Can't Sign Into Max

Happy to help you sign in to HBO Max, bee500.

Try these troubleshooting options from our HBO Max sign in solutions article:

• Redeem your HBOMax offer at http://att.com/acctmgmt/startwatchinghbomax. Click on Get Started on the HBOMax tile. Click Set up Account, then Go To HBOMax.
• Delete the cache and cookies on your browser to make sure a previous login is not saved.
• Try to sign in with another browser or device. For best results, sign in using a web browser on your computer.
• Make sure you're choosing AT&T as your provider, and not AT&T TV. 
• Make sure you are using the right ID.
• Change your myAT&T password to a different password. Sometimes there is a conflict with your existing password or a special character causing issues. We suggest changing to a password that you have not used in the past. Once registered, you can try changing it back to your previous password.

If you're still unable to sign in, let us know if HBOMax was offered to you through Internet or Wireless service. This will help us in case we need to access your account to find a resolution.

We'll be awaiting your response.

Marilyn, AT&T Community Specialist

That did not work.  I did it in a fresh incognito window.  There is no 'Get Started' option on the HBOMax tile, just 'Start Streaming'.  The link provided redirects back to my main account profile, it's not a specific link to something dedicated to Max or other offers.

I am choosing AT&T as my provider.  It verifies my account information, for sure.  I tested this by intentionally entering a wrong password, where it reports the password was incorrect.  When I enter the correct password, it goes back to the screen that says Can't Verify Subscription.

I am a wireless customer.  HBO Max is offered with my service level.  I haven't changed my service level in several years.  HBO Max is showing as an offer within my customer account/profile online and through the MyATT iOS app.

Thanks for any help you can provide.

Thank you for sharing these details with us, @bee500. 

Just to make sure we're on the same page, have you ever accessed Max through your AT&T account? If not, then your subscription may not be registered yet which can cause this error. 

In order to register your subscription, sign in to your account and go to the Max tile that says Start Streaming. From there, follow these steps:

1. Click the tile and select Activate.
2. Download the Max app from the App Store. 
3. Open the Max app and select the Person icon. 
4. Select Sign In, then Sign in with a Provider.
5. Select AT&T and enter the AT&T User ID and Password.

If you've already registered your subscription, please share your plan type with us, so we can look into this further in a DM. Additionally, make sure you've signed out completely of Max before trying these steps and the ones Marilyn sent. 

Dylan, AT&T Community Specialist

The tile has now disappeared from my AT&T profile.  Yet the link at https://www.att.com/support/article/wireless/KM1385723/ shows that I should have access, since I am an AT&T Unlimited Plus customer.

This is happening to me also.  I just replaced the old hbo max app with the new one on my iPad and it worked. However I then did the same thing on my Samsung tv and it says the service isn’t offered.  Now I can’t use Max on my iPad either, same message.  

Heres the fix: Account>Devices>Sign out of all Devices or clear them manually. Then login with provider. Viola!

There’s a Device cap currently at 3. On 12/5/23, this will change to a 2 device cap. 

I have had the same problem since HBO Max rolled over to MAX. Nothing worked and AT&T customer support is oblivious on how to really fix this.