Available Now: Buy the new iPhone 14, iPhone 14 Pro and iPhone 14 Pro Max from AT&T!
E

New Member

 • 

2 Messages

Wed, May 27, 2020 8:53 PM

HBO MAX can't verify my subscription

Hi, I received an email from AT&T stating I am eligible for an HBO Max subscription at no extra charge due to having at AT&T Unlimited Plus wireless plan however when I try logging in to the HBO Max app it's telling me that it can't verify my subscription? Can you help please? Thank you

New Member

 • 

7 Messages

2年前

I wanted provide an update to whomever comes across this thread. ATT finally fixed it for me.  I essentially had to keep calling until I found a customer service rep who wouldn’t give up on helping me. They got like three other reps on the phone until one said they’d personally escalate it to a tech who could actually fix the issue. She was reading all the internal service bulletins trying to help, I will give her credit for tenacity.  I tried logging in the next day and it suddenly worked. 

To summarize, I only have an Unlimited Elite wireless account which qualifies me for HBO Max. I signed up October 2020, not before May or whatever date it was that was giving others issues. No other ATT accounts. I tried the ATT tv Now trick. I tried the text to 2884 trick, changed my user ID and password multiple times. Linked every email and phone number I could think of.  One tech said he could see that my wireless account was still showing an old wireless plan, which is why I got the Can’t Verify Subscription message, but that had to be fixed by some higher level tech.  Tried live chat with like three levels of manager. So, just keep being the squeaky wheel until someone who actually cares makes it happen.  

New Member

 • 

5 Messages

2年前

What an incredibly (Edited per community guidelines)ty customer experience. Well, that's what we get for not regulating the market and allowing only two big oligopolies exist. Well played AT&T.

(edited)

New Member

 • 

7 Messages

2年前

Well crap. It stopped working again. Back to calling over and over until someone fixes it. This time I’m asking for bill credits. What a royal pain.

ATTHelp

Community Support

 • 

199.9K Messages

2年前

We're here to help, @KDGM.

 

 

What happens when you try to log in? Are you getting the same error message?

 

 

Let us know more so we can better assist you.

 

 

Elmi, AT&T Community Specialist.

New Member

 • 

7 Messages

2年前

To update again. I called a couple more times earlier in the morning to get someone from US. I was transferred around but eventually was told to try live chatting someone on the ATT Watch TV FAQ page. The live chat link was down at the bottom of the webpage. So I did, and surprisingly got someone immediately. About after 15 minutes of chatting, they fixed everything by adding HBO to my account somehow.  This is something everybody else seemed to have no idea how to do.  Even on my Account Summary page, I can see all the HBO Max banners and account details that was never there before. The customer service person who referred me over to the chat actually called back to make sure it had worked out. So knock on wood that it stays fixed. We’ll see. 

ATTHelp

Community Support

 • 

199.9K Messages

2年前

We're glad to hear everything is working for you now, @KDGM!

 

If you do have further concerns in the future, don't hesitate to reach out to us. We'll do our best to help!

 

Thank you for being a valuable member of our AT&T Community, and have a wonderful day!

 

Donovan, AT&T Community Specialist

New Member

 • 

2 Messages

2年前

PROBLEM SOLVED in 45 minutes, this should take you less time!!  I had this same issue with HBO Max not able to verify my subscription. Called ATT help and after and hour, guy said he would escalate and I would get a call back in a few days. Called HBO and they couldn't help and would email me back. Decided to get on chat w/ ATT today to see if I could get it resolved and finally did. Here are the steps to take to get this done. 

1. They(ATT) have to manually add HBO Max to your account. Doesn't matter if you have the tile on your account summary page saying you have it, you don't yet.

2. Do the chat help

3. Ask for streaming service help. Even if you don't have ATT TV or Direct TV. All we have is wireless and internet. 

4. Ask for a human, that auto helper is useless with this.

5. Advise the human that your account qualifies for HBOMax free and you need it added to the account. (Make sure your account does qualify, there are links)

6. Stay with human until you are able to log in. Once Scarlett(my chat helper) added it to the ATT account, I went through the long in steps, through provider, ATT log in credentials, it took me to a create account page on HBOMax and was able to sync up. Then was able to log in on phone, pc and Roku.

I hope this helps some of you out there!

New Member

 • 

2 Messages

2年前

This must be a glitch in their system when logging in between two devices. I just got it working now after a few mins of logging in and out, and verifying email addresses in the HBO Max site.

Here’s what worked for me:

  • When my new iPhone 12 plan got activated in Nov, I saw the HBO Max alert in my AT&T mobile app portal. I clicked the link, and it prompted me to download the HBO Max app. I went through the login process using the AT&T mobile provider login option but opted to use my husband’s login since he’s the primary TV watcher in the house. HBO Max was working fine on my phone for 2 months.
  • Today, I tried to install HBO Max in my new iPad Air. When I tried to login with my husband’s AT&T login in the iPad, it gave me an error that my subscription could not be verified, even though I could see on my iPhone 12 that it was logged in and I can play full movies.
  • I logged out off the iPad and my phone, thinking that I had to log in again using my own AT&T account (since it was my phone that got upgraded) to make it work on multiple devices.
  • When I logged in with my own email handle, it still said subscription could not be verified.
  • I wait a few mins. Researched on the AT&T FAQ and forum to see if there’s an easy fix. Tried to find the Customer Support chat, but no luck.
  • I try to log in again on the iPhone HBO Max using my AT&T login, and this time it works! It’s now on both devices. 
  • I didn’t do anything special the final time around that I hadn’t tried the first few times.
  • My guess is that there was a delay and lag for HBO Max to finally recognize my login as a valid subscription, logging into a new device. This must be a bug.

Hope this helps!

New Member

 • 

1 Message

1年前

I was a grandfathered account so technically signed up before May 2020. They recently tried to do a downgrade and re-upgrade to trigger the system but that didn’t work either. I’ve tried everything for 2 weeks now between chats and phone calls for hours! I just want to watch HBOMax, that comes with my plan. Please help!

New Member

 • 

7 Messages

1年前

877 285-0146

According to the rep, this is the direct phone # for the department that “resynchronized” my HBO Max and AT&T accounts. I talked on the phone and chatted with AT&T/HBO Max reps for moooonthhhhhhhsssss trying to get this resolved. This agent did it in f*^king 2 minutes. 

perryking

Teacher

 • 

21 Messages

1年前

OK  that sounds good !~  So then :  What is the direct phone number to the department that you called ?

TNX

IOk I see it now. was at the top so I did no notice it.

So the number is:  877-285-0146 !  do you know the NAME of the department ?  Does it go to HBO IMAX) or to AT&T ? ) 

(edited)

New Member

 • 

7 Messages

1年前

The phone number is the first thing I included in the post. 

New Member

 • 

7 Messages

1年前

I don’t remember what they called the department but it is AT&T.

jjfort

New Member

 • 

34 Messages

1年前

They did the same for me as whoami24, but now after a few months, it told me my subscription expired. I called AT&T and they said HBO MAX was only for a year with the Unlimited Elite plan, which is a lie. This is really crazy. 

New Member

 • 

6 Messages

1年前

I spent my whole day trying to contact the team but to no avail, at last, I stopped after getting frustrated, I doubt they really provide the service for which we pay them.

Need help?
New to AT&T Community?
New to the AT&T Community? Start by visiting the Community How-To.
New to the AT&T Community?
Visit the Community How-To.