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Savageau98's profile

1 Message

Sunday, January 28th, 2024 3:25 PM

Got kicked out of Max while watching

Last time I was watching a show and next thing I know Max was asking me to resubscribe. I tried relogging through provider, logging in on my own account but both I was not able to get access to max and telling me they can’t verify my subscription. Ive never had this issue and I believe I’ve had max for over a year now. How can I resolve this issue? 

Community Support

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231.4K Messages

3 months ago

Hi @Savageau98, thank you for reaching out to us. We understand your concern here.

 

The Community Forums are a public support option where other users, and AT&T, will try and assist with high level support needs.   This means we won’t be able to look into account specific concerns.  To get the help you need for your unique issue, please review our Contact Us page, and choose the best option to reach out to us.  You can call, chat, or reach out via social media and we can review your specific issue and provide you support.  If you feel your issue isn’t account specific, and can be answered generally, please let us know and we’ll be happy to help.

 

 

Thank you

Rosy B

AT&T Community Forums Specialist

ACE - Expert

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24.2K Messages

3 months ago

@Savageau98  Were you watching a 4k HDR program?

Contact Max Support at 855-442-6629, or go to Max.com, sign in with your AT&T login on a laptop, phone or tablet first,  and then create a Max username and password. You can then use that username and password to sign in on your television or other devices by “sign in” instead of signing in with the provider. That has worked for some but not all.

 

AT&T spun off HBO Max (now called Max) over a year ago. It is now owned by WBD (Warner Brothers/Discovery) making its own decisions as to who has access or not. The migration of legacy AT&T accounts to Max did not go well and has been fraught with many problems. Some customers were able to get their AT&T logins merged to Max but their service was downgraded to Ad-free, two concurrent devices, full HD only. If you want 4k HDR/Atmos (Ultimate Tier) you need to subscribe directly to Max and pay for it. Your original TOS stated that "terms were subject to change", and being as AT&T no longer controls Max, that certainly qualifies as a change. Also, any changes you made to your plan after activating your "HBO Max for Life" promo also affected that promo. Max (WBD) is in control now so it's up to them as to who gets free access to their full HD tier or not. You can try to contact AT&T Support and see if they can sync your account info to Max but it's hit and miss.

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