1. General questions

How long will it take to take part in a forum discussion?
This is entirely up to you and how much you want to share with other panel members. It could take a minute or up to 5 minutes depending on how much you would like to write.

How long will each survey take to do?
Surveys will normally take between 5-10 minutes to complete.

How long will I have to complete a survey that you have sent me?
This will vary from survey to survey but typically you will have around 7 days to complete a survey. The closing date of each survey you are sent will be clearly specified within the email.

What will I be asked about?
Lots of different things related to The Guardian’s advertising activity, offline or online - like your opinions of recent ad campaigns, we will also ask you to share any interesting articles you might have read with the panel. In addition to this, we will sometimes ask you questions about your lifestyle.

What if I don't receive my emails because my email address has changed?
Once you have signed up you will have your own page ("My Details") where you can go to change any personal details. If you decide to change your email address at any time, all you need to do is go to "My Details" and change the relevant field.

Who runs the Guardian Voices online community?
Guardian Voices is run by QuMind, an independent insights and software consultancy, at its HQ in London. You can find out more about QuMind at http://www.QuMind.co.uk/

How do I stop receiving emails from you / unsubscribe from the Guardian Voices?
You can unsubscribe from the Guardian Voices at any time. To unsubscribe, simply click on the unsubscribe link on any of the emails that we have sent you .

2. Technical questions

Why can’t I see parts of the community? / Why won’t links work?
There are a number of reasons why you may not be able to view some of our questionnaires. Some suggestions on how to rectify any problems are listed below:

Ensure cookies are enabled
Make sure that you have cookies enabled in your Internet software, as we use cookies to track the status of our questionnaires. For information on checking and enabling your browser cookie settings please contact us. If you would like to keep a high-security setting, but still be able to participate in the Guardian Voices online community questionnaires, you will need to add https://guardianvoices.co.uk// to your "Safe" or "Trusted" sites. Please consult your browser documentation for assistance on this.

Use of ad blockers
If you have ad blockers attached or inserted into your emails, you may experience problems with the surveys. Some of these programs delete certain characters from our emails, and thus disable the links we send to you. Unfortunately, there is nothing we can do to control this, but we do advise you to inform your ad blocking provider of the problem.

Check your Internet Browser
Our questionnaires are designed to support the most up-to-date Internet browsers. Currently, the recommended browsers are Internet Explorer 7+, Chrome 15+, Firefox 10+, Opera 8+ and Safari 3+. You may experience technical issues if using older browsers that are no longer fully supported. If you are encountering problems, we would recommend updating your browser to one of the latest versions.

What if I have forgotten my password?
If you have forgotten your password, simply enter your email address in the relevant space at the top of the home page (please make sure you use the email address you registered with), leaving the "password" space blank. Then click login to send yourself an email reminder of your password
The reminder email should arrive in your email inbox within a few minutes (depending on your internet connection). If the reminder does not arrive, please try the following:

  • Firstly, check your spam/junk
  • Refresh your inbox (e.g. log out and in again, or hit F5 to refresh the inbox)
  • Try to resend
  • Contact us

Why am I unable to login to the website, even when I have carefully copied my email address and password in to the login space?
You won’t be able to log in until you have completed the first questionnaire sent to you via email, we will process your answers and then you will be able to login. We will send you an email when the processing is complete.

I have completed the first questionnaire you emailed me, but I still cannot log in.
Firstly, if you have not already done so, check you are using the correct email address. If you have started using a new email address, but have not updated your details, the system will not recognise your new email address.

Secondly, use the password reminder on the top right-hand side of the screen to check you are not using a password you have set up on another website!

If you are copying and pasting your password, check that you are not copying any blank spaces before or after your password, as these are treated as extra characters by the system, thus making your password invalid.

If you are typing your password, make sure that caps lock is not on - the password is case-sensitive.

Make sure that you have "cookies" enabled in your browser software; cookies are used in our login process and for tracking questionnaire completion. For information on checking and enabling your browser cookie settings, click here.

I have a technical question that is not answered here - what do I do?
Firstly, please note down as much information you can about the problem(s) you are experiencing, including any error messages you have seen, what you were trying to do on the site (e.g. take a particular survey, visit a certain page). Screenshots can help us to understand, and solve, your problem more quickly.

Secondly, find out what software you are using. You can easily do this by visiting http://supportdetails.com and making a note of the details in the "Operating System" and "Web Browser" boxes. If you contact us with a technical question (that isn't answered here) it would be greatly appreciated if you can quote us the information you have collected.

Finally, send us this information here and we will reply as soon as we are able. Before contacting us please check you have followed the steps above and only then contact us with as much detail as possible and explain the problem fully.

3. Privacy

Who will be able to look at my personal information?
Please refer to our privacy policy here.