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KDPlummer's profile

4 Messages

Sunday, October 29th, 2023 2:35 PM

HBO Max Still not working

On October 4th I posted here

https://forums.att.com/conversations/max-login-installation/hbo-max-not-working/651cf576727f6c69fa4278df

I was asked to continue in DMs and we went in circles pretty much until I was passed off to HBO Max support on October 24th. HBO Max support has now passed me back off to you guys and I still do not have my included MAX subscription working..... The DM window was closed by you guys and said to make a new post if I still needed help so here I am

Community Support

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232.8K Messages

8 months ago

We understand how it makes you feel @KDPlummer. We want to make up for it, and let's get the help you need.

 

So, we recommend that you contact HBO MAX support at 855.942.6669 (10:00 to 23:00 on weekdays, and from 12:00 to 18:00 on weekends), or email at support@hbomax.com for further assistance.

 

Let us know how it goes.

 

ChrisM, AT&T Community Forums Specialist.

4 Messages

8 months ago

I contacted HBO Max like you guys said already in a DM and this is their response

Unfortunately, this is a subscription side error message and by its very nature could only be caused by something on AT&T's side. I understand this may not be the news you wished to hear but we will be unable to assist with this particular issue. I would advise contacting your provider and explaining to them that we have determined that the error is coming from their side and request their assistance with fixing it. If they are unable to assist you I would advise requesting to speak to a supervisor on their team and explaining this to them. 

Community Support

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232.8K Messages

8 months ago

Hello @KDPlummer,
Thanks for reaching out to us! Let's make up for the invested time and get the help you need!

 

We suggest that you try these steps, as they help you with being able to log into the app.

  • Make sure that your username and password are correct by going to AT&T's Direct Login page and signing in.
  • Find the HBO Max tile on the service list and click "Getting Started" or "Continue Streaming."
  • This will cause the HBO Max page to open, and you will want to click "Sign in" in the upper right corner of the screen.
  • Select "Sign in with a Provider." and choose AT&T from the list of available providers.
  • You will either be rerouted back to the login for AT&T to verify your credentials or it will process through, and you'll now be logged in.

If all of that is successful, then we can work on the steps below. 

  1. Sign out of your HBO Max and reinstall the app to ensure that you have the latest app version.
  2. Sign into your AT&T account and set up HBO Max again when prompted to. Look for 'Activate HBO Max' tile, to activate HBO Max before signing in.  
  3. Reset your AT&T Password and ensure that you log into HBO Max using the correct user ID and password associated with your qualified wireless account.
  4. Sign into HBO Max using the web browser, clear your cookies & cache and try switching browsers to reset your online access.

    We recommend you to check this link here if you can't Sign in to HBOMAX.

    We hope this information is helpful and thanks for reaching out to AT&T Community Forums!
    Leon, AT&T Community Forum Specialist

4 Messages

8 months ago

OMG, we have been through this already. My login is fine, I have no problems getting on to my ATT account. There is NO TILE TO CLICK. When I first got the service with you guys a long time ago I activated HBO Max no problem. I stopped using it for an extended period of time. Now I just get the we can not verify your subscription error. I have shown you guys images of my account that has no tile. I have gone through these steps multiple times with you guys. You finally passed me off to HBO Max saying that they may be blocking my sign in for some unknown reason. While I was going through it with HBO Max you guys shut off the DM I was in with you and HBO Max says its you guys. I keep getting told the same thing over and over by you guys. FIX IT!

ACE - Expert

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32.5K Messages

8 months ago

@KDPlummer 

At this point ATTHelp and HBO Max's support cannot fix the problem (since they each keep referring you back to the other or going through the same troubleshooting steps). A BBB complaint may be needed at this point to escalate it to corporate who 'might' be able to figure this out.

Community Support

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232.8K Messages

8 months ago

Hello @KDPlummer,

 

Thank you for trying all the troubleshooting steps provided, we appreciate the effort you've put into this! We understand that you're unable to log in to HBO Max, and getting error as 'can't verify subscription'. We're happy to guide you.

 

We apologize this is taking longer than usual to fix it. However, we recommend that you reach out to our technical support team. You can reach them at 800.288.2020, they are available Mon to Fri - 7 am to 9 pm CT and on Sat 8 am to 9 pm CT.

For further assistance we are here to assist you, please let us know how it goes with our technical support team.

 

Thank you for contacting AT&T Community Forum.

Nate, AT&T Community Forum Specialist.

Tutor

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16 Messages

8 months ago

Same problem !

2 Messages

6 months ago

SAME PROBLEM HERE AS WELL, and I have spent hours back and forth between HBO and ATT, each saying the other is responsible. And interesting to see about the "tile", same here, NO TILE TO CLICK. And yet ATT has verified time and again that I have HBO, I did not change my plan, etc.

Any luck with calling that "tech support team phone number 800.288.2020, they are available Mon to Fri - 7 am to 9 pm CT and on Sat 8 am to 9 pm CT."?

This is insane, never had a problem before with accessing HBO with my ATT provider. I am a longtime customer, not a new customer, this NEEDS TO BE RESOLVED!

2 Messages

6 months ago

p.s. I also tried deleting Safari website cache, disabling content blockers, enabling pop-up windows, etc in Safari preferences, and of course, re-booting and reinstalling HBO software on various devices.

ACE - Expert

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24.8K Messages

6 months ago

The migration of AT&T legacy (HBO Max) accounts to the new Max company obviously has not gone well. It's an IT thing which doesn't help anybody. Some customers have been able to log back in to Max with their AT&T creds (HD only tier) but that is only temporary until AT&T/Max figure out how to give the AT&T customers their own Max login in creds without having to subscribe directly to Max, and still retain their free, Ad-free, 2 device, full HD only tier thru their AT&T plan. My guess is that not much will or can be done until after the holidays.

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