Cancel or reschedule your session – User Interviews Participant Support Center

If you can no longer make a confirmed session, we ask that you give us as much notice as possible.

Please give at least 24 hours' notice for any reschedules or cancellations. Failing to do so may result in a penalty or disqualification from future studies.

How do I reschedule my session?

Some projects let you reschedule directly. Others require the researcher to approve the change first.

If participant rescheduling is enabled

You can reschedule from your account or from your confirmation email.

From your account:

Log in to your account
Select the My Studies tab and find the study.
Select View session details.
Select Reschedule and choose a new time slot.

Screenshot of the My Studies dashboard showing the Reschedule button on a confirmed session

From your confirmation email:

Open the confirmation email for the study.
Scroll to the session details and select Reschedule.
Choose a new time slot from the available schedule.

Screenshot of the confirmation email showing the Reschedule button in the session details section

Note: If rescheduling has been turned off for a study, you'll be redirected to the project messages to connect with the researcher directly.

If participant rescheduling is not enabled

Log in to your account
Select Messages in the menu, or select Message researcher from your confirmation email.
Select the study from the dropdown menu.
In the text box, type UNAVAILABLE (all capitals) and select Send.

Sending "UNAVAILABLE" will immediately remove your spot. You'll receive an email with a cancellation confirmation and a new link showing available times.
If a new time slot is available and works for you, select it to reschedule. Note that rescheduled spots aren't guaranteed.

Tip icon

Tip: Rescheduling releases your original time slot, allowing another participant to sign up. Move quickly to secure your new spot.

How do I cancel my session?

Log in to your account
Select Messages in the top right corner, or go to the messages portal from your confirmation email.
Select the study you need to cancel from the dropdown list.
In the text box, type UNAVAILABLE (all capitals) and select Send.

Screenshot of the User Interviews messaging tool showing the text box where participants type UNAVAILABLE to cancel their session

You'll be automatically removed from the study and the researcher will receive a cancellation alert.

Cancellation policy

If something comes up, you must notify us at least 24 hours in advance. Failing to do so may result in disqualification from future studies through User Interviews.

Late arrival policy

Plan to arrive at least 10 minutes early to your session. Researchers aren't required to accept late arrivals. If you're late, you may receive a prorated payment or no payment at all.

If you have trouble reaching the researcher, contact our Support team and we'll help.

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