Below are the most common questions among participants. If you do NOT see your issue listed, please refer to the How to Report Issues page to ensure that we can help you in the best way possible.

General questions

What do I do if my registration, survey, or somewhere else in PEER is frozen or stalled?

If the survey if frozen or stalled, please try navigating to a different page such as your dashboard or privacy settings (from your profile menu), and then resuming your survey from your dashboard. When you navigate away from a survey before completing the survey, the survey should automatically appear on your dashboard in "Resume" mode.

If your registration or somewhere else in PEER is frozen or stalled, please try logging out (if possible), and refreshing the page again. The keyboard shortcuts to refresh are:
* PC: Press "Ctrl + F5" or press "Ctrl + Shift + R"
* Mac: Press "Cmd + Shift + R"

If none of the above methods work, please try refreshing your cache and cookies. As a web browser is used, it accumulates data and stores it in temporary files—cache files to help pages load faster. These files normally get updated automatically as needed, but sometimes they can get stuck, causing a variety of possible problems. When refreshing your cache and cookies, please make sure you are logged out and closed out of all pages with the registry. Then follow the instructions to refresh here: http://refreshyourcache.com/en/windows/. You do not need to clear your history.

Account-related questions

What do I do if forgot my username/email?

If you forgot your username or email associated with your account, please click on the "Forgot username" link to retrieve your username, which will be sent to the email address you used to create your account. The email will come from "moc.sseccaetavirp|ylper-on#moc.sseccaetavirp|ylper-on" with the email subject "Forgotten User Name or User ID". Please be sure to check your spam folder if you do not receive the email.

What do I do if the system doesn't recognize my username, password, or challenge questions?

If the system does not recognize your username, you can check to see if you created a username with this account by entering your username in the "First time user?" log-in box and clicking "Submit". If the username already exists, you will receive an error notification saying "This username already exists". In this case, please report this to our customer service portal, ServiceDesk. On the other hand, if the system allows you to continue to the account creation process, then this means that there currently isn't an account associated with the username or email address you entered. In this case, please continue with the process to create a registry account.

If the system doesn't recognize your password or challenge questions, please reset them by following the "Forgot password" or "Forgot challenge questions" prompts.

How do I change the email associated with my account?

If you would like to update your email, please let the PEER team know by reporting the request in our customer service portal, ServiceDesk. Please be sure to include both your current email address and the new email address.

What do I do if my child/spouse/someone passed away, and I need to access their account?

In this case, we can transfer the account of the deceased individual to you. Please let the PEER team know that you would like this transfer by including the email address associated with the account (if you do not know this, then please provide the full name of the individual), and the new email address you would like to change the contact to. Please report this information in our customer service portal, ServiceDesk.to

Registration-related questions

What if I didn't receive the verification email?

First, please check your junk or spam. The verification email comes from moc.sseccaetavirp|ylper-on#moc.sseccaetavirp|ylper-on with the email subject "[Your registry name] Verification". For example, "iCureCeliac Verification".

If the email is still not there, please try clearing your cache. As a web browser is used, it accumulates data and stores it in temporary files—cache files to help pages load faster. These files normally get updated automatically as needed, but sometimes they can get stuck, causing a variety of possible problems. When refreshing your cache and cookies, please make sure you are logged out and closed out of all pages with the registry. Then follow the instructions to refresh here: http://refreshyourcache.com/en/windows/. You do not need to clear your history.

If you are also using a work email, please be sure to check with your organization/company's email filters to see if they block certain addresses from filtering through. When possible, please try registering with your personal email. If none of the following work, please report your issue by referring to the How to Report Issues page.

Survey-related questions

How can I tell when my survey session times out?

PEER currently does not notify participants when their session is about to time out. This is a known issue, and has been reported to our tech team. In the meantime, we encourage everyone to finish their surveys or activities in one sitting. For participants, your data will be saved even when your session times out.

What do I do if my survey is frozen or stalled?

If the survey if frozen or stalled, please try navigating to a different page such as your dashboard or privacy settings (from your profile menu), and then resuming your survey from your dashboard. When you navigate away from a survey before completing the survey, the survey should automatically appear on your dashboard in "Resume" mode.

If your registration or somewhere else in PEER is frozen or stalled, please try logging out (if possible), and refreshing the page again. The keyboard shortcuts to refresh are:
* PC: Press "Ctrl + F5" or press "Ctrl + Shift + R"
* Mac: Press "Cmd + Shift + R"

If none of the above methods work, please try refreshing your cache and cookies. As a web browser is used, it accumulates data and stores it in temporary files—cache files to help pages load faster. These files normally get updated automatically as needed, but sometimes they can get stuck, causing a variety of possible problems. When refreshing your cache and cookies, please make sure you are logged out and closed out of all pages with the registry. Then follow the instructions to refresh here: http://refreshyourcache.com/en/windows/. You do not need to clear your history.

Where can I find my data/responses?

To find your data and responses, please select the “My Data” button next to the dashboard button (as shown below).

Screen%20Shot%202017-08-11%20at%2011.52.19%20AM.png

How do I change a response to a question?

If you have not yet finished your survey, first resume your survey from your dashboard. Once you are in your survey, scroll back through the question. Select "Delete", "Update answers", and choose the new response you'd like to enter. Click "Save" and review the information below on the difference between "Revisit All Questions" and "Keep All Answers".

If you have already completed the survey, first navigate to “My Data” from your dashboard. Next, select the survey you want to view, find the question, and click on the response you want to edit. Select "Delete", then "Update answers" and choose the new response you'd like to enter. Then click "Save" and review the information below on the difference between "Revisit All Questions" and "Keep All Answers".

Please review It is very important that you understand what both options mean:

  • Revisit All Questions assumes you want to re-restart your survey from the question where you are editing and re-answer all questions following the question you are editing. Clicking Revisit All Questions will delete ALL responses to ALL questions that follow the one you are editing. The advantage of this is that if your answer changes impact the questions that come after (for instance, if you say you’ve had surgery, you get questions about that surgery, and if you say you have not had surgery, you do not receive those questions), the survey will be updated to reflect your new response (for instance, if you accidentally said yes you had surgery, changing your answer to “no” on the surgery question would remove the irrelevant surgery questions). This is the best option for you to use if you are not going too far back when you change a response.
  • Keep Answers will save your new response without removing irrelevant questions (though if your changed response triggers new questions, it may still bring these questions up for you to answer). It is the best option to user if you have already spent a lot of time on questions appearing after the question you wish to update.

How do I return to a skipped question?

If you have already completed your survey, you can:
1. Click on “My Data” from your dashboard. Search for the question you skipped by searching the keyword “skipped” in the response column
2. Click on the word “skipped”. This will bring you to the question in the survey that you had selected to skip
3. Enter and save your response
4. If your response triggers follow-up questions, you will be directed to those questions to fill in a response
5. Once completed, you will be directed to click “Survey Complete” and you will return to your dashboard