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Fix a Max subscription issue

If you have an active Max subscription and get a Welcome back message, try the solutions below.

Things to try

Check your subscription status

Make sure your Max subscription is active. Here's how:

  1. In Max, do one of the following:
    • Phone, tablet, or computer: Choose your profile and then Subscription. Can't sign in?
    • TV device: Choose the Settings icon cog (lower left) and then Subscription.
      (Only Adult profiles can manage subscriptions.)
  2. Here you'll find who your subscription is billed through (top of the screen).
  3. Find who your subscription is billed through below:
    • Amazon Appstore: Sign in at amazon.com/appstoresubscriptions and find your Max subscription status.
    • Amazon Prime Video Channels: Sign in at amazon.com/video/subscriptions/manage and find your Max subscription status.
    • Apple: Open the Settings app on your iOS device, choose your name, then Subscriptions, and find your Max subscription status.
    • WarnerMedia Direct: If your subscription is active, you'll find your upcoming payment date.
    • Google Play: Sign in at g.co/play/subscriptions and find your Max subscription status.
    • Roku: Sign in at my.roku.com/account/subscriptions and find your Max subscription status.
    • Samsung TV: Sign in at samsungcheckout.com, then go to Purchase History and choose Subscriptions.
    • Other provider: Sign in to your internet, mobile, or TV provider account to check the status of your Max subscription. If you need help, contact your provider.
Sign out and sign in again

Try signing out and back in to Max. Here's how:

  1. In Max, do one of the following:
    • Phone, tablet, or computer: Choose your profile and then choose Sign Out.
    • TV device: Choose the Settings icon cog (lower left) and then Sign Out.
  2. Sign in to Max.
Connect your provider

If you get Max (or HBO) through an internet, mobile, or TV provider, do the following:

  1. Open Max on your phone, tablet, or computer.
  2. On the Welcome back screen, choose Connect Your Provider.
  3. Choose the company you get Max (or HBO) through.
  4. On your provider's sign-in screen, enter your provider account info and choose Sign In.
'Can't verify your subscription' message?
Go to the Troubleshooting section of the Connect your provider article.
Apple: Restore your app store purchase

If you get Max through the Apple App Store, try restoring your app store subscription.

  1. Open Max on the Apple device where you started your subscription.
  2. Sign out of your account:
    • iPhone or iPad: Choose your profile and then Sign Out.
    • Apple TV: Choose the Settings icon cog (lower left) and then Sign Out.
  3. Choose Sign In.
  4. On your TV, choose Use Your Remote.
  5. On the sign-in screen, choose Restore Purchase. If we find an active Max subscription in the app store, we'll restore it and sign you into your Max account.

'Can't verify your subscription' message

If you get this message, try the following:

  • Make sure you have a Max subscription in the Apple App Store. To do this, open the Settings app on your iOS device and tap your name. Then, tap Subscriptions and find Max in your list of subscriptions.
  • Make sure you're signed in on your Apple device with the Apple ID that has your Max subscription.
  • Check your Apple purchase history. To learn more, go to Apple's Purchase history article.

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