Updated: March 23, 2023
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by Dmytro Sywyi
Tech Expert & Writer
861 resolved issues

I have bought a Sky glass to with Amazon prime app loaded in but I struggling to open it with my account

The app is prime video if that is different from my prime account

Hello, thank you for using Howly.

Customer Replay

I go to a screen that has 2 ways to sign in ; go to Amazon.co.uk/myth on my mobile, sign in our create a account and enter the code, it tells me once connected the page automatically updates. All that happens is I can watch on my phone not my tv

Okay, so you managed to log into your account, but the problem is that it has no effect on your TV, correct?

Customer Replay

I am no spring chicken so am not that good with tech

No worries! I will do my best to help you.
When you sign into your account, do you receive a message, saying "Something went wrong"?

Customer Replay


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What troubleshooting have you done so far?

Customer Replay

just tried doing it again with no success

Got it.
Let's try the following:

  1. Restart your Smart TV and your router.
  2. Once the TV has restarted, please check if any software updates are available on the TV and on the Prime Video app.
Customer Replay

There was no sign of updates but we still have the same screen and I tried logging in on my phone and we just have it on my phone nothing on tv

If no updates are available, go to the settings on your Settings> Locate applications> and find the Prime Video app.


Try clearing the Cache and Data on the Prime video app
Select App Settings. Select Storage and cache. Select Clear data and Clear cache.

Customer Replay

When we go to settings there is no locate applications just parental controls, language,auto play,contact us, legal , sign in and on the right is sign up for prime

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Ok, then press Home on your Sky remote, then highlight  Settings
Press system management then resets and update and finally Refresh apps
You'll see a message that says, 'Your apps are being refreshed'
Press Dismiss to return to normal viewing

Customer Replay

we are waiting
we where never asked to dismiss but it’s back to normal tv

Got it
Please go to the Apps Menu and find Prime Video via the Apps rail on the home page.
Open the Prime Video app and follow the instructions to pair your device with your Prime membership.
The easiest way to register your Sky Glass is to scan the QR code with your device and follow the steps on your device
When you access Prime Video you’ll land on the home page, and the Home will be highlighted


Customer Replay

You have made me very happy and made my partner be quiet we have prime on the tv Thank you

It was my pleasure to assist you )

Customer Replay


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Is there anything else I can do for you today?

Customer Replay

No thank you

I am so pleased to see your issue got resolved!

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