HBO Max can’t verify my subscription

A week or so ago we started having issues with connecting to HBO max. I've been on the phone with tech support almost 4hrs today and they all just repeat the same procedures to no avail.

Yes I've reset my cache.

Yes I've tried using phone, computer, X1 box to connect.

Yes, I get the code and go to hbomax.com/tvsignin, but I'm taken to a page that wants me to add the plan (I already pay for HBO)

Yes, if I log into HBO Max with my email and password I'm told it can't verify subscription. If I go account settings it says my HBO Max subscription through Xfinity has EXPIRED (but I'm in good standing and pay for HBO)

Yes, I can watch normal HBO channel and HBO on demand, just not HBO MAX.

Help!!!

This conversation is no longer open for comments or replies and is no longer visible to community members.

Responses

Oldest First

Selected Oldest First

xfin247

Visitor

•

2 Messages

5 years ago

havingg EXACT same issue. Why should I pay for HBOMAX if I pay for HBO through Xfinity. Would rather drop Xfinity and Pay for HBO MAX.

Frogula

Contributor

•

32 Messages

@xfin247 I've even clicked the button to sign up for HBO again (even though I'm already a subscriber) and Im shown a web page that says something like "oops we detected an error, contact us at the following number".

Obviously there's a glitch in the communication between Xfinity and HBO servers.

Let's get this fixed Xfinity!

5 years ago

CCJoseph

Problem Solver

•

729 Messages

If you are having trouble getting access to your HBO, I am happy to take a look and see how I can help! It sounds like you did some troubleshooting already, so thank you for taking the time to do that! I need to make sure, did you also go ahead and reset your devices to see if that cleared anything up? If you tried that and it didn't help, you can also send me a DM with your name and address as well as your name and address to locate your account and start there.

To send a direct message you may need to:

Click "Sign In"

Click the "direct message" icon

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

Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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

I no longer work for Comcast.

5 years ago

user_546eeb

Visitor

•

1 Message

4 years ago

My subscription is valid for HBO but when I try to use it, is says it can't verify subscription.

CCSheila

Retired Employee

•

1.1K Messages

@user_546eeb

Hey there! To sign in please follow these steps:

Open the HBO Max app on your Xfinity X1 or Xfinity Flex device. If you're using another device, see Sign in with a provider.
Choose Sign In. You should see a 6-character code. Stay on this screen while you grab your phone or a computer.
Open a browser on your phone or computer and in the address bar, type https://comca.st/3H7pLqQ. You should see an Enter Code page (https://comca.st/3I5msl8).
Enter the 6-character code that appears on your TV and then choose Next. Code not working?
Choose Sign in with a Provider.
Choose Xfinity and you'll be automatically signed into your Xfinity account, or you'll be prompted to enter your Xfinity ID and password. If you have trouble signing in, see Can't sign in below.
First time signing in? You'll see 'Create Your HBO Max Account.'
- New to HBO Max? Enter your name and email address and then choose Create Account. Account found? See the next section.
- Already have an HBO Max account? Enter your name and your existing HBO Max email address, and then choose Create Account. Next, choose Verify Email Address to link your existing account to your HBO Max subscription through Xfinity. For more info, see Account Found.
Once your TV updates (this will take a minute) you're ready to stream.

4 years ago

user_f006b0

Visitor

•

2 Messages

4 years ago

I am having the same issue. Seems to be a huge problem with many customers. Please HELP!!

XfinityBillie

Official Employee

•

4.2K Messages

Hello and thank you for taking the time to reach out to us here on our Xfinity Forums. I ran into this myself when my husband and I were trying to watch the new Matrix movie on a smart TV I don't have a cable box for. It turned out I hadn't been opting for the sign in with a provider option. Have you tried following the directions outlined about by XfinitySheila above already?

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 as Best Answer. tick

4 years ago

user_d7459e

Visitor

•

1 Message

4 years ago

I just spent 2+ agonizing hours on phone dealing with Xfinity computer and then slow as hell tech text support and finally a human being that only knew how to follow the same script. I now can log in to HBO Max on my computer but not on my TV! I also get the screen where I can either pay for a subscription or loop back to the code on screen, etc.

user_f006b0

Visitor

•

2 Messages

@user_d7459e

I had the same issue. Go into HBO Max app. Set up an account there ( email & password). That will solve the issue.

4 years ago

X1

Frogula

HBO Max can’t verify my subscription

xfin247

Frogula

CCJoseph

user_546eeb

CCSheila

user_f006b0

XfinityBillie

user_d7459e

user_f006b0

New to the Community?