Survey Takers Can’t Complete My Survey

Per our company policy, our services are not available in the following countries and regions (collectively, the “Prohibited Jurisdictions”):  

Respondents attempting to access surveys from a Prohibited Jurisdiction will be blocked and receive an error message.

Check to see if your collector has Multiple Responses turned on or off. If you only allow one response per computer, survey takers might be sent to a SurveyMonkey webpage if they try to access your survey again. This page thanks them for taking the survey and provides information about our site. If they click a link to create a survey or take a SurveyMonkey Contribute survey, they may be asked to log in to SurveyMonkey.

If survey takers mention anything about being asked how much soda they drink, how often they watch TV, or their income levels or political leanings, then they probably clicked on a link for our Contribute program.

Survey takers can see the Contribute ad in the following situations:

You can edit the Survey End Page to redirect survey taker to any URL after completing the survey. This prevents survey takers from being sent to our Contribute page.

You can create a Custom Thank You so survey takers know when your survey is done.

If you included Skip Logic in your survey design, there may be logic on a question or page that is directing survey takers backwards in the survey. You'll need to edit your survey design to fix the problem. Be sure to only skip survey takers forward in a survey or it can create an endless loop.

After you edit the design of a live survey, survey takers taking your survey at that time may be looped back to the start as your survey refreshes. However, survey takers will just need to click the link you already sent to access the updated survey. The URL doesn't change, so you don't need to send a new link.

Check to see if you turned on Cutoff Date and Time or Response Limits. If the date has passed or the response count has been reached, survey takers won't be able to access your survey. You can edit the closed message or turn these settings off.

If you make edits to a collector, survey takers just need to click the link you already sent to access the survey. The URL doesn't change, so you don't need to send a new link.