A respondent reported an error
What the messages respondents see mean, and what to do about each one.
Most messages respondents report are the survey's own settings working as intended. Match the message to the list below before opening a ticket.
Messages and what they mean
| Message the respondent sees | Why | What to do |
|---|---|---|
| This survey is not available. It may not be published yet or the link may be incorrect. | The survey is not published, or the link is wrong or out of date. | Publish the survey and send the link again from the share dialog. |
| This survey has closed, or is no longer accepting responses. | The Close After Date has passed. | Change or remove the date in Project settings, Responses. |
| This survey has reached its response limit. | Max responses was reached. | Raise or remove the limit. |
| This survey needs its password. | Password Protection is on. | Send the respondent the password, or turn the protection off. |
| Sign in to Surbee | Require sign-in is on. | The respondent signs in, or you turn the setting off. |
| This survey can only be completed on a desktop or laptop computer, or on a phone or tablet. | Device Lock is set. | Ask the respondent to open the link on the right device, or set Any device. |
| This survey can only be submitted from an authorized network. | Network restriction or Block VPNs and proxies is on. | Ask the respondent to switch off their VPN or use the allowed network, or adjust the setting on the Integrity tab. |
| Too many submissions from this network. Please wait a moment and try again. | Many responses arrived from one network in a short time, which is common in a classroom or office. | Ask the respondent to wait a minute and submit again. |
Respondents do not need a Surbee account unless Require sign-in is on.
If the message is not in the list
- Ask the respondent for the exact message, a screenshot, the browser and device they used, and roughly when it happened.
- Ask them to reload the page and try once more, ideally in another browser.
- Open a support ticket, choose Bug or something broke, and include the survey link and what the respondent sent you.
A respondent's answers are only saved when they submit, so if the error appeared before they submitted, they will need to fill in the survey again once it is fixed.