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Contacting Support About an Account

If you need to contact support about an account, we're here to help! To keep your account and data secure, we may need to confirm account ownership or billing details before we send you account information.

To help us securely find the account you have questions about:

3 Write in from the email address listed on the account you have questions about. Contacting us from the email address on file lets us quickly confirm your relationship to the account.

å Don't contact us using an email address that multiple people have access to. This helps make sure account details in the email thread aren’t shared.

TIP! If you’re not sure who the owner of the account is, you can check the email address listed in the My Account page. Learn more about account and data ownership.

Information we need to find an account and confirm your relationship

To keep your account and data secure, we'll ask for information that can be found on your most recent invoice. Our support team will ask for this information via email or a secure form. If you’re able to log into the account, you can find invoices in your transaction history or receipt email sent to owners and billing contacts who have billing receipts turned on.

If you’re not able to log into the account, we'll ask questions about your most recent SurveyMonkey payment based on your payment type:

Credit Card

If you pay by credit card, have this information ready when you contact us:

  • Card holder name
  • Card type
  • Last 4 digits of the card
  • Most recent payment amount and date
Check

If you pay by check, have this information ready when you contact us:

  • Check number
  • Most recent payment amount and date
Bank or Wire Transfer

If you pay by bank or wire transfer, have this information ready when you contact us:

  • EFT number
  • Most recent payment amount and date
Direct Debit

If you pay by direct debit, have this information ready when you contact us:

  • Account holder name
  • Last 2 digits of the account number, or the mandate reference number
  • Most recent payment amount and date
PayPal

If you pay using PayPal, have this information ready when you contact us:

  • Primary PayPal email address
  • Most recent payment amount and date
TIP! If you can't find this information, we recommend reaching out within your organization to find more info about the account.

How we use this information

We only ask for the minimum amount of information needed to find and confirm your relationship to an account. We compare the details you provide with the details on the account to make sure we’re only allowing the right people access to sensitive information like billing details.

SurveyMonkey will never ask for your password, full credit card number, or any other bank account information. Our Security Statement has more details on how we keep your account and data safe.

If you need to contact support about an account, we're here to help! To keep your account and data secure, we may need to confirm account ownership or billing details before we send you account information.

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