HBO Max (Max) customer service phone number — United States: complete guide

Short answer: there is no single universal phone number

As of June 2024, Max (the service formerly known as HBO Max) does not publish one universal direct-phone help line that covers every possible issue for every customer in the U.S. Instead, Max routes most customer-service interactions through its online Help Center (help.max.com), in-app chat, and provider-specific billing partners. This means the fastest and most reliable path for account troubleshooting is usually the Help Center or the in‑app “Contact Us” flow where you can initiate chat, submit a ticket, or request a callback.

For legacy HBO cable and satellite customers who still have traditional HBO subscriptions (not direct Max subscriptions), HBO’s legacy customer support line remains a useful starting point: HBO Customer Service at 1‑800‑531‑5000. If your subscription or billing is handled by Apple, Amazon, Roku, Comcast/Xfinity or another third party, you will frequently need to contact that provider directly; those providers control billing and refunds for in‑app purchases.

Where to find official Max support online and in the app

The primary authoritative resource is Max’s Help Center: https://help.max.com. That site contains guided troubleshooting articles for login issues, streaming problems, device compatibility, coupon and promotional questions, and step‑by‑step cancellation instructions. The Help Center also includes links to file support tickets and to initiate an in‑app chat when applicable.

From your device: open the Max app, go to Settings or Account > Help/Support > Contact Us. The in‑app route will often attach diagnostic data (device model, app version, streaming logs) to your ticket, which dramatically reduces resolution time. If you prefer email or chat transcripts, request an email copy of the ticket when you finish the interaction so you have a reference number for later escalation.

Phone numbers by billing provider (common cases)

• Apple App Store (iOS subscriptions and in‑app purchases): Apple Support — 1‑800‑MY‑APPLE (1‑800‑692‑7753). Apple controls refunds for App Store subscriptions and handles charges processed through your Apple ID.
• Amazon Channels / Prime Video Channels (subscriptions billed through Amazon): Amazon Customer Service — 1‑888‑280‑4331. Amazon manages subscriptions purchased through Prime Channels and processes refunds and billing disputes for those charges.
• Comcast Xfinity (bundled HBO/Max via cable package): Xfinity Customer Service — 1‑800‑XFINITY (1‑800‑934‑6489). If your provider bundled HBO/Max as part of your cable/satellite package, that provider must modify or cancel the subscription on their end.

Note: Google Play, Roku, and some MVPDs often require that you use their online support to obtain callbacks or chat; they may not publish a single direct phone number for all cases. Always verify the biller listed on your credit-card or bank statement — that identifies which partner is authorized to change or refund the subscription.

What to have ready before you call or chat

• Account email address used to sign in, exact username/display name, and the last four digits of the card on file or the payment method statement descriptor (for example: “MAX*” or the third‑party vendor shown on your bank statement).
• Exact error messages, device model (e.g., Apple TV 4K, Roku Ultra), app version, last date/time of the failed stream or charge, and one or two screenshots or short video clips if you have them.
• Order/transaction ID or the last charge date and amount (MM/DD/YYYY and $xx.xx). If you’re seeking a refund, note whether you purchased directly from Max or through a third party — refunds are processed by the original biller.

How issues are typically handled and escalation paths

When you contact support, the initial agent will attempt identity verification (email, billing details) and run through device-specific troubleshooting (app reinstall, sign out/in, clear cache, test on another device). For streaming interruptions, support will check service status, known outages, and may ask you to perform a controlled test (try mobile network or a different Wi‑Fi, reboot modem). Average resolution time for simple login or playback issues is often under 30 minutes in chat, but complex billing disputes can take several days.

If the first‑level agent cannot resolve your case, ask explicitly to escalate to a specialist or supervisor and get an escalation/ticket number. For billing disputes handled by third parties (Apple, Amazon, cable provider), escalate with that provider — Max support can open tickets but cannot directly refund charges billed by Apple or Amazon. Keep all ticket numbers and timestamps; if you need to escalate to a regulatory or payment dispute (bank/issuer chargeback), those references accelerate resolution.

Cancellation, refunds, and pricing — practical details

As of mid‑2024, Max U.S. pricing commonly appears in two consumer tiers: Max with Ads (~$9.99/month) and Max (ad‑free) (~$15.99/month). Prices change, so confirm current rate at https://www.max.com/signup or inside your account management page. If you cancel a direct subscription with Max, your access typically continues until the end of the paid billing period; Max’s policy on pro‑rated refunds is limited — refunds are usually only provided under specific circumstances and often handled by the billing partner.

If you want to cancel and receive a refund, first identify the original biller (Max, Apple, Amazon, Roku, your cable provider). For Apple and Amazon in‑app billing, request the refund directly from Apple or Amazon — these companies have documented refund request processes and timeframes. For cable/satellite bundles, contact the provider’s retention or billing department; if they improperly billed you, request an internal investigation and an account credit reference number.

How do I cancel HBO Max on my phone?

5. Purchased via Google Play Store

1. Open the Google Play Store app on your Android device.
2. Tap on your Profile Picture in the top right. This will open your Profile Menu.
3. Tap Payments and Subscriptions.
4. Tap Subscriptions.
5. Tap Max.
6. Tap Cancel Subscription.

How do I connect to HBO Max?

Open the HBO Max app on your phone or tablet. If you’re not signed in, sign in, then close and reopen the HBO Max mobile app. Choose Allow in the HBO Max mobile app and you’ll be signed in on your TV. On your TV, choose who’s watching and you’re ready to stream.

Can you get HBO Max on a phone?

You can stream HBO Max on phones, tablets, computers, TVs, streaming players, set-top boxes, and game consoles. To start streaming today, install the HBO Max app or go to HBOMax.com on your computer.

How to dispute HBO Max charge?

An app store (e.g. Apple or Google): Cancel the HBO Max subscription in the app store or contact their customer support for help. help.hbomax.com: Take note of the date and charge amount and contact us for help. Be sure to have your payment information handy.

How to fix HBO Max subscription?

Clear the app cache and update to the latest version. Reset your password via the ‘Forgot Password’ option. Ensure your device’s date and time settings are correct. If issues persist, uninstall and reinstall the app. Contact HBO Max support with payment proof for account verification and resolution.

How do I contact HBO customer service by phone?

Find HBO customer service contacts, including email ([email protected]), call center (+1 855-942-6669), and social media support.