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traitt
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21 Messages

Sat, Aug 6, 2022 10:18 PM

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HBO Max cannot log into new device

Hi

I have had HBO max as part of the offering from AT&at wireless. A call to AT&T wireless yesterday they said my plan still comes with HBO max 

my plan :

AT&T Unlimited & More(SM)

Premium Multi line

My issue.  i cannot log

into a new device.  i try log into in as Tv provider and select At&t.  i’ve done this before many times       when i try it when you’d expect it to log in , it brings me back to a page to create an account and i already have an account.  also i believe i’m using the correct user id 

odd is my TV and cell are still logged in and working fine so i don’t want to log out and risk

not being able to log back in 

any thoughts?  maybe related to recent Warner bros separated from At&t although At&t says i

still have Hbo max 

thanks 

Ted 

traitt

New Member

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21 Messages

4 months ago

Hi ATTHelp

I have not done a lot of extensive troubleshooting due to 4 devices are still logged into HBO Max and working fine. 

I don’t want to risk those 4 devices possibly may not be able to log in during any extensive troubleshoot 

So please answer this.  why when i attempt to sign into another device using the TV provider login (At&t) is it prompting me to create a new account when i already have a account?  it never did this until recently.  it does not make any sense to me that i’d need to create a new account when i’ve had an account for some

time and the 4 devices are working    i can imagine creating a new account may cause the 4 working devices not to be able to access HBO max.   also i’m only streaming 1 device at a time to be clear 

Is this blog / forum open to the public so possibility someone may be having the same issue may be able to share their experience?

 thanks 

Ted 

ATTHelp

Community Support

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203.9K Messages

4 months ago

We understand the importance of you having access to your HBO Max, @traitt.

 

Your best option would be to go through these HBO Max troubleshooting and sign in steps.

Keep in mind, it is the HBO Max help center, so it's also going to help resolve issues with signing in.

 

You can also create a whole new HBO Max account. 

 

To set up a new HBO Max account (AT&T Unlimited Elite and AT&T Unlimited & More Premium customers), go to this myAT&T log-in page from a desktop browser (not the myAT&T app)> Activate HBO Max tile> Activate>Download & open HBO Max>Sign in>Sign in with a Provider>AT&T and enter your user ID and password to start streaming.

 

For other select AT&T Unlimited plans that are provisioned with HBO Max, sign into att.com on the web (not the myAT&T app)>Activate HBO MAX/ Start watching now>Sign in and stream HBO Max. 

 

After, sign in and stream HBO Max by downloading the HBO Max app>Sign in >Sign in through TV/mobile provider>Allow/Don't allow>AT&T >Sign in >Create your HBO Max profile and choose your profile to start streaming. 

 

Please let us know if this helps.

Reach back out to us if you have additional questions.

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

 

Nelson, AT&T Community Specialist

 

 

 

traitt

New Member

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21 Messages

4 months ago

Hi 

i opened a case direct with HBO max

as it does not make sense to me to create a new account when i have an account 

please keep this forum open thanks 

ATTHelp

Community Support

 • 

203.9K Messages

4 months ago

Hi traitt, we are glad that the HBO Max support team is stepping in to help!

 

In the meantime, we recommend signing out of some of your devices as this may be the culprit, then review our article on how to sign in and stream HBO Max. If the thread does happen to get closed in the future, please don't hesitate to create a new post, and we'll be happy to step in and help!

 

Keep us posted! Thank you for reaching out to the AT&T Community Forums!

 

Rhoda, AT&T Community Specialist 

traitt

New Member

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21 Messages

4 months ago

Hi 

I know where to see signed i. devices.

This morning I saw it showed 8 devices logged in ( assuming this means 8 devices worked just not at the same time when streaming). 

I logged 3 out were showing 2 browsers and 1 xbox (they were not logged in on my devices)

This leaves 5 devices logged in and I periodically use all these at different times 

One of the 5 is connected to a samsung Tv which is often off.  So I don’t really want to log out of any of these 5 devices as I use them all

I really don’t know if 5 devices logged in (was 8)

may be causing me to be unable to log into another device.  

But why is it asking me to create an account when I try to connect another device when I already have an account?  seems to me there must be some other underlying issue 

traitt

New Member

 • 

21 Messages

4 months ago

hello

as you can see my issue is not related to how many are

logged in see below.  i only

stream 1 device at a time please advise why

when trying to add a device after trying to login via my tv provider it asks me

create an account when. i

already have an account thanks

Manage devices using your account

You can see a list of devices that you've signed in to with your account (see steps below). There's no limit on the number of devices you can use with your account, however, the number of simultaneous streams is limited.

ATTHelp

Community Support

 • 

203.9K Messages

4 months ago

Thanks for your response, @traitt.

 

Please provide us with an update on the ticket that was submitted directly through HBO Max, and let us know if they're able to provide further details. Since you're able to still sign in through AT&T on your other devices this may just be a temporary error with HBO Max. 

 

We look forward to hearing back from you!

 

Lynn, AT&T Community Specialist 

traitt

New Member

 • 

21 Messages

4 months ago

This i posted is from the HBO max help

section :

Manage devices using your account

You can see a list of devices that you've signed in to with your account (see steps below). There's no limit on the number of devices you can use with your account, however, the number of simultaneous streams is limited.

traitt

New Member

 • 

21 Messages

4 months ago

hi. 

Regarding an update from HBO

max , I am waiting thanks 

also the devices i have which are working are still logged in from some time ago maybe months ago and i don’t want to log

out as I may not be able to log back in 

thx 

ATTHelp

Community Support

 • 

203.9K Messages

4 months ago

Thank you for the details @traitt

 

For personalized solutions to your HBO Max login concerns, visit our HBO Troubleshooting page and then click "cant sign in". In addition,  If HBO Max isn't working as expected:

  • Use another device to check your internet connection.
  • Turn your device off and back on.
  • Make sure you’re using the latest version of the app. Check your device’s app store.
  • Delete the HBO Max app from your device and reinstall it from your device’s app store.
  • Confirm you’re using a compatible streaming device.

Keep in mind: To start streaming on another device, you'll need to stop streaming on a device that has been used recently. If you stop streaming on a device, you may need to wait a few minutes before you can start streaming on another device.


Get more help from the HBO Max Help Center. We're here if you have any questions. Thank you for utilizing AT&T Community Forums. 

 

Alasani, AT&T Community Specialist 

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