I Cannot sign in to HBO Max anymore because it says I am a secondary user

I was using the Primary Xfinity ID...and still was encountering the same error message.  I found out my wife has a separate Max login so I tried to use that.  It did take me into Max...but as soon as I tried to watch any program I received a message that I had to connect my provider...I don't want to do that in Max; I may as well use my wife's Max login since that's working on our other TVs.  Help!!

@mbpros  I appreciate the follow-up information that your were attempting the log in with the primary Xfinity ID. Looking over the Max login set up, I did notice it mention that if you're trying to log in when connected to your network it will prompt you to select a provider. 

I definitely like to investigate this further, and since I will gather some account information that we don't want in our public conversation. When you have time would you please send a direct message: 

To send a direct message: 

Click "Sign In" if necessary

• Click the "Direct Message" icon in the upper right - it looks like a chat bubble  

• Click the "New message" (pencil and paper) icon just to the right of Conversations

• Type "Xfinity Support" in the "To:" line - do not use the Employee's name!

• Type your message in the text area near the bottom of the window

• Press Enter to send it

To expedite your request, we ask that you please include your name, the account holder name (if different), and the service address. 

Hi Justin,

I am having the same problem.

I can sign in to MAX on all other devices and was in fact signed in through xfinity but now it says I'm trying to sign in with a secondary account holder. I have only one account and have used the same one for years. If you could help I would be very thankful.

Thanks

Thank you for reaching out to us here @skam16. That is always a frustrating experience when you run into that issue with any app. I would be happy to look further into that for you. Could you send me a direct message with the full name and complete address for your service? 

To send a direct message [private message]:

   Click the "Direct Message" icon or  https://forums.xfinity.com/direct-messaging

   Click the "New message" (pencil and paper) icon

   The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.

   - As you are typing a drop-down list appears. Select "Xfinity Support" from that list.

   - An "Xfinity Support" graphic replaces the "To:" line.

   Type your message in the text area near the bottom of the window

   Press Enter to send it

@XfinityEva​ 

I need help with the same issue. 
I have called many times and no help. 
can you please help

Hello @skam16, we appreciate you letting us know you are running into the same error, we want to ensure this is working for you! Were you able to log in previously to your Max account using your Xfinity Log in before getting this error? Have you already gone through the process of creating a Max account and connecting your cable log in? Have you checked to ensure you are using your primary user ID to link your Xfinity account to your Max account?

@Penny_cush Do you have our standard X1 service? If so, does MAX work using the box? 

I'm sorry to hear you are experiencing a similar issue, @user_vgvkv2. Are you logging in with your primary ID? Have you checked to make sure no other Xfinity IDs are listed as primary instead? You can check this online or through our Xfinity App. You can also find your Xfinity ID by following the instructions listed HERE. 

Thank you so much for reaching out through Xfinity Forums, @user_4kk63x. We would be happy to help you with troubleshooting your MAX subscription. I know my household enjoys watching all the movies they have available, and I definitely want to make sure it is working for you. If you can please send us a Direct Message, so we can take a look at your account details. 

To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon or  https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list
- An "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it.

@user_yf0w9q Have you tried on more than 1 device to see if you are getting the same error message?

I am able to access on my PC, but not my TV.