Frequently asked questions
Please email firstname.lastname@example.org, as this is the dedicated email account for our members. It is monitored from 9am – 4pm on weekdays. This is the best way for you to get hold of us.
You can also contact us on social media. You can visit our Facebook page here and our Twitter handle is @OnePollers. Before posting your query please check below to see if any of your questions have been answered:
When I reach the payment threshold how will I be paid?
You can be paid either by BACS or PayPal.
The BACS method requires you to provide us with both your sort code and account number so that we can transfer the money directly to your bank account. Please double check the account details you provide, as any errors will mean the payment won’t go through.
The PayPal method requires you to provide us with the details of your pre-existing PayPal account – preferably the email address that your account is linked to. Please double check you type in your PayPal email address correctly as this process is automated so any spelling mistakes may result in you not receiving your payment.
Please note that if you supply us with incorrect payment details we are not obliged to contact you if the payment is unsuccessful.
How long does payment take to come through?
All payments can take up to 28 days to reflect in your account. Please refer to the Payments History page to check the date you claimed before emailing us. If after 28 days you have not received payment then please contact us and we will endeavour to resolve the issue.
Do you have a mobile app?
Yes we do. We have both an iOS and Android app, please visit the respective app stores to download either of them.
No surveys available, what should I do?
Our surveys are driven by our clients, which means we can only send you relevant surveys when they become available. Not every survey we upload will be relevant for you as we are required to target specific demographics for a lot of our surveys. However, if you are worried there may be an issue with your account please email us.
I’ve got a OnePollB message, what does this mean?
We regularly do quality checks on our panellists to make sure that we are receiving reliable, quality data from them. If you have received a OnePollB message when trying to log in, it means your account has been flagged. Please email the member’s inbox to discuss the matter further.
I was nearly finished a survey and it said it was full. Why did you let me answer it?
We have thousands of panellists and although there is a cut off, which means we’ve received the maximum amount of responses needed, there is no way of stopping people from answering surveys at the same time. So you may enter the survey at the same time as someone else but they finish the survey before you, you will then get 'screened out'. It's an unavoidable reality, but please do not rush through surveys, as you run the risk of having your account blocked.
I was nearly finished a survey and it said I was screened out. Why did you let me get this far?
If you saw the message 'sorry this survey isn't for you' towards the end of the survey it means it was a nationally representative survey and while you were answering it someone who matches your demographic finished the survey and that particular quota was filled.
Some surveys are more popular than others and fill quickly. We always try to limit the number of panellists we invite so that the panellists we do invite have a fair chance of completing the survey.
I answered incorrectly. Can I change my reply?
Unfortunately, once you submit an answer, you cannot change it. We do this to protect the integrity and accuracy of the data we collect.
I have moved, do I need to let you know?
Yes, absolutely, please update your profile as we use this information to send you relevant surveys.
I want to refer more than 15 people
At the moment you are only able to refer 15 people and if this changes, we will inform all members. However, if you have a blog or think you can consistently refer more than 50 members a month please contact us. Please note we will need to look at the sort of traffic you generate before we assign a unique link to you.
I have referred people but the credit isn’t showing in my account?Our referral system works on email addresses, so your referral will need to sign up using the same email address you used to refer them. If they don’t, your account won’t be linked and you won’t be credited. Once your referral has answered their first survey please allow 24 hours for the credit to reflect in your account.
Can families have more than one account?Yes, each member of the family may have an account, provided that person is over the age of 16 and uses their own details when creating the account. Members may only have one account per person, so if we believe you have created more than one account for yourself, we have the right to ask you to send proof of your identity, so we can verify your details.
Why has my account been deactivated?If you do not log in to your account for 12 months, your account is automatically deactivated and the credit you accumulated is forfeited.
I’m not receiving any email invitesOur panel is very big and our surveys generally fill up quite quickly, so we don’t send out email invites for every survey. The onus is on our members to log in and check their account, or alternatively you can download our app and receive push notifications when a new survey is available.
How do I terminate my account?
Should you wish to close your account with us, please email email@example.com with your OnePoll email address and someone will close your account for you. Please note that if you choose to close your account, you will forfeit any credit you have accumulated thus far.