What does this warning mean?
Amazon assigns every movie a unique ID number called an ASIN (Amazon Standard Identification Number). We link each filter to the movie’s ASIN ID, rather than its title, because different movies can share the same title.
Streaming services occasionally make changes to their movies’ ASIN ID numbers. This means that even though the Clearplay extension indicated a filter was available, our final safety check detected a change after playback started.
Troubleshooting
Standard troubleshooting steps will not resolve the issue causing this status message. These include:
Refreshing the page.
Closing and reopening the browser.
Clearing the browser’s cache and cookies.
Restarting your computer.
Reinstalling the Clearplay extension.
Filtering will resume once our filter team updates the filter.
What we do:
When a change to the movie’s ASIN is detected, this warning appears, and the filter team is automatically notified. The team then updates the filter as quickly as possible. Until the update is complete, filtering will not be available for the movie or TV episode.
Once the update is complete, the warning disappears, and filtering works normally again.
How long does it take for the filter to be updated?
The filter team strives to complete updates within about 24 hours, but this timeframe is subject to change. These issues receive high priority, and the filter team works to complete each update as quickly as possible.
For the Fastest Assistance
If you receive a "Problem Detected!" status message, email care@clearplay.com.
Please include:
Email Subject: Problem Detected: “The name of the movie or TV show”
The email address on your Clearplay account
Movie or TV Show Title
Streaming service:
Apple TV
Disney+
HBO Max
Netflix
Amazon
†Prime Video Store (Amazon's rent-and-purchase streaming platform)
†Amazon Prime ($4.99/month Ultra subscription required for filtering)
The Apple TV Channel for Amazon Prime
The HBO Max Channel for Amazon Prime
The Paramount+ Channel for Amazon Prime
†When emailing us, please avoid general names like “Amazon,” “Prime Video,” or “Amazon Prime Video.” They don’t tell us whether you rented or purchased the movie, watched it through your Prime subscription, or used an Amazon channel.
Please use the exact platform name listed above:
Prime Video Store: You paid to rent or buy the movie.
Amazon Prime: The movie is included with your Prime subscription at no additional cost.
Amazon channel: Use the full channel name listed above.
Most Amazon movies we’ve filtered are available through the Prime Video Store. The same movie on Amazon Prime will have a different ASIN, and each filter is linked to only one ASIN. Providing the specific platform name helps us find and troubleshoot the correct filter.
Thank you!
Filtering in real time helps keep Clearplay in harmony with copyright law. It also means adapting to ongoing changes across thousands of movies and TV shows. We appreciate your patience while updates are completed.
Your Filtering Team