Procedure - HBO Max on Foxtel

Contents:  

1. Description
2. Rules
3. Task
4. Managing activation queries
5. Changing HBO Max subscription
6. Customers who have activated their HBO Max account through another third-party service
7. Cancelling a HBO Max through Foxtel plan
8. Support links
   
    

1. Description

From Monday 31 March 2025, Foxtel residential customers with an internet enabled iQ3, iQ4 or iQ5 box will be able to access HBO Max through their box. The HBO Max Basic With Ads plan will be included with the Platinum 2024, Foxtel Plus 2024 or Platinum Plus packages.

Note: iQ2 and below customers will need to be upgraded to either an internet enabled iQ4 or iQ5 to be able to access the HBO Max app.

 

2. Rules

Registering HBO Max on Foxtel boxes
HBO Max can be registered on any active iQ3, iQ4 or iQ5 Foxtel box on the customer’s account. Once registered, HBO Max can also be accessed on any active internet connected iQ3, iQ4 or iQ5 Foxtel box via the HBO Max app in the home screen.

Agents are not to sign up for an account on behalf of the customer
Creating an account on behalf of the customer is a breach of their privacy and security. Instead, recommend a family or friend who can assist them to sign up. 

Disconnected HBO Max customers reconnecting through Foxtel
Customers who are reconnecting their HBO Max service through Foxtel and using the same email as the previously active HBO Max account, will receive a one-time passcode to their previously active email address. HBO Max will recognise the customer from their previous credentials.

Existing HBO Max customers switching to Foxtel
During the activation process, HBO Max will advise that there is an existing service and it will be switched over to Foxtel:

• The customer will continue to receive their existing HBO Max tier until their HBO Max billing period concludes.
• Customers will revert to HBO Max Basic With Ads after their billing period concludes and then have the opportunity to upgrade using the change options process available via their My Account (available later on in the year) or contacting Foxtel directly.

Changing HBO Max account emails and passwords
Customers are able to update their HBO Max registered email and password using the account settings on the HBO Max website. Customers will receive a one-time passcode to the active email at the time of the email change being initiated.

This will not disrupt their account and also will not require services to be disconnected.

Pausing and Resuming HBO Max services
If a customer suspends their Foxtel service or enters collections, they will lose access to their HBO Max Basic With Ads plan. Once their Foxtel is restored customers can re-register their HBO Max account using the Foxtel registration process using the same credentials used when originally registering.

Ensure customer has the most up to date box software for their iQ3, iQ4 or iQ5 to support Release 21

• iQ3 satellite - 20.0.10.3
• iQ4 satellite/internet - 20.0.10.4
• iQ5 satellite/internet - 20.0.10.5

EPG code:

• EPG Code - 46012f9

The EPG code can be found via: Setting>Advanced Settings>System Details>EPG Software version.

Note: If a customer is reconnecting to their HBO Max account using the same email, it will be recognised and can be reactivated using the same information after a one-time pass code is sent to the registered email address.

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3. Task

Customers will follow one of two methods when registering their Max account through Foxtel.

 

3.1 Activating a new HBO Max account through Foxtel

Note: Following this process will register and log in HBO Max on all the customers Foxtel boxes (including legacy boxes when upgraded).

1. Access the HBO Max app via an internet connected iQ3, iQ4 or iQ5 box.

 

2. Select 'Get Started' on the screen.

 

3. If the customer already has an HBO Max account, they then must enter their email address (Note: this will begin a separate process covered later). New customers are to enter their email address available in our system.

4.  Customers then must enter their first and last name select 'continue'.

 

5. HBO Max will then ask the customer to once again confirm their email address. Once done select 'create account'. 

 

6. A welcome message will present confirming their email, current plan and that it is subscribed through Foxtel. Customers finish the process by selecting 'start streaming'.

Note: 

• Customers will not be asked to input any credit card details throughout this Foxtel registration and sign-up process. 
• After activating the HBO Max subscription via the iQ3, iQ4 or iQ5 set top box, customers can use their HBO Max subscription on other devices (e.g. iPad) Customers will need to sign in using the email address used to sign up. If the HBO Max subscription doesn't have a password, a one time code is sent to the customers email to authenticate. After inputting the one time code, the customer will be prompted to add a password.

3.2 Customers who register and already have HBO Max
 

Customers who already have an HBO Max account and go to activate their service via their box will need to follow this process: 

Note: Customers who migrate from another third-party HBO Max promotion will follow this same process and prompted with a one-time code if their email is registered to an existing HBO Max account. 

1. Select the HBO Max tile from their internet connected iQ3, iQ4 or iQ5 box. 

2. Select 'get started' in the app. 
   
    

 

 

3. The customer enters their email address and select 'continue'. 
   
    

 

 

4. If the email is registered with an existing HBO Max account, it will prompt a one-time code that will be sent to that email. The customer should access their email and enter the code and select 'submit'.
    

 

 

5. The next message that will appear will prompt the customer if they are ready to connect their account and select 'confirm'.
   
    

6. A confirmation message will appear confirming the customer has linked their HBO Max account, the plan their service will be on and that they are subscribed through Foxtel. 

 

Note: Customers will not be asked to input any credit card details throughout this Foxtel registration and sign-up process. 

3.3 Accessing HBO Max from Warner Bros. content in the user interface

Customers can also access HBO Max via Warner Bros. content being listed in the user interface on internet connected iQ3, iQ4 and iQ5 boxes. Customers will either:

 

1. Register their Foxtel account and create a HBO Max account.
2. Sign into HBO Max with their credentials.
3. If already signed in, customers will be taken straight to the selected content.
   
    

Note: Customers will be able to access the HBO Max app directly through content tiles on their internet connected iQ3, iQ4 or iQ5 boxes.

 

 

 

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4. Managing activation queries

While attempting to activate the HBO Max service, customers may encounter an error or have issues in registering their HBO Max service. Customers impacted by this will see a prompt that says 'Having Trouble Logging In', from here customers need to select 'sign in':

Once selected, there will be a QR code that customers can scan that will link over to the HBO Max FAQ's page on the Foxtel website where they can troubleshoot their issues. 

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5. Changing a HBO Max subscription

Customers' HBO Max subscription is managed in CORE by selecting Change Options. HBO Max subscription information will be available from the package summary screen in CORE.

 

Note: CORE will not display whether a customer has or hasn't registered and created their HBO Max account. This means that when you are processing a tier change for HBO Max in CORE, you must confirm with your customer that they have successfully set up HBO Max through their Foxtel box as we will continue to charge for the tier upgrade regardless once the order has been processed.

 

5.1 How to identify HBO Max?
HBO Max will appear for all Foxtel residential customers in the account summary in CORE. The subscription tier upgrades will also appear on the account summary screen with their corresponding costs.

Note: You must avoid proactively discussing this with customers as those who have an iQ2 box and below will not have access to the HBO Max app.     

 

5.2 How to change a HBO Max tier?
Tier upgrades will continue to appear for all customers in the specialty channel page of change options. Make sure your customer has access to HBO Max via an internet connected iQ3, iQ4 or iQ5 box.

Step 1: Select the change options from the CORE account summary screen.

 

Step 2: Select "Max Standard upgrade" under Specialty Channels.

 

Step 3: Select "Max Premium upgrade" under Specialty Channels.

5.3 HBO Max upgrade restrictions
CORE will stop all HBO Max plan upgrades where the customer has not yet activated their HBO Max Basic with Ads plan. An error will appear when:

1. Upgrading or Downgrading a HBO Max subscription before customers HBO Max subscription is activated during a Change order
2. Upgrading or Downgrading a HBO Max subscription before customers HBO Max subscription Is activated during a Service Move
3. Upgrading or Downgrading a HBO Max subscription before customers HBO Max subscription is activated while modifying an in-progress order (except for New Connect Order)

There will also be another two instances where the pop up will appear for those who have not activated their HBO Max subscription:

1. Upgrading from HBO Max Basic with Ads to Max Standard or HBO Max Premium during a New Sale/ Reconnect
2. Customer coming off RSP and being manually reinstated to their previous Foxtel package.
    

 

5.4 CORE apps button

The CORE apps button will populate information only related to third party app activations associated to residential Foxtel accounts, including Netflix and HBO Max.

When the apps button is selected in the account summary screen the pop-up will include the Netflix and HBO Max plans included with the customers Foxtel service, the type of connection, whether they are activated and the date they have activated. 

If the customer does not have any apps associated to Foxtel 'No Records to display' will appear in the pop-up. 

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6. Customers who have activated their Max account through another third-party service:

 

1. Scan the unique or generic QR code via the Foxtel home screen or directly though the Max app.
   
    
   
    
2. Go through Foxtel’s eligibility check by inputting your account number and date of birth. Once done, customers need to select get started.
   
    
    
3. Customers will be prompted to input their email address (this will be already linked with another Max account).
   
    
   
    
4. Customers will next be prompted to input their one-time code that will be sent to their email.
   
    
   
    
5. Customers will then be asked to confirm if they want to link their existing Max account to Foxtel.
   
    
   
    
6. The customer will then be advised they have 2 accounts, and they will need to cancel one through the other provider or App store.
   
    
   
    

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7. Cancelling a Max through Foxtel plan

Customers may request to cancel their Max through Foxtel plan. To process this request, follow the steps mentioned below:

1. Ask the customer to log out of their active session from all the devices (STB, mobile, browser).
   Note: This step is important otherwise the Max service will not be cancelled.
    
2. Select "Suspend & Resume"
   
    
   
    
3. Select the reason as "Customer Initiated" from the dropdown. Then select a resume date 7 days in the future.
   Note: Wait for the Suspend to complete.
   
   
   
    
4. Select "Suspend & Resume" again.
   
     
   
    
5. Update the resume date to "Now" and click on "Confirm"
   
    
   
    
6. Share the Max Help Centre privacy policy website link: https://help.max.com/au/Answer/Detail/000002542 which includes the instructions to email Max at [e-mail] if the customer has any question about the data protection rights.

9. Support links

Overview – Max on Foxtel
Take 5
Customer FAQ support

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End of procedure.