If you've requested a password reset, tried to create an account, or expect notifications from the StrataMax Portal but nothing arrives, there are two possible causes: the email address isn't linked to a Portal account, or the email is being filtered before it reaches your inbox. This article helps you tell which, and fix it yourself.
Step 1: Confirm your account exists before checking your inbox
If you have attempted to reset your password but nothing has arrived, the first thing to check is whether the Portal actually has an account for the email address you entered. A reset email is only created if that address is linked to a Portal account, so if it is mistyped or unrecognised, no email is ever sent, and checking your spam folder or safe-sender settings will not help. It only takes a few seconds to confirm.
- Go to the StrataMax Portal login page and enter your email address.
- Click Forgot password and read the message on screen. It will be one of the following three results:
[Screenshot to be added: "To request a password reset" message]
"To request a password reset use the button below…": your account is valid. Click Send Email to send the reset link, then continue with the steps below if it doesn't arrive.
"An email has been sent to [your address]": the reset email has definitely been sent. If it still doesn't reach you, the cause is your inbox or mail filtering, so work through the steps below.
Next, check your junk or spam folder
Portal emails — password resets, account verification, and notifications — are sent immediately after you request them, from no-reply@stratamax.com. Because this is an automated "no-reply" address, some email providers treat it as spam. Check your Junk or Spam folder before doing anything else.
Add no-reply@stratamax.com to your safe senders
The reliable fix is to tell your email provider that no-reply@stratamax.com is a trusted sender — sometimes called a Safe Sender, Allow List, or Whitelist. This stops portal emails being caught by your spam filter.
- Outlook / Outlook.com: Settings > Junk email > Safe senders and domains > add no-reply@stratamax.com.
- Gmail: Settings > Filters and Blocked Addresses > Create a new filter, enter no-reply@stratamax.com, then tick Never send it to Spam.
- Apple Mail / iCloud: add no-reply@stratamax.com to your Contacts; or, if a message from it is in Junk, open it and choose Not Junk.
- Another provider: search your provider's help for "add safe sender" or "whitelist an address" and add no-reply@stratamax.com.
TIP! If you use a work or business email and nothing arrives even after adding the safe sender, your organisation's spam filter may be blocking the message before it reaches you. Ask your IT team to allow no-reply@stratamax.com, or use a personal email address for your portal account.
Confirm you're using the right email address
The email is only sent to the address your portal account was created with. If you have more than one email address, make sure you're checking the right inbox, and that you entered the same address your account uses. If you're not sure which email your account uses, your strata manager can confirm the address they have on record.
Request the email again
- Password reset: go to the login page, enter your email, and click Forgot password > Send Email.
- Account creation: re-enter your email address on the login screen and click Create an Account again to resend the verification email.
Password reset links expire 60 minutes after they're sent. Once you can receive the email, open the link straight away — if it has expired, just request a new one. For more help signing in, see StrataMax Portal Login Troubleshooting.
Still cannot get in after trying these steps?
- Work or business email being blocked (you can still open the mailbox): ask your IT team to allow or release no-reply@stratamax.com. This is usually the quickest fix. Once it arrives, request a new reset and use the link within 60 minutes.
- Personal email and still nothing arrives: if you have checked your junk or spam, added no-reply@stratamax.com as a safe sender, and confirmed you are using the exact address your account was created with, but the email still does not come through, contact StrataMax Portal Support using the Contact Us link at the top of this Help site, so we can check whether the email is reaching you and confirm the address on your account.
- You can no longer access the email on your account at all (for example you have left a workplace, or the account uses an old address): you cannot change it yourself because you cannot sign in. Contact StrataMax Portal Support using the Contact Us link, and we can change the account email for you. This is an internal change and usually takes 1 to 2 business days.
Frequently Asked Questions
I clicked Forgot Password but no email arrived.
Check your junk/spam folder first, then add no-reply@stratamax.com to your safe senders so it isn't filtered. Confirm you used the same email your account was created with, then request the reset again.
I'm setting up a new account but the verification email never comes.
Check your junk/spam, add no-reply@stratamax.com to your safe senders, and re-request the email from the Create an Account link. On a work email, ask your IT team to allow the address.
I added the safe sender and still get nothing on my work email.
Your organisation's mail server may be blocking it before it reaches your inbox. Ask your IT team to allow no-reply@stratamax.com, or use a personal email address.
Can StrataMax or my strata manager resend it a different way?
The emails are automated and sent only to your account's email address. Support and your strata manager can't email your password to you, but they can confirm which email address your account uses so you know where to look.