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Surveys

Survey Access, Settings, and Troubleshooting

Resolve common access, public-link, submission, and reporting issues.

Last updated 13 days ago

Use these checks when the Surveys menu is missing, a public link does not work, or expected results are not visible.

Surveys is not visible

Confirm that Surveys is included in your organisation’s plan and that your user has the required administrative permissions. Contact your Hanna administrator if Surveys is not listed under System Settings.

  • Save the survey first.
  • Make sure the survey has a name and every question has text.
  • Review required-answer rules and conditional routes.
  • Refresh the page and try again.

A respondent cannot submit

Check that the complete public URL is being used. Ask the respondent to open it in a new browser window. If the error is attached to one question, review its required, length, format, or selection-count rules.

Respondent identity is missing

This is expected for an anonymous survey: respondent identity is removed when the response is submitted. For a non-anonymous survey, check whether it was created from a linked CRM record or as a separate instance for that recipient.

Totals look incorrect

Clear filters and check the selected date range. Preview submissions are excluded from standard totals. Review NPS and averages only after confirming that the correct question and response set are selected.

If the public link, response submission, or results still do not work as expected after the relevant checks, send Hanna Customer Support the survey name or link, attempt time and time zone, exact step, exact error text, and whether the survey is anonymous. Do not send respondent answers unless they are required to investigate the issue.

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