FREQUENTLY ASKED QUESTIONS

Online Research Panels


Membership & Participation


Portal Issues


Panel Questions


Recruit Questions


Technical Problems


Miscellaneous


What is an online Insight Community?
An online insight community is a group of individuals with similar interests, and experiences, who have voluntarily chosen to participate in online research studies about various topics related to their common interests.

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What is the ESPN Fan Forum?
The ESPN Fan Forum’s is an online Insight Community consisting of a select group of ESPN Fan Forum members. Members have the opportunity to share their opinions and experiences about ESPN in surveys and interactive online activities.

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What are the benefits of being a member?
You’ll have an opportunity to share your experiences and opinions with ESPN. You may be invited to attend community forums or other interactive activities. You may have a chance to propose topics for future surveys that are of interest to you.

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How do I register to be on the ESPN Fan Forum?
To register, click on the "Join" button in your e-mail invitation.

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How many surveys do I have to complete?
We encourage participation in as many studies as you are invited to take. In order to be considered an active member of the ESPN Fan Forum we ask that you participate in at least one survey a month.

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How do I complete a survey?
You will be e-mailed a unique URL address for each survey to which you are invited. Simply click on that URL or cut and paste it into a web browser of your choice and complete the survey form online. Survey length is closely controlled to respect your time.

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How long will I have to complete each survey?
You will typically have anywhere from 72 hours to two weeks to complete each survey.

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What information is required to become an ESPN Fan Forum member?
A brief member profile is the only information required for joining the community. Your member profile will include basic contact information and demographic data. Members who wish to participate in other programs such as focus groups or other special events may be asked to provide additional information. Your information and responses and any contact information will be kept in accordance with our privacy policy.

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Will my profile information be sold to other companies?
The ESPN Fan Forum members profile information is not sold or distributed to any company. All information is strictly confidential and privacy is guaranteed. Your name will never be sold, exchanged, or distributed to any other party without your express acknowledgement. See our Privacy Policy for complete details.

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How long will I remain on the panel?
You may remain in the community as long as you choose to participate. Members may remove themselves from the community by sending an e-mail request to support@espnfanforum.com

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How do members receive information about the survey topics they complete?
Periodically, study results may be posted on the ESPN Fan Forum website.

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The Survey is asking for a password on the last page. What do I enter?
Use the password that you registered with; be sure to enter the password carefully as it is case sensitive. Do not enter any unnecessary spaces before or after your password as the system reads them as extra characters. Make sure that you don’t accidentally have the “Caps Lock” engaged on your keyboard.

Please note that if you got to the portal page after completing a questionnaire, there is no need to login to submit your responses. Your responses are already registered.

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My password is not working when I return to the portal page.
If you have been re-directed to the portal page after completing the questionnaire, you do not need to login to submit your answers. They are already registered. You are re-directed to the portal page by default should you wish to update or change any of your account information.

If you have not yet received and clicked the link in your e-mail to confirm your registration, you will not be able to log into the community. Check your e-mail for this confirmation and follow the steps to complete your entrance into ESPN Fan Forum.

When logging in, make sure you don’t enter any unnecessary spaces before or after your e-mail address or password. The system reads blank spaces as extra characters.

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I get an “e-mail does not exist” message when I try to login.
If you did not complete the first study you were invited to and click the link in your confirmation e-mail, you are not fully registered in the community. If you have completed these steps and still cannot login, try logging out of the page and returning in a few minutes.

If you got to the portal page after completing a questionnaire, there is no need for you to login to submit your responses. They are already registered.

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I can't remember my password.
To receive a new password, simply click the 'Forgot Password' button on the home page

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I can’t login with my e-mail address. The message says it is not in the database.
After completing the questionnaire, you should have received an e-mail asking you to confirm your e-mail address. The system will not recognize your address until it has been confirmed by clicking on the link in that e-mail.

Check your Inbox and Junk Mail folder for the confirmation e-mail; depending on your e-mail provider, it may have been directed to your Junk Mail folder.

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I didn’t receive my password after clicking on the “Forgot password” button.
Depending on the e-mail provider, the e-mail might have been directed to your Junk Mail folder. Some providers automatically divert e-mails sent from an automated system to the Junk Mail folder. To avoid this, add our address to your address book or safe list.

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How do I unsubscribe?
To unsubscribe, simply click on the Technical Support link at the bottom of the page and write unsubscribe in the subject line of the email.

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I’ve been disqualified from the survey. Why?
Each communityis made up of a number of categories with a specific quota to ensure the accuracy of the data. Based on the answers that you have submitted, one or more of the categories that you fall into has been filled.
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My postal code is not being accepted.
There are certain “validations” on each question to ensure that the information is filled out properly. Make sure that there are no blank spaces before, within, or after your postal code; the system reads these spaces as characters. Double check that the order of numbers is correct and that if your code contains zeros, be sure to use the number 0 as opposed to the letter O.

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Why do you need my personal information?
Your responses may be grouped together with those of many other ESPN Fan Forum members in the community. All information provided is kept strictly confidential and is used only for legitimate research purposes. The information gathered during registration helps us to select studies that best match your profile.

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I’m having trouble creating my password.
Your password must be 6-12 characters long and must include at least one number. Ensure that there are no spaces before, in the middle, or at the end of your password. Here are a few of examples:
Dandel1on
April2605
Howareyou2
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What happens after I join?
Once you have been accepted, you will receive a confirmation e-mail with a link that you must click on to become an active member of the community. When a survey becomes available, you will receive an invitation e-mail with a link to the survey. You can also access this study and any other active studies through the panel portal site under “All Surveys”.

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I’ve joined, but there are no open studies on the site.
Studies are launched periodically. If there are no studies listed under the “All surveys” area of the panel site, there are no studies currently available. An e-mail invitation will be sent to you when a study is launched and it will also become accessible through the “All Surveys” area on the portal page.

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I didn’t receive the confirmation e-mail.
This may be the result of one of two things:

Depending upon your e-mail provider and your personal e-mail settings, some e-mails sent from an automated system may be diverted directly into your Junk Mail folder. To avoid this, you can add our address to your safe list or address book.

You may have entered your e-mail address incorrectly, which would have sent your confirmation to an invalid address. If this has happened, you will need to fill out the questionnaire again. Always type carefully when you respond to survey questions to avoid this happening.

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Why am I not receiving the e-mail notifications?
Some Internet Service Providers have recently implemented new Spam Filtering Systems that will automatically direct e-mails sent from an automated system directly into the Junk Mail folder. To ensure the receipt of your survey invitations, it is best to add the portal site address to your safe list or address book.

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How do I add this website to my safe list?
Here are the steps to ensure that your survey invitations are not sent to your Junk Mail folder:
Open your Mailbox.
Click on "Mail" tab.
Click on "Options" (It is located on the top right of the page, on the same level as the four tabs labeled Today, Mail, Calendar and Contacts).
Click on "Junk E-mail Protection".
Click on "Safe List".
Type "e-mailaddress@domain.com" and click "Add".

If you use Hotmail, Yahoo or another e-mail retrieval program or web-based e-mail provider your e-mail provider or program ‘help’ menu will be able to give you specific instructions on adding an e-mail address to your safe list or address book.

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The link in my e-mail invitation is not working.
Depending on your service provider, or the size of your e-mail window, the link to the study may be broken onto two or more lines. You may also have a link that is not completely underlined or active. You must select the entire link in order to access the study correctly. If necessary, copy and paste the entire link into a web browser address bar to access the survey.

If this solution doesn’t work, you can also find the study under “Open Studies” on the portal page.

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Why can’t I get past the login page ?
Be sure that your browser’s “cookies” are enabled. Here’s how to enable them:

If you are using Internet Explorer as your browser:
open a browser window - in the tools menu, go to ‘Internet Options’
go to the ‘privacy’ tab
set your privacy settings to medium or lower
go to the ‘advanced’ screen
make sure ‘override automatic cookie handling’ is NOT checked
hit ‘ok’

If you are still experiencing problems, it might be your security settings or a conflict with another software application on your system.

Please check the Privacy tab of your Internet Options to ensure that the “Override Automatic Cookie Handling” is NOT selected. If this doesn’t help, check to see if you have any security software installed such as Norton Internet security, personal firewall software, pop-up blockers, or spam blockers. Any of these might be blocking the page load.

If you continue to experience problems, please e-mail us with as much detail on the problem as possible (i.e. what platform you are using – PC or MAC and what type of browser – Internet Explorer 6.0, Netscape, safari, etc.)

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I can’t see the video.
Please make sure you have the correct software installed to view the videos, which is Flash Player. If you already have the correct software, check the privacy setting on your browser:
Click the “Advanced” option (from the Tools – Internet Options – Privacy).
Make sure that “Override Automatic Cookie Handling” is NOT selected.

If you continue to experience problems, please contact Support with as many details as possible (i.e. what type of platform and browser you are using).

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The page timed out.
If you leave your computer or leave the survey on the same page for an extended period of time, the page can time out. Although the page has timed out, your previous answers are not lost. To finish the survey, click on the link again and it will take you right to where you left off.

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Am I still registered in the community? I haven’t received a survey invitation for a while.
Surveys are often sent depending on region, age group, gender, or other criteria. When a survey matching your profile is launched, you will receive an e-mail invitation. If you have not received an invitation, it is most likely because there have not been any studies released that match your profile.

If you have never received a survey invite, please check your Spam E-mail or Junk E-mail folders to ensure invites have been sent, but not received.

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Did you get my responses?
If you would like confirmation that your responses have been received, you can click on the survey link when you are done. A message stating that you have already completed the survey will appear.

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ESPN Customer Service complaint information
If you have specific ESPN product related questions or comments, please call the ESPN Customer Care Centre at 1-888-549-3776 between 8:00 am EST and 1:00 am EST, every day.

If you have specific ESPN Fan Forum related questions or comments, please send an email to support@espnfanforum.com.

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