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KennyB73's profile

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Monday, July 10th, 2023 10:14 PM

"Can't verify subscription" error when trying to sign into Max

Max is included with my wireless plan, and it says so in my profile info and plan details on my AT&T accounts page. Whenever I try to sign in/connect provider, I continually get the same error message: "Can't verify subscription." I have not changed my wireless plan and I have always had access to the service previously known as HBOGO, HBOMax, and now just Max, until the last few days. I previously had a subscription to DirecTV stream which I cancelled. Calls to customer support to both AT&T and HBO have proven fruitless at this point. 

In addition to contacting customer support over the telephone, I have:

Cleared my browser cache

Uninstalled/reinstalled the Max app on my Roku device

Signed into AT& as well as in a separate browser

Reset account password, twice

And yet, NOTHING has resolved the issue

Additionally, I am finding, as I'm sure many customers with the same problem have found, that this is a known error (according to the AT&T phone support representative) and that there appears to be a multitude of other customers experiencing the same issue and have found no solution or relief from anyone associated with AT&T or HBO/Max. It seems to me that this is something that should be addressed by one provider or the other, if not both. 

Maybe someone can provide some help?

Community Support


225.7K Messages

5 months ago

Hello, @KennyB73.  This is not the experience we want you to have, and we're here to help.
As you've already tried many of the basic troubleshooting steps, we'll need to meet in a Direct Message. Please check your Direct Message inbox (it's the chat icon next to the bell icon in the upper right corner of the Forums). Once you're there, we can continue this over the phone or in chat if you'd prefer.

We look forward to hearing from you.

Goodacre, AT&T Community Specialist
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