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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kevinegrimm
Level 7

Cannot Find My Video Library in Prime on Roku

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Hello, We have our Amazon Prime account attached to our Roku Express. Last month, I purchased a couple of seasons of a TV show through the Amazon website. I cannot figure out how to access these purchases through our Roku. When I go to the actual TV show, it shows no record that I purchased the next two seasons. When I look up "My Rentals & Purchases" or "Settings" in Prime on our Roku, the screens keep referencing accessing purchases through "My Video Library," but I can't figure out where to find this on the Roku after searching through all of the menu options and even trying to use the search feature by looking for "Library" or "My Video Library." I'm wondering if I can't find the seasons because I purchased them through the Amazon site instead of directly through Roku? Either way, I would like to be able to use this device to watch the items I've paid for. Thank you in advance for your help.

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RokuDanny-R
Roku Employee
Roku Employee

Re: Cannot Find My Video Library in Prime on Roku

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@kevinegrimm 

Thanks for the inquiry.

We would recommend that you go into the Prime Video channel and sign out of your account in the channel settings. Once signed out, remove the channel by pressing the * key on your remote and choosing 'Remove channel'. Then restart your device from Settings>System>System restart. Once your player starts up again, add the channel back once more, and sign back into your Prime Video account.

If the issue remains unresolved, I'd recommend reaching out to Prime Video directly to report the issue and request additional support. Many channels on the Roku platform are developed and maintained by the channel provider directly, and they'll be able to best assist. 

You can reach them here: https://www.primevideo.com/help

 

Thanks,
Danny

Danny R.
Roku Forum Moderator

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6 REPLIES 6\
RokuDanny-R
Roku Employee
Roku Employee

Re: Cannot Find My Video Library in Prime on Roku

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@kevinegrimm 

Thanks for the inquiry.

We would recommend that you go into the Prime Video channel and sign out of your account in the channel settings. Once signed out, remove the channel by pressing the * key on your remote and choosing 'Remove channel'. Then restart your device from Settings>System>System restart. Once your player starts up again, add the channel back once more, and sign back into your Prime Video account.

If the issue remains unresolved, I'd recommend reaching out to Prime Video directly to report the issue and request additional support. Many channels on the Roku platform are developed and maintained by the channel provider directly, and they'll be able to best assist. 

You can reach them here: https://www.primevideo.com/help

 

Thanks,
Danny

Danny R.
Roku Forum Moderator
pler7781
Level 8

Re: Cannot Find My Video Library in Prime on Roku

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I have the same problem. Roku has me register itself through amazon.com/mytv instead of logging directly into prime with my amazon credentials. This process loses track of my many previous prime purchases. How do i get access to my existing prime library on Roku?

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MBMoffett
Level 7

Re: Cannot Find My Video Library in Prime on Roku

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I purchased Yellowstone season 1 logged into my Android phone. When I start prime video on the phone, it is there and available to me. When I turn on Roku, it says I need to pay for the episodes again.

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Joegivens
Level 7

Re: Cannot Find My Video Library in Prime on Roku

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The same thing is happening when I purchase a season of Intervention through the Prime Video channel. This has happened twice now. The first time Amazon gave us a refund for season 23. We repurchased it and were able to watch a few episodes and last night we tried to watch episode 5 and said we had to buy it. We have two different Roku devices and both are saying we have to buy the season or episode when we have already bought it. I have ran a software update on both Roku devices, deregistered and reregistered both Roku devices at Amazon, uninstalled and reinstalled the Prime Video channel, and nothing has changed. I see the last reply was made in 2020 so don't think I will get one to this either!!!

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bserker
Level 7

Re: Cannot Find My Video Library in Prime on Roku

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let’s hope not EVERY update causes that lest it may be worth checking out the competition 

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Joegivens
Level 7

Re: Cannot Find My Video Library in Prime on Roku

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Right now it's looking like Google and Amazon are colluding with each other to bury Roku all together. YouTube, YouTubeTV, IMDBtv, and Prime Video apps are being removed from the Roku platform.

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