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Smartphone Study: FAQs & Contacts

Nielsen

Welcome to our Frequently Asked Questions section! Please click on the category below that best fits your question. If you have a question that is not addressed in our FAQ's, please feel free to contact us at:

Support Email Address

E-mail: mobilepanelsupport@nielsen.com

Jump To:

PARTICIPATION IN NIELSEN MOBILE

Q. Who is Nielsen?

A. The Nielsen Company is the world's leading provider of marketing information, audience measurement and business media products and services. Through our Mobile Panel and other information services, we help the mobile industry build content, services and applications that consumers want by providing the industry with the best information on consumers.

Q. What is the purpose of the Mobile Panel?

A. The Mobile Panel is designed to help the mobile industry understand how consumers use their mobile devices, services and content. The panel produces usage information that the industry uses to build, plan and manage their mobile offerings to consumers. The panel gathers this information through an application that runs silently and transparently in the background of your mobile phone. This application allows us to measure how you use the phone, including your usage of websites, applications, calling, messaging and other phone utilities. We do not listen to or record your communications and we will not release your personal information to third parties for marketing purposes (click here for complete details on the Membership Agreement; click here for complete details on the Privacy Policy).

Q. Why should I join?

A. At Nielsen Mobile, we're all about understanding mobile trends - the types of applications you use, the content you view and listen to, as well as the websites you visit on your phone, tablet, e-reader, or other registered mobile device. Your everyday activities as a panelist will help us understand how people use their mobile devices.

It doesn't matter if you use your mobile device a lot or a little or how you use it, the information on your usage is important to us and a valuable contribution to our research!

Plus, you will be rewarded for your participation! All active members will receive up to $50 per year in Nielsen Mobile Rewards points for participating in the panel! Please see the Rewards section for more details.

Q. What type of data is being collected?

A. The application measures general usage of your phone , tablet, e-reader, or other mobile device. For example, we collect information on:

  • The type, name and use of applications and games
  • The address and content of the websites you visit
  • The date and duration of the websites you visit
  • The date, time, and duration of phone calls, but not details on the phone numbers you call or receive calls from
  • The date, time, and short codes or phone numbers that you send text/picture messages to or receive text/picture messages from
  • The battery and network performance of your phone, including signal quality readings, wireless protocol, and information on failed calls
  • The file names, types, and files sizes on your phone, but not the contents of the files
  • Periodic measurement of your location through GPS (if this functionality is available on your device)

We do not listen to or record any of your phone calls. We also do not examine, store, or record any of the content of text or picture messages you send or receive. In addition, we cannot and do not read any of the contents of your other files or email messages.

Q. Why do you collect my personal information? Do you share it with anyone?

A. We need your personal information in order to fulfill your rewards. As an active member, you will receive Nielsen Mobile Rewards points worth up to $50 per year. Please see the Rewards section for more details. In addition, we use your demographic information for the reporting of usage by demographic categories. None of your personal or individual usage information will be shared with third parties for marketing purposes.

Q. What is your privacy policy?

A. Our privacy policy is available here http://mobilepanel.nielsen.com/enroll/privacy.do

Q. How long do I have to participate?

A. You can opt out of the panel at any time. If you choose to opt out, we will stop measuring the activity on your device by instructing the application to stop collecting and reporting data. We will also provide instructions on how to uninstall the dormant application. Once you've opted out, you will no longer be eligible to receive Nielsen Mobile Rewards points.

Q. Does the measurement software work on every mobile device?

A. No, it only works on certain mobile devices. Please check the enrolment page here for details on specific devices.

Q. I have a different phone/OS than what you currently support. When will I be able to participate?

A. We are working on support for other devices. If you go to the Join Now page and select "can't find my device," you will be taken to a form where you can submit your device, and we will contact you when your device is supported.

Q. How can I find my phone's IMEI number?

A. To get your phone's IMEI, please press *#06#.

Q. Will I get charged when I download the application or enroll in the panel? How much data traffic does the application generate?

A. The application works by collecting usage information and sending encrypted logs over a secure cellular or Wi-Fi connection (https). The size of these log files will vary depending on your phone use. For a typical user, the logs will result in a transfer of approximately 85 KB per day. In addition, when you download and activate the application, it will download a file that is 299 KB for Android or 872KB for Windows Mobile and for registered cell phones, will produce two SMS messages for downloading/activation. The SMS messages and use of the cellular network may result in billable charges from your mobile operator depending on your rate plan. Please check your plan if you are unsure.

Q. How do I update my profile/email address?

A. Log in to http://mobilepanel.nielsen.com and go to My Account. Click on "Edit" next to "My Profile." This will allow you to change your personal information. Note: Since your email address is also your username, updating your email address also updates your username. You will need to use your new email address when you log onto the site in the future.

Q. How do I cancel my participation?

A. Log in to http://mobilepanel.nielsen.com and go to "My Account". Click on "Opt Out Panel". This will walk you through the cancellation process.

Q. How do I stop receiving emails about the research panel?

A. Go to http://mobilepanel.nielsen.com and go to "Email Opt Out" link at the top of the page. Enter your email address and submit. You will no longer receive any emails from the Mobile Panel support team.

NIELSEN MOBILE SOFTWARE

Q. What is the Nielsen Mobile software?

A. The Nielsen Mobile software is an application that runs silently and transparently in the background of your mobile device. It collects data on your use of applications, mobile web and other services (see What type of data is being collected) for the purpose of market research. On a daily basis, the system will automatically upload the encrypted log files from the meter application on your mobile device to a server via secure cellular connection or Wi-Fi (https).

Q. What are you going to do with this data?

A. The collected data will be used to produce research reports and analyses. These reports and analyses are used to build, plan and manage the next generation of of mobile products and services. None of your personal or individual usage information will be shared with third parties for marketing purposes.

Q. How do I get started?

A. Click on this link to make sure your mobile device qualifies: https://mobilepanel.nielsen.com. If qualified, click on "Join Now" tab. The registration process will take a few minutes and involves filling out a quick profile and downloading our application.

Q. Is the measurement software available for my mobile device?

A. The measurement software only works on certain mobile devices. To find out what devices are currently able to participate in Nielsen Mobile, click here.

Q. Will the application interfere with my device's performance?

A. No. The application runs transparently on your mobile device and will not interfere with its performance.

Note for T-Mobile users: If you experience problems with MMS services please make sure that you use the APN internet2.voicestream.com in your device MMS configuration settings. Other APN server configurations may cause MMS delivery problems.

INSTALLATION AND UN-INSTALLATION FOR ANDROID PHONES

Q. How do I download and install the application?

A. First you need to sign up for Nielsen Mobile by clicking on the "Join Now" tab or visiting https://mobilepanel.nielsen.com. The registration process will take a few minutes and involves filling out a quick profile. After you're done with the registration process, you will need to download the Nielsen Mobile App from Google Play

1.       You can do this from your device by searching for 'Nielsen Mobile App' within the Google Play application on your device.

device-2011-12-13-143929.png

2.       Once the installation has completed, you will find the 'Nielsen Mobile App' in your applications list. You will need to click on the Nielsen Mobile icon to start it for the first time.

3.       The Application will ask you to "Accept" the Software License Agreement / Privacy Policy. Review the Agreement and Click "Accept".

device-2011-12-13-144830.png

4.       Once you have reviewed and accepted the Software License/Privacy Policy, the installation will prompt you to install the 'Nielsen Mobile App Manager'. This is a small, secure program that helps the Nielsen Mobile App, and is required to join Nielsen Mobile.

device-2011-12-13-145137.png

5.       Before installing the Nielsen Mobile App Manager, the setting to allow unknown sources must be checked (enabled).

a.       If this setting is disabled, the Nielsen Mobile App will prompt you to enable the setting to proceed.

device-2011-12-13-145256.png

b.       Pressing the OK button will launch the settings application to allow you to enable this setting.

device-2011-12-13-145236.png device-2011-12-13-145243.png device-2011-12-13-145708.png

c.       If for some reason you don't have this setting, please contact the help desk for additional instructions on how to proceed at: mobilepanelsupport@nielsen.com

6.       Press the Install button to begin the installation of the Nielsen Mobile App Manager.

device-2011-12-13-145926.png device-2011-12-13-150044.png

Once the installation is complete, press the Done button.

7.       Now, you will be asked to input your username and password. The username is the email address you provided during the enrollment process. The password is the same password you used for your account in the enrollment process.

device-2011-12-13-150136.png

8.       Once you have input the correct information you will see the Active UI.

NMM_App_Active.png

9.       That's it! The Nielsen Mobile App is now installed on your device.

Q. How do I contact the help desk?

A. Once the Nielsen Mobile App is installed, you can contact the help desk by launching the Nielsen Mobile App, and then clicking on the 'Email our help desk' link. This will launch the email application of your choice.

device-2011-12-13-150943.png device-2011-12-13-152115.png

You may type any additional information in the body that you feel will help in resolving your request. You will notice that the email 'To' field is already populated with the correct email address and there is an attachment included. Please do not delete either of these before pressing the send button.

Q.Un-installation instructions for Android

A. Before uninstalling the Nielsen Mobile App, please login to your account and press the 'Opt Out of Panel' tab. By pressing the Continue button, you will then be opted out of the panel and will no longer receive Nielsen Mobile Rewards points.

Once you have opted out, you can uninstall the Nielsen Mobile App from the settings application. Click on Applications and then Manage Applications and look for the Nielsen Mobile App.

device-2011-12-13-152952.png device-2011-12-13-152959.png device-2011-12-13-153014.png

Find and click on the Nielsen Mobile App to begin the uninstall process.

Once the Nielsen Mobile App is uninstalled, you will automatically be asked to uninstall the Nielsen Mobile App Manager.

Q. The Nielsen Mobile App does not state Active. What do I need to do?

A. The Nielsen Mobile App will prompt you with the appropriate action you need to take to resolve the issue.

1.       If you did not install the Nielsen Mobile App Manager, then you will be shown this screen:

device-2011-09-30-151413.png

Please click the Install button to begin the process to install the Nielsen Mobile App Manager.

2.       If you see the following UI notice, please press the HELP button to email the help desk in order to resolve the issue and continue earning Nielsen Rewards points.

device-2011-12-13-154522.png

3.       If you are inactive, you will see the following screen. While you are inactive, you are not an active member of Nielsen Mobile and not earning Nielsen Rewards points. Please press the HELP button to email the help desk in order to resolve the issue and continue earning Nielsen Mobile Rewards points.

device-2011-12-13-154436.png

Q. Can I use my Android tablet for the panel?

A.Yes! We now support tablet devices running Android Honeycomb and newer releases.

Q. I have upgraded my device and want to remain in the panel. What do I need to do?

A. Congratulations on your new device! All you need to do is follow the installation process on the new device. During the sign in process, we will automatically detect the new device and update our records. Now, your new device is assigned to your account.

Q. Can I have multiple devices registered with Nielsen Mobile?

A. At this time, you may only have one device registered with Nielsen Mobile. If you have more than one active device with the Nielsen Mobile app/profile installed, this will cause an error, and we will ask you to uninstall the app/profile from one of your devices. You will only earn rewards for one installed device.

 

INSTALLATION AND UN-INSTALLATION FOR KINDLE FIRE

 

Q. How do I download and install the application on my Kindle Fire?

A. First you need to sign up for Nielsen Mobile by clicking on the "Join Now" tab or visiting https://mobilepanel.nielsen.com. The registration process will take a few minutes and involves filling out a quick form. After you're done with the registration process, you will need to download the Nielsen Mobile App from the Amazon Appstore.

1.       You can do this from your device by searching for 'Nielsen Mobile App' from the Amazon Appstore on your Kindle Fire.

device-2011-12-13-145926.png device-2011-12-13-150044.png

2.       Once the installation has completed, you will find the 'Nielsen Mobile App' in your Apps list. You will need to click on the Nielsen Mobile icon to start the app the first time.

3.       The app will ask you to "Accept" the Software License Agreement / Privacy Policy. Review the Agreement and Click "Accept".

device-2011-12-13-144830.png

4.       Once you have reviewed and accepted the Software License/Privacy Policy, the installation will prompt you to install the 'Nielsen Mobile App Manager'. This is a small, secure program that helps the Nielsen Mobile App, and is required to join our panel.

device-2011-12-13-145137.png

5.       Before installing the Nielsen Mobile App Manager, the setting to allow unknown sources must be checked (enabled).

a.       If this setting is disabled, the Nielsen Mobile App will prompt you to enable the setting to proceed.

device-2011-12-13-145256.png

b.       Pressing the OK button will launch the settings application to allow you to enable this setting.

device-2011-12-13-145236.png device-2011-12-13-145243.png device-2011-12-13-145708.png

c.       If for some reason you don't have this setting, please contact the help desk for additional instructions on how to proceed at: mobilepanelsupport@nielsen.com

6.       Press the Install button to begin the installation of the Nielsen Mobile App Manager.

device-2011-12-13-145926.png device-2011-12-13-150044.png

7.       Once the installation is complete, press the Done button. Now you will be asked to input your username and password. The username is the email address you provided during the enrollment process. The password is the same password you used for your account in the enrollment process.

device-2011-12-13-150136.png

8.       Once you have input the correct information you will see the Active UI.

NMM_App_Active.png

9.       That's it! The Nielsen Mobile App is now installed on your Kindle Fire.

Q. How do I contact the help desk?

A. Once the Nielsen Mobile App is installed, you can contact the help desk by launching the Nielsen Mobile App, and then clicking on the 'Email our help desk' link. This will launch the email application of your choice.

device-2011-12-13-150943.png

You may type any additional information in the body that you feel will help in resolving your request. You will notice that the email 'To' field is already populated with the correct email address and there is an attachment included. Please do not delete either of these before pressing the send button.

Q. Un-installation instructions for Kindle Fire

A. Before uninstalling the Nielsen Mobile App, please login to your account and press the 'Opt Out of Panel' tab. By pressing the Continue button, you will then be opted out of the panel and will no longer receive Nielsen Mobile Rewards points.

Once you have opted out, you can uninstall the Nielsen Mobile App from the settings application. Click and hold the Nielsen Mobile App and look for the popup, then click on Remove from Device in the popup.

device-2011-12-13-152952.png device-2011-12-13-152959.png device-2011-12-13-153014.png device-2011-12-13-153014.png

Once the Nielsen Mobile App is uninstalled, you will automatically be asked to uninstall the Nielsen Mobile App Manager.

Q. The Nielsen Mobile App does not state Active. What do I need to do?

A. The Nielsen Mobile App will prompt you with the appropriate action you need to take to resolve the issue.

1.       If you did not install the Nielsen Mobile App Manager, then you will be shown this screen:

device-2011-09-30-151413.png

Please click the Install button to begin the process to install the Nielsen Mobile App Manager.

2.       If you see the following UI notice, please press the HELP button to email the help desk in order to resolve the issue and continue earning Nielsen Rewards points.

device-2011-12-13-154522.png

3.       If you are inactive, you will see the following screen. While you are inactive, you are not an active member of Nielsen Mobile and are not earning Nielsen Mobile Rewards points. Please press the HELP button to email the help desk in order to resolve the issue and continue earning Nielsen Mobile Rewards points.

device-2011-12-13-154436.png

Q. I have upgraded my device and want to remain in the panel. What do I need to do?

A. Congratulations on your new device! All you need to do is follow the installation process on the new device. During the sign in process, we will automatically detect the new device and update our records. Now, your new device is assigned to your account.

Q. Can I have multiple devices in the panel?

A. At this time, you may only have one device registered with Nielsen Mobile. If you have more than one active device with the Nielsen Mobile, this will cause an error, and we will ask you to uninstall the app/profile from one of your devices. You will only earn rewards for one installed device.

 

SET UP AND UN-INSTALLATION FOR iPHONE, iPAD AND iPOD TOUCH

 

Q. How do I do the set up for Apple devices?

A. The instructions vary depending on whether you are installing on a Wi-Fi + Cellular device or a Wi-Fi only device.  

For Wi-Fi and Cellular devices there are TWO steps you have to follow to become a full member:  

  1. Install the Nielsen profile attached in the confirmation email you received when you registered. This will set up your cellular connection.   
  2. Set up at least one of the Wi-Fi networks (or "hotspots") you use frequently, and during the process you must be connected to the network you are setting up. This will ensure that you remain active and therefore keep receiving points.
  1. Installing the Nielsen profile for cellular connection:  
  2. Once you've registered to join the Nielsen Mobile Panel, your Nielsen profile will be sent to you as a file attached to an e-mail; open the e-mail from your mobile device and you'll be able to install it with just a few clicks:  

    1. Open your confirmation e-mail from Nielsen on your Apple device. 
    2. Open the profile attachment by tapping on it. A separate link is also provided to download the profile in case you are unable to open the attachment. PLEASE NOTE THAT iPhones and iPads use different profiles that are not compatible; accordingly, it is important to check the profile description after opening it to make sure you have the right version. (If you do not, please cancel the installation and e-mail mobilesupport@nielsen.com for next steps.) Tap on "Install"  
    3. You will see a pop-up asking you to install the profile; tap on the "Install Now" button. 
    4. You will see "Profile Installed". Tap the "Done" button, then press the HOME button and you're all done!  

    TIP! You can double-check to make sure the Nielsen profile was successfully installed by going to the "Home" screen, then selecting "Settings" and then "General". Scroll down to find the "Profile" entry, and tap the "Nielsen" profile listing.

    Note for T-Mobile users: If you have the profile provided by T-Mobile installed on your iPhone (as opposed to manually setting up your T-Mobile service), the Nielsen Mobile profile will not install. Additionally, when installing the Nielsen Mobile profile, existing MMS and tethering settings may be erased. These settings can be restored by manually re-entering the MMS and tethering settings again. There is currently no support for the iPad on the T-Mobile network.


  3. Entering the Nielsen settings for Wi-Fi connection(s):  
  4. To be a full member of the Nielsen Mobile Panel, it is crucial that you also change the settings for at least one of the Wi-Fi networks (or "hotspots") you use frequently. This could be your home Wi-Fi network, your work Wi-Fi network or your favorite coffee shop's Wi-Fi network, for example. You should follow this process while your mobile device is connected to the specific network you want to set up. You will need a URL provided within the confirmation e-mail sent to you after you registered in order to complete the installation. (If you have misplaced the email, please contact our support team on mobilesupport@nielsen.com).  

    1. Connect to the Wi-Fi network you'd like to set up (for example, your home Wi-Fi network). 
    2. Look for the network by tapping Settings->Wi-Fi (choose the name of the Wi-Fi network you are on).  
    3. Tap on the blue arrow at the end of the line with this network's name. 
    4. Scroll to the bottom of the screen and tap on "Auto" under "HTTP Proxy".  
    5. Enter the URL which we sent to you in your welcome e-mail. Note that you must enter this URL completely and exactly as it appears; you may wish to copy and paste it from the e-mail you received by using a long tap on the URL, selecting "Copy", then going back to the Settings form field, long tapping again, and selecting "Paste".  
    6. The final step varies by device type:  
    7. a. For iPhone, tap "Return" on the keyboard, then press the HOME button. 

      b. For iPod Touch, tap the "Wi-Fi Networks" button on the upper left of your screen to exit, then press the HOME button. 

      c. For iPad, tap on the Hide-Keyboard button (see below), then press the HOME button. 

    Once you complete this final step on your device, you're done!

    TIP! Want to see if your Nielsen setup is working?

    You can check to make sure your Nielsen profile/settings are working properly at any time – and ensure you're qualifying to earn rewards! Simply make sure you’re connected through the network you would like to test (whether it is cellular EDGE/3G or Wi-Fi) and please click the link provided to you in your installation e-mail. If you see "SUCCESS", then you're all set! If you receive an error message, try refreshing the page by hitting "Reload" from within the Safari browser. If the error continues, please contact Nielsen for further assistance. Note that you must use Safari, not another browser, to test your connections.

 

Q. How do I uninstall the profile for Apple devices?

A. You can uninstall the Nielsen Mobile profile at any time by following the instructions below. You will need to go through the uninstall process separately for each network you originally set up. Note that once you uninstall, you will no longer be eligible to receive Nielsen Mobile Rewards points. 

 

Uninstall the Nielsen Mobile Profile:

Begin by displaying the Home screen on your Apple device: 

  1. Tap Settings->General->Profiles.
  2. Select the Nielsen profile and tap [Remove].
  3. Tap [Remove] on the confirmation dialog and wait for the profile to be removed.
    -For iOS 6 users: To finalize the uninstall, please go to Settings->General->Reset->Reset Network Settings
  4. For all other iOS users: Wait for the profile to be removed, then power off and restart your Apple device.

*Note for iOS 6 users: By clicking [Reset Network Settings], all existing WiFi connection information will be lost and must be reconfigured.

Note for T-Mobile users: After uninstalling the Nielsen Mobile profile, your MMS and tethering settings may be lost. These settings can be restored by manually re-entering the MMS and tethering settings again.

 

Q. How can I tell if the profile has been properly installed?

A. To check to see if the Nielsen Mobile profile was successfully installed and confirm that you are active, please click the link provided to you in your installation email. You must be connected to the web via cellular networks (NOT WiFi) to check your status. 

 

REWARDS

Q. How do I get rewarded? How much do I receive?

A. To show our appreciation for joining the Nielsen Mobile Panel, we offer a points-based reward system which allows you to save up points that can be redeemed for great prizes! By participating in Nielsen Mobile, you will automatically earn points worth up to $50 per year. Once you create your account, you can go to http://www.nielsenmobilerewards.com and use your new username and password to login and see the products available to members.

Q. I'm having a problem with my rewards. Who can I contact?

A.Click on the "Contact Us" link in the bottom of the page. You will be able to submit your question about incentives via email.

Q. None of these FAQ's have answered my question. What should I do now?

A. Click on the "Contact Us" link in the bottom of the page. You will be able to submit your question via email.

You will be taken to home page to update your profile for reactivation.
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