Billing & Credits
What happens to my credits when a project starts?
Credits are immediately allocated when you publish your project and cannot be used for other projects until they're returned to your wallet when the project ends.
What happens to my credits when a project ends?
Unused credits and credits from no-show participants are returned to your Research Wallet. This is why it's important to mark attendance status correctly.
Do I get bulk discounts for buying credits?
Yes! You get 10% off for 11-20 credits and 15% off for 20+ credits when purchasing through your Research Wallet.
Who can access the Research Wallet?
Only organization admins can access the Research Wallet at Organization Settings → Research Wallet.
Service Options
What's the difference between Self-Serve and Tetra Team Managed recruitment? Self-Serve lets you manage recruitment yourself using our participant pool. Team Managed is a premium service where our Research Ops team handles sourcing, screening, and scheduling for enterprise customers.
How do I get access to Team Managed recruitment?
Team Managed is available to enterprise customers with existing contracts. If you don't have one, select "Contact Us to Learn More" to explore enterprise options.
Participant Management
What's the difference between "Qualified" and "Not Qualified" participants? Qualified participants have completed all required details and screener questions correctly. Not Qualified participants fit some criteria but need manual review - you can promote them to Qualified if they meet your needs.
Can I re-invite participants who didn't show up?
Yes! Participants marked as "No Show" can be re-invited to book another time slot.
How do I report inappropriate participant behavior?
Use the "Report" function to flag participants for inappropriate behavior. This removes them from future recruitment and helps maintain platform quality.
What happens if I cancel a session last minute?
If you cancel within 4 hours of the scheduled session, the participant will still receive their incentive payment.
Setup & Process
Why can't I find Participant Recruitment in my project?
Go to Settings → Project sidebar and check the "Participant Recruitment" box to enable it. Some templates have this feature disabled by default.
Do I need to set up a calendar before inviting participants?
Yes! Calendar setup is required before you can invite any participants. You need to set availability, meeting links, and notification preferences.
Can I pause and resume my recruitment?
Yes! You can change your recruitment status to Paused (temporarily stop) or Resume (restart). When paused, participants can't fill out screeners and no new participants are sourced.
Technical
What meeting platforms are supported?
You can use Zoom, Google Meet, or Microsoft Teams meeting links. The same link is used for all sessions and sent to participants when they schedule.
Are sessions automatically recorded?
Yes! A Tetrabot is automatically scheduled to record and stream every session to your app. Recordings are available in your project's Sessions section.
How long do I have before my project automatically ends?
Projects automatically end after 30 days of inactivity to keep the participant pool fresh.
What notifications will my team receive?
Your notification list receives emails for: qualified participants being added, participants scheduling sessions, and participants rescheduling sessions.