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clemsonkelly1's avatar
clemsonkelly1
New Contributor
4 years ago
Solved

HBOMax: Cannot Access using Cox Sign In

I have been trying for seven days to access HBOMax.com    HBOMax says this is a Cox Issue.  Cox says this is an HBOMax issue.  I am able to access Starz.com, MaxGo.com and ShowtimeAnytime.com using...
  • TangledWebLV's avatar
    TangledWebLV
    4 years ago

    Hello Nurse Kelly 🙂

    I have no clue if you have reached your solution and I honestly cant handle reading all the other abusive responses to find out.  I am not sure if I just read them in my head in a nasty tone or if 1/2 the people responding to posts in these forums have confused the site for a platform to show how vast their technical knowledge is and how lacking their social skills are. Sorry, end of rant.  I experienced the same exact problem with just HBO.  My solution was to log in using my husbands Cox log in information because for some reason HBO and COX only communicate about the Primary Account Holder for COX.  I didn't even realize Cox distinguished between my husband and I but apparently they do and their can only be ONE Primary and I guess when we initiated service some 15-20 years ago it was decided he was the Primary.  I tried to change this with Cox as my husband is unfortunately no longer to be an active account participant due to dementia but have been told many times that I can not do so unless I want to give up both his and my cox e-mail address accounts completely and start a brand new customer account with them with me as Primary.  Not even upon my husbands passing can I become primary on the account.  I would have to open new customer account.

    Sorry, TMI - here is a link to some more info on Primary Account Holders:

    www.cox.com/.../understanding-digital-identities-and-account-types.html

    Hope this Helps - Good Luck!

Allan's avatar
Allan
Moderator
@Clemsonkelly1, Sorry for the late response. What error message do you get when trying to access the site? -Allan, Cox Support Forums Moderator.
clemsonkelly1's avatar
clemsonkelly1
New Contributor
4 years ago

I go to HBOMax.com and select Sign In, then Sign In through TV or Mobile Provider, then I select Cox.  That takes me to the HBOMax/Cox sign in page.  I enter my Cox Username and Cox Password (just like I always do for Showtime Anytime, Cinemax Go or any other streaming service).  Then I am taken to Create Your HBOMax Account - First Name, Last name and Email. 

https://play.hbomax.com/register?reentered=true&userProfileType=liteUserProfile&postToTokensPayload=%7B%22grant_type%22%3A%22user_authenticator_login_hbomax%22%2C%22authenticatorLoginData%22%3A%22eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.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.yFZOnlsdgXPPh9gMdD5iILsfchfypwA_sHCIGU-2dqw%22%7D

I enter the First Name, Last Name and Email associated with my Cox Account.  Then I get this error message: 

Your provider account is already registered to HBO Max using another Email Address. If you have access to it, please use that Email Address to setup your HBO Max account below. If you do not have access to your original Email Address, please contact Customer Support.

https://play.hbomax.com/register?reentered=true&userProfileType=liteUserProfile&postToTokensPayload=%7B%22grant_type%22%3A%22user_authenticator_login_hbomax%22%2C%22authenticatorLoginData%22%3A%22eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.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.yFZOnlsdgXPPh9gMdD5iILsfchfypwA_sHCIGU-2dqw%22%7D

If you google this error message you are taken to forums.ATT.com the ATT users have been having the same sign in problems for over two months since HBOMax went live for ATT subscribers.  None of the answers seem applicable but documenting to show you this is a huge issue for HBOMax and they are totally blaming Cox.

https://forums.att.com/conversations/login-support/cant-sign-in-to-hbomax-help-streaming-solutions/5ec6ca87c17a062a43d95c14

  • Andrew_Wees's avatar
    Andrew_Wees
    Contributor III
    4 years ago

    you just use your primary email user name and password no need to create an account

    • clemsonkelly1's avatar
      clemsonkelly1
      New Contributor
      4 years ago

      That is a hard stop for me.  HBOMax asks for First Name Last Name and email on the Create an Account Screen after logging in with Cox Username and Password.  When I enter First Name Last Name and email I get an error message:  Your provider account is already registered to HBO Max using another Email Address. If you have access to it, please use that Email Address to setup your HBO Max account below. If you do not have access to your original Email Address, please contact Customer Support.  Meaning My Cox account is registered to HBOMax using another email address.  That is not possible.  So I have contacted Customer Support at HBOMax and they said it is a Cox issue.  I contacted Cox and it is in Tier # Support but have not heard back,

      • CrystalS's avatar
        CrystalS
        Former Moderator
        4 years ago
        Hello,

        This appears as if you may need someone to look into your account personally. We would definitely be able to assist you with this. Please reach us on Twitter at @CoxHelp, visit us on Facebook, or email us at cox.help@cox.com. Provide us the name on the account with the complete service address with a link to this thread so we can get started.

        -Crystal S. Cox Support Forum Moderator