First, make sure the survey link you sent out is correct. Links are character and case sensitive, so an extra space or a lower-case letter in place of an upper-case letter could break the link.
If you're using a Web Link Collector, click its nickname from the Collect Responses section of your survey—the correct link is at the top of the page.
If you're using an Email Invitation Collector, the correct unique link is sent automatically when you send the message.
Survey takers can't access my survey
Per our company policy, our services are not available in the following countries and regions (collectively, the “Prohibited Jurisdictions”):
The Donetsk, Luhansk, Kherson and Zaporizhzhya regions of Ukraine
Respondents attempting to access surveys from a Prohibited Jurisdiction will be blocked and receive an error message.
Even if you and your organization are not located in a Prohibited Jurisdiction, you will not be able to collect responses from individuals located in a Prohibited Jurisdiction. For example, an organization in the UK can't get responses from individuals in Syria.
Survey takers are asked to log in to SurveyMonkey
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.
Survey takers see a different survey, not mine
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:
Your collector has Multiple Responses turned off and the survey taker already took your survey.
A survey taker is forwarded a link from someone else's email invitation—Email Invitation Collectors can only record one response per email address.
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.
Survey takers can't move forward in the survey
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.
Survey takers see a message saying the survey is closed
Survey takers see a message saying they've already taken the survey
Check to see if you have Multiple Responses turned on or off. It's possible some survey takers are using the same computer to complete the survey. You need to turn on Multiple Responses to account for this.
Check to see if have Response Editing on or off. It's possible the survey taker already submitted a survey and is trying to make edits.
If you used Email Invitation, survey takers may be forwarded a link from someone else. Email Invitation Collectors can only record one response per email address, so you need to add new recipients.
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.