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Toluna has a rating of 1.5 stars from 134 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers complaining about Toluna most frequently mention gift card, enough points, and customer service problems. Toluna ranks 445th among Forum sites.
This company responds to reviews on average within 23 hours
I was doing survey for around 10 mos and was happy able to earn some awards. However, 3 days ago I could not log in with the error "authentication failed. Please try again. After a number of tries decided to contact Toluna. They replied and requested that I reset my password to a link they provided which I already did. But until now I am still waiting for an email that will allow me to reset my password.
Spent 2.5 hours answering every question in 14 of their surveys. Nothing was recorded in the end and I did not receive the points. Trying to get help Toluna was futile. What an absolute waste of time!
Spent 2.5 hours answering every question in 14 of their surveys. Nothing was recorded in the end and I did not receive the points. Trying to get help Toluna was futile. What an absolute waste of time!
Toluna made a mistake on the redemption voucher code and ages o confirmed this so redemption was impossible. All attempts to get Toluna to correct the matter…or restore the points…have received either no reply or…and just once…we are looking into it.After three frustrating weeks I am giving up.
Products used:
Redeemed points value
Hello,
We are terribly sorry to hear about your disheartening experience and we would really appreciate the opportunity to change it for the better!
Please submit a ticket at https://www.toluna.com/contact-us with the subject 'Sitejabber Review - follow up' and share some additional details. We will follow-up on your case as soon as possible!
Best,
Toluna Team
Account was suspended without a proper explanation, all they said was "To protect our clients and the security of our panel, our team cannot disclose more specific details" when I asked them which specific terms and conditions they are accusing me of allegedly breaching.
Seems like I am not the only one who has experienced this behaviour, where it looks like Toluna suspends accounts to avoid people redeeming hard-earned points. This or the fact that the tools they use to detect fraud are faulty. When I initially raised an enquiry Toluna INCORRECTLY identified my device and location. As you can see in the photo I have provided, when the support ticket was raised, their system INCORRECTLY identified my device as a iphone 14,5 when my device is an iphone 13. Perhaps their automated tools and "techniques used to detect fraud" are faulty, especially as it can't even identify my device correctly.
I can see many others in this forum have experienced account suspensions and despite these reviews, they continue with this unfair behaviour.
The fact that Toluna does not even alert users their accounts have been suspended is very concerning. Like many others have mentioned on this forum, I only found out once I could not log in. This lack of transparency has meant Toluna can suspend any account so hard earned points cannot be redeemed and then cite privacy reasons to avoid having to provide an explanation. The lack of a transparent process also means that you as a user are not allowed to provide an explanation if your account/phone is compromised by hackers or if your device clicks incorrect responses due to water on the phone screen. I think the photo that I have provided is also clear evidence their fraud detection software is faulty as it misidentified my phone.
Therefore, I am considering legal action in order to protect other consumers and to deter continuation of this disappointing behaviour from Toluna. I have asked for their address so that I can serve them with local court papers if necessary.
Hopefully a subpoena can prompt them to provide a proper explanation as to why my account was suspended, as I know that I have been truthful in the consumer feedback I have provided. Transparent processes must be put in place so this does not happen again to other users.
I will keep this forum updated about what happens, if I can. Gag orders, however are often used at the conclusion of legal cases in common law jurisdictions.
Hello Oliver,
We understand that having your account closed is an unpleasant situation, and we truly regret any inconvenience caused.
The identifier "iPhone 14,5" refers to the internal model code for the iPhone 13, which means that our system's identification of your device is accurate in this context.
We can assure you that the decision to suspend an account is never taken lightly. Our Data Quality Team conducts thorough analyses to ensure fair and consistent enforcement of our policies. Account suspensions are based on a variety of factors, and these measures are in place to protect the integrity of our panel and ensure the quality of data for our clients.
We acknowledge your concerns about the lack of notification when accounts are suspended. We are continually working to improve our processes and communication with our users. Your feedback is valuable in helping us identify areas for improvement.
To discuss this situation in more detail, please email us at support@tolunahelpdesk.zendesk.com using 'SiteJabber Review Follow-up' as the subject.
We appreciate your understanding and patience as we work to address your concerns.
Best regards,
Toluna Team
Unreliable and unfair business, deleted my account just before I was close to redeem my first reward, I spent a lot of time to work for them receiving no money. Very disappointing and frustrating when the reward agreement is broken like that and work is not rewarded. If your answers are not the ones they want to hear they flag the account, they collect only required answers and not the real people opinions.
Hello,
Thank you for taking the time to share your experience with us and the community.
We understand that having your account suspended is a disappointing and unexpected event. Please know that this decision is never made lightly and is always in accordance with the Terms and Conditions agreed upon during registration. Our Data Quality Team conducts thorough analyses to ensure fair and consistent enforcement of our policies.
If you have any further questions or concerns regarding your account suspension, please don't hesitate to reach out to our support team.
Once again, we regret any inconvenience caused and appreciate your understanding.
Best regards,
Toluna Team
Do not waste your time with this platform! There are many other survey platforms that pay much better! Surveys here will always make you fill out the entire survey and then they just give you a "oops something went wrong" message and don't give you any type of compensation and/or they give you one point for a survey that is 30+ minutes. Not worth the time.
Hello Danny,
We're truly sorry to learn that your survey experience didn't meet your expectations.
Sometimes, after completing a survey, you may encounter a routing error that prevents you from being redirected back to the Toluna homepage or another survey opportunity. However, rest assured that even in such cases, we/our clients still receive your survey results. Your actual participation status remains unaffected despite these errors.
If you're unsure about the points you've earned after completing a survey, you can check your Account – Points section. If it shows "Incentive Pending," it means you successfully completed the survey and points are on the way. If you received only a small compensation instead of the full incentive, it indicates that you were screened out of the questionnaire.
If there are specific participations you'd like to discuss or any other challenges you've encountered while using your Toluna account, we're more than willing to assist you. Kindly reach out via the app's contact form or https://www.toluna.com/contact-us and provide comprehensive details about the issue(s) you're facing. We'll promptly investigate and provide a response as swiftly as possible!
Best regards,
Toluna Team
I spent many hours doing surveys and accumulated a number of points. I went to redeem the points but received a message to say that they could not be processed. I the went to log into my account to find it was suspended. I enquired why but they claim I breached their terms but would not say what the breach was. Obviously they don't want to pay out!
Website was down for months. Couldn't log in or change password even after clearing cache and change different browers. Tried contacting customer support and got no response at all. Waste of time.
We sincerely regret hearing about your negative experience.
In order for us to take a closer look at this situation and provide some clarity, kindly email us via support@tolunahelpdesk.zendesk.com.
Regards,
Mary
Every time i started taking surveys and collecting points, i did not receive any message during surveys time. Like ur reply are not appropriate aur u r not suitable for survey all surveys are completely finished but when i applied for rewards, u canceled my membership.
You are stealing peoples hard earned money
Very disappointing site
Never make again member and said all friends and relative dnt do surveys from ur site
Lifepoints survey and toluna both are scams both are stealing my rewards and without any resons they canceled ur membership when u apply for rewards otherwise u r best do surveys without any rewards
Thank you for taking the time to share your thoughts. We're truly sorry to hear about your negative experience on our platform.
We understand that having your account closed is an unpleasant situation and we truly regret any inconvenience caused. We want to assure you, however, that the decision to suspend an account is never taken lightly. Our Data Quality Team conducts thorough analyses to ensure fair and consistent enforcement of our policies.
Should you have any additional questions or concerns don't hesitate to follow up on your support case.
Best Regards,
Mary
So i joined a couple of weeks ago did all there surveys was really enjoying there sit, there did seem to be a couple of error messages when doing surveys, cashed out a couple of gift card and was waiting on 2 more to be processed then now carnt get back into my account password reset link not send 2 gift cards unprocessed and returned back to my account that i carnt get access to. Utter waste of time wouldnt bother!
We are terribly sorry to hear about your disheartening experience and we would really appreciate the opportunity to change it for the better!
Please submit a ticket at https://www.toluna.com/contact-us with the subject 'Sitejabber Review - follow up' and share some additional details. We will follow-up on your case as soon as possible!
Best,
Mary
After I had accumulated 45,000 plus points I asked for payment. They replied they would not pay as I was suspected of fraudulent activity. How do you commit fraud by answering questions? They not only robbed me they also defamed me. Toluna is totally toxic. Do yourself a favor and stay away.
Sorry to hear about your experience!
We employ numerous automated checks to make sure that we are continuously achieving this high standard of quality. Unfortunately, it sounds like your account was caught in one of these recent checks.
If you wish to discuss this situation further, please submit a ticket at https://www.toluna.com/contact-us with the subject 'Sitejabber review - follow up'. We will follow-up on your case as soon as possible!
Kind regards,
Mary
Toluna team
I did 45,000 points worth of surveys for Toluna over a period of several months. When I went to get paid, they stiffed me. I did surveys for Survey Junkie for over a year and never had a problem. BEWARE OF TOLUNA! THEY ARE DISHONEST.
Tip for consumers:
I DID SURVEYS HONESTLY AND FAIRLY AND WAS NOT PAID!!!!!
Products used:
NONE
Scam. Spend hours doing surveys you get to the last question and receive an error message.
Waiting for my $20 PayPal reward for 3 weeks now and after contacting them multiple times they tell you to keep waiting.
Don't waste your time on Toluna. I'm ready to contact fair trading and report it.
Sorry to hear about this, Rose!
Our system is designed to ensure the accuracy and security of transactions, so our standard delivery timeframe for PayPal payments is 1-3 weeks. Having checked with our Incentive team, it seems that some recent and unforeseen circumstances have lead to temporary delays in processing some PayPal pending rewards. We are aware that this is over the suggested processing time and we sincerely apologise for the inconvenience caused. Please rest assured that this matter is being looked into with utmost priority.
If there's anything specific you'd like us to check regarding your payout or if you have additional questions, please reach out to our team at https://www.toluna.com/contactus.
Best regards,
Mary
Be very careful of Toluna, this is a proper scam! I registered, filled up a very intensive data sheet which gave the a LOT of data about myself, and then, I couldn't even access my account again. When I tried to reset my password, I waited for an email to come to change my password, it never did. Dont waste your time on Toluna!
Tip for consumers:
My review was about https://www.toluna.com/en-GB/. Its a scam site, which has ulterior objectives.
Products used:
It was a research company
We sincerely regret hearing about your negative experience.
In order for us to take a closer look at this situation and provide some clarity, kindly email us via support@tolunahelpdesk.zendesk.com using 'Sitejabber review follow-up' as subject.
Best regards,
Mary
I was doing survey for around 10 mos and was happy able to earn some awards. However, 3 days ago I could not log in with the error "authentication failed. Please try again. After a number of tries decided to contact Toluna. They replied and requested that I reset my password to a link they provided which I already did. But until now I am still waiting for an email that will allow me to reset my password.
Thank you for sharing your concerns, Bobby! We apologize for this experience!
For some common types of issues, our system will send automatic replies in order to provide an instant solution to our members and make our helpdesk as efficient as possible. Your query would be related to 'Login problems', so if you selected this type & subtype of issue you received an automatic first reply containing general instructions on how the common login issues can be resolved. We understand these automatic responses might not apply to everyone, so simply replying to the automated notification as advised/or reopening the ticket, instead of submitting a new ticket, will ensure a support representative will look into your request as soon as possible.
If you're still facing difficulties, please email us via support@tolunahelpdesk.zendesk.com using 'Sitejabber review follow-up' as subject, so we can help resolve this issue.
Thank you,
Mary
Waste of your time as 9/10 surveys will say you don't qualify after spending 10-15 minutes answering all the questions only yo be told at the end that you didn't match the survey criteria! Customer help dodges around your questions about points missed.
I sincerely regret hearing that you feel this way, Courtney.
The surveys we offer have different respondent needs and targets, so it is likely that you will sometimes be screened out. When this happens points are not awarded because the data gathered is not used for the research and we are not paid either by our clients.
This usually happens in the first half of the survey, however, if and when this happens towards the end of a questionnaire, it might be the result of a quality check (when the client sets specific questions to ensure the consistency and validity of the answers provided). Nonetheless, when you feel it was not the result of a quality check, we invite you to contact us, provide the survey number in question, and we will investigate the situation further.
I'd be delighted to have the opportunity to further discuss your specific personal experience, so I kindly invite you to contact us either by email at support@tolunahelpdesk.zendesk.com, or via the contact form on the site at https://toluna.com/contactus; using 'Sitejabber review - follow-up' as subject will ensure I will personally address any and all of your concerns.
Hoping to change your Toluna experience for the better,
Mary
I've been waiting over 3 weeks for my 10 dollar gift card. I sent an email to customer service and got a bot reply back. It use to take just a few days to receive your gift card after you redeem your points. Now it takes an entire month to pay out which is reficulous. Also about 70 percent of the surveys I've taken and completed gives me an error code stating it's not you it's us after spending 15 to 20 minutes per survey. This platform has gone down hill. Avoid it at all costs!
We sincerely regret hearing about your negative experience, Jacqueline!
As each survey we offer is targeted towards a very specific demographic, you might not always qualify. Also, if you are screened out late but not due to quota reasons, it might be due to quality issues. To minimize your chances of being disqualified from our studies, please keep all your Profile Surveys completed and updated every six months.
Our system is designed to ensure the accuracy and security of transactions, so our standard delivery timeframe for PayPal payments is 1-3 weeks. Nonetheless, our e-vouchers are delivered via email within approx. 1-7 business days.
We understand that some panels may have different procedures with faster processing times and we appreciate your feedback. Please know that we're constantly reviewing our processes to enhance the user experience.
If there's anything specific you'd like us to check regarding your payout or if you have additional questions, please reach out to our team at https://www.toluna.com/contactus.
Best regards,
Mary
Do not get involved. They will scam you out of money. It is a Pyramid scheme and they're involved in untraceable online transactions
We are terribly sorry to hear about your disheartening experience and we would really appreciate the opportunity to change it for the better!
Please submit a ticket at https://www.toluna.com/contact-us with the subject 'Sitejabber Review - follow up' and share some additional details. We will follow-up on your case as soon as possible!
Best,
Mary
Toluna Team
The worst site ever. When u cum close to target they will make u do surveys completely and kick u out or the payment is pending. I have tried about 8 or 9 survey sites. These are scams cause they just want u to log onto there websites
Hello Nikitam,
As our support team already mentioned in the support case you opened, for surveys that are more complex and consequently offer a higher number of points, such as this project 2189788-ZA-AUG2, our clients will request data analysis before the points are added to the respondents' accounts, in order to ensure that the responses provided are thoughtful and truthful. For this reason, these types of projects are usually credited to our members' accounts within 4 to 6 weeks after the study has been closed(not from the moment you completed it).
During this period of time, the status in your account will be displayed as "Project Open Incentive Pending" if you have successfully completed the survey.
Whenever you wish to report an issue or simply check your participation status in a survey, please don't hesitate to reach out, provide as many relevant details as possible (for example a screenshot and the survey number) and we will gladly assist you.
All the best,
Mary
Toluna team
...is that every cash out you make is "reviewed" first before they decide whether to award you the money you've earned. If whatever program they use to run "quality checks" suspects you of any number of vague crimes against humanity, they will inform you that PayPal, etc., "rejected" your reward and your points are being disbursed back into your Toluna account. Too bad that after telling you this, they'll ban your account altogether. Good luck with the customer service bots should you try to ask what's up!
Use at your own risk. I know of no other survey site around that requires its users give them hours of free information for chump change without telling them up front that they will most likely never see it.
Thank you for taking the time to review our platform, Ellen! We are sorry to hear about this recent occurrences.
For some common types of issues, our system will send automatic replies in order to provide an instant solution to our members and make our helpdesk as efficient as possible. We understand these automatic responses might not apply to everyone, so simply replying to the automated notification as advised/or reopening the ticket, instead of submitting a new ticket, will ensure a support representative will look into your request as soon as possible.
In order for us to take a closer look at this situation and provide some clarity, kindly email us via support@tolunahelpdesk.zendesk.com using 'Sitejabber review follow-up' as subject.
Hoping to hear from you soon,
Mary
Toluna Team
I had been a member of Toluna for around 3 months, spending a lot of time and effort answering polls and doing surveys honestly and truthfully, trying to build up a little money to put towards Christmas. The pay for each survey is minimal for the effort you put in, but it gradually adds up. I got to around 419,000 points which is less than $150 aud. I then find I can't access the site through the app with my password. After emailing them I get a reply that they have noticed that "I was apparently doing an activity that contradicts my profile ", and because of this they are revoking my membership and taking away the points that I have earned, without any proper explanation. I know that I have done everything correctly, I am not a dishonest person, which leads me to think the whole thing is a scam and they never had any intention of paying out any money.
Steer clear of this company
We sincerely regret hearing about your negative experience, Jan
We employ numerous automated checks to make sure that we are continuously achieving this high standard of quality. Unfortunately, it sounds like your account was caught in one of these recent checks.
In order for us to take a closer look at this situation and provide some clarity, kindly email us via support@tolunahelpdesk.zendesk.com using 'Sitejabber review follow-up' as subject.
Hoping to hear from you soon,
Mary
Toluna Team
I keep getting offered, say, 4,000 points to complete a survey only to find that after entering vast amounts of personal consumer history I am being told I did not qualify for it or that my particular user group quota has already been filled. Interesting that I should be told of this sometimes three quarters of the way through for example, a 40 minute survey! Seems to me some very sneaky folk are receiving free market research which they're then selling on to relevant retailers at great cost, no doubt! I'd like to know of anyone who finds this site fair and legitimate!
Can't state enough just how frustrating it is dealing with Toluna.
Absolutely shocking. Been owed around 30-ish quid in vouchers since christmas. One minute they acknowledge they owe me it and say it will be paid in 4 weeks - that time comes and i've still not been paid and suddenly it's an open case again and it needs to be investigated. I spent hours upon hours on surveys etc for those vouchers and i doubt I'll see them.
I'm contacting the market research society about them cause they are so dodgy. Never dealt with a survey site like them.
AVOID. AVOID. AVOID.
Please, believe the terrible reviews - this site is a disgraceful waste of time and a scam at best. They phish for personal information then flood you with emails for 200 -2,000+ point surveys that take 10- 45 minutes (note: 3,000 points = 1 dollar) after completing you either don't qualify or receive a system error and no points at the end of survey. It took me six months to earn enough points to redeem, only to have it all mysteriously disappear when I tried to collect.
Hello Christine,
Firstly, I would like to offer my sincere apologies for the delay in replying. We just came across your review and we'd really appreciate the opportunity to change your experience for the better!
I would be delighted to further discuss the reasons behind your dissatisfaction so that I may provide specific advice and hopefully, satisfactory resolutions. Could you kindly submit a ticket at https://toluna.com/contactus with the subject “sitejabber review - follow-up”? Alternatively, you can also choose to share your username and some additional details in a private message and I will personally follow up on your case.
Thank you,
Katy
Toluna Team
Like many other people who have written a review I have nothing good to say about Toluna. I completed all surveys honestly and in good faith but once I had saved up over 100,000 points they suspended my account. When I contacted them I just got their generic email saying there were "consistent issues" with my answers which is completely untrue. I cannot use the 100,000 points I spent a lot of time saving. Toluna are a dishonest company - don't waste your time on them.
Thank you for sharing your feedback with us, Pepper! I'm truly sorry to hear about your experience.
To uphold a high standard of quality on our panel, we run regular quality checks. It seems that your account might have been caught in one of these checks and was subsequently suspended.
Nevertheless, we would be delighted to further discuss the reasons behind this so that we may provide specific advice and hopefully, satisfactory resolutions. Could you kindly submit a ticket at https://toluna.com/contactus with the subject “sitejabber review - follow-up”?
Hoping to hear from you soon!
Mary
Toluna team
I've been with Toluna for more than two years and it's getting better and better. It now has more payment options including an option to be paid by cheque. The points earned from surveys come in much faster than previously. Also, if a participant is filtered out of a survey, he still receives some points. Great site to earn a few dollars for completing surveys.
This is without a doubt the worst survey site on the net. Takes forever to build up enough points to earn a reward. Once you get reasonably close to a redemption they dream up a lie saying you are dishonest with your answers and delete you from their system and will not provide any proof of such. Avoid these guys at all costs unless you enjoy wasting hours doing surveys that you will never get paid for.
Hello Les,
I am truly sorry to hear about this disheartening occurrence that made you feel like we engage in unscrupulous activities.
To ensure a high quality level of the data we gather & provide to our clients we have numerous checks set in place and the system flags accounts based on suspicious activity. Please be assured that it is not a deliberate effort to prevent you from spending your hard earned points.
Our team managed to identify you account and will follow up on your case with additional details.
Thank you for your understanding,
Mary
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Hello,
We’re truly sorry to hear about the negative experience you’ve encountered with our surveys and customer support.
To assist you more effectively, we kindly recommend reaching out to our support team via the app's or website’s Contact features, or by emailing us at support@tolunahelpdesk.zendesk.com. Please make sure to include as many details as possible, such as survey IDs, full screenshots of any issues, and a detailed description of the problem. This will allow us to better assess your situation and expedite a resolution.
We always strive to address any issues within one business day, and we appreciate your patience as we work through this with you.
Thank you for being a valued part of our community.
Best regards,
The Toluna Team