Verified: March 5, 2026 09:35 pm ET
Industry: Streaming Entertainment
Jurisdiction: United States
Primary Regulator: Federal Trade Commission (FTC) & State Attorneys General
Important Safety Warning: Beware of fake customer service numbers on search engines. Only use official channels. Scammers frequently buy ads to promote fraudulent phone numbers. Max staff will never ask for your account password or payment card details over the phone.
Level 1: Customer Support (Initial Complaint)
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How to complain: Access the Max Help Center at help.max.com. You can use their live chat virtual assistant, or bypass the portal entirely by calling their direct U.S. toll-free routing number:
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Max Customer Service (US): 1-855-442-6629
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Source Verification Note: Max Contact Us
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Availability: Live chat and phone support are available 24/7.
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Timeline: Max aims to resolve standard billing, login, or technical support issues immediately over the phone or chat. Account takeover investigations or complex billing disputes may take several days to review.
Level 2: Formal Corporate Escalation (Notice of Dispute)
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Who to contact: If standard support is unsuccessful, the Max Terms of Use dictate you must send a formal written “Notice of Dispute” detailing your claim via certified mail to their corporate legal headquarters: WarnerMedia Direct, LLC, Attn: Legal Department, 230 Park Avenue South, New York, NY 10003. You must also email a copy to notice@wbd.com.
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Source Verification: Max Terms of Use (Dispute Resolution)
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Timeline: Once received, Warner Bros. Discovery’s legal and executive customer relations teams have a mandatory 30-day informal resolution window to investigate and attempt to resolve the dispute before you proceed to arbitration.
Level 3: Regulatory Authority (Government Ombudsman)
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Authority: Federal Trade Commission (FTC) and your State Attorney General.
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Portal/Contact: File a consumer complaint online via the FTC at reportfraud.ftc.gov or contact your State Attorney General’s consumer protection office.
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Source Verification: FTC Consumer Protection
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Timeline: You can file a complaint at any time after attempting to resolve the issue with Max directly. Regulatory agencies will review your complaint to identify patterns of deceptive practices and may mediate on your behalf.
Level 4: Legal Action (Final Step)
- Pre-Litigation (Arbitration Opt-Out Loophole): Before pursuing legal action, carefully review the Max Terms of Use. You have the legal right to opt out of their mandatory arbitration clause by sending a personally signed email to notice@wbd.com within 30 days of creating your account or agreeing to an updated Terms of Use.
- Court/Arbitration: If you did not opt out, WarnerMedia Direct, LLC strictly enforces a Mandatory Binding Arbitration clause and a Class Action Waiver for all U.S. consumer disputes. If the 30-day informal resolution period (Level 2) fails, you may file a lawsuit in Small Claims Court for claims below your state’s limit (if the claim qualifies). If the dispute exceeds small claims limits, you are required to initiate Binding Arbitration through the National Arbitration and Mediation (NAM) as mandated by your user agreement.
- Source Verification: Max Terms of Use (Arbitration Agreement)
Community Action: Is Max still ignoring your billing dispute or hacked account complaint? Reply below (do not share your passwords, full account numbers, or PINs), and our community will point you to the right NAM arbitration templates!