Author: Paramraj Singh Sondhi

How to Report a Bug
If you experience a technical issue while using the DecenTrialz platform (e.g., broken pages, buttons not responding, profile not updating), you can report it through the following steps:

Steps to report a bug
1. Visit email us directly at support@decentrialz.com
2. Include the following details:
  - A brief description of the issue
  - Your browser name and version
  - Device type (e.g., Android phone, Windows laptop)
  - Date and time the issue occurred
  - Screenshots or screen recordings, if possible
Key Note:
The more details you provide, the faster our technical team can replicate and resolve the issue.
November 3, 2025
Notification Troubleshooting
If you are not receiving email or SMS notifications:

Check these first:
- Your mobile number and email are correct in your profile
- Notifications are enabled under Settings > Notifications
- For emails: Check spam, junk, or promotions folders
- For SMS: Ensure your number is not on Do Not Disturb (DND) lists
Technical considerations:
- Some corporate or institutional email addresses may block system-generated emails
- International numbers may have delivery delays for SMS
What to do next:
- Try switching to a personal email address
- Add support@decentrialz.com to your safe sender list
- If unresolved, contact support with details of the missing message (e.g., date/time expected)
November 3, 2025
Consent Settings
As part of our commitment to data privacy and user control, DecenTrialz allows you to manage your communication and data-sharing consents at any time.

Where to access consent settings
1. Visit Settings > Privacy & Consent
2. Review the consents you’ve previously agreed to:
  - Participation consent
  - Communication consent
  - Data-sharing preferences (for research or analytics use)
You can:
- Revoke or modify consent for communication
- Opt-out from non-essential research-related messaging
- Download your consent history for reference
Key Note:
All consent changes are timestamped and securely stored. Withdrawal of consent does not affect your rights or access to the platform.
November 3, 2025
Managing Email and SMS Preferences
DecenTrialz sends notifications to help you stay updated on your trial matches, eligibility updates, appointment reminders, and platform activity.

How to manage your preferences
1. Log in to your DecenTrialz account using OTP via https://decentrialz.com
2. Navigate to your Profile Settings
3. Select Notification Preferences
4. From here, you can choose to:
  - Enable or disable SMS alerts
  - Manage email frequency (immediate, daily summary, or unsubscribe)
  - Turn off specific notification types (e.g., reminders, new trial matches)
Key Note:
Important notifications related to compliance, data privacy, or urgent trial actions may still be sent even if you unsubscribe from general alerts.
November 3, 2025
Compatible Devices and Browsers
DecenTrialz is designed as a web-first platform and does not currently offer a mobile application. For the best experience:

Supported devices
- Desktop or laptop (Windows or macOS)
- Smartphones and tablets with modern mobile browsers (Android or iOS)
Supported browsers
- Google Chrome (latest)
- Mozilla Firefox (latest)
- Microsoft Edge (latest)
- Safari (latest on macOS/iOS)
Not supported or partially supported
- Internet Explorer
- Outdated versions of browsers
- Devices with very low screen resolution or custom OS/browser combinations
Key Note:
For privacy and security reasons, we recommend always keeping your browser updated to the latest version and avoiding shared or public devices when accessing your account.
November 3, 2025
Website Not Loading or Responding
If you are having trouble accessing the DecenTrialz platform via the website, please try the following steps:

1. Check your internet connection
Ensure your device is connected to a stable internet network. Try opening another website to confirm internet access.

2. Use a supported browser
DecenTrialz works best on the latest versions of:
- Google Chrome
- Mozilla Firefox
- Microsoft Edge
- Apple Safari (macOS only)
Older browsers or Internet Explorer may not render the site correctly.

3. Clear your browser cache and cookies
Temporary data in your browser may interfere with site loading. Clear cache and cookies, then refresh the page.

4. Disable browser extensions
Some ad blockers or security extensions may disrupt the login flow or page functionality. Try disabling them and reloading the site.

5. Try incognito/private mode
Opening https://decentrialz.com in an incognito or private window helps rule out browser-specific issues.

6. Use desktop or mobile browser
Our platform is fully responsive and designed for both mobile and desktop browsers, but may behave differently depending on device settings.

Still having trouble?
If the site is still not loading, please contact support@decentrialz.com with a screenshot of the error, your browser name, device, and time of attempt. This helps us diagnose the issue faster.
November 3, 2025
Updating Your Contact Number or Email
If you’ve changed your mobile number or email and wish to update your login credentials, please follow the secure process below:

Step-by-step update process
1. Send an email to support@decentrialz.com using your current registered email ID.
2. In your message, include:
  - Full name (as registered)
  - Your current contact detail (mobile/email)
  - The new mobile number or email you want to use
  - Reason for change (optional)
3. Our team will verify your request. You may be asked to confirm your identity through a secure method.
4. Once approved, your contact details will be updated and you’ll be notified.
Important Notes
- You cannot update contact info via the website directly. This is a deliberate security measure to protect your account from unauthorized changes.
- Changing your contact information will affect how you receive OTPs and notifications.
- Account update requests are usually processed within 24-48 business hours.
Key Note:
All personal information updates are processed in accordance with HIPAA, GDPR, and international privacy standards. We do not share updated contact details with third parties without your explicit consent.
November 3, 2025
Login Expired or Session Timed Out
All DecenTrialz login sessions are time-limited for user security. If your session times out or the OTP becomes invalid, you’ll be logged out and must restart the process.

Common reasons for login expiration
- OTP not entered within the allotted time window (typically 5 minutes)
- Browser left idle or minimized for too long
- Multiple login tabs or devices used simultaneously
- Session token expired due to inactivity
Steps to fix it
1. Close all browser tabs where DecenTrialz is open
2. Revisit https://decentrialz.com and begin the login again
3. Request a fresh OTP and complete the process within 5 minutes
4. Do not refresh the page or use the back button after entering the OTP
Key Note:
Each OTP is valid for one session only. For your protection, we do not allow re-use of expired or partially used OTPs.
November 3, 2025
Not Receiving OTP for Login
DecenTrialz uses a secure, OTP-only login system, no passwords are required. If you’re not receiving the One-Time Password (OTP), here’s how to troubleshoot:

1. Confirm your contact details
Ensure that the mobile number entered is the same one used during your original registration. The OTP will only be sent to the contact detail on file

2. Wait before resending
After requesting an OTP, wait at least 30 seconds. Then use the “Resend OTP” option. Avoid repeated rapid requests, as this may delay delivery or cause a temporary block on sending you another OTP.

3. Check your device or inbox
- For mobile OTPs: Ensure your phone has a strong signal and is not in airplane mode.
4. Use a supported browser
Our login flow works best on Chrome, Safari, Firefox, or Edge. Outdated or unsupported browsers may block OTP actions.

5. Try another network
Sometimes, firewalls or local settings in offices, hospitals, or public Wi-Fi may block OTP emails or SMS. Switching to a mobile hotspot or private network can help.

Still not receiving your OTP?
Please contact our support team at support@decentrialz.com. Include your registered name, contact number or email, and a brief explanation of the issue. We will investigate and assist you securely.

Key Note:
For security reasons, OTPs are time-bound. Once expired, they cannot be reused, and a new OTP must be requested.
November 3, 2025
Explaining Pre-screening vs. Trial Enrollment
A key point of confusion for many patients is the difference between pre-screening and full trial enrollment. As an HCP, you can help clarify this distinction to set appropriate expectations.

Pre-screening
- Happens online or via phone
- Gathers basic medical and demographic information
- Determines preliminary eligibility
- Does not guarantee enrollment or participation
Trial Enrollment
- Occurs only after full informed consent
- Requires in-person assessments at a research site
- Involves official documentation and trial procedures
Use plain language like: “Pre-screening is like checking your basic fit for a study. Enrollment comes later, after all the details are discussed with the trial team.”

Key Note: DecenTrialz supports only the pre-screening process. Final enrollment decisions and medical oversight are handled directly by the research site or sponsor.
November 3, 2025