Help Center
Troubleshooting
Resolve common issues with access, publishing, responses, exports, integrations, and performance.
What this guide helps you do
Diagnose common issues quickly and collect the right evidence before asking support for help.
Before you start
- Know the affected workspace and survey.
- Capture the exact error or behavior.
- Check whether other users see the same issue.
What you will do
- Confirm workspace and role
- Check state and limits
- Refresh and retest
- Collect evidence
You are done when
- Basic checks are complete.
- You have screenshots, timestamps, and steps.
- Support can reproduce the issue if escalation is needed.
Overview
Most issues come from workspace context, permissions, publish state, filters, limits, or external integration credentials. Start with the simplest checks before escalating.
When to use this feature
Step-by-step guide
Confirm workspace and role
Check that you are in the correct workspace and have permission for the action.
Check state and limits
Look at survey publish status, response limits, plan limits, expiry dates, and active filters.
Refresh and retest
Refresh the page, retry in a supported browser, and capture the exact time and action.
Collect evidence
Save screenshots, survey links, error messages, and affected user emails before contacting support.
Support-ready details
The fastest support requests include workspace name, survey name, exact action, screenshot, and timestamp.
Screens / UI explanation
Error messages usually explain whether the problem is permission, validation, billing, or integration related.
Activity logs can help admins trace recent changes.
Best practices
Change one thing at a time while testing.
Record the exact survey and workspace involved.
Escalate with screenshots and reproduction steps.
Tips
Try an incognito window to separate browser cache issues from account issues.
Check active filters before assuming data is missing.
Common issues
I see a blank or old view.
Refresh, clear cache, and confirm the workspace did not change in another tab.
Export fails or times out.
Reduce date range, export filtered data, or try again after large response imports finish.
Integration errors continue.
Rotate credentials, retest the destination tool, and review recent permission changes.