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Why was my payment canceled?
Customers have 14 days to review your test and either approve or cancel the payment. If they don’t take action, the payment is automatically approved and sent to your PayPal account.
If your payment status is Canceled, it means the customer couldn't use your feedback in their research.
Sharing the wrong screen
Audio or video quality issues like background noise, low volume, and poor lighting
A mismatch between your profile and your screener responses
Skipping tasks or submitting responses that were too short or off-topic
It can be discouraging to check your test history and notice a canceled payment. We know you put time and effort into each test, so this article explains what happens when a payment gets canceled and what you can do to prevent canceled payments in the future.
In this article
Why customers may cancel payment
In most cases, a customer cancels payment because they can’t use the test results for their study.
Here are some common reasons:
There was an issue with your feedback
A customer may cancel payment if you:
- Didn’t follow the test instructions
- Skipped tasks
- Rushed through the test
- Didn’t provide enough spoken feedback or detailed written responses
- Gave responses that were off topic
- Closed the recorder before reaching the end of the test
Best practices
- Read all instructions before you start
- Take your time and explain what you’re thinking out loud
- Complete every task and final question
Technical or audio problems made the test unusable
A customer may cancel payment if:
- You accidentally shared the wrong screen on your device
- Your recording had little or no audio
- Your voice was too quiet, muffled, or hard to understand
- Background noise you could control made it hard to hear you
Best practices
- Test your microphone before you start
- Record in a quiet space
- Use a steady speaking pace
There was an issue with your account or profile
Our Contributor Terms of Service and policies help keep the platform fair and trustworthy. We may cancel payments if we confirm issues like:
- Using more than one account
- Sharing your account with other people
- Serious or repeated mismatches between profile details and screener answers
- Not meeting location requirements when that matters for the study
Best practices
- Keep your profile information accurate and up to date
- Answer screener questions honestly
- Use only one account and don’t share it with others
What to know about feedback from our Quality Team
When a customer cancels payment, our Quality Team may review the test and leave feedback to help you understand why and what steps you can take before your next test. When Quality Team feedback is added, we’ll send you an email to let you know.
You can also review your feedback from your test history.
Check your test history for feedback
The email is a notification only. To view the full feedback:
- Go to Your tests.
- Select the History tab.
- Find the test you want to review.
- Select the test to open its details.
- View the Feedback section.
Any comments from our Quality Team will appear in the Feedback section of the test.
What to do next
- Check your test history for notes from the customer or Quality Team feedback
- Look for patterns, like repeated audio or upload issues, so you can troubleshoot your device
- Review and update your profile, if needed
If you believe a payment was canceled by mistake, please contact Support so we can help.