Troubleshooting FAQs for Surveys

To work out why a survey isn't appearing, here are some key checks to make:

• Are there still responses available for this month in your response allowance?

  When the response allowance limit is reached, any surveys will stop showing on your site. On your Surveys page, a banner above your Survey indicates when you’re at 50% and 100% of your response allowance. The survey will reappear when your response allowance is reset the next calendar month or if you upgrade in the meantime, making more responses available.

• Has the survey been created on the correct Site?

  If you have more than one Site in your account, ensure your survey was created in the correct Site.

• Is the tracking code installed on the page where you're wanting to show the widget?

  Ensure you've installed the tracking code on the page where you'd like the survey to appear.

• Is the survey set to Active?

  Your widget will be in a draft state (Inactive) and won't appear on your live site until you set your survey to Active in the last step of the set up process.

• Have you already answered, or previously taken an action on the live widget?

  Depending on the survey and its settings, a cookie is stored when you answer or close a survey so it doesn't show again. Use the incognito or private mode of your web browser, which does not store cookies, to test this.

• Does your browser have enhanced security settings enabled?

  If you're using a Private or Incognito browsing mode, check to see if enhanced security settings are being enabled. These might be preventing some tools from loading.

• Does your browser have cookies enabled and is it a supported browser?
• Is your Content Security Policy blocking your survey from loading on the page?

• Are there other Surveys widgets targeting the same page with a greater level of priority?

  If multiple survey widgets are targeting the same URL, they may appear one at a time depending on their priority level.

  For more detail, see the What if I have multiple Surveys on the same page? FAQ on this page.

If your survey isn't showing correctly on the targeted page, or if fonts and layouts seem off, your site's CSS may be overriding the CSS used for Surveys. Check your site's CSS in case it is preventing the CSS used in the widget.

A possible fix for this would be to have your developer add a :not() pseudo-class to the affected CSS selector. This would apply the styling to all buttons except for those which match the argument set in :not().

Surveys have a class applied, beginning with _hj, so for most sites you can apply a :not() which says, don't apply this CSS to anything that has a class starting with _hj.

For example, if your CSS is targeting a button element, your CSS rule could be button:not([class^="_hj"]). There are other ways to resolve this, so consult with your web developer to determine the best options for your site.

You can disable or deactivate a survey by switching the Status toggle of the survey to Inactive in the upper-right corner of your survey results page.

It's not possible to customize the CSS of a survey. Depending on your subscription, you are able to change the color within the Appearance step of your setup.

If multiple surveys exist on the same page, they will not appear at the same time but will instead be queued. When a response is received or a user closes the higher priority survey on the page, the next survey in the queue will appear on the next visit to that page. Responding to or closing a survey does not trigger the immediate display of the next one; it will only show upon revisiting the page.

Surveys are prioritized in the following ways:

• Popover or Full-screen surveys will appear before Button surveys, or Bubble surveys. The most recent survey will appear first.
• Button surveys and Bubble surveys have the same priority. This means they can show at the same time regardless of the creation date.
• Embedded surveys will appear alongside all other survey types.

• Popup Surveys: can only be located on the bottom of the page, with a choice of left or right side positioning. You can change the positioning in the Appearance step of the Survey set up page.
• Full screen and Link surveys: placement cannot be changed.
• Embedded surveys: can be placed inline with other page elements.

Only a team member with Admin access or higher will be able to make these changes. To change the URL for the Privacy policy page link, visit your Sites & Organizations page. Then click on the gear icon to enter the Site settings page and click the Site information section where you can enter the Site Privacy Policy URL.

The language selected within a survey's set up will only affect the text of the survey that is not customizable. This includes the rating labels, input placeholder text, and Send or Skip buttons.

Any customizable text needs to be manually written in your desired language.

It is possible for a survey to be answered more than once by a user if the type is changed from Link to Popover or Full Screen, after the survey is created. This is because survey interactions that occur on an external page (using a Link survey) are evaluated separately from surveys that appear on your website (Popover or Full Screen).

For example, if a user responds directly to a Link survey and an invite is later added to the page, the user would be able to see and accept the invite that appears on your website, but they would not be able to answer the survey twice. Instead they would see a message thanking them for already submitting the survey.

Similarly, if a user declines an invite to a Link survey and the survey type is later changed from Link to Popover or Full Screen, they would be able to see and respond to the Popover or Full screen survey. The reason is that Link surveys use different cookies than the on-site surveys (Popover or Full Screen), to determine who has interacted with them in the past.

You can link to your privacy policy by first entering the text before starting the survey underneath the title.