To report an issue with a participant, click the dropdown next to their name in the participant list and select Report issue. For no-shows, report before the session ends, because participant payments process automatically once it does.
When to report an issue
The participant didn't show up
Technical issues meant the session couldn't go ahead
Their screener answers turned out to be inaccurate
An unmoderated response was abandoned or clearly low effort
You can report a participant who is invited, waitlisted, confirmed or complete. Learn more about participant statuses.
How to report
Find the participant in your participant list (use Filter, then Name, if the list is long).
Click the dropdown next to their name.
Select Report issue.
Describe what happened with as much detail as you can. The more context, the faster we resolve it.
No-shows: timing matters
If a participant hasn't joined, wait 10 to 15 minutes and message them first. A surprising number are just running late. If you still hear nothing, report the issue before your session's end time, so the no-show isn't paid automatically. See How to tackle cancellations and participant no-shows for the full playbook.
Two possible outcomes: replacement or refund
When we action your report you can take either:
A replacement participant at no extra credit cost. This is the default. Your quota stays the same and you fill the spot with someone else from your list.
A credit refund. Your quota reduces by one and the credits return to your team balance, where they're available for any future study.
We generally offer a replacement first and refund where a replacement doesn't make sense for you.
What reporting means for the participant
A reported participant isn't paid for the session, any recording of the session can't be used in your research, and you can't message or re-invite them on this study. Only report when you genuinely couldn't get value from the session. If it's a minor quality concern, consider using the rating system instead.
When not to report an issue
Reporting is for problems with a specific participant. It's not the path for:
Unfilled quota. You couldn't fill all your spots.
Criteria that turned out too tight.
A change of plans. You no longer need all the sessions.
For those, message us on live chat with your study title and the number of unfilled spots. Refunds for unfilled spots are processed manually, and closing a study does not refund credits automatically.
What happens next
We review every report and may reach out for more detail. Most reports resolve quickly with a replacement, a fixed link or an updated study.