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amourcher's profile

New Member

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4 Messages

Sat, Aug 20, 2022 1:13 AM

HBOMax cannot verify subscription even though it is part of my phone plan

I came back from traveling in June to find that my HBOMax had been signed out and it would not let me sign back in.  Since then, I've had 2 chat sessions with AT&T support where they have both put in a case for my situation to be followed up in 48-72 hours and received nothing.  

  • I have HBOMax through my phone plan.  
  • I have changed my username and password for the AT&T account (per instructions from the second chat session).
  • I have cleared my cache and cookies from web browsers.
  • I have signed into my HBOMax account and deleted all devices it was signed into.

All support forum messages I have seen have said the same things I have read for troubleshooting on the website and I have done all of these things.  Not sure what else needs to be done or even who to call for help anymore.

It's been over 2 months of frustration. Any help would be amazing!

ATTHelp

Community Support

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204K Messages

4 months ago

Hello there @amourcher, we're here to look into why you're still unable to 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.

 

In the meantime, we understand that you have exhausted all your troubleshooting options from the past articles. 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 look forward to assisting you soon.

 

Ashley, AT&T Community Specialist 

alsimon1

New Member

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12 Messages

4 months ago

Same here!!!Called ATT lots of times and they can not figure out what is wrong!!

ATTHelp

Community Support

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204K Messages

4 months ago

Hi , we want to help you stream your HBO Max again!

 

Let us know if you have already attempted the troubleshooting steps provided by the previous agent. Also, let us know what plan you currently have to better assist you. We recommend:

  1. Setting up your HBO Max on your account.

    Go to your myAT&T account overview via the web (not on myAT&T app).  Look for the Activate HBO Max or Start Watching till.

    • Click Activate if it appears.
    • Download HBO Max app from the app store.
    • Open HBO Max app and select the Person icon.
    • Select Sign In, then Sign in with a Provider.
    • Select AT&T and enter the AT&T User ID and Password.
      • Confirm the log-in used is the User ID and Password associated with HBO Max benefit): 
    • Start Streaming!
  2. Reset your AT&T Password to ensure you are using the correct User ID and password associated with your qualifying AT&T service.

Let us know if this helped or if you need additional help! Thank you for visiting the AT&T Community Forums!

 

Rhoda, AT&T Community Specialist

alsimon1

New Member

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12 Messages

4 months ago

Yes I have tried all this and nothing.. Last suggestion from ATT was to contact your Digital team, which was useless

New Member

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4 Messages

4 months ago

@alsimon1 , I'm sorry you're having trouble, too!  I started direct messaging with their help yesterday.  They started helping, then disappeared while helping someone else, then came back and said they couldn't get into my account and were getting help.  That was 25 hours ago and nothing since... I've tried all of the troubleshooting tips, too, to no avail. 

ATTHelp

Community Support

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204K Messages

4 months ago

Hello alsimon1, we're here to help you with HBOMax.

We understand the impact of not being able to stream HBOMax. Let's meet in a Direct message to discuss your HBOMax now working. Please check you Direct Message inbox (it's the chat icon next to the bell icon in the upper right corner of the forums)

Looking forward to speaking with you!

Carlton, AT&T Community Specialist
alsimon1

New Member

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12 Messages

3 months ago

Hi what is the status of ticket number is: 000000312735621

New Member

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4 Messages

3 months ago

After private chatting, AT&T support kept me in a repeat loop of no help.  They started a ticket last Sunday and said I would hear back within 72 hours.  It's now been 6 days and no response and no HBO Max....and they closed our direct message communication.  

(edited)

ATTHelp

Community Support

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204K Messages

3 months ago

Hey there @amourcher, we understand how important it is to be able to access your HBO Max account. 

 

Before we get started, let's meet in a Direct Message, so we can take a closer look at the case that was made. You will find a chat icon in the upper right corner. Our next message will appear there. 

 

In the meantime, gather your account information and have it ready for our Direct Message. Do not post any personal information here. 

 

Thank you for reaching out to AT&T Community Forums. We look forward to chatting soon. 

 

Clarissa, AT&T Community Specialist 

New Member

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4 Messages

3 months ago

I've now had 4 trouble tickets placed for this issue and the latest was supposed to be resolved in 72 hours.  That was 6 days ago... The chats keep getting closed while I wait for the trouble ticket to be resolved and then I have to post again.  I receive no follow up emails and I still cannot login into HBO. 

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