chelseaellis's profile

New Member

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4 Messages

Thursday, July 13th, 2023 6:20 PM

Can’t verify subscription Max

I haven’t been able to sign in with Max. My AT&T plan covers it. I don’t have SSO enabled. I’ve tried multiple devices. It states “can’t verify subscription”

Community Support

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229.8K Messages

8 months ago

Let's get you sign in to Max, chelseaellis.

 

Receiving the ''can't verify subscription'' error message can mean that you didn’t activate your Max benefit yet with a qualifying AT&T service. It can also mean that you're using the incorrect AT&T user ID, from an account that doesn’t include the qualifying AT&T service, with HBO Max.

 

Learn how to reset you AT&T password which can help troubleshoot your HBO Max sign in concern. We also recommend logging out completely from the HBO Max app and logging back in with the Sign in with a Provider option. 

 

If the reason listed does not apply to you, you can reach out to the Max help center for further assistance. 

 

Let us know how it goes.

 

Marilyn, AT&T Community Specialist

New Member

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3 Messages

8 months ago

I'm having the same issue. AT&T please help me. 

Community Support

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229.8K Messages

8 months ago

Hey @Gilby, we're here to help you gain access to Max. 

Like Marilyn mentioned above, the "Can't Verify your Subscription" error typically occurs when the Max subscription hasn't been activated, or the wrong sign-in information is used. For these reasons, we have a few questions we'd like to ask to clear this up:

  • What AT&T service and plan do you have Max through? This will help us double-check your Max eligibility, and help clarify which account you should use to sign in to Max. 
  • Have you been able to sign in to Max before? If you haven't used your Max subscription yet, try following these steps to gain access:
    1. Go to their myAT&T account overview via the web. 
    2. Look for the Activate Max or Start Watching tile.
    3. Click Activate if it appears.
    4. Download Max app from the app store.
    5. Open the Max app and select the Person icon.
    6. Select Sign In, then Sign in with a Provider.
    7. 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 Max benefit. 

Please keep us updated on if this helps, so we can continue to look into this together further within a DM. 


Dylan, AT&T Community Specialist

New Member

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3 Messages

8 months ago

@ATTHelp 

it was activated in the past when it was still HBO max. I paused my phone number/plan(with HBO) while I went on deployment (kept my wifes active, but her plan doesnt have HBO max on it). I unpaused my line now that I'm back and when trying to sign into MAX on a computer, it gives me that message.

I have wireless service and the Unlimited Elite Plan.

I have been able to sign into HBO Max in the past, never on this new MAX yet.

I do not see an Activate MAX or Start Watching tile.

I have reset my AT&T password and tried again with no luck.

New Member

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4 Messages

8 months ago

I have been having the same exact issue. I have the unlimited premium plan. 

Community Support

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229.8K Messages

8 months ago

Hello Gilby, thank you for that additional information. We're here to help you get connected to Max.

 

Some plans require you to activate Max in your myAT&T account. In addition, if you change plans, you’ll lose your Max benefit and won’t be able to get back on a plan that includes the Max benefit.

 

Try going to Max.com/provider to get signed in:

 

1. Choose connect to your provider.

2. Select AT&T

3. Enter AT&T User ID and Password

 

Let us know if this helps. Reach back out to us if you have any other questions.

 

Jeff, AT&T Community Specialist

New Member

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4 Messages

8 months ago

@ATTHelp 

i’ve tried these steps and it hasn’t been successful. Also, I can’t see the activate Max

Community Support

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229.8K Messages

8 months ago

Hello chelseaellis, we're here to help with signing in to Max..

 

Let's meet in a Direct message to review your account. 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 soon.

 

Thank you for visiting AT&T Community Forums!

 

Carlton, AT&T Community Specialist

New Member

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3 Messages

8 months ago

@ATTHelp 

you have not been helpful. please DM me

Community Support

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229.8K Messages

8 months ago

We understand your frustration with not being able to connect to Max, Gilby.

 

This is not the experience we want you to have, and we want to step in to help. Let's meet in a Direct Message on this together, so we perform some further troubleshooting on our end, submit a tech escalation and work towards a solid resolution. 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 that's done, we can continue the interaction over the phone or through direct messages, whichever works best for you.

We look forward to resolving your issue. Thanks for reaching out to AT&T Community Forums!

Nelson, AT&T Community Specialist

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