Firstly, ensure that you have sent out the correct survey link to your respondents. Links are character and case sensitive, so the links could be broken if an extra space or lower-case letter has been used instead of an upper-case letter.

If you’re using a Web Link Collector, click its nickname from the Collect Responses section of your survey—the correct link is at the top of the page.

• In the Collect Responses section of your survey, click the nickname you have created if you are using a Web Link Collector and you can find the correct link at the top of the page.
• When you send out your survey using the Email Invitation Collector, the correct unique link is sent automatically within the email message.

Common Problems

When respondent opens a survey and it has answers already

• Review your collector settings and check if the Multiple Responses option is on or off. If you have turned this option off, some respondents that are using the same device will not be able to complete your survey. In that case, you have to make sure that the Multiple Reponses option is on.
• Check the collector settings if the Response Editing option is on or off. It may be the respondents are trying to edit their answers when they have submitted it already.
• If you used Email Invitation and the recipients may have forwarded the link to other people, then they tried to answer the same survey link, the survey will appear answered. Email Invitation collectors can record only one response per email, so you need to send an email invitation to each recipient respectively.

Note: The survey URL doesn’t change even if you edit the collector settings. The respondents just have to click again the link that you’ve sent.

Respondents cannot move to the next page

Check if you have included a Skip Logic in your survey design that’s bringing the respondents backwards in the survey. This may result on having partial responses. Make sure to only use skip logic that redirects respondents forward in the survey for them to complete your survey.

Note: After editing a live survey design, your respondents just need to retake your survey by clicking the same link you have provided.

Respondents see the “Survey is closed” message

Check if you have turned on Cutoff Date and Time or Response Limits. Respondents will not be able to access your survey if the date has expired or the answer count has been reached. You can edit the closed message or turn these options off.