Participants
When a participant can’t join
What each message means, and how to fix it.
| They see | What it means | What to do |
|---|---|---|
| “This study isn’t accepting participants right now. Please contact the researcher.” | Your account is out of interview minutes, or billing is paused. | Add minutes on the Billing page. See Running out of minutes. |
| “This study is full” | It reached its max participants. | Raise the limit in the study settings. |
| “We couldn’t load this study. Please check the link and try again.” | The link is wrong or the study was deleted. | Send the link again, copied from the study page. |
| “This session link is no longer valid” | They filled in their details more than 30 minutes before joining. | Ask them to open your study link again and start over. |
| “We couldn’t connect you to the interviewer” | A temporary problem reaching the interviewer. | Ask them to try again in a minute. If it keeps happening, email us. |
Participants never see anything about your billing; they just see that the study isn’t accepting people right now. You’ll also get an email, at most once a day, when someone couldn’t start because of minutes.
If someone reloads or closes the tab mid-interview, the browser asks them to confirm. Rejoining starts a new session.
Still stuck?
Write to us and a person will get back to you, usually within one business day.