While it can be frustrating, from time to time a participant may not join a scheduled call. This article covers what to do when a participant no-show occurs.
Wait at least 10 minutes from the scheduled start time before concluding the participant a no-show.
Five minutes into a call without the participant, click Send reminder on the pop-up to send them a reminder.
At five minutes past the scheduled call time, a pop-up will invite you to remind the participant. Clicking Send reminder on the pop-up will send an email to the participant and a text message if they've provided their phone number.
At 15 minutes past the scheduled call time, click Leave on the pop-up to end the interview.
Clicking Leave will end the call and take you to the call review page.
Select Participant no-show, then click Send review to register the participant no-show.
Selecting the Participant no-show option will prevent the participant from being compensated and block them from further interviews for seven days. The interview will be added back to your balance. If you recruited from Hotjar's participant pool, we'll begin finding a replacement participant.
What if a review is disputed?
Disputes are sent to the Support team to be resolved. Here are some of the circumstances which cause an interview to be disputed:
- The researcher and the participant give conflicting reviews. For example, the participant says it was a researcher no-show, and the researcher says it was a participant no-show.
- The researcher marked an interview as a participant no-show, but we can see that the researcher and participant were connected for more than 10 minutes.
To investigate the issue, Support will speak with the people involved and review the available information to come to a fair resolution.