FAQ

Frequently Asked Questions

Depending on your email provider and your personal email settings, some emails sent from an automated system may be diverted directly into your Junk Mail folder. Please check your Junk Mail folder for our email. To avoid this situation, you can add our email address to your safe sender list, safe recipient list, white list (different names are used in different email programs) or to your address book.

If you have checked your Junk Mail folder and have not been able to find a copy of your Confirmation email, please contact Support.

If you have just joined the community and have not yet received a confirmation email you will not be able to login to the community. Please check your inbox and click the link in your confirmation email to complete your registration and gain access to the community.

If you are already a member of the community, please make sure that you do not enter extra blank spaces when typing/pasting in your email address or password. The password is also case sensitive. As such, please ensure the characters are entered in the correct case.

You will be able to change your password once you are logged into the portal by clicking on ‘Update’ on the top of the screen by the logout button or by clicking the ‘Change Password’ link.

If you cannot remember your password, simply enter the email address you registered with into the email address box on the portal page and click on the ‘Forgot Password’ or ‘Reset Password’ button.

A temporary password will be sent to you via email. You will be able to change your password once you are logged into the portal by clicking on ‘Update’ on the top of the screen by the logout button or by clicking the ‘Change Password’ link.

Please make sure you do not enter extra blank spaces when typing/pasting in your email address or password. The password is also case sensitive. As such, please ensure the characters are entered in the correct case.

Please note, we strongly recommend that you avoid clicking the ‘Forgot Password’ button more than once as each time the button is clicked, a new password is generated and emailed to you. Passwords can take up to 20 minutes to arrive, depending on your email provider. If your password does not arrive it may be that you entered an email address which is not identical to the one you used to register.

You can update your email address and/or password anytime by logging into the community and visiting the Profile Update section. There you will be able to modify your email address or password. Please ensure you choose a new password that fulfills the requirements displayed to you.

If you are changing a temporary password please enter that password in the ‘old password’ box and the new password in the ‘new password’ box.

You can click on the “Unsubscribe” link found at the bottom of any of our invitation emails, and follow the instructions on screen to complete the process. Once you have completed this action, you will be immediately removed from the community.

We most likely received your survey responses. However, you can confirm this for yourself in one of the following ways:

1. Click on the survey link in your email invitation. If any questions remain, they will be presented to you. Any other page means that your survey was completed.

2. You can log into the community and look under ‘Activities’ or ‘Take a Survey’ to see if see if the survey is still pending.

If you were returned to the portal page after completing a survey, this also means your responses were submitted.

Please allow a few minutes for the page to load. The page may take a few minutes to load depending on your connection speed.

If the survey is still not loading, please try the steps below:

1. Refresh the page

Please try to either restart the survey, or click the refresh button on your browser. In most cases, this will load the question properly and will allow you to complete the survey.

2. Update your browser or change your browser 

Old versions of browsers, especially Internet Explorer might not be supported anymore and require an update. If you have one installed we would also recommend to try another browser (i.e. Firefox or Google Chrome) to access the survey to see if that makes a difference.

3. Ensure Adobe Flash is installed or up to date and working

This survey might rely on Adobe Flash to display some questions. To ensure your browser is working correctly with Flash, go to the link below and follow the instructions on the page: http://www.adobe.com/software/flash/about

Please also make sure Flash is properly activated. You can find instructions for multiple browsers here: http://helpx.adobe.com/flash-player.html

4. Ensure JavaScript is installed or up to date and working

In addition to Flash this survey might also rely on JavaScript to be running correctly. Please make sure it is activated and running. Go to the link below and follow the instructions on the page: http://www.enable-javascript.com/

5. Clear your temporary internet files

Sometimes parts of a website are stored in your computer memory, and may conflict with new updates on the website. Clearing the temporary internet files may allow the new content to display properly. Please follow the link below for instructions on how to perform this action for your browser: htt p://www.wikihow.com/Clear-Your-Browser’s-Cache

If you encounter a survey question that is not loading completely or is not accepting your responses there might be an issue with your version of Adobe Flash or your browser.

Please try the steps below:

1. Ensure Adobe Flash is installed or up to date and working

This survey might rely on Adobe Flash to display some questions. To ensure your browser is working correctly with Flash, go to the link below and follow the instructions on the page: http://www.adobe.com/software/flash/about

Please also make sure Flash is properly activated. You can find instructions for multiple browsers here: http://helpx.adobe.com/flash-player.html

2. Update your browser or change your browser

Old versions of browsers, especially Internet Explorer might not be supported anymore and require an update. If you have one installed we would also recommend to try another browser (i.e. Firefox or Google Chrome) to access the survey to see if that makes a difference.

3. Clear your temporary internet files

Sometimes parts of a website are stored in your computer memory, and may conflict with new updates on the website. Clearing the temporary internet files may allow the new content to display properly. Please follow the link below for instructions on how to perform this action for your browser: http://www.wikihow.com/Clear-Your-Browser’s-Cache

Although we aim to provide access to surveys on portable devices such as tablets or smartphones, certain types of questions may not be fully supported by these devices due to the usage of Flash and JavaScript. If there is a survey that you are unable to complete then please try accessing it with a desktop or laptop computer if available.

If this does not resolve your issue, please Contact Us.

If there is a reward opportunity being offered for participating in a survey or in the community, full details will be provided in either your email invitation to the survey or within the survey.

If you have feedback or questions not related to our surveys, please Contact Us.