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Q: What's the difference
between 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 Nu Skin online
account login (web login).
Q: Where will my 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?
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 on the login page and
follow the instructions. If
you forgot your username
please call customer support
for assistance at 1300 NU
SKIN for Australia and 0800
NU SKIN for New Zealand.
Q: How do I change my
password/ acct information?
A: You may change your
password or account
information by logging in to
your Nu Skin online account
or calling customer support
at 1300 NU SKIN for
Australia and 0800 NU SKIN
for New Zealand.
Q: How do I create a new
account?
A: To create a Maxvault
account you need to register
for an "online account." You
can do this by visiting your
Big Planet market site, e.g.
www.bigplanet.com.au, 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.
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. Our phone
numbers are listed on the
Contact us page
www.bigplanet.com/maxaccount/app/contactUs/maxvault
Q: Can I have more than one
account / subscription?
A: You may have one Maxvault
subscription per account.
Q: Do I have to have a
subscription? Is there a
free subscription?
A: You may try Maxvault free
for 30 days. You must have a
Nu Skin online account or
have a 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.
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, US$9.95,
US$24.95, US$49.95, and
US$99.95 per month.
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
that usage on your next
billing cycle.
Q: When will I be billed?
A: Your billing date is set
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 on 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
risk-free for 30 days. There
will be no refund, or
partial refund, on a
Maxvault subscription.
Q: What happens to my
Photomax content if I don't
sign up for a Maxvault
subscription?
A: Photomax content (Photos
& 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.
Q: Where will my Photomax
content be once I migrate to
Maxvault?
A: You will find your
Photomax content in a folder
called "My Photomax" in your
Maxvault account.
Q: How do I get my
content?
A: Your Photomax content is
stored in a folder in your
Maxvault account called "My
Photomax". You may download
your content at any time
during your Trial account or
while you have an active
subscription.
Q: How long will my
content be stored?
A: Photomax content will be
stored indefinitely in
Maxvault. New content that
you upload to Maxvault will
be stored as long as you
have an active subscription.
You will have a 14-day grace
period 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 with one
Maxvault account. Please
call our technical support
team at 1-800-487-2020 for
assistance in the US.
Click here to
view support information
outside of the US.
Q: Will my order history
from Photomax be maintained?
A: The Photomax order
history will not be
available after the
migration to Maxvault. All
your Maxvault orders will be
maintained in Nu Skin's
Volumes & Genealogy.
Q: What happens to
Photomax credit?
A: It is best to use your
existing Photomax credit
while Photomax is still
online. However, you will
still have opportunities to
use your Photomax credit
after the launch of Maxvault.
Q: What happens to my
free prints?
A: You will need to use your
free prints before we move
your user account to
Maxvault.
Q: What happens if I need
support for product ordered
under Photomax?
A: Should you need support
for products purchase on
Photomax, please call
customer support at
1-800-487-2020 for
assistance in the US.
Click here to
view support information
outside of the US.
Q: Can I order new copies
of Movie Magic DVD ordered
under Photomax?
A: No. You need to order
additional copies at the
time of purchase.
Q: Will my Photomax vouchers
and gift cards still work on
Maxvault?
A: Your valid Photomax
vouchers and gift cards will
work with Maxvault. You may
redeem photo novelty
products by visiting one of
our partner sites, such as
Kodak.
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. In
some cases where the order
has not been processed you
may call 1300 NU SKIN to
change an order.
Q: How do I cancel an
order?
A: Order processing is
handled by our partners. In
some cases where the order
has not been processed you
may call 1300 NU SKIN to
cancel your order.
Q: What is the return/
refund policy?
A: Our partner return/refund
policies are posted on their
respective sites.
Q: Can I still send in my
Photo Saver and Video Saver
boxes?
A: Yes, you may continue to
send your Photo Saver and
Video Saver orders to the
Photomax Lab for processing.
Q: What is Maxvault?
A: Maxvault is a website
where you can upload, store,
and share all your digital
content. Maxvault provides
tools to help you organise
your content and has
partnered with companies
such as Kodak to create
prints, posters, and other
photo novelty products.
Q: What type 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.
Q: How large of a file
can I upload?
A: You may upload files as
large as 5 gigabytes.
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 broadcast video.
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