Forum Discussion

Kory1's avatar
Kory1
Newbie
8 months ago

Unable to login to Max app

I can't log into max on any of my ROKU devices. I have the max on my phone and 2 firesticks. They all work fine and I can log in and out of them like normal. When I try to login to max on my Roku devices, at first it seams ti work fine. As soon as you click on a show to watch it says you have to sign into your provider. I follow the instructions and then max says I have to create an account. If you do create an account it says I already have a account. Then I get logged out and the process starts all over. I have deleted and reinstalled the app and updated my roku device. Not sure what to do now....

app login

27 Replies

  • Zandoaxr's avatar
    Zandoaxr
    Newbie
    7 months ago

    I was able to fix the exact same problem with my Roku by contacting HBO Max using the following method I found on the internet:

    "The phone number for HBO Max customer service is (855) 942-6669. This isn't actually listed anywhere on HBO Max's website. However, that number is listed on Xfinity's, and I was able to confirm it by calling it myself.

    Looking for technical support, all I had to do was dial that number and press "2" when I hit the first set of branching options in the phone tree."

    After describing my problem, the person helping me disconnected and reconnected Max on their end and then walked me through reconnecting to Max on my Roku.  It worked!  Good luck to the rest of you.

     

  • RokuCarly's avatar
    RokuCarly
    Community Moderator
    8 months ago

    Welcome, Kory1 jpvr!

    We're grateful to have you here in the Roku Community.

    Thanks for reaching out and letting us know about the login issues you're currently experiencing with the Max app on your Roku streaming devices. We'd like to provide further information about this and help you contact the right Support.

    Since this is an authentication issue within the Max app, we highly recommend directly coordinating this with the channel provider, as they develop and maintain their app on the Roku streaming platform independently. They have access to your subscription account, so they can help you further.

    You may reach them here for further assistance: Max Support | Contact Us

    We hope this will be sorted out soon.

    Best regards,
    Carly

    • jpvr's avatar
      jpvr
      Reel Rookie
      8 months ago

      Recently Max will not keep me logged in on multiple Rokus in the same house/on the same network. Every time I move to a different TV I have to log in again. I can't remove the app and reinstall it - I have to cancel my subscription in order to remove it, and I don't want to risk losing my lists. Any ideas?

      • HisSvt2's avatar
        HisSvt2
        Roku Guru
        7 months ago

        I spoke on the phone with MAX support and have an open ticket for this very issue it’s specifically only on Roku devices . In MAX web account you can see they have a device issue you can sign in as many Roku devices and it only ever shows one Roku sign in unlike other devices where it shows each individual device. 

        ROKU and MAX need to sort this I have 7 Roku devices in house and pre pay a year on MAX and it’s the only app doing this! And the worst part there is NO quick QR sign in!

    • arsenalkid's avatar
      arsenalkid
      Newbie
      8 months ago

      I have the same issue with the authentication of my account. You need an update to your max app on roku. It all works fine in the phone and firestick. It's obviously a Roku issue. Plus the advice of reaching out to max is pointless because they have a robot chat issue solver that doesn't have this option as an issue so you get nowhere with them. Please fix

      • RokuCarly's avatar
        RokuCarly
        Community Moderator
        8 months ago

        Welcome, arsenalkid!

        We're grateful to have you here in the Roku Community.

        We appreciate you letting us know about this. Since the channel provider of the Max app manages and maintains its app on the Roku streaming platform independently, it is also responsible for authentication issues like this. 

        Furthermore, please be informed that they also manage their app outside of the Roku streaming platform. We don't have access to their operating system, most importantly channel logins, which is why it is highly recommended to coordinate this directly with them. 

        You may reach them here for further assistance: Max Support | Contact Us

        We hope this will be sorted out soon and thank you for your kind understanding.

        Best regards,
        Carly

  • Mskitty86's avatar
    Mskitty86
    Newbie
    7 months ago

    I subscribed long ago to max threw the app on my phone. I just got roku and it won't let me log into it on roku. 

    • JWS9518's avatar
      JWS9518
      Roku Guru
      7 months ago

      Have you downloaded the app onto the Roku?

       

      If it is already installed on Roku, uninstall it, reboot the Roku and try reinstalling the app.

    • makaiguy's avatar
      makaiguy
      Community Streaming Expert
      7 months ago

      Be sure you try to log in with the username (probably email) and password known to the MAX account, not with your Roku credentials.

    • PaisleyPillow's avatar
      PaisleyPillow
      Reel Rookie
      7 months ago

      This is a Roku issue that needs to be fixed. I can log in to MAX on all my other devices except the Roku. Wants me to connect to my provider but when I do it tells me my email is already in use. Something is broken on the Roku MAX app. 

  • PaisleyPillow's avatar
    PaisleyPillow
    Reel Rookie
    7 months ago

    I’m having this exact same issue with the MAX app on Roku. This is definitely a Roku issue. Max works just fine on phone, browser, and tablet. Only Roku won’t let me sign in. Exactly as described in previous posts. Super annoying 

    • RokuRiamie-D's avatar
      RokuRiamie-D
      Community Moderator
      7 months ago

      Hi PaisleyPillow,

      Thank you for posting in the Roku Community!

      We understand that you are having trouble accessing your Max channel subscription on your Roku device. Although you are able to access your Max channel subscription on other devices or platforms, the Max channel provider controls the app.

      It's best to coordinate this directly with their Support team as they develop and maintain their app independently on the Roku streaming platform.

      Thank you for your understanding.

      Regards,
      Riamie

  • FiddlyBits's avatar
    FiddlyBits
    Newbie
    7 months ago

    This has NOT BEEN TRU since 2023 !!

    The Problem still exists - ROKU says it is in NEWMax's hands.   

    FIX IT ! (I am tired of re-entering my Credentials everytime.

    • RokuRiamie-D's avatar
      RokuRiamie-D
      Community Moderator
      7 months ago

      Hi FiddlyBits HisSvt2,

      Thanks for posting in the Roku Community!

      We appreciate you reporting your experience with the Max application, specifically regarding the sign-in issue.

      We recommend that you contact Max channel support, as this appears to be an authentication issue within the Max app. Please note that they independently develop and maintain their app on the Roku streaming platform.

      You can contact them here for further assistance: Max Support | Contact Us

      Thank you for your understanding and cooperation.

      Regards,
      Riamie

      • Imlynn's avatar
        Imlynn
        Newbie
        6 months ago

        We have the same issue past few months. Called HBO Max two times and got nowhere. It’s definitely a Roku specific issue. And Roku don’t tell me to call Max again because clearly that gets me nowhere. Please reach out to them to try to get this fixed. It’s super frustrating to be paying $ for an account that I can’t access on my Roku devices!!