If Prime Video says your device is using a VPN or HTTP proxy, first turn off any VPN or proxy service on the device or network, then close and reopen Prime Video. Amazon does not support streaming through VPN or proxy connections. If you do not use one—or the warning remains—work through the connection checks below and compare playback on another network.
What the Prime Video proxy error means
The message may say, “Your device is connected to the Internet using a VPN or proxy service.” Amazon’s stated rule is that Prime Video streaming is not supported through VPN or proxy connections. The warning does not, by itself, establish that you knowingly enabled one. Amazon Staff has advised affected viewers to try another connection or ask their internet service provider (ISP) for help.
Amazon’s current forum response, dated January 12, 2026, restates the restriction: Amazon Forum: VPN or proxy service warning. The practical goal is to determine whether a VPN/proxy is active on your device or network, and then whether the issue follows your connection.
Turn off VPN or proxy services
- Check the device for a VPN app or built-in VPN setting and disconnect it. If you use a proxy service, disable it for the device.
- If your router or network service is configured to use a VPN or proxy, disable it there if you control that setting. Otherwise, ask the person or organization that manages the network.
- Close Prime Video completely, reopen it, and try playback again.
Amazon says to disable these services for the device or use another available connection. Its older forum response giving that advice was posted March 8, 2021; device menus and regional details can vary. Amazon Forum guidance.
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Run basic playback checks
If no VPN or proxy is active, or the error persists after disabling one, try Amazon’s general playback troubleshooting steps. These can address playback problems, but Amazon does not describe them as guaranteed fixes for a proxy warning.
- Close and reopen the Prime Video app or browser.
- Check that the device’s date and time are set automatically.
- Restart the device and install available app, browser, or device software updates.
- Check that the device is connected to the internet. For browser playback, update the browser; Amazon’s help page includes update instructions for Chrome and Firefox.
Amazon’s full Prime Video playback troubleshooting guide also covers restarting network equipment and reinstalling the app as later general troubleshooting steps. If you restart your router, wait for its indicator lights to stabilize before testing again. Avoid a factory reset as an early response to this error: it can remove local app and account data.
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Compare Prime Video on another network
Try the same device and Prime Video app on another available connection, such as a separate Wi-Fi network or a phone hotspot. This is a diagnostic comparison, not a guaranteed workaround: Amazon’s advice is to try another available connection when VPN or proxy use is reported.
- It works on the other network: The original network or ISP may be involved. Contact the ISP and ask whether a VPN or proxy is active on the connection. If the problem appears network-related, ask whether DNS traffic is being blocked.
- It fails on both networks: Recheck the device for VPN/proxy settings, complete the playback checks above, and contact Amazon support if the warning continues.
Amazon’s connected-device internet troubleshooting guide recommends contacting the ISP about blocked DNS traffic. Amazon Staff has separately suggested asking the ISP whether a VPN or proxy is active when the user cannot identify one.
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The warning alone does not identify why Prime Video detected a VPN or proxy, and the cited Amazon guidance does not establish a particular false-positive cause. Do not assume that changing DNS, replacing your router, buying a VPN, or switching VPN servers will solve it. The supported next steps are to disable VPN/proxy services, perform basic playback checks, compare with another connection, and involve the ISP when the original network appears to be the issue.
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