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Frequently asked questions

Please browse through the questions and answers below – these are the most frequent questions that we get from our panel members. However, if you can’t find the answer to a specific question, contact us and we will be happy to assist you.

Registration

Who is eligible to sign up for our panel?

Anyone who is currently at least 16 years old and has access to the internet, no matter the device he or she is using: desktop computer, laptop, smartphone or tablet.

Does the registration cost anything?

No. The registration is free of charge and it will always stay like that.

How do I sign up?

Please access this page, click on the tab named “Sign up”, fill in some basic data about yourself and then click on “Register” at the bottom of the form. You will immediately receive an email that includes an account activation link. You must click on that link in order to activate your account and start receiving surveys. If you don’t activate your account you cannot receive survey invitations. After the validation, you can log in with your email address and the password you have chosen at registration.

Can my friends or family members sign up as well?

Of course. Please send this link to your friends or relatives by email, WhatsApp, Facebook or by whatever other method you prefer.

Each friend or family member must register separately using a different email address and share their own unbiased opinions. Please note that an IP address can access a survey only once, therefore friends or relatives who want to answer the same survey must do it from different locations.

Can I create more accounts to earn more money?

Unfortunately, no. A person can create and use one single account.

Which type of surveys will I be invited to?

Our surveys have a lot of different topics. Many of the them are about your consumption habits, either food preferences, cars, vacations, travel, which type of phone you own, what do you use it for etc. Occasionally you may also receive surveys on social and political topics. Based on the information you provide when you fill out the profile section of your BrainActive account, we can better understand which surveys are best suitable for you. Hence, it’s important to keep your profile updated at all times.

Please note that each survey requires opinions from individuals who have certain consumption habits or other profiling characteristics which we cannot know at the time we send you the survey; that is the reason why sometimes you might not qualify for some of the surveys we send you. You can find more details on this topic in the “Rewards” section down below.

Will I receive emails from third parties?

No. We guarantee that you will never receive an unsolicited email (spam) because you are a member of our panel.

Red Orange Research S.R.L., the company that owns the BrainActive panels and this website, is fully compliant with GDPR, the European Union law that regulates the processing and storing of individuals’ personal data. Please read our privacy policy, where we clearly explain how we manage your personal data.

Panel membership

I'm trying to login but it doesn't work. Why?

This most likely happens when you enter your email or password incorrectly, either by manually typing them or due to the auto fill-in function set in your web browser. Please make sure that you are entering both the email and the password correctly when trying to login, exactly as you originally chosen them. It’s best to enter them manually and not by using the copy/paste function.

Our passwords are sensitive to uppercase and lowercase letters, please take that aspect into account as well. If you are sure that you are entering the right email address and password and you still can’t login, then you can delete the cache on your page and try again; if that still doesn’t help you fix the issue, then please reset your password by following the instructions mentioned in the “Password recovery” section below. And if you still can’t login, please contact us and we will fix the issue for you.

How do I unsubscribe or delete my account?

You can do that at any time by signing in to your account, accessing the “Update profile” section and clicking on “Cancel account”. As soon as you delete your account all the personal information you shared with us is automatically deleted from our database and you will no longer receive invitations to our surveys. Also, any rewards that were not redeemed before canceling your account will be lost, therefore, if your balance exceeds the minimum threshold required for withdrawal, please make sure to redeem your rewards before clicking on “Cancel account”.

Does anyone else have access to the information in my account?

No. We do not share any of the information in your profile with a third party and/or give a third party access to your information, without having a written consent from your side. The only exception to this rule is when we are forced to do that by a court decision.

Red Orange Research S.R.L., the company that owns the BrainActive panels and this website, is fully compliant with GDPR, the European Union law that regulates the processing and storing of individuals’ personal data. Please read our privacy policy, where we clearly explain how we manage your personal data.

How can I update my profile?

Please log in to your account and go to the “My Profile” section, where you can always update your address, email, password etc., as well as any other information you entered in your profile.

Then scroll down and you will see the extended profiling information, where you can enter details about your education, profession, occupation, car, your travels, etc. It is important to fill in as much information as possible in your profile (ideally all categories), because this is the only way we can find out which surveys are suitable and relevant for you.

Each study we run has its own target audience: this can be made of car owners, for example. If you fill in the automotive section, we will know if you are a car owner and, consequently, we will invite you to participate to surveys which require car owners’ opinions. The rest of the sections work in the same way. Please fill out as many sections as possible in order to get more invitations to our surveys and, consequently, to increase your chances of earning more rewards.

Kindly note that right after changing your email address you won’t be able to access your BrainActive account for the next 7 days – this is due to security measures in place, meant to protect the unauthorized access to your account. Please email us if you have any questions or concerns.

Most importantly: please don’t forget to click on “Update” after changing any information.

Rewards

What type of rewards can I win?

Immediately after filling out a survey successfully, you are rewarded with an amount of money which is allocated to your BrainActive account. Then, once you reach the minimum rewards threshold in your account, typically the equivalent of 10 euros, you can withdraw the money by either one of the options mentioned in the “Rewards” section, accessible at the top of this page.

Where are the rewards that I earned?

The rewards that you earn are instantly sent to your BrainActive account, right after successfully filling out any survey. When that doesn’t happen it is either because you haven’t actually finished completing the survey and got disqualified for various reasons (read more details below about this) or there was a temporary error on the survey link. Please email us if you have any questions or concerns.

How can I withdraw the rewards that I won?

Please log in to your BrainActive account, click on “Rewards”, choose the type of reward you prefer and then click on “Redeem rewards”. Once you do that we will get a notification in our platform and a member of our panel support team will send you the money within the next business day, via the method you chose. Please find out more about our rewards options in the “Rewards” section, accessible at the top of this page.

Why can't I withdraw my rewards?

That is due to the minimum rewards threshold rule. You first need to reach the minimum level of money in your BrainActive account before you can redeem your rewards. This minimum level is the equivalent of 10 euros, however it may slightly vary from country to country.

Where can I see my current balance?

Please log in to your BrainActive account and you will find the current balance on your dashboard.

How much money can I make?

This depends on the number of surveys you manage to fill out, which in turn is influenced by the number of invitations we send you and by how quickly you react when you receive a survey. We cannot guarantee a certain frequency of sending you surveys, however receiving an average of 4-5 survey invitations per week is realistic. To maximize your earnings it’s best to fill up your profile 100%, keep it updated and check your email or your BrainActive account at least once a day.

To make sure you keep receiving our emails, please add support@brainactivepanels.com to your contact list, so that our emails do not end up in your spam folder.

I finished a survey but I can't see the reward in my BrainActive account. Why?

There can be various reasons why that happens: some are related to the quality of the answers you have given, reasons related to the mismatch with the requested target, the limit on the number of responses our clients need or, exceptionally, there was a error of redirection on the survey link which prevented proper reward allocation.

Data quality is extremely important for both us and our clients. There may be situations when the responses you provide are considered non-compliant from a quality point of view. The cases are the following:

  • Too speedy responses: each questionnaire has an estimated average duration; if you do not fill in the questionnaire in an acceptable timeframe, it will be considered inappropriate from a quality point of view; it means you have not read the questions and answer options carefully; consequently, the answers you provide might not be considered relevant by our client and may be marked as invalid.
  • Inconsistent answers: in a questionnaire there may be similar questions phrased differently; if you offer different answers to these similar questions, they might be flagged as invalid by our client.
  • “Red Herring” type answers: sometimes, our clients insert specific questions to test your attention and check if you indeed have read the question and answers carefully, so that your answers are real and reflect your opinion. There may be the same question asked in different ways and placed in different sections of the questionnaire, for which you are expected to answer the same way or choose the same answer option. Or, there can be a simple logical test, to check if you are paying attention to the text in the questionnaire. If you do not pass this test, your opinions might not be considered acceptable by the client and, consequently, your answers may be marked as invalid.
  • Improper answers: from time to time there may be questions where no answer options are mentioned, just a box in which you have to type in your answer. If the answer you provide is not connected to the question, includes inappropriate language or letters without any meaning, it might be invalidated by the client.

When we receive answers such as the ones mentioned above, all answers given in that survey may be considered unacceptable from a quality point of view and, in such case, you will not be rewarded for that particular survey. If we consistently get such answers in multiple surveys, we reserve the right to cancel your account. And, when that happens, your current rewards balance will be forfeit.

Also, there are 2 others cases when you may not be rewarded:

  • you do not match the profile which our client needs in that specific study. Why that happens: clients are only interested in opinions that can be extrapolated to the entire population of a region/country; unfortunately, we cannot know beforehand if you match the target profile that the client wants in a survey. Moreover, sharing that information with the people who answer to surveys is something that is against the industry’s regulations.
  • you match the target profile, but there is a maximum limit of answers accepted by the client for certain demographic criteria (typically age, gender and region) and, at the moment you access the link, the maximum limit has already been reached. Again, the reason why this happens is because clients need to extrapolate the survey’s results to the entire population of a country/region, which means that the demographic structure of the people who answer the survey must match the demographic structure of all people living in that respective country/region.

Aside from all this, technical errors may happen from time to time and, unfortunately, are beyond our control; if you think that the reason for not receiving the reward in your BrainActive account was an error on the survey link, contact us.

I've just completed the profile in my BrainActive account but I did not receive any reward. Why?

That happens because currently we do not reward panel members for completing their profile, but only for filling out surveys successfully.

However, we thank you very much for completing your BrainActive profile. This is very useful for us to determine which surveys are the most suitable to you.

Why don't you offer PayPal anymore?

PayPal has decided to change its methods of adding money to business accounts, which unfortunately affected our operations, basically making PayPal unavailable to us as a method of redeeming rewards. As an alternative we have introduced Skrill, which works in a similar way with PayPal and also allows money to be transferred instantly to your personal account. Please read more about the types of rewards we currently offer in the “Rewards” section, which is accessible at the top of this page.

Can I redeem my rewards via wire transfer to my personal account?

Unfortunately, this is not a feasible option for us at the moment. However, we do offer an instant money transfer via Skrill and from your Skrill account you can withdraw the money in different ways, as explained here. Among others, there is an option to transfer the money to Skrill Virtual Prepaid Mastercard, which you can instantly generate online inside your Skrill account and use when shopping at various online merchants. There is also an option to transfer the money to your personal bank account. Please note that Skrill may charge a fee when using some of these options, therefore it’s a good idea to withdraw the money from your Skrill account only once you have collected a larger sum of money.

What is Skrill?

Skrill is an online service that allows instant money transfers between people around the world, between people and businesses, as well as between businesses. Please read more about it here.

Is Skrill available in my country?

Receiving money via Skrill is possible in almost all countries of the world, except for the ones mentioned here.

If I withdraw my rewards via Skrill, will it cost me anything?

If your Skrill account’s currency is euro, then no, it will not cost you anything to receive money. But, if the currency is anything else than euro, then Skrill will charge a fee of the amount sent to you. Learn more here. It’s best to set your Skrill account’s currency to euro in order to avoid any possible fees.

Do I need to have a Skrill account prior to withdrawing my rewards using this method?

No, it’s not necessary to have a Skrill account created before you redeem your rewards. We will send you the money to the email address that you used when signing up for our panel. Very shortly after you will receive an email with detailed instructions about how to create yourself a Skrill account, in case you need one, and how to receive the money that were sent to you.

How long does it take to receive the money via Skrill?

We always send you the money within 1 business day from the moment you redeem the rewards in your BrainActive account. How soon you receive it depends on whether you alreeady have a Skrill account and whether the email address you are registered with at BrainActive is also used in your Skrill account. There can be 3 cases:

  • If you already have a Skrill account registered with the same email address, the money will be deposited to the same account, as soon as we make the transfer.
  • If you have a Skrill account but it’s registered with a different email address than the one you used when signing up for our panel, then you need to add this email address to your Skrill account. Check here to understand how this can be done. Once you did that, the money will be deposited to your Skrill account.
  • If you don’t have a Skrill account at the time we send you the money, you will have to create it, based on the instructions received in the email from Skrill. Don’t worry, it’s very simple and it only takes a few minutes. When you create your Skrill account please make sure to use the same email address that you used when you signed up for BrainActive panel, because that will allow the money you receive to be deposited immediately. Also, if possible, please set your account’s currency to euro, to avoid any fees associated with receiving money.

Why was a fee charged from the reward received in my Skrill account?

That happened because the currency in your Skrill account is other than euro. Money transfers made between Skrill accounts are free, however, Skrill charges a fee when the currency in the recipient’s account is different than the currency in the sender’s account. The currency in our Skrill account is set to euro, therefore we strongly advise you to set your Skrill’s account currency to euro, in order to avoid this fee.

What types of Amazon gift cards do you offer?

For our panel members in the UK we offer online gift cards issued by Amazon.co.uk.

What is an Amazon.co.uk gift card?

It’s an electronic gift card that can be used when you make purchases on Amazon.co.uk.

How long does it take to receive my Amazon.co.uk gift card after I redeemed my rewards in my BrainActive account?

We send you the Amazon.co.uk gift card to the email address you used when you signed up to our panel within 1 business day from the moment you redeem your rewards in your BrainActive account.

If I withdraw my rewards via an Amazon.co.uk gift card will it cost me anything?

No, nothing. The amount that you withdraw from your BrainActive account is identical with the amount that you will receive on your Amazon.co.uk gift card.

Do I need to have an account on Amazon.co.uk prior to withdrawing my rewards via an Amazon.co.uk gift card?

No, that is not necessary. We will send you the Amazon.co.uk gift card to the same email address that you used when you signed up for our panel. Very shortly after, you will receive an email informing you that an Amazon.co.uk gift card was sent to you, and that email will also include an unique code.

You can deposit the balance of the gift card in your Amazon.co.uk account and use it for later purchases or you can directly enter the unique code on the checkout page, whenever you make a purchase. Learn more about how to use your Amazon.co.uk gift card here.

How long is the Amazon.co.uk gift card valid for?

According to these terms and conditions, the portion of your Amazon.co.uk Balance made up of gift cards issued after October 1, 2005 do not expire. Please note that this policy may change at any time without prior notice, so it’s advisable to check it on a regular basis.

How do I use the Amazon.co.uk gift card that you have sent me?

Simply follow the steps mentioned here.

Can I use my Amazon.co.uk gift card on any Amazon website?

Unfortunately, no. The Amazon.co.uk gift cards can only be used for purchases made on Amazon.co.uk. Also, please note that an Amazon.co.uk gift card cannot be refunded or exchanged with a gift card issued by other Amazon website.

The unique code on my Amazon.co.uk gift card does not work. What do I do now?

Each Amazon.co.uk gift card is purchased by our team after you make a rewards redemption request in your BrainActive account, so it should work without any problems. However, occasionally errors may occur. Please check this webpage to learn more about the common problems regarding the usage of the Amazon.co.uk gift cards. If you still have issues with using your Amazon.co.uk gift card after that, please contact us.

Can any product posted on Amazon.co.uk be delivered to my address?

It’s possible that some products can not be delivered to your address. These are limitations set by the merchants selling on Amazon.co.uk. In order to know if a certain product can be delivered to your address, and to find out the costs associated with the delivery and the shipping time, please follow these simple steps:

  1. go to Amazon.co.uk and log in to your account
  2. in the upper left corner of your screen, right below the Amazon logo, click on the “Deliver to …” sign. Select the address where you want to receive the product; if there is no address in your account, then select the country where product should be delivered
  3. click on the product you would like to order and you will see if it can be delivered to your address/country right next to or under the price, along with the shipping and import fees and the estimated time of delivery.

Are there any other limitations associated with using the Amazon.co.uk gift cards?

Yes. Please read the terms and conditions of Amazon.co.uk gift cards to learn more.

Filling out surveys

How do I receive the surveys?

The survey invitations are sent to the email address that you have provided at registration. All active surveys are also visible and accessible in your BrainActive account dashboard. We never contact you via phone or via any other method without your prior written consent.

How do I fill out the surveys?

Each invitation to survey that you receive via email has a short text that includes the following details:

  • the survey link;
  • the estimated time required to fill out the survey (in minutes);
  • the reward you receive if you fill out the survey successfully.

In order to see the questions in the questionnaire, you need to click on the button inviting you to start the survey. If the button does not work, copy the link shown under it and open the survey in a new browser.

As soon as you open the questionnaire, the questions are displayed one per page, in a logical order. There are short instructions which will help you better understand what is required from you. Some questions have various answer options you can choose from (which we call closed-ended questions), others have drop-down lists, while others have a box where you have to type in a text to answer. There may be other types of questions in our questionnaires, for example ones where you have to associate pictures with a text or where you have to split a percentage of 100% to various answer options.

In most cases, questions are intuitive and straightforward. Please read the instructions shown for each question to fully understand their correct meaning and choose the answers that reflect your opinion.

How long does it take to fill out a survey?

Most of the studies take 10-15 minutes in average to fill out. Nevertheless, there are cases when you will be invited to longer surveys that might take up as much as 45 minutes to complete. Filling out any survey is voluntary, but it is important to know that longer surveys offer higher rewards than shorter ones.

Where can I see the estimated time necessary to fill out a survey?

The estimated time duration is always mentioned in the invitation to survey sent to your email address.

How many surveys can I fill out?

There is no limit. You may fill out every survey that you receive.

Is it mandatory to fill out every survey that I receive?

No. The participation to our surveys is entirely voluntary. It is, though, in your advantage to respond to as many survey invitations as possible. The more surveys you fill out successfully, the more rewards you earn.

I have just received a survey invitation, but the survey is already closed. Why?

Some surveys are open for a very short timeframe, even less than an hour. That happens usually when clients try to capture the impression made by a specific ad that was broadcasted on TV a few minutes or hours ago, for instance. Fortunately, such cases are exceptions and most surveys remain open for at least 2-3 days. However, it’s a good idea to answer to surveys as soon as you receive them, to maximize your chances of winning rewards.

Does it cost anything to fill out a survey?

No. Filling out a survey is free of charge and it will always stay that way. Moreover, for every survey you fill out successfully, you receive a reward in your BrainActive account.

I started to fill out a survey and was quickly disqualified. Why?

This usually happens when you either do not match the target profile required in that survey, your answers do not meet the quality criteria set by our client for that particular survey or there is a limited number of interviews accepted by our client for certain demographic criteria (typically age, gender or region, but there can be others too).

First, there may be 2 situations:

  • you do not match the profile which our client needs in that specific study. Why that happens: clients are only interested in opinions that can be extrapolated to the entire population of a region/country; unfortunately, we cannot know beforehand if you match the target profile that the client wants in a survey. Moreover, sharing that information with the people who answer to surveys is something that is against the industry’s regulations.
  • you match the target profile, but there is a maximum limit of answers accepted by the client for certain demographic criteria (typically age, gender and region) and, at the moment you access the link, the maximum limit has already been reached. Again, the reason why this happens is because clients need to extrapolate the survey’s results to the entire population of a country/region, which means that the demographic structure of the people who answer the survey must match the demographic structure of all people living in that respective country/region.

Then, data quality is extremely important for both us and our clients. There may be cases when the responses you provide are considered non-compliant from a quality point of view. In such situations, you may get disqualified prematurely. The cases are the following:

  • Too speedy responses: each questionnaire has an estimated average duration; if you do not fill in the questionnaire in an acceptable timeframe, it will be considered inappropriate from a quality point of view; it means you have not read the questions and answer options carefully; consequently, the answers you provide might not be considered relevant by our client and may be marked as invalid.
  • Inconsistent answers: in a questionnaire there may be similar questions phrased differently; if you offer different answers to these similar questions, they might be flagged as invalid by our client.
  • “Red Herring” type answers: sometimes, our clients insert specific questions to test your attention and check if you indeed have read the question and answers carefully, so that your answers are real and reflect your opinion. There may be the same question asked in different ways and placed in different sections of the questionnaire, for which you are expected to answer the same way or choose the same answer option. Or, there can be a simple logical test, to check if you are paying attention to the text in the questionnaire. If you do not pass this test, your opinions might not be considered acceptable by the client and, consequently, your answers may be marked as invalid.
  • Improper answers: from time to time there may be questions where no answer options are mentioned, just a box in which you have to type in your answer. If the answer you provide is not connected to the question, includes inappropriate language or letters without any meaning, it might be invalidated by the client.

When we receive answers such as the ones mentioned above, all answers given in that survey may be considered unacceptable from a quality point of view and, in such case, you will not be rewarded for that particular survey. If we consistently get such answers in multiple surveys, we reserve the right to cancel your account. And, when that happens, your rewards balance will be forfeit.

Aside from all this, technical errors may happen from time to time and, unfortunately, are beyond our control; if you think that the reason you got disqualified prematurely was an error on the survey link, contact us.

Why did I receive more than one invitation to the same survey?

It’s possible for you to receive an invitation to the same survey more than one time. That happens when we have not yet managed to collect the minimum number of answers needed by our client and we still need people to fill out the survey. The maximum number of invitations you can receive for the same survey is 3. Of course, you will not receive the same invitation if you have already completed the survey.

How can I receive more surveys?

Even though we cannot guarantee a certain frequency to send you surveys, the safest method is to fill out as much information as possible in your profile. The more information you add in there, the more precisely we will know which surveys are best suited for you and send you more invitations. It is ideal to fill out your profile 100% and keep the information updated at all times.

Why is the survey in a different language than the official one in my country?

We always strive to deliver surveys in the main official language of each country, however occasionally the questionnaires may be in a different language. This happens because surveys are sent to you directly by clients who may not be fully aware about the main language used in a particular country. BrainActive plans to build a new panel management platform that will fix this issue, however there is no set deadline for that. We apologize for any inconvenience created.

What happens with the information that I provide in the surveys?

Your answers are used exclusively for market research purposes and reported in aggregated format only, meaning together with answers from other members. Therefore, completing our surveys is totally anonymous and there is no possibility to connect the responses you provide with your identity.

Personal data privacy and safety

What kind of personal information is collected about me?

The only personal information we collect from you is the one that you share with us when you sign up to the panel: age, gender and region. All this information is kept strictly confidential and used exclusively for market research purposes.

Red Orange Research S.R.L., the company that owns the BrainActive panels and this website, is fully compliant with GDPR, the European Union law that regulates the processing and storing of individuals’ personal data. Please read our privacy policy, where we clearly explain how we manage your personal data.

Can I rest assured that BrainActive protects my personal data?

Yes, absolutely. As a company registered in Romania, we are compliant with all Romanian laws related to personal data protection. All this information is kept strictly confidential and used exclusively for market research purposes.

Red Orange Research S.R.L., the company that owns the BrainActive panels and this website, is fully compliant with GDPR, the European Union law that regulates the processing and storing of individuals’ personal data. Please read our privacy policy, where we clearly explain how we manage your personal data.

In addition, we are members of ESOMAR, the largest international association in market research industry, and we act in strict adherence to this organization’s quality code of conduct.

Who is the owner of BrainActive?

The BrainActive panels and this website are owned by Red Orange Research S.R.L., a company registered in Romania and headquartered at 33c Weiner Palada street, 077042 Chiajna, Ilfov, having registration number J23/3870/2015 and VAT number RO35177820.

I want to have my personal data immediately deleted from your database. How can I do that?

Of course – please send us a short email to support@brainactivepanels.com about this and we will process it within the next business day. Please note that deleting your personal data also means that your panel membership will be cancelled at the same time and, together with it, the rewards in your balance will be forfeited, so please make sure to withdraw the money in your BrainActive account before sending us the request to delete your personal data.

What are website cookies and how do you use them?

A cookie is a small piece of data sent by a website and stored on user’s computer/tablet/smartphone by the device’s web browser while the user is navigating that particular website. The main purpose of using cookies is to improve user’s experience. To understand more about how we use cookies please read our cookie policy.

Password recovery

I have lost/forgot my password. How do I get it back?

Please follow these steps to reset your password:

  1. access this page, then click on “Forgot password?” in the tab named “Log in”;
  2. enter your email address and click on “Send”. Please do not close this page, keep it open as you will need it at the next step;
  3. in a few minutes after you click on “Send” you will receive a numeric code to your email address (please also check your spam folder if you don’t see this email). Copy and paste that numeric code into the page left open at step 2 and click again on “Send”;
  4. choose a new password making sure it respects our security requirements (the password you choose must have at least 8 characters, both capital and small letters, it has to include at least a number and one of these symbols: !@#$%^&*?_~-£); enter this new password 2 times and then click on “Update”.

If you face any problems during this process, please contact us.

My new password is not accepted. Why?

This is typically a problem caused by not respecting the security requirements for passwords.

Please make sure that your new password includes the following:

  • minimum 8 characters
  • both uppercase and lowercase letters
  • at least a number
  • minimum one of the following symbols: !@#$%^&*?_~-£.

These are all meant to properly secure your account and prevent any unauthorized access. If the password doesn’t meet all criteria mentioned above, it will not be accepted by our platform, so please choose one that meets all the requirements mentioned above.

If your new password meets the security requirements but it’s still not accepted by our platform, please contact us.

I have chosen a new password but I can't login. What do I do now?

This most likely happens when you enter the password incorrectly, either by manually typing it or due to the auto fill-in function set in your web browser. Please make sure that you are entering the password correctly when trying to login, exactly as you originally chose it. It’s best to type it in and not use the copy/paste function.

Our passwords are sensitive to uppercase and lowercase letters, please take this into account as well. If you are sure that you are entering the password correctly and it still doesn’t work, then please delete the cache on your page and try again; if, after that, the password still doesn’t work, then please reset it by following the steps mentioned above. And if you still can’t log in even after reseting the password, please contact us and we will fix the issue.