How to troubleshoot panellist warning messages?

Your panellists may come across different types of messages. This article explains these messages and how to solve them.

Login failed

This message appears on the login screen when the panellist entered a wrong username and/or password. The passwords are case sensitive, please check if the caps lock option of the keyboard is enabled. If the panellist forgot their password, they can use the Forgot password? option to request a new password. A new password will be generated for the panellist and sent by email. The Forgot password? option only works when an e-mail address is linked to the panellist account, therefore it is recommended to always include an e-mail address in the panellist account. 

In case the panellist does not receive a new password upon request, it is possible that their account is locked. According to your systems password policy, the panellist can have an x amount of failed login attempts before their account is locked (usually 3 attempts). Users with a User Manager or System Manager profile can access and edit the password policy. The password policy can be accessed from the main menu --> Administration --> System Settings --> Password Policy.

 If the account of the panellist is locked, this is indicated with a lock in the panellist overview (Panel Management --> Manage Panellists).

To unlock the account, please click on the edit icon to open the panellist account. On the Personal Information tab you can unlock the panellist and enter a new password. You can now either provide the new password to the panellist or you can ask the panellist to request a a new password again using the Forgot password option. If you enable the Force PW change option the panellists is forced to change their password upon the first login. 

Unable to start questionnaire

Unavailable :The questionnaire you are trying to access is no longer available. The questionnaire is either undeployed or has been closed.


Not Allowed : The user has already finished the questionnaire and is not allowed to run through it again. Go to your project settings and check if the option Run only once is disabled.

This message will also be visible if the user is not in the panel of the project and is not permitted to run through the project. Click the panel button and check if the user has been added to the project’s access list.

Not available today : The questionnaire is not available on this day or its end time has already expired. Check the general settings of the project to adjust this.

Access Denied by EyeContact : Access to the questionnaire is not granted because the panelist is not in the EyeContact panel related to the project. Change the project settings in EyeContact. The panelist is either not scheduled for the project or the panelist does not fit the filter criteria.

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