How to Launch A Support Case

Dear Members,

We hope you’re all enjoying your summer so far!

We just wanted to shed some more light on the procedure for opening a support case with us in regards to completed surveys. We’ve had a few members inquiring about being awarded Sweepstake Entries for surveys in place of points, and in order for us to look into your case quickly, we need to make sure we have all of the necessary information.

So here’s how to launch contact us with regards to a completed survey:

1. Once you have logged into your account, scroll to the bottom of the Toluna web page and click on “Contact”

2. Click “click here” to send us a support request or to ask us a question.

3. You will then be redirected to this page:

Please make sure you select a topic for your question – in the case of enquiring about points and Sweepstake Entries, the topic would be “Survey payment” – and that you reference the survey I.D number (this can be found in the survey invitation email).

Then, write a brief summary of your problem in the “Summary” box.

After this, you will need to give us some specifics about your problem – please put as much detail about your case as possible into the “Problem description” box. The more information we have, the quicker we can get back to you.

Please ensure also that you attach a screenshot of the completion screen of the survey in question. On this screenshot we must be able to see:
The URL link
The date and time of completion

4. You will then be given a support case I.D number, which you should reference in any further correspondence with us.

We hope that makes the process a bit clearer!

See you soon on the site,

The Toluna Team

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