If a respondent is unable to open your survey, proceed through it, or submit their response, the issue may be related to the survey's access, submission, response limit, or expiration settings.

You can review these options from Survey Settings to identify what may be preventing the respondent from accessing or completing the survey.

Check Your Survey Settings

Open the relevant survey and go to Survey Settings. Review the following options under Survey Submission and Survey Access.

1. Check Survey Submission Settings

Under Survey Submission, verify the following settings:

Allow Partial Submission of Surveys
If this option is disabled, respondents may need to complete the required survey flow before they can submit their response.

Allow multiple submission per Respondent
If respondents need to submit the survey more than once, make sure this option is enabled. If multiple submissions are restricted, a respondent who has already completed the survey may not be able to submit another response.

2. Check Survey Access Settings

Under Survey Access, verify how respondents are allowed to access the survey.

Password Protected
If enabled, only respondents who have the correct survey password can access the survey. Make sure the respondent has been provided with the correct password.

Allow open access
When selected, anyone with the survey link can access and take the survey.

By Invitation Only
If selected, only contacts who have been invited to the survey can access it. If a respondent is unable to open the survey, verify that they have been added to the appropriate contact list and invited to participate.

If respondents are receiving an access-related message, first check whether the survey is set to Password Protected or By Invitation Only.

3. Check Previously Completed Survey Access

If multiple submissions are not allowed, a respondent who tries to access a link that has already been completed may see the configured message instead of being able to submit another response.

4. Check the Response Limit

Check Limit total number of responses for this survey.

If a response limit has been enabled and the maximum number of responses has already been reached, new respondents may not be able to submit the survey.

5. Check Survey Expiration

Check Survey Expiration under Survey Access.

If Survey Expiration is enabled, verify that the survey's configured response period has not ended. An expired survey may prevent respondents from accessing or submitting their responses.

Also review the Default message of survey link expiration to understand what respondents will see when they try to access an expired survey link.

6. Check Mandatory Questions and Survey Logic

If the respondent can open the survey but cannot move forward or submit it, review the survey's mandatory questions and logic.

Make sure:

• All required questions can be answered.
• The configured logic does not create an unintended blocker.
• The respondent is being routed to the expected questions.
• There are no mandatory questions hidden by an incorrect logic condition.

Test the survey yourself using the same respondent path to identify whether a particular question or logic condition is preventing completion.

7. Check the Survey Link and Browser

If the respondent cannot open the survey at all, verify that they are using the correct survey link.

You can also ask them to:

• Open the link in another browser.
• Try an incognito/private browsing window.
• Clear their browser cache and try again.
• Try accessing the survey from another device.

Still Unable to Access or Complete the Survey?

If all the above settings are correct and the respondent is still unable to access or complete the survey, contact SurveySensum Support with the survey name, survey link, the respondent's issue or error message, and a screenshot if available.

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.