Max, formerly known as HBO Max, is the premium streaming service from Warner Bros. Discovery. The rebrand in 2023 from HBO Max to Max caused widespread account and billing confusion. This independent guide helps clarify those issues and provides device setup instructions.
Common Max Billing Issues
1. HBO Max to Max Transition Confusion
In 2023, HBO Max became "Max." Existing subscribers were automatically transitioned, but some users found their apps stopped working or required reactivation. If your old HBO Max app no longer works, you'll need to download the new Max app and log in with your existing credentials.
2. Charged Through a Cable or Internet Provider
Many Max subscribers received the service as part of an AT&T, Spectrum, or other provider bundle. If you're unsure why you're being billed, check with your internet or cable provider. Cancellation must also happen through that provider, not through Max directly.
3. Ultimate Plan vs. Ad-Free vs. With Ads
Max offers three tiers: With Ads (lower cost), Ad-Free (mid-tier), and Ultimate (highest cost with downloads and 4K). If you're being charged more than expected, confirm which tier you're subscribed to in your Max account settings.
4. Simultaneous Stream Limits
Max's With Ads and Ad-Free plans allow 2 simultaneous streams. If multiple people in different locations are trying to use the same account, you may need to upgrade to the Ultimate plan (3 streams) or create a separate subscription.
5. Account Locked or Suspended
If your account has been suspended due to a payment failure, your access will be cut off even if the billing period hasn't ended. Update your payment method in your Max account settings to restore access.
Setting Up Max on Your Devices
Max on Smart TV
- Open your Smart TV's app store and search for "Max."
- Install the Max app (not the older HBO Max app, if available).
- Open Max and select "Log In."
- Enter your email and password, or use the TV activation code method at max.com/activate.
Max on Roku
- From the Roku Channel Store, search for "Max."
- Add the Max channel to your Roku device.
- Open the channel and select "Log In."
- Visit max.com/activate on a phone or computer and enter the code shown on your TV screen.
Max on Amazon Fire TV
- Search for "Max" in the Fire TV store using the search icon or Alexa voice search.
- Download and install the Max app.
- Open Max and choose to log in with your existing account.
- Enter your credentials or use the activation code at max.com/activate.
Device Compatibility
- Supported Devices: Roku, Amazon Fire TV, Apple TV, Chromecast, Samsung/LG/Vizio Smart TVs, PlayStation, Xbox, iOS, Android.
- 4K Content: Available on the Ultimate plan with compatible devices and a connection speed of at least 25 Mbps.
- Downloads: Offline downloads are available only on the Ultimate plan through the iOS or Android app.
Need Help With Your Max Account?
Our independent support line can walk you through billing questions, account issues, and device setup for Max streaming.
Call Independent Support: 1(888) 819-3660Frequently Asked Questions
Why can't I log into Max with my old HBO Max password?
During the transition from HBO Max to Max, some users were required to reset their passwords or create new credentials. Try using the "Forgot Password" option on the Max login page to reset access.
Why am I being billed by AT&T for Max?
AT&T previously bundled HBO Max (now Max) with certain wireless and fiber plans. If you're seeing Max charges on your AT&T bill, this is likely part of your plan. Contact AT&T billing directly to clarify if Max is included or if you're being charged separately.
Can I share my Max account with family?
Max's terms of service specify that accounts should be used within a single household. Sharing with people outside your home may violate the service terms. Check Max's current household sharing policy for the most up-to-date rules.
How do I cancel Max that I subscribed to through Amazon?
If you subscribed through Amazon Prime Video Channels, cancel via your Amazon account under "Memberships and Subscriptions." Do not cancel through the Max website, as that subscription is controlled by Amazon.