Important: skipping the questionnaire does NOT pause your subscription. Auto-renewal and billing continue whether or not you complete it. The questionnaire controls whether your next refill ships — not whether you're charged. To stop charges, you must explicitly pause or cancel from your dashboard.
The intake questionnaire is what your clinician uses to review your current health status before approving each refill. Below: how it works, when you need to complete it, and the exceptions.
What the questionnaire does
When you complete the questionnaire:
Your responses go to your clinician for review.
If everything checks out, your prescription is sent to the pharmacy and your refill ships.
Pharmacy fulfillment typically takes 3–5 business days from prescription receipt.
If you don't complete the questionnaire:
Your clinician is not prompted to issue your next refill, so your shipment will not go out.
Your subscription continues to bill on its normal cycle. You'll be charged for the cycle even though no medication ships.
Once you complete the questionnaire, your refill resumes (assuming clinical approval).
How to complete it
Log in to your Maximus account.
From your dashboard, locate the questionnaire section (look for a "Request Medication" or "Complete Questionnaire" button).
Provide accurate and complete responses to all questions.
Submit for review. Your clinician typically responds within 24–48 business hours (1–2 business days).
When you need to complete it
The questionnaire is generally required for each refill cycle. It becomes available approximately 18 days after you receive your medication.
Exceptions
You may not need to complete the questionnaire every cycle if:
You're on auto-refill. Some patients are set up for pre-coordinated auto-refills; in those cases, the questionnaire isn't required each cycle.
Your refill was already requested by your care team. If a clinician on your care team has already requested the refill on your behalf, the questionnaire may be skipped for that cycle.
You're on a 90-day plan and just received a multi-month supply. A new questionnaire isn't required until close to your next refill date.
If you're unsure whether your account requires the questionnaire this cycle, message support or your clinician through your portal.
Notifications and reminders
Maximus sends email reminders when the questionnaire is due. These reminders are courtesy notifications — your refill processing depends on completion in your dashboard, not on the email.
If you don't see a notification but believe you're due for a refill, log in to your dashboard and check the questionnaire section directly.
Troubleshooting
The questionnaire isn't appearing in my dashboard. The questionnaire is typically released about 18 days after your last shipment. If it's been more than 18 days and you don't see it, first make sure your account information is up to date (visibility can sometimes be affected by a stale account). If it still doesn't appear, contact the Maximus Success team — your account may need a manual reset.
I made a mistake on the questionnaire. Contact the Maximus Success team to request a reset. Once the reset is applied, log in and complete the questionnaire again with the correct information.
I keep being charged but I don't want any more medication. Completing or skipping the questionnaire does not affect billing. To stop charges, pause or cancel your subscription from your dashboard. See Why was I charged after pausing my subscription?.
Refills are delayed even though I completed the questionnaire. Refill delays can be caused by missing or outdated labs, pending consultations, state or pharmacy restrictions, or pharmacy availability issues. Check your dashboard for any flagged action items, or message your clinician.
FAQ
Is the questionnaire mandatory? Yes, for most cycles — your clinician needs your current health status to approve the refill. Auto-refill setups and care-team-initiated refills are the main exceptions.
How often do I have to complete it? Once per refill cycle. For monthly plans, that's monthly; for 90-day plans, before each 90-day refill.
What happens if I never complete it? Your refill won't ship, but your subscription will continue billing. To stop both, pause or cancel from your dashboard.
Does completing the questionnaire trigger an extra charge? No. Completing it triggers the refill shipment, not an additional charge. Your normal subscription billing happens on its own cycle.