Quick answers:
Participant cancelled: invite more people from your list, or reschedule them.
Participant didn't show: wait 10 to 15 minutes, message them, then Report issue before the session ends.
You cancelled someone but they still show as confirmed: cancel them from the participant list dropdown, then confirm someone else.
When a participant cancels
Their spot opens up without affecting your quota. To fill it fast:
Go back to your participant list and pick a few suitable people (filter by Preferred times to find those free for the empty slot).
Invite several to the same session. First to accept gets it; anyone who accepts late is waitlisted as a backup. You're never charged beyond your quota.
If the participant can still make a later time, you can reschedule them instead.
"I cancelled them but they still show as confirmed"
If a participant who can't attend is still holding the slot, or you removed the session from the calendar but their status didn't change:
Find them in the participant list.
Click the dropdown next to their name and select Cancel.
Once their status updates, invite or confirm someone else for the slot.
Always free a confirmed slot from the participant list, not by deleting the session in the calendar. If the status still won't budge, message us on live chat with the study title and participant name.
When a participant is a no-show
Wait 10 to 15 minutes. Many are simply late.
Message them in the platform. You can also try their email or phone, which is often effective.
Still nothing? Use the dropdown next to their name and Report issue, before the session ends. Payments process automatically once the session end time passes, so reporting late can mean the no-show gets paid.
Move on with a replacement from your list.
See Reporting issues for what happens after you report, including the choice between a free replacement and a credit refund.
Payments process automatically after a set timeframe. To avoid paying for a no-show participant, please report an issue before the session ends.
Report or cancel? Pick the right one
Report issue when something went wrong: a no-show, false screener answers, a session that couldn't proceed. The participant isn't paid, and the Askable team reviews them.
Cancel when nothing went wrong and you just need the spot back: a polite cancellation, a schedule change on your side. No review, the slot simply opens up.
When a participant hasn't responded to an invite
Invites are usually answered quickly. If not:
Give it 3 to 4 hours.
Click the dropdown next to their name and select Resend invite as a nudge. You can repeat this in the lead-up to the session.
Don't wait on one person. Invite a few participants to the same session and let the first acceptance win. You can also message a preferred participant to agree a time.
