# New participant not receiving survey

**URL:** <https://forum.avicennaresearch.com/t/new-participant-not-receiving-survey/729>\
**Category:** Support\
**Created:** [December 5, 2023, 12:29pm UTC](https://forum.avicennaresearch.com/t/new-participant-not-receiving-survey/729 "2023-12-05T12:29:04Z")\
**Posts on this page:** 5\
**Page:** 1

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**Author:** ![h.j.m.nieterau](https://forum.avicennaresearch.com/letter_avatar_proxy/v4/letter/h/9f8e36/32.png) [@h.j.m.nieterau](https://forum.avicennaresearch.com/u/h.j.m.nieterau)\
**Post date:** [December 5, 2023, 12:29pm UTC](https://forum.avicennaresearch.com/t/new-participant-not-receiving-survey/729/1 "2023-12-05T12:29:04Z")

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Dear Support Team,

A new participant (AID 84811) in my study (3122) did not receive the (test) questionnaires I just sent despite my multiple attempts.

How can I address this issue to ensure the participant can start tomorrow?

Best,  
Merlin

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**Author:** ![mohammadhossein](https://forum.avicennaresearch.com/letter_avatar_proxy/v4/letter/m/eada6e/32.png) [@mohammadhossein](https://forum.avicennaresearch.com/u/mohammadhossein)\
**Post date:** [December 5, 2023, 1:41pm UTC](https://forum.avicennaresearch.com/t/new-participant-not-receiving-survey/729/2 "2023-12-05T13:41:11Z")

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Dear @h.j.m.nieterau,

Would you please give me the activity ID as well? Also, are you using the “Release Activity” function on the activity page?

Best,  
MohammadHossein

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**Author:** ![h.j.m.nieterau](https://forum.avicennaresearch.com/letter_avatar_proxy/v4/letter/h/9f8e36/32.png) [@h.j.m.nieterau](https://forum.avicennaresearch.com/u/h.j.m.nieterau)\
**Post date:** [December 5, 2023, 1:51pm UTC](https://forum.avicennaresearch.com/t/new-participant-not-receiving-survey/729/3 "2023-12-05T13:51:44Z")

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Dear @mohammadhossein I tried activity 18827 (3 times) and 18641 (1 time).

Yes, I always test it the day before by: Creating New Session \> Activity \> select 18827 \> Participant \> select 84811 \> release.

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**Author:** ![mohammadhossein](https://forum.avicennaresearch.com/letter_avatar_proxy/v4/letter/m/eada6e/32.png) [@mohammadhossein](https://forum.avicennaresearch.com/u/mohammadhossein)\
**Post date:** [December 6, 2023, 7:32am UTC](https://forum.avicennaresearch.com/t/new-participant-not-receiving-survey/729/4 "2023-12-06T07:32:15Z")

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Dear @h.j.m.nieterau

I checked our logs and noticed that the notification on the participant’s device is disabled. Would you please check and confirm that they haven’t disabled Ethica application notifications?  
Please test it again and let me know if the issue persists.

Thanks,  
MohammadHossein

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**Author:** ![h.j.m.nieterau](https://forum.avicennaresearch.com/letter_avatar_proxy/v4/letter/h/9f8e36/32.png) [@h.j.m.nieterau](https://forum.avicennaresearch.com/u/h.j.m.nieterau)\
**Post date:** [December 6, 2023, 9:01am UTC](https://forum.avicennaresearch.com/t/new-participant-not-receiving-survey/729/5 "2023-12-06T09:01:06Z")

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Dear Mohammad,

I always video call the participants to ensure their device is all set. But this morning, the participant did receive the questionnaire as intended. So, hopefully, the problem - if there was any - is solved!

Thanks again for your help 🙂

Merlin