Troubleshooting

Find your symptom, jump to the fix. Each link opens the article with the full explanation.

Signing in

My reset or welcome link doesn’t work. Links expire (reset links after 60 minutes); request a fresh one. See Sign in, passwords, and your profile.
I signed in but can’t find my survey. You’re almost certainly using a different email than the one invited. See Taking a survey.
I forgot my password mid-survey. Ask for a magic link from the survey page instead of resetting. See Sign in, passwords, and your profile.

The launch button is disabled. One of: the “Questions are ready” box isn’t checked, there are no valid invitees, or duplicate emails exist. See Create and launch a survey.
I need to change the safe harbor threshold. Only possible before launch; after that it’s fixed. See Understand results and safe harbor.
I switched templates and lost my questions. That’s what the “Change template?” warning guards; the replacement can’t be undone from the wizard. See Create and launch a survey.
I need to fix a question on a running survey. Question edits lock at launch to protect collected answers. See Understand survey statuses.

A taker never got the invitation. Check for an Email issue badge, fix the address, and resend; also check spam. See Add and manage invitees and the email reference.
Takers say they get no reminders. Check the survey’s Reminders tab, then the account notification settings, then whether they already submitted. See Survey reminders.
Lots of people are stuck “in progress”. Saving isn’t submitting; they may have stopped before Final submit. Send a reminder. See Review survey progress.
We need more time. Extend the close date while the survey is still running; closed surveys can’t reopen. See Understand survey statuses.
A taker was added by mistake. Remove them from the Takers tab (unless they already submitted; then exclude the response instead). See Add and manage invitees.

Release buttons are disabled. The survey is still running; release unlocks after the close date. See Release results.
A viewer, subscriber, or taker can’t see results. Walk the access checklist: audience released, correct email, individually enabled, active grant, response submitted. See Manage who can see results.
A result says “Results hidden to preserve respondent anonymity”. Safe harbor withheld it; fewer businesses answered than the threshold. See Understand results and safe harbor.
Results show more than intended. Revoke, fix visibility settings, verify with the released-audience preview, re-release. See Release results.
The Trends tab is missing. The survey has no linked predecessor; the link is chosen at creation. See Trends and linked surveys.

I can’t submit. A required question is unanswered; check the section navigation for incomplete sections. See Taking a survey.
A question I answered disappeared. Changing an earlier answer hid a follow-up that no longer applies; nothing is lost. See Use conditional logic.
I submitted but need to change an answer. Self-service editing ends at Final submit; contact the organization that invited you. See Taking a survey.

Still stuck? See Get help for who to contact and what to include.