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S

New Member

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3 Messages

Mon, Nov 1, 2021 1:34 PM

HBOMax was working and now it's not.

HBO Max was working over the weekend, but now it's as if I've never activated it.  BUT, when I click on activate I get this error:

"It's not you, it's us...  Hmm … looks like you signed in with a different email address. Be sure to use the one that’s linked to your HBO Max account. Not sure? Check your confirmation email."  I've only used one email so I am not sure why I'm getting this alert and I've tried on my iPhone and my computer.   This is very frustrating because I stayed on the phone with two different representatives for hours last week trying to get it set up the first time.  (My subscription started last week when we started Unlimited Elite).
ATTHelp

Community Support

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179.8K Messages

3 m ago

Hi @, let's take a closer look into getting you access to HBO Max with your Unlimited Elite account.

 

We would need a little more information from you to be of further assistance:

  • Do you have multiple AT&T services and AT&T User IDS? This may cause an error in verifying your account, as you'll need to sign in with the wireless ID associated with HBO Max. (ID USED TO CREATE).

You may want to call AT&T and ask to speak with the Digital Assistance Center. Here they will be able to ‘re-synchronize’ your my AT&T & HBO Max accounts, so that you can log into HBO Max using your my AT&T credentials.

 

We hope this information helps, and thank you for reaching out to the Community.

 

Jeff, AT&T Community Specialist

New Member

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3 Messages

3 m ago

I have wireless, Directv, and internet, but they all use the same email.  (This is what one of the reps worked on for a long time last week because he couldn’t see why it was messing up). Then it worked for a few days and now back to needs to be activated.  I’m dreading making the call because it takes forever. :(

New Member

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3 Messages

3 m ago

I found the problem.  There was a "complete registration" email from HBO Max that appeared to be junk mail.  Clicked on the link within it and all is working again.  (Hopefully it will continue to work).

ATTHelp

Community Support

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179.8K Messages

3 m ago

Thank you for reaching back to us with your HBO Max error message update @Suzonna

 

We are glad to here that acknowledgement of the HBO Max email in your junk folder helped reset your HBO Max access, we appreciate you reaching back to us with the resolution. Feel free to visit us on AT&T Community Forums in the future if you need any help, as we are always here to help!

 

Kind Regards. Thank you for reaching out to the community!

 

Rhoda, AT&T Community Specialist 

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