This article covers general account-related questions, including profile updates, login issues, email notifications, and basic settings. These topics apply to all Maximus members.

Why does Support ask to verify my identity before helping me?

In order to remain in compliance with HIPAA, our Support team members will need to verify that we’re speaking with the right person before we provide any information related to the account in question. This ensures that we keep your private health and account information safe.

Please note verification questions will differ based on communication channel. For the fastest support, please consider chatting with us.

How do I update my personal information?

You can update your profile information from your patient portal, including:

Address (Shipping / Billing Information)
Payment information

After updating:

You may need to confirm the new address
All future notifications will be sent to the updated email
If you use email-based login, you’ll log in with the new address

If an update affects clinical or regulatory requirements (such as changing your address), you may be asked to re-complete verification.

If you are looking to update the Name, Email Address or Phone Number associated to your account please reach out to Support.

I’m not receiving emails. What should I do?

If you’re not receiving system emails, check:

Spam, Promotions or other / junk folders and tabs in your inbox
That your email was spelled correctly in your profile
That your inbox isn’t full

You can always whitelist maximustribe.com with your email provider if you’re unsure.

If you still aren’t receiving notifications, Support can investigate and help confirm delivery.

Can I sign up for Maximus with a relay email?

We strongly recommend signing up for your Maximus account with your primary email, and to never use a relay or other form of “side” email. The reason for this is:

Many relay emails (particularly Apple’s) can cause issues with deliverability, meaning you may miss critical communications or updates from us when not using a more standard / confirmed email address
When accessing Support you may be asked to verify your email. If you do not know your relay email exactly, Support will not be able to verify your identity and thus will not be able to help you

Maximus will never use your provided email for anything beyond your login or communicating account information with you, as well as some marketing or promotional material from us.

What do I do if I can’t log into my account?

To regain access, use the “Forgot Password” link on the login page. You’ll receive an email with instructions to reset your password.

Common login issues include:

Incorrect email
Forgotten password
Browser or app issues
Old saved credentials
Email change not yet verified

If you’re still unable to access your account or if you no longer have access to your email, Support can help restore access.

Can I upload documents or labs to my account?

You can upload external lab results or supporting documents directly through your patient portal by going to the messages section of your portal, choosing the “New Message” option and uploading a file when prompted. Your clinician will review them and determine whether they meet protocol requirements.

Can I manage notifications?

Certain notifications, like verification alerts, prescription updates, and clinician messages, cannot be turned off because they relate to your medical care.

If you’re having trouble receiving notifications, Support can help troubleshoot.