HBO Max customer service phone number — definitive guide (now “Max”)

Quick answer and important context

Short answer: there is no single universally published, 24/7 “HBO Max” phone number that handles every issue for every subscriber. In May 2023 the service formally rebranded to “Max” and customer support moved to a centralized help system at https://help.max.com. That site routes queries by account type (direct Max subscription vs. third‑party billing such as Apple, Roku, Amazon, or a cable bundle) and is the authoritative starting point for contact options.

Why this matters: Max separates support flows by billing source to protect your billing records and speed resolution. For many problems you will be offered an immediate chat, an email/ticket with a 24–72 hour SLA, or a scheduled call‑back. Only certain billing routes produce a direct phone number; others require contacting the third party that billed you.

How to get phone support from Max (step‑by‑step)

• Go to https://help.max.com/en-us and click “Contact Us.” Choose the issue category (Streaming, Billing & Plans, Account, Content). The site will show the available contact methods for your account type and may offer chat or an immediate call‑back if phone support is available for that issue.
• If you have a direct Max subscription (card billed by Max/Warner Bros. Discovery), select “Billing & Plans” → “Manage my subscription” → “Contact us” to request a phone call. Typical call‑back windows shown on the site are immediate to within 30 minutes for U.S. customers, depending on volume.
• If your subscription is billed through Apple, Google, Roku, Amazon, or a cable provider, the contact page will instruct you to contact the billing partner directly (Max cannot issue refunds for partner‑billed transactions).

These steps are deterministic: the help flow examines your account metadata (billing source, device, region) and then presents only the phone/chat options Max can support for you. Using the Contact Us flow avoids misdirected calls and speeds up authentication when you do speak to an agent.

Common third‑party billing phone numbers and when to call them

If your Max subscription was purchased through a third party, Max often cannot issue refunds, change payment methods, or cancel the subscription — the partner must. Common partner contact points (U.S.) to have handy are:

• Apple (App Store billing): 1‑800‑MY‑APPLE (1‑800‑692‑7753) — ask for “App Store billing” and provide the App Store receipt ID.
• AT&T (bundled/HBO through AT&T): 1‑800‑288‑2020 — mention the AT&T billing line and the Max subscription charge date.
• Comcast Xfinity: 1‑800‑XFINITY (1‑800‑934‑6489) — if Max is included in a cable bundle, Xfinity handles billing and refunds.

Always check the partner’s billing records for a transaction ID or receipt; partners will require that ID to find the charge. For other partners (Roku, Google Play, Amazon) use their support pages (support.roku.com, support.google.com/play, https://www.amazon.com/gp/help) for the precise routing to chat or phone contact — partners change direct‑call availability frequently.

What information to have before calling

Preparing the right information reduces hold time and accelerates resolution. Whether you call Max or a billing partner, have these items ready: the email on the account, the last four digits of the payment card, the exact transaction date and amount (month/day/year and $ value), device type (e.g., iPhone 14 iOS 17.4 or Roku Express 3930X), and a brief reproduction of the issue (error code text such as ERR‑401 or “black screen on profile switch”).

If you are calling about refunds or unauthorized charges, print or screenshot the bank/credit‑card line item and any in‑app receipts. Agents will ask for verification; providing a screenshot with date/time and the masked card number (****1234) speeds validation and shortens average handle time.

Typical issues, expected response times and escalation path

Typical contact reasons are: billing/charge disputes, sign‑in/account lockouts, streaming errors on specific devices, and content availability questions. Response expectations: live chat or call‑backs are often immediate or within 10–30 minutes; email/ticket replies are normally within 24–72 hours; partner refund requests can take 2–10 business days depending on partner policies and banking rails.

If first‑level support cannot resolve a technical streaming or account issue, ask the agent for an escalation ticket or “technical case number” and a projected SLA. For unresolved billing disputes, request written confirmation of the agent’s decision and the transaction ID so you can follow up with your bank or card issuer if necessary.

Practical troubleshooting you can do before contacting support

Many streaming problems clear without a call. For apps, force‑quit the Max app, restart the device, uninstall and reinstall the app, and confirm the device OS meets minimum requirements (iOS 14+ historically, Android 8+ for many devices — check the Max help page for current minimums). On TVs, a full power‑cycle (unplug 60 seconds) often solves playback stalls and audio sync problems.

For account and billing visibility, log in at https://help.max.com → Account → Billing & Plans to view plan status, next billing date, and explicit billing source. If you see “Billed by Apple” or “Billed by Roku,” follow the partner path — contacting Max directly will only add time because they cannot change partner records.

Closing note

Use https://help.max.com as the canonical first step. If you need phone help, the site’s Contact Us flow will either offer a Max call‑back or direct you to the correct partner phone number. Preparing transaction IDs, device info and account credentials before you call will reduce resolution time.

If you want, tell me the country and whether your Max subscription is billed by Max directly or by Apple/Roku/Amazon/cable — I can then give the precise next step and the exact partner contact URL for your case.