Your Prime game offer is missing, activation stops at “Oh No!”, or a claimed game never reaches your library. Amazon now routes former Prime Gaming PC-game claims through Luna, and each offer has its own destination store and redemption instructions. Start with the current claims page, then use the section that matches where you're stuck.
Start your game claim on Luna
Use Luna’s claims page for downloadable PC games formerly offered through Prime Gaming. Claims work in desktop and mobile browsers; installing a game depends on its supported operating systems.
Open Luna’s claims page.
Sign in with the Amazon account holding your eligible membership.
Select the offer you want.
Check its destination store. Amazon Games, GOG, Epic Games, and Legacy Games have different redemption routes.
Follow the offer’s individual redemption instructions, including its code-redemption or account-linking steps. Available offers differ by country and destination store.
Check eligibility when an offer is unavailable
Confirm that the signed-in account has an eligible membership. Qualifying options include paid Prime, Prime trials, student or young-adult memberships, and qualifying Prime Video-only memberships outside Prime regions. Membership and trial exceptions depend on your region.
Check whether another Amazon Household or Amazon Family member already claimed the offer. Only one member can claim each offer.
Find your country in Amazon’s eligibility lists. Cloud play and PC claims are supported in the US, UK, Canada, Germany, France, Italy, Spain, Austria, Poland, Netherlands, Belgium, Sweden, Portugal, and Luxembourg.
Check the claims-only list if cloud play is unavailable where you live. Eligible Prime members in Australia, Brazil, Egypt, India, Japan, Mexico, Singapore, Saudi Arabia, Turkey, the UAE, and South Africa have access to PC claims without cloud play. Additional listed territories qualify through Prime Video.
Your Prime membership must match your country of residence.
Correct location errors before retrying activation
For an Oh No! error or an unexpected country, check these settings in order.
- 1.Disconnect your VPN.
- 2.Confirm that you are physically in an eligible country or territory.
- 3.Open Amazon’s Your Addresses and check the address marked Default. Select Set as Default beneath the address matching your actual residence.
- 4.Open Manage Your Content and Devices > Preferences and check Country/Region settings. If a country change is necessary, follow the account-transfer instructions linked from Amazon’s country troubleshooting page.
- 5.Allow up to three hours for address or country changes to take effect, then retry accessing the benefit.
Check payment authorization if activation still fails
A blocked temporary payment authorization is another cause of the Oh No! activation error.
Open Amazon’s activation troubleshooting page.
Follow its payment-method settings link.
Check the card number, billing address, and postal code for errors.
Confirm that the card has enough available funds for a temporary authorization.
Ask your card issuer whether it is blocking temporary authorization transactions if your payment details and available funds are correct.
Track missing content in My Collection
This identifies where a recorded claim went and what is holding up delivery.
Open My Collection to inspect your claim history, destination accounts, and delivery status.
Retrieve a previously issued redemption code there if you need it again. Amazon keeps claim codes accessible after their campaigns end. Check the offer’s own FAQ for that code’s expiration date.
Sign into the game with the linked game account when the status is Pending. Amazon associates this status with a successful claim whose content has not yet been received in-game.
Open the offer’s detail-page FAQ on Luna if the linked account is wrong and you have not accessed the content.
Follow that FAQ’s account-linking instructions. The publisher determines the available account-change options, and Amazon documents no universal transfer or unlink-and-reclaim route.
Check whether the destination game account is invalid or has already received the same content when the status is Undeliverable. Both are causes of delivery failure.
Select the customer support link in Amazon’s Pending or Undelivered claims help page if Undeliverable persists.
Restore a missing Amazon Games title
A game assigned to another store appears in that store’s library, so the destination account is the first thing to check.
Check the offer’s destination before using the Amazon Games app. These Windows instructions apply to Amazon Games-distributed titles.
Open Amazon’s official download-help page.
Select Amazon Games App to download the installer.
Run AmazonGamesSetup.exe to install the app.
Open the Amazon Games app.
Sign into the Amazon account used for your claims. Games offered directly through the app are also available to claim there.
Completely close the app if a claimed game is missing or will not install.
Reopen the app.
Retry installing the game. Closing and reopening is Amazon’s update-and-retry procedure for these problems.
Redeem a GOG code and restore a missing game
Open Luna’s claims home page.
Select Claim games.
Choose a game displaying the GOG logo.
Select Get game to obtain its code.
Read the game card’s FAQ for the code’s expiration date.
Sign into the GOG account that should receive the game.
Open GOG’s redemption page, also available through Redeem a code in the account menu.
Paste the code.
Complete the redemption confirmation.
To redeem through GOG GALAXY instead, open + Add games & Friends > Redeem GOG code.
Enter the code in GALAXY.
Follow the redemption prompts.
Check for typing mistakes and expiration if redemption fails.
Try the browser redemption page if GALAXY rejects the code.
Try a private or incognito window if browser redemption fails. This helps isolate extension interference.
Try another browser if the error continues.
Contact GOG support if a valid code still fails.
Open GOG’s library refresh page while signed in if redemption succeeded but the game is missing from your library.
Restart GOG GALAXY after the refresh finishes.
Open the redeemed game in your GOG library.
Select DOWNLOAD AND INSTALL NOW for GALAXY installation.
For an offline installation instead, download the installer parts beneath that option.
Put every offline installer part in the same folder before installation.
Check the individual game’s operating-system support before installing it.
Match Epic and Legacy Games to the right account
For an Epic offer, open your Epic account’s Linked accounts > Apps.
Look for Prime Game, the connection name used in Epic’s instructions.
Open the Epic Games Launcher’s Library once the game has been delivered to the linked account.
Select the claimed game.
Choose its installation directory.
Select Install.
For a Legacy Games offer, copy the redemption code from Luna.
Open the promotional page linked from that offer.
Enter the redemption code.
Enter your email address.
Select Submit.
Open the Legacy Games Launcher using the same email you entered during redemption. Redeeming a free game does not automatically create a password-based Legacy account.
Open Game Library > Install.
Select your game.
If these steps fail, contact Amazon’s Prime support team for an Epic connection or redemption correction. For a Legacy claim tied to a wrong or changed email, contact Legacy support with both email addresses.
Use your Twitch subscription separately
Your Twitch channel subscription with Prime has its own linking and redemption process. Use this route to support a streamer or troubleshoot a missing Prime subscription option.
Open Twitch’s Prime Member Perks page.
Select Connect.
Sign into your Amazon account.
If the wrong Amazon account is connected, select Disconnect on the same page.
Repeat the linking flow with the intended Amazon account.
Open an eligible Twitch Partner or Affiliate channel.
Select Subscribe.
Choose Subscribe with Prime.
Select Subscribe to complete the subscription.
For phone or tablet redemption, open Twitch’s subscription site in a mobile browser. The iOS app does not support Prime subscription redemption.
Sign into Twitch in that browser.
Search for the streamer.
Open the channel’s subscription page.
Choose the Prime subscription option.
Check your membership eligibility if the option is missing.
Check the Amazon account linked on Prime Member Perks.
Check regional subscription availability in Amazon’s Prime subscription help.
Confirm that the channel is a Twitch Partner or Affiliate.
Check whether you already used the monthly benefit. A trial subscription benefit is one-time, and subsequent free trials do not provide another.
Repeat the subscription process when your next monthly benefit becomes available. Prime channel subscriptions do not renew automatically.
Frequently Asked Questions
Can I still link an external library to stream my owned games on Luna?
No. Amazon ended Bring Your Own Library after June 10, 2026. Old GOG, EA, or Ubisoft linking instructions do not restore that streaming benefit. Downloadable PC-game claims remain a separate benefit.
How do existing Amazon Teen account holders access their games?
An adult Amazon Family member can claim content on behalf of an existing Teen account. Former Teen account holders can access past claims through the drop-down menu > My Collection. Direct Teen-account claiming is no longer supported.
Is GOG GALAXY available for Mac or Linux?
GOG offers GALAXY for Windows and macOS at https://www.gog.com/galaxy. Its official product page does not offer a native Linux download. Each game has its own operating-system requirements.
Can I use my Prime subscription inside the Twitch Android app?
Yes, where Prime subscriptions are available regionally. Open the channel and tap its video player to reveal Subscribe, or select Subscribe on the channel’s profile page. Choose the available Prime subscription option and complete the prompts.