“Contact us” is Slate’s streamlined support portal. It’s designed to connect you with the right experts if our AI Assistant can’t answer your questions.
Use the “Contact us” portal for any support requests that the Slate AI Assistant has been unable to help you resolve. All support cases created through the “Contact us” portal receive an automated reply with a Case ID. You can reply to these automated messages with additional information or attachments that may help our support team resolve your issue faster.
Access Contact us
You can access Contact us in 2 ways:
On any Slate page, click the question mark ( ? ) icon in the top-right corner, and then choose Contact Support.
OR
- On any page in the Slate support guide, scroll to the bottom of the page and click the Contact us button under Can’t find what you’re looking for?
Navigate the Contact us form
“Contact us” is organized into three sections to help us efficiently address your needs.
- The Business line section identifies how your content is offered on Prime Video.
- The Topic and Subtopic fields allow you to categorize your request or the issue you’re experiencing.
- The Describe your issue section includes both required and optional fields that automatically adjust based on your previous selections. This dynamic approach ensures you enter only the necessary details, and that our support team receives the most relevant information on first contact, so they can resolve your query quickly and effectively.
Which business line is this regarding?
The “Contact us” form offers four business line options. To ensure your request is handled efficiently, choose the business line that best matches your issue or request.
Business line |
Subsection |
SVOD (Content included with Prime Video subscription) |
None |
TVOD (Titles available to rent or purchase on Prime Video) |
None |
FVOD (Ad-supported, free to access titles, available to everyone) |
None |
Channels (Add-on subscriptions managed by specific content providers) |
Channel name(s) (Required) |
Notes:
- If your issue spans more than one business line (for example, problems with both TVOD and SVOD titles), submit separate requests for each.
- If your issue affects multiple titles within the same business line, submit one request covering all affected titles.
- For requests that impact multiple business lines (like user permissions), choose the business line most significantly affected by the issue or its resolution.
- The Channels business line is not available to all Slate users.
Select a topic
After you have selected your business line, in this section, select the topic and subtopic that most closely aligns with your issue or request. Note that the topics and subtopics adjust based on the business line selected, and that not all topics or subtopics are available to all Slate users.
Topic |
Subtopic |
Definition |
Availability restrictions (who can see the subtopic) |
Account management (users and permissions) |
Company profile, Account and business settings |
For help managing your company profile, phone number, address, and/or business units. |
Available to all users |
Users and permissions |
For help with user management, adding and removing users, and role and permissions updates. |
Available to all users |
|
Close account |
To terminate your relationship with Prime Video. |
Available to all users |
|
Aspera setup and credentials |
For help setting up and managing your Aspera delivery system. |
Available to all users |
|
Other/Not covered |
Other account management issues not covered in the preceding subtopics. |
Available to all users |
|
Catalog management (titles, title assets, deliveries, rights, and avail management) |
Title upload |
For help uploading your title in Slate. |
Available to all users |
MEC metadata requirements |
For help understanding the MEC metadata file spec and requirements. |
Available to all users |
|
MMC manifest requirements |
For help understanding the MMC manifest file spec and requirements. |
Available to all users |
|
Mezzanine queries |
For help determining why the mezzanine file has delayed your title submission(s). |
Available to all users |
|
Audio queries |
For help with issues regarding audio files (pre-publish). |
Available to all users |
|
Artwork queries |
For help managing or uploading artwork assets (such as 2:3 poster art) or determining why titles have failed due to artwork issues. |
Available to all users |
|
Timed text queries |
For help with the timed text and closed caption files, and for determining why titles have failed due to timed text or closed caption rejections. |
Available to all users |
|
Asset repurposing |
For help repurposing an asset to a different display page. |
Available to all users |
|
EMA avails requirements |
For help understanding the EMA avail requirements. |
Available to all users |
|
Delivery SLAs |
For help determining what needs to be delivered and when, and why content is considered late. |
Available to all users |
|
Delivery specifications and Packaging requirements |
For help understanding delivery specs and packaging requirements. |
Available to all users |
|
Proxy generation request |
For help generating a proxy for your title. |
Not available to all users. This subtopic will only appear as an option in your Contact us form if this feature is available to you. |
|
Title already live violation |
For help resolving “title already live” conflicts within Prime Video. |
Available to all users |
|
Redelivery |
Select this subtopic if you need to redeliver a defective asset. |
Available to all users |
|
Other/Not covered |
For any catalog management questions not covered in any of the preceding subtopics. |
Available to all users |
|
Storefront Management (title not live, fix or manage live content) |
Title not live |
For help determining where a title is in the review process, or why it is not live on Prime Video as expected. |
Available to all users |
Make updates to my title in Slate |
For help with title-level updates for live titles, including studio name, actors, and so on. |
Available to all users |
|
Title live too early |
For help determining why your title has published on Prime Video before its scheduled publish date, and how to correct this. |
Available to all users |
|
Take down live title |
For help taking down a title on Prime Video. |
Available to all users |
|
Metadata/detail page defect |
To report a defect in the metadata on the detail page. |
Available to all users |
|
Mezzanine defect |
To report a defect in the video file for a live title. |
Available to all users |
|
Audio defect |
To report a defect with the audio for a live title. |
Available to all users |
|
Artwork defect |
To report an artwork defect for a live title. |
Available to all users |
|
Title not appearing in carousel |
For help determining why a title is not appearing in your Channels carousel as expected. |
Only available for the Channels business line |
|
Timed text defect |
To report a defect with the timed text file (closed captions, subtitles, dubs) for a live title. |
Available to all users |
|
TV sequence/hierarchy defect |
To report a defect with the series hierarchy and episode/season order for live titles. |
Available to all users |
|
Duplicate detail page |
To report multiple detail pages for live titles. |
Available to all users |
|
Other/Not covered |
For any storefront management questions not covered in any of the preceding subtopics. |
Available to all users |
|
Financial management (banking, payments, and tax) |
Audit request |
For help with vendor, customer, or related external auditor balance confirmation requests. |
Available to all users |
Adding/Updating Bank information |
For help determining whether your payment method is valid, and making necessary corrections. |
Available to all users |
|
Adding/Updating Tax information |
For help adding, adjusting, or validating your tax information. |
Available to all users |
|
Tax withholding |
For help validating your tax withholding rate. |
Available to all users |
|
Payments and financial reconciliation questions |
For help with general payment queries such as payment missing, payment amount not matching detailed earnings, and so on. |
Available to all users |
|
Remittance advice |
For help locating remittance advice and updating remittance recipient information. |
Available to all users |
|
Invoices |
For help with issues related to invoices |
Available to all users |
|
Financial reporting |
For help with any issues or discrepancies observed in your financial report. |
Available to all users |
|
Financial dashboard |
For help troubleshooting your Financial Dashboard. |
Available to all users |
|
Value Added Tax |
For help with issues related to value added tax or VAT. |
Available to all users |
|
POS/Sales reporting |
TVOD POS daily/weekly sales are missing or inaccurate. |
Available to all users |
|
Other/Not covered |
For any financial management questions not covered in any of the preceding subtopics. |
Available to all users |
|
Promotional management (marketing, merchandising, ads, and promotional pricing) |
Home premiere request |
Request that a title be included in the Home Premiere carousel. |
Available to all users |
Branding issues and updates |
For help flagging incorrect, missing, or outdated artwork. |
Available to all users |
|
Artwork guidelines |
To request artwork guidelines. |
Available to all users |
|
Amazon advertising questions |
For questions related to Entertainment Spotlight Ads. |
Available to all users |
|
Regular monthly deals (EU region only) |
For requests about monthly promotional events (such as PMD, Featured Deals) and include events (like Prime Day and Black Friday). |
Available to all users |
|
Marketing titles |
For Channels, to notify Partner Managers of upcoming titles to be considered for organic marketing support. |
Only available with Channels business line |
|
No tool access: Update merchandizing request |
To request help with storefront collection page updates when you do not have access to the self-service Merchandising tool. Select this subtopic if you need an Amazon team member to make changes to your storefront collection page on your behalf. |
Only available with Channels business line |
|
Unable to merchandize titles (tool-onboarded partners only) |
Select this subtopic if you’re experiencing technical issues while configuring carousels or titles in Slate, or if you need guidance with merchandising functions. |
Only available with Channels business line |
|
Storefront banner asset approval (tool-onboarded partners only) |
To request an expedited review of banner assets submitted in Slate, or for guidance about asset requirements. |
Only available with Channels business line |
|
Discrepancy between storefront settings and live collection page (tool-onboarded partners only) |
To report mismatches between your Slate configurations and what appears on the live collection page, despite successful setup. |
Only available with Channels business line |
|
Email campaigns: Channel subscribers (tool-onboarded partners only) |
For help sending outbound communications to your channel’s subscribers. |
Only available with Channels business line |
|
Email campaign: status or approvals (tool-onboarded partners only) |
For help determining the status of outbound campaigns. |
Only available with Channels business line |
|
Prime Promotions (US + CA Only) |
For help with Prime Member Deal promotion requests. |
Only available to TVOD |
|
Promotion offers not appearing or flagged as error |
To report problems with creating, displaying, or editing promotional offers, whether entered individually or through bulk upload. Includes error flags, invalid offer messages, and pricing adjustment issues. |
Only available to TVOD |
|
Promotional campaign status or approvals |
To request help modifying promotional campaigns: adjust durations, and add or remove titles. |
Only available to TVOD |
|
[Promotional assets] Clips review |
For questions or issues related to Clips review. |
Available to all users |
|
Other/Not covered |
For any Promotion management questions not covered in any of the preceding subtopics. |
Available to all users |
|
Analytics, Insights, and Title Performance |
Question about Subscriptions or Retention dashboard |
For help understanding or troubleshooting subscription and retention dashboard information. |
Only available with Channels business line |
Datasets API support |
For questions about the Datasets API, including onboarding. |
Only available with Channels business line |
|
Other/Not covered |
For help with a subscription or retention report. |
Available to all users |
Describe the issue
In this section, you provide specific information about your support request. The common fields across issues are:
- Issue subject
Create a clear, concise headline that summarizes your issue or request. - Describe the issue
Provide essential information, including:- Detailed explanation of the issue or request
- Steps to reproduce the problem
- Relevant dates or deadlines
Additional form fields and tools appear, based on your selected business line, topic, and subtopic. These fields are dynamically generated to ensure our support team receives the specific information needed for your type of request.
Note: Required fields will vary depending on your selections in previous sections. Required fields are marked with an asterisk ( * ).
Field |
Description |
Field type |
Your location |
Country where you are located. |
Dropdown |
SKUs affected |
The title ID(s) affected by your issue or request. |
Free text |
Slate tool where issue occurred |
The tool or feature in Slate that you were using when you encountered this issue. Examples: |
Dropdown |
Affected user accounts |
Tell us who is affected by this issue or request. |
Radio buttons: Mine or Other |
List affected user accounts |
If the issue affects more than one account, please provide their email addresses. |
Free text |
Affected file name |
Enter the exact name of the file having issues (such as “MovieTitle_HD_EN.mp4") |
Free text |
Quality options affected |
Select the video quality version affected: SD (Standard Definition) |
Multi-select |
Offer type |
Tell us how this content is sold (Only applicable to TVOD) Purchase (EST - customers can buy to own) |
Dropdown |
Campaign name |
Enter the exact name of your marketing campaign as it appears in Slate. |
Free text |
Campaign ID |
Enter the campaign’s identification number (found in campaign details). |
Free text |
CC others |
Add email addresses for any colleagues or Amazon representatives that should be aware of the support request that you have raised. |
Free text |
File attachments |
Attach any additional files, screenshots, spreadsheets, and so on that will help our support team resolve your issue. Accepted file types: |
N/A |
