Research participant no-show? What to do before you assume they forgot

When a research participant is a no-show, check your own side first: the booked time and your joining link. An empty call room can mean a timing or connection problem. It does not tell you why someone is absent, so keep the slot open while you check.

If nobody has accepted your invitation yet, see unanswered research outreach. This page is for calls with an appointment.

1. Check the appointment you both booked

On Instant Expert, open the booked request in Your requests and compare its date and start time with your calendar. The request page uses your browser's local time, so if the two disagree, check your calendar's time-zone setting. (Time zones remain undefeated.)

Join with Enter call or the link in your own booking invitation. If that invitation includes a backup link, try it when the main one fails. Each person should use their own invitation link, so don't send your buyer link to the expert.

If the booking is crossed out and marked cancelled, reply to the calendar invitation to arrange another time. Use the same reply if you need to reschedule; the reply alone doesn't change the appointment.

2. Reopen the request after the slot

Attendance processing takes time, so the recovery choices may appear later. Use the options shown:

• Pick a new time rebooks an eligible missed call. The original payment carries over, and both people get an updated invitation. Choosing a time is not the other person's confirmation, so check they can make it.
• Refund me now starts an eligible refund. It does not mean the money reaches your bank immediately.
• We actually spoke confirms the conversation really happened and authorizes full payment. Use it only when you did speak.

If the call is marked Under review, follow the instructions on the request. If file a dispute is offered and the call didn't happen or had a real problem, use it within the period displayed. Note what happened, including any joining error, for the team's follow-up.

Calls are charged when booked, and the later attendance and review process can adjust that payment. The research interview budget guide explains the rules.

3. Don't double-book to cover for absences

Give every confirmed booking its own slot, even if you expect someone to miss theirs. If someone arrives late, agree what you can cover in the remaining time instead of making the next person wait.

Leave gaps to prepare, take notes and sort out a joining problem. GOV.UK's remote research guidance recommends time between sessions, clear joining instructions and testing your equipment. Its research planning guide also sets aside time for breaks and analysis.

Before your next call, find your invitation, check the time and test your connection and headset.