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Sunset115
Level 7

Unable to delete HBO Max original user information on TV

We recently signed up for ATT wireless with HBO Max.

All worked well for 1 month, then unable to stream on any devices. 

I'm now able to stream on phones and an Amazon TV after adding a new customer ID.

Although I can delete the HBO max app on my TCL TV, I can't remove the old account, can't enter a new customer ID. 

I've spoken with customer service at ATT and HBO. 

They were unable to delete, suggested I contact ROKU.

The TCL is our main TV, hoping for some ideas.

Thanks

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12 Replies
makaiguy
Community Streaming Expert

Re: Unable to delete HBO Max original user information on TV

I don't have HBO Max so I can't give detailed instructions, but this is how it would work for the ones I am familiar with.

I'd expect there is somewhere in there where you can log out or disconnect from the account.  Look under something called "profile", "options", "account" or something similar.

Once logged out you would then need to log back in, just as you did when you first installed the app, only this time, log into the new account.

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Roku Streaming Stick+ 3810 | TCL Roku TV 43S245/C107X | Roku Streaming Stick 3600
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renojim
Community Streaming Expert

Re: Unable to delete HBO Max original user information on TV

Also, when you remove HBO Max make sure you restart your TV before adding it back.  You can restart from the Settings menu or just unplug the power for several seconds and plug it back in.

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Sunset115
Level 7

Re: Unable to delete HBO Max original user information on TV

Thank you for both replies.

Unfortunately I've tried delete/restart, without success.

Can play on phones, an Amazon TV.

The TCL Roku won't allow me to sign out of the old account.

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Sunset115
Level 7

Re: Unable to delete HBO Max original user information on TV

Apologies for late reply.

I've deleted app multiple times.

Unable to locate anything that allows a log out on the TCL Roku TV. 

Thanks.

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makaiguy
Community Streaming Expert

Re: Unable to delete HBO Max original user information on TV


@makaiguy wrote:

I'd expect there is somewhere in there where you can log out or disconnect from the account.  Look under something called "profile", "options", "account" or something similar.

Once logged out you would then need to log back in, just as you did when you first installed the app, only this time, log into the new account.


Just to be sure...  I was talking about finding a place in the HBO Max channel app to log out of the original HBO Max account so that you could log back in with your new HBO Max account credentials.

Roku Community Streaming Expert

Help others find this answer and click "Accept as Solution."
Note: I am not a Roku employee, just a user like you.

Roku Streaming Stick+ 3810 | TCL Roku TV 43S245/C107X | Roku Streaming Stick 3600
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malama
Level 7

Re: Unable to delete HBO Max original user information on TV

Did you find a solution for this? I'm having the same problem....

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RokuDanny-R
Roku Employee
Roku Employee

Re: Unable to delete HBO Max original user information on TV

@malama

Thanks for the post.

Can you please clarify the issue you are experiencing?

If you need further assistance with the HBO Max channel authentication issues, you'll want to contact HBO Max support directly to inquire further. Many channels on Roku are developed and maintained by the channel provider themselves. 

You can reach HBO Max support here: https://help.hbomax.com/ContactUs
 

Thanks,
Danny

Danny R.
Roku Forum Moderator
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R-o-k-u_USER
Level 8

Unable to delete HBO Max original user information on TV

There is NO way in Roku to access the HBOMAX profile.  Roku says to ask HBOMAX & you say to ask Roku.  Come on!!!  How do you not program a way to change the HBOMAX account in Roku?

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renojim
Community Streaming Expert

Re: Unable to delete HBO Max original user information on TV

Roku didn't create the channel/app.  It's totally on HBO.

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