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Help & support

Tag: support

Online surveys policy on unusually large surveys

Posted: 17th October 2016

Unlike other survey tools, online surveys does not limit the number of questions, pages or other elements that an author can add to their surveys. However, we rely on our users to employ common sense and design surveys in such a manner that they do not become too large and too cumbersome. If a survey […]

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How do I purchase a online surveys account?

Posted: 25th April 2016

If you wish to purchase a online surveys account, here is how to go about it: 1. Check whether your institution already has a online surveys account Many UK Higher Education Institutions hold online surveys accounts.  It is worth checking whether your institution already has a online surveys account before signing up for your own, paid […]

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Glossary of online surveys terms

Posted: 15th February 2016

Term Definition Relevant FAQs or Help articles Admin user A user in a Project or Organisation account that has the ability to add and remove other users. FAQ for Admin users (Project account) FAQ for Admin users (Organisation account) Analyse View the responses to your survey and perform analyses on the data. Accessing survey responses […]

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How do I reset my password?

Posted: 8th February 2016

If you have forgotten your password, you can send yourself a password reset email by clicking on the Forgotten password link on the online surveys sign in screen. If you have not forgotten your password but you wish to change it, you can either: Use the Forgotten password link on the online surveys sign in screen; or […]

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Error text or missing responses on the Analyse page

Posted: 18th November 2015

We are aware that some users have encountered one or more of the following issues on the Analyse page: The Analyse page does not show the correct number of responses, and the Refresh data  link (which is normally at the top right of the Analyse page) is not present. Error text displays at the top of the […]

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FAQ for Demo users

Posted: 20th October 2015

Is a demo account time-limited? Yes.  The demo account is limited to 30 days of survey use followed by a further 30 days during which time surveys cannot be run but any results you have collected can be exported. After this time the account is closed and the data will be erased. The starting date […]

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Where can I find information about scheduled maintenance?

Posted: 25th September 2015

Information about scheduled maintenance will be posted on our Twitter feed: https://twitter.com/online_surveys_ Where scheduled maintenance may result in online surveys being unavailable for a period of time, and/or we anticipate that there will be noticeable effects on users or survey respondents, we may also display a message on online surveys users’ Dashboards providing details about the […]

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When is telephone and email support available?

Posted: 10th August 2015

Telephone and email support hours are 09:00 – 17:00 (London time), Monday to Friday, excluding Bank Holidays and closure days. Upcoming closure days 27 August (Summer bank holiday) 24 December (Closure day) 25 December (Christmas Day) 26 December (Boxing Day) 27 December (Closure day) 28 December (Closure day) 31 December (Closure day) 1 January (New […]

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Who do I contact for help?

Posted: 5th October 2015

The online support team can be contacted by telephone and/or email during normal working hours.  Contact details can be found by clicking on the “Contact” link at the bottom left of every Help page. The online surveys support team is not always the appropriate first point of contact.  Listed below are some common queries where […]

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Can I recover a deleted item?

Posted: 28th May 2015

Deleted items within surveys If you delete an item from your survey – e.g. a question, note or page – the item cannot be recovered and there is no ‘Undo’ option.  For most delete actions, you will be asked to confirm that you want to delete the item.  Once you have clicked ‘Yes’, the item […]

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