If the “Frequently Asked Questions” below do not answer your question or issues then please email email@example.com
What is the VPN?
VPN stands for Virtual Private network. It is a research tool that allows us to understand how you use the internet.
How do I install on Android?
To install on an Android device, simply tap the link that we send to you. The link will take you to the Google Play store. You should then just tap “Install” and allow the app to download. Simple as that! Please note that if you download directly from the Google Play Store, you will be unable to register your app To install on an Android device, simply tap the link that we send to you. The link will take you to the Google Play store. You should then just tap “Install” and allow the app to download. Simple as that! Please note that if you download directly from the Google Play Store, you will be unable to register your app
How long does it take to get paid?
Once you click on the redeem button, your points will be verified. This process can take up to 10 business days, and your points will still be visible on your account until after the payment has been made.
Why are the times not correct on my app?
On the first day that you start your diary, the first survey will always be for 00:00 to 00:30 am. This is completely normal. If you were asleep at this point, enter that you were “at home” and “asleep”. The app will ask you what time you woke up, and clear all surveys between these two times.
How many points do I get per survey?
For each survey you receive, you will be informed of the number of points you will receive for completing that survey.
How do I remove PointsPanel?
If you are using an Android phone, simply open ‘Settings’, scroll down to Apps, find PointsPanel, and then click ‘Uninstall’.
If you are using an iPhone, simply hold down on the app icon. When an ‘X’ appears above PointsPanel, tap the ‘X’ to remove the app.
You should also contact us so that we can close your account for you
How do I install the VPN on Android?
The VPN will install automatically when you download the app.
How do I install the VPN on iOS?
Once you have completed the app setup, you will be prompted to install the VPN. You will be guided through the simple steps to set up the VPN.
I have changed phones. What should I do?
If you have changed phones, please contact firstname.lastname@example.org so that we can send you your unique download link again. We will also remove any old devices on your account.
How will I know if my phone supports the app?
Our app works on iOS 7 and above. For Android devices, the app will work on Android 4.0 and above
Which studies can I join?
You may only join a study that is running in the country where you live.
Am I eligible for the study?
If you would like to know if you are eligible, the best way to is complete the sign-up and see if you qualify. If you do, you will be sent a link to download the app.
I am running iOS 9, but the app won’t install
In order to allow the PointsPanel app to be used, you need to make sure that our software development partner, RealityMine Ltd, is selected as a trusted publisher of applications.
Don’t worry, this won’t allow unauthorized software to be used on your device, it will only give permission to the PointsPanel app.
If the PointsPanel app isn’t yet trusted, when you run it for the first time, your iPhone or iPad will display the message indicated below:
To allow the PointsPanel app to be used, follow the steps outlined below:
1. Open Settings and navigate to General and then Profiles.
2. The Profile screen will then be displayed.
Note: If you have installed profiles for other apps, they may also be listed here.
• Tap ‘RealityMine Limited’
3. On the screen which appears tap the button labeled ‘Trust RealityMine Limited’
4. When prompted, confirm you trust PointsPanel and our software development partner, RealityMine Limited, by pressing the button labeled ‘Trust’
5. After confirming you trust the application, the RealityMine Limited profile will now show as being verified
• Now that the PointsPanel app is trusted you can press the ‘Home’ button and launch the PointsPanel app and continue registration.
How many points do I get for an individual survey?
For each survey you receive, you will be informed of the number of points you will receive for completing that survey. The amount of points you will receive for completing a survey ranges from 10 to 100.
What is PayPal?
PayPal is used to send and receive payments through the internet. Once you sign up for a PayPal account you can send and receive money online. As a recipient you will be notified via an email from PayPal that a payment has been issued to you.
How are the points paid?
We issue your points via PayPal. If you don’t already have a PayPal account please use the link below to create one in a few easy steps.
Why have my points not been added?
Points for surveys will be added within 72 hours of your completing a survey or e-Diary.
What are the e-Diary requirements?
• Complete the Tell Us About Yourself survey, which is the first survey that you will receive
• Fill in the entries for every half-hour, in at least 3 sittings throughout the day- for example at breakfast, lunch and dinner
• Complete the Late in the Day survey every eveningPlease note that some studies may have additional surveys as part of the e-Diary. Please check your welcome emails for further details
How do I join the study?
To join the study, simply go to our Join Now page and complete the short sign-up to see if you are eligible!
My phone doesn’t have a data plan, can I still participate?
As long as your phone is connected to Wi-Fi every day, then you can still participate. When you are connected to Wi-Fi, to make sure we know you are still participating, press the upload button on the status screens so that all surveys and other data will be uploaded to us.
How are the points paid?
You must have a PayPal account to receive payment for your points.
How do I redeem my points?
You may redeem points by logging onto My Points. You need a minimum of 500 points to be able to redeem points, and the redeem button will appear only when you have 500 or more points. Your points will expire after 3 months if they have not been redeemed.
How are the points calculated?
When running the application, during the first 15 days of each month, you will receive 10 points per day. For the remainder of the month, you will receive 25 points per day.
For individual or ‘one-off’ surveys you receive that don’t form part of the eDiary study, you will be informed of the number of points you will receive for completing that survey. The amount of points you will receive for completing a survey ranges from 10 to 100.
How do I view my points?
Do I need to leave my phone on at all times?
You should do whatever you normally do with your phone. Please do not change anything. However, having your phone off may affect the number of points that you receive.
How do I check the version of Android on my phone?
From your home screen, press Menu > Settings (or find settings in your app drawer/dock) > About Phone. Scroll all the way down and find the version, which is the last option.
How do I check if my iPhone is supported?
If you have an iPhone 3GS or newer, your phone is supported. A quick check is, if your iPhone supports recording video, you can use PointsPanel.
How will I know if the app is working?
On Android phones, you will see a small white circle in the notification area of the screen, which indicates that the application is running.
On iPhones, you will see PointsPanel listed if you double-tap the home key.
We will be able to tell if you have downloaded the application, and if it is working correctly, and we will contact you if there are any issues.
What will PointsPanel do?
This application will sit in the background of your phone and monitor how you use your phone. It will be on all the time, but it will not interfere with your usage at all.
Who can I contact if I have a problem?
If you encounter any issues with the PointsPanel application, please contact email@example.com.
If in the USA you can call us on (714) 627-9312, we are open between 6am EST and 5pm EST.
If in the Canada you can call us on (437) 887 1467, we are open between 6am EST and 5pm EST.
If in the UK you can call us on 0161 414 0753, we are open between 8am and 10pm.
Will it use up my battery?
The application will have some impact on the battery in your phone and, in some cases, especially if you are a heavy phone user, you may need to charge your phone during the day to take part in the program.
Will the app use up my data allowance?
The amount of data the app sends will vary depending on your usage- the more you use your phone, the more data will be sent. While it is only a small amount of data, we recommend that you have a data plan on your phone. Otherwise, your network provider will charge you.
How will I know if the VPN is working?
On an iPhone you will see a small rectangle with the text ‘VPN’ at the top of the screen when using the internet. If you don’t see this, try locking and unlocking your phone.
On an Android phone, you will see a key icon within the notification bar of the device after you have accepted the credentials as being trusted.
If the VPN does not connect, you may contact support at firstname.lastname@example.org.
What if I change phones?
If you get a new phone and want to continue participating, please contact us at email@example.com, and we will send a new download link to your new handset.
I’m being asked to install a Certificate?
You may be asked to install an additional certificate on your device. This is to allow the VPN to work correctly. The app instantiates a VPN (Virtual Private Network) for us to be able to see which Apps are being used during the study.
You’ll know if you need to as you will see a warning in your notifications with ‘Install Certificate’ next to it.
Installing the certificate is pretty easy, just follow the on-screen prompts after clicking the notification. Please note that you will need to set a lock screen on your device as part of installing the certificate. You can turn this off at the end of the study once you have removed the certificate.
1. Give the certificate a name, the default is fine, then press OK
2. Follow the prompts to set either a PIN or a pattern for your lock screen. Remember what this is, you’ll need it when you want to unlock your device.
3. You’ll now see a small pop-up on screen letting you know the certificate has been installed.