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Frequently Asked Questions (FAQ)

Additional information about Toluna

Where can I find additional information about Toluna?

Toluna Overview

Member status - my account and profile settings

Privacy

Creating polls and opinions

Polls: options and settings

Opinion topics and opinions: options and settings

Points and rewards

Participating in surveys

Exporting Toluna widgets

Inviting friends to Toluna

Contacting Toluna & support

PayPal

Additional information about Toluna

Where can I find additional information about Toluna?: Before reviewing the FAQ, it is highly recommended that you review and familiarize yourself with the Toluna tutorial, which contains detailed information and tips for Toluna members. You can also visit the Toluna blogs at http://usblog.toluna.com/ or http://cablog.toluna.com/ for updates and the latest news.

Toluna Overview

What is the Toluna Community?: Toluna is an online community dedicated to making your voice heard! Tell the world's leading providers of products and services what you think and earn rewards by participating in surveys. Express yourself through the use of Toluna's polls, opinions and reviews; let other people know what you think, and find out if they think the same by including your polls in your own personal blog.
What are Toluna points?: Points are a form of virtual currency, awarded to Toluna members for various actions (such as participation in surveys) and for the popularity of the content (polls and opinion topics) they create. When you sign up for Toluna, you will receive 500 points to welcome you to the site. When you have earned at least 60,000 points, you may redeem your points for a cash reward. You can also choose to be rewarded with additional entries to our monthly drawing for just 500 points per entry.
What are Social Rewards?: The idea behind the Social Rewards points system is that members of the Toluna community are rewarded for the popularity and quality of their content, which is measured by the other members of the community. For a detailed overview of Social Rewards rules, please consult our tutorial.
How do I become a member?: To sign up for Toluna simply click on "Register". You will be asked to provide some basic information during your account creation, as well as some information about yourself in order to participate in our surveys. After you sign up you will be sent a confirmation email in order to finalize your registration. You must click the link in this email to confirm your registration to the Toluna community.
Is registration free?: Registration for Toluna is entirely free! You will never be asked for any payment. On the contrary, it is you who earns points that can be exchanged for cash rewards or cash sweepstakes entries by creating polls and opinion topics, and by taking part in our surveys.
Why should I become a Toluna member?: Becoming a member lets you take part in surveys and allows you to create your own polls and opinion topics. You can accumulate points redeemable for cash rewards, and you could win up to $2,500 in our monthly drawing!

Member status - my account and profile settings

How do I change my email address and password?: Login, then from the "You" menu, select "Your account"; from the right side menu select "Login information". Enter your new email address and/or password and then click submit. You will be sent an email containing a verification link, which you will need to click in order to complete the process.
How can I edit my personal information?: Editing your personal information: login, then from the "You" menu select "Your account"; from the right side menu select "Personal information", make the necessary changes and then click submit.
How can I set my personal language, poll and opinion preferences?: From the navigation menu, select "My account", then make your selection from the menu on the left. Since there are polls and opinion topics in many languages on Toluna, you can limit the ones which are displayed to the languages you speak. Please note that the language filter does not change the site's language or limit you from creating polls in other languages. You can also choose not to see polls you have already voted on as well as opinion topics you have already posted your opinion on.
How can I terminate my account?: To terminate your account you must first login, then from the "You" menu select "Your account". At the bottom menu displayed on the left side of the page you will find the "Cancel your account" link. Before your account is terminated you will be asked to confirm. Please note that final termination of your account may take a few weeks, during which you may still receive emails from Toluna.

Privacy

What is done with the information I filled out when signing up?: Your response data is stored on our secured server that allows only Toluna to call upon those panelists who match specific criteria to participate in surveys. This query is completely automated and panelists are contacted via e-mail by Toluna to participate in our secure surveys. All responses are held in aggregate, which means that individual responses are not linked to personally identifiable information. The information you provide will never be used to advertise or sell to you. You are not responsible for buying any product or service at any time, nor will any company solicit you as a result of joining the Toluna panel community.
Why do you ask questions about age, income, and other personal information?: This information is used to match panelists with specific survey requirements. In some cases, our clients require feedback from people in a certain income bracket who have children, for example. Please be assured that this information is securely kept and strictly confidential. See our privacy policy for more details. The more information you provide, the greater your chances of receiving invitations to surveys you may qualify for, and the more opportunities you may receive to earn cash rewards.

Creating polls and opinions

What kind of content can I create on Toluna?: There are two types of content you can create on Toluna: polls and opinion topics. Polls are closed questions with a predetermined number of possible answers. Opinions are meant for use when you wish to discuss a topic in an open fashion. Other members can leave their own opinion and feedback regarding your opinion topic, and you can leave your opinion on other members' topics. For a detailed explanation on how to create polls and opinion topics, please consult our tutorial.
Do I have to be a registered member to create polls and opinions?: Yes; registration is required in order to create new content.
Are there any content restrictions?: Users are responsible for their actions and the content they place on the site. Inappropriate or offensive polls can be flagged by other members and will be subject to deletion by the site moderators, and may result in termination of your account. Inappropriate material includes any remarks of a xenophobic, racist, pornographic or defamatory nature; for a detailed explanation of content restrictions please consult our site terms.
Do I have to choose a category and enter tags for my polls and opinions?: A category and sub category must be chosen; tags are optional. However, we strongly recommend the use of tags; this allows other users with similar interests to find and participate in your polls and opinions.
Is there a limit to the number of polls and opinions I can create?: No, there is no limit at this time; in fact, the more content you create, the more points you can earn within the Social Rewards program restrictions. However, there is a 15,000 points per month limitation on points earned via Social Rewards.

Polls: options and settings

How do I create a poll?: From the "Create" menu select "Create a poll". You will be redirected to the poll creation wizard where you will be guided through the process.
Can I customize my poll's size and layout?: You can modify the poll widget's size for use on external sites; when creating your poll simply enter the desired width and height under the preview widget.
Can I limit voting on my polls to registered members only?: Yes; when you create your poll select the "Only registered users can vote" option. Selecting this option means your poll's results will be more detailed and better demographic information will be available.
Can I add an image or a video clip to a poll?: Images can be attached to your poll either by searching Google Images, directly from your computer or from any webpage; videos can be attached from YouTube only. For a detailed explanation on how to attach images and videos to your polls please consult our tutorial.
Can users select more than one answer to a poll question?: Yes! Simply select "Multiple choice answers" when creating your poll.
What does the "skip sign-in option for voters" option do?: When non registered users vote on a poll on Toluna.com they are prompted to register within the widget. This stage can be skipped by selecting the "skip sign-in option for voters" during the poll creation process.
How can I view poll results in detail?: Simply click on the poll question; you will be redirected to a detailed breakdown of the poll results.
Some polls only display results and cannot be voted on- why?: The poll may have expired, or you may have already voted on it (some polls are limited to one vote per user).
Is there a limit to the number of answers for each poll?: There is no limit; however, we recommend keeping the number of answers to a minimum.
How can I view the polls I've created?: From the "You" menu select "Your public profile"; here you will be able to view all the content you created.
What are sponsored polls?: Sponsored polls consist of 1-5 questions and will earn you 15-150 points for your participation. Sponsored poll appear on the home page, and can also be found by selecting "Sponsored" from the "Explore menu".

Opinion topics and opinions: options and settings

What is an opinion topic?: Opinion topics are meant to be used when you wish to discuss a subject in an open fashion. Other members can leave their own opinion and feedback regarding your opinion topic, thus creating an ongoing discussion.
How do I create an opinion topic?: From the "Create" menu select "Create an opinion topic". You will be redirected to the opinion topic creation wizard where you will be guided through the process.
Will I earn points for my opinion?: Yes; if your opinion is 80 words or longer, you will earn 100 points. Points for opinions are awarded every few weeks, after they have been reviewed by the Toluna moderators in order to ensure they are not duplicates and that no other form of cheating was attempted. There is a limit of 5,000 points per month on points awarded for opinions.
Can I copy an opinion from another member or another source?: This is strictly forbidden. The content of the opinion you leave is strictly personal; in no case whatsoever can your opinion come from another member or website. If we determine that a member has copied opinions from other sources, or that they have posted the same opinion on multiple topics, their account will be subject to cancellation and their points will be forfeit.
Can I customize my opinion topic's size and layout?: Yes, but you can only modify the opinion widget's width, and it will take effect ONLY if you are going to export your opinion topic to a blog or any other external site. If the opinion topic stays on Toluna it will be displayed in a fixed size. There are 3 preset widths as well as a custom width which can be selected under the preview widget. You can also select the number of opinions you want to display.
Can I add an image or a video clip to an opinion topic?: Images can be attached to your opinion topic either by searching Google Images, directly from your computer or from any webpage; videos can be attached from YouTube only. For a detailed explanation on how to attach images and videos to your opinion topics, please consult our tutorial.
Can I set a minimum length for opinions left on the topic I created?: Yes; the minimum length is set during the opinion topic creation process. The default minimum length is 20 words, but you can set the minimum at 10,40,60 or 80 words.
Adding your opinion to an existing topic: You can add your opinion to en existing topic by clicking on the topic; this will redirect you to the opinion page where you can add your own opinion. You can also type your opinion directly into the opinion widget.
How can I express my view on other members' opinions?: Under each opinion you will see the "agree" buttons; if you agree with the opinion, click "yes", otherwise click "no". You can also sort the opinion on any topic so that they are displayed in order of concurrence; simply click "Sort by agreement" on the top right side of the opinions.
How can I view the opinions I've created?: From the "You" menu select "Your public profile"; here you will be able to view all the content you created.

Points and rewards

Do points have to be used within a certain time limit?

Yes. When points are credited to your account they will remain valid for two years. If after this period the points have not been used, they will automatically expire and be deleted from your account. Your points will never expire all at once; instead points will expire two years after you originally earned them (for example: if you’ve earned points on the 15th of March 2008, they will be remove on the 31st of March 2010 if they are still in your account). This deduction will always occur at the end of the month.

How can I check my points balance?

From the "You" menu select "Your points". The points page allows you to view the actions that have earned you points, your current balance and how you've spent your points so far.

Who is eligible for rewards?

At this time, only residents of the US and Canada are eligible for rewards.

How can I spend my points?

You can spend your points by selecting "Get Rewards" from the "Rewards" menu; here you can see the full list of rewards available in your country.

How long will it take to receive my check once I redeem my points?(US members only)

Please allow up to 8 weeks for check delivery. When you redeem your points for a cash reward paid by check, you will be asked to confirm your postal address. Please make sure we have your correct address to avoid any delays in delivery.

How often does the cash sweepstakes take place?

This drawing is held once every month, for a total of 12 times a year.

How will I know I was selected as a winner in the cash sweepstakes?

Winners will receive notification requesting postal address verification and an affidavit of eligibility so that a check can be mailed.

How does the point system work?

We value our community members’ opinions, and to show our appreciation, we offer several ways for our members to earn points that automatically convert to cash rewards upon redemption:

Survey Completion: Earn at least 1,000 points, or more, for each survey you qualify for and complete. Points awarded vary by survey.
Survey Participation: When a panelist attempts to take a survey, but does not qualify* for the study, he or she is still rewarded with an entry to our NEW, monthly cash sweepstakes offering more chances to win, with three lucky winners of $2,500, $1,000, and $500, plus two prizes of $250!
Personal Interest Survey (Profile) Completion: Panelists can earn additional points by completing the personal interest surveys. Each completed interest survey is worth an additional 600 points. Complete all 15 profiles to earn an additional 2,000 points over and above the points awarded for each profile!
Joining the Community: As a thank you for joining, all new panelists are entered into our NEW, monthly cash sweepstakes offering more chances to win, with three lucky winners of $2,500, $1,000, and $500, plus two prizes of $250!
Social Rewards: you can also earn points for the popularity of polls and opinion topics you create! See Toluna Overview for more information, or click here.

Points awarded for survey completion, personal interest surveys (formerly called profiles), and other participation on Toluna.com are awarded in point values where 3,000 points = $1. Points automatically convert to cash values whenever you request a payment. You can request payment when you have reached a minimum account balance of $20, or 60,000 points. Payments will be made in multiples of $20. For example, if you have a balance of $22, and request a check, you will receive payment for $20, and have $2 remaining in your account.

*Some research studies seek to gather opinions from people in a certain age group or who have prior experience with a certain product, for example. Panelists who do not meet the qualifications will still be rewarded with an entry to our monthly cash sweepstakes. Click here to view the Sweepstake rules.

Why has the reward program for profile (personal interest survey) completion changed?

We took the previous group of longer personal interest surveys and re-grouped them into 15 (mostly) shorter ones to make completion as painless as possible for our members. The more personal interest surveys you complete, the better your chances of being selected for surveys that you qualify for. You’ll be awarded 600 points for each personal interest survey you complete, plus an additional 2,000 points upon completion of all of the personal interest surveys. Unlike the previous bonus dollars awarded for personal interest survey completion, the points you earn are not tied to future survey completion. Any bonus dollars previously accumulated will remain in your account until redemption or expiration.

Participating in surveys

What if I have technical difficulties with a survey, and why does this happen?: We do a variety of surveys for many clients. Some of these surveys are programmed by us; others are programmed by our clients and hosted on their systems. A major factor in technical issues is that survey respondents are using a wide variety of operating systems, browsers, Internet connection types, and hardware, and not all are necessarily compatible with the technology of all surveys that may be available. And, of course, sometimes, human error is a factor. If you encounter a technical problem with a survey, usually, if you wait a while, then try again later, the problem will be resolved. If you are still seeing an error after waiting a while, please report it to us at http://toluna.com/contactus and note the Survey ID. We apologize for any inconvenience caused by technical errors and will do our best to get them resolved.
Why is the survey full when I just received the invitation a short time ago?: Sometimes this happens if a survey is generating greater than expected response. Also, sometimes, the invitations aren’t necessarily delivered right away by your email service provider. We apologize for any inconvenience you may experience and thank you for your participation; please know that more survey opportunities will become available.
What are personal interest surveys and where can I find them?: Your personal interest surveys (formerly called "profiles") can be accessed by clicking "You", then "Interest surveys". Personal interest surveys are designed to allow us to better personalize the service we provide you; completing your personal interest surveys means you will receive more and better targeted survey invitations. Interest surveys are divided into three categories: surveys you haven't answered yet, surveys you answered but have since been updated and require your attention, and surveys you haven't answered yet. For each completed personal interest survey you are awarded 600 points; and, upon completion of all personal interest surveys, you will receive a bonus of 2,000 points.
How can I participate in surveys?: Simply sign up for Toluna, opt-in for surveys and check your email inbox regularly. If a survey matches your profile, you will receive an invitation by email. The more up to date your personal interest surveys are, the more chances you have of being invited to take part in surveys you qualify to take. If you did not opt-in for surveys when you signed up, you can do so by selecting "Your account" from the "You" menu.
How many points will I earn for my participation?: For each survey you will earn (depending on its length) between 1,000 and 20,000 points.
How long does it take to complete a survey?: Survey length is strictly dependent on the study.
Will Toluna try to sell me something?: No; under no circumstances will surveys be used to sell or promote a product, nor will you receive any advertising or promotional material as a result of joining the Toluna community.
Sometimes it seems as though I’ve answered a lot of questions only to find out I don’t qualify for the whole survey. Why?: This is because some surveys are looking for a very specific group of people who meet a very narrow set of demographic or other criteria. Sometimes, determining whether someone qualifies for a survey takes just a few questions; other times, it may take more questions. Please know we appreciate your participation and that even when you don’t qualify, your participation helps contribute to the success of the study.
To increase the chances that you will qualify for future online surveys, complete all of the member personal interest surveys. Remember, you are awarded 600 points for each personal interest survey you complete, plus a bonus of 2,000 additional points upon completion of all 15 personal interest surveys.
Click here to complete additional personal interest surveys.
Why does it take longer to receive credit for some surveys than others?: The timing of credits for points or sweepstakes entries depends on the survey. For some surveys, credits are applied very quickly or within a few days; for others, the credits are applied after the survey has closed.

Exporting Toluna widgets

What are widgets?: Widgets are commonplace and are used by bloggers, social network users and owners of personal web sites. Widgets are data files that can be embedded into a site's HTML code and are typically displayed in a small viewing pane on the site. They are most often used to display customized or personalized content on a web site, such as to share photos or music recommendations, and of course, polls and opinions!
How do I export a poll or opinion to my blog or site?: Once you've finished creating your poll or opinion, you will receive html code that can be placed directly into your blog or site. You can retrieve the html code at any time by going to the poll/opinion page and clicking the "Tools" tab.

Inviting friends to Toluna

How can I invite friends to join Toluna?: From the "You" menu select "Invite a friend to Toluna". You can then use the form to invite friends directly from your various email accounts.
How many points will I earn for inviting a friend?: Each time you invite a friend, your account will be credited with 500 points once your friend completes the registration to join the Toluna community.

Contacting Toluna & support

I've forgotten my password, what can I do?: At the top of the home page, click on "Forgot your password"; you will be asked to provide the email address you used at registration, and your password will be sent to that address.
How can I contact Toluna?: For any questions regarding your account, surveys or any other subjects, click here to contact us.

You may also write to us at Toluna, 21 River Road, Suite 2000, Wilton, Connecticut, 06897.
: Almost as soon as Toluna has sent your reward payment to PayPal, you will receive an e-mail from PayPal alerting you that the money is available in your account. This e-mail will alert you to the amount of money that has been transferred as well as your transaction id# for future reference. Toluna process PayPal payments on a weekly basis, so please allow up to 2 business weeks to receive payment to your PayPal account.
: Almost as soon as Toluna has sent your reward payment to PayPal, you will receive an e-mail from PayPal alerting you that the money is available in your account. This e-mail will alert you to the amount of money that has been transferred as well as your transaction id# for future reference. Toluna process PayPal payments on a weekly basis, so please allow up to 2 business weeks to receive payment to your PayPal account.

PayPal

What does it mean if the status for my PayPal request says “returned”?: If your request status says “returned” this means that the money has been returned to your Toluna account. Potential reasons may be because PayPal was not able to contact you via the e-mail address you provided for payment, you did not claim your funds in the time permitted, or PayPal has not allowed your money to be processed. The money has been re-credited to your Toluna account and is available to be re-requested.
Do I need to have a minimum available balance to be able to request a PayPal payment?: A minimum available balance of 60,000 points ($20.00) is needed to request a payment via PayPal.
How do I provide my PayPal e-mail address so you know where to send the payment?: You can use any e-mail address you choose for your PayPal account – it does not need to match the e-mail address you use for your Toluna account. Once you have selected your payment method as “PayPal” you will see a message displayed underneath the “Request Payment” button stating: “We do not have your account details, click here to enter your PayPal email address”. You will then be asked to enter your Toluna password as an added security measure to verify you are the owner of the account. At this stage you will be able to enter and confirm your PayPal e-mail address.
How do I change my PayPal e-mail address in the system?: If you have already provided your PayPal account details and need to change them you can do so after you have requested PayPal as your payment method. A message will be displayed stating “(click here to confirm your PayPal email address)”. You will then be asked to enter your Toluna password as an added security measure to verify you are the owner of the account. At this stage you will be able to enter and confirm your new PayPal e-mail address.
How will I know when Toluna has sent the payment to my PayPal account?: Almost as soon as Toluna has sent your reward payment to PayPal, you will receive an e-mail from PayPal alerting you that the money is available in your account. This e-mail will alert you to the amount of money that has been transferred as well as your transaction id# for future reference. Toluna process PayPal payments on a weekly basis, so please allow up to 2 business weeks to receive payment to your PayPal account.
Will I still be able to request my payment by check if I don’t want to use PayPal?: Yes, we still allow for payments to be sent by check as well. To request a payment by check, you will need to have a minimum balance of 60,000 points ($20.00) in your account.
How can I sign-up for a PayPal account?: Signing up for PayPal is a quick and easy process, and best of all, sign up is FREE. Visit www.paypal.com to sign-up today!