M

New Member

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3 Messages

Sunday, December 12th, 2021 5:27 AM

HBO Max Subscription Expired?

So suddenly I'm not able to play movies and shows anymore on the HBO Max app. I'm still logged into my account through the AT&T provider and I'm on a plan that's guaranteed me free HBO Max. I look on the account info and it says my subscription has expired, which is clearly not the case at all. A friend of mine who also has AT&T that also should get free HBO Max is having the same problem, so I'm wondering if this is a trend and if many others out there are having the same issue. If anyone knows of any solution to this problem, I would gladly appreciate it because this is absolutely ridiculous.

Accepted Solution

Official Solution

ATTTimCS

Employee

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350 Messages

1 year ago

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

Tim, AT&T Community Specialist

(edited)

New Member

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7 Messages

1 year ago

I have HBO Max included with my plan and it is not working again.  I keep seeing a message in my account that reads "your subscription with AT&T has expired"  Anyone else having this issue and get it resolved?  This is a weekly occurrence and I really don't want to call tech support again.

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

Community Support

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207.2K Messages

We want to help you get HBO Max working again, @klmurphy! Let's look into that for you.

 

If you haven't already, you should try to resolve your experience by entering your AT&T user ID and password, then select Sign in.

 

Should your experience persist despite the first step reach back and let us know the following:

  • Are you trying to access HBO Max on your TV, internet, or mobile devices? This will help us identify what steps are required to provide a definite resolution to your AT&T service(s)/HBO Max trend.  
  • Has there been any recent changes to your account? If you have made a change to your account such as a downgrade or cancellation and HBO Max is no longer included with your AT&T service, you must Update the Subscription yourself directly through HBO Max to continue your HBO Max subscription.

Also, please be advised that to sign in to HBO Max that is included with the Unlimited Elite plan, one HBO Max login per account is required, regardless of the number of lines that are signed up for the Unlimited Elite plan.

 

Give this a try and let us know how it worked for you!

 

Lar, 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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7 Messages

Service is working.  It would appear that there are intermittent outages weekly.  Thank you!

ATTHelp

Community Support

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207.2K Messages

Glad to hear your HBOMAX is working, klmurphy!

 

We are happy to hear your services are up and running.

 

Reach back out if you need help in the future.

 

Thank you for visiting our AT&T Community Forums!

 

Carlton, 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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2 Messages

Mine isn’t working and I spent over an hour today on phone with AT&T. Two reps who had no idea why it wouldn’t work. 

Contributor

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3 Messages

I also spent an hour on phone with ATT today. No help getting access to my HBO max account. 

New Member

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12 Messages

1 year ago

I did an online chat with AT&T. Went around in circles for over an hour. Finally connected me to a supervisor and was told that it's a global issue and their team is working on the migration issue.

Odd thing is that I am already signed in. When I click on the app, it recognizes me by name, and even asks if I want to continue watching a movie I had started on. But when I click on anything I get the dreaded message that my HBOmax subscription through AT&T has expired.

So I guess I just wait.

Note: This comment was created from a merged conversation originally titled Still Not Working for Me

New Member

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12 Messages

I am currently having the same problem. I click on anything and it says my subscription with AT&T has expired. I watch it on an Amazon Fire Cube. I have force stopped the app, cleared the data, cleared the cache, logged out and then back in, each time, same response. 

I just googled “your hbo max subscription through AT&T has expired” and I found on here a response from “Customer42”, 2 days ago, saying that they called customer service and that it is a internal server migration issue and that it will take up to 25 days to resolve. 

ATTHelp

Community Support

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207.2K Messages

Thank you for providing that info, @EclecticNerd! While the HBO Max sign in and stream trend affected numerous HBO Max subscribers, currently, there is a workaround.

 

For those already signed in, you will want to sign out first, then sign back in. Here are the steps:

  1. Go into the app and select the person indicator at the bottom right.
  2. Click on the gear in HBO Max app.
  3. Click on the Sign out button.

Once complete, you will want to sign back in using your AT&T ID and password. You should now be able to stream HBO Max.

 

Let us know how this works.

 

Lar, 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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12 Messages

Is this for Amazon Fire TV? “For those already signed in…” signed in where? I use the Amazon Fire Cube

ATTHelp

Community Support

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207.2K Messages

Hello @EclecticNerd!

 

You can try these instructions on your Amazon Fire TV. Here is how to sign in to HBO Max on Other TV Devices.

 

We hope this info helps!

 

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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12 Messages

I have tried this numerous times today and and I have gone online to hbomax.com and signed in both places with my AT&T sign on information and it’s is showing “Your HBO Max subscription through AT&T has expired”, in both locations.  

New Member

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6 Messages

1 year ago

 I have had a qualifying plan for YEARS, but today HBO says my AT&T subscription has expired. I still have a plan that qualifies. How can I get this resolved?

Note: This comment was created from a merged conversation originally titled HboMax expired
ATTHelp

Community Support

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207.2K Messages

Hey there, @stephwatchestv! We want to help you with that notification about subscription expiration when you are trying to use HBO Max.

 

If you're using the myAT&T mobile app to sign in it is recommended that you sign into att.com on your laptop, desktop, or tablet before signing into HBO Max.

 

The trend that you are experiencing is due to a system migration variance. Our team is engaged and working towards a resolution. Currently the estimated time of a fix is 3-5 days.

 

We hope this info helps!

 

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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6 Messages

Will we be able to watch HBOMax on a tv with Roku again?

ATTHelp

Community Support

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207.2K Messages

Hi stephwatchestv, we're here to help with HBO Max.

 

You can get HBO Max on your Roku by searching for it in your Roku’s “Streaming Channels” menu. If you log into the Roku website on a computer, you can also add HBO Max through the Channel Store page.

 

Let us know if this answers your question.

 

Thank you for visiting AT&T Community Forums!

 

Carlton, 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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107 Messages

From the technical resolution side there's nothing we can do but wait. 

I'm on day 12 of "3-5 days to resolve" and still no resolution. Other than AT&T admitting this is a "known issue" a couple times in these forums (off of some script not doubt) there is no practical information. 

I'm asking that EVERYONE here on this forum with this issue call AT&T wireless 800-866-1514 and DEMAND A BILL CREDIT. HBOMax is a $14.99 value.  That is what I'm going to insist on.  Then I'm going to see if I can reactivate HBOMax by getting AT&T to reconfigure their system as if I'm a newly eligible customer ... perhaps with an Internet SPEED UPGRADE. 

In the past I have gotten better attention by saying CANCEL SERVICE at the "Mr. AT&T" voice bot prompt when he asks how to direct the call.  This generally gets you connected to someone who can get something done in terms of credits or upgrade. 

If everyone does this rather than sitting around waiting AT&T WOULD REALLY START PAYING ATTENTION.  They know most of us wont or cant (contracts) just walk away.  But $ in credits talks.  Subscriber numbers matters.  Post your results back here. 

New Member

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4 Messages

I am having the same issue. I’ve used HBOMax on all my devices without issue for months, then suddenly yesterday, nothing worked anymore. All it said was that my ATT subscription had expired. I spent over two hours yesterday on the phone, I was passed off to five different people, then they said they had dedicated a team to solving this widespread issue. My problem would be solved soon. Of course, it hasn’t. Super frustrating. 

New Member

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2 Messages

1 year ago

I’m having trouble with HBO max. It comes with my wireless plan and I have been using it without any problems until this week. It is saying my subscription has expired on all my devices. Does anyone know of a fix for this? 

Note: This comment was created from a merged conversation originally titled HBO max subscription expired
ATTHelp

Community Support

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207.2K Messages

Thank you for reporting that HBO Max subscription expiration experience to us, @buckyt. Let us provide you with a workaround!

 

If you're using the myAT&T mobile app, we invite you to use att.com on your laptop, desktop, or tablet before signing in to HBO Max. 

 

Currently, due to a system variance, customers are experiencing errors when they are signing in to HBO Max. Our team is aware and working towards a resolution. The estimated time of a fix is 3-5 days.

 

We hope this info helps!

 

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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8 Messages

I am having the same problem!

ATTHelp

Community Support

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207.2K Messages

Hi jtthrasher! We are here to help with your HBO Max concern!

 

We are aware that existing AT&T HBO Max customers are experiencing an error message when trying to stream HBO Max, we are currently working on a resolution. We appreciate your patience in all of this.

 

At this time, we recommend accessing HBO Max through the web browser instead of the app and reactivating service when prompted to, as that is currently known to work with troubleshooting HBO Max concerns. 

 

Also, try switching your browsers and clearing your cookies and cache in browser settings to reset your online access. Lastly, we recommend resetting your AT&T password as this is also known to help troubleshoot some HBO Max error messages.

 

We hope this helps! Reach back out to us if you have additional questions. Thank you for reaching out to the AT&T Community!

 

Rhoda, AT&T Community Specialist 

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New Member

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2 Messages

Having the same problem

New Member

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4 Messages

I am having the same problem

New Member

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2 Messages

1 year ago

I have a package that includes HBOMAX but it's telling me my subscription is expired. I downloaded HBOMAX to my phone and can watch it on there but not my TV. Any suggestions?

Note: This comment was created from a merged conversation originally titled HBOMAX subscription expired
ATTHelp

Community Support

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207.2K Messages

Hi Maxxx, we're happy that you were able to get logged into HBO Max on your phone.

 

We do appreciate your patience as our team is working diligently to get this known issue resolved.

 

If you have any other questions or concerns, feel free to reach back out to us.

 

Thank you for contacting the AT&T Community Forums.

 

Carlton, 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

 • 

107 Messages

From the technical resolution side there's nothing we can do but wait. 

I'm on day 12 of "3-5 days to resolve" and still no resolution. Other than AT&T admitting this is a "known issue" a couple times in these forums (off of some script not doubt) there is no practical information. 

I'm asking that EVERYONE here on this forum with this issue call AT&T wireless 800-866-1514 and DEMAND A BILL CREDIT. HBOMax is a $14.99 value.  That is what I'm going to insist on.  Then I'm going to see if I can reactivate HBOMax by getting AT&T to reconfigure their system as if I'm a newly eligible customer ... perhaps with an Internet SPEED UPGRADE. 

In the past I have gotten better attention by saying CANCEL SERVICE at the "Mr. AT&T" voice bot prompt when he asks how to direct the call.  This generally gets you connected to someone who can get something done in terms of credits or upgrade. 

If everyone does this rather than sitting around waiting AT&T WOULD REALLY START PAYING ATTENTION.  They know most of us wont or cant (contracts) just walk away.  But $ in credits talks.  Subscriber numbers matters.  Post your results back here. 

New Member

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2 Messages

The ”subscription expired” wording in the error message is misleading. That error message appears when the TV’s HBO Max app somehow loses its link to AT&T as designated provider. My similar problem was resolved on a self-service basis, after receiving guidance from AT&T Customer Service. On TV, my HBO Max app needed to relink to AT&T account.

Following are the steps that resolved my problem. I hope this may help others. 

=== ON THE TELEVISION ===

- On TV HBO Max app, sign out. To do so, go to Settings (gear) icon and, at top, scroll offscreen to far right “Sign Out” area. Move down and the press the Sign Out button.

- Exit HBO Max app.

- Start HBO Max app.

- At Home/landing page, click OK to bring up choices: Choose A Plan / Sign In / Restore Purchase. Select Sign In.

- On email address pop-up window, press Continue.

- Instead of entering a password, scroll down and click the “Sign In With A Provider” button.

- A one-time code will appear on the TV screen. Leave it onscreen.

=== ON PHONE OR COMPUTER === 

- On phone or computer browser, go to hbomax.com/tvsignin.

- Input the one-time code (as shown on TV) and press Next.

- In the alphabetical list of providers, scroll down until you see and can select AT&T. Selecting AT&T as provider will bring up AT&T’s sign in page.

- Sign in. The act of signing into your AT&T account is the last step in re-establishing the link.

- If all steps are done, return to your TV’s HBO Max and watch shows.

New Member

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107 Messages

@Mimi21 -- Glad that worked for you.  That (and every other suggestion from AT&T so far) hasnt worked for a lot of us.

New Member

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4 Messages

Mine is still broken. They fixing this at all? 

New Member

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2 Messages

1 year ago

HBOmax keeps saying that my subscription through ATT has expired

Note: This comment was created from a merged conversation originally titled HBO max

New Member

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3 Messages

I also have this same problem. I have no idea what all the sudden caused this and I haven't been able to get in contact with any AT&T customer service line.

ATTHelp

Community Support

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207.2K Messages

Hi Bucknut21, we're happy that you were able to get logged into HBO Max on your phone.

 

We do appreciate your patience as our team is working diligently to get this known issue resolved.

 

If you have any other questions or concerns, feel free to reach back out to us.

 

Thank you for contacting the AT&T Community Forums.

 

 

Carlton, 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.
ATTHelp

Community Support

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207.2K Messages

1 year ago

Hi movieguy4, we're sorry for the inconvenience but due to a system issue, customers are not able to log into HBOMax at the moment.

 

We do appreciate your patience as our team is working diligently to get this known issue resolved.

 

Feel free to reach back out if you have any other questions or concerns.

 

Thank you for contacting the AT&T Community Forums.

 

Carlton, AT&T Community Specialist 

 

 

New Member

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2 Messages

1 year ago

I had the same issue and called AT&T support.

Apparently, it's a migration issue. Thankfully the support person I got connected with seemed to know what she's doing.

She said there's a known issue related to migrating some servers internally at AT&T or something, and that it would be resolved in 25 days; that's what she was reading internally, so I'm not sure how long ago that was actually posted, meaning I don't think it's 25 days from now, she could've been reading an old message, I'm sure she probably shouldn't have told me that number, it's probably just the messaging they gave to the support teams. She said the errors related to this are "Can't Verify your subscription" or "Your HBO Max subscription through AT&T is expired" or "It's not you it's us." Anyways, she took my email/account details and said she'll put in a request to "expedite it."

At least we now know why this is happening. Someone at AT&T probably messed up and didn't test their changes and broke a lot of HBO Max accounts.

I suggest you call in to AT&T, say you heard there's a known issue about some migration or something, give them the error you're seeing "Can't Verify your subscription" or "Your HBO Max subscription through AT&T is expired" and hopefully the support person will know where to look. This won't solve your problem, but this will add to the number of complaints so they can take this more seriously.

(edited)

New Member

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9 Messages

1 year ago

I have tried chat, voice and email with AT&T. Hours with no results. Nobody can answer
Note: This comment was created from a merged conversation originally titled Att Account expired
ATTHelp

Community Support

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207.2K Messages

We'll be happy to assist you with your account @Mrfuel.

 

If you have HBO MAX through a qualifying wireless plan, we recommend making sure that it's activated on your account by following these steps:

 

  1. Go to your myAT&T account overview
  2. Look for the Activate HBO Max tile.
  3. Choose Activate, if asked.
  4. Download HBO Max from your app store.
  5. Open HBO Max and select the person icon.
  6. Choose Sign in, then Sign in with a Provider.
  7. Select AT&T and enter your user ID and password to start streaming.

 

Also, you can try switching your browsers and clearing your cookies and cache in browser settings to reset your online access. 

 

If you have HBO MAX through a cable or internet package or if the steps outlined above do not resolve your concern, please let us know and we can proceed from there. 

 

Darais, 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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9 Messages

Let’s try something else. No HBOMax tile

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