If respondents report that the link is broken, ask if have they attempted to copy and paste the entire link from their emails into their web browsers.

• Sometimes what happens is that the receiving email client automatically formats the hyperlink improperly as it receives the message.
• This results in an invalid link that defaults to our homepage. Typically the fix for this is copying and pasting the entire link directly into the web browser address bar rather than clicking on it.

 

However, always consider the type of collector created and the settings established on the link.

1. Web Link vs. Email Invitation collector.
2. Does it allow one response or multiple responses?
3. Is the link missing a character or is it split/deactivated by the receiving email client? 

NOTE: If the URL is missing elements or if it is split in half, it will always go to our homepage.

 

A. Web Link:

If the URL's elements are incorrect or missing characters, please recopy the original from the collector's [Get Survey Link] section. This makes it a fresh link again. Paste it into a new message to send to your respondents.

Additional information for correcting other issues:

  Correct link but it is just not clickable?

  Survey not opening to page 1 (e.g. opens to thank you page, our landing page, etc.)?

 

B. Email Invitation:

If it was delivered by our mail server, then you may need to check how the message has been created. If the [SurveyLink] tag was placed on a line with other text, then the respondent's email client may be breaking the link into multiple lines. Or the receiving email client may not have HTML enabled in it.

Additional information on how to correct:

• Split Link
• Garbled Message

 

Manually Typing URLs: It is best to click on the URL received in an email to access the survey (or the Share Responses link). Another option for non clickable links is to copy and paste it into a web browser's address bar.  NOTE: If respondents retype it, this may result in incorrect letters or numbers being entered. URLs must be entered exactly as presented in the message. They are CASE Sensitive. (Ex: One may think that a lower case [l as in larry] is an upper case [I as in iris]. Or respondents may think it is a number [1] instead.) We do offer a Custom link service to Professional subscribers. If you are mailing it by hard copy, we can create a shorter, friendlier link that is easier to type.