Updated: April 05, 2023
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by Vitalii Yovko
Tech Expert & Writer
648 resolved issues

Amazon Prime Video issue

Hello, thank you for using Howly, my name is Vitalii. I’ll be happy to help you out! May I ask your name?

Customer Replay


Nice to meet you, *****!
May I know which device you're trying to watch it on?

Customer Replay

Watching it on my smart tv

Got, it, through their app, right?

Customer Replay

My Netflix working fine on it

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Can you tell me word-for-word the message you're getting when trying to watch Amazon Prime, please?

Customer Replay

It just goes to the start of watching prime video telling me to join but when I try that it's says I'm already a member of prime and it won't lete go any farther

Okay, got it
Please visit this page and let me know if you can see your Prime Video subscription listed there: https://www.amazon.com/yourmembershipsandsubscriptions

Customer Replay

Don't see it
But it's telling me I already have an account and won't let me sign up again

Are you sure you're logged into the same Amazon account on both devices?

Customer Replay

Do u have a number I can call pls

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Okay, can you try fully turning the TV off and then back on again, please?
I'm sorry, we can only offer support via live chat right now

Customer Replay

Yes I can do that

Please do and let me know how it goes!

Customer Replay

I will it's booting back up now

Okay, in the meantime, can you tell me if you saw your regular Amazon Prime subscription on that page I've sent you the link to?

Customer Replay

Still not working

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Okay, got it
May I know the model of your Smart TV, please

Customer Replay

Just keeps telling me to sign up wen I try and I press continue takes me back to homepage but won't let me on it
It's a toshiba


When you're on the homepage, do you the Settings icon at the top?

Customer Replay

Everything else works the way it should

Customer Replay

Do I go to settings

Yes, please do
Then, you see the option to Sign Out of your account
Please select that

Customer Replay

I'm on settings nothing is on it doesn't give me that option that I can see

Can you list the options it gives you, please?

Customer Replay

It gives me inputs notifications, account and profile settings,network, display and audio, applications, equipment control live tv, remotes and Bluetooth devices, al Xa, preferences, sleep timer device and software, accessibility and help
That's wat I get on settings

Please go to Account and Profile settings

Customer Replay


Do you see the option to sign out there?

Customer Replay


Is there an option to log in instead, perhaps?

Customer Replay

One says Amazon account

Yep, can you select that?

Customer Replay

One says sync Amazon account
That says when u select deregister

Yes, please select Deregister

Customer Replay

Kk so I pressed detegister
It's deregistering my tv

Great, after it's done, please let me know if it gives you the option to register/log in again!

Customer Replay

It's asking me to pick either fullvor basic
Do I pick one of them

Is there an option to skip that?

Customer Replay

I have to choose one

Let's go with basic for now, then

Customer Replay

I'd rather pick full is that okay

Customer Replay

Now it says have an account sign in or new to Amazon create an account
Which one do I choose

Please sign in to your Amazon account!

Customer Replay

Now it says step 1 sign in to your Amazon account at amazon.ca/code then step 2 when prompted enter this activation code to register your device baufry

Yep, you can do that on your phone, computer or tablet
Just make sure you're logged into your Amazon account first

Customer Replay

So I'm trying prime video again

Yes, after logging in, please try watching something again

Customer Replay

It's Tell ng me to start my thirty day free trial do I do that again

Yes, please

Customer Replay

K it did it thank u so much

I’m glad I was able to get that sorted out for you. Is there anything else I can assist you with today?

Customer Replay

No thank u I appreciate it so much god bless

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