HBO Max always asks me to choose subscription

[Chloe-W22]

Hi both @Antb73 @purpleparrotuk,

Just wanted to jump in and say thanks for raising this, after some investigation we've discovered a couple things.

This 'activation reminder' screen should only be appearing when you have subscribed to HBO Max outside of Sky. Launching the app will identify you have not activated through Sky and therefor prompt you to choose your subscription.

Seperately we did identify an issue where this screen is cropping up incorrectly. As of yesterday this should now be fixed however if you're still seeing this screen I'd appreciate if you could let me know, and a screenshot of the screen you're seeing would also be really helpful 🤞

[purpleparrotuk]

@Chloe-W22  Thanks for the reply. I have only subscribed to HBO via the Sky app but have changed my subscription tier via the app  a couple of times. 

The screen still appeared at 10pm last night for me. What time was this resolved? I will check again when I get home from work. 

[purpleparrotuk]

@Chloe-W22  Hi. Screen still there this evening. This is the screen. 

 

[Chloe-W22]

Thanks @purpleparrotuk let me fwd this to our support teams and get back to you when I know more. In the meantime I'm sure you're aware if you click 'Maybe later' it'll dismiss this screen in the short term 🙂

[purpleparrotuk]

@Chloe-W22  thanks for your help. The subscription had disappeared in the app now. HBO is not listed under app subscriptions so I can't change tier. 

[purpleparrotuk]

@Chloe-W22 are there meant to be 2 HBOs in the product list? 

[Antb73]

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@Chloe-W22 wrote:

Hi both @Antb73 @purpleparrotuk,

Just wanted to jump in and say thanks for raising this, after some investigation we've discovered a couple things.

This 'activation reminder' screen should only be appearing when you have subscribed to HBO Max outside of Sky. Launching the app will identify you have not activated through Sky and therefor prompt you to choose your subscription.

Seperately we did identify an issue where this screen is cropping up incorrectly. As of yesterday this should now be fixed however if you're still seeing this screen I'd appreciate if you could let me know, and a screenshot of the screen you're seeing would also be really helpful 🤞

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Thanks for the update, but I definitely didn't sign up to HBO Max outside of Sky, I signed up on the day it was launched on Sky. Since then though I did upgrade to the £1 a month tier, but wasn't using it so downgraded to the most basic free version. 

That original issue was happening before I upgraded though. 

I'll update again once I'm able to test it out as I haven't been on there for a few days. 

[stereohaven]

@Chloe-W22 I have posted in the Superuser area, but flagging here for visibility that this issue is also affecting Sky Q and for me, both HBO Max and Disney+.

Activate now

[purpleparrotuk]

@Chloe-W22  Hi. Any update on this please? The screen is annoying. Thanks

[Brill+Gill]

Hi @purpleparrotuk, I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this. 

Just look out for the colourful bubble to start the conversation. Please be aware conversations automatically close if there is no response within 48 hours.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M141
 

[Chloe-W22]

Hi @purpleparrotuk,

This issue should've been resolved, I've escalated your post to one of our Community Messaging advsiers who will reach out to you on the community to gather some of your Stream's details that we can send on to our support teams 😊

Look out for the chat bubble appearing on your screen!

[stereohaven]

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@Chloe-W22 wrote:

Hi @purpleparrotuk,

This issue should've been resolved, I've escalated your post to one of our Community Messaging advsiers who will reach out to you on the community to gather some of your Stream's details that we can send on to our support teams 😊

Look out for the chat bubble appearing on your screen!

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As of last night, this is still happening on Q as well, both Disney+ and HBO Max.

[purpleparrotuk]

@Chloe-W22 Thanks. How long does the chat bubble stay open? I'm at work and can't answer any technical questions until I am near the stream. 

[stereohaven]

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@purpleparrotuk wrote:

@Chloe-W22 Thanks. How long does the chat bubble stay open? I'm at work and can't answer any technical questions until I am near the stream. 

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48 hours.

[Chloe-W22]

@purpleparrotuk it will stay open for 48 hours, so you're welcome to respond when you're at home 😊