Contact Support
Email support@survey.is for help with account access, workspace setup, billing, surveys, invitations, API triggers, reports, or data questions.
Please do not email passwords, raw API trigger secrets, full invitation links, payment card numbers, or sensitive survey responses. Screenshots are useful, but redact private respondent information when possible.
Getting Started
How do I create my first survey?
Create or join a workspace, create a project, then create a survey inside that project. You can start from a blank survey, your saved question templates, or a global template when one is available.
Why do I need a workspace?
Workspaces hold projects, surveys, members, plan limits, billing, invitations, and results. A user can belong to multiple workspaces and switch between them from the app navigation.
What is the difference between Draft, Active, and Closed?
Draft surveys can be built but do not accept public responses. Active surveys accept responses through public links, codes, QR codes, invitations, or API-triggered invitation links. Closed surveys keep their results but stop accepting new responses.
Workspaces, Members, and Plans
Are subscriptions tied to users or workspaces?
Subscriptions are tied to workspaces. Upgrading one workspace unlocks that plan's features for that workspace only; it does not upgrade every workspace the same user can access.
Why does a plan mention owned workspaces?
Some plans let the same owner create or own more workspaces. Those additional workspaces still have their own plan and billing state.
Who can manage billing and members?
Workspace owners and admins can manage workspace settings, members, invitations, and billing controls when billing is connected. Members can edit surveys. Viewers can inspect content without changing it.
I joined a workspace but cannot change the plan. Why?
Your role may not include workspace management. Ask a workspace owner or admin to manage the plan, billing, or member access.
Survey Links, Codes, and QR Codes
Which link should I share?
Use the Public survey link from the survey builder or the Manual sharing tab. Respondents can also enter the human-friendly code on the Survey.is code entry page.
Why is my human-friendly code locked?
Public codes lock after launch so shared links and QR codes keep working. Close or edit the survey without changing the code once people may already have the link.
Why does the survey link show an unavailable message?
The survey may be Draft, Closed, suspended with its workspace, or unavailable because setup is incomplete. Make sure the survey is Active before sharing it with respondents.
Can I use the QR code in emails, slides, or printed materials?
Yes. Download the QR-code PNG from the sharing tools and use it anywhere respondents need quick access to the public survey link.
Responses and Results
Are responses anonymous?
Public link responses can be anonymous, but invitation links can attribute responses to recipient information and hidden metadata. The survey creator controls how the survey is shared and what questions are asked.
Why can I not edit or delete a question after responses exist?
Survey.is protects response integrity after answers are collected. You can still make safe edits such as prompt/help text, required flags, status, theme, adding questions, and reordering, but destructive changes are blocked.
Can respondents see results after submitting?
Only if the survey has public aggregate results enabled. Public results exclude private response data tables, exports, saved-view editing, and raw individual text-answer lists.
Why does a respondent get blocked from answering again?
The survey may have browser-cookie repeat-response prevention enabled. This is a friendly duplicate-response guard, not identity verification. Clearing results starts a fresh collection round.
Email Invitations
Why are invitation tools locked?
Audience lists, scheduled email batches, reminders, and API-triggered invitations are plan-gated. Manual sharing with the public link, short code, and QR code is available on every plan.
Why have queued invitations not sent?
Queued invitations are sent by the invitation worker only when the survey is Active. If the survey is Draft or Closed, queued emails wait until the next worker run after the survey becomes Active.
What recipient formats are supported?
Recipient lists accept one email per line, comma- or semicolon-separated emails, Name <email@example.com>, and email@example.com, Name. Duplicate emails in the same list are skipped.
Why did a recipient not receive an invitation?
Check the Queue and sent status tab, confirm the survey is Active, confirm the recipient address is correct, and ask the recipient to check spam or filtering rules. Managed Survey.is email delivery is best-effort and can still be blocked by recipient systems.
API Triggers
Where do I find API documentation?
Start with the API trigger guide for implementation examples, or open the API Docs page for endpoint reference details. The current public API is POST /api/invitation-trigger.
Why did my API request fail?
Common causes include a missing or invalid bearer token, a token cooldown, an inactive survey, an unsupported recipient payload, conflicting timing fields, or a workspace plan that does not include API triggers.
Can I see the trigger secret again?
No. Trigger secrets are shown once when created. Survey.is stores a hash of the secret. Delete the old token and create a new one if a secret is lost or exposed.
What should I put in metadata?
Use metadata for stable identifiers such as source event IDs, customer IDs, campaign names, or segments. Do not send passwords, payment data, raw secrets, or sensitive regulated information.
Imports, Exports, and Reports
How does CSV response import work?
CSV import creates a new draft survey from one CSV file. You map columns to survey questions, response dates, or hidden metadata. Imported CSV files are parsed for preview/import and are not stored as runtime files.
Why did a response date import differently than expected?
When a selected date value does not include a timezone, Survey.is interprets it using your profile timezone and stores it in UTC. Rows without a parseable selected date fall back to the import time.
Why is CSV export or PDF report unavailable?
Report export features are plan-gated. The server checks the workspace plan before exporting response data, even if a button appears in the interface.
Why do my filters affect exports?
CSV exports use the active date range and Response data table state, including column order, hidden columns, filters, and sort order.
Privacy and Data
Who can see survey responses?
Authorized workspace users can see results according to their workspace role. Public aggregate results are shown only when enabled and do not expose the private Response data table.
How do I request data deletion or export?
Email support@survey.is. Workspace members should include the workspace owner or admin when the request concerns workspace-owned survey data.
Where can I read the privacy and terms pages?
Review the Privacy Policy and Terms of Use for more detail about data handling, acceptable use, billing, and service terms.