I received a survey link but cannot open the survey
Survey links are individual and personalised. A user should only receive a survey notification and link if they have been included as a participant in that survey.
If you have received a link but:
- The survey does not open
- You see an access or permission error
- The survey does not appear in your Inbox
- You believe the survey was not intended for you
This may indicate:
- An incorrect participant assignment
- A permissions configuration issue
- Or potentially a system error
In normal circumstances, users should not receive survey links unless the survey is assigned to them. If this situation occurs, there might be a bug. In that case, please report the issue to Factorial Support.
What can I do if I cannot launch a survey? (Admins and managers)
If you are creating a survey and cannot launch it, check the following common causes:
-
Unsaved changes
- Make sure you have saved all changes after editing the survey
- If you recently modified questions, ensure those changes were properly saved
-
Question errors
- Review all questions for validation errors
- Check that required fields are correctly configured
- Ensure there are no incomplete question settings
-
Missing participant
- Confirm that you have added at least one participant
- Verify that the correct employees or groups are selected.
-
Schedule settings
- Check the survey’s start and end dates
- Ensure the schedule is correctly configured and not set in the past
- Confirm the survey is marked as active/published
- If all settings are correct and you still cannot launch the survey, contact Factorial Support with the survey name and details of the issue
Employees cannot open a survey from the email notification
If an employee clicks the survey link from the notification email and cannot access it, try opening the survey from the instead. Instead of using the email link:
- Log in to the Factorial Web App or the Factorial Mobile App
- Go to your Inbox
- Open the survey directly from there
Sometimes browser sessions, expired links, or redirect issues prevent the survey from opening correctly from the email link.
If the survey does not appear in the Inbox:
- Contact your Admin to confirm you are assigned as a participant
- If the issue persists, report it to Factorial Support