Frequently asked questions

Learn about Shoppanel surveys and how to become our member. Get answers to every question right on this page.

How can I become a member?

Registering on Shoppanel is free of charge.

To become our member, you need to choose your country on the homepage. Create your account with an email address that is the same as the address that you use for the chosen payment method. This step is very important!

Fill in your profile with as much information as possible to receive the surveys fit for you. You will be receiving surveys more often if your profile has more information.

Why is my postal code not accepted?

Please try to register one more time and make sure you have typed the postal code correctly. It should be typed manually, with no space in between (You can find it on Google). If you still get the same message, send us a screenshot of the issue, and we will contact the department in charge to investigate it further.

What if I forget the password?

You can easily reset your password by following the next steps:

  • Go to the login page
  • Click “Forgot my password” underneath the login area
  • Now, type in the email address you used for registering with the survey portal
  • We will immediately send you an email containing a link for resetting your password
  • Check your inbox
  • Click the link in the email
  • Set a new password
How can I change my password?

To change your password, follow these steps:

  • Firstly, go to your profile page.
  • After that, go to the Security section.
  • From there, you will be able to create a new password.
Why am I not receiving any survey invitations?

The number of invitations you receive depends on the country that you live in. Participants in certain countries receive more invitations than panelists in some other locations. Also, participants are selected according to age, gender, habits, level of education, etc.

All these requirements are set by marketing agencies that send surveys.

One thing that we do suggest is that you fill in your profile with as much information as possible. By doing that, you will receive the surveys that fit you best. Likewise, you will be receiving them more often if your profile contains more information.

Why am I not qualified for a survey?

For some surveys, a target group is set in advance based on certain characteristics that are not included in your profile with us. This is why it can occur that you are not part of a survey’s target group, even though you received an email invitation for the survey.

It is often the case that particular target groups are required for surveys. Sometimes, there is a “pre-survey” that consists of a small number of questions to check whether you fit the targeted group of examinees. If the computer realizes that you are not qualified to answer the questions of the survey in question, you will be taken out of the survey. This usually happens in the first few questions, and in very rare cases, later into the survey. In such circumstances, the survey isn’t registered.

We suggest that you fill in your profile with as much information as possible. Doing so will prevent this from happening to you again, and you will receive only the surveys suitable for you.

Why did I get an invitation for a closed survey?

We always invite more people than we need. This is because we cannot tell in advance how many people are going to take part in our surveys. Doing this is vital to guarantee our customers that the required number of participants is reached in a set amount of time. 

The program sends invitations to everyone who should be qualified for the survey. Since it’s a process, not everyone receives the invitation at the same time. Some receive the invitation earlier than others, but all who are set to receive the invitation will receive it at some point. We don’t have any control over the order in which panelists receive survey invitations. 

On the other hand, agencies, which send the survey, need only a certain number of completed surveys. When that number is reached, the survey is closed.

One thing that we do suggest is that you fill in your profile with as much information as possible so that you receive the surveys fit for you. Also, you will be receiving surveys more often if your profile has more information.

Why does a survey take a different amount of time than it was indicated in the invitation?

It can occasionally occur that you are invited to a survey, but when you start it, you get eliminated after a couple of sample questions. This can occur because you do not match the required target group.

The same may apply when the survey is already closed. In such a case, our system will immediately search for a new survey for you. If you are able to complete the survey, you will of course receive the remuneration for this survey.

You will get higher compensation for a longer survey and lower compensation for a shorter one.

The reason why you are getting a different amount of money, or the survey is longer than stated in the invitation indicates that you have taken part in a separate survey.

Why can't I continue the survey if I accidentally exit it?

Each survey link is clickable only once. For this reason, it is, unfortunately, not possible to take a break during the survey. Also, it is not possible to restart the survey after closing the browser window.

Unfortunately, we have to proceed like this to avoid multiple participation and similar types of fraud. It is advisable to complete each survey in one sitting.

In the case of prolonged inactivity, there may be short interruptions of the internet connection. This can lead to the survey being aborted. For security reasons and due to international market research guidelines, a survey cannot be continued and the results cannot be included in the analysis.

Why is my balance the same after completing the survey?

Oftentimes it is not possible to immediately see the award on the profile due to technical reasons. As soon as we receive confirmation of the completed survey, we will instantly reward you.

How can I check my balance?

You can check your balance on your Shoppanel profile.

How can I withdraw my money?

Surveys need to be completed in order to get a reward.

The payout threshold depends on the selected payment method.

When you reach the payment threshold, you can transfer the money using the payment method you choose. Note that the payment method must be linked to the same email address you’re using for completing surveys. You can check the payment methods available for your country on your profile under the”Rewards” section. 

How long does it take for money to be transferred?

Sometimes it may take a few working days for the payment to be registered. This is due to technical reasons and for bookkeeping purposes. If it is not paid out within 10 working days, please contact us here.

How can I end my membership?

Sign in to your profile and click Unsubscribe. Afterward, simply follow the instructions on the page. You can also unsubscribe from newsletters directly via the link at the bottom of the newsletters.

Please note that this will delete all your data, including the money that has not been paid out yet. You can create a new profile. However, all the money, along with other transaction data will be gone.

How can I contact your customer support team?

If you couldn’t find answers to all of your questions on our FAQ page, don’t hesitate to contact us. Fill out the form below and our team will get back to you as quickly as possible.

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If you can’t find the answer to your question, feel free to contact us. Fill out the form and our team will get back to you shortly.

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