Help

Frequently asked questions

• About e-Rewards

  • How does e-Rewards work?

    e-Rewards is a market research panel specialising in paid online surveys. Our members opt in to take surveys, earn points and redeem for a fantastic selection of rewards.

    As a member, you'll access surveys from your personal dashboard as well as receive regular survey invites by email.

    For every survey you complete, you'll earn points. Once you’ve earned enough, you can exchange your points for rewards from top brands. Surveys normally pay between 7 and 20 points.

    To start a survey, simply follow the link within your email or click a survey tile from your dashboard.

  • How do I join?

    e-Rewards is an invitation-only community. To join, you’ll need to receive an email invite from one of our selected partners.

  • Do I need to be a resident of Canada to join?

    Yes. This community is only available to people currently living in Canada.

  • What is the minimum age to join?

    The minimum age to join is 18. Unfortunately, this is a legal requirement and we are unable to accept any members under this limit.

  • Do I have to pay to join?

    No. It's completely free to join and you can delete your account at any time. We reward you for completing surveys and only send you emails when we have a survey available for you.

  • Can I have more than one account?

    No. We only allow one account per person and a maximum of two accounts per household. Members of the same household must each have their own individual accounts and register with separate email addresses.

  • I'm unable to join, what can I do?

    If you're having trouble signing up, you can get in touch by clicking here.This will open a support widget. Scroll to the bottom of the widget, click 'Contact us', then fill in the form with the following details:
    
    - your full name;
    - your email address;
    - the error message you see when trying to join; and
    - your full home address.

    Remember, we only allow 1 e-Rewards account per person and 2 per household.

  • I tried to join but my email address is 'invalid'.

    When signing up, please make sure:
    
    - your email address is in the correct format (example@gmail.com);
    - you have not previously registered with this email address;
    - you have the correct IP address for your region.

    If you're still having problems, please get in touch.

  • I haven't received my activation email. What should I do?

    When you join e-Rewards, you should receive an activation email to the address you provided within 24 hours. Remember to check your spam folder.

    If your email hasn't arrived after 24 hours, you can also re-send it by logging in to your e-Rewards account and heading to your member dashboard.

    Still haven't received your email after re-sending? Your email provider may be blocking it.

    In this case, please get in touch and request to update your email. You'll need to provide us with your date of birth and a new email address.

  • How do I contact member support?

    If you have a query or would like to report an issue, you can get in touch by clicking here. This should open up a support widget. Scroll to the bottom of the widget, click 'Contact us', then fill in the form.

    When contacting us, please include as much information as possible about your query. The more you tell us, the quicker we'll be able to resolve your issue.

  • Am I able to delete my account?

    Yes, you may delete your account at any time. Simply log in, click the 'Account' drop-down menu, select ‘Your Details’, then go to ‘Delete Account.’ There, you’ll have the option to leave e-Rewards.

• Membership

  • How do I access my account information?

    Simply log in and click the 'Account' drop-down menu. There, you can select to view your details, survey history, reward history and more.

  • How do I update my account information?

    It depends on what you'd like to update.

    To change your home address or password, simply log in, click the 'Account' drop-down menu then select ‘Your Details.’

    If you'd like to update the email address associated with your account, you'll need to get in touch. This is because your email is the main log-in credential for your account.

  • I've forgotten my password. What should I do?

    Don't worry, it's easy to reset your password. To get started, click here and follow the simple instructions.

  • How do I change my password?

    To change your password, log in, click the 'Account' drop-down menu then select ‘Your Details.’ This will take you to the 'User Details' section where you’ll have the option to update your password.

  • Why do you suspend/freeze accounts?

    As a renowned provider of quality market research, we take the validity of our data very seriously.

    If we have concerns about a member's account, we may need to freeze their access to e-Rewards while we investigate.

    We may suspend/freeze malicious accounts for the following reasons:
    
    - A member has several accounts or is linked to another suspended/frozen account;
    - A member has been answering surveys too quickly;
    - A member has more than 2 accounts per household;
    - A member supplies information not consistent with their e-Rewards profile;
    - A member's email address is not valid/unable to receive surveys;
    - A member attempts to take more than 1 survey at once.

    We may also take action if we have reason to believe your account is in any way harmful to our status as a provider of market research.

  • My account has been suspended/frozen. What should I do?

    If we have concerns about a member's activity, we may suspend/freeze their access to e-Rewards while we investigate.

    If you think your account has been suspended/frozen by mistake, please contact our Member Support team here.

    Already spoken to our Member Support team? Please be patient. Our fraud team will be investigating why your account has been flagged. We'll contact you with more information as soon as we can.

  • How do I delete my e-Rewards account?

    Simply log in, click the 'Account' drop-down menu, select ‘Your Details’, then go to ‘Delete Account.’ Tell us why you're leaving then click 'Cancel membership'.

    Please note, any outstanding points left in your account will be lost.

  • How do I update my profile details?

    You can request changes to your details by contacting Member Support. Please click here to open the support widget.

    Scroll to the bottom of the widget, click 'Contact us,' then fill in the form with as much information as possible.

• Surveys

  • I have no surveys available. What can I do?

    The best way to maximise the number of surveys you receive is by completing your profile. The more we know about you, the more surveys we can send your way.

    Still not receiving any survey offers? Feel free to reach out to Member Support who will be happy to assist you further.

    Please note, if you follow a survey link and are not directed to the survey, it means it's either expired or full. We apologise for any inconvenience.

  • How long do the surveys take to complete?

    Our surveys vary in length but normally last between 8-35 minutes. The longer the survey, the more points you'll get for completing it. You'll be able to see an estimate of how long it'll take to complete a survey and the points on offer by checking the survey tile.

  • Why didn't I qualify for my survey?

    We work hard to find surveys that are a perfect match for you.

    That's why, before you start each study, we need to confirm that your age, gender and location are a good fit.

    You may also find that your survey has closed before you had the chance to begin. Each study has a target number of respondents, and once this is reached, it will automatically end.

    If you’re not able to complete a survey because it has closed, your answers will not be used or shared for market research.

    To see fewer surveys you don't qualify for, we recommend completing your profile.

  • Why do you ask for my personal information?

    We need to know your personal information (age, gender, occupation, etc.) for 3 reasons:
    
    - to have an accurate representation of our members;
    - to make sure you match the activity's intended demographics; and
    - to find the best surveys for your interests.

    We never share any of your personal information with anyone, even the people that create our surveys. That’s why you may have to re-enter information you’ve already given in the past when taking a survey.

    While we appreciate the inconvenience of re-entering this information, this helps ensure our data is accurate.

  • Why is my survey now closed?

    All our surveys have deadlines and a maximum number of respondents.

    While the majority stay open for a few days, if a survey reaches its quota early, it will automatically close.

    To give you the best chance of completing, we try to limit the number of invites for each survey.

  • Why aren't I receiving survey invites?

    Your email provider may be stopping our survey invites. Don't forget to check your spam/junk folders and make sure you aren't blocking e-Rewards.

    If you have anti-virus software installed on your device, you can also check your incoming email settings there.

    We recommend using a personal email address and not one associated with your place of work or education.

    Remember, you can also find all your survey offers on your dashboard by logging in.

    Still having problems receiving survey invites? Please reach out to Member Support who will look into this for you. Click here to open the support widget, scroll to the bottom, click 'Contact us,’ then fill in the form. A member of the team will get back to you as soon as possible.

  • Can I still complete surveys while I'm abroad?

    Unfortunately, you won't be able to complete surveys or redeem rewards outside the country you registered from. If you are visiting another country, please don't try to access your account.

    Moving abroad long-term? Contact our Member Support team here and we'll investigate whether we can set up a new account for you. The link above should open the support widget. Scroll to the bottom of the widget, click 'Contact us,' then fill in the form with as much information as possible.

  • Why do you conduct surveys?

    Businesses, product makers and more want a better understanding of the people using their services. Activities like surveys give them a peek into what you're really thinking.

    It's simple. The better they know their customers, the easier it is to make their products and services better.

  • What does survey quota full mean?

    All our surveys have a deadline and a maximum number of respondents.

    If you see a quota full message, it means your survey has already reached the limit of participants. We apologise for any inconvenience.

  • My survey took longer than the invitation said it would.

    The survey length included in our invites is only an estimate. We base this on the average time it took to complete the study in testing.

    Please also note that before you begin the main survey, you will be asked 'qualifying questions' to see if you're part of the target group that the survey is looking to research. This 'qualification' step is not included in the estimated survey length, which might explain why surveys seem longer than stated. We apologise for any inconvenience.

• Rewards

  • How do I redeem rewards?

    To redeem a reward, sign in and head to our 'Rewards' page. Here, you'll see all our available rewards and how many points you need to redeem them. Simply pick your rewards and follow the steps to redeem. Digital rewards will arrive by email within 24 hours.

  • How do I check my balance?

    To view your balance, just sign in. Your current balance is displayed at the top of your dashboard.

  • I haven't received my digital reward. What should I do?

    Your digital reward should arrive by email within 24 hours of redemption. Please remember to check your spam and junk folders.

    If you haven't received your reward email, you can resend it from your account.

    Sign in, click the 'Account' drop-down menu then select ‘Reward History’. Here, you’ll find a list of your reward redemptions including the date, description, transaction ID, amount and status of each reward transaction. Find the reward you want to re-send then click 'Re-send eCode' under the ‘Description’ column.

    Can't see your re-send link? Please get in touch and give us the transaction ID.

  • How do survey rewards work?

    You'll earn points every time you complete a survey.

    Before selecting a survey, you can view the points offered by checking the survey tile. Once you pick a survey, you'll be asked a few 'qualifying questions' to see if you're part of the target group that it's looking to research. If you you're a match, you'll be taken to the main survey. Simply answer each question in full to progress and complete the study.

    Your points will be automatically credited to your account when you complete the survey. Points for certain activities (such as for diary studies and focus groups) may take up to 6 weeks to arrive.

    Remember, if you behave dishonestly, you may not be credited for the survey.

  • I've completed my survey. When will I be credited?

    Once you've finished your survey, your points should arrive in your account right away.

    The only exception is for more complex studies like product diaries and focus groups. In these cases, it may take up to 6 weeks for your points to arrive.

  • Do my points expire?

    No. As you long as you remain an active member of our community, your points will always be ready to use.

    However, if you delete your account, you will lose any outstanding points in your balance.

    For more information, please see our Terms and Conditions.

  • I encountered an error when trying to redeem. What should I do?

    We're sorry that you're having difficulties with your reward.

    Here is a common list of issues that may affect your ability to redeem.
    
    - Only redeem in the country you registered.
    - Don't use shared computers/Wi-Fi.

    You can also try:
    
    - clearing your browser's cache;
    - installing the latest version of Adobe flash player & JavaScript on your browser;
    - ensuring your computer's time zone matches your current location;
    - enabling cookies and allow third-party cookies. You can find information on this here (Enable cookies on web browser) and here (Enable cookies);
    - using another device.

    If you're still having problems, please try again after 24 hours, or get in touch.

  • I redeemed a digital reward but changed my mind. Can I cancel or exchange for another reward?

    
    

    Unfortunately, as digital rewards are sent immediately, we are unable to cancel after redemption. We also don't allow for the exchange of rewards. We apologise for the inconvenience.

• Privacy

  • How do you keep my personal information secure?

    At e-Rewards, your data security is paramount.

    Any information you provide will be strictly used for research purposes only and is kept completely anonymous.

    We'll never share your details with third parties without your explicit permission.

    For more information, please see our Privacy Policy.

  • What is mobile verification?

    To keep your account safe, we ask you to verify any redemptions with your phone number.

    When redeeming, simply enter your mobile phone number and we'll send you a unique 6-digit code. Enter your code when prompted to verify it's you to complete redemption.

    Don’t have a mobile? Don’t worry, you can also verify your account using your landline.

    Please note, if you redeem more than one reward within 7 days, you may be asked to verify each transaction.

  • Why do I need to verify my account with a phone number?

    Mobile verification helps us protect your account.

    It provides a key extra step to make sure your redemptions are coming from you.

    We only use your phone number to provide additional security. We will never use your number or marketing purposes or share it with third parties.

  • How do I change the phone number used for reward validation?

    To change the phone number you use to validate your redemptions, you'll need to contact our Member Support team.

    Please get in touch and we'll be happy to help.

  • My phone validation was unsuccessful. What should I do?

    We're sorry to hear you're having trouble. Before you try again, make sure:
    
    - you entered your number correctly;
    - your number is unique & valid;
    - your phone is able to receive SMS/voice texts.
    

    Still having problems? Get in touch and tell us the number you're trying to use. We'll investigate further and get back to you as soon as possible.

  • Do you share my email address with any third parties?

    At e-Rewards, all your personal information, including your email address, is kept private and secure.

    We'll never use any of your personal information for marketing purposes without your explicit consent.

    For more information, please see our Privacy Policy.

  • Why am I receiving a Site Security Certificate Error?

    Generally, you'll receive a Security Certificate warning for one of three reasons:
    
    - your device's date/time is incorrect;
    - the security certificate has expired;
    - the website is not secure.

    If you see a Security Certificate warning from our site, first check the date and time on your device is correct.

    You can also try clearing your browsing history and restarting your browser.

    If you still see the warning, you'll need to accept/install our Security Certificate. For more information, please see our Privacy Policy.

    If your issue persists, please get in touch.

  • Where can I find more information on your privacy policies?

    At e-Rewards, we know your privacy and security are important..

    Any information you share with us is kept completely anonymous and used for market research purposes only. We'll never share your details with a third-party without your explicit consent.

    For more information, please see our Privacy Policy.

  • Why am I being asked to confirm my identity through Veriff?

    We’ve partnered with a secure system called Veriff to protect our members’ personal data and rewards.

    Veriff is used and trusted by hundreds of companies worldwide including Visa, Trustpilot, Bolt, and Amazon Web Services (to name a few).

    Veriff allows us to ensure that our members are really who they say they are, thereby preventing any unauthorized access to their account and sensitive information.

    The information you provide Veriff will be strictly used for verification purposes. It will be encrypted and stored in their system, which has SOC 2 Type 2 certification. This means your data will remain private, secure and confidential.

    For more information, please read Veriff’s privacy policy here.