When the money doesn't arrive, anger helps little. A clean record with dates and screenshots helps a lot more.
The short answer
Stay calm and secure what you can prove first: balance, cash-out request, date, the support reply. Then write to the provider in writing, with a deadline. If that doesn't help, complaint bodies exist: for survey panels in Germany the Council of the German Market and Social Research (Rat der Deutschen Markt- und Sozialforschung), in general the consumer advice centre. None of these routes guarantees payment, and this text is no substitute for legal advice on your case.
First work out what actually happened
- The payout is slow. Many platforms state processing times in their terms. Read them before assuming a problem.
- The payout was refused. There is usually a reason in your account or the email: minimum not reached, profile incomplete, verification pending.
- The account was locked. Reasons platforms commonly give: suspicious answers (too fast, contradictory), multiple accounts, wrong location details, VPN use. Sometimes you get a reason, sometimes not.
- Points are missing. For app tasks and offers, points are often credited only after the partner has checked. The German consumer advice centres observed with microjob apps that points were sometimes never credited and the reasons stayed unclear.
What to do, in order
- Secure evidence before it vanishes. Screenshot your balance, the cash-out request and the lock notice, each with the date visible. Save confirmation emails and the terms version, where the platform shows one.
- Read the terms. Minimum amount, processing time, reasons for locking, what happens to the balance when an account is closed. That shows what you can point to.
- Write to support. Via the contact form or the address in the legal notice. Keep it short: account name, date of the request, amount, what you expect, by when (for example 14 days). No threats, no ID copy, no password.
- Follow up and document. File every reply with its date. If none comes, follow up once.
- Pick a complaint body. For market and opinion research, the Rat der Deutschen Markt- und Sozialforschung is responsible (German-language site). It is a voluntary self-regulation body and can issue a notice, a disapproval or a public reprimand. For other providers: the consumer advice centre (German). Its complaint form is for market monitoring and, by its own account, brings no individual reply; for a personal answer you need an advice appointment.
- For larger amounts: legal or consumer advice in person. Whether a clause that forfeits your balance is valid depends on the case and can't be judged here.
What the Rat has decided so far
The Rat publishes its sanctions at rat-marktforschung.de. Two examples show how it argues:
- February 2026: A panel had promised payment within two weeks and paid after about nine. The Rat issued a disapproval and expects panel providers to review their payout practice.
- February 2025: A panel locked an account without informing the member or giving a reason and kept the whole balance. The Rat saw an unreasonable disadvantage, because even balance earned without any complaint could be forfeited, and issued a disapproval. After the consumer advice centre and the Rat got involved, the account was unlocked and paid out.
These are single cases, not a promise for yours. They do show that it can pay to document the provider's deadlines and promises.
Prevention
- Cash out early. Withdraw as soon as you reach the minimum instead of collecting for months. The smaller the balance, the smaller the possible loss.
- Answer honestly. One account, one place of residence, no VPN, no rushed answers.
- Check before signing up. Our [checks for legitimate survey sites](/en/guides/how-to-spot-legitimate-survey-sites) help weed out weak providers in advance. How providers differ on fairness and support is in the profiles, for example [LifePoints](/en/providers/lifepoints), [mingle](/en/providers/mingle-respondi) and [Meinungsplatz](/en/providers/meinungsplatz).
Checklist
- Screenshots of balance, request and notice saved with dates.
- Terms on payout, locking and forfeiture read.
- Written request with a deadline sent, reply filed.
- No passwords, IDs or bank details sent by email.
- Right complaint body chosen (Rat or consumer advice centre).
- Advice sought for a large amount.
All providers with ratings and evidence are in the [comparison](/en/comparison). Scam patterns are covered in [Stay safe](/en/safe-start).
Sources checked: 20 Oct 2026. Publications by the Rat and the consumer advice centres may change.