YouGov FAQs

Here is what we do:

If all clear, we process it within 30 days

If we feel the nameisn'tcomplete or that there may be an error in it, wedon'tissue a payment. Instead we return the points back to your YouGov account and we send you an email informing you of that and requesting you to place the points redemption request again while urging you to be careful this time.We make a record that we have alerted you of the issue - so, next time if you still insert the name the exact same way, we will then proceed with it as is - we will not verify it again. But YouGovwon'tbe responsible if it turned out there is a mismatch, and your points will not be refunded if Western Union denied you the payment

We're glad you're enjoying YouGov surveys!

We're unable to guarantee the number of surveys that you will be invited to in any given timeframe.The number and topics of surveys we send you will fluctuate depending on how many research projects we are running on a given day, and most importantly on our randomised and representative sampling method.

We will always try to respect the preference you set on your Account page on the site, which you can change at any time.

We're really sorry if you're experiencing a delay in delivery of your reward.

It can take our partners up to four weeks for payments to be completed. If you still have not received payment at the end of the four week period, please do let us know through the "Contact Us" form and we'll do our best to chase it for you!

If you've received the above message, please make sure you follow these steps exactly:

1. Ensure you have entered your email (the one registered with YouGov) and password correctly in the Login prompt (if you do not remember your password, please see this article on how to recover/change your password.)

2. Check your email inbox above for a message with the subject line "Are you trying to log in to your YouGov account?"(If you havent received this email in your inbox and have waited at least 30 minutes for it to arrive, please consider resetting your password. See point 1 on how to reset your password.)

3. Click the "Log me in!" button (note:make sure you click this link in the browser/device/app that you are using to access the site. You may need to change your settings for the link to open in the correct device.)

4. You will be forwarded to the page and logged in automatically

Why have we made this change?

As part of our ongoing effort to follow best practice when it comes to account security, weve introduced a concept of trusted browser. Youll be familiar with this from a lot of other services you use on the web (eg Google and Facebook do versions of it) if they detect a login attempt from a browser you havent used before, theyll email you to let you know.

On your first attempt to log in to YouGov from a browser or app using your email address and password, you will receive a message from us asking you to check your email (the one registered to receive YouGov surveys) to complete your login. You will need to login to your email on the same device you are trying to access the YouGov website from and follow the instructions from there to log in. Thiswon'tbe the case if you simply complete a survey and then arrive on your account page.

Once complete, you will be able to login using your email address and password as normal. Don't worry, this will only be a once a year effort, although if you regularly clear your cookies or browse in incognito/private browsing mode you will need to repeat this process more frequently.

If you haven't heard from YouGov for a while, it could simply be that we haven't had any surveys for you to take. Sorry about that, but we can't guarantee you'll be sent a particular number of surveys. (The number and topics of surveys we send you will fluctuate depending on how many research projects we are running on a given day, and most importantly on our randomised and representative sampling method. We will, though, always do our utmost to respect the preference you set on your Account page on the site, which you can change at any time.)

It's possible that you have failed one of our regular, automated data quality checks. We take the quality of our data extremely seriously, and if we detect patterns of responses that suggest inattention or inconsistency, we may pause your account.

Finally, do just make sure that you haven't accidentally marked any emails from us as spam! That will put a stop to our emails pretty quick!

If you're still not sure why you're not hearing from us, please use this form to contact us and we'll be happy to look into it for you.

Most of the time this error comes up because of network connections. Once you've clicked the link please try refreshing the page or you could try to start the survey at another time.

If refreshing doesn't work, please attach the invitation email containing the faulty link to us through this form, so we can investigate it quickly for you.

To view your points, please login to your account via the YouGov homepage. From there, navigate to the top-right corner and click the red number as shown in the picture below:

That will take you to your account page, with your points balance displayed in the center, and all the available rewards visible too!

(Note: in this example below, you're looking at a US panelist account page - rewards vary by territory.)

We will issue a money transfer order to you and email the details to your registered email address.

Therefore, please add our sender email addresses below as TRUSTED/SAFE senders in your mailbox/Outlook so that your mailbox will not block our upcoming payment email message:[email protected]@yougov.com

It is extremely important that you do so. Even if you regularly receive our messages from these email addresses, you still need to add them as TRUSTED/SAFE senders because mailboxes tend to consider any message that contains payment information malicious and, thereby, would most probably block it or quarantine it in the spam folder.

So, unless you add us as trusted/safe senders there will still be a possibility that you would miss our payment email message!

This is what the payment email message from us looks:

You can reset your password by clicking the link next to your home country below:

UK - Click here

USA - Click here

Australia - Click here

China - Click here

Hong Kong - Click here

India - Click here

Indonesia- Click here

Malaysia - Click here

Middle East & North Africa - Click here

Pakistan - Click here

Philippines - Click here

Singapore - Click here

Thailand - Click here

In future if you have forgotten your password, or need to reset it for any reason, you can also do so by selecting 'Forgot your password?' on the login form, as indicated below:

If this doesn't work you may be on the wrong YouGov website for where you live. Select the country or region you live in here:

Below is what the points redemption form looks like. We issue a Western Union money transfer order based on the details you enter here.

Full Name:

First, please make sure you have the ID card with you so you refer to it while filling out this field

Please make sure the ID card is an acceptable identification document - the ID documents which Western Union accepts are only the National ID card (or the Iqama card in case you are an expatriate in Saudi Arabia).Anything elsewon'twork - e.g. passport, visa page, driving license, labour card, work permit etc.. all these documents are rejected by Western Union

Please ensure the ID card is valid. The exchange house verifies the ID expiry date - if expired they cannot give you the cash

In this field, you need to enter the name as shown on the valid acceptable ID document of the person who will physically go to the exchange house to claim the cash. Normally that person should be you. But in case you are not planning to go to the exchange house, and someone else will, then you have to insert the name as per their valid official ID document, not yours

Please then fill out this field exactly as shown on the acceptable ID card in English letters. By exactly, we mean the exact spelling and exact number of parts. Names are written in many ways - some people drop the middle names, some write it fully, some go by their first name, some go by their last name, some spell the same name entirely differently and so on. However, what you need to keep in mind is that the Western Union teller will try to match the name they see as the beneficiary in the money transfer order with the name shown on the ID card you give them. Any mismatch, even if very small, causes the teller to deny the payment. Therefore if you do not have the ID card with you right now, we strongly recommend to not place the points redemption request - wait until you get hold of the card first and only then thoroughly and fully insert the name

Please note:

We will issue the money transfer order to this name. If the full name in the money order issued by us does not match the name on the ID, Western Union will not release the money to you

No one can collect the money from Western Union except the person you have entered their name in the redemption form. Western Union will always request you to give them the ID card. If you are ill, cannot commute,don'twish to go to the exchange house for any reason,don'twant to share your ID card with the teller there, or you will be out of town sometime soon, then thatwon'twork - no one else can collect the money on behalf of the person whose name is printed - that is not allowed as per Western Unions policy

Arabic Full Name:

This field is mandatory if your ID card contains the nameonly in Arabic letters (examples of such cards include, but are not limited to, national ID cards of citizens in Saudi Arabia and national ID cards of citizens in Egypt). If thats the case then please insert the name here in Arabic letters exactly as it is mentioned on your ID card - same spelling and same number of parts

If the ID card contains the name in both English and Arabic letters, and you can read and write Arabic then please make sure to insert the name accurately into both fields - into the field Full Name in English letters, and into the field Arabic Full Name in Arabic letters.Remember - absolute accuracy is also required in the field 'Arabic Full Name' - you must insert the name in Arabic with the exact spelling and exact number of parts as shown on the ID card

If you cannot read and write Arabic, then please just skip to the next field - this is then non-mandatory for you

Country Of Residence:this will be printed in the money transfer order we issue to you, so please enter the country of residence where you live and where you plan to collect the money from.

Please note:

The country of residence you enter here when submitting the redemption form, should match the country of residence you have informed us in your surveys. If there is a mismatch, we will not be able to process your redemption request

Are you travelling out of the country for more than 60 days? If yes, then do not place the points redemption request now. Place it after you are back in town and are sure you will be around for more than two months. We typically take 15-20 days to issue the money transfer order and as per Western Unions policy, the order expires 30 days after we issue it

We can only issue a money transfer order to one the following countries:Algeria, Bahrain, Egypt, Iraq, Jordan, Kuwait, Lebanon, Libya, Mauritania, Morocco, Oman, Palestine, Pakistan, Qatar, Saudi Arabia, Sudan, Syria, Tunisia, United Arab Emirates, Yemen. If you insert a country that is not one of these, we will not be able to issue your money transfer order

We're sorry to see you go.

If you are certain you want to leave, you can unsubscribe at any time on the 'Account' section of the site. The unsubscribe button is on the right-hand side below your 'Settings'. There is also an "unsubscribe" link in any e-mail you have received from us.

You can reactivate your account at any point by simply logging in again on the website.

Yes, please do! You can refer a friend using your unique referral link. Simply share your link with your friends to use when they register with YouGov. This link is located in 'My account' when you log in.

For each new member that signs up via your referral link and completes at least six surveys you will receive a reward. Visit 'My account' when logged in to see the current reward for a referral.

For the most up-to-date information on Pulse, you can either visit the appropriate FAQ page for your region or continue reading below.

If you're in the UK: Pulse FAQ Page- UK

If you're in the US: Pulse FAQ Page - US

What is YouGov Pulse?

YouGov Pulse is a way of earning more points as a panellist. We invite our panellists to participate in the same that we identify people for research projects. YouGov Pulse is an application you download and install onto your desktop, tablet or mobile device.The Pulse app tracks your internet usage and anonymizes it to give a picture of how real people use the internet.

We work with a company called RealityMine on YouGov Pulse and therefore some support will be provided by them and may need to refer some questions to them. Please find below the questions we are asked most often.

How many points do I receive for participating in YouGov Pulse?

You will receive 200 (in the UK) or 2000 (in the US) points for joining YouGov Pulse, and for each monthyou are active you will receive a further 100 (in the UK) or 1000 (in the US) points every month, for each device YouGov Pulse is actively installed on (actively installed= use the internet on that device and keep the app runnning in the background). Points will be granted by the 7th of the following month.

What types of data are collected?

YouGov Pulse is a project to help understand how people use the internet - what websites they visit, and which apps they use. We collect what websites and apps you go to, and what devices you use to visit them. Nothing else, and never any data that you input into secure forms whilst browsing(such asusernames, passwords or online transactions).All data will be analysed on an aggregated level only.

Do I need to leave my phone / tablet / computer on?

You should leave the app running in the background on your devices. Please do not stop the app when viewing your running applications list.

Will the App or the VPN use my data allowance?

The application will send a tiny amount of data each day over the internet, so youwon'tnotice an impact on your data allowance.

Although this is only a small amount, we recommend you have a data plan on your phone, or connect to WiFi whenever possible, or your network provider may charge you.

If you check your data allowance on your phone, you may see data being used by the VPN. The app utilizes a VPN (Virtual Private Network) for us to be able to see which Apps are being used while you are a member of YouGov Pulse. When apps are used, and the VPN is enabled, the data usage is attributed to the YouGov Pulse App / VPN instead of the App actually in use. The VPN is not actually using any data, it is the app in use that is generating this data.Take the following example:

You install the YouGov Pulse App and VPN

You then use your device to watch 2GB of videos on YouTube

If you then look at the data usage stats, the 2GB data will show as being generated by the VPN and not the app that originally generated the request (in this case, YouTube)

Will it use up my battery?

The YouGov Pulse App may have a smalleffect on your smartphone / tablet battery life.

To monitor and manage your battery usage

On Android go to Settings > Battery (on some devices go to Settings > Device/Power > Battery)

On iPhone go to Settings > Battery

How do I install the YouGov Pulse App?

Please refer to the installation manual for your device (see below). Please note that it's important to closely follow the manual to properly install the YouGov Pulse App.

Windows: https://d25d2506sfb94s.cloudfront.net/r/106/YouGovPulse_Windows_Installation_Manual.pdf

iOS: https://d25d2506sfb94s.cloudfront.net/r/53/YouGovPulse_iOS_Installation_Manual.pdf

Android: https://d25d2506sfb94s.cloudfront.net/r/106/YouGovPulse_Android_Installation_Manual.pdf

MacOS: https://d25d2506sfb94s.cloudfront.net/r/106/YouGovPulse_MacOS_Installation_Manual.pdf

How do I install the YouGov Pulse extension or add-on for my browser?

Please refer to the installation manual for Windows see below.

https://d25d2506sfb94s.cloudfront.net/r/53/YouGov Pulse Guide - Enabling Browser Extension for Windows.pdf

I can't find the App in the Google Play Store/App Store.

Please use the installation link provided in the initial email sent by YouGov after you have joined YouGov Pulse. This will ensure aneasy and smooth installation. If you can't find your individual installation link, please get in contact with our support team.

How will I know if the app on my phone / tablet / computer is working?

On Android phones, you will see a small application icon in the notification area of the screen, which indicates the application is running

On iPhone, you will see the application listed with your other open apps if you double-tap the home key

On Windows computers, you will see a round green icon in the system tray

For Apple/Mac computers, if you leave the App running after install, it will run in the background

If you do not see the App running by either of these methods, re-open the App and keep it running in the background.

The appwon'tinstall on my iPhone or iPad why is the appUntrusted?

After downloading the app, you will be presented with a screen which says the app is Untrusted. Apple take security very seriously (as do we). The reason for this is that the YouGov Pulse App is collecting information about you, and Apple wants to make sure you are the one to give permission for this, and not them doing so on your behalf.

To give permission to Trust the YouGov Pulse App:

Go into 'Settings' and open 'General'.

Next, scroll down and select 'Profile'.

Select 'REALITYMINE LIMITED'

Choose 'Trust REALITYMINE LIMITED'.

If you try to open the YouGovPulse app without following the steps above, the app will open to its first screen and fail to launch please note: it will not display an error message informing you of this.

Once the app has been verified, it must be manually opened (tap the app icon) to resume running. It will not automatically start. Please follow the full installation manual for further steps: https://d25d2506sfb94s.cloudfront.net/r/53/YouGovPulse_iOS_Installation_Manual.pdf

Im being asked to install a Certificate?

You may be asked to install an additional certificate on your device. This is to allow the VPN (Virtual Private Network) to work correctly. The app utilizes a VPN in order for us to see which Apps are being used during the study.

Youll know if you need to follow this step as you will see a warning in your notifications with Install Certificate next to it. Installing the certificate is easy, just follow the on-screen prompts after clicking the notification. Please note that you will need to set a lock screen on your device as part of installing the certificate. You can turn this off at the end of the study once you have removed the certificate.

Give the certificate a name, the default is fine, then press OK

Follow the prompts to set either a PIN or a pattern for your lock screen. Remember that PIN or pattern! youll need it when you want to unlock your device.

Youll now see a small pop-up on screen letting you know the certificate has been installed.

Please refer to the full installation manual for further steps: https://d25d2506sfb94s.cloudfront.net/r/53/YouGovPulse_iOS_Installation_Manual.pdf

I am getting the error Cannot Verify Server Identity on my iPhone or iPad.

Due to new security measures introduced by Apple with iOS 10.3, combined with the YouGov Pulse App using an SSL VPN a specific SSL certificate must be explicitly trusted if this is the first time such a certificate has been added to the device.If you attempt to use the device without first trusting the certificate, it will produce the verification error you may have seen, Cannot Verify Server Identity. You need to follow the below steps to resolve this:

Go to the Settings on your device, then into the General section.

Go into the About section.

Under About, navigate into Certificate Trust Settings

Toggle the slider onto the RealityMine Certificate.

Accept the warning prompt that appears by clicking Continue.

The process is complete when the slider shows green.

How will I know if the VPN is working?

On an iPhone, you will see a small rectangle with the text VPN at the top of the screen when using the internet. If youdon'tsee this, try locking and unlocking your phone and drag the notification bar down to see the full list of icons.On an Android phone, you will see an icon within the notification bar of the device after you have accepted the credentials as being trusted.Laptops / computers do not need the VPN to run so you will not be prompted to install one.

Some of my appsdon'twork when I have the VPN connected.

If you experience this, please contact us and let us know which Apps are affected. We are continually monitoring our VPN, so your feedback will be a great help in improving everyones experience.

How do I check which version of iPhone I have?

To check your version of iPhone iOS:

Open the Settings app

Tap General

Tap About

Scroll down and look for Version

We currently support iOS versions 9 and above.

How do I check the version of Android on my phone?

Start from your home screen

Tap Menu

Tap Settings (or find settings in your app drawer/dock)

Tap About Phone (scroll all the way down, its the last option).

We currently support Android versions 5 and above.

What if I change my device during the study?

If you purchase a new device and want to continue participating, please contact us and a download link for your new device will be provided. You can also use the link in the initial email you received after joining YouGov Pulse to install the App on your new device.

I forgot my installation link - where can I find it?

The installation link can be found in the email initially sent from YouGov after joining YouGov Pulse. If you can no longer find the email, let us know and we can provide the URL again. This link will not expire.

I can't remember the PIN.

The YouGov Pulse App does not require aPIN or password.

During the installation of the app, a VPN (virtual private network) is set up on your device. For security reasons, a PIN is required to lock your screen when your device is in use. This is a requirement by both iOS and Android. If you have not set up a display lock PIN before, you are being asked to provide a PIN. This is not your SIM PIN (e.g. the PIN used to unlock your SIM card, usually provided by your mobile phone operator, and only required after you turn on your phone).

I receive a notification that I need to re-open the YouGov Pulse app.

To ensure you are credited your points for being part of the YouGov Pulse project, please make sure to always run the YouGov Pulse app in the background. To remind you that the app stays open at all times, you receive a notification after you have accidentally closed the app or haven't opened in for some time. Please just re-open the app and the notification will disappear.

Where can I check what devices are active?

To receive your points, you need to keep the YouGov Pulse app running in the background, and also actively used the device. To check whether the connection to YouGov is established, please click/tap on "Information" on the App's main menu. The "Last upload" data should be within the last couple of hours, if your device is currently connected. Please make sure that the VPN is running on your device (see #16 for details).

Perform this check on all devices you have installed the App on and that you are actively using.

Can I pause the app?

Yes. You can pause the app on both Android and Windows PC (iOS/Apple will follow soon).

For Windows PC:

Go to Settings

Find the Privacy Mode option

Select a time period (between 15 minutes to 180 minutes)

Click the Turn On button

For Android mobile:

Go to Settings

Find the Privacy Mode option

Tap the Turn On button

Select a time period (between 15 minutes to 180 minutes)

Tap the Set button

You will be able to turn off Privacy Mode in the same menu on both platforms.

How do I uninstall the App?

Please refer to the uninstallation manual for your device:

Windows: https://d25d2506sfb94s.cloudfront.net/r/106/YouGovPulse_Windows_Uninstallation_Manual.pdf

iOS: https://d25d2506sfb94s.cloudfront.net/r/106/YouGovPulse_iOS_Uninstallation_Manual.pdf

Android: https://d25d2506sfb94s.cloudfront.net/r/106/YouGovPulse_Android_Uninstallation_Manual.pdf

MacOS: https://d25d2506sfb94s.cloudfront.net/r/106/YouGovPulse_macOS_Uninstallation_Manual.pdf

Okay, I have received the money transfer order details from you! Now, when I go to claim the cash what will they check?

When you visit the money exchange house, they will carry out the following checks:

They will check the money transfer order is still valid - the money transfer order remains valid for only 30 days from the day we email you the details. After 30 days elapse the order becomes invalid and also disappears from the system and so theycan'tgive you the cash

They will request the original ID card to verify your identity and see whether the name on the card exactly matches the beneficiary name in the money transfer order. By original ID card we mean the card itself must be with you - a scan copy will not be accepted

They will request all the details of the money transfer order. ALL the details we send you in the payment notification email message must be with you when you go there, because they will ask you about every single detail in it. They will ask you whats the money transfer order number (also known as MTCN), whats the Amount in USD, who is the Sender. The details you tell them must match what is in their system, else they deny you the payment

If you would like to receive notifications about other YouGov members' opinions, follow them!

You can find their member page by, for example, clicking on their Member number against an opinion, as in the example below:

Then, simply click 'Follow this member', as below:

NB:You can only follow members that have not hidden their profile