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Visitor

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5 Messages

Sun, Jan 9, 2022 5:21 AM

Closed

Not able to login into Amazon Prime Video

I am not sure why I am not able to login into my prime video. As soon as I open the app, the three dots show up and I get an error message "We're unable to load your profiles at this time" I restarted the device, re-registered my prime account on the device and even exchanged the device, still no use. Can someone please help?

Official Employee

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325 Messages

7 m ago

Hi there, @spenugonda0828. Thank you for creating this post. We will be more than happy to look into this issue for you. May I ask what troubleshooting steps you have taken? Did you attempt to remove the application and install it once again?

Visitor

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5 Messages

@XfinityEdgardo

Hi. Thanks for the reply. 

I deleted my profile, re-registered my amazon id on the Flex device. Restarted the browser, did a reset of the device. Even exchanged the device for a new one. 

Official Employee

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325 Messages

Thank you for the information. Are you having this issue on any other devices that you have the Amazon Prime Video on? The reason I ask is that if you exchanged devices and you continue to have the same issue, it would be a profile issue and not an app issue as it states that it cannot load the profiles and not that the app is having issues loading it. If it were a device issue, it would basically state that it is unable to start the device or restart proactively if any updates are available or required. Also, when you say the browser, are you speaking about your computer's browser? 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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Visitor

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5 Messages

@XfinityEdgardo i am able to access the account on different platforms: phone, laptop as well as my roku. So, not sure what’s going on. 

Official Employee

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325 Messages

Thank you for the clarification of this issue.

Could you please send our team a private message with your full name and full address? Our team can most definitely take a further look at this issue.

To send a "Peer to peer" ("Private") message:
Click "Sign In" if necessary
• Click the "Peer to peer chat" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window
• Press Enter to send it

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Visitor

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5 Messages

The below is the response I get from the support. What can be done in this kind of situation?

"Thank you for the reply. The issue maybe with the app itself not updating properly on behalf of Amazon. As you stated, it is having issues loading your profiles. However, we are only able to provide support for issues with the service and not the apps themselves as we have no control over the profiles or content. In this case, we do provide the app through our Flexbox, however, the app is managed and updated through Amazon to be used with the boxes themselves."

Visitor

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1 Message

7 m ago

I am facing the same issue. I can use my prime account on laptop. There is no issue with the profile. How to uninstall app on Xfinity. Could you please help with that. 

Visitor

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5 Messages

@supriyapandhe as per Amazon Prime video technical support this is issue with Xfinity flex box and prime video doesn’t support Xfinity flex box. So we are basically stuck with the Xfinity flex support people to help us with this. 

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