Help & troubleshooting for channels on your Roku device, including adding/removing channels, logging in to, authenticating, or activating a channel, channel-specific playback issues, assistance contacting channel publishers to report issues, and adjusting channel-specific settings.
What model and model number does she have (Settings > System > About)? Amazon did not code their Prime Video app to work on some older Roku models.
"Prime Video is available for Roku 2 (except for models 2720x and 27020EU), Roku 3 (except for model 4230x), Roku Express, Roku Express+, Roku Streaming Stick (except for models 3400x, 3500x and 3500EU), Roku Streaming Stick+, Roku Premiere, Roku Premiere+ and Roku Ultra as well as Roku TVs."
I have also don't have the Amazon prime app available for installation.
My device is a Roku Streaming Stick +.
I've contacted the Amazon Prime support and they say and I quote from the transcription :
01:17 AM PDTSantosh: There is restriction Sir but not on apps. You can download the app the restriction is on the content. 01:19 AM PDTdmsousa: no the app is always available but the content might be restricted? 01:19 AM PDTSantosh: Yes. Apps do not have geo restrictions. Its only the content. 01:20 AM PDTdmsousa: excellent then... I'll go back with your answer to the Roku customer support 01:21 AM PDTSantosh: Sure Sir. Am sure they will be in a position to help you.
Please be aware that channel availability/access on Roku devices will vary from region to region. A Roku device will work in any location, however, channels may not be available on your device in that location, based on each channel provider's discretion. For more information, you'd want to contact any specific channel/service provider to inquire further about whether they offer their channel/service on the Roku platform in your region.