U

Visitor

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5 Messages

Sun, Nov 28, 2021 2:44 AM

HBO Max can’t verify my subscription

When I go into the HBO Max app on my xfinity it tells me that it can’t verify my subscription and my xfinity subscription has expired. Thanks be talked to four customer service agents who passed it along to a tech who came out (which I knew was not going to fix anything because how could he) and he said I have to contact HBO. Why would I when it’s obvious that xfinity is not sending the right signal to the app. 
If anyone can help that would be fantastic since Comcast can not. 

Visitor

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2 Messages

2 m ago

We are having the same issue as of this Thanksgiving weekend 11/27/21. We have made no progress with the issue with the HBO Max APP on X1 TV Box. We confirmed that we still have it included in our service plan with Xfinity as did the customer svc rep's at Xfinity that we still have HBO Max included in our cable plan. We have used the HBO Max APP via X1 TV box for nearly a year and this weekend was the 1st time we've had this issue and now we're still waiting for the issue to be resolved. We were told someone from Xfinity would contact us back once the issue is resolved but still nothing...Very frustrating to be paying for HBO etc and now we can't even enjoy the new movies/shows on HBO Max with this "can't verify your subscription, says our subscription has expired" message. Obviously, the link from our paid cable service plan with Xfinity is not getting communicated to HBO Max app.  All it wants to do once we follow the steps to sign in via Xfinity is add to our plan when it is already included in our paid plan. Please help Xfinity - we pay a lot of money for these services and believe you should have a solution on this by now seeing there are umpteen messages on the web for this specific issue.

Official Employee

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654 Messages

Hey there, @user_eeeab9, thanks for reaching out through Xfinity Forums! We would love to take a look at your HBO subscription to help with getting this resolved for you. I truly apologize you were unable to watch your HBO Max movies over the holiday weekend! We are here to help! 

 

Please send us a private message with your name and service address to "Xfinity Support" by clicking on the chat icon at the top right of the page. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Visitor

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2 Messages

Sent a direct message with info requested. Please let me know when you have a resolution. Same issue is still persisting as of 12/3/21. Cleared cache, etc AGAIN and still not signing into the HBO Max app via X1 TV box, only wants to add to our plan and does not sign into HBO Max app. 

bridgecity

Visitor

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6 Messages

2 m ago

same exact problem here. except ive never, at any point, been able to log in. it looks like it is trying to. i get the big green animated checkmark of joy and as soon as the sadness begins to leave my weary heart up pops the message that, to me, says "we're sorry, all the good web developers are currently working at google and netflix. Please enter this endless loop of instructions we are using to hide the fact that our poorly executed app can't connect to HBO's backend API's."

Visitor

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5 Messages

2 m ago

This seems as if it’s a common problem [Edited: "Inflammatory"]. This is so frustrating!

(edited)

Official Employee

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482 Messages

Hello, @user_f478f9. I know I would be frustrated if I couldn't access my HBO subscription and watch my favorite shows. I would love to look into what's going on with the subscription error further with you. What troubleshooting steps were taken when you called in? Are you attempting to access the HBO Max app from your cable box or another device? Are you logging into your Primary Xfinity UserID or a secondary UserID? 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Visitor

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2 Messages

Has anyone found a solution yet?

bridgecity

Visitor

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6 Messages

i have attempted to login to hbo max through the x1 box and through my computer. ive done a system reset. i am logging in. with my primary login. i havent called in because i dont have 2 hours to waste which is how long a call to comcast usually takes.

XfinityAnna

Official Employee

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467 Messages

Wow, this certainly sounds very frustrating @bridgecity. Since after you enter the code, you get a subscription error I would like to take a little closer look at your account. We might need to update your entitlements. I am sure working together we will get to the bottom of this so you can enjoy HBO Max on the X1 box. Can you send us a private message with your full name, name of account holder (if different) and service address? To send a private message, please click the chat icon next to the bell in the upper right corner. Click the “notepad and pen” button. Send the full message to our shared support handle “Xfinity Support”. We look forward to hearing from you!  

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Visitor

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2 Messages

I have also been having this same issue for nearly a month. I spent 4 hours on the phone with HBO Max support and have had multiple messages with Xfinity support, including Anna....I was told my entitlements have been refreshed, and instructed to clear cookies on all my boxes and my web browser. I was then told to wait a hour and try. NO LUCK!! I have done this at least a dozen time with nothing changing. I always get directed to the Xfinity web page to add HBO Max. I have had HBO for many, many years. I have been an Xfinity customer since 1996. This is very concerning that this issue has not been properly addressed and corrected. I am seriously considering canceling ALL of my services, including my business account. Over the last couple of years support has completely gone down the drain...............

Visitor

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2 Messages

2 m ago

Issue still hasn't been resolved.  Has anyone figured it out yet?

Visitor

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5 Messages

@user_58283e

Mine has not and I'm more frustrated than ever.   

Official Employee

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212 Messages

@user_f478f9

 

Hi there! I'd love to help. Please send us a private message with your full name and service address to get started. 

 

To send a private message, please click the chat icon next to the bell in the upper right corner. Click the “notepad and pen” button. Send the full message to our shared support handle “Xfinity Support”. We look forward to hearing from you!  

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Official Employee

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470 Messages

I want to be sure we can get everything figured out for you with your service. Please send me a Direct Message with your name and service address so that I can fully dive into this for you! I will leave you instructions on how to initiate the message with us! I look forward to working with you soon!


- Click "Sign In" if necessary
- Click the "Direct Message" icon (upper right corner of this page)
- Click the "New message" (pencil and paper) icon
- Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
- Type your message in the text area near the bottom of the window
- Press Enter to send your message

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Visitor

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5 Messages

2 m ago

UPDATE:  I got my issue resolved.  The CS rep had me delete the cookies and cache (under settings and privacy through the xfinity button) and it worked. They said the issue with HBO was just fixed yesterday.  

Visitor

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2 Messages

@user_f478f9 glad yours got resolved. I have tried that same thing a dozen times...still nothing....

(edited)

Frogula

Contributor

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32 Messages

@user_f478f9 tried this and did not fit it. Sooo frustrating. I don't blame Frontline techs. There's obviously something glitched behind the scenes. Please Xfinity Comcast fix THIS!. I've rebooted, reset, etc. I can watch HBO channels and HBO on demand. Only recently HBO MAX service no longer works, but there are things that you can only watch on the max app.

Visitor

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2 Messages

1 m ago

Been experiencing exact same issue, here we are Dec, 14th issue still not resolved app still not receiving proper signal. I would rather pay for HBO MAXX and drop Xfinity if that's the final solution. 

Frogula

Contributor

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32 Messages

1 m ago

Same issue as well. I've reset cache on my boxes as well. This definitely seems like a behind the scenes programming glitch. The HBO max app on my Xfinity TV box says my HBO max subscription is expired. Ummm no it's not! I can watch HBO channel and watch HBO on demand shows. This was all working fine up until about three weeks ago or so. 

All tech support can have me do is reset, retry, try another email, nothing fixes it.

I enter the code that pops up on the TV. I go to the website to activate. I'm then sent to an Xfinity sales page prompting me to sign up for the service. Ughh

Visitor

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2 Messages

@Frogula same here going on since Nov 16th- nothing they have me do fixes it 

Visitor

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2 Messages

same here since Nov 16th - nothing they have me to fixes it. 

Visitor

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1 Message

Yes, we have that problem as well for about a week.  I cannot even get past the Xfinity robots on the help sites and HBO Max directs me to Xfinity.  Very frustrating.  If Xfinity/Comcast is monitoring this forum (as apparently you are) please help.

Frogula

Contributor

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32 Messages

@farmerg Sooo frustrating. I don't blame Frontline techs. There's obviously something glitched behind the scenes. Please Xfinity Comcast fix THIS!. I've rebooted, reset, etc. I can watch HBO channels and HBO on demand. Only recently HBO MAX service no longer works, but there are things that you can only watch on the max app

Frogula

Contributor

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32 Messages

@user_4f2194 Sooo frustrating. I don't blame Frontline techs. There's obviously something glitched behind the scenes. Please Xfinity Comcast fix THIS!. I've rebooted, reset, etc. I can watch HBO channels and HBO on demand. Only recently HBO MAX service no longer works, but there are things that you can only watch on the max app

Visitor

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2 Messages

23 d ago

Having the exact same problem!!!  Cleared my xfinity cache/cookies.  I have signed out and signed in multiple times.  Same error message.  Infuriating.

Visitor

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1 Message

22 d ago

We pulled our hair out for over 2 months trying to get MAX back on. Every time I saw "can't verify subscription" I wanted to shoot the tv. Finally we got a help from xfinity technical support. This lady sounded like just another representative. Wanted to hang up but I'm happy I didn't. The following is what she told us. It's an hour later and it's still working.

1.Hit your xfinity bar.

2.Go to settings

3.On 1st page go down to

    PRIVACY and go into it 

4.Go down to Clear Cookies 

    and Local Storage Data and

    go into it

5.In a box it says OK or Cancel. H

   Hit OK

6.That will send you to a sign up 

    page and after we filled that

    out, magically MAX was back 

I would have bet good money 

that the tech did not know what

she was talking about. Anyway 

we thanked her many times. Hope this will fix your problem. 

Frogula

Contributor

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32 Messages

@user_11e008 I have tried those procedures DOZENS of times and it does not fix my issue.

(edited)

Visitor

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1 Message

Doesn't work.

I have the same problem.  Half the time I can't get into the Apps and Subscriptions tab, but when I do it only shows Hulu now and same as everyone above it shows the error message and that my subscription is expired.

Official Employee

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64 Messages

Hello, @user_36dfb6. Thank you for visiting the Xfinity Forums for solutions to the HBO subscription error you're receiving. I can imagine how frustrating receiving that error is when you're trying to enjoy your shows. We are aware that some customers are impacted by this, and are receiving the error "can't verify subscription - We're having trouble verifying your HBO Max subscription" upon sign in to HBO Max on X1. Our team of expert Xfinity techs are working to resolve this issue ASAP. When we have an update for resolution we'll circle back and provide more info here. Thank you for your continued patience during this time.

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Visitor

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2 Messages

Well mine just went off tonight after watching one episode of a series. When the next episode came up. OHOH!   cant verify your subscription. This is 1/7/22. Guess xfinity hasnt made any progress on this problem. Too bad i just increased some services. May have to rethink that 

Visitor

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1 Message

My hbo max just started not working this week! Have we learned how to resolve this issue yet?

Visitor

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1 Message

8 d ago

I am hitting this problem as well (on 1/16/2022). HBO Max on my LG TV and on my laptop say the subscription to HBO Max through Xfinity has expired. But when I look at my billing details for Jan-Feb 2022, there's the HBO Max charge!

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