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New Member

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2 Messages

Wednesday, May 27th, 2020 8:53 PM

HBO MAX can't verify my subscription

Hi, I received an email from AT&T stating I am eligible for an HBO Max subscription at no extra charge due to having at AT&T Unlimited Plus wireless plan however when I try logging in to the HBO Max app it's telling me that it can't verify my subscription? Can you help please? Thank you

ATTHelp

Community Support

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215.2K Messages

2 years ago

We're glad to hear everything is working for you now, @KDGM!

 

If you do have further concerns in the future, don't hesitate to reach out to us. We'll do our best to help!

 

Thank you for being a valuable member of our AT&T Community, and have a wonderful day!

 

Donovan, AT&T Community Specialist

New Member

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2 Messages

2 years ago

PROBLEM SOLVED in 45 minutes, this should take you less time!!  I had this same issue with HBO Max not able to verify my subscription. Called ATT help and after and hour, guy said he would escalate and I would get a call back in a few days. Called HBO and they couldn't help and would email me back. Decided to get on chat w/ ATT today to see if I could get it resolved and finally did. Here are the steps to take to get this done. 

1. They(ATT) have to manually add HBO Max to your account. Doesn't matter if you have the tile on your account summary page saying you have it, you don't yet.

2. Do the chat help

3. Ask for streaming service help. Even if you don't have ATT TV or Direct TV. All we have is wireless and internet. 

4. Ask for a human, that auto helper is useless with this.

5. Advise the human that your account qualifies for HBOMax free and you need it added to the account. (Make sure your account does qualify, there are links)

6. Stay with human until you are able to log in. Once Scarlett(my chat helper) added it to the ATT account, I went through the long in steps, through provider, ATT log in credentials, it took me to a create account page on HBOMax and was able to sync up. Then was able to log in on phone, pc and Roku.

I hope this helps some of you out there!

New Member

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2 Messages

2 years ago

This must be a glitch in their system when logging in between two devices. I just got it working now after a few mins of logging in and out, and verifying email addresses in the HBO Max site.

Here’s what worked for me:

  • When my new iPhone 12 plan got activated in Nov, I saw the HBO Max alert in my AT&T mobile app portal. I clicked the link, and it prompted me to download the HBO Max app. I went through the login process using the AT&T mobile provider login option but opted to use my husband’s login since he’s the primary TV watcher in the house. HBO Max was working fine on my phone for 2 months.
  • Today, I tried to install HBO Max in my new iPad Air. When I tried to login with my husband’s AT&T login in the iPad, it gave me an error that my subscription could not be verified, even though I could see on my iPhone 12 that it was logged in and I can play full movies.
  • I logged out off the iPad and my phone, thinking that I had to log in again using my own AT&T account (since it was my phone that got upgraded) to make it work on multiple devices.
  • When I logged in with my own email handle, it still said subscription could not be verified.
  • I wait a few mins. Researched on the AT&T FAQ and forum to see if there’s an easy fix. Tried to find the Customer Support chat, but no luck.
  • I try to log in again on the iPhone HBO Max using my AT&T login, and this time it works! It’s now on both devices. 
  • I didn’t do anything special the final time around that I hadn’t tried the first few times.
  • My guess is that there was a delay and lag for HBO Max to finally recognize my login as a valid subscription, logging into a new device. This must be a bug.

Hope this helps!

New Member

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1 Message

2 years ago

I was a grandfathered account so technically signed up before May 2020. They recently tried to do a downgrade and re-upgrade to trigger the system but that didn’t work either. I’ve tried everything for 2 weeks now between chats and phone calls for hours! I just want to watch HBOMax, that comes with my plan. Please help!

New Member

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7 Messages

2 years ago

877 285-0146

According to the rep, this is the direct phone # for the department that “resynchronized” my HBO Max and AT&T accounts. I talked on the phone and chatted with AT&T/HBO Max reps for moooonthhhhhhhsssss trying to get this resolved. This agent did it in f*^king 2 minutes. 

perryking

Teacher

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21 Messages

2 years ago

OK  that sounds good !~  So then :  What is the direct phone number to the department that you called ?

TNX

IOk I see it now. was at the top so I did no notice it.

So the number is:  877-285-0146 !  do you know the NAME of the department ?  Does it go to HBO IMAX) or to AT&T ? ) 

(edited)

New Member

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7 Messages

2 years ago

The phone number is the first thing I included in the post. 

New Member

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7 Messages

2 years ago

I don’t remember what they called the department but it is AT&T.

jjfort

New Member

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34 Messages

2 years ago

They did the same for me as whoami24, but now after a few months, it told me my subscription expired. I called AT&T and they said HBO MAX was only for a year with the Unlimited Elite plan, which is a lie. This is really crazy. 

New Member

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6 Messages

2 years ago

I spent my whole day trying to contact the team but to no avail, at last, I stopped after getting frustrated, I doubt they really provide the service for which we pay them.

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