Channel Issues & Questions

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.
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Level 7

Amazon video not found on Roku stick but found in Roku express

I have a Roku Stick and I can't find Amazon video. It is available in Chile and we all have a Roku express and it is available on that device but not on Roku Stick. How can I add it?

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8 Replies
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Level 16

Re: Amazon video not found on Roku stick but found in Roku express

What's the model number of the stick?

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Level 16

Re: Amazon video not found on Roku stick but found in Roku express

... and is it registered to the same Roku account as the Roku Express units that receive the channel? If it's registered to a different account, is it one not located in Chile?
  • Roku Streaming Stick +, 3810X, Ser YH0059427035, wifi LivRm - Samsung UN55ES6100
  • Roku Streaming Stick, 3600X, Ser 5S56D8240827, wifi BedRm - JVC EM37T
  • Roku 3, 4200X, Ser 4124C7087583, wifi GstRm - Sanyo DP26640
  • Roku 2 XD, 3050X (collecting dust in a drawer)
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Level 7

Re: Amazon video not found on Roku stick but found in Roku express

No, but both accounts are registered for Chile. 

I also tried to download Amazon prime app on my phone and register the device from there, but the app doesn't give me the option to add a new device, and from the website I'm asked for a code from the device (Roku) but I can't have the code because I can't add the channel. 

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Level 16

Re: Amazon video not found on Roku stick but found in Roku express

The only thing I can come up with is that you have an older stick that does not have the capabilities of newer units such that Prime Video won't run on it.  You were asked what model of stick you have but you never replied.

Per third party RokuGuide site (ref: https://www.rokuguide.com/channels/prime-video):
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.

Determine your model number via Settings > System > About
 

  • Roku Streaming Stick +, 3810X, Ser YH0059427035, wifi LivRm - Samsung UN55ES6100
  • Roku Streaming Stick, 3600X, Ser 5S56D8240827, wifi BedRm - JVC EM37T
  • Roku 3, 4200X, Ser 4124C7087583, wifi GstRm - Sanyo DP26640
  • Roku 2 XD, 3050X (collecting dust in a drawer)
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Level 7

Re: Amazon video not found on Roku stick but found in Roku express

Hi, sorry I didn't realize I was asked about specific model. It's Roku Stick 3600x

I bought brand new last year from an authorized reseller, but when I activated the account I was told it's an old model. Still, according to your reply it *should* work?

Thanks for your help! Smiley Happy

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Level 16

Re: Amazon video not found on Roku stick but found in Roku express

I'm out of suggestions. Maybe somebody else will come along with some other ideas.
  • Roku Streaming Stick +, 3810X, Ser YH0059427035, wifi LivRm - Samsung UN55ES6100
  • Roku Streaming Stick, 3600X, Ser 5S56D8240827, wifi BedRm - JVC EM37T
  • Roku 3, 4200X, Ser 4124C7087583, wifi GstRm - Sanyo DP26640
  • Roku 2 XD, 3050X (collecting dust in a drawer)
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Level 7

Re: Amazon video not found on Roku stick but found in Roku express

Thank you anyways! I sincerely appreciate your help. 

If anyone else is reading, issue not fixed yet. 

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Roku Employee
Roku Employee

Re: Amazon video not found on Roku stick but found in Roku express

@Skiwithcami 

Thanks for the post.

It sounds like you may have created a Roku account that isn't located in your current region. If channels in your region are not available, it may indicate that your device is linked to an account that was created in a different region where that channel may not be offered by the channel provider. You'll want to make sure that you are using an internet connection located in the correct region when creating your account. You can check your IP address' reported location by visiting www.whatismyip.com - If you see an issue, you'll need to contact your ISP to help resolve any issue.

We would recommend creating a new Roku account in your region. For more information about how to create a new account, visit our Support page here: How do I create a Roku® account? Once your new account is set up, try to perform a factory reset on your device and link it to your new account. For more information about how to perform a factory reset, visit our Support page here: How do I factory reset my Roku® streaming device?

If you would like to me look deeper into the issue, please feel free to send me the both Roku account email addresses along with the device serial number.


Thanks,
Danny

Danny R.
Roku Forum Moderator
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