Frequently Asked Questions

Membership

What is the THX app?

With the THX app you collect points by participating in media and consumer research in the form of questionnaires and automatic media measurements. The THX points can be used for buying gift cards and you also have the chance on winning great prizes in one of our prize draws by active participating! You can also put your points in the THX Giving box, from where we support several good causes. By participating in the research you help brands and businesses to better align their products and services with consumers.

How do I earn points?

You can collect points by filling short questionnaires where we ask for your opinion on various topics. You can also collect points by participating in our media research. We distinguish our TV & Radio research and our Outdoor research. You will automatically receive points for every hour you have these measurements on. And finally you can earn points by completing your profile. For every question you receive points.

What can I do with my points?

The THX points can be used for buying gift cards and you can also put your points in the THX Giving box, from where we support several good causes. Furthermore, by actively gaining points you also have the chance on winning great prizes in one of our prize draws!

How long will my points be valid?

Your points won’t expire as long as your account is active.

Why my points won’t update?

Try to refresh the page by swiping down or close and re-open the app.

Is my phone number necessary with sign-up?

No, this is optional. It can be handy when we need to reach out if you won a prize.

Why I don’t receive my verification code?

Please double check if the email address is right and wait a bit longer (in case of system delay). When you still have no verification code after half an hour, please hard close (so it is not open in the back) and re-open the app and start over the sign-up. If you still encounter sign-up problems then contact our support.

How can I retrieve my password?

Tap the ‘forgot your password’ link below the sign in form. Enter your username and you will receive a verification code by email. Type this verification code and your new password in order to change. When you do not remember your username, please contact support@thx.community.

How do I unsubscribe?

When you delete the app you won’t be involved in any kind of research. If you need your full account to be deleted, please contact support.

How often will I be invited to participate?

We send you several invites to participate in new questionnaires or the media research by push notifications. The frequency is dependent on the number of available questionnaires and if you already participate with the media research. At all times you can turn off push notification in the settings of the app.

What happens to my personal information?

The information you find in your account or the data you share via media research is only used for consumer research purposes. We generate audience groups from the profile information and analyse questionnaire results or media research results by these groups. Never will your personal information be reported or shared with others.

Where am I able to update my personal details?

You can update your personal information any time on your account page in the app. Over time we also add new profile questions for you to fill.

What is the extra research via email about?

Besides the surveys in the THX app you can also sign up for extra research we send via email. We need the opinion of you and others on a daily base. By expressing your opinion within our email questionnaires you can help brands and organizations to fit their business to the needs of the consumer.When you first sign in to the THX app you see a tile on homescreen where you can sign up for extra research via email. When you sign up you will receive additional questionnaires by email on a regular base. If you are already signed up to this extra research you won’t see the tile on homescreen. When you sign up for this extra research you do not only earn 500 THX points, but you also have extra chance on winning great prizes.

Why don’t I receive any invitations by email?

Are you sure you signed up for this extra research? If you still see the tile on your homescreen in the app, it means that registration wasn’t completed. Furthermore it is important to note that email invitations will be send to the same email address as you used for your THX account. It might take some days before you receive your first invite by email. When you didn’t receive anything in more than a week, please contact support.

My Account

How can I change my profile info?

At your account page you can see the profile information below your profile picture/avatar listed in categories. There are several questions within each category for you to complete your profile information. For each question you earn points and the number of points is indicated with each question.

Do I get points for changing profile info?

No, unfortunately we can not give points for changing profile information because this is susceptible for fraude. We might ask you to check (and change) profile info in the future for new points. In the meantime always keep an eye on your profile completion status, because we add new profile questions over time for you to fill and earn extra points.

Can I change my profile picture?

No, at this moment you can not yet change this. We have this planned for a future update.

Where can I change my email?

If you need to change email, please contact support and we will change this for you.

Media research

What is the radio/tv research about?

We would like to know if a certain program is being watched / listened to or if a certain commercial is being watched / heard. For this we use an audio fingerprinting technique which uses audio to recognize certain content. You earn points for every hour you participate in this research,you don't have to do anything else! You can turn the measurement on or off at any time within the app.

Why is microphone access needed for radio/tv research?

It is needed for the automatic content registration technique which uses audio to recognize certain content. How it works is that a unique audio fingerprint is made based on a few audio samples, which is then matched with our database. If there is a match with content we have in our database (which are commercials for the most part), then a content interaction will be registered. It is important to mention that this technique uses audio for real-time matching, which means that no audio is stored! The audio fingerprint is also a small data file and by no means a media file that can be listened to.

Do you record and store all audio?

No, we do not store audio but use audio to generate the audio fingerprint and a live match with our database. When there is a match with the content that is present in our database, then a content interaction is stored but not any audio!

How do I turn on/off radio/tv research?

For Android you will see a tile on homescreen for the outdoor research. Slide the toggle to turn measurement on. You need to accept location sharing permission for this. After you turned on outdoor research you earn points for every hour it’s on and the tile disappears from homescreen. To turn outdoor research off you need to go to settings and slide the toggle off. For iOS you will receive a request by popup permission when first signed up. If you did not accept or turned measurement off you can see a tile on your homescreen from where you can always turn outdoor research (back) on. If you turn it on from the tile, you will be send to your phone settings where you need to turn on location sharing. After you turned on outdoor research you earn points for every hour it’s on and the tile disappears from homescreen. When you want to turn off the outdoor research you need to go to the settings and slide the outdoor research off.

What is the outdoor research about?

We would like to know if people pass by certain outdoor advertisements or stores. For this you need to enable location sharing in the app. You earn points for every hour you participate in this research, you don't have to do anything else! You can turn the measurement on or off at any time within the app.

Why is location sharing needed for outdoor research?

It is needed to measure the reach of specific points we are interested in among consumers. Most of the time this is about outdoor advertisement locations or stores. When you passed by any of these points a location interaction is stored.

Do you follow everywhere I go?

Although we track your location, it is only used to cross match this with specific points we are interested in. Most of the time these are locations where certain advertisements where placed or stores. When you passed by any of these points a location interaction is stored. We use these to report on consumer level and never individually. We do not use any other remaining location data and the results are never shared with others.

How do I turn on/off outdoor research?

For Android you will see a tile on homescreen for the outdoor research. Slide the toggle to turn measurement on. You need to accept location sharing permission for this. After you turned on outdoor research you earn points for every hour it’s on and the tile disappears from homescreen. To turn outdoor research off you need to go to settings and slide the toggle off. For iOS you will receive a request by popup permission when first signed up. If you did not accept or turned measurement off you can see a tile on your homescreen from where you can always turn outdoor research (back) on. If you turn it on from the tile, you will be send to your phone settings where you need to turn on location sharing. After you turned on outdoor research you earn points for every hour it’s on and the tile disappears from homescreen. When you want to turn off the outdoor research you need to go to the settings and slide the outdoor research off.

Why do I keep getting the media research interruption notes?

There are two ways the automatic media research measurement is interrupted: 1) when you hard close the app, 2) when an other app is using audio (for example you are called). When this happens the app will automatically send you a push notification that media research is interrupted and you also stop earning points. In order to turn measurement back on you need to tap the push notification or just bring the app back to the front.

How do I turn on/off the push notifications for the media research?

If you do not want push notifications regarding media research, you need to go to settings and turn off the media research push notes.

Why are the tiles for radio/tv research and/or location research missing on homescreen?

This is because they have status ON. When you turn this research off from settings the tiles re-appear on homescreen.

How many points do I get for the media research?

You receive points for every hour the measurement is turned on. At this moment you receive 1 point per hour for radio/tv research and 1 point per hour for outdoor research.

It seems like I do not receive points for media research. What is going on?

You receive points for every full hour the measurement is turned on. Are you sure the media research is on? You can always check status at settings. The radio/tv research and outdoor research toggles need to be on. Sometimes the system needs some time. Try to refresh the homepage by swiping down or hard close and re-open the app. If you keep on having problems, please contact support.

Opinion

How can I find more surveys to participate in?

You can find all open surveys in the Opinion section of the app. As soon as a new survey is available you will receive a push notification. If you want even more surveys to participate in you can also sign up for receiving additional questionnaires via email. If you haven’t already signed up for this extra research, you will find a tile on your homescreen of the app from where you can sign up.

I can’t see the survey listed on the Opinion page?

It might be that the total number of responses for this surveys is reached and the survey is closed. Don’t worry, there will be a lot more questionnaires for you to fill. You will be notified when a new questionnaire is available. When you already filled the questionnaire, the survey will disappear from the list.

How many points do I earn with the surveys?

The number of points you can collect is indicated with each survey.

Why my points won’t update after I filled a survey?

Sometimes the system needs some time. Try to refresh the homepage by swiping down or hard close and re-open the app. If you keep on having problems, please contact support.

What happens with my answers?

We analyse the total response of the questions of all participants to gain insights in consumers thoughts and behavior. Brands and businesses use these insights to optimize their products, communication and services. We never share or report answers on an individual level, but always on population scale.

What about the privacy of my given answers?

We analyse the results in total and not on individual level. We never share or report answers on an individual level, but always on population scale.

Why I don’t get notifications for new surveys?

You probably have the push notifications turned off. You can change this in the settings section of the app.

How do I turn on/off the push notifications for surveys?

You need to go to the settings section of the app and slide the opinion push notes to on/off.

THX GIVING

How does the THX Giving work?

You can give away your collected points in the THX Giving box, from which we support various good causes. In the app you can see various THX Giving Boxes each collecting for a different good cause. You can choose where to give your points. In the app you can see how many THX points we already collected together in the THX Giving Box. At the end of the donation period or when the target amount is reached, the THX points are turned into a money donation to the good cause that we support.

When are the points turned into a donation?

This depends. It can be a charity collection for a month or longer or when a specific amount is reached. This will be communicated with each charity. After the period is closed, the THX Giving box for this charity will be turned into a money donation by us. The box then will be closed or emptied for a new collection.

What is the value of giving away my THX points?

Every 200 points has the value of 1 euro so you can give away in numbers of 200 points unless this is communicated differently. You can see how many points we collected together for a each charity and in total.

Why is the THX Giving box in points and not money?

We are not allowed to include a real donation to charity from within the app. That’s why we let our users give away their THX points, so we can turn this into a donation outside of the app.

Is there a limit for giving away points?

For every charity we will set a target amount. You can give away as many points as you have during the period the collect is open or what is left to reach the total amount. If the total amount is reached we will turn this into a donation for this charity. We can also decide to expand the collect when target is reached and raise even more. This all will be visible in the app.

Why I don’t get notifications for new charities?

Do you have the push notifications turned on? You can change this in the settings section of the app.

How do I turn on/off the push notifications for the charities?

You need to go to the settings section of the app and slide the charities push notes to on/off.

Gift shop

How do I know when I can buy a gift card?

You can check your points balance at your homescreen. When you go to the gift shop section you see all the available gift cards and how many points you need to buy one. When your balance is sufficient the Buy button turns green so you can place an order.

How is the order process working?

When you place an order from within the app you will receive a confirmation email. Your order is then handled by us and it can take up to 10 business days before you receive your gift card (dependent on availability).

How long will it take for my order to arrive?

Dependent on availability, it can take up to 10 business days before you receive your gift card.

What to do when I don’t receive my order?

Did you receive a order confirmation email? If so than your order is received and handled. Please be patient, it can take up to 10 business days before you receive your gift card. If you still didn’t receive your gift card after this 10-day period, please contact support.

How many gift cards can I order?

For most of the gift cards this is unlimited. You can order as much as you can with the balance of your THX points. It can happen that we have a limitation for exclusive offers. This will be indicated in the app.

How will the gift card be send?

It will be an e-voucher send to the email of your THX account.

Will there be more shops available to choose from?

Will there be more shops available to choose from?

Prize draw

How do I compete with the prize draws?

You automatically compete with the prize draws when you actively collected THX points in the period of the prize draw in question by participating in the app’s research.

What happens when the draw date arrived?

When the moment of the prize draw has arrived, the app will automatically draw a winner. The winner will receive an email with further information.

How do I know I/who won?

When you won you automatically receive an email with further information or instructions. The winner will also be announced in the app (go to the closed prize draws to find out who won).

Can it be a prize draw period is/will be extended?

Yes, this might occur if there where too little users who met the criteria and earned enough points during the prize draw period. The lottery will then be extended but never cancelled.

Why I don’t get notifications for new prize draws?

Do you have the push notifications turned on? You can change this in the settings section of the app.

How do I turn on/off the push notifications for the prize draws?

You need to go to the settings section of the app and slide the prize draw push notes to on/off.