If you cannot find your question, or we did not answer your question, feel free to send us an email.


Simply go to the Pinecone Research website and enter your login information. From there, click on the Redeem My Points button to access the reward site. Under the merchandise tab, you can browse or select the items you wish to redeem. Once you click on an item you are interested in, you can click on "add to cart" if you have enough points or "add to wish list" for larger items you want to save up for. Once you have added items to your cart, you must click "checkout option,” located on the top right corner, to complete your order.
Your reward is processed and will be posted to your account within 3-5 business days following the completion of your product evaluation survey.
No, PineCone members do not receive rewards for the household questions that you may be asked to complete. Your responses to these brief questionnaires enable us to send you product evaluations, which are rewarded, that are more specific to your household.
You can always check your Point balance by clicking on My Account on the points redemption site.
Reward points earned will be valid until there is no earning activity for twelve (12) consecutive calendar months and will expire at the end of that twelve-month period.
Once you submit your order for the PayPal option, it will be processed in 3-5 business days. The funds will be deposited to your PayPal account and your notification of payment will come to you from our panelpayment@pcrint.com email address.
Please contact support@online-rewards.com for all questions related to merchandise orders.
Some panelists have experienced issues redirecting to the Rewards site when clicking on the "Redeem" link. This appears to be an issue related to settings in FireFox. If you experience this issue, then please try using another browser such as Internet Explorer or Google Chrome.
If an item is defective and you submit a claim within 15 days of receipt of the item, the item will be replaced at no charge. We will require that you return the item in the original packaging. Please complete the help form and include the order number, description of the product and description of the problem. Once you have submitted a claim for defective merchandise, we will contact you with an RMA number and return instructions. Items that are returned without the original packaging will not be accepted. Once the defective item has been received, a replacement will be sent out.
If an items is delivered and the packaging is damaged, please do not accept the package and complete the help form immediately. Include your order number, description of the product and nature of damage. Once you have submitted a claim for the replacement of an item that has been damaged in transit, we will contact you with additional instructions. Items damaged in transit will be returned to the manufacturer and a replacement sent out at no charge or your points will be refunded.
Items can be returned within 15 days of receipt. All returns must be un-opened, in the original packaging. Return requests must be submitted in writing using the help form. Please include your order number, description of product and reason for the return. We will contact you with an RMA number and return instructions. All shipping costs for returns are at your expense. A restocking fee of up to 25% may apply for certain items. Any restocking fees will be deducted from your account, once the points are refunded. All returns must be shipped through either UPS, FedEx or DHL and tracking information provided.

Prepaid Virtual MasterCard

Your card may be used everywhere you see the MasterCard acceptance mark.
Physical cards may be used at physical merchant locations, online, over the phone and for mailed payments. Virtual card accounts may not be used at physical merchant locations, but may be used online, over the phone and for mailed payments. Please note that some merchants may choose not to accept out of country currency at their own discretion. If this occurs, pay for your purchase by another payment method and use your card at a different merchant.
You can use your card to make online purchases at any online merchant that accepts MasterCard. Many online merchants perform address, postcode and/or name verification. If your current personal information is not associated with the card, you may update your profile at the website listed on the back of your card.
Yes. Pay close attention to the expiration date printed on the front of the card. The card is valid through the last day of the month shown on the front of the card. You will not have access to the funds after expiration.
Go to the website found on the back of your card to register the card in case it is lost or stolen. Your card is preloaded with value and ready for use unless you are informed otherwise.
Go to the website found on the back of your card to retrieve your PIN.
You cannot use your card at an ATM or bank for cash unless otherwise indicated on the back of your card. If your card is enabled for cash access, retrieve your PIN at the website or toll free number found on the back of your card.
Present your card to an attendant inside the station as your card will not work at the pump.
If your purchase is more than your card balance, first pay the difference with another form of payment and then charge up to the amount of funds available. Not all merchants accept split transactions.
You can view your transaction history, print statements and check your balance by visiting the website listed on the back of your card.
Report a compromised card at www.prepaidcardstatus.com. Your card will be closed and blocked from future purchases. We will reissue you a new card for the unused balance less a card reissue fee.
Even after the balance is depleted, you should keep your card until you know that you will not be returning any of the items purchased with the card. If you do try to return items, the store's policy may require you to present the card used to make the purchase. You should destroy the card once you are sure you no longer need it. Allow 3-5 business days for returns to post to your card account.
  • Purchase total must be within the available balance on the card, or purchase must be made with a merchant that allows multiple forms of payment
  • Not all websites support paying with multiple forms of payment, therefore if the balance due is greater than the balance on the prepaid, most websites will return a misleading error message such as "insufficient funds" or "declined"
  • Balance cannot be transferred to a PayPal, eBay, or any other type of account
  • Can be used for online purchases only
  • Cannot be applied to recurring payments or purchases
  • Cannot be applied to loan or mortgage payments
  • Cannot be reloaded
If your purchase does not go against the above rules, please provide more information regarding your attempted purchase and we will assist you.
You have the option to "bank" your redemptions to virtual prepaid, which will allow you to accumulate a larger balance to be applied to virtual prepaid gift card.
You have the option to purchase a retail gift card directly from a merchant’s website to apply the balance to Amazon or iTunes account.

General Participation

Yes, please login to your profile. From there, you will be able to enter the dates you will be unavailable and your surveys will be suspended during that time. For suspensions longer than two weeks, please email Karen Scott, who will note your absence.
Updating your household information online is quick and easy to do. Simply go to the Pinecone Research website and enter your login information. From there, you can access your profile and make any necessary changes.
Presently, we do not recruit new members through our website or take unsolicited referrals. However, we will be posting recruitment opportunities through banner ads on various unsolicited websites from time to time throughout the year. If you see one of these ads, please feel free to sign up with us.
No. Our panelists are pulled for studies according to certain demographic requirements. While there may be opportunities for other members of your household to participate from time to time, you are the only person who should be completing our studies.
We routinely monitor member participation. Members that are identified as "at risk for removal” are notified of this via e-mail. Those who are unable to maintain acceptable participation levels thereafter are removed from the panel.
Participation in the PineCone Research panel is limited to one member per household. While there may be opportunities for other household members to participate from time to time, there can only be one designated spokesperson for the household.
Your responses help manufacturers better understand the strengths and weaknesses of their product ideas and what you would look for in the product should you ever need to purchase it.
In some instances, panelists are testing the merits of a product idea rather than an actual product that is already in existence. Your feedback helps the manufacturer determine what appeals most to consumers in a product
No, your ability to view the product concept in the survey is a requirement for participation in the study. As a member of the PineCone Research panel, you directly influence which products get developed and help ensure that these products meet consumer demands. Your opinion will have an impact on everything from product performance to style, varieties, features, pricing...you name it.

If you are ever unable to view the product concept in one of our surveys, whether it's presented in a picture or video format, please contact us at Scott@pineconeresearch.co.uk for troubleshooting assistance. Surveys submitted by those who were unable to view the product concept are not included in the study data.
Yes. We reserve the right to remove members from the panel without notice for variety of reasons. The list below represents reasons for removal outside of survey compliance and subject to change or update without prior notice.
  • Violation of the Confidentiality and/or Membership Agreement
  • Multiple person or household registrations on the panel
  • Panel composition maintenance (to mirror changes in general population and provide clients with the broadest possible spectrum of consumer opinions)
Your participation is always entirely voluntary and you may discontinue your panel membership at any time.

However, we periodically refresh the composition of our panel to stay current with changes in the general population and provide clients with the broadest possible spectrum of consumer opinions. Memberships may be discontinued during panel composition maintenance.
We try to keep our studies as short as possible, making them most convenient for you. A typical questionnaire usually takes 15 to 20 minutes to complete.
You can tailor the frequency of survey opportunities you receive. Within your PineCone profile, you can check a box to indicate how often you would like to receive survey invitations. All members currently have their status set by default to one survey per week. Our client volume ultimately drives the need for participants, so the number of surveys you indicate in your preferences is not guaranteed.
All survey notifications will be sent to you via e-mail. We ask that you check your PineCone Research personal profile using the member login area on the web site to make sure that it contains the correct e-mail address and that any e-mail filters on your computer are set to allow you to receive correspondence from PineCone Research.
We include a reminder of your ID and password in every new survey communication to you. You do not need to worry about remembering or misplacing this information.
Our goal is to always respond to your inquiry within 24-72 business hours. Typically, you can expect an even quicker reply, but sometimes a very heavy workload can affect our response time.
No, panelists are not employees of PineCone Research. Your participation is always entirely voluntary and you may discontinue your panel membership at any time.


Your privacy is always respected and the confidentiality of your answers is maintained. Your opinion will be counted along with that of other participants, and your personal household information grouped and analyzed with the information of the other households.
No. It will be kept completely confidential and will never be sold to any third party. Your personal data is used only for the purpose of our research studies.
No one will ever attempt to sell you anything, and you will never be expected to purchase any products. We value your opinion.
Because the research we do on our clients behalf is not limited to just new product ideas but frequently extends to existing products that may already be on the market, we ask that you not share information about your product evaluation experiences with anyone living outside of your home.


Unfortunately, no. This includes other family members who do not live in your immediate household. The test product sample is intended for use by the panelist. Manufacturers are very anxious to protect any new products from the eyes of their competition. That is why we ask that you evaluate new products within your own household and not share them or discuss them with your friends, neighbors or relatives living outside the home.
To ensure the accuracy of the product testing results reported to the client, panelists need to respond based on their actual usage. If the test product has not arrived by the start of the follow-up survey, please contact us by e-mail so we can troubleshoot the problem.
Unless you are directed otherwise by PineCone Research, anytime you have questions or concerns about a test product you have been given to try, please don't hesitate to contact us. We are always glad to help.
Upon occasion manufacturers will request the retrieval of any remaining test product samples from the study. It is sometimes very important for manufacturers to see how a product holds up after typical use. Should a manufacturer make the decision to retrieve any remaining test product samples, you will be notified by mail and e-mail.

Questionnaire Troubleshooting

No. The survey is designed to allow you to continue at the point of the questionnaire where you originally exited.
This problem generally stems from a missing answer. Check to make sure that you have entered a response for every variety or statement appearing on screen. If the problem continues contact us by e-mail so we can troubleshoot the problem.
This problem typically indicates that your answer does not match the form shown in the example (i.e., number of digits, etc.). Check the format of the response that you've entered. Your response should mirror the format example provided in the questionnaire instructions. If the problem continues contact us by e-mail so we can troubleshoot the problem.
This typically indicates that the survey has been temporarily paused. Should this occur as you are submitting your survey, let us know and we'll be happy to verify the status of the interview. Otherwise, simply try again in a few hours.
These difficulties may be connected to settings associated with newer releases of browser software, such as FireFox. Instead of using the software's built in browser, try accessing the survey using Internet Explorer.
The "User name not on file" error is typically an indicator of an id not being on the invitation list. Double check that the survey selected is the same as the number on your invitation. If you are accessing the correct survey, be sure to type your Household ID and Password because the copy/paste command can add hidden spaces.

Technical Issues

Yes. Some of our studies require special "Plug-In" controls such as Flash and Microsoft Media Player. Instructions will be given for installing these "Plug-Ins" at the time when you need them.
Make sure you have the most recent upgrade for your browser. If you have the most recent upgrade, your Internet Explorer security settings may need adjusting. If you are unaware of how to adjust your settings or need links to current upgrades please contact us by email.
Some studies open a new/second window. In some instances your pop-up blocker software may be preventing the second page from displaying. If you have software like this installed on your computer, please try adjusting your settings or temporarily disabling it while you complete our survey.

PayPal Points Cash-Outs

Panelists who qualify and have met requirements will be sent an email inviting them to select PayPal as their point cash outs preference. To receive your PineCone Research point cash-outs to PayPal, you must have an existing PayPal account. If you are a first time PayPal user, it is imperative that you complete all registration requirements, including confirmation of your PayPal account email address. Once you’ve setup your PayPal account, please update your PineCone Research personal profile with your PayPal account email address.
To sign up for PayPal, go to www.paypal.com and click on the "Sign Up Now" link. For further assistance with questions pertaining to the PayPal service or navigation of the site, please contact PayPal directly through their PayPal FAQ link orPayPal Customer Service Center.
If you already have a personal PayPal account, you are welcome to use it for receiving your point cash-out payment. Please note: a merchant account can incur additional charges. The PineCone Research database can accommodate a separate e-mail address for your payment.
Yes. PayPal members may have one Personal account and one Premier or Business account. However, each account must have its own e-mail address and financial information. To learn more about PayPal accounts, click on this link.
The address at the top of the browser window you're brought to should read exactly https://www.paypal.com. PayPal e-mails will address you by first name and last name, and NOT by Dear PayPal User or Dear PayPal Member.
Questions about the PayPal service or navigation of the site should be directed to PayPal through their Contact PayPal Customer Service link or Customer Service Center. For all other PineCone Research survey inquiries, feel to contact us at Scott@pineconeresearch.co.uk.
The Business/Premier account can incur additional fees. To learn more about fees that may be associated with their use, click on this link.
PayPal provides cost-free withdrawals to your local bank account as long as you meet the minimum threshold values defined on the PayPal Withdrawal Fee page. To learn more about minimum withdrawal amounts, click on this link.
Participants can expect to receive their payment 3-5 business days after they have placed their points cash-out order. If your payment is not listed in your PayPal personal payment history, please contact us and we’ll be happy to investigate this further.
Yes. If you have selected PayPal as your PineCone Research payment method and received confirmation of this, the personal profile can be used to update your PayPal account information with us.
Your payment will be posted to your PayPal Account from our panelpayment@pcrint.com address. The payment detail will include “PineCone Research” in the subject line and the study number in the accompanying message.
A payment may be Unclaimed for one of the following reasons:
  • Your recipient did not sign up with PayPal using the same email address that you used to send the money. The recipient simply needs to add this email address to his account (he can add up to eight addresses) and confirm the new email address. The money will then immediately appear in his balance.
  • The recipient may not have confirmed his email address. Any payments sent to an account will not appear in the account balance until the user has completed the registration process by confirming his email address.
  • The recipient must manually accept or deny this payment.
For further troubleshooting assistance on this topic, please contact PayPal directly through their PayPal FAQ or PayPal Customer Service Center.
A Denied status can mean there’s an issue with your PayPal account setup or you have chosen to deny the payment. Please contact PayPal directly through their PayPal FAQ or PayPal Customer Service Center for troubleshooting assistance with your account. If you have a denied PineCone Research payment in error, please contact us at Scott@pineconeresearch.co.uk and we’ll be happy to assist you.