Amazon Prime Video Customer Service Contacts

Amazon Prime Video is a streaming service offering a wide selection of movies, TV shows, and original content, available to Amazon Prime members.

How to reach a person at Amazon Prime Video

Amazon Prime Video Responsiveness rating

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3/5

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What you need to know about Amazon Prime Video

Amazon Prime Video’s customer service generally receives mixed feedback. While the service provides multiple contact options, such as email, chat support, and phone assistance, response times can vary. Some customers experience delays in response, particularly during high-traffic periods. However, Amazon tends to resolve issues promptly once contact is made. The service is known for its helpfulness in addressing streaming issues, account management, and troubleshooting.

Amazon Prime Video customer service response times

Amazon Prime Video’s customer service response times can vary depending on the method of contact, the volume of inquiries, and the nature of the issue. However, here’s a general idea of what to expect:

Phone support 
Available 24/7 through the “contact us” page. Callbacks typically happen within minutes.  Call (888) 280-4331 or (888) 280-3321,
Email supportLive chat is accContact via the “contact us” page (though not prominently advertised). Amazon aims to respond within 24 hours.  Email cs-escalations@amazon.com
Seller communicationAmazon expects third-party sellers to reply within 24 hours, including weekends and holidays. Auto-responders are not considered valid responses.
Live chat supportLive chat is accessible 24/7 for real-time assistance. Responses usually occur within a few minutes.  
Social mediaActive on social media platforms such as X (@AmazonHelp). Typical response time is a few hours.  

How to resolve a problem with Amazon Prime Video

This guide on how to solve a customer service problem will help you resolve most problems with the company. You can also refer to the executive contacts below or contact our advocacy team directly.

Amazon Prime Video mailing address

410 Terry Avenue North
Seattle, WA 98109

Amazon Prime Video loyalty program

Amazon Prime Video does not have a traditional loyalty program. However, it is part of the broader Amazon Prime membership, which offers benefits across Amazon’s services, including free shipping, Amazon Music, and exclusive access to Prime Video content. The membership itself acts as a loyalty program, offering a wide range of benefits to subscribers.

Amazon Prime Video social media channels

X


Amazon Prime Video executive customer service contacts

Primary Contact
Mike Hopkins
Head of Prime Videos and Amazon MGM Studios
410 Terry Avenue North
Seattle, WA 98109

LinkedIn

Secondary Contact
Albert Cheng
Vice President, Prime Video U.S.
410 Terry Avenue North
Seattle, WA 98109

LinkedIn

Chief Executive
Andy Jassy
410 Terry Avenue North
Seattle, WA 98109
ajassy@amazon.com

Alternative: andy@amazon.com

LinkedIn

Amazon Prime Video customer service policies

What is Amazon Prime Video privacy policy?

Amazon Prime Video’s privacy policy outlines how the company collects, uses, and protects user data, including personal details like payment information and viewing history. Amazon Prime Video may share data with affiliates or third-party service providers for operational purposes. Users have control over their privacy settings, and Amazon takes measures to protect data from unauthorized access. The policy also includes user rights regarding data access and deletion.

How can I install Prime Video on my device?

To install Amazon Prime Video on your device, follow these general steps:
  • Open your device’s app store (e.g., Google Play Store, Apple App Store).
  • Search for “Amazon Prime Video.”
  • Select the official Amazon Prime Video app.
  • Click “install” or “get.”
  • Once installed, open the app and log in with your Amazon account credentials.

What should I do if I experience issues while playing Prime Video titles?

If you’re experiencing issues while playing Prime Video titles:
  • Check your internet connection and ensure it is stable.
  • Restart your device and relaunch the app.
  • Clear the app’s cache or reinstall it.
  • Ensure your device is updated to the latest version.
  • Try adjusting video quality settings or switching devices.
  • If the problem persists, visit the troubleshooting section or contact Amazon support.

How can I use the parental controls on Prime Video?

To use parental controls on Prime Video:

  • Go to Account & Settings in your Prime Video app.
  • Select the Parental Controls section.
  • Set a PIN to restrict access to certain content.
  • Choose your desired content rating restrictions (e.g., PG, PG-13).
  • Manage viewing restrictions for specific profiles.
Frequently asked questions about Amazon Prime Video

How can I contact Amazon Prime Video?

Call Amazon Prime Video at (888) 280-4331 or email customer service at cs-reply@amazon.com.

When can I contact Amazon Prime Video customer service?

Amazon Prime Video customer service is available 24/7.

How do I update my payment method on Amazon?

Go to “your account” and select “payment options.” From there, you can add or edit payment methods.

How to get professional help with your Amazon Prime Video problem

If you need help with Amazon Prime Video, you can contact our advocacy team or just click the "Get Help" button. For immediate assistance, you can also send us a message on our Facebook group. Note: We do not charge for our advocacy.

Get Help
DISCLAIMER: The names, numbers and email addresses on this page are provided for informational purposes and are believed to be reliable. However, they should in no way be construed as a guarantee of their accuracy by Elliott.org. Company executives change their email addresses and phone numbers frequently to avoid contact with customers.

If an email address bounces or a phone number is wrong, please report it to us immediately through this form.

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