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