mltucker78's profile

New Member

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2 Messages

Thursday, October 13th, 2022 3:50 AM

Logging into HBO Max

I have the Elite Unlimited Plan and should have access to HBO Max. I spend 2.5 hours on the phone with customer support and they can't determine why I cannot log into HBO Max. I have been an AT&T customer since 2009, but this incompetence is ridiculous. We tried everything - resetting password, deleting apps, using phone number and email to log in...nothing works! HELP!

ATTHelp

Community Support

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207.3K Messages

4 months ago

We value you as a loyal customer, @mltucker78. Let's work together to figure out why you've been unable to log in to HBO Max. 

 

The HBO Max offer expired 06/06/2022. This means if you've made any recent changes to your plan, access to HBO Max has been revoked. You're welcome to register for a standalone account.

 

If you haven't made any changes to your plan, please answer the following questions to help us get to the bottom of things:

  • What streaming device are you using to access HBO Max? This will allow us to come up with a personalized solution for you.
  • What error message do you receive when you try to log in? This will help us determine if it's an issue with the carrier or the device you're using. 
  • Were you previously able to log in to HBO Max? If so, refer to the HBO Max Troubleshoot & Fix page. They have a few things we recommend trying when you're unable to sign in.

Looking forward to helping you through this! 

 

Sydne, AT&T Community Specialist

New Member

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2 Messages

4 months ago

I have not made changes to my account. I have never logged into the HBO Max account -- never knew I had this feature until I was in the store yesterday and the sales team pointed it out to me. I have tried to log in through a tv, computer and on my iphone. None of the log-ins work -- "Can't verify your subscription" is the message I get. I called yesterday and spent 2 hours while someone tired to help me. We deleted the app and tried again, we reset passwords, we changed devices and nothing works. Then, I got transferred to 3 other departments where no one could help me either. Super frustrating and I would really like to take advantage of this feature as part of my plan.

ATTHelp

Community Support

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207.3K Messages

4 months ago

We understand your frustration with not being able to take advantage of the HBO Max offer, @mltucker78. Let's meet in private to take a closer look into things.

 

Please check your Direct Message inbox (it's the chat icon next to the bell icon in the upper right corner of the Forums).

 

In the meantime, look over your account to make sure this feature is activated. The 'can't verify your subscription' message usually means that your plan needs to be set up for HBO Max. Here's how:

  1. Go to your myAT&T account page.
  2. Look for the Activate HBO Max tile.
  3. Choose Activate, if asked.
  4. Sign into HBO Max.

We'll chat with you soon!

 

Sydne, AT&T Community Specialist

 

ACE - Expert

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24.1K Messages

4 months ago

HBOMax info

This promotion ended for AT&T Fiber on June 5, 2022. You must use your access to HBO Max to keep your eligibility for this promotion. If you don’t, your HBO Max promotion may be expired.

The way I read that is if you didn't access HBOMAX BEFORE 6/5/22 you lost the promo.

(edited)

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