Participant is too late or does not show up

We invest a lot of time in preventing late arrivals and no-shows. We do this by requesting confirmations (and re-confirmations) from participants and by sending multiple reminders before the session. However, it’s not always possible to avoid delays entirely.

Participant not present?

If the participant hasn’t joined the session, please follow these steps:

1. Wait 2–3 minutes. Sometimes participants are just running a little late.
2. Call the participant. Their phone number is listed in the session shortlist. Participants are informed that the researcher may contact them by phone.
3. Still no contact after 10 minutes? If the participant is unreachable or still absent after 10 minutes, you can cancel the session free of charge in the dashboard. Then report the no-show or cancellation to us via support@usersense.com.

Will a cancelled session be automatically replaced?

No, a replacement is not arranged automatically. To avoid delays in your research, we recommend scheduling reserve participants in advance. If no reserves have been scheduled, we can discuss after the final session whether a replacement is needed. Read more about our policy for drop-outs and reserves.