Account and Login FAQs

Get answers to all your account and login questions and issues in this list of FAQs.

 What features are available in a free trial account? Are there limitations?

Haven't quite made up your mind on whether you want to pay for survey software? Give SurveyGizmo | CE a test drive with a 7 Day Trial.*

*SurveyGizmo | CE Trial Accounts are different than a SurveyGizmo Scout (free) Account. The trial allows for test-driving the features of one of the paid plans for 7 days. The Scout account on the other hand, is an active account with some limitations. If you intend on using SurveyGizmo for free for an extended period of time, you can sign up for a Scout account here.

To sign up for a free trial, go to our home page and click on Try Building a Survey to get stated with a SurveyGizmo | CE account. To get started with a SurveyGizmo | Enterprise account, visit our Enterprise page and fill out a request.

When signing up for a trial, you will be asked to provide some basic contact information. Here you will also need to provide your Email Address and  Password, both of which you will use to log in to SurveyGizmo going forward.

Email Verification

As of September 25th, 2018, when you sign up for a SurveyGizmo trial account, you will need to verify your email address before you can begin to collect response data.

Until you verify your email, several features in your Trial account will be disabled:

Once the verification is complete you will gain access to these features.

Visit the Email Verification documentation for additional information and instructions.

Limitations

The following items are not available or are limited during the trial period. If you wish to use these features without limitation, you will need to activate your account.

  • Email Campaigns - Only 5 contacts can be added and sent to. If more than 5 contacts are uploaded, only the first 5 will be added.
  • Send Email Auto-responders
  • Offline Mode - upload responses in batches of no more than 60 responses at a time.
  • API - 60 calls per minute are permitted on trial accounts.
  • Responses, Reports, and Exports - During the Trial Period, you will be able to report on the most recent 12 hours of data. You will need to activate your account to unlock the full capabilities of SurveyGizmo ReportingTrial Reporting Notification
  • During the trial period, any surveys that you have created will display a green banner indicating the trial status of the account.Survey Trial Notification

 Can I switch my free trial to a different license to check out additional features?

Throughout the 7 days of your trial you will have the option to explore one of the other plans in the top navigation bar to the left of the Active Account button. Select a different plan by clicking the down arrow next to your existing trial plan. Then select a new plan to try and click Change Your Plan.

Change Your Trial License Type

You may also run into a feature that isn't in your trial. This will be indicated by a lock icon. You can switch to trial a new plan in any of these locations as well.

To do so, click on the lock icon. Next, click the Change Trial to x plan to Try it Out button.  Your plan will be updated and you can try out the feature!

Change Trial License From Locked Feature

 How do I activate my free trial?

To activate your SurveyGizmo account, you will need to submit payment.

SurveyGizmo accounts are available on a monthly or annual basis. During your trial period, you can click on the Activate Account button at any time to select your desired plan level and submit payment.

Activate Your Trial Account

The following SurveyGizmo | CE plans can be paid for in the application with a credit card (we also accept check and transfers as payment for annual accounts):

  • Explorer Plan
  • Adventurer Plan
  • Voyager Plan

Compare the above plans by visiting our pricing page.

Note: If you started a trial of a SurveyGizmo | CE plan and would like to activate a SurveyGizmo | Enterprise account click Activate and click the Compare available plans link at the bottom of the modal. You will see the available license levels, including Team and Enterprise. Click the Contact Us button to reach out to our Sales team.

 What happens when my free trial expires?

When a SurveyGizmo trial expires, your surveys and any collected data are stored. These will be available when you activate your paid SurveyGizmo account.

 How do I signup for a Scout (free) Plan?

Go to our pricing page. From here you can click Get Started under the Scout Plan option.

Sign Up For Free Plan

 What features are available on a Scout (free) Plan? Are there limitations?

We designed a free survey tool that is more similar to other entry level products – but still more generous than the competition. This tutorial will cover the high-level limitations of the SurveyGizmo Free Plan. 

 Having trouble logging in?

Are you having trouble logging in? There are a couple of scenarios that might cause log in trouble.

You forgot your password

If you have forgotten your SurveyGizmo login password, you can reset your password via the login screen at:

https://app.surveygizmo.com/login/v1

  1. Click the Forgot your password? link found just above the Log In button.
    Forgot Your Password
  2. Enter the email address associated to your SurveyGizmo user account. If you need to go back to the login screen, click Never Mind. Otherwise, click Reset Password to proceed.
    Reset Your Password
  3. For security purposes, you will need to complete a reCAPTCHA form to proceed. Follow the on-screen prompts and click Verify to finish. Once complete, an email with reset instructions will be sent.
    reCAPTCHA Example
  4. Click on the password reset link within the email to create a new password. The link is valid until Midnight (EST). Once you click it, you will be taken to a page where you can set up a new password.

You can attempt to reset your password a maximum of three times, at which point you will be locked out of the system for 20 minutes before you can attempt again.

You're a new user added to an existing account

When you are added as a user on an existing account you will receive an invite email with a link to login.

  • If you click this link straightaway, you will be taken to a reset password screen where you will set up your permanent password; after which, you will be logged in.
  • If, however, you wait more than 24 hours to click the link, it will have expired. You will see a message that states Your link is either incorrect or expired. Please try again.
    • To proceed, enter your email address and click Reset Password. Check your email and click the link to reset your password and log in!Expired New User Password Link

You have multiple accounts with the same email address

Perhaps you signed up for a trial awhile ago and are now a user on your company's account. Perhaps you are a consultant and have users with the same email address on multiple clients' accounts. The same email and password combination on multiple accounts can cause trouble. This happens more than you might think!

If you are using the same email on multiple accounts, our system will ask you which account you wish to login to. Simply click Use this account on the account you wish to use, enter your password and click Log In.

What account do you want to switch to?

If you have multiple accounts with the same email address, this will be addressed in the email. You'll have a separate reset password link for each account with that email address. You will want to reset each so that they have unique login/password combinations.

Your user has been disabled

In multiple user accounts your SurveyGizmo account administrator controls who has active logins. If you are an infrequent user or were away on leave, it might be the case that your administrator disabled your user so that someone else can take advantage of your user seat.

If you are having trouble logging in, you may want to contact your SurveyGizmo Account Administrator and make sure that your login is still good. If you're not sure who that is, feel free to contact our Support Team!

Password Reset Considerations

  • You can attempt to reset your password a maximum of three times, at which point you will be locked out of the system for 20 minutes before you can attempt again.
  • The password reset link that is emailed to you is valid until Midnight (EST) on the same day that the email was received.

 Why am I not receiving my password reset emails?

Are you or others in your organization having trouble receiving your password reset emails? You may need to whitelist Mandrill, the email service provider we use to send these emails.

Mandrill's IP ranges that are continuously updated as they add more servers for sending. Whitelisting by IP is generally not recommended since Mandrill's shared IPs may change without notice. However, if whitelisting by IP is the only option, you'll need to have your IT department check for the most up-to-date IP information in the TXT record for spf.mandrillapp.com. This information can be obtained using the following command:

dig TXT spf.mandrillapp.com

This record will be updated whenever new IPs are added to Mandrill's sending IP range. It is recommended that you periodically check to ensure that you have the current range used by Mandrill.

 Why am I receiving a "There are currently multiple sessions logged in with this username and password" error message when I log in?

Are you seeing the below message about multiple sessions? Wondering why you are receiving this?

Multiple Sessions With Same User/Password

This generally happens when you share login credentials with other individuals in your organization; though it can happen if you are logged in on a different browser or computer. If you are sharing credentials, this is unsupported and will be prevented going forward. 

Why can't I share login credentials?

While, in the past, we've looked the other way when users shared credentials; this can cause pretty serious problems in your surveys including overwrites of edits. Further, this is a violation of our terms and conditions; our plans are now licensed-based which means each user should have a license and thus their own login credentials. 

 How do I find my SurveyGizmo Account ID (CID)?

When interacting with SurveyGizmo staff, you may be asked to provide your Account ID number (often referred to as your CID). This number is available to Account Administrator users via Account > Account Summary.

The Account ID will be available as the second line item within the Account Summary page.

Account ID Number

 How do I change my login email address?

To change your login email address go to Account > My Preferences > General. 

If you are an Account Administrator looking to change  a user's login email address go to Account > User Management. Find the user whose email address you wish to change and click to edit. Change the email address and click Save User. You can also change the Name and reset the user's password from here.

Change Login Email

 How do I change the SurveyGizmo account administrator to new email?

After personnel changes within your organization, you may need to change the account administrator to a new email.

If the current account administrator is still at the organization the easiest way to achieve this would be to have them log in and change their email address. Here is our tutorial on Changing a Login Email Address.

If the account administrator left the organization altogether, the easiest way to achieve this would be to have your IT department forward that individual's email address to you or someone else in the organization. Then, you can simply use the Forgot your password link on the login screen to receive a temporary password. Once you access the account you can then change the login email address. Here is our tutorial on Changing a Login Email Address.

Forgot Your Password?

Finally, if none of these work for you, we're happy to help! Just fill out this Admin Change Request Form.

Here's what you'll need to complete this form.

  1. The account ID and organization
  2. A copy of your request on company letterhead.
  3. Contact information for the current admin and the new admin

 How do I reset my password?

If you need to change your SurveyGizmo password, click Account > My Preferences. Then click the Reset Password button. A password reset link will be sent to the email address you see in this window.

Reset Password

The link is valid for 24 hours. Once you click it, you will be taken to a page where you can set up a new password!

If you are having difficulties resetting your password, your account administrator might have put some advanced password security settings in place & forgotten to detail what the restrictions were. In those cases, reach out to the admin on your account for more information.

If all else fails, please contact our Support team and we'll get your password sorted out!

 Why can't I see my survey on my home page?

Sorting out why a given user in a multi-user account is not seeing a survey on their home page can be a tricky problem to solve. Fortunately, this is problem is usually the result of one of two things:

1. The user is not assigned to the team that owns the survey.

To check if the team is the culprit go to the Advanced > General tab of the survey scroll to the Team Ownership field. Make note of the team that owns the survey and go to Account > User Management > Users and click on the user in question. Under Teams check to see whether that user is assigned to the team that owns the survey. To fix this either add the user to the team that owns the survey or change team ownership of the survey.

2. The user has limited project access set up on the Permissions tab.

If the above is not the problem, meaning you confirmed that the user in question is assigned to the team that owns the survey, check the user's permissions. Go to Account > User Management > Users and click on the user. On the Permissions tab check to see if there are ANY surveys listed under under Limit Access to the Following Projects ONLY. If there are projects listed here this means that the user has access to ONLY these projects regardless of the team/s they are assigned to. To fix this, simply click the red x icon for reach project to remove the restriction.

 Why am I getting a "That email address is already in use" error?

Both when signing up for a new SurveyGizmo account and when adding users to a multi-user account you may run into the below error message telling you "that email address is already in use."

SurveyGizmo does not allow a given email address to be assigned to more than one user record in the SurveyGizmo system.

Email Already In Use

Fortunately, there is often a way around this! You can append a plus sign (+) and any combination of words or numbers after your email address.

For example, if your email address is sorceress@surveygizmo.com you could set up your email address on a second SurveyGizmo account as sorceress+2@surveygizmo.com. Both email addresses will deliver any associated messages to sorceress@surveygizmo.com.

If this error is the result of an unused, trial/free account, you can delete the account. If you're unsure of the password use the Forgot your password? option in order to log in and delete the account. 

Contact our support team if none of these solutions is an option for you!

Adding Users

If you encounter the "That email address is already in use..." error while attempting to add a user to your account, this means that the email address is already associated with a SurveyGizmo user.

Depending on the user's need/preference they will need to either update the email address that they are using for the other account, or provide you with another email to use for the account to which you are adding them. Contact our support team if none of these solutions is an option for you!

 How do I log out of SurveyGizmo?

Are you finished working in SurveyGizmo for the day and searching for the Log Out button? The Log Out button is available at the bottom of the Account dropdown menu that is located in the top-right corner of the SurveyGizmo application.

Log Out

 How do I move a survey to another account?

We get this request quite a bit in Support. While you can't move a survey between accounts on your own, we're more than happy to move them for you!

Is there a charge?

We are able to move up to 10 surveys at no charge for paying accounts. Each additional survey will be $10. Surveys must be open in order to be moved.

If you are on the free account level, there will be a charge of $10 per survey.

What do you need from me?

Just fill out this Transfer Request Form. Here's what we'll ask for to complete your request.

  • The survey ID(s) and names
  • The account IDs for both accounts
  • Contact information for admins on both accounts
  • Signatures from admins on both accounts

Please note:

  1. We can only move a copy of the survey to a different account. This means that the survey ID and share links will change in a survey move. We cannot copy/move campaigns, contacts, links or themes.
  2. If you request to have your data transferred over as well, we will do our very best to make that happen. There are cases where the data does not transfer. If the data fails to transfer over, please take it upon yourself to use the Data Import Tool and migrate the data over manually.

Once my request has been submitted, what do should I expect?

In support, we do our very best to ensure all requests are taken care of within a 48-hour window. If the transfer is an emergency and you cannot proceed without it, please feel free to contact support via Chat and we will do our best to accommodate.

 How do I transfer my surveys to the EU or Canadian server?

In case you missed it; we now have both an EU and a Canadian data center! 

Accounts can be created using the EU data center by signing up via our EU webpage https://www.surveygizmo.eu/. Accounts can be created using the Canadian data center by signing up via our Canadian webpage https://ca.surveygizmo.com/. All data in these accounts will 100% stored within their respective locations. 

We want all our community members to have their preferred storage option, but for privacy and security reasons accounts, surveys, and data can only be stored on one server (not both).

We are very excited to announce that it is now possible to transfer your surveys from a US account to your new EU or Canadian account.

What Will be Transferred?

Great question! SurveyGizmo Support will only move the survey build from the US data center to the EU data center or Canadian data center. The style, links, Campaigns and translations will need to be rebuilt. Data will need to be imported and will be your responsiblity.

In addition, the survey ID and element IDs will change. This means it is not possible to transfer over links. If you have any Custom scripting in your survey, please note that you will need to make the appropriate adjustments once the survey has been transferred over. 

Is There a Charge?

Because the US, EU, and Canada servers are completely separate, we do not have an automated way to transfer data from one server to another. As a result, this is manual work so we are only able to move up to 10 surveys at no charge. Each additional survey will be $10. Surveys must be in the open status in order to be moved from US to EU.

Ready to get started?

Check out our full to tutorial on transfering to the EU/Canadian servers to get started!

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