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Frequently Asked Questions

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Registration and rewards

About the MySurvey Panel

Who is Lightspeed? What is MySurvey by Lightspeed Panel?

Lightspeed Research is a panel research company. We've been helping businesses find out what consumers think since 1999 when we launched our first consumer panel in the USA. We run surveys via the Internet with our online MySurvey panel. The opinions of our panel members are very important as they shape the products and services of the future. Cash reward credit cards, child safety seats, and new food products are examples of the innovations driven by the consumer research conducted with our panel.
Lightspeed Research is owned by WPP, one of the world's leading communications services groups. For more information about us, please visit the About Us page on the MySurvey website. For more on the benefits of membership, please visit the MySurvey Rewards page.

Why are surveys carried out?

Businesses, governments, public bodies and similar organisations are interested in the views and attitudes of the people who use their products and services. The more they know about what customers and potential customers, citizens and consumers think, the easier it is for them to improve and adapt what they supply. MySurvey gives them the chance to do this – and gives you the opportunity to influence what goes on in the world.

Who are your clients?

Our clients are well-known large to mid-size companies. As for our members’ personal information, our client’s names are kept confidential. Knowing our client’s identity could also bias our members’ opinions while answering our surveys.

Why should I participate in your surveys?

Companies recurrently use market research to make decisions on product development and marketing. By participating in our surveys, you will help develop new products, shape the products you see in stores, services offered to you, and advertisements you see on television or in print.

How much does it cost to join MySurvey?

Membership is always free and voluntary. In fact, we reward your time and opinion by offering you redeemable MySurvey Points. Please visit our Rewards page for more information about the tangible rewards offered to our members.

If I become a MySurvey panel member, will I receive emails advertising other products and services?

No. We do not sell or give away the contact details of our members to anyone and we carry no advertising on our website. We will never try to sell you a product or service and companies who use our services have no access to your personal information. For more information on our privacy policy, please visit our MySurvey privacy page.

Contact Us

How do I contact your Support Team?

If you can't find the answer to your question in the FAQs, or if you have any comments or concerns you wish to raise, you can send us an email via the contact form here. To ensure we can deal with your email quickly and efficiently, don't forget to add an appropriate subject line, as well as your MySurvey registered email address.

Privacy

What happens with the information I give you?

Protecting our member’s privacy is a priority for us. We will never sell you anything or share your personal identifying information with anyone who might try to sell you anything. We take great precautions to secure all the information you provide to us. All your personal information, including your survey responses, is kept strictly confidential.

We share your survey answers with our clients in an aggregate, anonymous form, which means that the shared information will not contain or be linked to any information that personally identifies you. We may also share your individual survey answers with our clients, but those answers will not be labelled with, or linked to, your personal information, including your name, email address and postal address.

We encourage you to review our complete Privacy Policy for more details.

What is a cookie ? How does MySurvey use cookies?

A cookie is a very small text file placed on your hard drive by a web page server. It is a type of electronic "identification card". It cannot be executed as code nor can it deliver viruses. It is uniquely yours and can only be read by the system that gave it to you. Cookies are used to identify valid members, protect access to your specific member information and to personalise member experience. For example, MySurvey uses cookies to identify members so they can review and redeem rewards and so that they can take surveys. No personal identifying information is stored on any MySurvey cookie.

Users who choose not to allow cookies cannot register nor can they access the member area of the MySurveyEurope website with its associated member benefits (such as taking surveys, earning reward points and redeeming rewards).

For more details on how we use cookies and how we protect your privacy, please see our Privacy Policy.

I am receiving a lot of spam emails. Does MySurvey sell my email address to other companies?

We can assure you that you have not received spam or junk mail as a result of your participation in MySurvey. We do not sell your email address or any personally identifiable information to other organizations for solicitations, telemarketing or advertising purposes. All your personal information, including your survey responses, is kept strictly confidential. We will never give out or sell any personally identifiable information. We share your survey answers with our clients in an aggregate, anonymous form, which means that the shared information will not contain or be linked to any information that personally identifies you.

For more details on how we protect your privacy, please see our Privacy Policy.

Registration

How do I join MySurvey by Lightspeed Panel?

Our panel is an invite-only panel, hence you are only able to join the MySurvey panel when you are invited by one of our recruitment partners. You must be at least 16 years of age and a permanent resident of the Republic of Ireland to join our panel.

I am already a member of MySurvey; why do I keep getting email offers to join? Does MySurvey sell my email address to other companies?

At MySurvey we work with multiple recruitment partners. You may have received an advertisement from more than one of our recruitment partners. Because we never release or share your information with any of these partners in order to protect your privacy, our partners have no way of knowing who is or who is not already a MySurvey member. If you are already a member of MySurvey please disregard these messages. It will not affect your membership in any way.

I have deleted the invitation email message with the link to the Registration form. What should I do?

When you were invited to join the MySurvey panel by email and accidentally deleted this email with the internet link to the Registration form, we regret to inform you we are unable to retrieve this link. But we are sure you will be invited once more to our panel through one of our channels.

The link to the Registration form in the invitation email message does not work. What should I do?

In most email programs a piece of text automatically becomes a link if it starts with http. If you are online and click on the link, you should go straight to the Registration form. If this does not happen, try copying and pasting the link into the address bar of your browser.

Sometimes a URL address or link will be too long to display on just one line. The first portion of the address may be a hyperlink, but if the rest of the link falls onto a separate line, it will invalidate the address. You can try clicking on the "invalid" portion of the URL address and then reattaching the remaining segment(s) in the browser’s address bar by copying and pasting those segments to the end of the incomplete URL. Sometimes clicking on the hyperlinked portion of the URL address may redirect you to a different site, or you may receive an error message regarding the site not being available. In this case, you should either copy and paste the entire URL address onto your browser, or manually type it in, to access the survey site.

While completing the Registration form, I received an error message. What should I do?

There may be a temporary technical problem. The best thing to do is to try again later. If you get an error message while you are working on the questionnaire, log in later and carry on from where you have left off. You can also contact our Support team, using the contact link at the bottom of this page.

Why does your system not recognise my postal address?

Our address verification software does not always instantly recognize your address, depending on how you enter it. Please send us an email with your full postal address so we can manually verify it.

I am completing the Registration form, but I cannot see any images or the buttons do not work. What should I do?

It sounds like you may have your cookies or you may be using a firewall or anti-virus software where the default settings disable cookies.

Cookies are used to identify valid members, protect access to your specific member information and to personalise member experience. Users who choose not to allow cookies cannot register nor can they access the member area of the MySurvey website with its associated member benefits (such as taking surveys, earning reward points and redeeming rewards).

If you are using a firewall or anti-virus software, please adjust your settings to allow cookies using the instructions provided with the software.

Why does MySurvey ask personal questions about myself and my family (such as income and age) when I join?

Having this information and understanding who lives in your household allows us to select surveys that are relevant to you (or to your household).

All the factors we ask about (age, gender, profession, who lives in your household, etc) collectively figure into lifestyle, which is a major factor in determining what products and services (and related surveys) may be of interest to you and your family. For example, we send surveys about products for children (and their parents) only to members who have children in their households.

Please be assured that all the information you provide is kept confidential. For more on how we protect your information, please visit the MySurvey Privacy page.

I share my email address with other people – can we all take part in surveys using this address?

No. Everyone who applies to become a member of the MySurvey Panel must have a separate email address, so that we can ensure that we only invite relevant people to take part in individual surveys. There are several ways in which you can get a free email address, such as Hotmail, Yahoo and Googlemail.

I made a typing error while providing my email address. What should I do?

MySurvey uses this email address to invite you to new surveys. You also need your MySurvey registered email address to log on to our website. If you have made a typing error, you will not be able to either log onto your personal page on MySurvey or receive invitations to our surveys.

Please send an email from the correct email address to Siobhan Doyle with the (incorrect) email address you used to sign up, as well as the postal address.

I stopped halfway through the registration form or my computer accidentally disconnected. What happened to my answers?

Your answers to each question are automatically stored. If you need to go and do something else before completing the form or if you lose your internet connection halfway through, your answers will not be lost. So just carry on from where you left off when you log back on.

What will happen once I have completed the Registration form?

When you have completed the Registration form, you will receive a confirmation email from survey@mytns.com. This email will contain a link which you have to click to confirm your membership of the MySurvey Panel. Shortly after you will be able to access your personal account on our website and start being invited to participate in online surveys.

I cannot find my confirmation email. What do I do?

The confirmation email was sent to the email address you registered with. If you accidentally misspelled your email address, you will not receive the email. Or, the email may have been flagged as spam by your mailbox. Please check your junk mail folder. Also, in some cases, it may take a few minutes for the email to arrive.

If you do not receive your email within fifteen minutes, please send us an email. Send the following details to receive a quick response:
Your full name
The email address you entered in the Registration form
Your postal address + postal code
Your date of birth

Can I refer a friend to become a MySurvey panel member?

We don't offer a referral program and for now have no plans for one. If you know someone who wants to become a MySurvey panel member, ask them to look out for our online advertisments.

Do you have an affiliates programme?

We don't offer an affiliates program and for now have no plans for one. If you know someone who wants to become a MySurvey panel member, ask them to look out for our online advertisments.

I have registered twice. Can you merge my accounts?

Because it is against our Terms and Conditions to have more than one account, we must ask you to close all but one of your accounts. Unfortunately it is not possible to transfer points from one account to another or to merge the accounts. Please sign in to the account(s) you wish to close and click on "Resign".

Rewards

Where can I get information on your Rewards system?

Information on our Rewards system can be found in the Rewards section.

What should I do if I completed a survey and did not get my points?

Points are usually added to your account straight away after completing a survey. However, it can take a few days before points show up on your account. If your points have not arrived within three days after completing the survey, please send us an email specifying the survey number. The survey number is a 5-digit number, preceded by a C, a K or a B.

If an error has been made with the attribution of your points then the missing points will be credited to your account. Manual allocation of missing points may take up to two weeks.

How do I redeem my points for prizes?

When you click on the shop button on your personal homepage, it will take you to the rewards section of our website. There you will be able to exchange your MySurvey Points.

How do I check my points balance?

When you access our website, the amount of points will be shown in the redeem point page.

I've ordered something in the Shop and have not received it.

Redemption of your MySurvey points is processed by our incentives partner Perks.com. If you have any questions or experience a problem when you redeem your points, please go directly to the Shop section of our website, click on FAQs/Customer Service, and then on Contact Us,

How does the MySurvey Prize Draw work?

MySurvey Panel holds a Prize Draw every quarter on or around the 11th of January, April, July, and October. You receive Prize Draw entries when you register with the Panel, when you participate in Quick Matches and mini-polls, and when you are not eligible to complete a survey you’ve started. The more you participate, the better your chances of winning. Your entries go into the Draw automatically.

Your members’ page only shows the entries you have earned in the current Promotion Period. Once the winners have been drawn your Prize Draw entries account is reset to zero and you can start collecting entries for the next quarter. The number of Prize Draw Entries you have is displayed on your MySurvey Points Account page.

The winners are randomly selected. Your chances of winning the Prize Draw depend on the number of panellists and the number of surveys, Quick Matches, and number of mini-polls you have taken. Once we have drawn our winners we notify them via email. If you are a winner, we require you to confirm by replying to us within 30 days of receiving your notification email. We will ask you to confirm your details for security reasons. Once we receive your confirmation details we will process the cheques and vouchers. This will take between 6-8 weeks.

When is the Winners list updated?

We post the names of our lucky winners (first name and initial of the last name only) on our website after we’ve sent out the prizes. Updates of the Winners list usually take place within 6 weeks of the Draw. If you would like to receive a full list of winners for a certain prize draw you must inform us in writing. Please include a pre-stamped and self-addressed envelope with your request.

Sign in problems and updating your Profile

How do I sign in to my account/my personal member page?

Log in to your personal homepage by entering your MySurvey registered email address and password in the Sign In box on the home page. Your registered email address is the email address you receive the invitations to our surveys in.

Passwords are case sensitive; make sure you use capitals where and only where applicable. Check you do not have Caps or Num Lock applying on your keyboard unintentionally.

You may have changed your password and are typing in an old password, or you could possibly be spelling your password incorrectly. Please click on “Forgot Your Password?” in the Sign In box on our homepage. Enter your MySurvey registered email address in the space provided and your password will be sent to you at once. If you are unable to access your account, it may be because an old webpage is cached in your browser. Please delete your cookies and temporary internet files, and clear your internet history, close your browser and then open a new browser window. If you still cannot sign in, send an email to our Support team.

I forgot my login information. What do I have to do?

Your MySurvey registered email address to log on to our site is the email address where we send you the invitations to our surveys. If you have forgotten your MySurvey registered password, you are able to retrieve it immediately from our home page. Click on the link "Forgotten your password?" and follow the instructions.

How do I update my email address, postal address, password, or other information about myself and my household?

Sign in to your MySurvey account using your current registered email address and password. Once you’re signed in, click on “Update Profile”. From here you can amend your email address, postal address, password etc. as needed.

We’re sorry we cannot currently update any of your personal information that is not displayed in your Profile. However, once a year we will ask you to fill out your registration form again. This form is the same questionnaire you filled out when you first became a MySurvey member. This will give you the chance to update or change the information we have about you. In the meantime, you may receive invites to surveys that are specific to your original registration information.

Surveys

When will I be asked to take part in my first survey?

Once you have completed the Registration form and have been accepted on the panel, you can be invited to participate within the next day.It depends on your personal details - we'll only ask you to take part in surveys that are of direct relevance to you.

How often will I be asked to participate in a survey?

How often we will invite you to one of our surveys depends on your personal details. Having this information and understanding who lives in your household allows us to select surveys that are relevant to you (or to your household).

All the factors we ask about (age, gender, profession, who lives in your household, etc) collectively figure into lifestyle, which is a major factor in determining what products and services (and related surveys) may be of interest to you and your family. For example, we send surveys about products for children (and their parents) only to members who have children in their households.

Participating in our Quick Matches and Personal Surveys will increase your chances of being invited for more surveys. Participation is always on a voluntarily basis.

To ensure you receive our survey invitations, please make sure you add us to your "known or approved senders" list or address book. By adding our email address you ensure that all survey invitations will reach you.

Regardless of how often you take a survey, your opinions always make a difference in the development of new products and services.

I haven't received a survey invitation in ages.

How often we will invite you to one of our surveys depends on your personal details. Having this information and understanding who lives in your household allows us to select surveys that are relevant to you (or to your household). All the factors we ask about (age, gender, profession, who lives in your household, etc) collectively figure into lifestyle, which is a major factor in determining what products and services (and related surveys) may be of interest to you and your family.

Participating in our Quick Matches and Personal Surveys will increase your chances of being invited for more surveys. Participation is always on a voluntarily basis.

To ensure you receive our survey invitations, please make sure you add us to your "known or approved senders" list or address book. By adding our email address you ensure that all survey invitations will reach you.

If you still do not receive any of our invitations, there may be a technical problem with your account. Please contact our Support team.

Do I have to participate in a survey every time I am asked?

Participation is always voluntary. If you do not wish to take part, please just ignore our invitation to participate.

I am unavailable for a certain period of time; can I take some time off from receiving invitations?

If you are unavailable for a certain period of time, please contact Siobhan Collins indicating the period and the reason why you are not able to participate in a survey. We will make sure that you will not receive any invitations during that period.

What kind of surveys can I expect?

The surveys at MySurvey cover all sorts of topics. You may be asked about products or services, current social developments, new advertisements, how you assess newspapers or television programmes - to name a few examples.

How long does an average survey take to complete?

The number of questions varies from one survey to another and we try to keep it as short as possible - although we have to make sure the results are meaningful. On average, most surveys take around 15 to 20 minutes to complete. We will always state the estimated time to complete the survey in the invitation email.

Why am I getting a message saying that the survey is closed already?

Occasionally we get such an overwhelming instant response to surveys that we have to close them off quickly as we already have the necessary statistical sample. Additionally, all surveys have a finite life due to data collection requirements and may be open for short periods of time.

I received a message that I do not qualify for a project, or the survey seemed to end abruptly. What does this mean?

If you do not qualify for a particular project, it simply means the project’s requirements do not match your profile or that we already have enough participants for that particular study.

We try to limit the amount of time spent on a survey for qualification questions and put these questions at the beginning so you don't unnecessarily spend time on surveys you cannot complete. For long, complex surveys the qualification section may be somewhat longer. In case you are disqualified you will receive entries for our quarterly Prize Draw. Please rest assured that the answers you provided will not be used for market research purposes unless the survey is fully completed.

I received a blank page after clicking on the link, or after clicking on the Forward button.

The blank screen you have encountered can be the result of heavy user traffic within the survey, or connection issues between servers. It takes a few seconds for a survey page to load, due to the number of panel members trying to access the site simultaneously. Our best advice is to try the ‘Refresh’ button, or trying the survey at a different time.

Can I exit the survey if I need to take a break or I am interrupted?

Most of our surveys you have to complete in one go, yet some of our surveys allow you to leave and come back to complete it at a later time. In order to do so, you have to log onto the MySurvey portal and locate the survey invitation link on the home page. Once clicked on foresaid link, you will either pick up where you left or start over at the beginning. When in the meantime a survey has been closed or was interrupted due to an unknown error, you may no longer be able to participate in the survey.

Did you receive my answers to your survey?

If you received a "thank you" message following your survey submission, your data was received with no difficulties. Sometimes this "thank you" page does not appear due to miscellaneous connectivity/communication issues.

What are my options if a survey is not relevant to me or the answer options for a survey question are not applicable to me?

Your participation in our surveys is always voluntary. For each survey question, we try our best to make sure we provide every conceivable answer possible. Often, we’ll include answer options like “Other”, “None of the above”, or “Prefer not to state”, which you can select if you feel the answers listed are not the right answers for you. However, there are times that we may have missed or not thought of a particular answer to a survey question. If this is the case, we encourage you to select the answer that you feel most comfortable with. If you continue to have problems with the survey or feel strongly that none of the answers even remotely resembles an answer you would give, please discontinue taking the survey.

What should I do if I make a mistake when answering a survey? Why can't I use the Back button to correct it?

For technical reasons the system does not allow you to correct answers and use the back button: once the system has stored an answer, the next question is based on the previous one.

I am receiving a message asking me to answer all questions properly / Select an answer for a question.

Certain questions must be answered before you can continue with a survey. These answers are necessary for statistical purposes. If you have answered all the questions on the page and this message is still occurring, then check for a scroll bar on the side of the page. It may happen that all the questions do not fit on the screen therefore use the scroll bar to move the page down and be able to complete the survey.

I get an error message saying that my answer is invalid. How can I solve this problem?

We recommend you read the survey instructions carefully in order to complete the survey. Typical errors are:
(I) You are asked to enter numbers in several fields. Make sure you have filled in each field.
(II) The question is in grid form; you must have an answer in each row (or column). Look at the specific question to determine what is asked: row vs. column answers. As you review the question, make sure all of the rows (or columns) have at least one answer selected.
(III) The page has numerous questions with drop down boxes or the question has numerous drop-down boxes (similar to a grid). Make sure that one answer has been selected from each drop down box.

If you are still unable to answer the question, there may be a technical error with the survey. Please contact our Support team and we will investigate further.

I am taking a survey and the "next" button is missing. What should I do?

Please scroll to the bottom and the far right of the page to see if the button is there.
It is also possible that the page did not download completely. Please log out of the survey and then try to log back in. You may be able to resume the survey at the point you left off.

I have received an error message, what should I do?

There may be a temporary technical problem with the survey. The best thing to do is to try again later. If the survey is still available for you, or has been you fixed and made available again, you will be able to restart it.

I am not able to see the images or buttons in the survey. What should I do?

You may not have your cookies enabled or you may be using a firewall or anti-virus software where the default settings disable cookies. Cookies are used to identify valid members, protect access to your specific member information and to personalize member experience. Users who choose not to allow cookies cannot register nor can they access the member area of the MySurvey website with its associated member benefits (such as taking surveys, earning reward points and redeeming rewards).

If you are using a firewall or anti-virus software, please adjust your settings to allow cookies using the instructions provided with the software. Regardless of whether you are using these types of software, also check your browser settings.

To secure the images and videos in our surveys we often use Adobe Flash Player. If you do not have the most recent version of this add-on installed, you will not be able to see images or videos. You can read how to install this add-on in the FAQ section "How do I install Adobe Flash?".

I get an error message saying "You have paused your interview" when I haven't started the survey yet. What does this mean?

You may receive this error message when the survey does not recognize your survey participation ID, a unique identifier to allow you to access our surveys. There may be a technical error or the server may be busy. Unfortunately you will not be able to participate in the survey at this time. However, if the survey becomes available again at a later time, we will send you a new invitation email.

I am invited for a survey but when I sign in, the Survey number does not appear on my homepage.

There may be a few different reasons for this:
1. You've already completed the survey
Sometimes we place a survey link on your member’s page before sending you the invite. In this case it is possible that you have already completed the survey before you receive the invite. The survey link can be removed from your member’s page immediately after you complete it. It can also happen that we send you a second invite by mistake, for a survey that you have already completed.
2. A technical or survey problem occurred
A survey may be taken temporarily offline after the invitation emails have been sent out because of a technical issue or because there is a fault with the survey itself. When the survey becomes available again at a later time, the link will reappear on your homepage and/or we will send you a new invitation email.
3. The survey is already closed
The majority of our surveys are open for a few days. However, some surveys are more popular than others and close quickly. We always try to limit the number of panellists we invite so that the panellists we do invite have a fair chance of answering the survey. We can not always predict how popular a survey may be, and sometimes surveys unexpectedly close quickly (some even close within one day or a few hours). Sometimes the survey link will be removed from your page immediately.

Technical Questions

How do I install Java?

The Microsoft Windows operating system does not install the Java language platform automatically. You can download this from the Java.com Download page.

How do I install Adobe Flash?

From time to time we use Adobe Flash to show you pictures or a movie. If you have not installed the Adobe Flash player, you can download it from the Adobe Flash Download page.

How do I enable Javascript?

The following instructions describe how to enable JavaScript in your browser. If your browser isn't listed, please consult its online help pages.

Apple Safari (1.0)
1) Select Safari from the top menu.
2) Choose Preferences.
3) Choose Security.
4) Select the checkbox next to Enable JavaScript.

Internet Explorer (6.0)
1) Select Tools from the top menu.
2) Choose Internet Options.
3) Click Security.
4) Click Custom Level.
5) Scroll down till you see section labelled Scripting.
6) Under Active Scripting, select Enable and click OK.

Internet Explorer (7.0)
1) Select Tools from the top menu.
2) Select Tools > Internet Options.
3) Click on the Security tab.
4) Click the Custom Level button.
5) Scroll down to the Scripting section.
6) Select Enable for Active Scripting and Scripting of Java Applets.
7) Click OK.
8) Select YES if a box appears to confirm.
9) Click OK. Close window.
10) Reload page.

Mozilla Firefox (1.0)
1) Select Tools from the top menu.
2) Choose Options.
3) Choose Web Features from the left navigation bar.
4) Select the checkbox next to Enable JavaScript and click OK.

Mozilla Firefox (2.x)
1) Open Firefox.
2) On the Tools menu, click Options.
3) Click Content in the Options list.
4) Under the Content section, check the box next to Enable JavaScript.
5) Click the Advanced button to open the Advanced JavaScript Options box.
6) Check the boxes under Allow scripts to section that you want to allow.
7) Click OK.
8) Click OK.

Please keep in mind that upgrading your browser or installing new security software or security patches may affect your JavaScript settings.

Unsubscribe

How do I unsubscribe from MySurvey?

We appreciate your participation with MySurvey and membership is voluntary. If you no longer feel that membership is right for you, please sign into your account and click on "Resign". When you unsubscribe from MySurvey you forfeit all reward points and you will no longer receive surveys.

If you do not remember your MySurvey registered email address, please send us an email with your full name and postal address, and write the word “Unsubscribe” in the subject line. Please note that manual removal from the Panel may take up to two weeks to process. We appreciate your disregarding any survey invitations you may receive in the following two weeks that may have been sent prior to our receiving your unsubscribe request.

I unsubscribed (accidentally or intentionally), can I rejoin the panel?

If you accidentally unsubscribed or you were a member once but now wish to rejoin, please contact Siobhan Collins.

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Winners

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