A participant did not get an email
Most 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 study staff
Ask the participant to check their spam or junk folder and to wait a few minutes. Reminders go out in rounds every 15 minutes.
Check the email on the participant's Portal Access card. Click Show to see it in full (edit contact details).
Check that the participant is not withdrawn or a screen failure: they get no study emails.
For reminders, open the email log and look for the email. A retired email shows why, for example "participant turned off email notifications".
Send a fresh link with Resend link, or Send survey link for one survey (resend a sign-in link).
For participants
- Look in your spam or junk folder, and add noreply@capture.study to your contacts.
- Use the email address you gave when you signed up.
- Ask for a new sign-in link on the portal sign-in page, then open the newest email. Links work once, for 24 hours.
- If you switched off Email notifications in your portal settings, you will not get reminders (choose which emails you get).
- Still nothing? Contact your study team: they can check your address and send you a link.
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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.