Our system has checks in place to make sure researchers are following our Terms of Service and displaying studies accurately. When a study is admin paused you will receive a notification from us. 

Studies can become for admin paused for many different reasons which you can learn more about below. 

Low Time Estimation

Your study will be paused if the estimated completion time you set the study to be much lower than the average/median time which most participants are taking to complete your study. 

To receive a refund for the participants you did not receive, please reach out to us at connect-support@cloudresearch.com and we can close the study for you. You will then have to clone the study (make sure the original project and any others are excluded so you do not receive duplicate respondents) and update the new study's N size, survey length, and payment. 

High Bounce Rate

A high bounce rate occurs when many participants are accepting to take your study but are not finishing it and submitting. They are then marked as Returned or Timed Out in your Manage area. A high bounce rate can occur for multiple reasons including in-survey screening that kicks off participants or survey set up issues. For example, you may have forgotten to publish the survey so when they reached that survey link after accepting to take the study, they saw a "Sorry this survey is not currently active" page. 

Please email us at connect-support@cloudresearch.com and we can provide you with the steps you need to take to rectify these issues or resume the study if everything is corrected. 

Reported Issues from Participants

Your study will be paused if at least 3 participants report an issue with your study. 

To view the reported issues please click on the message box next to your ratings. Participants may notify you in their submission that there was no code displayed or the redirect did not work. 

These issues must be rectified before you can resume the study. If you have solved the issues reported, please email us at connect-support@cloudresearch.com to verify and we will resume the study. 

If you need to create a new version of the study for the remaining completes, you can email us to close your study, so you are refunded back to your account balance for the participants you did not receive. You can then clone the study and make the necessary updates. The original project will be automatically excluded as long as you clone so you do not receive duplicate participants. 

Terms of Service Violation

If you are mis-using our site to send participants to sketchy websites or other survey taking sites, asking for personal information without disclosing, phishing, rejecting participants for invalid reasons, and impersonating a researcher, we will pause your study and block you from the site. You can read Connect's Terms of Service here.