Maxvault FAQ

Sign up
Q: What's the difference between my Photomax login and Nu Skin Enterprises web login?
A: Your Photomax login was used to login to the Photomax.com website. This same login will work on Maxvault during the Beta period and during a Maxvault Trial. Once you have purchased a Maxvault subscription you will need to login with your Nu Skin web login.

Q: Where will my NSE login work?
A: Your login will work on Maxvault, Maxcast, and other NSE websites that utilize a Nu Skin online account.

Q: Where do I go to login to Maxvault?
A: You may login to your Maxvault account at www.bigplanet.com.

Q: What if I forgot my login?
A: If you forget your login, click the "forgot password" link (coming soon) on the login page and follow the instructions. If you forgot your username please call customer support for assistance at 1-800-487-2020 in the US. For international support, please click here.

Q: How do I change my password/ account information?
A: You may change your password or account information by logging in to your Nu Skin online account or calling customer support at 1-800-487-2020 in the US. For international support, please click here.

Q: How do I create a new Maxvault account?
A: To create a new Maxvault account you first need to register for an NSE online account. You can do this by visiting your Big Planet market site, (visit www.bigplanet.com and then select your market) and clicking the "Sign in or Register" link. Depending on your interests, select "Create Account for New Distributor", "New Customer", or "Existing Customer or Distributor" and follow the instructions.

Q: How do I find a sponsor?
A: You may find your sponsor during the Distributor signup process or if you were not referred you can request a sponsor from a link in the sign up process.

Subscriptions
Q: How do I upgrade or cancel my Maxvault subscription?
A: To upgrade your subscription, or make any other subscription changes, you will need to call customer service at 1-800-487-2020 in the US. For international support, please click here.

Q: Can I have more than one account / subscription?
A: You may only have one Maxvault subscription per account.

Q: Do I need to have a subscription? Is there a free subscription?
A: You may try Maxvault free for 30 days. You must first create a free Nu Skin web login in order to start your free trial. If you had a Photomax account, you can use your Photomax login to try Maxvault.

Q: Do I have to sign a contract?
A: There is no contract to sign. You may cancel your subscription at any time and your account will be closed at the end of the current billing cycle. Any content stored in Maxvault will be deleted 14 days following the end of the billing cycle.

Q: Are there yearly payment plans?
A: Maxvault operates as a monthly subscription service. There are no Maxvault annual payment plans.

Q: Are there cancellation fees?
A: There are no cancellation fees.

Q: What happens when I cancel?
A: The Maxvault subscription is a pre-paid monthly subscription. You may cancel at any time; however, Maxvault will not refund any portion of the monthly subscription. Any content stored in your Maxvault account will be removed 14 days after the completion of your last paid billing cycle.

Q: What if my credit card declines?
A: You will receive an email indicating that Maxvault was unable to process your credit card and instructions on how to keep your account active.

Q: What subscriptions are available?
A: There are four subscription service levels on Maxvault ranging from US$9.95to US$99.95 per month. To compare plans and purchase in the US, click here. To see international pricing, please visit www.bigplanet.com and select your market.

Q: What happens if I go over my storage limit?
A: If you go over your storage or bandwidth limits Maxvault will bill you for any extra usage on your subsequent billing cycle.

Q: When will I be billed?
A: Your billing date is set as the day you purchase a Maxvault subscription. Your credit card will be billed on that day each month as long as your account is active. For example, if you purchase a Maxvault subscription on the 5th of a month, you will be billed on the 5th of each subsequent month.

Q: Can I change my billing date?
A: As a subscription service, your Maxvault billing date may not be changed.

Q: What is the refund policy?
A: You may try Maxvault free for 30 days. Once a subscription is purchased, there are no refunds, or partial refunds on a Maxvault subscription. The account is simply set to close at the end of billing cycle. You may use your account as normal in the interim.

Photomax Migration
Q: What happens to my Photomax content if I don't sign up for a Maxvault subscription?
A: Photomax content (photos and videos) will always be safely stored in Maxvault. However, in order to access your Photomax content and/or store new content in Maxvault, you will need to have an active Maxvault subscription. Photomax content is defined as anything uploaded to Photomax prior to December 3rd, 2008. Anything uploaded to Maxvault after this date is subject to the terms and conditions of Maxvault.

Q: Where can I find my Photomax content once I migrate to Maxvault?
A: You will find your Photomax content in a folder called "Photomax Migration" in your Maxvault account.

Q: How do I download my Photomax content?
A: Your Photomax content is stored in a folder in your Maxvault account called "Photomax Migration". You may download your content at any time during your free trial or while you have an active subscription.

Q: How long will my Photomax content be stored?
A: Photomax content will be stored indefinitely in Maxvault. New content uploaded to Maxvault will be stored as long as you have an active subscription. You will have a 14-day grace period to retain any new content uploaded to Maxvault should you close your subscription and then decide to re-open it. PLEASE NOTE: A Maxvault subscription is required to access your Photomax content in Maxvault.

Q: Can I merge several Photomax accounts into one Maxvault account?
A: Yes, you may merge the content of your various Photomax accounts into one Maxvault account. Please call our technical support team at 1-800-487-2020 in the US. For international support, please click here.

Q: Will my order history from Photomax be maintained?
A: Photomax order history is not available since the migration to Maxvault. All of your Maxvault orders will be maintained in your Nu Skin web account.

Q: What happens to my Photomax credit, vouchers, and gift cards?
A: You still have opportunities to use your Photomax credit with Maxvault. For redemption options for Photomax credit, gift cards, and vouchers, please call support at 1-800-487-2020 in the US. For international support, please click here.

Q: What happens if I need support for products ordered under Photomax?
A: Should you need support for products purchased on Photomax, please call customer support at 1-800-487-2020 in the US. For international support, please click here.

Q: Can I order new copies of Movie Magic DVDs ordered on Photomax?
A: No.

Shopping
Q: Will my Photomax vouchers and gift cards still work on Maxvault?
A: Your valid Photomax vouchers and gift cards will work with Maxvault. For redemption options for Photomax credit, gift cards, and vouchers, please call support at 1-800-487-2020 in the US. For international support, please click here.

Q: Where do I view my order history?
A: Order history may be viewed on the partner site where you made your purchase. If you are a distributor you can view your order history through Volumes and Genealogy.

Q: How long will my products take to arrive?
A: Arrival times vary by product. Please visit our partner sites to see processing and arrival times.

Q: How do I track my order?
A: You may track your order on our partner sites.

Q: Can I change an order?
A: Order processing is handled by our partners. Please contact the appropriate partner to change an order.

Q: How do I cancel an order?
A: Order processing is handled by our partners. Please contact the appropriate partner to cancel an order.

Q: What is the return/ refund policy for our partners?
A: Our partner return/refund policies are posted on their respective sites.

Q: Can I still send in my Photo Saver and Video Saver products?
A: Yes, you may continue to send any of your pre-paid Photo Saver and Video Saver products to the Photomax Lab for processing. We will process these in the same manner and with the exact same care that you've come to expect from Photomax.

Maxvault Features
Q: Are the files I upload safely stored?
A: Yes! The files that you upload to Maxvault are safer than ever before. Maxvault utilizes Amazon storage technology which ensures your files are never lost. When you upload a file to your Maxvault account, we automatically create 2 additional copies of the file for a total of 3 files. Each of these files is stored in a different server farm (large group of computers) in random locations across the US. If something should happen to one of these files, the system automatically recognizes this and duplicates a replacement in another server farm. This ensures that your files are always safe and accessible through Maxvault!

Q: What is Maxvault?
A: Maxvault is a website where you can upload, store, and share all of your digital content. Maxvault provides tools to help you organize your content and has partnered with professional companies to create prints, posters, and other photo novelty products.

Q: What types of files can I upload?
A: You may upload virtually any digital file to Maxvault. This includes digital photos, videos, documents, spreadsheets, presentations, and audio files among others.

Q: How large of a file can I upload?
A: You may upload files as large as 2 GB.

Maxcast
Q: Is Maxcast storage counted separately from Maxvault?
A: Yes, Maxcast and Maxvault are separate services offered by Big Planet. You will need a Maxcast subscription if you would like to use Maxcast and broadcast video. Like Maxvault, Maxcast also comes with a 30 day free trial for anyone interested.

Distributor Specific FAQ

Sign up
Q: How do I see who has signed up under me?
A: You can see those who have signed up under you in Volumes & Genealogy. (You will not be able to see your Photomax customers who have never purchased)

Subscriptions
Q: Are Maxvault and Maxcast subscriptions full PV?
A: Yes, Maxvault and Maxcast subscriptions and all overages charges are full PV.

Shopping
Q: What PV will I receive from partner products?
A: Products purchased from Maxvault partners generally carry partial PV. Photo novelty products are generally about 50% PV, while greeting card purchases from Card Café are 100% PV (gift card or gift basket add-ons do not carry any PV).

Miscellaneous
Q: Are my previous Photomax customers still in my downline on Maxvault?
A: Absolutely.