FAQ

How do I make sure the participant only answers with an email address or number?

Open text inputs in a Form question, will allow the participant to input anything by default. However, there are cases when you may want to specifically ask for their email address or age for example. In such cases, you can restrict the input to only allow answers in a certain format. To do this, you ...

How do I exclude a recipient from a survey reminder sending?

After you have sent your email invitations, you can send reminders. When you send a reminder, we will automatically only address the recipients who have not yet (fully) participated. Exclude Selected Recipients If you would like to remove specific recipients from the reminder list, you can do so by selecting one or multiple recipients and ...

How do I pin a choice/row within a question?

There may be cases when you would like an answer option to stick to the beginning or the end of the list of options. This is especially useful when "random" sorting has been applied and you want to exclude one single option from the random sorting (e.g. "None of the above"). To do this, you ...

How do I stop my survey automatically navigating to the next page?

By default, your survey will automatically try to navigate to the next page (unless it is the last page) when a participant answers the last question. This setting can be turned off from within your survey settings:

How are scores calculated on the ranking question?

The Ranking Question choices are ranked by the overall score. This is calculated based on the number of choices and how many times each choice was ranked in certain positions. For example, here is a data table taken from the results of a ranking question: This Ranking Question has 5 choices. Each of the question’s ...

How do I quickly copy the original text when translating my survey?

When translating your survey, there may be times when you would like to use the original text from the default language as a base to your translation or, in some cases, texts may actually not need translated at all, for example, a list of people's names. [caption id="attachment_1543" align="alignnone" width="583"] Copy Original Text[/caption] In the ...

How do I change the owner of my SurveyHero account?

You can change the owner of your SurveyHero account by following a few simple steps: Go to the "User Data" page in your account. You will see the option to change the account email address. Click "Change" and then follow the instructions to change the account email to the new account owner's email address. An ...

How do I manage how many times people can participate in my survey?

You can control how many times people participate in your survey by changing the "Manage Multiple Participation" setting, found within your collector settings. [caption id="attachment_1482" align="alignnone" width="324"] Manage Multiple Participation[/caption] You have the following options available: Multiple times per computer (restarts on refresh, even if not finished) Whenever the survey link is being opened, whether a ...

How do I remove the asterisk from the end of a required question?

You can remove the asterisk from the end of a required questions by turning off the option shown in the survey settings. This option is active by default. When it is turned off, required questions will still have the exact same functionality, except they will simply no longer show an asterisk after the question text. Note: In ...

How do I customize the “Thank You” page text of my survey?

When a participant completes your survey, they are normally shown a “Thank you” page. This page acts as a confirmation that they have indeed reached the end of your survey and that their answers have successfully been submitted. You can customize the text that is displayed to the participant on survey completion in the "Manage ...

How do I hide the question description?

You can hide the description of your question by activating the "Hide description in tooltip" toggle in your question's settings. [caption id="attachment_1221" align="alignnone" width="637"] Hide description in tooltip setting[/caption] When this setting is active on your question, the description will be initially hidden, and the participant will be able to toggle it on and off ...

Do you have an API?

The SurveyHero API is REST-based and can be accessed with the use of API keys. You will find full documentation for the API here: https://developer.surveyhero.com The documentation will guide you through authentication and present all of the different endpoints that can be consumed.

How can I filter my results by a specific date range?

The results filter controls can be found on the left side of the “Reports” and “Responses” areas. If you select the "Date Range" filter, you will see a drop-down with predefined date ranges as well as an option to choose a "Custom Range". When you select this, you will be presented with two date pickers ...

How can I add hyperlinks to my survey?

It is very easy to add links to your survey. To do so, simply select some text and click on the "link" (chain link) icon: To edit or remove an existing link, simply click on it within the editor and a menu will appear. This will allow you to either "open", "edit" or "remove" the ...

Can participants pause and resume later?

You can activate the ability for your participants to be able to pause and resume participation from within your collector settings: [caption id="attachment_1086" align="alignnone" width="495"] Pause & Resume Participation Option[/caption] When this option is active, your participants will see a "Resume Later?" button at the top of the survey. When they click on that they ...

What happens to my results when I delete a question?

When a question has collected some answers, those answers will of course be shown in the survey results area. However it is important to note that, if you delete the question from the survey, then these answers will also be removed from the results. To get the answers back in the results you will need ...

How do I recover deleted questions?

In the survey edit area, you can delete elements and entire pages of elements. If you would like to restore your questions, we have a "Deleted Questions" box where you can see all of the questions that have been deleted in your survey. You will find this box if you scroll to the bottom of ...

How do I limit the number of characters in my text question?

You can set a maximum number of characters on both "Textfield" and "Textarea" question types. To activate this option simply go into the settings for the question and make sure that the "Limit number of characters" toggle is turned on. [caption id="attachment_859" align="alignnone" width="592"] Limit number of characters[/caption] When this option is active, the user ...

How can I add a summary page at the end of my survey?

A Summary Page contains all of the questions in your survey as well as the participant's chosen answers. You can activate the Summary Page for your survey in the Collector Settings under the section "Show answer summary page". When this option is active the Summary Page will be shown at the end of your survey just ...

How can I add an “Other” text box to multiple choice questions?

You can add an optional "Other" text box to Multiple Choice Questions by checking the option in the question settings. You will find the option at the bottom of the question choices in the "Rows" settings panel. When you check the option, the input field will be enabled. By default, the placeholder text in the input will be ...

Why can I not access certain features?

Some of the more advanced features throughout the tool are only available when you are subscribed to one of our paid plans. When you try to click/use a feature that you do not yet have permission to use, you will be shown an overlay message prompting you that you must first upgrade your account. As ...

What payment options are available?

You can pay with credit card or with invoice via bank transfer. We have monthly and yearly options available.

What happens to my account after cancellation?

Your account will remain on the purchased plan until the regular expiry of your subscription. Your account will then be downgraded back to our free plan and no further charges will be made.

How do I reset my password?

To reset your password go to this link: https://www.surveyhero.com/reset-password Enter your email address and click on the “Send Email” button. This will send you an email with a password reset link. When you click on this link you will be taken to a page where you can enter a new password for your account. Your new ...

How do I delete my account?

If you would like to completely delete your account (Please tell us why?), simply visit "My Account" while being signed in. There you will find the option to delete your account. Deleting your account will permanently delete all of your data (collected answers included) from our system. Why don't you downgrade to a free account instead? ...

How do I mark a question as required?

If you would like to make sure a question is answered in your survey then you can mark it as "Required". The participant will not be able to complete the survey until all required questions are answered. In the Survey Editor, if you click on the “Modify” icon on the question you want to make required, ...

How do I save the changes to my survey?

Any changes you make in the editor, either from the settings panel or via inline editing, will be saved automatically. You can see the current saved status on the top right side of your screen, near to the Preview Survey button.

Can I cancel at any time?

Yes, definitely. Subscriptions for our paid products can be cancelled easily within your account, at any time. If you e.g. only need our paid product for a month, simply cancel the subscription right after your upgrade. If you would rather completely delete your account (Please tell us why?), simply visit "My Account" while being signed ...