A session recording appears once two things are true: recording was enabled during the session, and the participant's status is marked Complete. Marking a participant complete also triggers their incentive payment.
Why a recording hasn't appeared
If the session has ended but there's no recording:
Check the participant's status. If it still says Confirmed, the recording won't process. Update the status to Complete and the recording will follow, typically within minutes.
Confirm recording was enabled during the session. If recording was off, there's no recording to retrieve. You can check your study's recording settings in the ⋯ menu in the top right of the study.
Still nothing? Message us on live chat with the study title and session time and we'll investigate.
Status, recordings and payment are linked
Marking a participant Complete does two things at once: it processes the recording and triggers the participant's payment. Keep statuses up to date after each session so recordings appear promptly and participants aren't left waiting to be paid.
FAQ
How long after the session is the recording available?
Typically within minutes of the participant being marked complete, provided recording was enabled.
Does marking a participant complete always make the recording appear?
It triggers processing, but only if the session was actually recorded. If recording wasn't enabled, no recording exists. If it was enabled and still nothing appears, contact us via live chat.