HBO Max cannot log into new device

Hi

I have had HBO max as part of the offering from AT&at wireless. A call to AT&T wireless yesterday they said my plan still comes with HBO max

my plan :

AT&T Unlimited & More(SM)

Premium Multi line

My issue.  i cannot log

into a new device.  i try log into in as Tv provider and select At&t.  i’ve done this before many times       when i try it when you’d expect it to log in , it brings me back to a page to create an account and i already have an account.  also i believe i’m using the correct user id

odd is my TV and cell are still logged in and working fine so i don’t want to log out and risk

not being able to log back in

any thoughts?  maybe related to recent Warner bros separated from At&t although At&t says i

still have Hbo max

thanks

Ted

Hello, @traitt! We are here to help you sign in to HBO Max on your new device.

To sign in and stream HBO Max on a phone or tablet:

• Download and open the HBO Max app. Then tap the person icon.
• Tap Sign In and then tap Sign in through TV or mobile provider.
• Choose AT&T and then enter the AT&T user ID and password.
• Select Sign in. You should see HBO Max load on your device screen. 
• Choose your watcher's profile to start streaming.

To sign in and stream HBO Max on a TV or compatible streaming device:

• Download and open the HBO Max app.
• Select Sign In. You should see a six digit code on your screen.
• Go to hbomax.com/tvsignin from a web browser.
• Enter the six digit code when prompted, and then select Next.
• Go to the app and choose Sign in through TV or mobile provider.
• Choose AT&T and then enter the AT&T user ID and password.
• Select Sign in. You should see HBO Max load on your device screen.
• Choose your profile to start streaming.

Please let us know if you have any additional questions.

Thank you for reaching out to the AT&T Community Forums!

Rachel, AT&T Community Specialist

Hi 

So HBO Max is still logged into one phone and the TV from some time ago

trying to sign in via another

phone and a laptop 

the laptop I click login then Sign in through TV or mobile provider.  i click at&t and use my at&t credentials id use to check my bill etc 

But then it doesn’t log in as expected as you noted. i know or should work but it doesn’t 

it brings me to a screen says 

Welcome to HBO Max

Enter your personal information to

create your HBO Max account 

This doesn’t make sense as i already have an account.  I don’t want to try to create an account when my account works on a tv and one phone.  I don’t want to take a

chance that stops working 

ideas ?

 thanks 

Ted 

So some additional info 

Three iphones which were already signed in to

HBO Max for some time still work as long as we don’t log out 

A 4th iphone just installed HBO

max cannot log in along with a Surface laptop and an Xbox cannot log in,

not sure if the Xbox had been logged in before 

so the 4th phone, surface and xbox have the exact issue as I last described after clicking sign in with tv provider and then it promps me

to create a new account 

could the issue be 4 devices have a successful login and more cannot log in ? we are not trying to use more than one device at the same time 

thanks 

Ted 

Hello @traitt, you can sign in to HBO Max on different devices, but the number of simultaneous streams is limited for security reasons.

We recommend you review this article on streaming on too many devices and follow the sign in steps provided.

We hope this helps!

Mellira, AT&T Community Specialist

Hello AT&T 

well so that does not solve my issue 

it only tells me that’s not my issue 

yes 4 devices are logged in

although we don’t stream more than 1 device

at a time.  i cannot log into any other devices is the issue if you review my comments 

help

thanks

Ted

We understand your frustration with not being able to log into your HBO Max account, @traitt. 

Please try using this resource to troubleshoot and fix your log-in issue. 

Just simply click View All on both the Streaming section and Signing In section, and you will be presented with some helpful tips.

Secondly, you can use our HBO Max Sign resource.

• What error messages you are getting when you try to sign in? This will help us determine why you aren't able to. 
• What devices are you using? Have you tried clearing your cache and cookies on your device to refresh everything? We want to make sure that your previous log in is not saved.
• What type of TV is your HBO Max connected to? This will help pinpoint if this is only happening to a specific model.

In the meantime, you can use these forums thread for more troubleshooting help.

Please meet us in a direct message, so we can continue to resolve this with continued support.

It’s the chat icon next to the bell icon in the upper right corner of the Forums

Thanks again for reaching out to AT&T Community Forums.

Nelson, AT&T Community Specialist

Hello

Providing answers to your questions 

The 4 devices which already are logged 

into HBO Max (which I don’t want log out as

possibly I may not be able to log back in

)

logged in 4 devices:

Two Iphone 10 with HBO max app,

iphone 6s plus with HBO max app

LG Smart TV with HBO max app

Unable to log in with Iphone 12 pro max with HBO map.  unable to log in using browser chrome with Microsoft Surface using windows 10.   unable to log in to xbox one with HBO max app this xbox connects to the same LG smart tv which has the HBO max app and can log into HBO max

my issue.  no error message. i try to log in

as follows 

Sign in through TV or mobile provider.  i click at&t and use my at&t credentials id use to check my bill etc 

But then it doesn’t log in as expected as you noted. i know or should work but it doesn’t 

it brings me to a screen says 

Welcome to HBO Max

Enter your personal information to

create your HBO Max account 

as you see i have 4 devices which are looking logged in , i already have an account. so doesn’t make sense it’s prompting me to create an account 

thanks

Ted 

Let's get you logged into HBO Max! @traitt. 

Have you used the troubleshooting resources that were provided? This will determine the next steps we'll need to take to resolve this. 

If you are still having issues signing into HBO Max, you might need to create a new HBO Max account using new credentials to log in.

From a web browser

1. Go to hbomax.com, then select SIGN IN.
2. Select SIGN IN THROUGH TV OR MOBILE PROVIDER.
3. Choose AT&T.
4. Enter the AT&T user ID and password for your wireless account that includes HBO Max. 
5. Select Sign in.
6. If it’s your first time signing in, create your HBO Max profile. It may take up to 1 minute.
7. Choose your watcher’s profile to start streaming.

Help with signing in via your TV

You will need to have your phone or a computer. Follow mentioned-below steps to login into HBO Max account.

• Open HBO Max on your TV and choose Sign In.
• You should see a 6 character code. Stay on this screen while you grab your phone or a computer.
• Open a web browser on your phone or a computer and type https://hbomax.com/tvsignin in the address bar. This should take you to an Enter Code screen.
• Enter the code that appears on your TV, and then choose Next.
• Enter the email and password for your HBO Max or HBO NOW account.

Please share the results with us. 

Nelson, AT&T Community Specialist

Hi ATTHelp

I have not done a lot of extensive troubleshooting due to 4 devices are still logged into HBO Max and working fine. 

I don’t want to risk those 4 devices possibly may not be able to log in during any extensive troubleshoot 

So please answer this.  why when i attempt to sign into another device using the TV provider login (At&t) is it prompting me to create a new account when i already have a account?  it never did this until recently.  it does not make any sense to me that i’d need to create a new account when i’ve had an account for some

time and the 4 devices are working    i can imagine creating a new account may cause the 4 working devices not to be able to access HBO max.   also i’m only streaming 1 device at a time to be clear 

Is this blog / forum open to the public so possibility someone may be having the same issue may be able to share their experience?

 thanks 

Ted 

We understand the importance of you having access to your HBO Max, @traitt.

Your best option would be to go through these HBO Max troubleshooting and sign in steps.

Keep in mind, it is the HBO Max help center, so it's also going to help resolve issues with signing in.

You can also create a whole new HBO Max account. 

To set up a new HBO Max account (AT&T Unlimited Elite and AT&T Unlimited & More Premium customers), go to this myAT&T log-in page from a desktop browser (not the myAT&T app)> Activate HBO Max tile> Activate>Download & open HBO Max>Sign in>Sign in with a Provider>AT&T and enter your user ID and password to start streaming.

For other select AT&T Unlimited plans that are provisioned with HBO Max, sign into att.com on the web (not the myAT&T app)>Activate HBO MAX/ Start watching now>Sign in and stream HBO Max. 

After, sign in and stream HBO Max by downloading the HBO Max app>Sign in >Sign in through TV/mobile provider>Allow/Don't allow>AT&T >Sign in >Create your HBO Max profile and choose your profile to start streaming. 

Please let us know if this helps.

Reach back out to us if you have additional questions.

Thank you for reaching out to the AT&T Community Forums!

Nelson, AT&T Community Specialist

Hi 

i opened a case direct with HBO max

as it does not make sense to me to create a new account when i have an account 

please keep this forum open thanks 

Hi traitt, we are glad that the HBO Max support team is stepping in to help!

In the meantime, we recommend signing out of some of your devices as this may be the culprit, then review our article on how to sign in and stream HBO Max. If the thread does happen to get closed in the future, please don't hesitate to create a new post, and we'll be happy to step in and help!

Keep us posted! Thank you for reaching out to the AT&T Community Forums!

Rhoda, AT&T Community Specialist 

Hi 

I know where to see signed i. devices.

This morning I saw it showed 8 devices logged in ( assuming this means 8 devices worked just not at the same time when streaming). 

I logged 3 out were showing 2 browsers and 1 xbox (they were not logged in on my devices)

This leaves 5 devices logged in and I periodically use all these at different times 

One of the 5 is connected to a samsung Tv which is often off.  So I don’t really want to log out of any of these 5 devices as I use them all

I really don’t know if 5 devices logged in (was 8)

may be causing me to be unable to log into another device.  

But why is it asking me to create an account when I try to connect another device when I already have an account?  seems to me there must be some other underlying issue