Common error messages

Title already live
This error appears when your title was previously published on Prime Video by another party. To continue, you must provide confirmation that you hold the publishing rights.

• Solution: Fill out the Declaration of Rights Affidavit and send it to us at tal-rights-confirmation@amazon.com.

Duplicate Content in Account

The mezzanine file for this title matches a mezzanine file you’ve previously published or attempted to publish. We don’t accept multiple entries for the same title within one region. Episodic content should not be submitted as a standalone title, or vice versa.

• What to do: Review the mezzanine file and compare it to other files in your catalog (check both standalone and episodic entries). Remove or replace duplicates accordingly, then republish once the necessary changes are made. Metadata

Title Name - Misrepresented Content
The title name contains content that may misrepresent, or be unrelated to, the actual video. This error occurs when a title name includes things like repetitive or irrelevant keywords, references to specific viewing services or consumption methods, mentions of bundled or supplementary content not in the video, references to well-known titles or brands (including Amazon or Prime Video), or maturity ratings.

• What to do: Update the title name and resubmit the title.

Title Name - Unsupported Functionality
The title name contains unsupported references such as display resolutions (e.g., HD, UHD, 60+ FPS), technical features, distribution formats or channels (e.g., 3D TV, 4K), URLs or external links, or calls to action that cannot be completed within the Prime Video experience.

• What to do: Update the title name and resubmit the title.

Title - Test Content in Metadata
The metadata contains “test” references that replace the actual title name and/or synopsis.

• What to do: Review your title name and/or synopsis, remove test content, and resubmit your title.

Synopsis - Language Inaccurately Selected
The synopsis is written in a language that does not match the metadata language selected during title creation.

• What to do: Ensure the synopsis is written in the same language chosen for metadata during title creation and resubmit the title.

Synopsis - Misrepresented Content
The synopsis contains content that may misrepresent, or be unrelated to, the actual video. This error occurs when a synopsis includes things like repetitive or irrelevant keywords, references to specific viewing services or consumption methods, mentions of bundled or supplementary content not in the video, references to well-known titles or brands (including Amazon or Prime Video), or maturity ratings.

• What to do: Update the synopsis and resubmit the title.

Synopsis - Unsupported Functionality
The synopsis contains unsupported references such as display resolutions (e.g., HD, UHD, 60+ FPS), technical features, distribution formats or channels (e.g., 3D TV, 4K), URLs or external links, or calls to action that cannot be completed within the Prime Video experience.

• What to do: Update the synopsis and resubmit the title.

Cast & Crew - Misrepresented Content
The cast and crew metadata contains misleading or inaccurate information. This includes the use of well-known individuals (actors, directors, public figures) or famous characters who are not involved in the content.

• What to do: Remove any references to individuals who are not involved in the content and resubmit the title.

Cast & Crew - Contains URL/External Link

The director/contributors field contains a URL or external link that directs viewers away from the Prime Video experience.

• What to do: Remove any URLs or links from the director/contributor field and resubmit the title.

Rating - Inaccurate or Rating - Invalid (includes user-selected or official ratings) You selected an invalid official rating when the title isn’t officially rated, or you selected a suggested rating (too high or too low) that doesn’t match the video content.

• What to do: If the title isn’t officially rated, remove the official rating, select “Suggested Rating—Title not officially rated” from the dropdown, and choose a suggested rating based on the video content. If the title has an incorrect suggested rating, change it to the rating indicated in the error message and resubmit the title.

Graphic Assets - Title Name Not Displayed on Key Art
The metadata title name is missing from the key art, or it appears incomplete or difficult to read due to blurring or pixelation.

• What to do: Make sure the metadata title name is fully present and clearly legible on key arts, then resubmit the title. For more information, see Artwork.

Graphic Assets - Contains Irrelevant Information
One or more of your graphic assets (key art) include Amazon or Prime Video branding, references to well-known brands (e.g., Apple TV, Kindle, Smart TV), unrelated titles or franchises, offer types or distribution formats (e.g., VHS, DVD, Blu-ray), content ratings (e.g., TV-MA, PG-13, G), release dates, or pricing information.

• What to do: Ensure that your graphics do not display any irrelevant elements. If you repurposed the DVD cover, you will need to create new graphic assets to meet key art requirements and then resubmit the title. For more information, see Artwork.

Graphic Assets - Unsupported Functionality/Call to Action

One or more of your graphic assets (key art) include unsupported functionalities or references that cannot be completed within the Prime Video experience. This may include interactive or clickable elements, calls to action, social media references, URLs or external links, QR codes, contact information, or references to display resolutions or technical features.

• What to do: Remove wording or interactive images such as “follow at…,” “subscribe,” “like this video,” “leave a comment,” or “click here….” Avoid using images repurposed from other services that contain icons meant to be clicked or tapped (such as playback/pause buttons). Once this has been corrected, resubmit the title. For more information, see Artwork.

Graphic Asset - Image Quality & Formatting Issue
One or more of your graphic assets (key art) do not meet image quality or formatting requirements. Your image may be severely stretched or narrowed, padded*, have incorrect aspect ratios, or have very poor quality.

_{*An image is considered padded if there are borders on any one or all sides that are clearly separate from the rest of the image content (for example, black/white bars at the top, bottom, left, or right).}

• What to do: Avoid using borders or bars to force the image into size/aspect ratio specifications. Avoid severely skewing, distorting, stretching, or narrowing your images to fit. New images must be created for each piece of key art: 16:9, 4:3, 3:4, and so on. Once this has been corrected, resubmit the title. For more information, see Artwork.

Mezzanine File - Language Inaccurately Selected The majority of the audio in the mezzanine file doesn’t match the language selected in the Prime Video Slate portal.

• What to do: Review the mezzanine file in your video editing software and include the proper language, or change the language selected in the portal, then resubmit the title. Titles published to a given location require either localized mezzanine/audio or localized captions. For more information, see Video requirements.

Mezzanine File - Contains URL/External Link
The video file includes a URL, QR code, or external link that is not part of the content narrative and redirects viewers away from the Prime Video experience.

• · What to do: Remove any irrelevant URLs or external links from the video file and resubmit the title.

Mezzanine File - Audio/Video Quality Issues
The mezzanine file or descriptive audio file contains quality defects that significantly impact the viewing experience. This may include poor or low video resolution, unintentional cuts, choppy animation, glitchy frames, obscured images, and/or audio issues in the mezzanine such as distortion, unintended volume changes, timing misalignment, or overlapping original and dubbed audio that makes dialogue difficult to understand. For descriptive audio files, this includes timing misalignment with the video content and/or narration that does not accurately describe what is shown on screen.

• What to do: Review the video and audio files — including any descriptive audio file — to ensure they are clear, properly synchronized with the video content, and maintain high quality throughout, then resubmit the title. We also recommend reviewing the formatting guidelines. For more information, see Video requirements.

Mezzanine File - Incorrect Video Asset
The mezzanine file content doesn’t match what’s described in the submitted metadata (e.g., title name, synopsis, cast & crew). The video file may have also been modified significantly enough that the metadata now seems incomplete or inaccurate.

• What to do: Ensure that the video content matches the metadata. Alternatively, adjust the metadata (synopsis) so that it reflects what’s in the video content. Once this has been corrected, resubmit the title.

Mezzanine File - Video Contains Burned-In Subtitles
The mezzanine file contains burned-in subtitles shown for most or all the video content. Burned-in subtitles are not permitted except for forced narratives (dialogue in a secondary language that makes up only a fraction of the main content), or sing-along features used to follow musical lyrics.

• What to do: Remove burned-in subtitles and provide a valid caption file instead or ensure burned-in subtitles are only used for forced narrative instances or lyrics. Once this has been corrected, resubmit the title. For more information, see Caption (timed text) requirements.

Mezzanine File - Watermark/Logo
The mezzanine file contains persisting or recurring digitally overlaid graphics or visual elements that aren’t integral to the content and/or are intended to brand it. Common examples include company logos and interview/news graphics.

• What to do: Review the mezzanine file in your video editing software and remove any watermarks, graphics, or logos, then resubmit the title. For more information, see Video requirements.

Mezzanine File - Video Contains Skipped/Repeated/Unrelated Frames
The mezzanine file has playback continuity issues that impact the viewing experience, such as skipped or repeated frames, frozen frames, unintended looping, extended black screens, or content that is abruptly cut off. This error may also indicate the mezzanine file contains irrelevant elements such as test patterns, placeholder frames, or post-production artifacts.

• What to do: Correct any unintended playback continuity issues and/or remove irrelevant elements, then resubmit the title. For more information, see Video requirements.

Captions - Out of Sync
The captions drift out of sync with the dialogue or audio by more than 1 second. This can be apparent from the start or develop as the video progresses, typically due to a captions frame rate mismatch.

• What to do: It’s good practice to check sync by playing your video and reviewing timecodes at the beginning, middle, and end. If your captions file is in SRT format, ensure it is properly time-coded. This can usually be corrected by adjusting the frame rate (in the dropdown selector) until it matches the video file. Once these corrections are incorporated, resubmit the title. For more information, see Caption (timed text) requirements.

Captions - Quality Issue
The caption file has quality issues that impact accuracy or comprehension. This includes translation errors, incomplete or unintelligible sentences that don’t reflect the dialogue, or captions that do not describe foreground or background audio.

• What to do: Correct the caption or timed-text file and resubmit the title. For more information, see Caption (timed text) requirements.

Captions - Missing
Timed text does not appear in some or all portions of the video where dialogue is present, even when captions files are available and toggled on.

• What to do: Ensure caption or timed-text files show text in all relevant portions of the video content and resubmit the title. For more information, see Caption (timed text) requirements.

Captions - File/Language Mismatch
The captions represent content that is completely different from what is shown in the video, or they are written in a language different from the one selected in the Prime Video Slate portal. For example, if you selected German as the caption language, your caption file must be in German and must represent what’s in the video content.

• What to do: Review the caption file contents and ensure the language matches the one selected in the portal and that it matches what’s shown in the video content, then resubmit the title. For more information, see Caption (timed text) requirements.

Captions - Contains URL/External Link
The captions include a URL, external link, phone number, or social media handle that is not part of the narrative and/or is not intended to credit the captions provider.

• What to do: Remove any URLs, social media handles, or irrelevant links from the caption files and resubmit the title. For more information, see Caption (timed text) requirements.

Trailer - Contains URL/External Link
The preview/trailer contains a call to action that instructs viewers to access a URL or external link that is not part of the narrative and directs viewers away from the Prime Video experience (e.g., “download here,” “visit this page,” “scan this QR code,” “call our hotline”).

• What to do: Remove any irrelevant links, QR codes, or calls to action from the trailer and resubmit the title. For more information, see Value-Added Material.