Frequently asked questions
Quick answers to the questions we hear most, with a link to the full page.
Accounts and plans
Do people who answer my survey need an account? No. Respondents never need an account, and they don't count as users. Free trial and paid plans
My survey stopped accepting answers. Why? Either it reached its limit, or your trial or subscription ended. The message on the survey tells you which. Subscription status
Do I have to upgrade to get more responses? No. You can buy a responses pack for just that survey. Packs and add-ons
Will my data be deleted if I stop paying? Not straight away. The account stays read-only for 60 days, and we remind you 14, 7 and 1 days before. After that it is suspended and its data permanently deleted. Data retention and privacy
How do I close my account? The account owner closes it from the Account page. Subscriptions stop at once, and the account is read-only for 60 days before it is deleted. Subscription status
Can I come back after my account was deleted? Yes. Sign in with the same email and reactivate it. It starts empty, without a new free trial. Subscription status
Will my account be deleted if nobody uses it? Only after 24 months with no sign-in and no responses. We email you 30, 14 and 7 days before, and signing in once keeps it. Subscription status
Do I get storage space for attachments? Yes. Any paid service gives your account 500MB of free storage for attachments, shared across everything you collect. Rent more by the gigabyte whenever you need it. Subscription status
Collecting data
Can my team collect data without internet? Yes, with the Collect app. What is Collect?
A collector went over their quota while offline. Is the data lost? No. Extra answers are refused but stay on the phone, and can be exported. Collector quotas
Can respondents answer in their own language? Yes, in any language you've translated and approved. Translate a survey
My public form link doesn't open. Check that Public Link (No Login) and Accept Responses (Active) are both on. Share a form's public link
Team
How do I add a colleague? Add a user to your account
A colleague forgot their password. An administrator can use Reset Password in the users list. Add a user to your account