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New Member

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2 Messages

Sun, Jun 14, 2020 2:45 PM

hbo max

I cannot log into hbo max.  Switched plans to get it, and for 3 weeks now, have been waiting for tech support to resolve the issue.  Anyone else have this problem?

New Member

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4 Messages

2年前

I just got done with a chat with AT&T. I had the same issue for weeks. My issue was that when I logged into the HBO Max app, it said they couldn't verify my account. However, apparently I had to create a AT&T TV Now account to log in. So they instructed me to go to https://www.atttvnow.com/accounts/select-plan. From there click the plus plan, continue through until you get to where you set up an account. Once that's done you can exit out. The agent said he "added HBO to my account" so I'm not sure how that was done. However, I then used the new account ID in the HBO Max app and it worked. For reference, they sent me this link on twitter, https://www.att.com/support/article/att-tv/KM1222548/Let?source=ESSZ0SSPR00T1EsEM&wtExtndSource=20200614185040_ATTHelp_Mobility_TWITTER_3421162543, and then I chose the chat function. He walked me through the whole thing. Not sure why they don't tell you all this when trying to set it up. 

New Member

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2 Messages

I did that too.  Kept getting error message that my plan wasn't eligible,  but it is.  I have unlimited elite plan, which comes with hbo max.  I'm getting pretty frustrated that this simple issue is taking so long to be resolved by them.  Apparently they had to do a hard reset to my account,  which I personally think is (Edited per community guidelines) for them not caring enough to fix it.  Been on with chat 5 different times about it, for hours each time.  Same result.  Makes me want to switch to Verizon after 20+ years as an att customer.

(edited)

New Member

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2 Messages

@whoami24 , thanks for the tip. I tried it and it did not work for me. I get the your account is not eligible when I login to HBO Max with the account that I created. I think that I need a tech to do something for me on the backend. Frustrating!!

New Member

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1 Message

@whoami24

This was so incredibly frustrating! I finally got it to work.

Go to this link: https://www.att.com/support/article/wireless/KM1261921/ 

 

Scroll down to this section:

 

Next up: Have you accessed HBO using your AT&T TVSM, AT&T TV NOWSM, DIRECTV®, or U-verse® TV sign-in info?

  • If you have, go to the Sign in to HBO Max section of this article.
  • If you haven't, go to atttvnow.com/accounts/select-plan. Then, select the Hey AT&T Unlimited customers! banner and follow the prompts.

 Click on the link in that section, which takes you to yet another page. 

 

Click on the banner at the top... another page...

 

Test the phrase to the number listed. The system will verify your account and have you create a login (it can be your same login). 

 

Note: I tried multiple times from my wireless number and it did not work. I finally texted from my wife's number out of desperation and it finally worked like a charm. 

 

Then follow the rest of the instructions on the first support page:

 

Go to the HBO Max app

 

Sign in

 

Then link the accounts (it will walk you through it - there is an email confirmation.)

 

Create the profile.

 

sheesh!! what a process!! I hope this helps.

New Member

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2 Messages

2年前

Yes, I have the exact symptoms but I have only been waiting for three days. This is maddening. They promise that they will fix it and the next day I call back and go three hours with another group of people only to end up in the same place!

New Member

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6 Messages

2分前

We recently lost our access to HBO Max after canceling our DirectTV account.  We should still have access through our ATT 1000+wireless service but there is an issue at the ATT or HBO account end.  We have tried all suggested solutions...changing password, clearning cache, deleting app, etc. and nothing will resolve the issue.  We are left with an endless loop of signing in to HBO/ATT for access and then seeing that HBO reports our subscription as cancelled.

ATTHelp

Community Support

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195.6K Messages

2分前

Hey there @bbream, we want to help you with getting signed in to your HBO Max account. 

 

Based on these concerns, we want to go ahead and bring you into a Direct Message for further help. Check the message icon in the upper portion of the page and reply back. 

 

We look forward to assisting you more and providing a resolution. 

 

Thanks for contacting the AT&T Community. 

 

Lynn, AT&T Community Specialist

New Member

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6 Messages

2分前

Update to the original issue.  In the last 2 days I have called ATT support 6x and waited for various reasons (transfers, escalation, etc.) for 4+ hours.  The issue remains unresolved.  The most progress we made identified a potential issue with one of the user ID's being attached to our cancelled DirectTV stream service.  I was told this would be updated on ATT's end within 24 hours.  30 hours later...nothing.  I have called 3 more times this evening and am realizing that ATT's technical support is unlikely to take the time to resolve this issue.  On the other hand, the HBOMax technical support has reached out multiple times to try to resolve the issue.  Unfortunately, no one on the ATT side is able to troubleshoot this issue beyond the basic script of how to log-in.  We will be investigating other wireless and internet providers as soon as we are given an option for non-ATT gigabit service in our neighborhood.

New Member

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6 Messages

1分前

18 days later...was told I'd be called back from a team that actually seemed like maybe they could address the problem.  Received 1 call and nothing further and certainly NOTHING is working.  

New Member

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6 Messages

1分前

IN CONCLUSION.  It is clear that this is an ongoing issue and that ATT has decided to fix it for the long-run by eliminating the free HBO offer while leaving a rather lean support staff in place to address the outstanding issues.  As a long (10+ year) ATT customer, I find this disappointing and frustrating but it is the way things are now.  My hope had been that with my issue being elevated, a qualified person (or team) could remedy the error.  I also hoped that maybe there was a more creative short-term solution that would give me access while a longer-term fix was formulated.  In the end I am still 100% happy with my choice to cancel DirectTV Now as it was bloated, marginally reliable, and too expensive.  I regret my assumption that we'd be able to retain access to HBO Max (as is clearly stated and was massively advertised before it was removed) with our gigabit internet service.  Boo for ATT on this one.  I'm happy for those of you that found work-arounds.  I have now invested too much of my own time in fixing ATT's problem.

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