Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had a profile on Connect Cloud Research since June 11, 2023. I verified my identity and have provided them with my private information, including banking information. Today, my account was "waitlisted" without warning. When I inquired about it, they said that my ID could not be verified and their decision was final. This is unacceptable, as I followed their ID verification via Stripe, and it was confirmed and verified. If there was a problem, they should have immediately let me know rather than continuing to retain and use my personally identifying information, including payment information and identity documents.

  Business Response

  Date: 06/02/2025

  Hi,

  Thank you for reaching out, and we sincerely apologize for the confusion and frustration this situation has caused.

  After reviewing your account, we found that ****** initially failed your ID verification, which automatically placed your account on hold. However, upon further investigation on our end, weve been able to manually verify your ID and have now reinstated your account.

  You should now have full access to Connect studies again.

  Best, 

  The CloudResearch Team

• Initial Complaint

  Date:05/31/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been wrongfully terminated from a platform that pays users to take surveys after being required to provide vast amounts of personal information and data about myself. This platform was my primary source of income, which has now been wrongfully taken from me. Additionally, while i have lost my income, CloudResearch will continue to make money off of my personal data, as they can continue to sell it to companies even after I have been terminated from their platform.I have been a registered user on ******************** (CC) since 2024. I signed up for ** as a user who would get paid to take surveys. On May 30, 2025, I logged in to my account with the intention of taking surveys and was met with a message that my account had been "waitlisted," meaning that I would not have access to any more surveys. This means that I would also not be allowed to make any more money.After doing research about it, I found that being "waitlisted" did not mean what it sounds like - rather, being waitlisted means that one's account has been banned and would no longer be allowed to take surveys. I have effectively been banned from CC for no reason - I have not violated any of their ******************* nor have I knowingly done anything else that would lead to me being banned.When I reached out to CC via email asking why I was waitlisted, they answered with a generic response stating that "No further information will be provided."This means that I have been banned from CC, a platform that generates the majority of my income, after being required to give them vast amounts of my personal data and information. I am concerned about this because I believe it was a wrongful termination & because they will continue to make significant amounts of money off of my personal data - which I was required to provide to them in order to use the platform - while I am left unemployed & forced to find work elsewhere.

  Business Response

  Date: 06/01/2025

  Hi,

  Our platform has quality and security standards in place to ensure the integrity of the research conducted. When an account no longer meets these standards, access may be restricted. We understand this can be frustrating, but to protect the integrity of our systems, we do not provide specific reasons for these actions. This helps prevent attempts to bypass our quality control mechanisms.

  As stated in our Terms of Service, participation on the platform is not guaranteed, and access may be revoked at any time based on internal review processes.

  We appreciate your previous participation, and you will still have access to any pending compensation and follow-up studies youve been invited to by past researchers. You

  Thank you for your understanding.

  Best,
  CloudResearch

• Initial Complaint

  Date:05/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company is a research survey company that is scamming people. They promise a certain amount of money for each survey then the researcher can refuse to pay if they don't like your "opinions". They also can't prove they won't steal your data. I have complained several times to the company and they do nothing about it. It's theft of my data and time. This company is fraudulent and a scam. If I don't get all my surveys paid in full which are hundreds now I'm contacting the attorney generals office. Nothing on their website says they can refuse to pay you.

  Business Response

  Date: 05/05/2025

  Hi,

  Thank you for your message. I understand your frustration, and Id like to clarify a few important points about how our platform works.

  Once a study is submitted, the standard practice on Connect is that researchers have up to 14 days to approve or reject a submission. Some researchers choose to approve sooner, but the default window is 14 days. This policy allows researchers the time they need to review data appropriately. If a researcher prefers, they can manually approve submissions before the 14-day window or set a shorter approval timeline.

  Please rest assured that your account is in good standing. You currently have access to studies, and any pending funds from approved projects will still be paid out once approved by the researcher. There is no need for a refund, as Connect is free for participantsthere are no charges or fees to you for using the platform. If your submission was rejected and you feel it was done unfairly, it is the participant's responsibility to contact the researcher directly, as outlined in our Terms of Service (here: ************************************************************************). Connect is a third-party platform researchers use to send sample to their survey, but final decisions on data approval and payment are made by researchers themselves as it is their studies. We do not have access to any of their data. 

  We take all user feedback seriously, but we also want to be clear: Connect is a platform for online research. Participants are not employees of the company, and compensation is subject to completion criteria and researcher review. If you have concerns about a particular study, please direct them to the responsible researcher using the contact options available through your dashboard. We also recommend saving contact info they may include in their survey consent or debrief pages. You can then use those email addresses to send them a message. 

  Thank you for your understanding.

  Best, 

  The CloudResearch Team

• Initial Complaint

  Date:05/02/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Account banned after getting one erroneous rejection. Sent screenshots to the researcher multiple times. Then they claimed another reason.I would like my account reinstated

  Business Response

  Date: 05/05/2025

  Hi,

  Account actions are not taken lightly or based on a single incident. While we cannot disclose the specific details of the data quality review that led to this decisionboth for your privacy and to protect the integrity of our platformwe can confirm that it was not the result of a single rejection.

  If you believe a specific rejection was issued in error, we encourage you to reach out directly to the researcher associated with that study. Researchers manage their own approval and rejection processes, and they are best positioned to address those disputes.

  We appreciate your understanding and your past participation on the platform.

  Thanks, 

  The CloudResearch Team

  Customer Answer

  Date: 05/10/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   I have already reached out to the researcher.

   That was my first step before escalating. The "answer" you have provided is vague and does not provide a solution for my account being banned. 

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ******* *********
  
  
  
  
   
  

  Customer Answer

  Date: 05/17/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  As they stated, my account is still banned. And they refuse to reinstate it.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ******* *********
  
  
  
  
   
  

  Business Response

  Date: 05/30/2025

  Hi,

  Please note that the previous two messages contained no additional content. Continuing to dispute this matter will not change the outcome.

  
  Unfortunately, we are unable to grant you access to the site due to our quality and integrity measures. This decision is final and made in line with our policies to ensure a fair experience for all participants.

• Initial Complaint

  Date:04/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint against Cloud Research because they invalidated my account allowing me to take surveys, claiming I have more than one e-mail account, which is against their rules. They also invalidated my husbands account; he may pursue his complaint at a later date.I told them that I do NOT have more than one e-mail account. I have ONE e-mail account ********************** which they validated with my Drivers license and my husband has a separate e-mail which they validated with his Drivers license. I asked ******* ****** (Support Staff of Cloud) to send me the multiple e-mail addresses that they claim I have. She never responded to my request. I do NOT have multiple e-mail addresses so there are no multiple e-mail addresses for her to send me. Furthermore, if Cloud was to search through their bookkeeping records, they would see that no money was ever paid out on these non-existent e-mail *********** husband and I have been very honest and straight up with Cloud right from the beginning. I attached the e-mail to Cloud where I specifically asked them if my husband and I could both have an account with them because we both live in the same household. If this broke ANY of their rules, then my husband would not join their platform. That e-mail is attached to my complaint; it detailed every possible contingency that could cause a problem to avoid this very situation. Cloud assured us that we were following their rules, and we became members in good standing (each of us had a 5 Star Exceptional rating) I have seen this situation before (bank accounts, dentist bills, credit cards) where the computer had a glitch and made a mistake. Computer errors can be fixed but Cloud does not want to take the time and trouble to investigate their COMPUTER ERROR.Their computer made the error, and they are forcing me to pay the price. That is not right. Please mediate this for me to resolve this issue.

  Business Response

  Date: 04/18/2025

  Thank you for bringing this matter to our attention. Weve reviewed the situation and found that both the husband and wife had registered accounts using the same email prefix but different domains (e.g., ************** and ****************** Our system flagged this as a potential duplicate, which led to a temporary suspension of both accounts. Upon further review including a verification of their identification we have confirmed that these are two separate individuals. Both accounts have now been reinstated. We apologize for the confusion and any inconvenience this may have caused.