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Troubleshooting Issues with an Email Invitation

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Why didn’t people get my email invitation?

If your message status says Sent and you followed our guidelines to avoid spam filters, it's likely people aren't getting your email for one of these reasons.

ReasonSolution
Your message is being blocked by a strict firewall filter on the recipient’s end

Ask the recipient to:

  1. Check their spam, junk, and clutter folder for your message
  2. Whitelist SurveyMonkey’s information

Once they’ve added us to their safe sender list, send the recipient a one-off reminder message so they can take your survey.

The recipient is opted out or bounced

Check if the recipient is opted out or bounced. If so, you can ask the recipient to opt back in if they want to take your survey.

After they opt back in, you need to create a new Email Invitation collector to send them the survey.

 

How long does it take to send my message?

Usually, it takes 5 - 15 minutes for your message to send. During this time, your status will say Sending.

In rare situations, the status may remain as Sending for up to 1 hour. This can happen when there's an unusually high volume of outgoing messages that are being monitored for spam and abuse.

If it has been more than 1 hour and you’ve already whitelisted SurveyMonkey’s info, feel free to contact us.

 

What's the status of my message?

You can view the status of all messages from the Message History section of the email invitation's Overview tab.

To view the Message History section:

  1. Go to the Collect Responses section of your survey.
  2. Click the email invitation collector name.
  3. On the Overview tab, scroll down to the Message History section.

 

StatusDescription
Sent

Your message was sent.

Follow these tips if people say they didn’t receive your survey invitation.

Sending

Your message is ready to send and is currently being monitored and released from our servers. The status should update to Sent soon.

Scheduled

The message is scheduled to send at a specific date and time.

Click . to unschedule or reschedule the message.

Draft

Your message has not been scheduled or sent.

Click Resume to finish composing your message, choosing your collector options, and scheduling or sending your message.

TIP! If your collector status says Not Configured, your message is in Draft status.

 

Why can’t I send my message?

If the Send now button is greyed out, or you get an error saying “something went wrong” when you try to send or schedule an email invitation message, it means you may have:

  • Added duplicate email addresses
  • Included recipients that are opted out or bounced
  • Imported a contact list that wasn’t formatted correctly

Follow these tips to send your message.

Need to send your survey right away? Create a Web Link collector to send your survey with your own email. However, web links aren't able to track recipients and survey responses in the same way as an email invitation.

 

Learn why people didn't get your email invitation, how long it takes to send a message, what the status of a message means, and what to do if you can't send a message.

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