Prime Video error code
5004
Prime Video could not verify who you are, so it stopped before playing anything.
Prime Video could not verify who you are. The saved login token on the device has usually gone stale or corrupted. A surprisingly common second cause is the device's own clock being wrong, because the authentication handshake will not accept a timestamp that is too far out.
Try this first
Check the device's date and time
3 minutes- 1.Open Settings and find Date and time.
- 2.Set it to Automatic, and check the timezone is right for where you are.
- 3.Unplug the device from power for 30 seconds, then plug it back in and wait for the home screen.
- 4.This is checked first because it is easy, and it is the cause more often than people expect.
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Where this code shows up
Mostly on Fire TV, Smart TV, Web browser, Roku. If you’re on something else, the fixes above still apply — the menu names will differ.
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Checked 2026-08-06 · source