Technical support radio silence

Hi All, there is some sort of negative balance error on my account which came to light about half way through a live study (some participants said they couldn’t see my study which is how I realised there was a problem). I asked for support and got an annoying ‘have you tried…’ reply which meant nothing further was done until I raised the issue again and then I got the reply that the engineers are working to fix it. I got absolutely no updates, no work-arounds nothing after that. Then I complained and got the same ‘we’re working on it’ reply. This started on Monday (18/01). It’s now Thursday (20/01). Any suggestions? I would have like some kind of idea from them of how long I would be waiting, some idea of why it’s so difficult to fix…any thoughts as to what I should do next?

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Hey @Denise_Wallace, I’m sorry that you’ve had no updates on this! I’ll get in contact with the team, and see what the progress is. Thank you for your patience :slight_smile:

Hi Josh, thanks for getting in touch. I was contacted late morning having sent another complaint through. They can’t fix the problem and I will now have to open a new account with a new email address while they figure out the bug. I don’t like the idea of having 2 parallel accounts and will probably forget to check my non-academic email so it’s a sensible work-around but it’s not ideal.

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Dear Denise

I am sorry to hear of the bug. Perhaps there may be a way of forwarding your non-academic email to your academic email account for the time being
E.g. with gmail there a forwarding function

Just an idea,


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Thanks Tim, that’s a great suggestion. I’ll do that :slight_smile: