Report a Problem with a Session or Participant

On this page:

• About reporting a problem
• Where can you report a problem?
• Report from Results or Session Player
• Report from the Monitor page
• Problem types and resolution options
• EnjoyHQ

About reporting a problem

• If you encounter an issue with a Test plan, Participant, or Technical problem, you can report it directly from the Results tab, Session Player, or Monitor page.
• Reporting a problem ensures our team can review the issue and take appropriate action, including issuing a refund or replacing a participant when necessary.
• Note: Reporting a problem is only available for test types with video recordings. You can report a problem up to 14 days after the participant took the test.

Where can you report a problem?

You can report a problem from:

• Results → Sessions list
• Results → Session Player
• Monitor page

Report from Results or Session Player

From the Sessions List:

1. Click the Results tab.
2. On the Sessions page (left-hand menu), locate the participant session.
3. Click the three-dot menu (⋯) next to the session.

4. Select Report a problem.

   
   
    

5. Choose the reason for reporting.
   
   
6. Select how you’d like the issue resolved.
7. Click Continue to submit.
    

From the Session Player

1. Click the Results tab.
2. On the Sessions page (left-hand menu), select a participant session.
3. In the video player, click the info icon.
4. Select Report a problem.
   
   
5. Choose the reason for reporting.
   
   
6. Select how you’d like the issue resolved.
7. Click Continue to submit.

After submission, you’ll see a “Thanks for reporting a problem” confirmation message.

If you select Return to all sessions, you’ll be taken back to the Sessions list, and the participant’s video and clips will no longer appear if a refund or replacement was requested.

Report from the Monitor page

Once a test is launched, responses are displayed for all audiences in the Monitor tab. This allows you to:

• View the number of responses submitted for each audience
• Confirm your test is working as intended
• Troubleshoot issues with specific audiences

To report a problem from the Monitor page:

1. Click the Monitor tab.
2. Locate the participant's response.
3. Click the three-dot menu (⋯).
4. Select Report a problem.
   
    
5. Choose the reason for reporting.
6. Select how you’d like the issue resolved.
7. Click Continue.

Problem types and resolution options

When reporting a problem, you’ll first select the issue type:

• Problem with the test plan
• Problem with the participant
• Technical problem - Audio, Video, Issue with recorder app, other
   

Problem with the Test Plan

Select this option if the issue is related to the setup or structure of your test.

Reasons you can choose

• Question or task issue
• Targeting criteria or screener question error
• Launched the test too early or by accident
• Problem with access to the website, app links, or test
• Other problem
   

Problem with the participant

Select this option if the issue is related to participant behavior or qualification.

Reasons you can choose:

• Instructions weren’t followed
• Targeting criteria or screener requirements were not a match
• Personally Identifiable Information (PII) — If you select this issue, replace the participant with another participant.
• Other problem

Technical Problem

Select this option when the issue is related to a platform error or recording issue rather than the test plan or participant behavior.

Common scenarios

• The video did not record properly
• Audio is missing or distorted
• Session failed to upload
• Playback errors in the Session Player
• Other technical malfunctions during recording or uploading

Note: Technical problem is available when reporting from the Results tab or Session Player.

Resolution options 

Choose how you'd like us to handle this session.

You can keep the current response, receive a refund, or recruit a replacement participant.

Important: If you choose Refund the session or Replace the participant, you'll lose access to the current session's video, responses, and data.

Note: Only Admins and Creators can process refunds. Viewers and Collaborators do not have permission to refund a session.

• Refund the session 
  Receive credit for this session. The participant will not be replaced, and the session quota will decrease by one.
• Replace the participant with a different one
  Receive credit for this session and recruit a new participant to complete the test. The current participant's session will be removed and replaced.
• Keep the response. Report the problem only 
  Keep the participant's session, video, and data while reporting the issue to our team. No refund or replacement will be provided.

Pro tip: In most cases, replacing the participant is the best approach. Keep the following in mind:

• Participants cannot take the same test more than once. If you need the same participant to retake the test, duplicate the test and manually assign them. 
• For highly specific audiences, custom recruiting, or Custom Network participants, replacing the participant may not be the best option. If the replace option is unavailable, refund the session and manually add the participant to a new copy of the test.
• You can only report a problem once per participant.

EnjoyHQ

Refer to the EnjoyHQ status page.

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