Can't sign in through a provider

There are two ways to sign in depending on how you get HBO Max.

How are you trying to sign in?

If you can't sign in through your TV or mobile provider, try the following steps:

Step 1: Sign in to your provider's website

First things first, make sure you can sign in to your provider account.

Go to your provider's website and sign in with the username and password for your provider account. If you can't remember or don't know your sign-in information, look for a help or reset password link on your provider's sign-in screen.

If you can't sign in to your provider account, please contact your provider for help. HBO Max Support doesn't have access to your provider sign-in information.

Step 2: Subscription issue

If you get a 'Can't verify your subscription' message:

  • Account includes HBO Max? Make sure your TV or mobile provider account includes access to HBO Max. To do this, sign in to your provider account (on your provider's website) and make sure HBO Max is included.
  • Hulu: If you subscribe to Hulu with HBO Max, see Can't sign in through Hulu.
  • YouTube TV: If you subscribe through YouTube TV, see Can't sign in through YouTube TV.
  • Subaccount? If your TV provider account is a subaccount, you need to sign in to HBO Max using your primary TV provider account. Once you're signed in, you can create profiles for members of your household.

Step 3: Try device troubleshooting

If you can sign to your provider's website (Step 1), choose the device you can't sign in on:

iOS phone or tablet

If you can't sign in on your iOS device, try the following:

Step 1: Try another device

Make sure you can sign in to HBO Max on another device. For example, try signing in on your computer (at HBOMax.com) or on your TV (see supported devices).

Step 2: Delete and reinstall

  1. Delete the HBO Max app from your iOS device. To find out how, please see Delete an app.
  2. Open the App Store and install the HBO Max app.
  3. Open HBO Max and try signing in again.

If you still can't sign in, try the next step.

Step 3: Clear your Safari browser cache

  1. On your iOS device, go to Settings > Safari.
  2. Scroll down and tap Clear History and Website Data. To learn more, go to Clear Safari.
  3. Turn off your device, wait a moment and then turn it back on again.
  4. Open HBO Max and try signing in again through your provider.
Android phone or tablet

If you can't sign in on your Android phone or tablet, try the following:

Step 1: Try another device

Make sure you can sign in to HBO Max on another device. For example, try signing in on your computer (at HBOMax.com) or on your TV (see supported devices).

Step 2: Clear cache and reinstall

Clear the app cache and data, then uninstall and reintall. Here's how:

  1. On your Android device, go to Settings (or on older Android versions, go to Settings > Applications > Application Manager and find HBO Max).
  2. Tap Search and type HBO Max.
  3. Tap HBO Max App info.
  4. Tap Storage & cache.
  5. Tap Clear Storage (and confirm deletion), then Clear cache.
  6. Tap back and then tap Uninstall.
  7. Open the Play Store and search for HBO Max.
  8. Once found, select it and tap Install.
  9. Open HBO Max and sign in through your provider.

If you still can't sign in, try the next step.

Step 3: Clear browsing data

Try clearing your Chrome browsing data on your Android device. To find out how to do this, see Clear cache & cookies. Then, open HBO Max and try signing in again.

TV device

(Android TV, Apple TV, PlayStation 4, Samsung TV, Xbox One)

Step 1: Try another device

Make sure you can sign in to HBO Max on another device. For example, try signing in on your computer (at HBOMax.com), or the HBO Max app on your phone or tablet (iOS or Android).

Step 2: Code isn't working

If you're having trouble with the code from your TV, go to Step 4 on this page: TV sign-in steps.

Step 3: Delete and reinstall HBO Max

If you still can't sign in on your TV, delete and reinstall the HBO Max app on your TV. Once reinstalled, open HBO Max and try signing in again.

Computer

Here are a few things to try:

Step 1: Update your browser

  • Make sure you're using a supported browser.
  • Check to see if there's an update available for your browser. To find out how to do this, search the Internet for update + the name of your browser (i.e. update Chrome).

Step 2: Reload the HBOMax.com page

Go to HBOMax.com and do a hard refresh for the page. To find out how to do this, search the Internet for ‘hard refresh’ + the name of your browser (e.g. 'hard refresh Firefox’). If you're using the Chrome browser on a PC, hold down the Ctrl key and click the Reload button (for Chrome on a Mac, hold down the Shift key and click the Reload button).

Once the page is reloaded, try signing in again.

Step 3: Try another browser

Try using another supported browser. This will help determine if the issue is limited to a particular browser. Make sure cookies are enabled in your browser.