Help & Support

How do I cancel or reschedule my session?

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Last updated:
June 11, 2021

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

How do I reschedule my session?

The researcher will be able to reschedule you to a new spot or possibly provide alternate options for you if the schedule is full. If there are other spots available, your spot will be canceled. Here is how to contact the researcher:

  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 "Reschedule", and select "Send".
  5. The researcher may reply with new times, or ask your availability. Messages will be emailed to you. Make sure to reply in the messages tool, and not directly to the email.

If you are sent a new booking link, keep in mind that your session has been reopened to others. Someone else will be able to take that open spot, so move fast!

Please keep in mind that reschedules are not guaranteed. If the researcher cannot honor your request, you can keep your original spot or be canceled.

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", and select "Send".

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

Cancelation 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 complete this form and a member of our team will assist you!

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