The number of invitations you receive depends on how many surveys are currently running, but on average, MyPanel members are invited to one survey per week. However, there are quieter periods, such as the end-of-year holidays and summer vacations. It is therefore not unusual to go up to 3 weeks without receiving an invitation. If you have not received any invitation for more than 3 weeks, feel free to contact our Helpdesk at helpdesk@mypanel.lu

There is always a short delay between completing a survey and the corresponding reward appearing in your MyPanel account. This usually takes one to two hours, but in exceptional cases, it may take up to 15 days. We therefore recommend waiting 24 hours after your participation and checking your MyPanel account again before contacting our Helpdesk about your reward. In most cases, the reward will have been credited by then, making it unnecessary to contact support.

ILRES processes reward payments requested by its panel members at the end of each month, without a fixed date (usually between the 25th and the 5th of the following month). Therefore, if you submit your request before the 24th of the month, and unless there are special circumstances, such as the end-of-year or summer holiday period, you should normally receive the payment within the first 8 days of the following month.

ILRES offers a selection of charities whose bank details are already registered, but you may also choose another organisation by entering its bank details when requesting your reward payment.

Please note that ILRES does not issue donation certificates. If you need proof of donation for tax or other purposes, you should make the donation directly from your own bank account.

ILRES makes payments to pre-registered charities once a year, in February. It transfers in a single payment the total amount of rewards donated by its panel members to each charity over the previous 12 months.

If you have forgotten your password or wish to change it, you can reset it by following these steps:

• Go to https://mypanel.lu
• Click on “Login”
• Click on “Forgot password”
• Enter the email address you used to register and click “To validate”
• Within a maximum of 15 minutes, you will receive an email from ILRES containing a link to reset your password. Please click on this link, which is valid for one hour only
• Enter your new password. It must contain at least 12 characters, including at least one number, one uppercase letter, one lowercase letter, and one special character (e.g., #, @, +, -, ?, !, etc.), then confirm it
• Your password will be updated, and you can log in again at https://mypanel.lu using your email address and new password

VYou can unsubscribe at any time by following these steps:

• Go to https://mypanel.lu
• Click on “Login”
• Enter your registered email address and password
• Click on “Edit Profile” at the bottom left of the screen
• Click on “Deactivate my account” at the top of the screen. You will then be able to indicate the bank account to which you want the remaining reward balance in your MyPanel account to be paid
• Confirm your unsubscription by clicking on “Deactivate My Account”

You can update your information via your MyPanel account by following these steps:

• Go to https://mypanel.lu
• Click on “Login”
• Enter your registered email address and password
• Click on “Edit Profile”
• A page with your personal information will appear. Check that the information in each field is still correct and update it if necessary
• Click on “Confirm changes” at the bottom right

Il peut arriver que l’enquête soit clôturée ou que le nombre de participants ayant votre profil soit déjà atteint quelques minutes après que vous avez été invité(e).

ILRES a pleinement conscience que cette situation puisse être frustrante, et elle s’efforce d’éviter autant que possible de tels cas. Pour chaque enquête, ILRES envoie les invitations aux participants progressivement, en fonction du nombre de questionnaires d’enquête complétés requis et des délais fixés. Cependant, même avec une grande expérience, il n’est pas possible de prédire le taux de participation exact ni la vitesse à laquelle les personnes répondent à l’enquête. Il arrive donc parfois qu’à la fin d’une enquête, il ne manque plus que quelques questionnaires complétés – par exemple, 10. Dans ce cas, et avec un taux de participation estimé à environ 50 %, ILRES envoie une vingtaine de nouvelles invitations afin d’obtenir les 10 questionnaires manquants dans les heures qui suivent. Il peut toutefois arriver que la participation soit plus élevée que prévu et que les 10 questionnaires nécessaires soient réalisés très peu de temps après l’envoi de l’invitation. Dans ce cas, il se peut que la 11ième personne qui tente de participer ne puisse plus le faire, même si elle clique sur le lien quelques minutes seulement après avoir été invitée.

This means your profile does not match the one being targeted. Some surveys are intended for people meeting specific criteria that ILRES may not have on record for you. For example, a survey might target only people who take the train. A question early in the survey will verify this, and those who do not meet the requirement will be screened out. These screening questions always appear at the beginning of the survey, usually within the first minute (first 5–10 questions).

To limit this type of situation, we recommend that you regularly update your information on your MyPanel account. Indeed, the questions used to verify that your profile matches one of those being sought are sometimes linked to information on your MyPanel account, such as your type of professional activity. Thus, if a survey is aimed at working individuals, ILRES will only invite people who indicated that they are employed when they registered for MyPanel. However, if you have since become retired without updating this information on your MyPanel account, you will still be invited by ILRES even if your profile no longer matches the one being sought for the survey.

This is due to an incorrect answer to an attention-check question. These questions are included to ensure the quality of responses.

These types of questions may take different forms, such as a simple calculation, a request to select a specific answer (e.g., the 4th option), or consistency checks between answers.

If such a question is answered incorrectly, it indicates a lack of attention, and all responses must be discarded to ensure reliable results.

Take the time to carefully read the question and the buttons displayed on the screen, including the one to move to the next question (usually at the bottom). In most cases, this will help you proceed.

If you are still unable to continue, contact our Helpdesk at helpdesk@mypanel.lu. To help the team assist you, please specify the survey you are stuck on and, if possible, include a screenshot of the question.

We recommend completing each survey in one go, in a stable environment without interruptions.

For some questionnaires, you may be able to resume where you left off, but this is not always possible. When available, a “pause” button will appear at the bottom of the screen. However, do not wait too long to complete the survey before it closes.

If you leave a survey before completing it and it cannot be resumed later, you will not receive a reward.

In most cases, it is not possible to go back once you have validated an answer and moved forward. This ensures the consistency and quality of the collected data. We therefore recommend reading each question carefully and reviewing your answers before proceeding.

If a questionnaire does not load properly, you can try the following steps:

• Refresh the page: sometimes this resolves the issue.
• Check your internet connection: ensure it is stable and fast enough.
• Try a different browser or device: some surveys work better on certain browsers (Chrome, Firefox, Edge) or on a computer rather than a mobile device.
• Clear cache and cookies: this can resolve conflicts with stored data.
• Disable ad blockers or extensions: some plugins may prevent the survey from loading.

If the problem persists, contact our Helpdesk at helpdesk@mypanel.lu, specifying the survey concerned and ideally including a screenshot.

You can change your registration email address by following the procedure for updating your information described above. If you no longer have access to your old email address, contact our Helpdesk at helpdesk@mypanel.lu

For security reasons, the login system requires users to change their password at least every 365 days.

Simply enter a new password, which is different from the previous one in the field provided, confirm it, and click “Validate”.