Responder Is Unable to Log In

When a project is launched, invitation emails are sent to Responders. Each invitation contains:

• A link to the responder page
• One or more PIDs (Personal ID) – a unique PID for each Subject the Responder has been asked to assess

Responders will enter their unique PID on the responder page to access the questionnaire.

If a Responder is unable to log in, consider the following possible causes:

Too Early to Respond:

The questionnaire may not yet be open for responses.

Solution: Review the project start date in Project Settings and adjust it if necessary.

Too Late to Respond:

The questionnaire may already be closed.

Solution: If you still wish to collect feedback from a particular Responder, you can reopen the questionnaire in the People section and notify the Responder that they may now submit their feedback.

Important: If the Subject’s report has already been generated or delivered, reopening the questionnaire may create confidentiality concerns. Additional responses could potentially be inferred by comparing different versions of the report.

Incorrectly Entered PID:

The Responder may have entered the PID incorrectly or copied only part of it.

Solution: Ask the Responder to copy and paste the PID directly from the invitation email.

PID Format Example: aaa-123456-78-bbbb

Responder Was Unselected or Removed:

If a person is removed as a Responder for a Subject after the project has been launched, the associated PID will no longer be valid.

Solution: Review the Status Reports section to confirm that the person is still listed as a Responder and that the PID being used is correct.

PID Sharing

To protect the integrity of the feedback process, Responders should not share their invitation emails or PIDs with others.

Occasionally, Responders may forward their invitation email or share a PID with another person. Since each PID is unique and assigned to a specific Responder-Subject combination, using a PID intended for someone else will prevent the user from accessing the correct questionnaire.

Solution: Review the Status Reports, particularly the By Responder sub-report, to confirm that the PID belongs to that individual.

If the PID has been shared or compromised, you may need to generate and assign a new PID.

Conclusion:

When investigating login issues, first verify that the PID being used is the correct PID assigned to that individual.

Review the Status Reports, particularly the By Responder report, to confirm:

• The individual is still assigned as a Responder
• The PID belongs to that individual
• The PID corresponds to the correct Subject being assessed
• The PID has not been invalidated due to changes made after project launch