User's blog

Category: Technical Support

  • Exporting Your Data

    You may request a copy of your personal information stored on the platform. This supports your right to transparency and control over your own data.

    How to request data export

    1. Email support@decentrialz.com with the subject line: Request for Data Export
    2. Include:
      • Your registered contact information
      • What data you would like exported (e.g., screening history, matched trials)

    Once your identity is verified, we will provide you with a secure, downloadable file of your data in a readable format (e.g., PDF or CSV) within 5–7 business days.

    Key Note:
    Data export includes only the information stored in your account profile and screening submissions. It does not include data from research sites or external trial partners.

  • Data Deletion Requests

    Participants and registered users have the right to request deletion of their personal data from the DecenTrialz platform. This includes contact information, pre-screening responses, and any associated profile details.

    How to request data deletion

    1. Send an email to support@decentrialz.com with the subject line: Request for Data Deletion
    2. Include the following in your message:
      • Your registered phone number and email address
      • Reason for deletion (optional)
      • Confirmation that you understand the consequences (e.g., loss of trial progress or referral history)

    Once your request is verified, we will begin processing the deletion. You will receive a confirmation email when the process is complete.

    Key Note:
    Data deletion is permanent and cannot be reversed. Please note that for regulatory compliance and research integrity, some anonymized or de-identified data may be retained in historical audit logs or as part of completed research analyses, as permitted by law.

  • Response Timelines

    DecenTrialz is committed to timely technical support. Here are our standard response windows:

    Severity LevelExample ScenarioInitial Response TimeExpected Resolution
    Critical (Platform down)Website not loading, login blockedWithin 2 hours12–24 hours
    High (User blocked)Cannot complete pre-screeningWithin 4 hours24–48 hours
    Medium (Bug affecting UX)Button not working, UI glitchWithin 12 hours2–3 business days
    Low (Cosmetic issues)Minor typos, color issuesWithin 24 hours3–5 business days

    Key Note:
    These timelines apply during business hours (9:00 AM–6:00 PM EST, Monday to Friday). Reports submitted over weekends or holidays may experience slight delays.

  • Escalation Process

    If your reported issue remains unresolved or is urgent (e.g., blocking trial access, preventing pre-screening submission), you may request escalation.

    Escalation process

    1. Submit a standard bug report as outlined above
    2. Mention the issue severity (e.g., “URGENT: Blocking login”) in the subject line
    3. If no resolution is provided within 48 hours, your case will automatically be escalated to a senior technical team member

    You will receive:

    • An acknowledgment email with a ticket number
    • A direct point of contact from the support team for further updates

    Key Note:
    Escalation does not guarantee an immediate fix but ensures faster prioritization within our internal support queue.

  • 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.

  • 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)

  • 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.

  • 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.

  • 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.

  • 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.