Unexpected Max subscription charge

Find support for an unexpected subscription charge.

Charges Q&A

What if the charge amount isn't what I expected?

Depending on your provider, you can choose from 3 subscription plans: Basic with ads, Standard, and Platinum. Plan pricing varies by provider and country. For pricing info, go to Max.com.

If your subscription charge isn't what you expected, here are some possible reasons:

  • Applicable taxes are added to your subscription charge for the country where you started your subscription.
  • You may have a different plan or billing period. Which plan do I have?
  • Your promotional or discounted period may have ended and you were charged the then-current subscription rate.

If none of these reasons apply and your subscription is billed through WarnerMedia Direct Latin America, please contact us for help (instead of your payment service). If you're billed through another company, contact them for help. Find out who bills you.

Why was I charged after I canceled?

If you were charged after canceling your Max subscription, here are some possible reasons:

  • You canceled your subscription too close to your auto-renewal date. Some providers may require you to cancel at least 24 hours before your next billing period starts (this varies by billing provider). If you have questions, please contact your billing provider. Find out who bills you.
  • Your subscription is still active. To make sure you're not charged again, go to Check if your subscription is active.
  • You have multiple accounts and subscriptions. For help finding your accounts, go to Find multiple accounts.
I didn't subscribe. How do I cancel Max?

If you didn't subscribe to Max, find the Max charge on your bank statement and find who charged you below:

  • An app store (e.g. Apple or Google): Cancel the Max subscription in the app store or contact their customer support for help.
  • help.max.com: Take note of the date and charge amount and contact us for help. Be sure to have your payment information handy.
I was charged twice. What should I do?

If you're seeing multiple charges each month, you might have multiple accounts (each with an active subscription). For help finding your accounts, go to Find multiple accounts.

Troubleshooting

Find out who bills you

Here's how to find who bills you for Max:

  1. Do one of the following:
    • Web: Go to max.com/subscription and sign in to your account. Can't sign in?
    • Phone, tablet, or computer: In Max, choose your profile and then Subscription.
    • TV device: In Max, choose the Settings icon cog (lower left) and then Subscription.
  2. Here you'll find who your subscription is billed through (top of screen).

You can also check your bank statements or ask your internet, mobile, or TV provider if they bill you for Max.

Check if your subscription is active

To find out if your Max subscription is still active, choose your billing provider below:

WarnerMedia Direct Latin America

Sign in at max.com/subscription. If your subscription has been canceled, there will be an option to Resume Your Subscription (instead of Cancel Your Subscription).

Amazon Appstore (Brazil and Mexico only)

Sign in at amazon.com/appstoresubscriptions and find your Max subscription. If your subscription has been canceled, there won't be an auto-renewal date.

Amazon Prime Video Channels

Brazil and Mexico only: Sign in at amazon.com/video/subscriptions/manage and find your Max subscription. If your Max subscription has been canceled, there will be a subscription end date.

Apple

Open the Settings app on your iPhone or iPad. Choose your name and then Subscriptions. If your Max subscription has been canceled, there will be a subscription end date (and there won't be a cancel option).

Google Play

Sign in to your Google account at g.co/play/subscriptions and find your Max subscription status.

Roku

Sign in to your Roku account at my.roku.com/account/subscriptions and find your Max subscription status.

Samsung

Sign in to your Samsung account at samsungcheckout.com. Then, go to Purchase History and choose Subscriptions.

Other provider

Sign in to your internet, mobile, or TV provider account and check the status of your Max subscription. If you need help, contact your provider.

Cancellation confirmation
Some billing providers send you an email when you cancel a subscription. Check your inbox for an email that confirms the cancellation of your Max subscription.
Find multiple accounts

Here's how to find out if you have multiple accounts:

  1. Open Max on each device that you use.
  2. On each device, do one of the following:
    • Phone, tablet, or computer: Choose your profile and then Account.
    • TV device: Choose the Settings icon cog (lower left) and then Account.
  3. Take note of your account email.

Did you find more than one account email?

Yes, I found multiple accounts

Here's what to do:

  1. For each account, do one of the following:
    • Phone, tablet, or computer: Choose your profile and then Subscription.
    • 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.
  3. Decide which subscription you want to cancel and follow the cancellation steps for your billing provider.
No, I didn't find multiple accounts

If you're signed in with the same account on all devices and you're seeing multiple charges each month, contact us for help. When you contact us, be sure to have the following info handy:

  • Your account email address
  • Info about charges on your credit or debit card