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.
Learn more about Purchasing & Managing Credits →
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.
Learn more about Managing Recruitment Lifecycle →
Do I get bulk discounts for buying credits?
Yes! You get 10% off for 11-20 credits and 15% off for 21+ credits when purchasing through your Research Wallet.
Learn more about Purchasing & Managing Credits →
Who can access the Research Wallet?
Only organization admins can access the Research Wallet at Organization Settings → Research Wallet.
Learn more about Purchasing & Managing Credits →
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.
Learn more about Tetra Team Managed Recruitment →
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.
Learn more about Tetra Team Managed Recruitment →
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.
Learn more about Managing Participants →
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.
Learn more about Completing Your Sessions →
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.
Learn more about Managing Participants →
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.
Learn more about Managing Participants →
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.
Learn more about How to Find Participant Recruitment →
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.
Learn more about Calendar Setup →
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.
Learn more about Managing Recruitment Lifecycle →
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.
Learn more about Calendar Setup →
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.
Learn more about Completing Your Sessions →
How long do I have before my project automatically ends?
Projects automatically end after 30 days of inactivity to keep the participant pool fresh.
Learn more about Managing Recruitment Lifecycle →
What notifications will my team receive?
Your notification list receives emails for: qualified participants being added, participants scheduling sessions, and participants rescheduling sessions.
Learn more about Calendar Setup →