Hi,
I'm from Brazil, and have one Roku Ultra ... most of time is turned off but now I'd like to start to watch Amazon Prime videos on my bedroom so I went to turn it on, update to v14 and search for Amazon Prime: cannot find it on device and on web page it show grayed ( cannot add! ) .
It's that because I'm in Brazil ? Should I use a VPN to "move in USA" hehehe ???
Welcome to the Roku Community, Jader31!
Thanks for letting us know about this. We'd love to provide further information regarding the Roku streaming device's availability.
Firstly, please be advised that VPN can cause playback issues or no playback at all. Content providers continue to update their security measures to prevent unauthorized viewing, and it's possible a change was made that prevents your VPN from working.
This is by design and intended, but using your standard ISP without the VPN will be the solution here.
Furthermore, Roku streaming devices 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, depending on each channel provider's discretion.
We hope you find this information helpful.
Best regards,
Carly
Hi Carly
I bought muy Roku Ultra in USA (US$ 100) but I'm using it on Brasil.
Today I do not use any VPN client, but I wanna to watch Amazon Prime because I pay for it.
I can do this on my smart TV from Samsung (bought in Brasil almost same time as Roku was brought from USA). Why cannot I do it in Roku?
Even better: What should I do?
The last option I have is to change device and never recomend Roku again ... i hope I do not need to use this LAST option!
Jader31 While Roku devices are supported in Brazil, it's up to the service provider (in this case Amazon) to determine if their service is available in a specific country. It is immaterial that it's available on your Samsung TV, as it's a completely different platform and uses a different programming language. Amazon has to make Prime Video available in a specific country, and Roku cannot alter the settings that Amazon configures for their app.
Roku cannot control what a 3rd party does with their app, so you need to ask Amazon why they don't permit their app to be available in Brazil when it appears obvious that they offer their service in that country. Unfortunately, I can also see the Amazon support person telling you their service is available, and not listen to the issue that it's not available on Roku devices.
One other possibility: if your Roku user account was created in the US before you moved to Brazil, that too could be a problem. Your user account country must match your actual location for the channel store to confirm your eligibility for installing certain apps. Since you mention that it's visible but not available to install, that might be the problem. Your only solution is to create a new user account while you're there in Brazil. Roku cannot change the country of your account, so you need a new one. You would then need to do a factory reset on your Roku and set it up using the new user account.
Just a caution, Roku does not permit discussing the use of a VPN here, as it's a method of bypassing legal restrictions on content in other locations. So further discussion about it could have your posts removed.
