The survey will not load or does not display properly
Most display problems are caused by old files stored in your browser, for example after a system update. Try these steps in order:
- Clear your browser's cookies and cache, then refresh the page.
- If the problem stays, open the survey in a different browser (Chrome, Firefox, Edge or Safari).
- Turn off ad blockers and privacy extensions for the survey page.
- Turn off any VPN or proxy. Surveys are meant for people in a specific country, and a VPN makes you appear to be somewhere else.
I can't go any further in the survey
Most surveys are hosted by our research partners, not by TGM Panel, so an error inside the questionnaire is usually on the partner's side. If a survey stops working:
- Wait a moment before refreshing. Refreshing too quickly can end the session.
- Take a screenshot of the error.
- Send the screenshot and the survey number to our support team so we can report it to the partner.
Why can some surveys only be completed on a computer or on a smartphone?
We have no influence on the technical settings of surveys provided by our partners. For technical reasons some surveys work correctly only on one type of device. If a survey tells you to switch devices, open the invitation again on the device it asks for.
Can I resume a survey that was interrupted?
Unfortunately, no. A survey that has been started cannot be resumed later. Before you start, check the estimated length and make sure you have enough time and a stable internet connection.
Reporting a technical problem
When you contact support about a survey, please include:
- the survey number (you can find it in your survey history)
- a screenshot of the error
- the device and browser you used
- the date and approximate time