kjk676767's profile

New Member

 • 

11 Messages

Friday, June 2nd, 2023 8:24 PM

Closed

Max Can't Verify Subscription

I am trying to use my ATT benefit with Max to access HBO and other streaming services. I keep getting the message "can't verify subscription". This has been a problem for months. It's most annoying now as ATT texted me today touting that I have access to Max through my account, but it still doesn't work. Help requests seem to go ignored. Anyone from ATT listening and can help??? 

This conversation has been merged. Please refer the main conversation:

Why can’t I log into HBO max with my ATT sign in info when it’s included with my wireless plan?

Community Support

 • 

231.2K Messages

11 months ago

That's not the experience we wanted you have after the switch to Max, @kjk676767. Let's look into this together.

 

This error can be caused by a few factors, so we'd like to troubleshoot this error together. To start, please answer a few questions for us:

  • What wireless and/or internet plan do you have? Max is only available with certain grandfathered plans. If you've recently changed your plan, or signed up for service, then you may not be eligible.
  • Have you activated your Max benefit? While you may be eligible, this perk isn't active immediately. You'll need to sign into your AT&T account and look for a tile that says "Activate Max" or "Start Watching" to activate this subscription. 

Keep us updated on if this helps, we want to help you stream using Max through AT&T.

 

Dylan, AT&T Community Specialist

New Member

 • 

10 Messages

11 months ago

Having the same issue and finding out other in the forum are having the same issue. I contacted support and they don't seem to know anything about it. AT&T should just admit there's an issue instead of wasting everyone's time trying to fix something that's clearly broken on their end. 

New Member

 • 

11 Messages

10 months ago

Dylan at ATT... It's still not working. To your questions, I do have an eligible plan, based on the list you reference above, plus ATT texting me saying I am eligible. In terms of activation, I combed through the website and there is no tile to activate. What's the next step to resolve? Thanks

Community Support

 • 

231.2K Messages

10 months ago

Hello PhoningItIn, we're here to help with your MAX sign in/

 

Let's meet in a Direct Message so that we can review your account. Please check you Direct Message inbox (it's the chat icon next to the bell icon in the upper right corner of the Forums).


Looking forward to speaking you!


Carlton, AT&T Community Specialist 

 

New Member

 • 

11 Messages

10 months ago

Can I get some DM help? I'm the one who started the post!

New Member

 • 

13 Messages

10 months ago

Was anyone ever able to get this figured out? I have the same issue - signed up with the fiber 1000 internet before the cut-off date and spent a few months happily watching HBO with no issues until it randomly stopped working in September 2022. I have no mysterious HBO Max Tile on my account (never have) and no one at AT&T is able to help. It's been nearly a YEAR since I was able to watch HBO. What is the point of offering a service when you keep refusing to admit it is not working?

New Member

 • 

11 Messages

10 months ago

I was able to get some help from ATT with a successful outcome. The system does seem fragile, and the stock instructions didn't work for me nor did I have the mystery tile to activate. They had to escalate on their end to someone who was able to provision my activation on their backend. Once they did that, I was able to recreate my account and it's now working. Thanks to ATT for solving, even if the initial experience clearly needs work. 

New Member

 • 

2 Messages

10 months ago

Having this same problem, please help. I do not see how to DM through forums, please advise.

Community Support

 • 

231.2K Messages

10 months ago

Hello, kre1221,we're here to address you not being able to verify your Max subscription. 

 

This is not the experience we want you to have, and we want to step in to help. Let's meet in a Direct Message on this together, so we check if your wireless plan qualifies for the Max service, perform some troubleshooting on our end, submit an escalation and work towards a solid resolution. Please check your Direct Message inbox (it's the chat icon next to the bell icon in the upper right corner of the Forums). Once that's done, we can continue the interaction over the phone or through Direct Message, whichever you prefer.

We look forward to hearing back from you. Thanks for reaching out to AT&T Community Forums!

Nelson, AT&T Community Specialist

New Member

 • 

2 Messages

10 months ago

I'm having this same issue and keep getting the run around from AT&T AND Max! Can someone please help me?

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.