Support
We’re a small team and we read every message. Most questions are answered below — if yours isn’t, get in touch.
Contact us
Email us and we’ll get back to you, usually within a couple of business days.
pumpernickel@hideawaylabs.ioIncluding your account email and a screenshot helps us help you faster.
Common questions
I didn’t get credit for a study+
Some studies take a little time to validate before your balance updates. If it’s been more than 48 hours, email us with the date and the study and we’ll look into it.
My cash-out hasn’t arrived+
Cash-outs can take a few business days depending on your payout method. If it’s been longer than the window shown in the app, reach out and we’ll trace it.
I keep getting screened out of studies+
Studies look for specific audiences, so not every one will be a match — that’s normal. Keeping your profile up to date helps you qualify for more.
I want to delete my account+
You can delete your account in the app under Profile → Delete account, or follow the steps on our Delete account page to request it by email. Deleting removes your profile and personal data per our Privacy Policy.
Looking for our policies? Read the Privacy Policy and Terms of Service.