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Why can’t I watch Amazon Prime Video?

Published · updated

If Hotspot Shield VPN isn’t working with Amazon Prime Video (i.e. you’re trying to watch Amazon Prime Video, but the website or app knows you’re using a VPN, or you can’t connect to Amazon Prime Video, or Amazon Prime Video is slow while using Hotspot Shield VPN), follow the instructions below.

Step 1: Check to see if you’re signed into Hotspot Shield Premium, and the VPN is on

Please verify the following information:

  1. I have a Hotspot Shield Premium subscription

Access to Amazon Prime Video is a Hotspot Shield Premium feature. Make sure you’re subscribed and logged in so that you can select different server locations. If you don’t have a Premium account, subscribe here.

  1. I’m signed in to my Premium account

Check if you’re signed in to your Premium account. To do this, open the app, select the three lines menu near the top left corner of the screen, and select “Account.”

  1. Hotspot Shield is turned on

To ensure that Hotspot Shield VPN is on and running in the background,  check to make sure that you see the connect button replaced with the stop button.

  1. Hotspot Shield is up to dateYou have the latest version of the app (some older versions will have trouble connecting to our new servers)

Step 2: Ensure that you’re connected to the correct virtual location

If you can say “yes” to all of the above questions, but you’re still having trouble watching Amazon Prime Video with your VPN, follow the instructions below:

  1. Ensure that you’re connected to Hotspot Shield VPN servers in the US by selecting the dropdown menu on the right-hand side of “Server location:” and choosing “United States” 

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  1. Open the Amazon site and sign in to your Amazon Prime Video account

  2. Try watching Amazon Prime Video

Step 3: Close Hotspot Shield, Amazon Prime Video, and clear your cache

  1. Disconnect Hotspot Shield VPN and close the application

  2. Sign out of your Amazon Prime Video account and close your web browser

  3. Clear your browser's cookies and cache. Learn how to do this here: how to clear cookies and cache?

  4. Open the Hotspot Shield application again and turn the VPN ON

  5. Go to https://www.primevideo.com/, or open the application and sign in to your Amazon Prime Video account

  6. Try watching Amazon Prime Video again