For All Support Requests
Please provide at least the following:
Your full name as it appears on your Respondent participant account.
Your primary email address is associated with your Respondent account.
Your Participant ID — You can find this in your profile under Settings. It appears directly below your name and looks something like this:
69b79bdc70806354c1a01385
Settings page showing Participant ID below the user name
For Project-Specific Issues
If you're reaching out about a specific project (status issues, delayed or missing payments, attendance disputes, etc.), include the above plus:
The full project name exactly as it appears in My Projects. For example: "B2C General Attribute Test" or "Does your home have a Central Heating and/or Central Air Conditioning?"
My Projects → Applied tab showing project names and statuses
The incentive amount is shown on the project detail page (listed under "reward").
The project type (e.g., Video call, Online task, etc.) — visible on both the project list and detail views.
Your current project status (e.g., Pending, Invited, Scheduled) — visible on the project card.
A screenshot of the project detail page, if possible. This helps our team see exactly what you're seeing and speeds up the investigation.
Project detail page showing project info, reward, duration, and status
Tips for Faster Resolution
Be specific. "My payment for 'B2C General Attribute Test' is 10 days late" is much faster for us to investigate than "I haven't been paid."
Include screenshots. A screenshot of the project detail page or error message helps us skip back-and-forth clarification.
One issue per message. If you have multiple issues across different projects, separating them helps us track and resolve each one.
How to reach Respondent Support:
1. Start a chat with our Support Team directly from the chat support "bubble" in the bottom right hand corner of your screen (when logged into the Respondent platform). From there, our AI auto-help agent will immediately begin assisting you!
2. Our Support queues are monitored by real humans Monday through Friday, from 11:30 AM Eastern US until 7:30 PM Eastern US, excluding US federal holidays. Please allow more time for our assistance on Monday's and following US federal holidays, as we will be working to get caught up across all pending requests. There is no need to duplicate your outreach or send multiple follow ups, we will be with you as soon as we can!
3. In the event our AI auto-help agent is unable to resolve your issue, or answer your question, simply ask to speak to a human or select the "Talk to a Human" option at anytime and your thread will be escalated for a team member to review.
4. In the event the chat service is down or otherwise unresponsive, please email support@respondent.io as a backup option to reach our team. In order to keep queues organized and our follow up as efficient as possible, please only reach out via one method (either in-app Support Chat or email). Thank you!
We look forward to helping you! Thanks for being the best part of Respondent!