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mbmontillano's profile

New Member

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5 Messages

Saturday, June 11th, 2022 4:17 PM

Can’t sign in to HBO Max any more with Unlimited Elite Plan

Hello,

I have an Unlimited Elite Plan and within the past week my sign in credentials for my AT&T Wireless Plan no longer works for HBO Max.  I have tried several troubleshooting tips such as deleting and reinstalling app, as well as clearing cache to allow new sign in, however none of this has worked.

I have seen other agents/community members offer some support, so I was hoping to receive some information on how to regain my access based on my grandfathered plan with AT&T Wireless.

Thank you.

Accepted Solution

Official Solution

ATTHelp

Community Support

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207.3K Messages

8 months ago

Thank you for reaching out @mbmontillano

 

If you are unable to sign in to your HBO max account through your TV streaming app. We recommend the following troubleshooting steps to access your account. 

 

On your mobile device follow these steps to login and access your provider user ID information. 

  1. Download and open the HBO Max app. Then tap the person icon (or try to play a show or movie.)
  2. Tap Sign In and then tap SIGN IN THROUGH TV OR MOBILE PROVIDER.
  3. Do you have an Apple iPhone or iPad and get free HBO Max access with your TV service with AT&T? Then tap Allow. Choose AT&T.
  4. Enter the AT&T user ID and password for the wireless account that includes HBO Max. (Forget your AT&T sign-in info? Get help).
  5. Select Sign in. You should see HBO Max load on your AT&T TV screen.
  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.

You can also try signing into with your computers web browser with these steps: 

  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. (Forgot your AT&T sign-in info? Get help)
  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.

For additional step by step troubleshooting visit the HBO sign in help page. Then select sign in with provider. Let us know if you have any questions. Thank you for visiting AT&T Community Forums. 

 

Alasani, AT&T Community Specialist 

ATTHelp

Community Support

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207.3K Messages

8 months ago

Hello @mbmontillano, we'd be glad to help get your HBO Max access!

 

Before we continue, we would need a little more information from you to be of further assistance:

  • What were sign in methods you attempted to use, when trying to sign-in to your HBO Max Account? (Web browser, television, App) 

To resolve your HBO Max Sign In Issues, we recommend that you access the provided link and follow the suggestions under the Sign In Solutions Topic  If you still require assistance feel free to reach back out and we will be more than happy to help!

 

Let us know if this information was helpful!

 

Mellira, AT&T Community Specialist

New Member

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5 Messages

8 months ago

I tried signing in on television using code offered and url to input on computer.  

I also tried updating my AT&T password to enter into HBO Max with my usual user ID.

I also tried the suggestion to try using the Activate HBO Max tile in my AT&T Wireless account dashboard, and there was no tile available. 

The closest I come to a successful sign in, regardless of what method I used, my account profile and watch history would appear, but once I click "Play" to watch something...the screen goes dark and I end up in another sign in/sign up loop.

New Member

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5 Messages

8 months ago

I have performed all the steps above.  Ultimately, I have called in to AT&T and they have set up a support ticket for me regarding my grandfathered Unlimited Elite plan that still offered HBO Max for free.  Some how my HBO Max sign in was affected despite the fact I still have the qualifying wireless plan to receive HBO Max for free.

ATTHelp

Community Support

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207.3K Messages

8 months ago

Thank you for the update @mbmontillano. We want to make sure that you are able to enjoy your favorite shows. 

 

On June 6, 2022, customers on the Elite plan that includes HBO Max will continue to have access to that feature. Based on your login concerns, we want to get you into a DM, and take a closer look into your plan and access to your HBO feature. 

 

Check the Bell icon in the upper right portion of the page and reply. In the meantime, gather your account information, and we'll get started figuring out the root cause.  Again, keep an eye out for the DM. 

 

Alasani, AT&T Community Specialist

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