Survey ended prematurely

A participant (ID: 49886) contacted and informed us that starting this morning (Aug 23), the app stopped working and she could not answer the morning survey, and she saw “only the screen [saying] that the study has ended” (study ID: 2699). I’ve checked and the study is still active (no start or end date on data collection), the full license is still active, and her participation period is still ongoing (end on Aug 26).
I’ve checked the Session tab and saw that she missed the morning survey (red, expired), while the rest of the surveys from then on are grey. I need help with a solution to this to communicate to the participant asap. Thank you

@c.b.tran sorry for my delayed response. Is this still an issue? Let us know at if you are still experiencing any issues.