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Cezaric's profile

2 Messages

Monday, January 15th, 2024 2:21 AM

Max App

I'm no longer able to sign into the MAX App with my AT&T credentials. I chatted with MAX support and they advised me to reach out to my provider for help. When I sign in with AT&T as my provider it now says "Can't Verify Subscription". I have MAX free included in my mobile plan, but have not been able to sign in for about a month now.

ACE - Expert

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24.8K Messages

5 months ago

@Cezaric

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 call AT&T Support and see if they can sync your account info to Max but it's hit and miss.

Community Support

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232.8K Messages

5 months ago

Hey @Cezaric, we understand that you're having trouble signig in to HBO Max and, this is definitely not the experience we want our customers to have.

Let's get the help you need to log in to HBO Max,

 

Here are few steps that you can follow:

 

  • Sign out of your HBO Max and reinstall the app to ensure you have the latest app version,
  • Sign into your AT&T account and set up HBO Max again when prompted to.
  • Look for 'Activate HBO Max' tile, to activate it before signing in.
  • Reset your AT&T password and make sure you log into HBO Max using the correct User ID and password.
  • Sign into HBO Max using the web browser.(Clear your cache & cookies)
  • Try switching browsers to reset your online access.

Hope this information helps!

Nina, AT&T Community Specialist

 

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