First aid for issues on the My Pionier web application
Do you have a question about My Pionier?
First, take a look at our FAQ page. There you’ll find clear answers to the most frequently asked questions about registration, statuses, online screening, and participation in clinical research.
Can’t find your question in the FAQ or are you experiencing a technical issue? Then this page will guide you step by step with user guides.
Always start with these quick checks
Before you continue, we recommend trying these simple steps first. In many cases, the issue will be resolved immediately.
- Refresh the page and try again
- Close your browser completely and reopen it
- Check that your internet connection is stable
- Try a different browser
- Preferably use a recent version of your browser
I can’t log in to My Pionier
- Check whether your email address has been entered correctly
- Make sure Caps Lock is turned off
- Use the Forgot password option to create a new password
Were you already registered with us before the web application went live, but haven’t logged in since? Then click Forgot password and follow the instructions.
I can’t update my details
- Go to My Profile
- Click Edit My Profile or click the pencil icon next to the field you want to change.
For example, are you updating your height and not seeing the change appear immediately in your profile? That’s normal. Some details need to be reviewed by our team first. Once we have processed your request, the change will become visible in your profile.
I can’t find any studies
- Go to Studies.
- Here you’ll see the studies you’re eligible for based on your profile.
Don’t see any studies listed? Then we currently don’t have an available study for you. This can be for two reasons:
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We only show studies that match your personal profile. If there are no studies available for which you are eligible (for example due to age), no studies will be displayed.
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You are currently active in a study. New studies will automatically appear in your profile once your participation has ended.
I can’t sign up for a study
- Go to Studies
- Click Sign up to register
- You will then see the status Registered.
There are 3 possible statuses:
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Registered: I have registered online for the study. A recruiter will review my registration and approve or reject it. Once all registrations have been reviewed, all approved candidates receive an email at the same time to book a screening appointment online.
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Approved: I have been approved to schedule a screening visit online, subject to slot availability. All approved candidates receive an email at the same time informing them that it is possible to schedule an appointment online.
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Rejected: I have been rejected by the recruiter for this study (for example due to a known medical reason).
I can’t select a time slot for the screening
- Click View available slots.
- The available time slots will be shown.
- Choose the time you want to come in for your screening and click Schedule.
- Your appointment is now scheduled.
- Under My Appointments, you can view your scheduled appointments and cancel them if needed.
If all time slots for a study are fully booked, it won’t be possible to schedule a screening appointment, even if you have been approved for that study. As soon as new slots become available, you will be notified by email. In the meantime, you can also sign up for another study.