Help & support

Frequently asked questions

• How do I validate my pre-population parameters?
• Known Issues
• Online surveys v3 FAQ
• What will my invitation and reminder emails look like?
• Should I use a grid question or a scale/rank question?
• How do I purchase a online surveys account?
• What is a ‘slug’?
• Glossary of online surveys terms
• Can I save different views of my survey results?
• How do I know what the URL of my survey will be?
• What is validation?
• How do I reset my password?
• What is More info?
• How many emails can I send using the online surveys email tool?
• Can I change the font size in my surveys?
• Error text or missing responses on the Analyse page
• Why can't I delete or edit a question?
• What is the Survey Contact?
• What should I be aware of when using grid and scale/rank questions in my survey?
• Why should I always pilot my survey?
• Can the same computer be used to complete a survey multiple times?
• Is there any way to shorten personalised survey URLs?
• Can I filter my results using pre-populated information?
• Is it possible to reuse a survey URL?
• FAQ for the free 30-day trial
• Is there a limit to the number of questions I can include in my survey?
• Creating a customised URL using piping
• Piping
• How do I refresh the Analyse page?
• Where can I find information about scheduled maintenance?
• How do I distinguish between a question and a sub-question?
• What is a page break?
• How can I print my survey?
• How do I change the survey status?
• Can I add documents to my survey for my respondents to view / comment on?
• How do I send survey invitation emails to my respondents?
• What are survey messages?
• What are survey redirects?
• Why is my survey only open for 30 days?
• How do I export the respondent list?
• Can respondents view and/or print their answers at the end of the survey?
• What is pre-population?
• When is support available?
• What is the response ID or unique response number?
• Benchmarking
• Online surveys Security
• Respondent anonymity and online surveys
• Can the "view as separate questions" message be removed?
• Who do I contact for help?
• What is an ‘orphaned page’?
• Is additional statistical information (e.g. standard deviation) available in the results analysis?
• Can I change or delete a response?
• How do I copy a survey?
• Why do I get the message "0 emails sent" when sending invitations/reminders?
• Why is information missing from my exported results?
• How do I display all free text answers?
• How do I change the survey URL?
• Common problems when importing or exporting respondents
• Can I recover a deleted item?
• Can I make a question conditional on the answer to a previous question?
• Can questions be made compulsory?
• Can I restrict the type of answers respondents can provide?
• How do I export responses to a scale/rank question so that the data is in one column?
• What file formats are available when exporting response data?
• Can I turn off page numbering?
• Are survey submissions date stamped?
• Can I add or delete respondents, or change respondent details, when my survey is open?
• Will exporting my results affect my survey?
• Is there a limit to the number of respondents I can have?
• How do I construct personalised URLs for my respondents?
• Can questions, answer options, pages or respondents be randomised?
• How do I close my survey?
• How do I know who has and has not completed my survey?
• What are the key features of the different online surveys account types?
• My survey has closed early and I can’t re-open it
• What is a "Token"?
• Can I see partial or incomplete responses?
• What is "Respondent progress"?
• Why is the "Finish" button on the second-last page of my survey?
• My participants are seeing the message "The link you used to arrive at this page is not valid". What does this mean?
• How do I change the name of my survey?
• Why do I have to enter a username and/or password to preview my survey?
• Can respondents edit their answers?
• Can I embed a survey within my website?
• Can I include responses from paper questionnaires, interviews, phone surveys, etc. in my online surveys analysis?
• Why are there multiple arrows connecting pages on my survey map?
• Can respondents save a survey part way through and return to it later?
• How can I share my survey/data with someone else?
• Can I turn off (or change) question numbering?
• Can I create a survey in a language not officially supported in online surveys?
• Can I edit an open survey?
• FAQ for Admin users (Organisation account)
• FAQ for Admin users (Project account)
• How can I help a user who can’t log in?
• I can’t log in to online surveys
• I can’t see a survey that has been shared with me
• How can I control who completes my survey?
• Can I get my friends/colleagues to review my survey before I launch it?