Technology is great. What did we do before Google Maps and Yelp? But sometimes things happen. This is the place to get help when things go off track.
If you can't find the answer to your situation below, please leave a voicemail with a contact number for Mannat at 443 470 5475 or email us at email@example.com. We'll get back to you as soon as we can.
Help! I got knocked out of the survey!
Okay. Don't panic. It happens. Your cellphone battery dies or your wifi drops out and you get booted out of the survey. Take a deep breath... and then look over these options:
If you were just a short way into the survey, your best bet is to just go back in and start over. No, there's no way to make the survey start from where you left off. Yes, we know that's a pain. Just be sure to enter the same identical Personal ID Code that you created at the beginning of the study. Complete the study as if nothing happened; when you reach the end you will get the link to claim your gift card. The study team that reviews the data will see that there is a partial response and then a complete response from the same Personal ID Code. The complete one will be included in the data analysis and the partial one will not.
If you were almost done (let's say 30 minutes into the study), or if you have lost access to the internet and don't expect to have access again soon, please contact Mannat at 443 470 5475. You will need your Personal ID Code that you created at the beginning of the study. Be sure to leave a phone number where Mannat can return your call, as well as your Personal ID Code. Mannat will get back with you, verify that we have your partial response and your Personal ID Code in the database, and make arrangements for getting your gift card to you. If you don't know your Personal ID Code or if it doesn't show up in our database, then we are terribly sorry but there's nothing we can do to help. The Personal ID Code is our method of verification. You could always start a new session and answer the survey when you get internet access, but no matter how many times you answer the study, you only get one gift card.
I'm having trouble accessing the survey link! What do I do?
This could be caused by a lot of different things. Let's look at the ones that are the most common.
Make sure the device you are using to access the survey has power. Yes, it sounds silly, but sometimes it's the simplest of things that cause such big worries. You can access the survey on a Desktop, Laptop, Tablet, or Smartphone running any modern operating system (e.g., Windows, OSX, Linux, iOS, Android, etc.)
Make sure you have access to the Internet. Yup. Another simple thing. If other sites won't load, then the problem is likely not the survey.
Make sure the survey is not CLOSED. Yes, sadly, after a while the survey will close so that the data can be extracted and analysed. Once the survey is closed, anyone who drops by the link will get a page telling them the survey is closed.
TRYING TO ACCESS THE SURVEY FROM A DESKTOP, LAPTOP, OR TABLET:
PROBLEM: I got to the website okay, but when I click on TAKE THE SURVEY, nothing happens/I get an error message/the survey loads but it doesn't seem to work.
TRYING TO ACCESS THE SURVEY FROM A SMARTPHONE:
PROBLEM: The survey comes up, but it's wonky. It's too small/doesn't flip or expand/it's hard to tap the responses, or it doesn't take input.
ANSWER: SurveyMonkey surveys are mobile responsive, and optimized for desktop, tablet and mobile resolutions on Android and iOS devices. Windows phones are sometimes less flexible with SurveyMonkey design. If you are using a Windows phone and having trouble, you may want to try accessing the survey from another device. Check to make sure that your phone hasn't gone into power-save mode, which can sometimes limit the automatic re-sizing and rotating of the screen. When in doubt, close that screen, then open a new browser window and try again. If you are a SurveyMonkey designer and have installed the SurveyMonkey app on your phone, the app may try to serve the survey. This may be the cause of the problem. Instead of using the app, open a traditional browser window and copy the link to the survey into that window. If that doesn't solve the problem, you may want to try accessing the survey from another device. Or, you could come to a location where the study team are providing access to the survey. They will provide a tablet from which you can access the survey, complete it, and receive your gift card right there on the spot.
The survey is behaving strangely! Help!
You were just answering Question 22 and suddenly you find yourself on Question 47. Or, you were answering questions based on your female gender identity and suddenly you get a bunch of questions about your male gender identity! What the hey?! Or maybe the survey just stops working.
We tested and tested the survey, and then tested it some more. And we did the very best a group of humans can do to provide you with a comfortable, seamless survey experience. But mistakes can happen. If you've found a mistake we've made, please let us know by contacting Mannat at firstname.lastname@example.org or 443 470 5475, or Jean-Michel at email@example.com or 410 767 5016, and we'll do our best to fix the problem as quickly as possible. It's helpful if you can tell us where (what question) you were in the survey when you started experiencing problems and what the problems were. Naturally, if some error caused you to be unable to get to the end of the survey to request your gift card, we'll take care of that with you. Just get in touch.