of a Roku, the Amazon Prime app may not be compatible with your device.

Prime Video is available for:

  • Roku Express
  • Roku Express+
  • Roku Streaming Stick (except for models 3400x, 3500x, and 3500EU)
  • Roku Streaming Stick+
  • Roku 2 (except for models 2720x and 27020EU)
  • Roku 3 (except for model 4230x)
  • Roku Premiere
  • Roku Premiere+
  • Roku Ultra 
  • Roku TVs

If your device isn’t listed above, that may be your problem.

The Solution

If you have an older model of a Roku, then there’s nothing that can be done to troubleshoot.

The next time you’re considering purchasing a new streaming device, opt for a newer Roku on the market. You can buy a Roku Express 4K+ for just $39 on Amazon.

Reason #5: There Is an App Overload

Occasionally, if you’re streaming too many apps on your Roku, it may experience an overload.

This overload can occur because the Prime Video app requires a lot of processing power and memory space.

The Solution

To resolve this problem, try closing out other apps that are running or open in the background. It could also help to restart your streaming device.

To restart your Roku:

  • Go to the main ‘Menu.’
  • Select ‘Settings.’
  • Choose ‘System,’ then ‘Power.’
  • Select ‘System Restart.’
  • Click ‘Restart.
  • Press ‘OK.’

This process should take around 60 seconds. Be patient while your TV reboots!

Related Questions

What are the top movies on Prime Video 2022?

The top 10 movies on Prime Video in 2022, in no particular order, include:

  • ‘Manchester by the Sea’ (2016)
  • ‘Chinatown’ (1974)
  • ‘Time’ (2020)
  • ‘Fight Club’ (1999)
  • ‘It’s a Wonderful Life (1946)
  • ‘Clue’ (1985)
  • ‘Knives Out’ (2019)
  • ‘Leave No Trace’ (2018)
  • ‘One Night in Miami’ (2020)

While movies and TV shows come and go from Prime Video, the app does a great job of offering new material every month. Whether you’re watching with friends or family, there’s something for everyone!

Why can’t I log into my Amazon Prime account?

If you can’t log into your Amazon Prime account, it’s likely due to the fact that you have incorrect login information or an expired password.

To reset your password:

  • Go to ‘Password Assistance.’
  • Enter either your email address or phone number used for your Amazon Prime account.
  • Click ‘Continue.’
  • Look out for an email or text message to authenticate your password reset request. You will be given a one-time password.
  • Navigate back to the app or and enter your one-time password.
  • Follow the prompts to create your new password.

Voilà! You will not be able to access your Prime account.

Why is Prime Video movie not downloading?

POV: You get your new Roku TV with the hopes of watching a movie, but for some reason, Prime Video won’t download it. Why?

The most common cause of this is a system bug or a downloading limit. To fix the bug, follow the steps below to clear the app’s data:

  • Find ‘Settings’ on your Roku TV or smartphone (whichever one you’re having an issue with).
  • Go to ‘Applications.’
  • Select ‘Prime Video.’
  • Click ‘Clear Data’ and ‘OK.’

This should wipe any of the software issues. Also, note that there is a downloading limit of around 20 videos per account. Make sure you aren’t exceeding this, especially if you share a Prime account with multiple people.

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In Summary

Prime Video is a little different from Netflix, Hulu, and other apps. If you’re experiencing issues with your Roku device or another streaming media player that supports Amazon Prime video, there are a few things to check before throwing in the towel.

Make sure your account is in good standing by updating your expired credit card information and ensuring there aren’t too many devices linked to one account. This is especially necessary if each user is attempting to use Prime Video at the same time.

The last thing we recommend troubleshooting is the Roku TV or device model itself. While most devices on the Prime Video’s compatibility list will stream the application just fine, some older Roku models may not be able to handle the newest version.

Last but not least, if you’ve tried all of these options and Prime Video is still not working properly on Roku, contact Amazon Customer Service for help getting the app back up and running!

Emily Carr
Emily Carr

Emily is a copywriter with over five years of experience in crafting content for the home renovation and remodeling industry. She loves house projects, whether it be painting a room or tweaking small design elements to transform a space. Her favorite aesthetic is french modern because of its clean lines and airy feeling! When not writing, Emily loves to travel and check out architectural details all over the world.

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