HBO Max can’t verify my subscription

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. 

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. 

We are having the same issue. I was just on the phone with somebody for a half an hour and they cannot resolve it. I’m going to cancel my HBO service with them unfortunately if they can’t straighten things out. I should not have to pay for it.

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? 

Has anyone found a solution yet?

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.

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 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...............

@user_58283e

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

@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 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

Try going to HBOmax/tvsignin and following the instructions.  It will have you enter the code that shows up on your tv and then it should work.  This didn't work for me at first, then I waited a few days and tried again and it worked.  It could possibly be a HBO problem because the site showed up different almost every time I went in.  In the end there was a button for signing in if you are subscribed through a cable provider and I got in that way.

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

@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.

Try going to HBOmax/tvsignin and following the instructions.  It will have you enter the code that shows up on your tv and then it should work.  This didn't work for me at first, then I waited a few days and tried again and it worked.  It could possibly be a HBO problem because the site showed up different almost every time I went in.  In the end there was a button for signing in if you are subscribed through a cable provider and I got in that way.

@user_f478f9​ this worked for me! I cleared the cookies and turned the tv off and back on. Once I got into HBO max I had to login again and then it worked! Thank you :)

@user_763451​ 

Since my issue just started last night (2/5/22), I don’t think HBO has solved its Xfinity problem or vice versa. HBO works, so obviously my subscription hasn’t expired, which is 1 of the 2 error messages I get on my tv screen. The other is “Content not available” when it does let me sign in, but not open any show.

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

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

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.

@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

@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

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

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.

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.

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 

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

Thank you for sharing your resolution, @Johnfcjr! I hope this helps rectify the issue for others as well. Don't forget, you can also use the Xfinity My Account App to reset your cable boxes. Find out how, here! 

@user_ee3580​ I fixed mine by logging out of hbo and signing in/up again. I had to put the code back into the tv, but it worked! Good luck!

@user_ee3580​  same here- mid nov 21 and still no fix in sight and no matter how many times we try to do the reboot (20+) nothing works and each company blame each other and never get back with a fix- they can add on all the new channels but cant take off HBO Max and put it back on.....

@user_84b45e​ sadly we have tried every fix in the mix over 20+ times and nothing works glad yours was a easy fix

Well, I did finally get HBO Max and all the other apps to work, mostly by going to their login page and signing in again.  I had tried this before and it didn't work, so they must have fixed something.  I had changed a password, so maybe that was it??  I don't know, but it is fixed for now!

The Comcast support rep was able to fix it somehow by running diagnostics and resetting my cable modem from their end. Not sure how that could have helped (or if they did something else in their backend), but after ~an hour with them, my TV and laptop were able to show my subscription as active (all the time using the same Comcast login info).

I ended up cancelling my HBO subscription through Comcast anyway (moved to a new plan with faster internet for less money, but it didn't include HBO).

I went ahead and signed up with HBO directly on their website - it was cheaper than what Comcast had been charging me!

@user_5e98d5​ After going through garbage with Xfinity support for 4 days I stubbled upon this solution, and it actually worked for me too, and I use android, thank you for posting