Something is not working

Most problems are quick to fix. Find your problem below and try the steps. If it still does not work, write to the research team.

The camera or microphone is blocked

You may see Please allow the camera and microphone to record. or Please allow the microphone to record a voice note. This means your phone or browser said no to the camera or microphone.

On iPhone, with Safari:

1. Open the Settings app.
2. Tap Safari.
3. Tap Camera, and choose Ask or Allow.
4. Go back, tap Microphone, and choose Ask or Allow.
5. Go back to the study and reload the page.

On Android, with Chrome:

1. In Chrome, open the study.
2. Tap the icon at the left of the web address.
3. Tap Permissions, or Site settings.
4. Set Camera and Microphone to Allow.
5. Reload the page.

The words can be a little different on your phone. If the camera still does not work, also check that Chrome may use the camera in your phone's own Settings, under Apps.

If you see No camera was found. or This browser cannot record here., open your personal link on your phone instead.

An upload is stuck or slow

Videos can be large, so they can take a while.

• Keep the page open until the file says Uploaded.
• Use Wi-Fi if you can.
• If you see Upload interrupted, wait for your connection to come back. The upload continues by itself. Or tap Try again.
• If it still does not move, tap Remove and record a shorter video.

The link does not work

If you see This link does not work:

• The research team may have sent you a newer email. Use the link in the newest invitation email.
• You may have stopped taking part, or the study may have ended.

The buttons in reminder and message emails work for two weeks. After that, use the link in your invitation email.

If you see Open your invitation link, your phone is not signed in. This can happen on a new phone, in another browser, or after you cleared your browser's data. Open the personal link from your invitation email again.

I cannot see a task yet

• Tasks appear on the day they open. Look under Coming up on the Today screen to see when.
• Some tasks open at a set time of day. Times follow the time zone your phone had when you joined.
• If the study has not started yet, the Today screen says so, and shows the start date when there is one.
• If the study is paused, the screen says so. Please check back later.
• If you see This task is not open now., the time for that task may be over.

It says I already sent it

You have already sent this task. Thank you! means your answers arrived. You do not need to send them again. Some tasks let you send more than once. Then you see Add another on the Today screen.

Still not working?

Write to the research team. Tap Messages at the bottom of the screen, describe what happens, and tap Send. See Messages from the research team.