Amazon Prime Video Customer Service Contacts

Amazon’s privacy notice describes the personal information Amazon collects — including information customers provide, automatic information from devices and cookies, and information from third parties such as delivery carriers — and how it is used to operate, troubleshoot, and improve Amazon services, recommend products, process payments, comply with legal obligations, and serve advertising. It explains when information is shared with affiliates, third-party service providers, and sellers, and outlines the choices customers have over advertising, communications, and account data, including rights under U.S. state privacy laws. 

Streaming subscriptions are generally non-refundable, but customers can cancel an accidental rental, purchase, or in-app charge through the Cancel an Accidental Purchase help article, which usually allows a refund if no significant portion of the title has been watched. Add-on subscriptions and Prime Video Channels can be cancelled at any time through Cancel Your Prime Video Add-On Subscription; refunds for those services are governed by the individual channel’s terms. 

Use of Prime Video is governed by the Amazon Prime Video Terms of Use (last updated May 15, 2025), Amazon’s Conditions of Use (last updated May 30, 2025), and the Prime Video Usage Rules. Together they set rules for eligibility, accepted payment methods, recurring billing, content licensing and territorial restrictions, simultaneous-stream limits, prohibited uses, dispute resolution (including binding arbitration and a class-action waiver in the United States), and the right of Amazon to change terms, content availability, or service features with notice. 

Amazon offers refunds for accidental Prime Video rentals and purchases if you have not started watching, or have watched only a small portion of the title. Go to “Your Orders” on Amazon, find the Prime Video purchase, and select “Cancel Your Order” or “Request a Refund.” Refund eligibility is decided automatically; if denied, contact Amazon customer service at (888) 280-4331 to escalate. Step-by-step instructions are in Cancel an Accidental Purchase.

Unknown Prime Video charges are usually one of four things: a Prime or Prime Video subscription renewal, an add-on channel auto-renewal, a movie rental or purchase, or a Prime Video Ad Free upgrade. Sign in at amazon.com, open “Your Account,” then “Your Memberships & Subscriptions” and “Your Orders” to identify each charge. If a charge is unauthorized, report it through Amazon’s Contact Us page or call (888) 280-4331. See Unknown Charges on Prime Video for the full identification checklist.

To set parental controls on Prime Video, open Account & Settings, select “Parental Controls,” create a five-digit PIN, and choose the maturity ratings you want to restrict — General, Family, Teen, Young Adult, or Mature. The PIN is required to play restricted titles and to make purchases. Parental controls apply per profile, so set them on each profile you want to lock. Full instructions are at Parental Controls on Prime Video.

Prime Video supports up to six profiles per account, including Kid’s profiles that show only age-appropriate titles and hide rentals, purchases, and add-ons. To create a Kid’s profile, go to the profile selector on Prime Video, choose “Add New,” enter a name, and select “Kid’s Profile.” Each profile keeps its own Watchlist, viewing history, and recommendations. Setup instructions for web, mobile, and connected devices are at Create and Manage Prime Video Profiles.

To see and remove devices signed in to Prime Video, sign in at amazon.com, go to “Your Account,” and open “Manage Your Content and Devices.” Select the “Devices” tab to view every Fire TV, Roku, smart TV, phone, tablet, computer, or game console linked to your account, and click “Deregister” to remove any device you no longer use. Removing a device immediately signs Prime Video out on that device. The official walkthrough is at Manage Your Content and Devices.

Call Amazon Prime Video at (888) 280-4331, open a live chat or request a callback through Amazon’s Contact Us page, or email cs-reply@amazon.com for general support. For unresolved issues, escalate to cs-escalations@amazon.com. Support is available 24 hours a day, seven days a week, through Amazon’s general customer service team; Prime Video does not have a dedicated support line.