How to contact HBO Max (now Max) customer service — complete, practical guide

Contents

1 How to contact HBO Max (now Max) customer service — complete, practical guide

Overview and important facts

HBO Max was rebranded to Max on May 23, 2023, after the Warner Bros. Discovery merger; many support resources remain under legacy HBO Max addresses but are being consolidated at help.max.com and max.com. If you are trying to reach customer service for billing, streaming quality, device compatibility, or account access, the primary authoritative source is the official Max Help Center at https://help.max.com (and legacy https://help.hbomax.com redirects there).

Because Max operates through multiple distribution partners (Apple App Store, Google Play, Amazon Channels, Roku, cable/ISP bundles), the correct support path often depends on how you subscribe. Historically (2021–2023) subscription tiers ranged roughly between $9.99 and $15.99 per month; prices and tiers change frequently, so always confirm current plan and billing details on your account page at https://www.max.com/account or via the Help Center.

Official contact channels and where to start

Start with the Help Center: https://help.max.com. The Help Center offers guided troubleshooting articles, a searchable knowledge base, and a “Contact Us” workflow that shows the fastest channels available for your account and region. In many countries the site will present an in-app chat, email form, or an option to request a callback; these are prioritized depending on your problem (technical vs billing).

Social support can be effective for visibility: the verified support handle on X (Twitter) is @MaxHelp and Facebook support pages are active. For corporate-level correspondence (rarely used for routine issues) Warner Bros. Discovery’s headquarters address is 1 Warner Bros. Plaza, Burbank, CA 91522, and the corporate switchboard is commonly listed as 818-954-6000; use corporate channels only for escalations or legal/press matters—not for immediate account fixes.

Practical, step-by-step contact options

Use the Help Center’s “Contact Us” path first: it dynamically presents options tailored to your device and subscription. If you subscribed directly to Max (card on file with Max), the Help Center’s chat or email form is usually fastest. If you subscribed via Apple, Google, Amazon, Roku, or a cable/ISP bundle, those providers control billing and you must contact them for refund, cancellation, or charge disputes—Max can help with streaming problems but cannot change third‑party billing records.

Below are the primary web-based and social contact points to try first; use the checklist in the next section before contacting to reduce hold time and speed resolution.

Official Help Center: https://help.max.com — start here for device-specific troubleshooting and to access chat/email options.

Social support: X (Twitter) @MaxHelp and Facebook Messenger via the Max Facebook page — best for public visibility and quick triage.

In-app support: open the Max app > Settings > Help or Contact Us — this often transmits device logs automatically and reduces back-and-forth.

Legacy HBO Max URL: https://help.hbomax.com (redirects / archives) — useful for older troubleshooting articles.

What to prepare before you call or chat

Having the right information at hand reduces resolution time dramatically. Prepare: (1) the email address tied to your Max account, (2) the last 4 digits of the payment method on file, (3) the date and amount of the charge in question, (4) device make/model (e.g., Samsung TV model UN55TU8000, Roku Ultra 4660X), and (5) app version and operating system version (e.g., Max app v7.3.0 on iOS 17.4). For error messages note exact wording or a screenshot.

If your issue is playback or app errors, list steps you have already tried (restarted app, power-cycled device, cleared app cache, tried a different network). If seeking refunds or cancellations, have order IDs or billing statements available (App Store/Google Play/Roku invoice numbers) because third-party providers require their own proof for refunds.

Checklist: account email, payment last‑4, billing date/amount, device model, app & OS version, exact error text/screenshots, distribution partner (if not billed by Max).

Escalation, refunds, and consumer protections

If a frontline agent cannot resolve an issue, request an escalation number or a case/ticket ID. Max support typically generates a case ID you can quote in follow-ups; note that response times for escalated cases vary but industry norms are 24–72 hours. For unresolved billing disputes charged by third parties (Apple, Google, Amazon, Roku), you must open a dispute through that provider—Max will confirm whether the account shows an active subscription but cannot alter the partner’s billing ledger.

If you believe you have a legal or regulatory complaint (unresolved billing after proper channels), you can file a complaint with your local consumer protection agency or the U.S. Federal Trade Commission (FTC) at https://www.ftc.gov. For complaints in the U.S. you may also check Better Business Bureau records for Warner Bros. Discovery / Max for history and resolutions; bring your case ID and timeline when filing formal complaints.

Final tips

Always keep a written log: date/time contacted, agent name, channel, case ID, and summary of outcome. For persistent streaming problems consider reinstalling the app, testing on another device or browser, and verifying your home network speed (Max recommends a minimum of 5–25 Mbps depending on stream quality). When in doubt, the Help Center at https://help.max.com is the single source of truth and will display the most current contact options for your account and region.