Subscription expired? AT&T issue.

Hello Community,

This issue is usually caused when a customer has multiple products with AT&T that were getting HBO included, and one went away.  For example, if you had wireless and DirecTV, you may have had HBO Max included with both of them.  However, you may have lost that bonus for one or the other product based on your plan or promotion expiring.  This can cause confusion in the system.

To resolve, please log out of all of your devices that use HBO Max. 

• Go to your HBO Max Account by clicking on your username (on laptop/PC) or settings (on phone).
• Choose "Manage Devices"
• Choose  "Sign All Devices Out"   

Once all HBO Max enabled devices are logged out, then try logging in with only the product you currently get HBO Max included with.  If you have DirecTV with HBO Max, use your DirecTV login.  If you get HBO Max with our unlimited wireless plan, use your AT&T login.

You can also find a complete list of steps to troubleshoot this error on our HBO Max Help page.

If after doing this, you still have the issue, please ask a new question and we'll assist as soon as possible.

Thanks

The AT&T Community Team

What AT&T phone plan do you have?

@formerlyknownas you're a phone expert, right?

Hello @rudra00, we'd love to help with getting you signed back into your HBO Max account with your AT&T subscription. 

First, let's try signing in on a computer to confirm if this is a device concern. We would also suggest clearing the cache on the browser. If you have a PC running Chrome, Firefox, Internet Explorer, or Edge:

1. Open your browser.
2. Press Ctrl+Shift+Delete.
3. Select the items you want to clear.
4. Select the Delete, OK, Clear, or Clear data button, depending on your browser type.
5. Close and reopen your browser.

Before signing in to HBO Max, you might need to set up your plan for HBO Max.

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

Next let's sign in to HBO Max. Here's how you sign in on your computer:

• Go to HBOMax.com on your computer and choose Sign In (upper-right).
  If you're already signed in, choose your profile (upper-right) and then choose Sign Out.
• Choose Sign in with a Provider.
• Choose AT&T from the list of providers.
• Select the User ID for your AT&T account that includes HBO Max, enter your password, and choose Sign In. If you don't see your account with HBO Max, choose Add user ID. Can't sign in? Choose Forgot user ID? or Forgot password? Why can't I sign in to HBO Max?
• Can't Verify Your Subscription?
  • Did you set up HBO Max for our plan?
  • Make sure your AT&T account includes access to HBO Max. To do this, sign in to MyAT&T or the myAT&T app, then go to your account page, and find the HBO Max tile.
  • If you still can't sign in, see att.com/hbomaxhelp.
• First time signing in? You'll see 'Create Your HBO Max Account.'
  • New to HBO Max? Edit your name and email as you'd like and then choose Create Account.
  • Already have an HBO Max account? To keep your existing profiles and watch history, enter your existing HBO Max email address and then choose Create Account. Next, follow the Verify Email Address steps below to link your existing account to your HBO Max subscription through AT&T.
• Choose who's watching and you're ready to stream.

Please be advised, If we find an existing HBO Max or HBO NOW account with the same email address, you'll have two options:

Try following these steps and reach back out to let us know if this helped. 

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

Lynn, AT&T Community Specialist

Try this, @rudra00! Let’s get you signed in and watching your favorite shows on HBO Max!

Here is how to resolve that message that you're receiving:

It is possible that you didn’t activate their HBO Max benefit yet with a qualifying wireless plan or Internet 1000. Use HBO Max Sign In Support > Registration.

-OR-

It is possible that you are using the incorrect AT&T user ID from an account that doesn’t include the qualifying AT&T service with HBO Max.

1. Use HBO Max Sign In Support > Care Indicator.
2. You may need to log out completely from the HBO Max app.
3. Sign back in with the Sign in with a Provider option.

Also, we want to ensure that you are logging in with our most recent processes after some updates! So to start let’s confirm that you are on the correct plan and the HBO Max deal hasn’t expired:

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TV packages

• DIRECTV STREAM with a PREMIER or MAX package

• DIRECTV with a PREMIER or LO MÁXIMO package

• U-verse TV with a U400, U450, or U450 Latino package

​

AT&T Wireless plans

• AT&T Unlimited Elite.

• AT&T Unlimited Plus.

• AT&T Unlimited Plus Enhanced.

• AT&T Unlimited Choice.

• AT&T Unlimited Choice II.

• AT&T Unlimited Choice Enhanced.

• AT&T Unlimited &More Premium (you may have to activate HBO Max online at att.com).

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Please come back to the AT&T Community Forums and let us know how these suggestion worked out for you!

Lar, AT&T Community Specialist