Find the perfect gift for the grad in your life with Graduation gifts that connects us from AT&T.

AT&T related help: Welcome back



tbd123's profile

New Member

 • 

2 Messages

Monday, August 8th, 2022 6:17 PM

HBO Max Activation Tile Missing

Got rid of my cable TV provider and I tried to login to HBO Max. My wireless "Plan Details" says HBO Max Included. Instructions say login to ATT and click on "Activate HBO Max Tile" which is nowhere to be found. When I login using ATT as my provider, it says "Your subscription cannot be verified".

Accepted Solution

Official Solution

Moderator

 • 

1.3K Messages

2 years ago

Hello Community,

Customers with a qualifying, grandfathered wireless plan can keep their free Max (HBO Max) benefit.

Reminder: Only the following plans need to select the Activate Max tile.  The other plans/speed tiers would not see an activation tile, and can simply login using their existing credentials:

  • Unlimited Plus and Unlimited Plus Enhanced - Must activate in myAT&T
  • Unlimited Choice, Unlimited Choice II, and Unlimited Enhanced - Must activate in myAT&T
  • Unlimited & More Premium - Must activate in myAT&T

Customers on the Elite plans and the 1/2/5GB broad band plans (prior to the offer sunset on 6/6/22) should see the “start streaming” tile. If you do not see that tile, we would have to troubleshoot why.

Note:  Max (HBO Max) has no longer been offered to new customers since June 6, 2022.  If you move your service or change your plan, you will no longer have Max (HBO Max) benefit.

Please let us know if this helps!

The AT&T Community Team

(edited)

New Member

 • 

1 Message

2 years ago

I have been having the exact same issue. I sign in through provider and get "cant verify your subscription" every time. ATT is acting like they have never heard of this issue before but it is clear that this is a very prevalent issue that tons of ATT customers have been dealing with. Every ATT rep I speak to says they can fix it and not to worry but it's been weeks and no resolve. ATT what are you doing about this?

Community Support

 • 

232.3K Messages

2 years ago

Hey there @no1atayeteateeishelping135, we'll be happy to help you verify your AT&T subscription!

When did you sign up for wireless service? HBO Max stopped being provided for free for new wireless customers after June 6th, so if you signed up after that date, then you'll need to pay for the service. Have you made any changes to your plan? Doing things like canceling or suspending a line can remove your HBO Max access. Also, if you have more than one account, make sure you're signing in using the account that has HBO Max access.

We recommend you double check to see if your wireless plan includes HBO Max, and follow the steps below to sign in and verify your subscription.

  1. Go to hbomax.com and select Sign in.
  2. Select SIGN IN THROUGH TV OR MOBILE PROVIDER.
  3. Choose AT&T and enter your AT&T Access ID where it says User ID, and your password.
  4. Select Sign in.
  5. Create your HBO Max profile if needed, or select your existing profile.

Please let us know if this helps.

Dylan, AT&T Community Specialist

Community Support

 • 

232.3K Messages

2 years ago

Let's look into why you're receiving the "Your subscription cannot be verified" notification when logging into HBO Max, @tbd123.

 

First, you will want to sign in to the AT&T app to verify that you are subscribed to an eligible wireless plan.

  • AT&T Unlimited Elite
  • AT&T Unlimited Plus
  • AT&T Unlimited Plus Enhanced
  • AT&T Unlimited Choice
  • AT&T Unlimited Choice II
  • AT&T Unlimited Choice Enhanced
  • AT&T Unlimited & More Premium

It's also available through our internet and video packages such as: 

Internet 1000, 2000 and 5000, PREMIER, LO MAXIMO, U400, U450/450 Latino, MAX and PLUS with HBO 

 

HBO Max stopped being offered to new customers as of June 6th of this year.

If there has been any changes to your account such as suspensions, cancellations, or downgrades then you will lose access to HBO Max. 

 

If you have multiple AT&T services and AT&T User ID's, this may cause an error in verifying your account, as you'll need to sign in with the wireless ID that is associated with HBO Max. (ID used to create the account)

 

You may want to call us directly and ask to speak with the Digital Assistance Center. Here they will be able to re-synchronize your myAT&T & HBO Max accounts, so that you can log into HBO Max using your myAT&T credentials. We've also added this resource to help with troubleshooting and signing in to HBO Max. It gives you step by step instructions to address sign in issues.

 

Please share the results with us.Thanks for reaching out to AT&T Community Forums!

Nelson, AT&T Community Specialist

 

 

 

New Member

 • 

2 Messages

2 years ago

I spoke to a supervisor yesterday who said they can no longer modify their system to give me access even though my plan clearly showed HBO Max. She said it was due to HBO Max ending in June. She offered to give me a one month $14.99 credit which doesn’t help. It would be nice if AT&T could at least give a monthly credit even for the add supported version. It looks like if you did not activate it before June, you’ll never get it. I heard Verizon has Disney+/Hulu/ESPN+ bundle. 

Community Support

 • 

232.3K Messages

2 years ago

This is not the experience that we want you to have, @tbd123

 

Please meet us in a direct message, and we can look into getting you approved for courtesy credits together. It's the chat icon next to the bell icon in the upper right corner of forums. 

 

Thanks again for reaching out to AT&T Community Forums!

Nelson, AT&T Community Specialist

Community Support

 • 

232.3K Messages

2 years ago

Hi, it's AT&T here. Now that we are in a Direct Message, there are a few steps we need to take.

New Member

 • 

2 Messages

2 years ago

I am having issues with my HBOMax. My plan say Unlimited Elite but i am not able to get into my HBO Max.

Community Support

 • 

232.3K Messages

2 years ago

We understand how important it is to be able to access your HBO Max account to keep up with all your favorite movies and shows, @MZQueenLoLo.

 

We want to help you gain access to your HBO Max account. Have you already tried the steps listed above in this thread by our previous agents? If not, let's start by:

  1. Going to hbomax.com and select Sign in.
  2. Select SIGN IN THROUGH TV OR MOBILE PROVIDER.
  3. Choose AT&T and enter your AT&T Access ID where it says User ID, and your password.
  4. Select Sign in.
  5. Create your HBO Max profile if needed, or select your existing profile.

If you are unable to sign in, please let us know what error code you are getting. We do recommend trying to log in for the first time in a browser. You may also want to clear your cache and cookies before completing the log in steps. 

 

Also, we can use some additional information.

  1. Are you using the same credentials that you use to sign in to your myAT&T account? If not, you want to be sure you are using the same log in.
  2. Do you have any other services combined with your wireless account? As said in the thread, this can cause some confusion in our system.
  3. Have you been able to access HBO Max before? This will help us determine our next steps. 

We look forward to your response so we can work together to come up with a resolution. 

 

Clarissa, AT&T Community Specialist  

New Member

 • 

1 Message

2 years ago

I am having the same problem. DirecTV confirmed that HBO Max is apart of my plan. I can watch it on my Ipad. When I try to watch on my TV and go to the HBO Max sign in, I also get “can’t verify your subscription.” I’ve spent 2 hours (that’s just tonight) on virtual chats with ATT and DirecTV with no resolution. This is completely negligent of ur customers that so many of us have this issue and you can’t competently resolve it. 

Not finding what you're looking for?
New to AT&T Community?
New to the AT&T Community? Start by visiting the Community How-To.
New to the AT&T Community?
Visit the Community How-To.