FAQ
For Shoppers
What is Eileen and what do shoppers do?
Eileen sends independent shoppers into retail stores to verify what's actually on the shelf. As a shopper, you visit assigned stores, photograph products and shelf conditions, and submit your findings through the app. No purchase is required. You earn money for every valid submission, whether the product is there or not.
How do I claim a reward?
To claim an active reward, you must be within 100 feet of the assigned store with location services enabled. Open the app, find the store, and tap the brand tile to claim the reward. You'll then be taken through the submission steps, including photos and any additional information the brand has requested.
Do I need to buy the product in order to claim the reward?
Absolutely not. Eileen is an insight platform, not a coupon app. You're earning money for your time and your eyes, not for buying anything. Simply visit the store, find the assigned product (or document that it's missing), take the required photos, and submit.
Can I visit more than one store in one day?
Yes. As long as location services are enabled, you can complete as many assignments as you like. Each store visit is a separate reward.
Why do you need access to my location?
Location access lets us show you nearby stores with active rewards and verify that you're physically at the right store when you submit. Every photo submitted through the app is automatically geolocated . Without location services enabled, you won't be able to claim or complete rewards.
Who do I contact for help?
For general questions or support: help@shopwitheileen.com
For earnings or payout questions: earnings@shopwitheileen.com
For submission disputes: help@shopwitheileen.com
Our team aims to respond as quickly as possible. For urgent assignment issues, include 'URGENT' in your subject line.
Are there any restrictions based on where I live?
Eileen operates across the US, but some states have specific rules that may affect how assignments work in your area. If you're unsure about your state, feel free to reach out and we'll confirm.
What if there aren’t active stores in my area yet?
We're expanding regularly. If your area isn't covered yet, sign up for notifications in the app and we'll reach out as soon as stores near you go live. In the meantime, assignments in active markets can be completed if you're traveling.
How should I act while I'm in the store?
Act like a regular customer, because you are one. Browse naturally, take photos briefly, and don't draw attention to what you're doing. The value of an Eileen audit depends on you seeing what any normal shopper would see, without staff adjusting anything because they know they're being observed. Don't identify yourself as a mystery shopper, mention Eileen by name, or ask staff to move, restock, or retrieve items on your behalf. The shelf you find is the shelf the brand needs to see.
Is there a time limit to complete a reward once I've claimed it?
Yes. Once you claim a reward, a 10 minute timer starts in the app. You'll see the countdown on your active assignment screen. If you need more time, tap the timer and select 'Extend' before it runs out. If the reward expires before you submit, it returns to the available pool for other shoppers to claim. We recommend claiming your reward only when you're already at or near the store, not in advance.
You are able to reserve rewards in advance of visiting a store, but the reservation must be executed within the alloted time or it will return to being publicly available.
What if the product isn't on the shelf?
An out-of-stock finding is one of the most valuable things you can report, don't skip the assignment.
Here's what to do based on what you find:
Product is missing but the shelf tag is there: Photograph the empty shelf space and the tag. Select 'No Stock' in the app.
Wrong product is occupying the space: Photograph what's there and note it in your report. This is useful competitive data.
Product appears to be nowhere in the store: Use the 'No Products Found' button. If you're unsure of the aisle, it's fine to ask a staff member where to find the brand — just don't mention why you're looking.
In all cases, you will still be paid for a valid submission.
What if the product is in multiple locations in the store?
Always report the product's primary shelf location first, the regular aisle where it lives on the planogram. Secondary placements like end-caps, front-of-store displays, or promotional tables are valuable additional data, but they don't replace the primary shelf report. If you can only find the product in a temporary location and not on the main shelf, photograph and report the temporary placement and note in your submission that the primary shelf location was empty.
If we are seeking special location placement, such as an end cap or floor display, we will expecitly ask you to begin your search looking for those displays.
Will I still be paid if there’s no product on the shelf?
Yes. An out-of-stock or not-found result is a valid, paid submission, and it's some of the most important data we collect. As long as you provide clear photos of what you found (or didn't find) and complete the required fields in the app, your submission counts.
Should I fix the shelf if products are disorganized?
No, and this is important. The brand needs to see exactly what a regular shopper would find. If you reorganize or face products before photographing, you're giving the brand inaccurate data about their shelf conditions. An honest report of a messy or empty shelf is far more useful than a tidied-up photo. Leave everything exactly as you find it.
What if the store isn't open when I arrive?
Unfortunately, we will not be able to accept any submissions due to the store not being open. Please be sure to check the store's operating hours before visiting. If the store is permanently closed, or there is no store located at the address provided, please submit that that informaton using our "No Product Found" submission flow.
What makes a valid photo submission?
Every photo must meet these requirements to be accepted:
Use the in-app camera only. photos taken outside the app and uploaded won't have the timestamp and geolocation data required for validation.
Location services must be on: Your GPS data is what makes your photo verifiable evidence.
Photos must be clear and in focus: blurry, dark, or partial shots can't be validated.Include enough context, show the product in relation to the surrounding shelf so the brand can identify exactly where it is (or isn't).
Do not edit, crop, or filter photos before submitting. Submit originals only.
For out-of-stock situations, photograph the empty shelf space or the shelf tag for the missing SKU.
How do I collect my earnings?
We partner with Stripe to process payments. To receive funds, connect your bank account in the app by tapping 'Link Bank Now' in your Eileen wallet and following the Stripe setup steps.
You'll need your bank account and routing numbers.
Payments are processed every Tuesday. Funds typically hit your connected bank account by end of day Friday of the same week.
Can I take pictures outside the app?
No. All photos must be taken using the built-in camera in the Eileen app. This ensures every photo is automatically timestamped and geolocated at the moment it's taken. Photos taken on your regular phone camera and uploaded afterward won't have this data and cannot be accepted.
What is Stripe Connect?
Stripe Connect is a secure payment processing platform used by companies worldwide to handle money transfers between businesses and individuals. It's the same technology behind many apps and marketplaces you're likely already familiar with. Your bank details are encrypted and handled entirely by Stripe. Eileen does not store your banking information.
How do I connect my bank account to receive reward payouts?
Connecting your account via Stripe is easy, secure, and quick to handle on your phone. To ensure a smooth set-up process, you'll need to have your preferred bank's Account and Routing Numbers handy, and you can begin the set-up process by tapping the "Link Bank Now" button in your Eileen wallet. You will then be taken to Stripe. Follow the directions provided by Stripe, and once complete you will return to the Eileen app to see "Connected to Stripe" below your Money Earned to Date total.
Will I receive tax forms at the end of the year?
If your total earnings from Eileen reach the IRS reporting threshold in a calendar year, you will receive a 1099-NEC form. The current threshold for tax year 2026 is $2,000 (this was updated under recent tax legislation, the previous threshold was $600).
As an independent contractor, you are responsible for reporting all Eileen income on your tax return regardless of whether you receive a 1099-NEC. We recommend tracking your earnings throughout the year.
If you'd like a breakdown of your earnings, email earnings@shopwitheileen.com. For questions about what to report or how to file, please consult a tax professional, we're not able to provide tax advice.
My submission was rejected. Why did this happen?
Submissions are reviewed against photo quality and accuracy standards.
The most common reasons for rejection are:
Low quality photo: someone is in the frame, the image is blurry or poorly lit, the shelf is only partially captured, or the photo shows the wrong products.
Inaccurate information: the counts, location, or other details entered don't match the photos.
GPS or location mismatch: the submission location doesn't match the assigned store, this can happen if location services aren't on, or if the photo was taken outside the app.
Duplicate submission: the same store and SKU submitted more than once in the same window.
If you believe your submission was rejected in error, email help@shopwitheileen.com with your assignment ID within 5 business days and we'll review it.
What is my employment status with Eileen?
You are an independent contractor, not an Eileen employee. This means you set your own schedule, choose which assignments to accept, and can work for other companies at the same time. You are responsible for your own taxes and are not entitled to employee benefits through Eileen.
Am I allowed to take photos inside a store?
Yes. Taking photos in a retail store as a customer is legal in all 50 states. Stores are private property, which means staff can ask you to stop, and if they do, you should comply immediately. But there is no law that prohibits customers from photographing products or shelves in a store they have entered as a member of the public.
What should I do if I'm asked to leave?
Comply immediately and leave without incident. Then:
1. Note in your submission the time, what was said, and approximately where in the store it happened.
2. Submit whatever you captured before being asked to leave, partial submissions are valid and you'll be paid for what you completed.
3. Do not return to the same store later that day.
4. Email help@shopwitheileen.com to flag the store.
Can I post about products I've audited on social media?
We don't ask you to post anything, that's not part of your assignment. If you choose to share about a product you've encountered through Eileen on social media, a review site, or any public platform, you are personally responsible for disclosing that connection clearly. A simple statement like 'I encountered this product through a shopper program' is sufficient. This is an FTC requirement that applies to you as the poster, not to Eileen.
Is my information confidential?
Yes. The brands you audit, the stores you visit, and the results of your submissions are confidential. Please don't share assignment details, findings, or brand names with anyone outside of Eileen. Your submissions are shared only with the brand that commissioned the audit.
I don't see a brand in the store. What should I do?
Don't worry, this happens at times. If you think you know where that brand’s products should be, take a photo of that empty shelf or display. If you are unsure of the aisle or category where it may be found, you can quickly ask a store employee, "Hi, where can I find BRAND NAME?". If you're sure it's nowhere to be found, select the “No Products Found” button.
What if a Barcode won't scan?
After a couple of failed attempts, the app will prompt you to photograph the barcode instead so our team can manually verify the product. You'll still be paid for a valid submission even if the barcode doesn't scan, just make sure the product label is clearly visible in your photo.
What should I do if a store employee asks what I’m doing?
Stay calm, you're a customer and you're not obligated to explain yourself. If asked, you can say you're comparing prices or checking out a few products before deciding. Keep it simple and natural. Do not show staff the Eileen app or explain what the platform does. Once store staff know an audit is happening, it changes what they do, which defeats the purpose of an independent audit. If an employee asks you to stop or leave, comply immediately. Note the time and what was said in your submission, submit whatever you captured, and email help@shopwitheileen.com. Do not return to the same store later that day.
