R

New Member

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9 Messages

Fri, Dec 17, 2021 3:56 PM

HBO Max subscription through AT&T has expired

As I've seen in this forum many of you have been experiencing the same error and endless loop of trying to login with your provider AT&T the past few days not been able to enjoy HBO Max. After 8 extremely long support calls to various departments and getting transferred numerous times getting nowhere I have been told what has become the fate of our HBO Max entertainment. In order to once again use HBO Max you must UPGRADE your wireless plan to the new AT&T Unlimited Elite Plan. Which of course comes with an increase in price on top of the expensive cost already your paying. I've made the argument that it states very clearly on my plan that HBO Max is included. However I'm told that it was just a promotion or you shouldn't of had it in the first place. I don't remember any communication regarding this being just a promotion. If it was, it should be clearly spelled out but according to my plan as it stands today it is an included feature. 

Accepted Solution

Official Solution

ATTTimCS

Employee

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325 Messages

Il y a 6 m

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 - 12/13/21

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

New Member

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2 Messages

Il y a 2 y

Anyone else having this issue?
Note: This comment was created from a merged conversation originally titled HBO Max sign in error. "Your user ID is not authorized." Care Code 205.4
Jeffster

ACE - Professor

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2.6K Messages

Award for Community Excellence 2021 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

Il y a 1 a

Hi,

I changed my plan in August to AT&T Unlimited Elite(SM) which included HBO Max. I've been watching HBO Max since then. When I tried to log in 2 days ago HBO Max told me my 'subscription' through AT&T had expired. 

I've double checked my plan and it says 'HBO Max included on us'. 

Why is this happening?

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

New Member

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2 Messages

I have this same problem! Any answers?

New Member

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4 Messages

Finally resolved. There was an issue with the login. Somehow the user Id associated with the HBO Max subscription changed to an email address no longer associated with my AT&T account. It wasn't my email and don't know the AT&T password.

I was able to correct this by calling 800 331-0500  

The call took about 30 minutes to figure out what was happening. Also, have a wireless device (I had an iPad) available to try logging in. There were some issues with viewing content in a Chrome browser, but the apps (iPad and Roku) work just fine.

New Member

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4 Messages

Il y a 6 m

Has anyone found a solution to inability to sign into HBOMAX thru Unlimited Elite program?  Hbomax website says Att Subscription expired.  (Yes, I have tried EVERY troubleshooting suggestions on Att and Hbomax, it is a "known" problem.)

Note: This comment was created from a merged conversation originally titled HBOMAX Sign In doesn't Work
ATTHelp

Community Support

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191.9K Messages

Thank you for bringing your HBO Max sign in experience to our attention, @clh57!

 

A reported trend with customers not being able to log in and stream on the HBO Max app is currently under investigation by our team. Your patience is appreciated at this time.

 

Thank you for contacting our Community & Forums.

 

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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4 Messages

FYI I’m going to Verizon today to see about switching back. The HBOMAX subscription is very important to the value of the Elite level cost. So if it’s not working…

New Member

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9 Messages

Il y a 6 m

I have the same exact plan - it definitely wasn't just a promotion. It has always been included, and was one of the reasons we went with that plan. We were also supposed to be grandfathered in, but now we're being told different. I went in to compare this plan with their "best" plan, and they BOTH include HBO Max...and anyway, a ton of people on the plan they're trying to upsell are also having the SAME log-in issue. Seems like there isn't a consistent message with AT&T. 

ATTHelp

Community Support

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191.9K Messages

Il y a 6 m

Hello RyanC, let's look into why you're getting the HBO Max has expired error message.

 

The AT&T Unlimited & More℠ Premium plan is eligble (if you chose HBO® as your premium channel).

 

Try these steps to log into your HBO Max account.

 

Make sure that your username and password are correct by going to AT&T's Direct Login page and signing in.


Find the HBO Max tile on the service list and click "Getting Started" or "Continue Streaming."


This will cause the HBO Max page to open, and you will want to click "Sign in" in the upper right corner of the screen.


Select "Sign in with a Provider." and choose AT&T from the list of available providers.


You will either be rerouted back to the login for AT&T to verify your credentials or it will process through and you'll now be logged in.

 


If all of that is successful, then we can work on the app. Please try these steps:

Clear the app cache.
Uninstall the app from the device or devices.
Power the device or devices down and then back on.
Install the app again from the iTunes Store.
Once that is done click on "Sign in with a Provider."
Choose AT&T from the list of available providers.
Enter your username and password used previously when signing in through the browser.

 

Let us know if this helps, and thank you for reaching out to the AT&T Community Forums.

 

Jeff, AT&T Community Specialist

 

New Member

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9 Messages

Il y a 6 m

Jeff,

As I appreciate your efforts of troubleshooting, many including myself are past the point of basic troubleshooting. I've performed all of these steps numerous times with the various AT&T representatives without success. I can confirm I have an eligible plan as it states clearly in my plan details "HBO Max Included" I have posted an image of that in my initial post in this thread.

  1. Can you provide a current and accurate set of instructions as to confirm my "Premium Channel" selection?
    1. This is currently incorrect as AT&T no longer offers the service.
    2. AT&T's Premium Channel Instructions
    3. The "Manage TV Subscription" link included directs you to a DirectTV webpage that never loads.
  2. This HBO Max "Tile" that many representatives have mentioned clicking on simply does not exist.
    • Quite possibly it does if I've never used the service but that is not the case here.

Thank you for your assistance as myself and the large amount of customers would like to get this resolved.

New Member

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3 Messages

Il y a 6 m

Got my HBO back by asking for my userID (and they sent me my email address as my user ID) and then I was asked if I want to link this account to my att account and I clicked yes and it worked!!!

thank you Chefwebster!

Note: This comment was created from a merged conversation originally titled Chefwebster’s suggestion worked HBO expiring
ATTHelp

Community Support

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191.9K Messages

Il y a 6 m

Hey there @RyanC, we want to help.

 

Let's meet in a Direct Message to further discuss your HBO Max not working as expected. Please check your Direct Message Inbox (it's the chat icon next to the bell icon in the upper right corner of the Forums.)

 

We look forward to speaking with you.

 

Samantha, AT&T Community Specialist 

New Member

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107 Messages

Il y a 6 m

Very frustrated.  I came over from TMobile/Sprint when purchasing a new iPhone 13 primarily because the cost of the more expensive AT&T wireless plan was pretty much offset by the $15/mo value of HBOMax AT&T was offering as part of their Unlimited Elite plan.

When the wireless service was added to my AT&T account (I already had phone/internet) I activated HBOMax and it worked fine for 30 days and then I could not log in.  HBOMax info said my subscription had expired.  

I have tried multiple phone calls and spoken with multiple reps and tech support, incl. at HBO (who of course blames everything on an AT&T problem).  I have tried everything suggested by customer service and in searching these forums.  I have had service tickets "elevated" at AT&T and HBO.  No one seems to be able to get my HBOMax re-synced with AT&T.  Searching these forums I see so many people with this or very similar problems ... all frustrated at the poor tech here.  I feel I made a huge effn mistake switching services. 

If anyone has seen some resolution to this (or a similar activation problem) please comment away.  

Note: This comment was created from a merged conversation originally titled HBOMax Login Stopped Working -- ATT Subscription Expired

New Member

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1 Message

Il y a 6 m

I had the same problem on my Roku TV this evening.  Found on my account where it said I had HBO Max.  I ended up logging out, then logged back in through my provider (which is how I was logged in originally) and it magically started working again.  

I can’t vouch for any other login method though besides the Roku.

New Member

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2 Messages

Il y a 6 m

It’s saying that my subscription ended. That can’t be because it supposed to be included in my plan. Typical… just in time for the holidays for this to happen. 

any suggestions or help????

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

Community Support

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191.9K Messages

Thank you for bringing this to our attention, @jjsierra732!

 

Our team is aware of this reported trend with customers not being able to sign in and stream on the HBO Max app. They are working toward a resolution.

 

Most customers have been able to stream by signing out of the HBO Max app and signing in using their AT&T ID and password.

 

If you're still signed in follow these steps to sign out:

  1. Go to the HBO Max app and select the person indicator at the bottom right corner of the screen.
  2. Click on the gear icon in the top left.
  3. Next, click on the Sign Out button at the bottom.
  4. Test the results by signing back in.

While our team works to resolve this trend we appreciate your patience.

 

We hope this info helps. Thank you for contacting our Community & Forums!

 

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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1 Message

Il y a 6 m

I had the same thing happen and resolved it, so this is just an educated guess on what is going on:

AT&T will only authorization 1 HBOmax account per AT&T plan even if it’s a family plan with multiple households/ adults on the plan. So I had first connected my personal HBOmax plan with AT&T to get the renewed free HBO subscription. This functioned for a few months. Then another family member authenticated their HBOmax account with AT&T. Either immediately or after some time of development and fixes either HBO or AT&T decided that the other account was more valid. I then lost access and had the same error message.

When I then tried to authenticate another time with AT&T I received a new error that our free HBOmax subscription from AT&T was already being used on another HBOmax account.

So I had to completely logout of HBOmax then authenticate directly with AT&T before logging into HBOmax. This then gave me access to our family shared AT&T version of the valid HBOmax account.

I used to get HBO with Amazon Prime, I paid extra for it but the auth process was WAY EASIER!!

ATTHelp

Community Support

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191.9K Messages

Il y a 6 m

It's great that you are now able to stream HBO Max, @johncoleman83!

 

There has been a reported trend with customers not being able to log in and stream on the HBO Max app. This trend is known by our team and they are working towards a resolution.

 

Similar to your experience, most customers have found success by completely signing out of the HBO Max app then signing in using their AT&T ID and password. Here's how:

  1. Go to the HBO Max app and select the person indicator at the bottom right.
  2. Click the gear icon in the upper left of the screen.
  3. Next, click the Sign Out button at the bottom of the screen.
  4. Sign back in and test the results.

Hopefully, these instructions will help others who find that they are unable to stream HBO Max. 

 

Thank you for reaching out to our Community & Forums. We hope you enjoy the rest of your day!

 

Lar, AT&T Community Specialist

New Member

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6 Messages

Il y a 6 m

I’m in some kind of endless login loop. HBO Max says my ATT subscription has expired. This is not true. I’m a current paid up, unlimited  elite ATT customer. Been watching HBOMax as part of the ATT data plan for years. Now it won’t work. I reinstalled, activated and logged into HBOMAX a dozen times today. Every time I do, HBOMax asks me to do it again. 

Note: This comment was created from a merged conversation originally titled Can’t access HBO Max
ATTHelp

Community Support

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191.9K Messages

Hello Jimtogher, we're here to help you with your HBO Max Subscription!

 

There has been a reported trend with customers not being able to log in and stream on the HBO Max app. This trend is known by our team and they are working towards a resolution.

 

Similar to your experience, most customers have found success by completely signing out of the HBO Max app then signing in using their AT&T ID and password. Here's how:

  1. Go to the HBO Max app and select the person indicator at the bottom right.
  2. Click the gear icon in the upper left of the screen.
  3. Next, click the Sign Out button at the bottom of the screen.
  4. Sign back in and test the results.

Let us know if this helps!

 

Thank you for reaching out to our 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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6 Messages

Hi Carlton. No joy. I signed out of HBOMax. Signed back in. I got the code, went to  HBOmax.Com/TVsignin, and entered the code. It said you are "done" and to start streaming, but when I went back to HBO, the sign in loop started again (asking me to choose a plan). Something else odd: The HBO app asked for my TV provider. The only ATT choice was "ATT U-", which I selected. However at the HBOMax.com/tvsignin website, when I was asked to select a provider, the name was different. The name only read "ATT". Is that a clue to the problem? Thanks.

ATTHelp

Community Support

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191.9K Messages

Hey, ! We're here to look into why you're still unable to sign in and stream HBO Max. Let's meet in a Direct Message to discuss more. Please check your Direct Message Inbox which is the chat icon next to the bell icon in the upper right corner of the Forums. ^Jonye, 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

Hi there. I've tired to connect with ATT via Direct Message since yesterday. No one seems to be monitoring the line. I've sent maybe four messages via direct message, but no one is responding. How is this suppose to work exactly? Thanks.

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