ARTICLE

Your Login Details

Account Email Address

Changing Your Email

An account holder is identified by the account’s email address. Make sure your email address is always up to date so we can reach you with important info and so our support team is authorized to help you. When you change your account email address, the previous email address will get an email about the change.

To change your account email address if you’re using the new way to log in:

  1. Log in and go to My Account.
  2. Find the Profile section.
  3. Go to the Login Details page from the Email and Password section.
  4. Select Edit next to your email address.
  5. Update your email address and confirm your current password.
  6. Select Next.
  7. Check your email inbox to verify your email address. Once you verify your email your email address will update.
  8. From the confirmation page, choose Log in to log in with your new address.

To change your account email address if you’re still using your username to log in:

  1. Log in and go to My Account.
  2. Go to the Login Details section.
  3. Click Edit next to the email address.
  4. Update your email address and confirm your current password.
  5. Click Change Email.
  6. Verify your email address.

Use an email address that only you have access to. Role-based, list-serv email addresses like info@, admin@, or sales@yourcompany.com can't be used for your SurveyMonkey account.

Verifying Your Email

It’s important to verify your account email address to make sure you can receive account-related emails from us. You may be required to verify your email address before collecting responses to your surveys, including any new sender email address you’re using for the first time.

To verify your account email address using the new way to log in:

  1. Log in and go to My Account.
  2. Go to the Profile section.
  3. Go to the Login Details page from the Email and Password section.
  4. If your email says Not Verified, click Verify.
  5. Check your email inbox to verify your email address. Once you verify your email your email address will update.
  6. From the confirmation page, choose Log in to log in with your new address.

To verify your account email address using your username to log in:

  1. Log in and go to My Account.
  2. Go to the Login Details section.
  3. If your email says Not Verified, click Resend Email.
  4. Go to your inbox and look for an email from SurveyMonkey.
  5. Click the verification link.

Email Verification Issues

Your email address is incorrect

There may be a typo in the email address or the email might belong to someone else. Also, if your trouble is specific to verifying your account email address, you may be using an unsupported email address, like a generic, role-based, or list-serv email address.

You didn't get the email

If you have access to the email account but you're not getting the verification email, it's likely either in your spam, junk, or clutter folder. The email subject is "Verify Your Email Address" and is sent from surveymonkey@t.outbound.surveymonkey.com.

You can add us to your safe sender's list by allowing our sender domains and IP addresses. If you're not sure how to add to your allow list, just pass that info along to your IT department.

You don't have access to the email account

If you don't have access to the email account (you're using someone else's email address, a no-reply email address, or an internal email address that can't receive emails from other domains, etc.), you can:

  • Reach out to your IT department and ask them to allow the internal email address to receive emails from SurveyMonkey by allow listing our info. Then they'll need to forward you the verification email so you can click the verification link.
  • Change the email address—use an email account that you do have access to.

Your link isn't working

You (the SurveyMonkey account holder) must be logged in to your SurveyMonkey account when you click the the verification link. If you're not logged in, you'll see an error message or be asked to log in when you click the verification link.

You have multiple SurveyMonkey accounts

If you have multiple SurveyMonkey accounts with the same email address, and you’re not using the new login process, please make sure you're logged in to the correct account when you click the verification link. If you're not logged in to the correct account, you'll see an error message.

Username

If you’re using the new login process, and don’t log in with SSO, you can edit your username in the Profile section of My Account.

If you’re still logging in with your username, and have not switched to the new login process, you can edit your username in the Login Details section of My Account. If you’re having trouble logging in, you might have multiple SurveyMonkey accounts, which means you might have more than one username. You can get a list of all usernames tied to an email address, enter your email on the Forgot Password page.

Password

If you’re using the new login process, you can edit your password by visiting the Login Details page in the Profile section of My Account.

Sharing login info goes against our Terms of Use and opens your account to risk of a potential breach. To protect access to your account and data, create a strong, hard-to-guess password that only you know. Check out other password tips to help keep your account secure.

TIP! If you forgot your password or don't have one, log out of your account and follow these steps to reset your password.

Transferring the Account

If you use SurveyMonkey for work and you're changing jobs, update the point of contact to the new person responsible for surveys at your organization. All you have to do is change the account email to update the account holder.

If you don't want to transfer your entire account, you can transfer surveys to any paid account. The username for the account you’re transferring to can be found in their My Account section.

If multiple people need to collaborate on surveys, upgrade to a team to unlock all collaboration features.