Forum Discussion

rtan1953's avatar
rtan1953
Reel Rookie
14 days ago
Solved

Amazon Prime app disappears suddenly

I am with my Roku Ultra here in the Philippines. Since 2021 and through all the Covid years and thereafter, I was able to use it like anyone else, including accessing the Prime app on the list of streaming channels of the Roku menu.

I recently moved to a new house, and I disconnected my Roku from the TV and reinstalled everything as before. However, I am dismayed to see that the Prime app has suddenly disappeared from my App Menu.

WHY?

More bad news: SEARCH is gone, and so is the voice feature. What is going on? I can live without voice and search, but WHY is Prime not listed on the STREAMING CHANNELS menu?

I do not use VPN- it is not necessary, even in the Philippines.

On Android TVs, Prime—along with Hulu, Disney, Netflix, and other such streamers—is automatically listed as a favorite. Why is RokuU missing Prime?

I have chatted with Roku support to no avail. They suggested using a VPN—I do not need this because I've successfully used it for 4 years until a few weeks ago, when I moved to another house within the same city in the Philippines.

Would be grateful for some guidance.

App availability
content
  • RokuRhea-V's avatar
    RokuRhea-V
    13 days ago

    Hey rtan1953​ 

    Thanks for sharing your issue here!

    Just a heads-up that the apps and channels you can access on Roku might differ depending on your location. Although a Roku device can be used in various places, some channels may not be available in your region, as this is determined by the channel providers. For further details and clarification, I recommend contacting Amazon Prime Video directly.

    I hope this helps!

    Roku Community Team

2 Replies

  • Strega2's avatar
    Strega2
    Roku Guru
    13 days ago

    The Philippines has never been a Roku supported location. When you're not in a supported location, results can be rather hard to predict.  It's basically a "what you get is what you get" sort of situation.

    Search works in a small subset of supported locations.  (I don't know why the search is so limited.)

  • RokuRhea-V's avatar
    RokuRhea-V
    Community Moderator
    13 days ago

    Hey rtan1953​ 

    Thanks for sharing your issue here!

    Just a heads-up that the apps and channels you can access on Roku might differ depending on your location. Although a Roku device can be used in various places, some channels may not be available in your region, as this is determined by the channel providers. For further details and clarification, I recommend contacting Amazon Prime Video directly.

    I hope this helps!

    Roku Community Team