Why are my participants missing from the payment queue?

If you've selected participants to pay but the payment queue appears empty, participants were likely removed from the queue. Often by accident. 😬

How it happens 🤔

This usually happens when clicking around to select participants for payment accidentally triggers the "Remove from queue" action instead. The remove and select actions can look similar in the UI, making it easy to clear the queue without realizing it. You can confirm this by checking the revision history for your study's incentive activity. It will show a log of participants added to or removed from the queue, along with a timestamp.

How to fix it 🛠️

To get your participants back into the payment queue:

1️⃣ Go to your study and navigate to Pay Participants > Pay Completed Participants.

2️⃣ Add the participants back to the queue.

3️⃣ Alternatively, go to the Responses view and click the Pay button from there.

Check if an order was already placed  🔍

Before re-adding participants, check your incentive activity log to see if an order was already issued. If payments have already gone out to some participants, you'll want to make sure you're only re-queuing those who haven't been paid yet to avoid duplicate payments.

Still need help? 🙋

If you're not sure what happened or need help getting participants paid, reach out to us at help@ethn.io and include your study ID. We can check the revision history and help sort it out quickly.