Hisense Smart TV Skill broken after VIDAA to mytv.hisense.com backend migration — device discovery returns zero results

Fire Devices & Appstore Q&A
1

Summary: The Hisense Smart TV Alexa Skill is permanently broken for users who attempt to re-pair after Hisense migrated their device management backend from my.vidaa.com to mytv.hisense.com. This is not a user configuration issue — it is a backend routing inconsistency on Hisense’s side that requires action from Hisense’s engineering team (and potentially coordination with Amazon).

Device: Hisense TV (Serial: 31F73G23167TESAEHL10509) — VIDAA OS — Spain (ES)

Skill: Hisense Smart TV (Amazon Alexa Smart Home Skill)

What was working: The TV was previously paired and fully functional with the Hisense Smart TV Alexa Skill. Device discovery worked correctly and voice control operated without issues.

What broke: After being required to re-link the skill, device discovery now returns zero results — permanently. The skill enables successfully and account linking completes, but Alexa finds no devices.

Root cause (technical):

  1. The Hisense Alexa Skill’s account linking and device discovery endpoint still points to the old VIDAA backend (my.vidaa.com).

  2. Hisense has since migrated device registration to a new portal (mytv.hisense.com).

  3. When the TV sends its pairing code, the device now registers on mytv.hisense.com — not on my.vidaa.com.

  4. The Alexa Skill queries my.vidaa.com during discovery and finds nothing, because the device is no longer there.

  5. mytv.hisense.com offers no way to manually register a device — it only accepts automatic registration from the TV’s pairing flow.

Result: The two backends are completely decoupled. The TV registers on one, the Skill queries the other. Re-linking the skill, disabling/re-enabling it, factory resetting the TV, or contacting Amazon customer support cannot fix this — because the problem is in Hisense’s Skill endpoint configuration.

What I have already tried:

  • Disabled and re-enabled the Skill multiple times

  • Deleted and recreated the Hisense account

  • Factory reset the TV

  • Contacted Hisense Iberia support — their response was to ask me to contact Amazon to “unlink the VIDAA account”, which demonstrates they did not understand the issue

Questions for the community and Amazon:

  1. Is Amazon able to notify the Skill owner (Hisense) that their device discovery endpoint is outdated and needs to be updated?

  2. Has anyone found a workaround that forces the Skill to query mytv.hisense.com instead of my.vidaa.com?

  3. Are other users in Spain or Europe experiencing the same issue after re-pairing?

Any help or visibility from Amazon’s Alexa team would be greatly appreciated. This appears to be a widespread issue affecting all VIDAA-based Hisense TV users who have gone through a re-pairing attempt post-migration.

2

Hello,

Thanks for posting. Since this forum is dedicated specifically to Amazon Appstore developers, we recommend visiting the Alexa Skills community for assistance with your query.

You can find technical support on the Alexa Skills Kit Stack Overflow page here: https://stackoverflow.com/tags/alexa-skills-kit

For more ways to engage with the Alexa team and other developers, please check the Alexa ‘Get Connected’ page: Get Connected with the Developer Community - Alexa Skills Kit Official Site