- Software and digital services
- Streaming service
5004
Prime Video error 5004: sign-in email or password failure
Risk level
Low
Usually safe to check without specialist tools.
Urgency
Low
Quick answer
Error code 5004 on Prime Video means sign-in authentication failed. Check that your login email address and password are correct, click Forgot your password? on the sign-in page if it persists, and set device date and time to automatic with no VPN.
Safety first
Stop and check this first
- Reset your password only through the official Forgot your password? link on the Prime Video sign-in page, and turn off any VPN or proxy server before trying again.
Safe checks you can perform
- Verify your login details and reset the password if needed
- Set date and time to automatic and turn off VPN or proxy
- Power off for 60 seconds and restart modem and router
Leave these tasks to a qualified professional
- Do not attempt this professional task: Prime Video customer service for error 5004 sign-in help
- Do not attempt this professional task: Ask your ISP to check DNS traffic on port 53
What a technician must be able to justify
Technician visit
These are the steps they must carry out and show you. Tick them as they work: if steps are skipped, do not accept a part swap.
These are not instructions for opening or handling the equipment yourself. They are the checks that should support a technical conclusion.
Prime Video customer service for error 5004 sign-in help
What they doIf error 5004 continues after resetting your password on the sign-in page and checking the clock, VPN and network, use the Contact Us link on Prime Video Help.
They must show youwhat authentication failure their system logs when you attempt to sign in.
In writingthe Amazon case number and the next step they recommend for your account.
Ask your ISP to check DNS traffic on port 53
What they doIf restarting your connected device, modem and router does not clear the error at home, but Prime Video works on another network, contact your ISP.
They must show youwhether DNS traffic on port 53 is blocked or filtered on your line.
In writingthe ISP ticket reference and confirmation that port 53 DNS traffic is unblocked.
Before accepting a part or repair
Nothing has been shown yet. Do not accept a part swap based on the code alone.
Follow these steps
Note: Follow the documented order. An error code identifies the affected system, but it does not prove by itself which part has failed.
Verify your login details and reset the password if needed
- Who:
- you, on the Prime Video sign-in page.
- How:
- re-enter the email address and password for your Prime Video account carefully; if error 5004 persists, go to the sign-in page and click Forgot your password? to reset it.
- Result that matters:
- ruling out a mistyped credential or a password that Amazon requires you to refresh.
- If you sign in after retyping or resetting the password:
- the login credentials were the cause.
- If error 5004 stays even after a password reset:
- check the device clock and VPN settings next.
- Evidence to keep:
- confirmation of the password reset and the exact time you retried signing in.
Evidence: Issues with Prime Video Error 5004
Set date and time to automatic and turn off VPN or proxy
- Who:
- you, in your device or computer settings.
- How:
- close the Prime Video app or web browser, check in system settings that the time and date are correct and set to automatic, and deactivate any VPN or proxy servers.
- Result that matters:
- clearing the clock and proxy authentication blocks described in Amazon's linked help guide.
- If Prime Video signs in once the clock is automatic and the VPN is off:
- keep those settings.
- If both were already set properly and 5004 continues:
- power cycle for 60 seconds and test the network.
- Evidence to keep:
- photo of the automatic date and time screen on your device.
Evidence: Issues While Playing Prime Video Titles · Issues with Prime Video Error 5004
Power off for 60 seconds and restart modem and router
- Who:
- you.
- How:
- check in your device Settings menu that it is online (with the right Wi-Fi password), turn the device off for at least 60 seconds, restart your modem and router until indicator lights stabilize, and see if Prime Video works on another network.
- Result that matters:
- separating a local device or router glitch from an internet provider block.
- If Prime Video connects after the restart:
- a temporary network or device state caused the error.
- If you can access Prime Video on another network but not at home:
- ask your ISP about DNS port 53.
- Evidence to keep:
- note of the networks tested, router light status, and device firmware version.
Evidence: Issues While Playing Prime Video Titles · Troubleshoot Internet Connection Issues with Your Connected Device · Issues with Prime Video Error 5004
Still not solved
If the error persists, stop here. See what the technician must do and show you.
Where this code applies
A code is meaningful only inside the right product and version context.
Primary scope
- System
- Software and digital services
- Brand
- Prime Video
- Product type
- Streaming service
Known code variants
- 5004
- Amazon Prime Video error 5004
- Amazon Prime Video error code 5004
- código de error 5004
- error 5004
- error 5004 Prime Video
- error code 5004
- Issues with Prime Video Error 5004
- Prime Video 5004
- Prime Video error 5004
- Problemas con el error 5004 de Prime Video
What it means
On Amazon's official help page for Prime Video Error 5004, the code points to a login credential problem and links directly to the official guides for playback issues and connected-device internet connection issues. Those linked guides explain that incorrect date and time settings can cause authentication issues that stop you from accessing streaming apps, and also point to active VPN or proxy servers or blocked DNS traffic (port 53). Menu names vary by device, and code 5004 alone never proves that your account, the service or your hardware is faulty.
Warnings and stop conditions
- Loweditorial warning
Reset your password only through the official Forgot your password? link on the Prime Video sign-in page, and turn off any VPN or proxy server before trying again.
Evidence: Issues While Playing Prime Video Titles · Issues with Prime Video Error 5004
Symptoms and causes
Probable causes · in order
- Incorrect login email address or passwordCommon
Amazon's first instruction for error code 5004 is to make sure the email address and password you use to log in are correct.
Evidence: Issues with Prime Video Error 5004
- Password needing a reset on the sign-in pageCommon
When the login details still fail and error 5004 persists, Amazon instructs resetting the password via Forgot your password? on the sign-in page.
Evidence: Issues with Prime Video Error 5004
- Manual date and time or active VPN/proxy serverPossible
The linked official playback guide warns that wrong date or time settings cause authentication issues that block streaming apps, and asks you to deactivate any VPN or proxy servers.
Evidence: Issues While Playing Prime Video Titles · Issues with Prime Video Error 5004
- Network connection drop or blocked DNS port 53Possible
An offline connected device, a stalled home router, or an ISP blocking DNS traffic on port 53 can stop the Prime Video app from completing sign-in.
Evidence: Troubleshoot Internet Connection Issues with Your Connected Device · Issues with Prime Video Error 5004
Virtual technician
Does 5004 still appear after these checks?
Answer a few questions to narrow down the likely cause and the safest next action. Guidance only - it never replaces a professional.
Sources and technical references
- 1
Issues While Playing Prime Video Titles
Amazon · 2026 · official_doc
- 2
Problemas durante la reproducción de títulos de Prime Video
Amazon · 2026 · official_doc
- 3
Troubleshoot Internet Connection Issues with Your Connected Device
Amazon · 2026 · official_doc
- 4
Solucionar problemas con la conexión a Internet con el dispositivo conectado
Amazon · 2026 · official_doc
- 5
Issues with Prime Video Error 5004
Amazon · 2026 · official_doc
- 6
Problemas con el error 5004 de Prime Video
Amazon · 2026 · official_doc
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