Contributor I

Answered

Amazon music "missing required information"

Forum|Forum|4 years ago
May 7, 2022
28 replies
4708 views

For years amazon music has worked fine without issue.

Within the last few weeks it keeps failing raising an error message:

Your Amazon account is missing required information. Please go to music.amazon.com on a computer web browser and update your information. It may take several minutes for your account information to update.

Going to music.amazon.com doesn’t show anything thats an issue, the account is up to date and can play just fine through amazon.

I can remove the amazon account from sonos, then re-add it, and music will work fine for a couple hours then fail again with the same error.

Having to do that repeatedly is a giant pain.

Any help on how I can get back to this just working?

Amazon Music

This topic has been closed for further comments. You can use the search bar to find a similar topic, or create a new one by clicking Create Topic at the top of the page.

Best answer by eandy

I’ve seen this issue raised a few times in the last few days.

I now suspect the issue is due to some authentication token between Amazon Music and Sonos that needs refreshed.

Rather than removing and re-adding Amazon Music, what happens if you just reauthorise Amazon Music from within the Sonos app?

After reauthorising, wait a few minutes before attempting to play from Amazon Music.

Actually, this did work for me.

#tldr - Go into your Sonos App and re-authorize Sonos to use Amazon and wait 5-10 minutes for the change to propagate.

NOTE: I FIXED THIS WITHOUT REBOOTING ****ANYTHING****.

Thank you Mr T

== here’s what I did to verify this is the correct solution ==
I have two rooms

Room A (2x Play 1)
Room B (Play 5)

I originally had a problem with Room A where I got the “Your Amazon account is missing required information.” message.

I tried the following with no success

Restart Sonos IOS App.
Logged into Amazon desktop app and started playing the same song that I wanted to play on my Sonos Room A. Successfully played in the Amazon Desktop app. Stopped player before leaving.****
Logged into Amazon web player on desktop and played the same song and it worked.
Logged into the Amazon web app and looked at music authorized devices (didn’t see sonos)
Looked at software versions in IOS app to ensure that all sonos devices are on the latest version.

then I did this (which didn’t work immediately)

Looked at “Services & Voice” in the IOS app and re-authorized the Sonos app to work with Amazon. This didn’t work immediately in Room A. I kept reading and researching and then realized I had another room I could try. I tried Room B (about 5 minutes had elapsed since I re-authorized) and Room B worked. I then tried Room A and it worked.

I believe based on this experience that Mr T.’s belief is probably correct. An authorization token probably expired and had to be refreshed. This might have been due to a system update in Amazon’s infrastructure.

**** stopping the Amazon player before leaving it is critical as it appears that Amazon has shifted their player policy to only allow one instance of the player across all devices (IOS APP, web player, desktop player, sonos or other integration). This appears to be motivated by driving new subscription sales - i personally don’t subscribe. Here’s a reference Music Help: Amazon Music Unlimited Streaming Limits on Multiple Devices

Show previous replies

Master T

Prodigy I

I’m experiencing this on a fairly regular basis as well, and as Ken noted a Google search indicates this is happening on at least some non-Sonos devices as well.

While that suggests it is not a Sonos issue, I would like to see Sonos respond to or at least acknowledge the issue one way or another. I’d like to think they have better contacts with Amazon than I do, but maybe that’s a reach these days. 😉

I’ve tried re-authorizing multiple times to no avail. I’ve just had to wait it out until the service returns.

Airgetlam

Anyone who is paying Amazon money likely has a better leverage point with Amazon. Sonos does not have any financial relationship there.

Bruce

M

momoglub

Lyricist III

Has anyone even had success “Re-authorizing” the account? I keep getting the “There was a problem authorizing your account” message there. Every single time. This issue with Amazon Music has been a mess the last 2 days and there seems to be no real solution.

Ken_Griffiths

Has anyone even had success “Re-authorizing” the account? I keep getting the “There was a problem authorizing your account” message there. Every single time. This issue with Amazon Music has been a mess the last 2 days and there seems to be no real solution.

It appears from some of the things mentioned online, both here and elsewhere, that it’s an isolated matter that’s being reported in just some areas only and and has been happening with ‘non-Sonos’ products aswell.

I guess it will be fixed at some point, but meanwhile if your issues persist, then maybe raise the matter with Amazon Support too.

R

Rhp

Lyricist III

I have had this issue for weeks. Sonos gave some nonproductive ideas. But Amazon acknowledged it’s their problem yesterday and they are working on it. Since then Amazon is working better on Sonos but still not normal. So I gather they are still working on it

M

momoglub

Lyricist III

I have had this issue for weeks. Sonos gave some nonproductive ideas. But Amazon acknowledged it’s their problem yesterday and they are working on it. Since then Amazon is working better on Sonos but still not normal. So I gather they are still working on it

Hi Rhp, so when you say that “Amazon acknowledged it’s their problem” - how exactly did that happen? Did you talk to a support person at Amazon that knew their authorization was having issues? Or is this fact stated somewhere in public? And did someone acknowledge this was a specific issue that would be experienced on Sonos?

Just curious how you came upon that knowledge, as I was also thinking about going directly to Amazon support (as several folks have mentioned in these threads). Thanks!

R

Rhp

Lyricist III

I called Amazon and complained

T

Trunq22

Lyricist II

I’m still having this issue and it’s terribly frustrating

R

Rhp

Lyricist III

Call Amazon. I still get it off and on. Now more off thank goodness

A

ARR

Lyricist I

This just happened to me again. It’s been off and on for about a month. I will also contact Amazon. Very frustrating. And yes, all other streaming services are working fine on my Sonos system.

Show more replies

Sign up

Login to the community