If participants are facing issues, here are some helpful tips to resolve common problems. They can also contact our support team at support@helloayda.com for assistance.

1. Email Not Received

• Check if you have invited/release the incentive
• Check the Participant’s Email Status: In the participant grid within your project, check if the email has failed. If the email status shows as failed, click here for guidance on how to resolve it.
• Email Showing as Delivered: If the email is marked as delivered but the participant claims they haven't received it, ask them to check their junk or spam inbox. Also, verify that the correct email address was entered and confirm they are checking the right inbox. Keep in mind that our system treats Gmail and Googlemail as different addresses, so be sure to check for any discrepancies.

2. Unable to See the Incentive

• If participants are logged in but cannot see their incentive, they may be using the wrong email address. Ask them to log out and ensure they log in or register using the email address you have added for them.
• Verify Incentive Release: Make sure you have uploaded their details and released the incentive before asking them to check again.

3. Payment Not Received

• If a participant hasn’t received their payment, ask them to double-check their bank account. Please allow up to 24 hours for the payment to process.
• Have them log back into their account to verify the details they provided. Ensure all information is correct and that they are checking the correct account.

Feel free to direct participants to contact our support team if the issue persists.