Troubleshooting

What common messages mean and how to fix them quickly.

A participant did not get an emailMost missing emails are in the spam folder, went to a different address, or were deliberately not sent (for example email notifications switched off). Ask the participant to check spam, confirm the email on file, check the email log, then send a fresh link.For Site coordinators & staff, Investigators, Study owners & admins, Participants
A form will not save ("Not saved")When a save fails, a red Not saved banner explains why and your answers stay on screen. Fix the cause shown, then save again. Your typed answers are also kept on your device until a save succeeds.For Site coordinators & staff, Investigators
What common messages meanThis page explains the messages study teams see most often, what causes them and where to fix them. Use your browser's find (Ctrl+F or Cmd+F) to look for the words you see on screen.For Study owners & admins, Data managers, Investigators, Site coordinators & staff, Monitors (CRAs), Sponsors & CROs

Still need help?

Email support@capture.study or use the contact form. Tell us the study name, what you were trying to do and the exact message on screen; a screenshot helps.

Please never send participant names, contact details or health information to support.