Troubleshooting & FAQ

Troubleshooting & Frequently Asked Questions

Running into a snag with SurveyTale? This page covers the most common questions and quick fixes. Find your issue below, follow the steps, and you should be back on track in a few minutes. If something still isn't working after trying these steps, reach out to our support team with as much detail as possible.

Responses & Results

My survey responses aren't showing up

If you've shared your survey but don't see any responses, work through these checks in order:

1. Confirm the survey is published. A survey in draft mode won't collect responses. Open the survey and make sure it has been published and is set to active (not paused, closed, or completed).
2. Test the live link yourself. Open the shared link in a private/incognito window, submit a test response, and check whether it appears in your results.
3. Check your filters. In the results view, an active filter can hide responses. Clear all filters and confirm the date range covers when responses were submitted.
4. Allow for a short delay. Results usually appear within moments, but a brief processing delay is normal during periods of heavy traffic. Refresh the page after a minute.
5. Verify the response limit. On plans with usage limits, surveys stop collecting once a response cap is reached. If you've hit your plan's limit, new submissions won't be recorded until you upgrade or the limit resets.

Partial or incomplete responses

If a respondent closes the survey before finishing, you may see a partial response (or none, depending on your settings). This is expected behavior. Encourage completion by keeping surveys short and making questions optional where it makes sense.

Sharing & Embedding

My survey link isn't working

• Make sure the survey is published and active. Unpublished or closed surveys will show an error or unavailable message to respondents.
• Copy the link from the Share panel rather than the browser address bar in the editor, which points to the editing view instead of the live survey.
• Re-share after major edits. The link itself stays the same, but confirm you've saved and re-published your latest changes.

My embedded survey won't display on my website

If you're embedding a SurveyTale survey on your own site and it isn't appearing:

1. Confirm the embed code is placed correctly in your page's HTML, and that nothing is stripping out the <script> or <iframe> tag.
2. Check for content blockers. Ad blockers, strict privacy settings, or a Content Security Policy (CSP) on your site can prevent third-party embeds from loading.
3. Verify the survey is published. An embed of a draft survey won't render for visitors.
4. Test in a different browser to rule out a local caching or extension issue.

Integrations

An integration or channel isn't showing up

If a third-party integration (such as Slack, email, or another connected tool) isn't available or isn't appearing where you expect:

• Confirm your plan includes it. Some integrations are unlocked on higher tiers. If the option is greyed out or shows a locked prompt, your current plan may not include that feature.
• Reconnect the integration. Open the integration settings, disconnect, and reconnect the account. Expired authorizations are a common cause of channels disappearing.
• Check permissions. The connected account needs the right access for SurveyTale to post or sync data. A revoked permission on the other service will silently break the connection.

For Slack specifically, you'll need to invite the SurveyTale app into the channel you want to use. See our dedicated Slack setup article for step-by-step instructions on completing the channel invite.

Plans & Feature Limits

I'm seeing a "locked" or "upgrade required" prompt

Certain capabilities — such as removing SurveyTale branding, advanced AI tools, and some integrations — are part of higher plans. When you see a locked feature:

• Review your current plan in your workspace billing or settings area to see what's included.
• Upgrade to unlock it. The Ultra plan unlocks everything, including all integrations, branding removal, AI tools, and advanced features. Lower tiers apply usage limits and gate certain capabilities.
• Confirm the upgrade applied. After upgrading, reload the page so the new entitlements take effect.

I've hit a usage limit

Free and Pro plans include usage limits (for example, on responses or active surveys). If you've reached a limit, you may be unable to collect new responses or create new surveys until you upgrade. Upgrading to a higher plan raises or removes these limits immediately.

Email Deliverability

My survey emails aren't being received

If you're distributing surveys by email and recipients aren't getting them:

1. Ask recipients to check spam/junk folders. Survey invitations sometimes get filtered there, especially on first contact.
2. Verify the recipient addresses are correct and that the contacts you're sending to are valid.
3. Avoid spam triggers. Subject lines and content with excessive links, all-caps, or spammy phrasing are more likely to be filtered.
4. Confirm any sender/domain settings. If your plan supports sending from a custom domain, make sure the required authentication is in place so messages are trusted by inbox providers.
5. Send a test to yourself first to confirm formatting and deliverability before a larger send.

Account & Access

I can't log in

• Reset your password using the "forgot password" option on the sign-in screen.
• Confirm you're using the correct email tied to your workspace.
• Clear your browser cache or try a private window if the sign-in page behaves unexpectedly.

I can't find a survey or workspace

Make sure you're signed in to the correct account. If you belong to more than one workspace, switch to the workspace that owns the survey. If a teammate created it, confirm they've shared access with you.

Still need help?

If you've worked through the steps above and the problem persists, contact SurveyTale support. To help us resolve it faster, include:

• The name or link of the affected survey
• What you expected to happen versus what actually happened
• Any error message you saw (a screenshot is ideal)
• The browser and device you were using

The more detail you provide, the quicker we can get you back to collecting responses.