Email [email protected] and a person will read it and answer as soon as we can. In the app, open Settings → Help and tap Email us; it opens your mail app with our address already filled in.
If you are writing about a particular conversation or a ride, tell us roughly when it happened. Every screen in Maxwell that shows an error also shows a short reference code — including it helps us find exactly what went wrong.
You can also write to us at Maxwell Labs, Inc., 5 Scott Street, Cambridge, MA 02138.
If Maxwell will not load at all, check our status page first — it shows whether the service is up right now and any recent interruptions.
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Maxwell is not an emergency service and cannot call for help on your behalf. If someone is in danger or badly unwell, call 911. If you are having thoughts of harming yourself, call or text 988 to reach the Suicide and Crisis Lifeline, any time, day or night. For a possible poisoning, call Poison Control on 1-800-222-1222.
On the sign-in screen, enter your phone number or email, tap Continue, then tap Forgot password?. We email you a six-digit code; type it in and choose a new password. The code works for 15 minutes. If it does not arrive, check your junk folder, then ask for a new one — asking again cancels the earlier code.
Tap the same button you used the first time. There is no password to forget. If you would like a password as well, email us and we can add one.
Sign in once with your password, then turn Face ID back on under Settings → Signing in.
Maxwell is free to use with a daily allowance of conversations, voice calls, and recorded visits. A paid plan raises those allowances. The current numbers are shown under Settings → Subscription & billing → See plans.
Subscriptions are managed by the store you bought them from, so cancelling happens there, not in Maxwell:
You keep the plan until the end of the period you have paid for. Deleting the app does not cancel a subscription, and neither does deleting your Maxwell account.
Refunds for subscriptions are issued by Apple or Google under their rules — we cannot issue them ourselves. Apple's are requested at reportaproblem.apple.com; Google's through the Play Store order history.
Open Settings → Subscription & billing → See plans and tap Restore purchases. If that does not work, email us with the email address on your store account.
When you ask Maxwell for a ride, it shows you the price and asks you to confirm with a tap before anything is booked. Nothing is booked by voice alone. The fare is charged to the card you saved in Maxwell at the ride company's price, with no markup.
Reminders are off until you turn them on under Settings → Notifications. If they are on and not ringing:
By default a reminder says only that it is time for a medicine, not which one. You can change what it says under Settings → Notifications.
You choose who can see your information and exactly what they can see, under Settings → Data sharing. A caregiver sees nothing until they accept your invitation, and only the categories you have switched on. You can switch a category off, or remove the person entirely, at any time.
If you turn on Safety alerts for someone, they are told when Maxwell hears something that sounds like an emergency. They do not see the conversation itself.
Our Privacy Policy explains in plain language what Maxwell collects, which companies help us run it, and what you can switch off. For a copy of your data, or to ask a question about it, email [email protected].
Open Settings → Account settings → Delete account. Your account closes straight away and is permanently deleted 30 days later. If you change your mind in those 30 days, sign in again and choose Keep my account. Deleting your account does not cancel a subscription — see "Your subscription" above.
Maxwell is an assistant powered by artificial intelligence. It can be wrong, and we want to know when it is. Under any answer in a conversation, tap the thumbs-down or Report a problem and say what happened — we read every report. For anything about your health, check with your doctor or pharmacist before acting on what Maxwell says.