Forum Discussion

Monsterji's avatar
Monsterji
Channel Surfer
2 years ago
Solved

MAX login password length

I have MAX (formerly HBO) on Roku Streambar. When I try to login on MAX, Roku does not take the password (it's 8 characters long) and returns an error message saying that I have to enter a 10 charact...
  • RokuTakashi's avatar
    RokuTakashi
    2 years ago

    Hi Monsterji,

    Welcome to the Roku Community!

    Thanks for letting us know about your MAX login issues. Regarding this, it might be a better option to contact the channel provider's support directly to inquire further and let them know about the issue you have experienced. Most channels on the Roku platform are developed and maintained by the channel providers themselves.

    Thanks,
    Kash

  • RokuAustin's avatar
    RokuAustin
    2 years ago
    BF2023 wrote:

    Hey, Kash, this is a Roku problem not a Max problem. Everyone on this forum has said they have no problem logging in under any other platform. So don't try and pass it off onto someone else. Roku needs to fix it.

    Hi all,

    Channel partners develop and maintain their own channels and their customer credentials. We have no control over partner customer credentials. It's possible that Max has made a new password requirement and it isn't being properly messaged on their Roku channel.

    We have escalated this with our friends at Max. In the meantime while waiting for the channel partner to update their channel, please use the QR workaround above, or change your password so you'll be able to get access asap. We apologize for the inconvenience and appreciate this issue being brought to our attention! 

    Thanks for understanding!

    Austin

  • RokuJechealR's avatar
    RokuJechealR
    2 years ago

    Hi amyash,

    Thanks for your first post in the Roku Community!

    Please be advised that channel logins and authentications are handled directly by the channel developer. It might be better to contact the channel provider's support team to inquire further and let them know about the issue you are experiencing.

    Most channels on the Roku platform are developed and maintained by the channel providers.

    All the best,
    Chel

BF2023's avatar
BF2023
Newbie
2 years ago

Hey, Kash, this is a Roku problem not a Max problem. Everyone on this forum has said they have no problem logging in under any other platform. So don't try and pass it off onto someone else. Roku needs to fix it.

RokuAustin's avatar
RokuAustin
Community Manager
2 years ago
BF2023 wrote:

Hey, Kash, this is a Roku problem not a Max problem. Everyone on this forum has said they have no problem logging in under any other platform. So don't try and pass it off onto someone else. Roku needs to fix it.

Hi all,

Channel partners develop and maintain their own channels and their customer credentials. We have no control over partner customer credentials. It's possible that Max has made a new password requirement and it isn't being properly messaged on their Roku channel.

We have escalated this with our friends at Max. In the meantime while waiting for the channel partner to update their channel, please use the QR workaround above, or change your password so you'll be able to get access asap. We apologize for the inconvenience and appreciate this issue being brought to our attention! 

Thanks for understanding!

Austin

  • mysteryduckman's avatar
    mysteryduckman
    Newbie
    2 years ago

    Hi RokuAustin,

     

    I just wanted to share that I am a new Roku member and having the same issue! Love the device/services besides not being able to log in. And I do not necessarily want to change the password 

    • RokuAustin's avatar
      RokuAustin
      Community Manager
      2 years ago
      mysteryduckman wrote:

      Hi RokuAustin,

       

      I just wanted to share that I am a new Roku member and having the same issue! Love the device/services besides not being able to log in. And I do not necessarily want to change the password 

      Hi there, and welcome! We've alerted the channel engineering team over at Max that their app is experiencing this issue. Hopefully, this is solved soon on their end. In the meantime, TetonTech above posted a workaround. You can also use the screen mirroring function from the Max mobile app. Or, you'd want to change the password to get access. Max is a new channel and we're sure they'll get the kinks ironed out soon. 

      Thanks,

      Austin

      • Rx4ac's avatar
        Rx4ac
        Newbie
        2 years ago

        Hey Roku,

        Im extremely disappointed that Roku isn't aggressively addressing this problem, as I use several other platforms and none experience this same issue. For some reason the QR didn't even pop up as an option for me and screen mirroring is a ridiculously cumbersome solution. I'm also too stubborn to change my password that would then require me to log in again to all my other apps and platforms.

        Please address this or your users will start to look elsewhere for the already cheaper alternatives to streaming platforms.

  • Johnnychico's avatar
    Johnnychico
    Newbie
    2 years ago

    That’s entirely untrue. My login works perfectly fine on a fire stick as well as my phone. It only doesn’t work on Roku. Don’t try and pass off your bugs on someone else. 

    • RokuAustin's avatar
      RokuAustin
      Community Manager
      2 years ago
      Johnnychico wrote:

      That’s entirely untrue. My login works perfectly fine on a fire stick as well as my phone. It only doesn’t work on Roku. Don’t try and pass off your bugs on someone else. 

      Hey Johnny! We're going to have to push back here as we don't program any apps for our channel partners. They likely will have different app packages depending on the platform and these apps are entirely handled by the channel partner.

      We've alerted the channel's engineering team to get this resolved. We apologize for the inconvenience. In the meantime, try one of the aforementioned workarounds, casting from your mobile device, or updating your password.

  • mpschmikey's avatar
    mpschmikey
    Reel Rookie
    2 years ago

    Several weeks later… this is STILL an issue on the Max app!

  • Coltonloftus's avatar
    Coltonloftus
    Newbie
    2 years ago

    The thing with this is it’s not all roku devices. I can log into max on my roku tv but on on my express+ device 

    • RokuAustin's avatar
      RokuAustin
      Community Manager
      2 years ago

      Roku TV and Roku devices will use different channel packages. 

      Max believes the issue has been identified and will be solved in a future channel update around the corner. The channel will update automatically once available. In the meantime, please use one of the workarounds mentioned in previous posts on this thread, or update your password to use 10 or more characters. We apologize for the inconvenience. Thanks for alerting us to this issue so that we could escalate with the channel partner. 

      • Lestat568's avatar
        Lestat568
        Newbie
        2 years ago

        What does around the corner mean - when will the 9 digit requirement be fixed?  Seems like closing the solution is premature until it’s actually fixed!

  • Fyrlyt69's avatar
    Fyrlyt69
    Reel Rookie
    2 years ago

    So we have to be inconvenienced by changing the password on all of the other devices because roku and MAX can't get this right. 

    But you made sure your billing worked just fine. Suspend billing until it is fixed. 

    • Fyrlyt69's avatar
      Fyrlyt69
      Reel Rookie
      2 years ago
    • Km29's avatar
      Km29
      Channel Surfer
      2 years ago

      Did you read through all the replies? There is a workaround - at least it worked in my 4K stick and for some others in this thread. 

      • Bring_back_HBO's avatar
        Bring_back_HBO
        Newbie
        2 years ago

        Where is “providers” mentioned in the temporary fix. Not seeing anything that provides a QR code / number…

        we are signed in on so many other devices… changing password would be such a pain to fix a… Max problem. Just when you thought the HBO Max rebrand couldn’t suck more 😂

  • Mmaengine's avatar
    Mmaengine
    Newbie
    2 years ago

    How the **bleep** is this still a problem?