Can't sign in with a provider

Step 1: Sign in to your provider's website

If you get HBO Max with your TV package, internet service, or wireless plan, make sure you can sign in to your provider account.

Go to your TV, internet, or wireless provider's website and sign in with your provider account username and password. If you 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: Can't verify your subscription?

If you get a 'Can't verify your subscription' message, find your provider below:

  • AT&T wireless or internet: You may need to set up your plan for HBO Max. See Sign in through AT&T.
  • TV or cable provider:
    • Make sure your TV package includes HBO Max. To do this, sign in to your provider account (on your provider's website) and make sure HBO Max is included.
    • Apple device: Try removing your TV provider in Settings. To do this on your Apple TV, go to Settings > Users and Accounts > TV Provider and choose Remove TV Provider. To do this on your iOS device, go to Settings > TV Provider and choose Remove TV Provider. Now, open HBO Max and try signing in again.
    • Subaccount? Make sure you're signing in with your primary TV provider account. Once you're signed in, you can create profiles for members of your household.
  • DIRECTV STREAM, DIRECTV, or U-Verse: Make sure your account includes access to HBO Max. See Sign in with DIRECTV or U-Verse.
  • Cricket Wireless: Make sure your Cricket Wireless plan includes access to HBO Max. See Sign in through Cricket Wireless.
  • Hulu: See Can't sign in through Hulu.
  • YouTube TV: See Can't sign in through YouTube TV.

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:

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).

Delete and reinstall
  1. Delete the HBO Max app from your iOS device. To find out how, go to Apple's Delete an app article.
  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 solution.

Clear browsing data

Use another browser or try clearing your browsing data. Here's how:

  • Safari: On your iOS device, go to Settings > Safari, then scroll down and tap Clear History and Website Data. To learn more, go to Clear Safari.
  • Chrome: Try clearing your Chrome browsing data. To find out how to do this, see Clear cache & cookies.

Then, open HBO Max and try signing in again.

Android phone or tablet

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

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).

Clear cache and reinstall

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

  1. Go to Settings on your Android device.
  2. Tap Search and type HBO Max.
  3. Choose HBO Max from the search results.
  4. Tap Storage & cache or Storage.
  5. Tap Clear storage and confirm deletion.
  6. Tap back and then tap Uninstall.
  7. Open the Play Store, search for HBO Max, and tap Install.
  8. Open HBO Max and sign in with your provider.

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

Clear browsing data

Use another browser or 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.

Amazon Fire tablet

If you can't sign in on your Amazon Fire tablet, try the following:

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).

Clear cache and reinstall

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

  1. On your Amazon Fire tablet, go to Settings > Apps & Games > Manage All Applications.
  2. Tap HBO Max from the list of apps.
  3. Tap Clear Cache.
  4. Tap Clear Data.
  5. Tap Uninstall and then OK.
  6. Download and the HBO Max app from the Amazon Store.
  7. Open HBO Max and sign in with your provider.

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

Try another browser

Try using a different browser or try clearing the browsing data for the browser you're using. Then, open HBO Max and try signing in again.

TV device

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

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).

Code isn't working

If you're having trouble with the code from your TV, please see Code not working.

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:

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).
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.

Clear cookies and cache
  1. Clear your browser's cookies for HBOMax.com. To find out how to do this, search your browser's help for 'cookies.'
  2. Close and reopen your browser.
  3. Go to HBOMax.com and try signing in again.

If you still can't sign in on your computer, try clearing your browser's cache. To find out how to do this, search your browser's help for 'clear cache.'