Amazon Prime Video is a subscription video-on-demand and ad-supported streaming service operated by Amazon.com, Inc., headquartered in Seattle. It offers movies, TV series, Amazon MGM Studios originals, live sports, and add-on channel subscriptions, and is included with an Amazon Prime membership or available as a standalone Prime Video subscription.
1 to 30 minutes.Availability: 24 hours a day, seven days a week.
Social media
Amazon's main customer service handle is @AmazonHelp on X (formerly Twitter), which handles Prime Video questions. Prime Video also maintains brand accounts on Facebook, Instagram, TikTok, YouTube, and Threads, but those are content-focused rather than support channels.
Help center/FAQ
Amazon Prime Video help center/FAQ provides quick answers to common questions regarding account, billing, playback, devices, parental controls, and add-on subscriptions.
To install Amazon Prime Video, open your device's app store — Google Play, Apple App Store, Microsoft Store, or your smart TV's app store — search for "Amazon Prime Video," and tap install. Once installed, open the app, select "Sign in," and enter your Amazon account credentials. Prime Video is preinstalled on Amazon Fire TV, Fire tablets, and Echo Show devices. For installation steps on specific platforms, see Amazon's Install Prime Video on Your Devices help page.
Amazon Prime Video customer service policies
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.
Amazon Prime Video loyalty program
Amazon Prime Video does not have a standalone loyalty program. It is included with Amazon Prime, a paid membership that bundles free shipping on eligible Amazon orders, Prime Video, Amazon Music access, Prime Reading, and other benefits. Membership is paid monthly or annually; benefits and price are listed on the Amazon Prime sign-up page.
Frequently asked questions about Amazon Prime Video
Amazon Prime Video customer service is available 24/7.
Go to “your account” and select “payment options.” From there, you can add or edit payment methods.
Call Amazon Prime Video at (888) 280-4331 or use the Contact Us page on Amazon, which lets you request a phone callback, start a chat, or send an email. For escalations, email cs-escalations@amazon.com.
In the United States, ad-supported viewing is now the default for Prime Video. To watch most movies and shows without ads, upgrade to Prime Video Ad Free for an additional monthly fee through Account & Settings on Prime Video. Some content — including most live sports — may still include ads even with Ad Free. The upgrade can be cancelled at any time.
To cancel a standalone Prime Video subscription, follow the Cancel My Prime Video Subscription article. To cancel a channel such as Paramount+ or AMC+ that is billed through Prime Video, use Cancel Your Prime Video Add-On Subscription. If Prime Video is included with an Amazon Prime membership, cancelling Prime — not Prime Video — ends the streaming benefit.
Start with the Unknown Charges on Prime Video article, which walks through identifying the charge in Your Account, separating Prime Video subscription fees from add-on channels, rentals, and purchases. If the charge looks unauthorized, contact Amazon through the Contact Us page; Amazon may offer a refund for accidental rentals or purchases through the Cancel an Accidental Purchase process if the title has not been substantially viewed.
Amazon allows up to three simultaneous streams per account on different devices, with a limit of two streams of the same title at once. Specific limits and any country-specific variations are described in the Amazon Prime Video Terms of Use and Usage Rules. If you reach the limit, Prime Video will display an error and ask you to stop one of the active streams.
Most Prime Video content is licensed by country, so the catalog changes — and some titles may be unavailable — when you travel abroad. Amazon's Can I Watch Prime Video If I Travel Abroad? article explains what continues to work, what does not, and the limits on downloads for offline viewing. Using a VPN to access another region's catalog is prohibited under the Terms of Use.
Open Account & Settings on Prime Video and follow the Parental Controls on Prime Video steps to create a PIN and restrict content by maturity rating. To give a child their own personalized space with age-appropriate titles, create a Kid's profile using the Create and Manage Prime Video Profiles via Website article. Profile PINs and viewing restrictions are set per-profile.
Amazon's privacy notice describes the personal and viewing-related information Prime Video and other Amazon services collect, including titles watched, ratings, device and connection details, and information used to serve ads. Customers can adjust some choices through Your Account — such as ad personalization, browsing-history tracking, and watch-history controls — but a subset of data collection is required for the service to operate. A 2026 class action against Amazon alleges Fire TV transmits viewing-habit data without adequate disclosure; that case is ongoing and Amazon has not publicly acknowledged the underlying claims.
Disclaimer: Contact information is believed reliable but not guaranteed. Executives change contact details frequently. If an email bounces or a number is wrong, report it immediately. Published January 25, 2025. Updated May 25, 2026.
