Can't connect your provider

If you get Max through an internet, mobile, or TV provider, you need to connect your provider account (with your Max subscription) before signing in to Max the first time.

Already have an account?
If you already have a Max (or HBO Max) account, sign in with your email and password.

If you can't connect your internet, mobile, or TV provider account, find your issue below:

'Can't verify your subscription' message

If you get this message, make sure Max is included with your internet, mobile, or TV package. To do this, sign in to your internet, mobile, or TV provider account and make sure Max is included. For more info, go to Fix a subscription issue.

My provider isn't listed

If your provider isn't on the Connect Your Provider screen, it may be because:

  • You need to type your provider's name in the search box, or scroll down through the list of providers (below the company logos).
  • You need to sign in with your Max (or HBO Max) account (instead of connecting your provider).
  • Your provider may not support Max at this time.

For more help, go to My provider isn't listed.

'Provider account already in use' message

If you get this message when connecting your provider, it means your provider account is already linked to a Max account. Instead of connecting your provider, try signing in with your Max account email and password.

If you're not sure which email is associated with your Max account, go to Find your account email.

Can't sign in to provider account

Make sure you can sign in to your account on your provider's website. Here's how:

  1. Go to your internet, mobile, or TV provider's website.
  2. Sign in with your account username and password.
    Note If you can't sign in, look for an option to reset your password. If you can't sign in to your provider account, contact them directly for help. Max support doesn't have access to your provider sign-in information.
  3. After you successfully sign in to your provider's website, go back to Max and try the Connect provider steps again.

Additional troubleshooting

If the solutions above didn't help, choose the device you're using:

iPhone or iPad

You may need to try more than one of these solutions:

Delete and reinstall
  1. Delete the Max app from your Apple device. To find out how, go to Apple's Delete an app article.
  2. Open the App Store and install the Max app.
  3. Open Max and try the Connect provider steps again.
Use your computer

Try the Connect provider steps on your computer (instead of your iPhone or iPad).

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 choose Clear History and Website Data. For more info, go to Clear Safari.
  • Chrome: Try clearing your Chrome browsing data. To find out how to do this, go to Clear cache & cookies.

Then, open Max and try the Connect provider steps again.

Android phone or tablet

You may need to try more than one of these solutions:

Clear cache and reinstall
  1. On your Android device, go to Settings and search for Max.
  2. Choose Max from the search results.
  3. Choose Storage & cache or Storage.
  4. Go back and choose Uninstall.
  5. Open the Play Store, search for Max, and choose Install.
  6. Open Max and try the Connect provider steps again.
Use your computer

Try the Connect provider steps on your computer (instead of your Android phone or tablet).

Clear browsing data

Use another browser or try clearing your Chrome browsing data on your Android device. To find out how to do this, go to Clear cache & cookies. Then, try the Connect provider steps again.

Amazon Fire tablet

You may need to try more than one of these solutions:

Clear cache and reinstall
  1. On your Amazon Fire tablet, go to Settings > Apps & Games > Manage All Applications.
  2. Choose Max from the list of apps.
  3. Choose Clear Cache.
  4. Choose Clear Data.
  5. Choose Uninstall and then OK.
  6. Download the Max app from the Amazon Store.
  7. Open Max and try the Connect provider steps again.
Use your computer

Try the Connect provider steps on your computer (instead of your Amazon Fire tablet).

Try another browser

Try using a different browser or try clearing the browsing data for the browser you're using. Then, open Max and try the Connect provider steps again.

You may need to try more than one of these solutions:

Update your browser
  • Make sure you're using a supported browser.
  • Check for an updated browser version. 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 a different supported browser (Chrome, Firefox, Microsoft Edge, or Safari). This will help determine if the issue is limited to a particular browser.

Use your phone or tablet

Try the Connect provider steps on your phone or tablet.

The connect your provider steps are easier on a phone, tablet, or computer. Try the Connect provider steps on your phone or tablet or on your computer.

Once you connect your provider, you can sign in to your Max account on your TV.

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