I was onboarding a participant this morning, and I could not complete the process. She put in her email and signed up in the ethica app. I ensured it was the right app, and that the email matched the one we had. When it asked her for the study code, I gave it to her (after I sent the invite email), and it said she was not invited. I double-checked the email and the code - same thing again. I even had her go into the app through the invite email, and got the same result. I had her close out the app and go back in…no better. I am very confused.
Any ideas why this might be happening?
Hi @cschucha
usually this happens when there is a typo in the email the participant registered with.
Assume the participant’s email is my_email@gmail.com, but during the sign up, she types em_emeil@gmail.com. Because we do not verify emails by default, she joins and creates her account. Then you invite her correct account (my_email@gmail.com), but she cannot join because the account she is using is not invited.
Did you check to make sure the email she is used to sign up and the email you invited are the same?
Thanks,
Mohammad
I did, but knowing this, I will triple check in writing with them.
Thank you!
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If you believe this is not the case, please send us an email (support@avicennaresearch.com) with the following information:
- Study ID
- Email address you invited
- Participant ID who tried to join. They can find their participant ID in the Avicenna’s mobile app’s Settings page. If not, just their username will suffice too.
- The approximate time the participant tried to join.
We can investigate and get back to you with a detailed report.
Hope it helps,
Mohammad