HBO Max Activation Tile Missing

Hello Community,

This issue is usually caused when a customer has multiple products with AT&T that were getting HBO included, and one went away.  For example, if you had wireless and DirecTV, you may have had HBO Max included with both of them.  However, you may have lost that bonus for one or the other product based on your plan or promotion expiring.  This can cause confusion in the system.

To resolve, please log out of all of your devices that use HBO Max. 

• Go to your HBO Max Account by clicking on your username (on laptop/PC) or settings (on phone).
• Choose "Manage Devices"
• Choose  "Sign All Devices Out"   

Once all HBO Max enabled devices are logged out, then try logging in with only the product you currently get HBO Max included with.  If you have DirecTV with HBO Max, use your DirecTV login.  If you get HBO Max with our unlimited wireless plan, use your AT&T login.

You can also find a complete list of steps to troubleshoot this error on our HBO Max Help page.

If after doing this, you still have the issue, please ask a new question and we'll assist as soon as possible.

Thanks

The AT&T Community Team

I have been having the exact same issue. I sign in through provider and get "cant verify your subscription" every time. ATT is acting like they have never heard of this issue before but it is clear that this is a very prevalent issue that tons of ATT customers have been dealing with. Every ATT rep I speak to says they can fix it and not to worry but it's been weeks and no resolve. ATT what are you doing about this?

Hey there @no1atayeteateeishelping135, we'll be happy to help you verify your AT&T subscription!

When did you sign up for wireless service? HBO Max stopped being provided for free for new wireless customers after June 6th, so if you signed up after that date, then you'll need to pay for the service. Have you made any changes to your plan? Doing things like canceling or suspending a line can remove your HBO Max access. Also, if you have more than one account, make sure you're signing in using the account that has HBO Max access.

We recommend you double check to see if your wireless plan includes HBO Max, and follow the steps below to sign in and verify your subscription.

1. Go to hbomax.com and select Sign in.
2. Select SIGN IN THROUGH TV OR MOBILE PROVIDER.
3. Choose AT&T and enter your AT&T Access ID where it says User ID, and your password.
4. Select Sign in.
5. Create your HBO Max profile if needed, or select your existing profile.

Please let us know if this helps.

Dylan, AT&T Community Specialist

Let's look into why you're receiving the "Your subscription cannot be verified" notification when logging into HBO Max, @tbd123.

First, you will want to sign in to the AT&T app to verify that you are subscribed to an eligible wireless plan.

• AT&T Unlimited Elite
• AT&T Unlimited Plus
• AT&T Unlimited Plus Enhanced
• AT&T Unlimited Choice
• AT&T Unlimited Choice II
• AT&T Unlimited Choice Enhanced
• AT&T Unlimited & More Premium

It's also available through our internet and video packages such as: 

Internet 1000, 2000 and 5000, PREMIER, LO MAXIMO, U400, U450/450 Latino, MAX and PLUS with HBO 

HBO Max stopped being offered to new customers as of June 6th of this year.

If there has been any changes to your account such as suspensions, cancellations, or downgrades then you will lose access to HBO Max. 

If you have multiple AT&T services and AT&T User ID's, this may cause an error in verifying your account, as you'll need to sign in with the wireless ID that is associated with HBO Max. (ID used to create the account)

You may want to call us directly and ask to speak with the Digital Assistance Center. Here they will be able to re-synchronize your myAT&T & HBO Max accounts, so that you can log into HBO Max using your myAT&T credentials. We've also added this resource to help with troubleshooting and signing in to HBO Max. It gives you step by step instructions to address sign in issues.

Please share the results with us.Thanks for reaching out to AT&T Community Forums!

Nelson, AT&T Community Specialist

I spoke to a supervisor yesterday who said they can no longer modify their system to give me access even though my plan clearly showed HBO Max. She said it was due to HBO Max ending in June. She offered to give me a one month $14.99 credit which doesn’t help. It would be nice if AT&T could at least give a monthly credit even for the add supported version. It looks like if you did not activate it before June, you’ll never get it. I heard Verizon has Disney+/Hulu/ESPN+ bundle. 

This is not the experience that we want you to have, @tbd123

Please meet us in a direct message, and we can look into getting you approved for courtesy credits together. It's the chat icon next to the bell icon in the upper right corner of forums. 

Thanks again for reaching out to AT&T Community Forums!

Nelson, AT&T Community Specialist

Hi, it's AT&T here. Now that we are in a Direct Message, there are a few steps we need to take.

I am having issues with my HBOMax. My plan say Unlimited Elite but i am not able to get into my HBO Max.

We understand how important it is to be able to access your HBO Max account to keep up with all your favorite movies and shows, @MZQueenLoLo.

We want to help you gain access to your HBO Max account. Have you already tried the steps listed above in this thread by our previous agents? If not, let's start by:

1. Going to hbomax.com and select Sign in.
2. Select SIGN IN THROUGH TV OR MOBILE PROVIDER.
3. Choose AT&T and enter your AT&T Access ID where it says User ID, and your password.
4. Select Sign in.
5. Create your HBO Max profile if needed, or select your existing profile.

If you are unable to sign in, please let us know what error code you are getting. We do recommend trying to log in for the first time in a browser. You may also want to clear your cache and cookies before completing the log in steps. 

Also, we can use some additional information.

1. Are you using the same credentials that you use to sign in to your myAT&T account? If not, you want to be sure you are using the same log in.
2. Do you have any other services combined with your wireless account? As said in the thread, this can cause some confusion in our system.
3. Have you been able to access HBO Max before? This will help us determine our next steps. 

We look forward to your response so we can work together to come up with a resolution. 

Clarissa, AT&T Community Specialist  

I am having the same problem. DirecTV confirmed that HBO Max is apart of my plan. I can watch it on my Ipad. When I try to watch on my TV and go to the HBO Max sign in, I also get “can’t verify your subscription.” I’ve spent 2 hours (that’s just tonight) on virtual chats with ATT and DirecTV with no resolution. This is completely negligent of ur customers that so many of us have this issue and you can’t competently resolve it.