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New Member

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2 Messages

Wednesday, May 27th, 2020 8:53 PM

Closed

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

Teacher

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21 Messages

3 years ago

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Teacher

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21 Messages

3 years ago

Hi. I had the same problem HBOMAX .  Then I signed in selecting my provider as Directv AS MY PROVIDER ( even thought I was not subscribing to HBO ON DIRECTV.  BUT I AM Directv subscriber).  and then I used my Att account user Id and password. And I was then signed into HBOMAX, and later  on to MAX other multiple deviceS ALSO.  

so try that.

 If it does not work call ATT and tell them your canceling your cell service if you don’t get your HBO MAX fixed. ( maybe even ask for a refund and see how they handle that). Also  try to call at the right time of day so you get a usa rep vrs Philippines.  Also there used to be AN ATT  HBO MAX team that specialized in MAX problems.  See if you can get connected to that team.  But last time I talked to them,  6 months ago they said they were baffled and did not know how to help me and that they were having the same problem connecting to the HBO MAX as a free Att amenity themselves. They said they would call me , even promised, when they figured it out.  They never called me.  But like I said I finally connected as I described above.  

Teacher

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21 Messages

3 years ago

And hey Att help!  The original poster never asked about an HBO MAX trial subscription so why stick up a generic responce taking about a Trail subscription in his case.  That only confuses the issue.  

Teacher

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21 Messages

3 years ago

KDGM.  YOU are selecting ATT as your provider when you sign in correct.  

Also I remember I had the same problem after I switched to the elite plan -also after many years as att cell customer. -  i was able to sign in to HBO MAX for a few days and then I could not.  Same error msg.  “Att could not verify my account”.  Now 6 months later that same problem still exist for  other users.   ???? why? 

all I can say is I resolved my problem by selecting Directv as my provider when signing into HBO MAX and it worked.  And l was  not a HBO subscriber on Direct TV at the time. I am however a Directv subscriber and then now, out of the Blue,I have HBO MAC WORKING, and later I noticed that I now had  5 channels of regular HBO ON MY DIRECTV system also. And I’m not paying extra there for it either!  Just FYI !  PERRY. 

(edited)

New Member

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7 Messages

3 years ago

Perryking thank you for responding. Yes I am using ATT as the provider when signing in. As I said above, this did work for about 6 weeks until it just kicked me out of all my devices.  Just also tried DIRECT tv, but that gives me 201 error, probably because I don’t have direct tv. 

I don’t know why ATT responds to people on this thread and others with a trial promo or instructions to Unlimited Plus when others have clearly said they have HBO through some other plan. The HBO customer service was much more helpful, they could see that the ATT link to authenticate the subscription was expired. But I understand they can’t do anything about it. I’ll probably call again a handful of times until I get someone you actually knows what they’re doing. The techs in the Philippines have virtually no control on anything. 

New Member

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7 Messages

3 years ago

I wanted provide an update to whomever comes across this thread. ATT finally fixed it for me.  I essentially had to keep calling until I found a customer service rep who wouldn’t give up on helping me. They got like three other reps on the phone until one said they’d personally escalate it to a tech who could actually fix the issue. She was reading all the internal service bulletins trying to help, I will give her credit for tenacity.  I tried logging in the next day and it suddenly worked. 

To summarize, I only have an Unlimited Elite wireless account which qualifies me for HBO Max. I signed up October 2020, not before May or whatever date it was that was giving others issues. No other ATT accounts. I tried the ATT tv Now trick. I tried the text to 2884 trick, changed my user ID and password multiple times. Linked every email and phone number I could think of.  One tech said he could see that my wireless account was still showing an old wireless plan, which is why I got the Can’t Verify Subscription message, but that had to be fixed by some higher level tech.  Tried live chat with like three levels of manager. So, just keep being the squeaky wheel until someone who actually cares makes it happen.  

New Member

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5 Messages

3 years ago

What an incredibly (Edited per community guidelines)ty customer experience. Well, that's what we get for not regulating the market and allowing only two big oligopolies exist. Well played AT&T.

(edited)

New Member

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7 Messages

3 years ago

Well crap. It stopped working again. Back to calling over and over until someone fixes it. This time I’m asking for bill credits. What a royal pain.

Community Support

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229.8K Messages

3 years ago

We're here to help, @KDGM.

 

 

What happens when you try to log in? Are you getting the same error message?

 

 

Let us know more so we can better assist you.

 

 

Elmi, AT&T Community Specialist.

New Member

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7 Messages

3 years ago

To update again. I called a couple more times earlier in the morning to get someone from US. I was transferred around but eventually was told to try live chatting someone on the ATT Watch TV FAQ page. The live chat link was down at the bottom of the webpage. So I did, and surprisingly got someone immediately. About after 15 minutes of chatting, they fixed everything by adding HBO to my account somehow.  This is something everybody else seemed to have no idea how to do.  Even on my Account Summary page, I can see all the HBO Max banners and account details that was never there before. The customer service person who referred me over to the chat actually called back to make sure it had worked out. So knock on wood that it stays fixed. We’ll see. 

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