Identify the billing organisation
Check the original confirmation and the television-provider bill. Was MAX purchased through the box, M6's own website or an app-store route? The name shown on the television interface may be the same even when the underlying subscription arrangement differs.
Do not start a second membership simply to test whether a mobile sign-in will work. First compare the provider's current instructions with the purchase that already exists. This protects against paying for two arrangements while still not understanding the first one.
Separate entitlement from authentication
An account can accept a password yet not contain the expected paid benefit. Conversely, a provider-box benefit can work on the box without creating the same direct-app entitlement. Those are different states from a forgotten password.
| Situation | First check |
|---|---|
| Box plays MAX content | Confirm the provider-box subscription shown on the bill |
| Phone signs in but benefit is missing | Compare direct-app entitlement with the purchased route |
| Phone rejects the password | Establish which account the form expects |
| A new direct offer appears | Read its separate billing terms before accepting |
Keep the existing route until the change is clear
Use the official M6 and television-provider guidance to decide whether the existing arrangement meets the household's needs. If moving to a different subscription route is considered, establish its charges and cancellation implications before changing anything.
When requesting help, provide the provider name, purchase route, device and exact message. Avoid sharing the box account password or private billing information publicly. The useful question is whether that subscription includes the proposed app route, rather than whether the phone is powerful enough to play video.
Questions about this guide
Will resetting the M6 password add missing provider-box entitlements to mobile?
A password reset does not change the subscription's viewing rights. Check the documented purchase route first.