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New Member

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8 Messages

Thursday, December 2nd, 2021 1:20 AM

ATT Wireless customer—HBO Max says it cannot verify my account

I went to look at my wireless bill today. It said I have free access to HBO Max included with my service plan.

So I’ve tried a dozen things and cannot get access. HBO Max let’s me try to login with ATT as my provider but says ATT won’t verify my account.

There is no place in the ATT app or web page where I can “activate” the service—there is a button under HBO Max on my Account Overview page that says “Get Started”. All it does is put me right back in my Account Overview page.

Customer service on the phone had me talk with 3 different people! The last one asked me for my name and then asked me for my number in case we got disconnected (huh? He can’t see caller I’d???). I started giving him my number and we disconnected before I got to the 5th digit.

Accepted Solution

Official Solution

Employee

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420 Messages

2 years ago

Hello Community,

Update 12/27/21:  There are some customers still indicating they are having issues logging into their HBO Max service. We may reach out in a DM (Direct Message) to further assist you.  Please post a response if you are unable to login.

If you haven't done so already, please follow these steps as well:

  1. Go to your myAT&T account overview from a web browser.
  2. Select one of the following:
    • Go to my account
    • Get started with the HBO Max logo and then follow the prompts
    • Start watching HBO Max under See what’s on TV.
  3. Additional troubleshooting can be found on our HBO Max login support page.

Previous Post

We were advised that some customers were having difficulties logging into their HBO Max subscription.  This should now be resolved.  Thank you for your patience.

Note: You may need to clear your cache and cookies and attempt again if it is still not working.

Thanks

Tim, AT&T Community Specialist

(edited)

Contributor

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15 Messages

4 years ago

I have HBO Max through AT&T and it is not working anymore . It says my subscription through AT&T has expired . I have an unlimited plan and it’s included with my plan .

Note: This comment was created from a merged conversation originally titled HBO MAX stopped working

New Member

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5 Messages

Me also. I called and they could not figure out why it was not working. 

Community Support

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232.2K Messages

Good morning @Danny0_0,

 

Thank you for reaching out. We'll be happy to take a further look and get you back to streaming HBO MAX.

 

When you stated it's not working anymore, what exactly is occurring? Also, please share which Unlimited Plan you have, as well as if you have any other services with AT&T such as TV or Internet.

 

 

 

KristinA, AT&T Community Specialist

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*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

New Member

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5 Messages

When I log into my account it just started saying that my account was expired. I have the Unlimited Elite and I have spoken with AT&T tech services and they can not figure out why it just stopped working. Its very frustrating. I used it for a solid month. We watched a show one night and the next we got back on to finish and it was not working. The lady I talked to said that she was going to send a message to her supervisor and that I would hear something. The last time I talked with someone was Friday evening. 

Contributor

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15 Messages

@Okiefamily15 Was your account fixed ?

Contributor

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15 Messages

@ATTHelp  it started working for a bit then it stopped :(  I ha w the unlimited elite plan . This is frustrating . Haven’t been able to watch Anything for weeks now 

New Member

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6 Messages

4 years ago

Ever since signing up with AT&T years ago, I have always had HBO.  When HBO was switching to HBO Max this year, I was able to sign up for the HBO Max subscription with no issues through my AT&T account.  I was able to watch movies, TV shows, etc., with no issues.  However, I went into my HBO Max account today and I was able to browse the selections, and when I selected to play a movie, it asked me to log in.  So, I logged back in through AT&T, selected my HBO Max profile, and it still wouldn't let me watch any of my selections.  I was going around my profile in HBO Max and it says "Your HBO Max subscription through AT&T has expired.  How?  How do I get this back?  I have always had HBO, and now I don't.  I see many people asking on these forums and no solutions.

Note: This comment was created from a merged conversation originally titled Your HBO Max subscription through AT&T has expired

Community Support

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232.2K Messages

Hi @gonvrebels, we are happy to help.

 

Please inform us which service do you have HBO?

Do you have a paid HBO Max subscription?

 

  • If you have a paid subscription you will need to sign in using the credentials that was used when setting up you account.
  • You will only us an ATT credentials if HBO  is part of your ATT service line up. 

We will await your response to better assist you.

 

 Thank you for contacting us on AT&T Community Forums!

 

Lafayette, AT&T Community Specialist

Still need help? Ask a question! Our 1.4 million members typically respond within 1 hour.

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

New Member

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6 Messages

I have HBO for life with my unlimited plan.  I never paid for HBO.  Always had it through AT&T.

When I go to HBO Max website, click to sign in, I sign in through provider.  I choose AT&T and sign in with credentials on the AT&T login page.  I am brought back to HBO Max, and I can view all the movies and tv show listings.  But when I select one to watch, I am told I need to subscribe to continue.

Never had this issue with HBO in the past.  When I click on account information, I see the following:

"Your HBO Max subscription through AT&T has expired."

New Member

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2 Messages

I signed up for the HBO for Life promotion with my Unlimited plan as well. All of a sudden, my HBO subscription has stopped working and says the exact same thing. I never paid for HBO before because it was included in my plan and it worked with HBO, then HBO GO, and then HBO Max and my login worked through every migration. Seems like my subscription was cancelled last week for some reason. Haven't heard any updates.

New Member

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2 Messages

Anybody get any updates on this issue? I’m having the exact same problem. Have gotten no notification from AT&T or from HBO that my subscription was ending or changing in any way.

New Member

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6 Messages

Sorry to abandon this post.  Here's what I had to do to get my HBO Max service back:

-Go to https://www.attwatchtv.com/

-Sign in with your AT&T credentials

-On the settings gear on the top right, select that and select Help Center.

-At the very bottom there was an option for live chat.  Start a live chat session.

I had to wait over an hour just to get to a representative...  So prepare some time for this.  While chatting with the representative, they said my plan changed and that's why I lost my HBO Max access.  Completely false.  I told them looking at my bills for the month they mentioned, still the same amount and nothing changed.  After arguing a bit, stating I have an email from when I signed up showing HBO for life, they gave me back HBO Max.

Have a feeling they did something in the background which "altered which accounts had access" to HBO.  Obviously forgetting those of us here who were promised HBO for life, just for them to take it away.

Hope this works out for yall!

Teacher

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35 Messages

3 years ago

I have an unlimited elite wireless plan that IS SUPPOSED TO INCLUDE HBO MAX FREE, however every time I login it gives me an error msg see image attached:

Note: This comment was created from a merged conversation originally titled HBO MAX NOT WORKING WITH AT&T LOGIN

ACE - Expert

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35.5K Messages

Did you confirm that you activated your HBO Max account?  

UPDATE: I went to the FAQ link and arrived at a page showing this:

Next, set up HBO Max on select unlimited plans

AT&T Unlimited Elite
  1. Go to your myAT&T account overview from a web browser.
  2. Select one of the following:
    • Go to my account
    • Get started with the HBO Max logo and then follow the prompts
    • Start watching HBO Max under See what’s on TV.
  3. Look at the Finally, sign in and stream HBO Max section of this article for next steps.

Did you do this?  

[ Be advised that you've posted on a community forum primarily peopled by other customers.  I am not an AT&T Employee.  An AT&T Customer Support rep may or may not ever reply to your post. ]

Award for Community Excellence Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

New Member

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4 Messages

I have this same error when trying to log into HBO Max.  And when I log in to the AT&T website and look at my Internet 1000 account, the “My HBO Max” section just has a message that says “HBO Max is here!  It’s all of HBO together with even more movies and series, plus new Max Originals.” ... and nothing else.  There’s no way to “activate” it.

ACE - Expert

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35.5K Messages

Sounds like it's time to call 800-288-2020.  Good luck!

[ Be advised that you've posted on a community forum primarily peopled by other customers.  I am not an AT&T Employee.  An AT&T Customer Support rep may or may not ever reply to your post. ]

Award for Community Excellence Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

New Member

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4 Messages

That wasn’t helpful, unfortunately.  The AT&T person looked at some things, then transferred me over to HBO Max, who looked at some things and said they don’t have any record of an account for me so it must be a problem with AT&T.

ACE - Expert

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35.5K Messages

It is a problem with AT&T.  When they say that have to transfer you to HBOMax ask to speak to a supervisor.  No, they can't call you back, because they apparently don't ever make calls.

[ Be advised that you've posted on a community forum primarily peopled by other customers.  I am not an AT&T Employee.  An AT&T Customer Support rep may or may not ever reply to your post. ]

Award for Community Excellence Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

New Member

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34 Messages

3 years ago

Initially had trouble signing in to HBO but with some crazy steps support was able to help me log in. Now I’m told that by subscription has expired. I canned support and they said that after a year, it expires. I have an Unlimited Elite plan, I can’t find anything that says HBO expires after a year.

I pay a lot of this plan and I’d like to get the benefits. Is there anybody who knows how to fix this? 

Note: This comment was created from a merged conversation originally titled HBO MAX Subscription Expired?

ACE - Professor

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2.6K Messages

You might need to activate HBO Max before signing in to HBO Max the first time. To do this, sign in at att.com/myATT or open the myATT app, look for the HBO Max info on your Account page, and follow the prompts to start streaming.

https://help.hbomax.com/

Award for Community Excellence Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

New Member

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34 Messages

I have tried to do this but I do not see see the HBO Max info on the account page. 

New Member

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3 Messages

I have tried also no such luck.

Community Support

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232.2K Messages

Let's look into helping you access HBO Max, @Justin123abc!

 

Just so we're on the right track, we need a little more info about your experience.

  • What's happening when you're trying to access HBO Max? Are you receiving an error message such as mismatch in user ID and password?
    • Heads up: If you have two or more wireless accounts with different IDs be sure to sign in with each account to confirm which ID is linked to your HBO Max subscription benefit.
  • Are you subscribed under an eligible AT&T TV or mobility plan as specified here?
    • If not, follow the instructions provided at Activate HBO Max to update your plan.

Let us know how this goes. If your experience persists, reach back and fill us in so that we may provide support!

 

Lar, AT&T Community Specialist

Still need help? Ask a question! Our 1.4 million members typically respond within 1 hour.

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

New Member

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34 Messages

“What's happening when you're trying to access HBO Max? Are you receiving an error message such as mismatch in user ID and password?”

I don’t receive any error. I login on HBO MAX, I attempt watch a movie but the app switches to a page that says RENEW SUBSCRIPTION. So I select, Tap here if you already subscribed, On the “Choose Your Provider” I select AT&T, login with my AT&T username and password. Then I briefly see my HBO profile appear, then the app returns to the RENEW SUBSCRIPTION Page. This occurs over and over again. 

New Member

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2 Messages

3 years ago

When I logon to HBO Max and check my billing information I see the statement below:

Billing Information
Your HBO Max subscription through AT&T has expired
My Account is current and the balance is $0.00.  My bill shows that it is included.
Monthly plan charges for May 06 - Jun 05 $116.00
Internet 1000 HBO Max included
$109.00
Internet Equipment Fee
$7.00
Why does HBO think my subscription has expired and how do I get this fixed?
Note: This comment was created from a merged conversation originally titled Your HBO Max subscription through AT&T has expired.

New Member

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3 Messages

The way you are describing it, they (or HBO)  made an error and that's all there is to it.  I think AT&T makes learning what you can before you contact them a little more difficult than it should be.  But I would just start here, and if you don't get what you're looking for do a chat with their support through the mobile app, I believe they are 24/7  https://www.att.com/support/article/wireless/KM1261921/

New Member

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6 Messages

3 years ago

I have been trying to login and set up my HBO Max account since July and I keep getting and error that says to "try again later".  I've tried on my cellphone and computer and I keep getting the same message. I have tried all of the suggestions, faq's and troubleshooting. I was really excited to use it but now I'm disappointed and frustrated. 

Note: This comment was created from a merged conversation originally titled HBO Max login not working

Community Support

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232.2K Messages

Thank you for reaching out to us, @ ! Allow for us to provide you with ways to login to your HBO Max Account!

 

 

Based on the fact that you are experiencing the same error message, regardless of going through the troubleshooting techniques and you have not yet used it. You would need to try accessing your HBO Max Account Through Your AT&T Account, by accessing the link previously provided. Once you are there you can sign in using your AT&T credentials and finish setting up your HBO Max Account. Let us know if the information provided was helpful and we will gladly be of further assistance!

 

 

Thank you from the Forums Community!

 

 

Ty, AT&T Community Specialist

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*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

New Member

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6 Messages

That is the link I have used and it never works. 

Community Support

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232.2K Messages

Let's address your HBO Max Sign-In inquiry @HalsteadK!

 

Please let us know if you qualify for HBO Max through our wireless plans to better assist you. To log in and stream HBO Max it is required to Set up your HBO Max on your account online. If you haven't already, please follow prompts under Next, set up HBO Max on select unlimited plans > choose your wireless plan and follow instructions under your plan. 

 

Next, sign in and stream HBO Max by downloading HBO Max app and signing in through tv/mobile provider. Check out our Compatible devices that work with HBO Max, that will allow streaming. 

 

We hope this helps! Reach back to us if you have additional questions!

 

Rhoda, AT&T Community Specialist 

Still need help? Ask a question! Our 1.4 million members typically respond within 1 hour.

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

New Member

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8 Messages

3 years ago

I am a subscriber to AT&T mobile unlimited elite plan, but HBO Max can’t verify my subscription and doesn’t let me in. How do I fix it?
Note: This comment was created from a merged conversation originally titled Can’t login with AT&T credentials

New Member

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3 Messages

You need to activate it first on your ATT account page from a browser then select ATT in providers for HBO Max, it’s not clear that you need to activate it to add to your account and it’s not already done.

New Member

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8 Messages

Problem is that there is no option to activate it under My Account on AT&T website.