We get it—life happens! If you can no longer participate in a study at the time you're confirmed for, all we ask is that you provide us with as much notice as possible.

We request at least 24 hours notice for any reschedules or cancellations to avoid a penalty or disqualification from participating in future studies.

How do I reschedule my session?

While some projects allow you to reschedule your session with no action needed from the researcher, others require manual approval from the researcher.

If participant rescheduling is enabled -

1. ‍Log in to your account.
2. View the "My Studies" tab and select the project in reference.
3. Select "View Session Details"
4. Click "Reschedule" and choose a new time slot from the available schedule.

or

1. Navigate to your email.
2. View the confirmation email for the corresponding study.
3. Scroll to the session details and select, "Reschedule".
4. Choose a new time slot from the available schedule.

Note: If this feature has been turned off for any reason, you will be automatically redirected to the project messages to connect with the Researcher.

If participant rescheduling is not enabled -

1. ‍Log in to your account.
2. Click "Messages" in the menu to open our chat tool, or select "Message researcher" from your confirmation email.
3. Select the project in reference from the drop-down menu.
4. Click the text box, type "UNAVAILABLE" (all capital letters), and select "Send".
5. This will immediately remove your spot. You will be sent an email with a new link that includes available times.
6. If one is a fit and is open, you may select it to reschedule yourself. Please note that rescheduled spots are not guaranteed.

💡Keep in mind that rescheduling your session releases your original time slot, allowing another participant to sign up! We recommend moving quickly to secure your spot.

How do I cancel my session?

1. ‍Log in to your account. 
2. In the top right hand corner, click "Messages". You can also go directly to the Messages portal from your confirmation email!
3. You'll be taken to our messaging tool which directly connects participants with researchers. You'll only be able to message researchers of active studies you are a part of.
4. Select the project from which you need to cancel from the drop-down list.‍
5. Click the text box, type "UNAVAILABLE" (all capital letters), and select "Send".

That's it! You'll be automatically removed from the study and the researcher will receive your message with a cancellation alert.

Cancellation policy

If something comes up and you are not able to make it, you must notify us 24 hours in advance. Failure to do so may result in disqualification from participating in future studies through User Interviews.‍

Late arrival policy

Plan to arrive at least 10 minutes early to your session. Researchers are not required to accept late arrivals. If you are late, the company conducting the study may pay you a prorated amount or turn you away without payment.

If you have any issues contacting the researcher, please reach out to us here and a member of our team will assist you!