Fix an HBO Max subscription issue

If you're getting a Welcome back message when you open HBO Max, try the solutions below.

Make sure your HBO Max subscription is active. Here's how:

In HBO Max, do one of the following:
- Phone, tablet, or computer: Choose your profile and then Subscription. Can't sign in?
- TV device: Choose the Settings icon and then Subscription.
  (Only Adult profiles can manage subscriptions.)
Here you'll find who your subscription is billed through (top of the screen).
If your subscription is active and billed through HBO Max directly, you’ll find your upcoming payment date. Otherwise, find who your subscription is billed through below:
- Amazon Appstore: Sign in at amazon.com/appstoresubscriptions and find your HBO Max subscription status.
- Apple: Open the Settings app on your iOS device, choose your name, then Subscriptions, and find your HBO Max subscription status.
- Google Play: Sign in at g.co/play/subscriptions and find your HBO Max subscription status.
- Roku (France and Germany only): Sign in at my.roku.com/account/subscriptions and find your HBO Max subscription status.
- Samsung TV: Sign in at samsungcheckout.com, then go to Purchase History and choose Subscriptions.
- Other provider: Sign in to your internet, mobile, or TV provider account to check the status of your HBO Max subscription. If you need help, contact your provider.

If your HBO Max subscription is active, try signing out of HBO Max (the next solution).

If you get HBO Max through the Apple App Store, try restoring your app store subscription.

Open HBO Max on the Apple device where you started your subscription.
Sign out of your account:
- iPhone or iPad: Choose your profile and then Sign Out.
- Apple TV: Choose the Settings icon and then Sign Out.
Choose Sign In.
On your Apple TV, choose Use Email Address.
On the sign-in screen, choose Restore Purchase. If we find an active HBO Max subscription in the app store, we'll restore it and sign you into your HBO Max account.

If you get this message, try the following:

Make sure you have an HBO Max subscription in the Apple App Store. To do this, open the Settings app on your iOS device and tap your name. Then, tap Subscriptions and find HBO Max in your list of subscriptions.
Make sure you're signed in on your Apple device with the Apple Account that has your HBO Max subscription.
Check your Apple purchase history. To learn more, go to Apple's Purchase history article.