Email Survey Not Received: Troubleshooting Email Invitations
If a respondent has not received their survey invitation or reminder email, the issue may be related to the contact status, email address, delivery settings, or the recipient's email system. Use the checks below to identify the cause and determine the next steps.
Check the Contact Status
Start by checking the contact's status in the survey's Contacts section.
Verify that the contact has been successfully added and that the email invitation was sent to the intended contact.
Pay attention to statuses that indicate the email could not be delivered or that the contact is no longer eligible to receive emails.
1. Check for Bounced or Unsubscribed Contacts
Check whether the contact is marked as Bounced or Unsubscribed.
- Bounced: The email could not be delivered to the recipient's email server.
- Unsubscribed: The contact has opted out of receiving survey communications.
If a contact is unsubscribed, they may not receive further survey emails. For bounced contacts, verify the email address and investigate the reason for the delivery failure before attempting to resend.
2. Verify the Email Address
Make sure the email address entered for the contact is correct and complete.
Check for:
- Spelling errors.
- Missing or extra characters.
- Incorrect domain names.
- Spaces or formatting issues.
- An outdated or inactive email address.
If the address is incorrect, update the contact information with the correct email address before sending the invitation again.3. Check the Survey Send Limit
SurveySensum allows you to limit the number of survey invitations that can be sent within a specified time period.
Go to Survey Settings and check the Survey Send Limit section. If Limit the number of surveys sent is enabled, verify:
- The configured send limit has not already been reached.
- The selected time period is appropriate.
- The limit is being applied to the intended channel(s).
For example, a survey may be configured to allow only a certain number of emails to be sent per day. Once that limit is reached, additional survey invitations may not be sent until the applicable limit resets.
If multiple respondents are not receiving their survey invitations at the same time, check the Survey Send Limit before troubleshooting individual email addresses.4. Ask the Respondent to Check Spam or Junk
Sometimes a valid survey invitation may be filtered by the recipient's email provider.
Ask the respondent to check their:
- Spam/Junk folder.
- Promotions or similar filtered folders.
- Email quarantine, if their organization uses one.
They can also search their mailbox for the survey invitation or sender email address.
5. Resend the Invitation or Send a Reminder
If the contact details and status are correct but the respondent still has not received the email, you can resend the invitation or send a reminder where applicable.
Before resending, confirm that:
- The email address is correct.
- The contact is eligible to receive the survey.
- The contact is not unsubscribed.
- The previous email was not blocked or bounced.
If the issue persists, please contact our Support Team at support@surveysensum.com with relevant details about the issue so we can assist you further.Related Articles
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