The most frequently asked questions have been listed for your convenience.
Before you contact us, please have a look to see if they answer your queries.

To redeem your EPoints, please follow the steps below:
Log into your account.

Your current EPoints will be displayed on your account page.

After you have logged in, please click the green [Redeem EPoints] button to go to the point redemption page.

On the point redemption page, click the [Redemption] button.

Select the item you wish to receive, and the amount of EPoints you wish to redeem, and click the [Redeem] button next to the amount menu. (Not the button with the present box icon.)

A Verification Code field will be displayed.

The Verification Code will be sent to your registered email address. Enter the code in the Verification Code field, and click “Submit”.

A confirmation screen displaying your details will be displayed. Please make sure that all details are correct, and then scroll down the page and click the [Exchange EPoints] button at bottom of the page

When you see the message, “Your Request for EPoints Redemption has been successfully submitted”, it means that your request has been entered into the system.

Please kindly check your e-mail box.
The e-mail title is "<Rakuten Insight Surveys>Verification Code for EPoints Redemption"

Once you have selected a Redemption Method, it cannot be changed or cancelled.

Please be informed that you can check your complete earned EPoints history by clicking on the "Record History" menu option mentioned on the left side of your viewing screen after login. After clicking "Record History", click on the "Records of EPoints Redemptions" button to check your all history related to redemption rewards.

100 EPoint = £1.00. Minimum needed for vouchers redemtion is 300 EPoints.

You cannot redeem EPoints if you have less than 300 EPoints.

Please be informed that you can earn EPoints by participating in the surveys and later on, you can exchange a minimum of 300 EPoints for the redemption reward of your choice.

To take a survey, first login into MyPage and see the number of surveys in your account. If there are surveys listed, please click on the "Answer" button to take the survey.

To login to MyPage, please enter your registered email id and password in the login fields. Please click the link below to access MyPage:

Rakuten Insight Surveys is not responsible if a gift voucher is lost, cannot be delivered to the member's address, invalid due to store closures, or due to any other factor outside of Rakuten Insight Surveys' control.

Redemption requests are generally needed 4 to 8 weeks after you redeemed.

Feel free to check out announcements regarding voucher delivery status on our website, as we keep our members informed after voucher are sent each month.

If you have not receive the item after 8 weeks, please check whether your registered home address is correct first.

If your home address is correct, please contact us from here.

If your home address is wrong, please check Rakuten Insight's Responsibility for rewards.

Yes, registration is free.

Please follow the following steps from the Top Page of RAKUTEN INSIGHT SURVEYS.

  1. Please be sure to read the "Member Agreement" before registration.
    After you have agreed to the "Member Agreement", you can proceed to the Preliminary Registration.
  2. Enter the necessary information for Preliminary Registration.
  3. After you complete the Preliminary Registration, we will notify you by e-mail.
  4. Please click the URL provided in the e-mail, and proceed to the Main Registration.
  5. After all necessary information has been entered, the Main Registration is complete.

If you do not receive an e-mail from us informing you that your Preliminary Registration is complete, please contact us.

(1) DOB, Gender
You cannot change by yourself.
Please contact us HERE.(https://uk.m.aipsurveys.com/inquiry).
(2) E-mail
Login to "My Page" and click on "Change email address"
There have been a growing number of instances of members entering incorrect e-mail addresses.
Please be careful when making changes.
(3) The other information
Login to "My Page", and update from "Update My Basic Profile" or "Update Detailed Profile".

Please read the red error messages displayed above the entry fields carefully and re-enter the appropriate information.

If you do not receive an e-mail from us within twenty four (24) hours of completing the preliminary registration procedure, please contact us from here.

Depending on your e-mail software setting, the URL in the e-mail may have a line break, which means you may not be able to directly access the URL link. If so, please copy the URL in the e-mail so that it does not have a line break, and paste it into the address bar of your web browser.

Yes, members of your family can also register. However, as only one registration is allowed for a single e-mail address, you will need to prepare separate e-mail addresses for each individual of your family who would like to register.

You can register if you are 16 years of age or older.

No, participating in surveys is not mandatory. You will only have to participate at your convenience. Also, you will not be penalized for withdrawing from a survey while answering (EPoints will not be added in this case).

Please follow the steps below.

  1. You will receive an E-mail from RAKUTEN INSIGHT SURVEYS to participate in a survey.
  2. Login to your "My Page".
  3. The latest survey will be displayed at the top of your "My Page". Click "Answer" to start.
  4. EPoints will be added after completing the survey.

The number of surveys you receive may vary significantly based on the information you have registered. The more complete and updated your profile is, the more likely you will receive surveys.

Each survey has a fixed quota. When a survey reaches the maximum number of respondents, the status will change to "Closed", and you will no longer be able to participate. Please note that a survey may close earlier than the date displayed in the email.

Your browser's cache may be displayed. Generally when you click on the "Answer" button, a survey will appear on a new window. However, when your JavaScript is set to "invalid", a new window may not appear. In that case, please check the settings below in your web browser. If JavaScript is set to "Disable", please change it to "Enable".

How to enable JavaScript in Internet Explorer (Windows)
  1. Select "Internet Options" from "Tools" in the menu bar.
  2. Select "Customize Level" in the "Security level for this zone" of "Security".
  3. Check the following in the "Scripting" of "Security Setting".
    • Active Scripting => "Enable"
    • Allow paste operations via Script => "Enable"
    • Scripting of Java applets => "Enable"
    Any other pop-up blockers (in your toolbars or security software) may prevent a new window from opening. Please check your settings.

Please click the "Refresh" button in your browser and check whether the survey page can be displayed. If the survey is still not displayed, please contact us from HERE stating the Survey Number you are having problems with.

Please click the "Refresh" button in your browser, and check whether new EPoints are added.
Also, please note that there may be a delay in the answering time and when EPoints are added, and it may take up to 8 weeks after the survey period displayed in the invitation e-mail. If so, the status could either show "Answer" or "Closed".

Click the "Refresh" button in the browser, and check whether the status has changed to "Answered".
For some surveys, the status will remain at "Answer" during the survey period which is written in the invitation e-mail. In this case, the status will change to "Closed" after the survey period has ended.
If you have fully completed a survey and you have not been given EPoints, they will be uploaded within 8 weeks after the survey end date shown in the invitation email. Please note that if you have not fully answered a survey, you will not be given EPoints.

Change your browser encoding setting to "Auto-Select". If you still see incorrect characters, please contact us HERE with the Survey Number and Title you are having problems with.

Please check the following settings, and try to login again with your registered e-mail address and password.


E-mail address must be in alphanumeric characters.
Password must be within 6 to 20 alphanumeric characters.
Make sure that there are no extra spaces before or after your e-mail address or password.
Make sure to click "Login" after entering your e-mail and password.
Use correct upper and lower case letters, as they are recognized as different letters. Hold down the Shift key and press alphabetic keys to type upper case. Check to see if your Caps Lock function is on, as all your keystrokes will turn to upper case.
Change your cookies settings to "Enable". If set to "Disable", your ID may not be authenticated when you attempt a login. For detailed information on cookies settings, click HERE

Your password is encrypted so that we cannot identify it. If you have forgotten your password, please click on the button "Lost your password?" on the toppage of the website.

Login to "My Page", and click on "Change My Password".

Yes, you can withdraw at any time after you have registered.

You can withdraw from "Withdrawal Procedures" in your "My Page". If you withdraw from your membership, your "My Page" and any e-mails from Rakuten Insight will be terminated. Upon withdrawal, your registered information will be removed from our system. Further, please be aware that your accumulated EPoints will expire, and any EPoints that you have not exchanged will not be redeemable in the future.

Your redemption request will be processed if you have completed your request before your withdrawal from membership.

Rakuten Insight’s clients include private companies, government, academic institutes, etc.
The responses to the surveys are pseudonymized and shared with our clients for the analysis purpose.

Our website adopts the following security measures:

[ Encryption Communication Technologies (SSL) ]

SSL (Secure Sockets Layer Protocol) is a system that encrypts data to ensure security of private information on the website. Members' private information will be encrypted and protected by electronic key for transfer.

[ Site Authentication System ]

This site is authenticated by GeoTrust Japan Inc. electronic authentication certificate. This prevents third parties from impersonating our website.
*GeoTrust Japan Inc. is an internet certification body, which has been adopted both in Japan and overseas.

Currently we do not reward EPoints if you refer someone to our site.

If you cannot find the answers in the list, you can send your inquiry through our online form. [Inquiry]