> For the complete documentation index, see [llms.txt](https://docs.pulsevoices.ai/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.pulsevoices.ai/messages-and-support.md).

# Support

Email **<support@pulselabs.ai>** if you need help with a study or the Pulse Voices platform.

{% hint style="info" %}
**Messaging is coming soon.** A messaging feature will replace the Inbox and allow **two-way communication** with research teams directly in the app — questions about a study will go straight to the project team in a message thread. Until it arrives, email support as described below.
{% endhint %}

## Study-related issues

Contact support if you:

* Can't complete a task
* Have a question about the study instructions
* Expect to miss a deadline
* Need to report a problem with a submission

Include the **project name**, the task you were working on, and a short description of what happened.

## Platform issues

Contact support directly for:

* Account access or sign-in problems
* App or website bugs
* Identity, ID, or location-verification problems
* Recording or upload failures
* Missing or incorrect payments

Include anything that can help diagnose the issue, such as a screenshot, your device and operating-system version, and the date and approximate time the problem occurred.

## Common issues

| Problem                     | First thing to try                                                                                                                                                       |
| --------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------ |
| ID verification fails       | Check that camera permissions are granted, then retry the scan. See [About ID verification](/finding-and-joining-projects.md#about-id-verification).                     |
| Face verification fails     | Check camera permissions, then retry with good lighting and a plain background. See [About face verification](/finding-and-joining-projects.md#about-face-verification). |
| Can't submit an evaluation  | Make sure your **microphone is enabled** — audio is required and submissions are blocked without it.                                                                     |
| Not receiving notifications | Confirm your email address in [Profile Settings](/profile-and-settings.md) is current, and check your spam folder.                                                       |
| Not qualifying for studies  | Complete more of your [profile](/profile-and-settings.md) — matching depends on your demographics, devices, and usage fields.                                            |