FAQ
Here you’ll find some of the most frequently asked questions about PCHonlinesurveys. Simply click on the '+' next to the relevant question to view the answer.

If you still cannot find the information you are looking for, please do not hesitate to contact us.

If you are already a member of our site and wish to have direct contact with our helpdesk, please submit your query by logging in to the site and navigating to the Help Centre. This will speed up your inquiry and will allow us to serve you faster.

Questions about PCHonlinesurveys

How do I become a member?

Answer: It's very easy. Simply fill in your details on our 'Join Now' form. We'll send you a link via e-mail to the application form so you are able to confirm your membership.

Will it cost me anything if I join PCHonlinesurveys?

Answer: There are no costs associated with joining the panel and you can leave at any time. You do however, need an e-mail address to receive invitations to participate in surveys and you need to be able to access the Internet to complete online surveys.

Can I join if I live outside the United States?

Answer: No, unfortunately membership of this online panel is open only to United States residents.

Can other members of my household also become PCHonlinesurvey members?

Answer: We always welcome new panel members! Your family and friends may simply visit our website and register. Please note that each panel member will require a different e-mail address as our quality controls prevent multiple panel members from registering under one e-mail address. All registrations are also subject to our vigorous data quality controls.

How can my family and friends join PCHonlinesurveys?

Answer: In order to join they can go to the PCHonlinesurveys website and fill out the 'Join Now' form.

Can I have more than one PCHonlinesurveys account?

Answer: Membership is restricted to one account per person - only one person per e-mail address. Only one member of the household can register using one e-mail address, each additional household member who registers will require a different e-mail address.

What should I do if I want to change my e-mail address?

Answer: To change your e-mail address, log into the member's area of your PCHonlinesurveys account. Go to the 'Your Profile' section and then go to the second item 'Change E-mail Address', located in the table Profile Questionnaires, and follow the instructions.

What should I do if I need to update my personal data?

Answer: To change your personal data simply log into the PCHonlinesurveys website. Go to the 'Your Profile' section and select the relevant link/topic you'd like to update. Please note we do advise that you keep your profile up to date so we can make sure you are invited to the appropriate surveys.

What should I do if I have forgotten my login information?

Answer: If you have forgotten your login information please click on forgot password, and a temporary password will be sent to your e-mail address provided. If you are still having additional problems please e-mail the helpdesk at helpdesk@pchonlinesurveys.com

How do I cancel my PCHonlinesurveys membership?

Answer: If you wish to unsubscribe you can log into your 'Your Account' & click 'unsubscribe' at the bottom of the page.

Please note that when you unsubscribe all your existing points will be forfeited, therefore you must redeem your points before unsubscribing. Points are not transferable between accounts.

How do I access the members' area?

Answer: To access the members' area, log in to your account by entering your e-mail address and password in the member login area. This will take you to the ‘Your Account’ section where you can update your details under ‘Your Profile’, view your surveys under ‘Survey History’ and check your points balance and redeem your available points under ‘Rewards Claim'.

If I leave the country, do I need to notify you?

Answer: If you move permanently, please cancel your membership by logging onto the Members' Area and click on the ‘Unsubscribe' button. Note that you should redeem all your outstanding points first, as points are terminated once you cancel your account. We do not ask to be notified if you are going on vacations.

Questions about Points and Rewards

Where can I view my points balance?

Answer: You need to log into the PCHonlinesurveys website, and then navigate to the ‘Rewards Claim’ section. On this page you will see your points balance.

How many points do I need to purchase a gift card in the WebShop?

Answer: Typically for a $10 gift card you would need to spend 1000 points. Please note all vouchers and denominations are subject to change and that correct and up-to-date information can always be found when you enter the WebShop to redeem your points.

What happens after I redeem my points for gift vouchers/gift certificates?

Answer: You will receive an email shortly containing your reward code with a link and instructions on how to redeem it. Your code will also be listed in the 'Claim History'section once you log in.

How do I redeem my code for gift vouchers/gift certificates?

Answer: If you are logged into 'Your Account', then all you need to do is click on the code displayed in 'Claim History' and you will be taken to the shopping page automatically. Alternately, you can follow the instructions on your email containing the reward code.

Can I add my reward codes together?

Answer: Yes, you need to click on one of your codes in order to go to the shopping page, then you need to paste (or enter) your second code into the ‘Add voucher’ field and click on ‘Go’ button. This will combine the values of the codes. If you do not spend the full value on your rewards codes when combined, the remaining balance will be shown on screen.

When will I receive my gift vouchers/gift certificates?

Answer: Orders for physical vouchers are dispatched within 10 working days. E-vouchers will be emailed to the email address you have provided us within 2 working days. Please make sure that you check your spam filter and your safe list. If you have not received your vouchers within the time frames outlined above please let us know by completing the Contact Form.

I was trying to redeem my reward code, and after few attempts I got logged off and it will not let me try again?

Answer: First please make sure that the code you are entering is correct. It does not matter if you use capital letters or lowercase. The best way to copy your code into the redemption box is by using ctrl+c to copy and ctrl+v to paste. After 3 failed attempts the system will not let you try any more until you close your browser and open a new browser session. This is a security feature.

Can I view my order history and order status?

Answer: Yes, just click on your code displayed in 'Your Account' and you can view your order history / status or follow the link from your email containing the code. There are 3 possible order statuses: - New: your order has just been placed and it will be processed shortly - Awaiting Dispatch: your order has been processed and is awaiting to be dispatched - Dispatched: your order has been dispatched and it is on its way to you

Does my code expire?

Answer: Yes, each code has 12 months validity from date of issue. You can check the expiration date of your code by clicking on it in your 'Your Account' section or following the link from your email.

Do I have to spend the full value of the reward code in one go?

Answer: No, you do not need to spend the full value; you can spend a portion of it now and redeem the rest another time.

Can I spend my reward code on more than one retailer?

Answer: Yes, you can pick and mix from the different brands of gift vouchers/gift certificates we have selected for you.

If I change my mind, can I cancel the order?

Answer: No, once you have placed your order you cannot change your mind. Therefore, please kindly ensure that you double check all relevant details before placing your order.

Who do I contact if I have a query regarding my gift vouchers/gift certificates and it has not been answered by the FAQs?

Answer: If you did not find the answer to your question in our section on rewards, please click here and our helpdesk will assist you.

Will my points expire?

Answer: Your points do not expire. Your points balance will only decrease after you redeemed your points for a reward. However, if you choose to leave the PCHonlinesurveys panel, your points will be deleted along with your account. It is recommended that you redeem all remaining points before unsubscribing from the panel.

How can I see the total amount of points I have been rewarded?

Answer: Use your login details to enter the “Your Account” section. Under Rewards Claim you will be able to see the number of points you have collected.

Will my old balance transfer over onto the new PCHonlinesurveys site?

Answer: We have improved our incentive program, and now rewards will be given in points which can be used to redeem for vouchers in our new WebShop. As a result your old balance will not be transferred over into your account. If you need information about this and wish to redeem your old balance please send your query to Clear Voice support email address at: membercommunication@clearvoicesurveys.com

How long will it take for points to show up in my account?

Answer: If you participate in a survey where points were offered they will usually post upon completion. Please note however that if it is a specialty project such as an IHUT or diary study it could take up to 8 weeks for points to show up in your account.

Questions about Surveys

Why are surveys conducted?

Answer: Businesses, governments, public bodies and similar organizations are interested in the views and attitudes of the people who use their products and services. The more they know about what customers and potential customers, citizens and consumers think, the easier it is for them to improve and adapt what they supply.

What happens after I join?

Answer: We will send you an e-mail welcoming you to PCHonlinesurveys. After that, we'll contact you periodically by e-mail to invite you to take part in a survey. The e-mail will contain all the information you need to participate, including the URL to take the survey. Once you complete the survey you'll have the opportunity to earn points and redeem them through our WebShop.

How often am I going to be asked to complete surveys?

Answer: We are regularly sending out survey invitations, but cannot say who or when any member will receive invitations as each of our surveys is customized and based around the research goals for each individual client. Depending on your profile we may ask you to complete surveys more or less often than once per month. For this reason we ask you to keep your profile as up to date as possible.

Please note some firewalls may prevent delivery of our survey invitations (refer to: "I do not seem to be receiving many survey invitations, why is this?)" FAQ question.

Will I be penalized if I do not complete a survey I am invited to participate in?

Answer: You won't be penalized if you do not complete a survey. You can complete as many or as few of the surveys you are invited to participate in. You have the ability to earn more points if you complete more surveys.

How will I know that I am to complete a survey?

Answer: We will send you an e-mail invitation when a new survey is available for you. From that invitation you will be able to access and complete the survey. You will also be able to access surveys from 'Your Account' section on the website.

Please note some firewalls may prevent delivery of our survey invitations (refer to "I do not seem to be receiving many survey invitations, why is this?)" FAQ question

I do not seem to be receiving many survey invitations, why is this?

Answer: There are a couple of different reasons why this may be the case - firstly you could log in to the PCHonlinesurveys website and check your account information to make sure that your email address is listed correctly (including punctuation where appropriate). If it is not, then you will not receive the invitations we are sending (Note: some firewalls may also prevent delivery of email invitations). Also each of our surveys is customized and sent to a random selection of members most likely to qualify. If you elected not to answer some of the questions in your profile, this may reduce the number of surveys you are invited to participate in. In order to be available for as many surveys as possible, we advise you to keep your profile as up to date as possible.

What does this 'do not qualify' message mean?

Answer: In some research projects we can only accept responses from people who fit into specific categories - for example selection can be gender, income or age dependent. This is based on our research goals and as an unfortunate consequence, not everyone can take part in every survey.

I clicked on the Start button and was told I had already completed the survey, why is this?

Answer: If you see this message when trying to access the survey it is most likely that you have already completed the survey. This can either be by the original email invite or the email invite reminder. You can review the status of the surveys you have been invited and participated in by logging into the PCH Online Surveys website, and visiting the Survey History page in the 'Your Account' section.

I clicked the Start button and nothing happened, why is this?

Answer: Most of our survey windows open using Pop-ups. It is possible that the survey opened in the background - please check all the browser windows you have open to see if the survey loaded in one of them. However, if you have pop-up blocking software installed on your PC it may interfere with the proper functioning of the PConlinesurveys website. If the website does not respond after clicking the 'Start' button, enter the user settings for your blocking software and add the PCH Online Surveys website to the list of sites which you will accept pop-up browser windows from.

The link to the survey does not work. What should I do?

Answer: 1. In most e-mail programs a piece of text automatically becomes a link if it starts with 'http'. So if you are online & click on the link, you should go straight to the survey. If you are not online, that won't happen. If you are online but the link doesn't take you to the questionnaire, try copying the link and pasting it into the address bar on your browser.

2. Many people may be trying to complete the questionnaire at the same time, which temporarily overloads the server: you will probably succeed if you just try again later.

3. It is possible that the use of JavaScript is switched off in the settings of your browser, in which case the questionnaire will not work. Check the Internet options of your browser and change it if necessary.

4. Most of our surveys are tested on Internet Explorer & if you are using a different kind of browser you may have problems. Try opening the survey in Internet Explorer.

If I am away, can I get someone else to complete my surveys for me?

Answer: Unfortunately once you have personally registered with the PCHonlinesurveys panel only you can complete the surveys. Your family and friends are welcome to join the PCHonlinesurveys website. Please note that each panel member will require a different email address as our quality controls prevent multiple panel members from registering under one e-mail address. All registrations are also subject to our vigorous data quality controls.

What do I do if I think my answers have not been sent successfully?

Answer: Each answer is stored as soon as you click on it. We can only use results from fully completed questionnaires, and you will know that the questionnaire is completed when you come to the final screen and see the message that you have completed the questionnaire. Once that appears, you know that your answers have been successfully sent.

I received an error message, what should I do?

Answer: If that happens, there may be a technical problem. If you get an error message while you are taking the survey, please try to log in later: in many cases you will be able to continue from where you left off. If you still experience problems you can reach out to our helpdesk for further assistance.

How long does an average survey take to complete?

Answer: The number of questions varies from one survey to another. We try to keep surveys as short as possible, although we have to make sure the results are meaningful. In general a survey should take around 10 to 15 minutes to complete.

Can you mail the surveys to me or conduct them over the phone?

Answer: Unfortunately there is no other way to take part in these online surveys; you need to complete them over the Internet.

Is there any extra software I will need on my computer to do these surveys?

Answer: Some of our surveys require Macromedia Flash Player. It should only take 2-3 minutes to download here or go to http://www.macromedia.com and click on the 'download Flash Player' link. While it is not required that you download Flash Player in advance, it will save you from having to do so when you attempt a survey that requires it.

Questions about Privacy

Who can I talk to if I have any Privacy concerns?

Answer: A link to our Privacy Policy is available at the bottom of most pages on the PCHonlinesurveys website. Please review our Privacy Policy for contact information.

If I become a member of PCHonlinesurveys, will I receive e-mails advertising other products and services?

Answer: No. We do not sell or give away the contact details of our members and we carry no advertising on the site. We will never try to sell you a product or service, and companies who use our services have no direct access to your details.

Why do you need my personal information?

Answer: We need personal information about you to tailor survey invitations to you; to allow SSI to better interpret survey results; and to allow SSI to communicate with you about your panel membership and survey participation. Please refer to our Privacy Statement for more information.

Why did I get an e-mail with a link to join PCHonlinesurveys if I didn't apply myself?

Answer: It is possible that someone made a typing error and accidentally submitted your e-mail address while asking to become a member of PCHonlinesurveys. It's also possible that someone has used your e-mail address without your permission. If you don't want to join, simply ignore the email and the reminder that will be sent. Your details will not be included on our members' list and you will not be contacted again. If you keep receiving e-mails you can click on the helpdesk link within every e-mail for further assistance.

Will my personally identifiable information ever be passed on to a client of SSI?

Answer: SSI will handle your personally identifiable information in accordance with our Privacy Policy.

Questions about PCH Sweepstakes

How are winners notified?

Answer: All PCH prizes of $500 or greater are awarded by either certified or express letter or in person by our famous Prize Patrol at our option. These awards are done as soon as all winning entries and prizes are matched. No one else - not even a celebrity - is authorized to notify you of a win in the Publishers Clearing House Sweepstakes.

More importantly, there are no strings attached to winning a Publishers Clearing House prize. There is no processing fee, tax or special handling charge required to win. Our prizes are delivered FREE of charge to the winners.

What if I'm not home when the Prize Patrol comes?

Answer: If you are confirmed to be our lucky winner, the Prize Patrol, headed by Dave Sayer, will use all of their resources to locate you and present you with your prize.

I was contacted and asked to pay a fee to claim my prize. Was this Publishers Clearing House?

Answer: If you are contacted by someone who says you won a prize, but in order to claim it you must drive somewhere, pay a shipping, handling, or delivery fee, prepay taxes, pay a deposit, give a credit card number, call a 900 number, or purchase a product with a 'discount voucher', it is NOT affiliated in any way with the real Publishers Clearing House.

We urge you to make sure you fully understand the identity of the contest sponsors as well as all the details and requirements before participating in any of these programs.

How are winners selected?

Answer: At Publishers Clearing House our winner selection process is completely random and unbiased. All Giveaways are conducted by Giveaway Supervisors and overseen by independent auditors. We have no way of determining, in advance, who our winners may be or where they may come from.

Do real people win the Publishers Clearing House Sweepstakes?

Answer: Yes! Real people really do win. And by the way, the winners you see being surprised by the Publishers Clearing House Prize Patrol in our TV commercials are not actors but the actual people at the actual moment-of-winning. (There's no staging or pre-notification).

The lucky individuals who have won are in many ways reflective of the wide diversity of those who receive our mailings: white, black, young, old, male, female, rich, poor and of varied ethnic and regional backgrounds.

Our Prize Patrol has awarded and filmed winning moments at a variety of residences and locales. These have included private homes, urban apartments, country farms, trailer parks, business offices and in one instance several years ago, a remote Alaskan outpost (perhaps you might recall seeing our Prize Patrol on those remarkable dog sleds)! While we do not have time to include every winning moment in our commercials, we do run a number of different commercials.

What happens to my winnings if I should die?

Answer: Unless otherwise specified in the Offical Rules, in the unfortunate event of a winner's demise,prize payment(s)will be made to the winner's estate.

Does Publishers Clearing House really award all those prizes?

Answer: Absolutely! That's guaranteed three ways. First, we observe all regulations and register and secure our Giveaways wherever required. Then, as a second safeguard, our sweepstakes are monitored by an outside certified public accounting firm. Finally, our law firm oversees the sweepstakes and winner selection procedures as well.

Real people really do win! And, by the way, the winners you see being surprised by the Publishers Clearing House Prize Patrol in our TV commercials are not actors but the actual people at the actual moment-of-winning. (There is no staging or pre-notification.)

Who is eligible to enter and win the Publishers Clearing House Sweepstakes?

Answer: Unless otherwise indicated in the Official Rules, our Giveaways are open to residents of the U.S.

Some of our Giveaways may also be open to residents of Canada and the U.K. Please see official rules for details.

Why does Publishers Clearing House give all that prize money away?

Answer: It's fun and exciting...and the best way we know to call your attention to our fine selection of magazines and products!