Amazon Luna won't load, the stream keeps stuttering, or your controller has stopped responding. Getting into a game starts with the right account, a supported device, and working controls. Start with the setup below, then jump to the fix that matches what's getting in your way.
Start with the right account and device
Open Amazon Luna in a supported browser. On a PC or Mac, use current Chrome or Edge; on a Chromebook or supported Android device, use Chrome. iPhones and iPads use Safari. Android requires Android 10 or later, and Safari streaming requires iOS or iPadOS 15 or later.
Sign in with the Amazon account holding your membership. Prime members in supported cloud-gaming regions get Luna Standard. Luna Premium includes Standard benefits and an expanded catalog, with subscriptions available to Prime and non-Prime customers.
Choose an available game to start playing.
For a compatible device with a Luna app, find Luna in its app store.
Select Download.
Open Luna.
Sign in with the account holding your membership. A compatible Fire TV also needs a supported controller.
Prime members in the US and UK have another route on supported Fire TVs: open Prime Video.
Select Games.
Choose a Luna game.
Follow that game's controller or phone instructions. If your device does not offer this integration, use the standalone Luna service.
Still following an older tutorial? Individual game purchases, linked third-party libraries, and separate Ubisoft+ and Jackbox subscriptions through Luna have ended. Choose games from the current Standard or Premium catalog.
If you still cannot access games, check that you're using the account holding your subscription, then check Luna's supported cloud-gaming countries. Access to claimable PC games alone does not establish cloud-gaming eligibility.
Connect your controls before launching a game
This gets your keyboard, gamepad, or phone ready for play.
On a computer, choose a game that supports keyboard and mouse controls.
Select Allow if Chrome requests keyboard or mouse access.
For an existing gamepad, check Amazon's controller compatibility table for your playback device. Support varies even among familiar Xbox, PlayStation, and Nintendo controllers.
Connect a supported gamepad using Bluetooth or a USB cable that carries data. USB support depends on the playback device.
For Amazon's Luna Controller Wi-Fi setup, insert two AA batteries.
Hold Home for about three seconds.
Wait approximately 30 seconds.
Sign in to the Luna Controller companion app on your phone.
Select Set up New Luna Controller.
Complete the Wi-Fi setup prompts.
To use a compatible phone as your gamepad instead, select Play With Phone Controller in the companion app.
Open Luna on the supported playback device.
Select Launch under the phone controller in the companion app.
Give the stream a steadier connection
Test your connection for sustained throughput of at least 10 Mbps for 1080p streaming.
Connect the playback device through Ethernet if it supports a wired connection.
For wireless play, try your router's 5 GHz Wi-Fi network.
Move closer to the router if the connection remains unreliable.
Try another available Wi-Fi band if the problem continues.
Pause household downloads, backups, and other heavy streams.
Close bandwidth-consuming apps on your playback device.
Disconnect VPN or proxy connections.
On an iPhone or iPad, switch to Wi-Fi instead of cellular while troubleshooting.
For continued buffering or choppy play, open Luna's Settings > Audio & Video Quality > Video Resolution.
Select a lower available resolution. If your Luna screen does not offer this setting, use the connection adjustments above.
Tip: Judge the connection by sustained performance, not a single peak speed result.
Fix Luna loading problems in a browser
Use these adjustments when setup stalls, the page displays incorrectly, or browser playback struggles. They apply to supported browsers and devices.
Install current browser updates.
Update your device's operating system.
Set browser zoom to 100%.
Switch to full-screen mode before retrying setup.
In Chrome, open Settings > Privacy and security > Site settings > JavaScript.
Select Sites can use JavaScript. Luna requires JavaScript for setup.
Reload Luna.
On Windows or Mac, open Chrome's Settings > System.
Enable the graphics-acceleration option. Google's label is Use graphic acceleration when available; the wording varies between browser versions.
Restart Chrome to apply the change.
For persistent Mac lag or buffering on macOS 13 or later, open the Apple menu > System Settings > Privacy & Security > Location Services.
Turn off Location Services while testing Luna.
Restore Location Services after playing.
Reconnect a controller that stops responding
Low batteries cause a Luna Controller to shut off during play, so start there.
Check the battery indicator on the Luna Controller app's home page.
Replace the batteries when the indicator is low.
For a Cloud Direct Wi-Fi failure, check whether other devices can connect to your network.
Install offered controller software updates through the Luna Controller companion app.
Reduce competing network traffic by pausing downloads, backups, and other heavy streams.
Try 5 GHz Wi-Fi.
Restart the router and modem if the controller still cannot connect.
For Bluetooth pairing, check your playback device against Amazon's controller compatibility table.
Enable Bluetooth discovery on the playback device.
With Luna Controller powered on, hold Action + B for approximately three seconds, until the indicator flashes white.
Select Luna Controller in the playback device's Bluetooth pairing interface.
On Windows, open Amazon's driver help page. Amazon's Bluetooth pairing instructions require the Luna Controller driver.
Follow the Amazon Luna Controller Driver download link.
Run the installer.
Pair the controller after installation.
Reboot the PC.
If connection failures persist, hold Home + Menu for approximately six seconds, until the light changes from purple to orange. This factory reset erases saved settings and connections.
Set up the controller again after it restarts.
For an unresponsive phone controller, hold the on-screen Luna button for three seconds.
Reopen the phone controller.
If it remains unresponsive, force-close the Luna Controller app.
Open the app again.
Recover the Luna app on Fire TV
This addresses Fire TV app failures and television input delay.
Install current Fire TV software updates.
Update the Luna app.
Open Fire TV's Settings > Applications > Manage Installed Applications > Luna.
Select Clear Cache.
Reopen Luna.
Launch a game to test it.
If the problem continues, return to Settings > Applications > Manage Installed Applications > Luna.
Select Clear Data. This resets the app's local state.
For a persistent app failure, select Uninstall from Luna's entry under Manage Installed Applications. This applies to Fire TVs where Luna is removable.
Confirm removal.
Reinstall Luna from the device's app store.
For input delay when using Fire TV with a television, open the television's Settings or Setup interface.
Enable Game Mode. Its submenu depends on the television.
Restore microphone access
If Luna is using the wrong microphone, open Settings > Audio & Video Quality > Audio Input. This setting applies to devices with selectable microphone input.
Select your microphone.
If you previously denied access, allow Luna to use the microphone in your device's privacy permissions. System menu names differ by operating system.
If the microphone still doesn't work, check that permission again, then return to Audio Input and reselect the microphone.
Get GameNight phones connected
GameNight connects participating phones or tablets to the game through an on-screen QR code.
- 1.Open Luna GameNight and sign in with your eligible Standard or Premium account.
- 2.Select GameNight, choose a game, and select Play Now.
- 3.Scan the displayed QR code with each participating phone or tablet.
- 4.On a Fire tablet without QR scanning, open the address beside the QR code in Silk and enter the displayed room code.
- 5.To reconnect a disconnected mobile controller, open the game's main menu or pause screen, scan its QR code again, and open the resulting link.
- 6.For an iPhone or iPad lobby page that won't work properly, open Safari's Page Menu, select Request Mobile Website, and reopen the lobby. Older Safari versions call the menu Page Settings.
Help friends join Remote Play
Use Remote Play to invite friends who have Amazon accounts. Guests don't need Prime or Luna Premium, but each one needs a supported non-mobile device and must be in a Luna-supported country, because Remote Play isn't supported on mobile. The host needs Prime or Premium and a supported non-mobile device, with room for up to seven guests subject to the game's player limit.
To host, sign in to Luna.
Select Remote Play > Generate Code.
Share the six-digit code with your guests.
Each guest first signs in to Luna.
Have each guest select Remote Play.
Have them enter the host's six-digit code.
Have them select Join.
Launch a game after a guest joins.
Keep the host connected throughout the session.
If an invitation needs replacing, select Invite Friends > Generate New Code in the lobby.
For a session that still fails, select End Lobby.
Create a fresh session through Remote Play > Generate Code.
Frequently Asked Questions
Can I play Luna games offline?
Luna cloud streaming requires an internet connection. Connecting a controller by USB does not enable offline play. Claimable downloadable PC games are separate from Luna cloud streaming.
Which countries support Luna cloud gaming?
Luna cloud gaming supports the US, UK, Canada, Germany, France, Italy, Spain, Austria, Poland, Netherlands, Belgium, Sweden, Portugal, and Luxembourg. Your Prime membership must match your country of residence.
Does Luna save my progress when I switch devices?
Luna Premium game progress is stored automatically. Sign in with the same Amazon account and reopen the available game to resume.
Does uninstalling Luna cancel my subscription?
No. Open Amazon's Your Memberships & Subscriptions, choose Amazon Luna, select your subscription, and turn off automatic renewal. Access continues until the current billing period ends.