Get help with common Participant login issues

Who is this article for?
‍🗣️ Participants

Having trouble logging into your Participant account? Here are steps you can take to troubleshoot and resolve the most common issues. 

🛑 Are you a Researcher, not a Participant? Troubleshoot your login issues here instead.

Reset your password

In most cases, login issues are due to forgotten passwords (because it happens to all of us!). If your password is being rejected, you’ll get an error message that says “invalid email/password combination.”

Click "Forgot Password?" on the sign in page (make sure you’re clicking this from the Participant sign-in page) to request a reset email. 

You'll be sent an email that contains a link—click it. When prompted to choose a new password, enter it twice and click "Update Password.” Create a new password that you will remember. Do not enter the temporary password reset key on this page.

‍If you did not receive the password reset email, check your spam folder. 

Make sure your account is active

If you’re receiving a “record not found” error, your account may have been deactivated or it may not have existed in the first place.

If you haven’t created an account yet, you’ll need to do that first—learn how in our support page for creating a participant account. If you’re sure you’ve created an account and you’re still getting this error, contact our support team. 

Make sure you’re logging in using the Participant sign in page

When you click “sign in” on the User Interviews website, you’ll be prompted to choose whether you’d like to sign in as a researcher or as a participant. Double-check that you’re signing in on the Participant page, not the Researcher page. 

Questions or still having trouble? Reach out to us here and a member of our team can assist!