Technical & Troubleshooting

If you did not receive your verification email, first check:

• your spam or junk folder
• that you entered the correct email address when signing in

In some cases, verification emails may not be delivered if email notifications are disabled or restricted by your organisation’s email settings.

If you still cannot find the verification email, please submit a Support Request ticket and our team will help restore access to your account.

Uploaded images are not auto-fitted in the platform for all question types, so the correct template needs to be used to make sure they are fully visible in the app.

Use the image template that matches the question type. Templates are required for Info Image, A/B or A/B/C/D, and Swipe questions. Templates are not required for Image Highlight or Image Grid questions, although the recommended dimensions should still be followed.

When preparing an image, use Crop and then select Fit rather than Fill. Check the recommended dimensions, format, transparency and file-size requirements in the full image guidance.

If your survey logic is not behaving as expected:

• review your logic conditions carefully
• ensure questions are linked correctly
• test all participant pathways before launch under Survey Preview

Incorrect setup or overlapping logic rules may cause questions to display unexpectedly.

If you still experience issues after checking the above, please contact us via the Submit a Request form.

If your brief preview does not open, check that all questions have been completed correctly.

An empty question, an unfilled required field, or a question with blank response options can cause an error and prevent the preview from loading. Review each question in your brief and remove or complete any empty question or option.

Once all questions and response options have been completed, try previewing the brief again.

If the text in your Info Image disappears after it has been added, check whether it contains double quotation marks (").

Double quotation marks are not supported and may cause the text to be removed. To resolve the issue, remove the quotation marks completely or replace them with single quotation marks (').

After making this change, save the Info Image and check that the text displays correctly. Always review your brief using Preview before launching it.

A grey background behind white images is part of the platform’s default display design and cannot currently be removed through the settings. This does not indicate a problem with the uploaded file.