Support

If your payment fails, it usually means your bank rejected the payment because the bank information you entered in the Prime Video Direct portal is incorrect or doesn't match the information your bank has on file. For example, your bank account has a different routing number, account number, or beneficiary name.). Payment might also fail if your bank account isn’t configured to accept specific currencies. Make sure to check both situations with your bank and follow the steps in this article before contacting support.

How to fix

No further attempts to issue payments will be made until you delete the existing banking information and add new information. To fix payment issues, you must enter new bank information in the Prime Video Direct portal. Existing bank information can't be edited, it can only be deleted.

1. Contact your bank and ensure all information is correct, including:
   • Bank information like name, address, account number, etc.
   • The bank account is configured to accept all currencies
2. Delete the old bank account information and then add/re-add the correct information in the Prime Video Direct portal.
   1. Sign in at videodirect.amazon.com. If you have an amazon.co.jp account, sign in to videodirect.amazon.co.jp.
   2. From the dropdown menu on the top right corner of the window, select Your Account.
   3. Delete your existing bank account information by clicking Delete under the account name.
   4. Follow the onscreen steps to add a bank account.
   5. Click Add to save your information. A green check mark appears confirming you've successfully added your bank account.
   6. Click Save.

After you've updated your bank account information, we'll make another attempt to process this payment in the next payment cycle (typically at the end of the next calendar month.) Re-entering the same incorrect information won't result in a payment attempt (the information has to be new/corrected).

More information: Failed payment/hold reasons

When your bank rejects a payment, Amazon is required to place the account on hold for one of the following reasons. See below for more information and required actions (i.e. usually re-enter account information in Prime Video Direct portal):

Prenote rejection hold/Account verification failure

• Prenote Rejection Hold: Banking details will go through the Prenote validation process if the you update the US banking information (irrespective of location). Sites will be placed on Prenote validation hold during the process of validation. A test transaction will be performed to validate the updated banking details. Sites will be released from prenote validation hold if the updated banking details are valid. If details fail, sites will be placed on Prenote Rejection Hold due to validation failure/incorrect update.
  
  

  Note: Prenote validation is performed only for US banking details. Banks in other countries/regions don't have this validation.

• Account verification failure: When you update banking details in the portal, the system validates the information. If the validation fails, your account is placed on hold with reason Account verification failure and a notification is sent to update the banking details. If you don’t update with correct information or if you re-enter the same information, holds will not be removed.

Action required: Log in to Prime Video Direct and provide valid banking information.

ACH reject

• The account will be placed on ACH hold when there is a payment failure due to invalid/incorrect banking information like routing number, account number, beneficiary name, etc.
• NOC and AWACS hold

  These holds are part of ACH rejects with a different reason. These occur when there is a change in banking information and the bank accepted a previous payment as a one-time exception. Further payments won't be accepted until the bank details are updated. NOC hold is applicable for the US region and AWACS hold is applicable for the EU region. There will be few cases where only a few marketplaces will be placed on hold although the same banking information is entered across all marketplaces.

Action required: Log in to Prime Video Direct and update your banking details with valid banking information.

Tax Hold

Tax details are expired or invalid, etc.

Action required: Log in to Prime Video Direct and complete the Tax interview.