Help Center - Answers

Troubleshooting

Experiencing an issue as an account holder or as a respondent? Please review the following topics for possible solutions covering areas such as account logins, survey design malfunction, collectors, data reporting, or exporting troubles.

Why is my survey link broken, i.e., it opens the homepage?
Why is the survey URL not an active hyperlink in the email?
Why does my survey say it is currently closed?
Why can't I log into my account?
Why is the received data not filtered when using the Share Responses link?
Why are some respondents not receiving my survey?
Why is my export not opening or the file is blank?
Why are respondents looped back or unable to complete my survey?
Why is my link going to a different page, e.g., landing page, thank you, advertisement, etc.
Why are respondents reporting connection issues on my survey?
I cannot get my exports to download. Is this a firewall issue?
Why does the PDF cut off the questions or data?
How do I enable JavaScript on my computer?
Why is the invitation message garbled when respondents view it?
We are having accessibility or technical issues. What should we do?
Why is the Excel file showing the data/characters incorrectly?
What characters are allowed into an Email Invitation list or address book?
Why does Excel display some numbers in a date format?
Why does the link open a blank page or a 'window is closing prompt'?
What does Validation Error mean and can I edit this message?
Why do the settings not work when I preview the survey?
Why have I not received a response to an email for support?
Why are surveys archived in my account?
Why is the survey link split over two lines in the received invitation?
Does the Numerical textbox not allow decimals or characters?
Why is the Exit Survey button not closing the survey?
How do I enable cookies on my computer?
I can't update my billing information. What should I do?
Why is my mailing suspended or my message is "pending approval?"
Why does the link open to a page requesting a login and password?
Why are my fonts displayed incorrectly in the survey or the export?
Why does the PopUp Survey not work on my site?
When printing a response, why do the selected answers not print?
Why are respondents not able to move past the required questions?
Where is the upgrade button located?
Why is there a warning that the 'window is closing' when I click [Done]?
Where is the [Next] or [Done] navigation button?
My surveys aren't visible in my account.
How are respondents able to skip required questions?
Why will my credit card not process?
Why does a Matrix question not allow the same rating, i.e., the previous answer disappears?
Why do some questions have Rating Averages calculated but others do not?
Why will my image file not upload into the logo section?
Why is there an error message after the respondent clicks [Done]?
Why won't the Login, edit question, or open/close collector options work?
Why is my link not recording a response?
Why do I get the error that a whole number is required?
How do I clear my cache or temporary Internet files?
Was my survey submitted? I clicked [Done] and did not receive confirmation.
Can the survey handle multiple people accessing the link at once?
I can't see the responses in the Analyze section and it says "0"?
Why do some questions have square buttons while others have circles?
Why can't I see the survey title or the exit link?
Why is Excel showing the data incorrectly or all in one column?
Why does my survey time-out or not fully load a page?
Why do respondents access the link to see responses already filled in?
Why are the questions visible but no buttons are available to select an answer?
Why do the response totals not add up correctly in the Analyze section?
Why do some questions have asterisks beside them?
Clicking Edit/Delete/Add Question/etc. loops to your homepage?
No one received the survey. Do I add you to a safe senders list?
Why does the collector restriction keep adding a password?
Why is there a security error when completing the survey?
Why was I charged again? Is there an automatic renewal?
Why is the survey link not working with Google Adwords?
Why are some of the fields or comment boxes highlighted yellow?
How do I access a survey that I was invited to take?
SurveyMonkey Technical Support
Where are the Skip Logic buttons?
When I preview my survey, why is the numbering off?
Why does the contact information not match the respondent in the analysis?
Tips for Email Client Settings: The appearance of an email invitation message.
Can respondents select "other" but not have to enter a comment?
Why is the subject line in the email message garbled?
What is this message: This is not a valid survey link.
Why does the "remember me" not work when I login to my account?
Why I have not received my prize or coupon?

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