Staff Access and Support: What Happens When You File a Report¶

There's a meaningful difference between "staff could technically access customer data" and "staff routinely do." Opionate staff access to your account and data is scoped to specific, purposeful situations - not casual browsing.

When Staff Access Your Data¶

Staff involvement happens when it's needed to operate the platform, or when you've specifically asked for help with something - filing a report on a Panel Recruitment wave, reaching out through in-app messaging with a billing or account question, or a similar situation where resolving your issue requires someone on the team to look into it.

Filing a Report on a Panel Recruitment Wave¶

If a specific submission or wave needs attention beyond what you can resolve yourself - since there's no in-app approve/reject of individual submissions (see Panel Recruitment FAQ) - filing a report is how you flag it. The available categories cover a wave stuck waiting for review, suspected low-quality submissions, a payment or reward issue, and a technical issue with the study. Once filed, platform staff follow up directly, including resolving the issue with the panel provider's own dashboard on your behalf where needed.

Messaging for General Support¶

For anything outside Panel Recruitment - a billing question, an account issue, general feedback - in-app messaging connects you directly with staff. This is a genuine two-way conversation, not an automated ticket queue with no one reading it.

What Staff Don't Do¶

Staff don't insert themselves into your survey design, edit your surveys, or make decisions about your research on your behalf - support and report-handling are about resolving specific platform or wave issues you've raised, not managing your account's day-to-day use for you.

FAQ¶

Do I need to worry about staff seeing my survey content unprompted?
Staff access is tied to operating the platform and responding to what you've raised - not proactive browsing of customer survey content.

How quickly does a filed report get addressed?
Response times can vary by the nature of the issue - the report categories exist specifically to route your issue to the right kind of follow-up.

Can I follow up on a report after filing it?
Yes - reports and messaging both support an ongoing conversation, not a one-shot submission with no further contact.

Is there a difference between filing a Panel Recruitment report and using general messaging?
Yes - a Panel Recruitment report is scoped to a specific wave and its provider-side categories; general messaging covers everything else, including billing and account questions.

For the fuller picture of platform security generally, see Security Overview.