Troubleshooting

Fixes for the problems people run into most: surveys customers can't open, missing coupons, invites, sign-in, plans and AI apps.

Find the message you're seeing, or the problem you have. Still stuck? See Contact support.

Customers can't answer your survey

What customers see	Why	What to do
This survey is closed	You or a teammate closed it, or the workspace has used this month's responses.	Reopen it from its More actions menu. If Plan and billing says responses are used up, it reopens on the 1st, or when you upgrade. See Monthly limits.
Survey not found	The link is wrong, or the survey was deleted.	Copy the link again from Share and channels. Deleted surveys can't come back unless they're in Trash.
We couldn’t load this survey	The customer's connection dropped.	Ask them to check their connection and reload the page.
You’ve already responded	They've answered from this browser before.	That's on purpose. For a shared device like a kiosk tablet, turn on Allow more than one response per device. See One response per device.
We couldn’t submit your response. Try again in a moment.	The answer didn't reach Hearsay.	Ask them to try again. If many people see it, write to us.

What they saw	Why	What to do
Rewards for this survey are paused right now.	The workspace has used this month's coupons.	Buy a coupon pack, upgrade, or wait for the 1st. See Coupon limits, bot checks and running out.
All rewards for this survey have been claimed. Thanks for taking part.	The coupon set ran out.	Create a new coupon set. See Thank customers with a coupon.
We couldn’t verify this device, so no reward was issued.	The bot check failed.	Their answers are recorded. See Bot checks.
No coupon and no message	The end screen they reached doesn't give coupons, or rewards aren't on for this survey.	Check Rewards and coupons for the survey, and Give the coupon on this screen on each end screen.

Hearsay lists what's wrong under Fix before publishing: fix each item and publish again. See Publish a survey.

This account has used all of this month's responses. Surveys reopen on the 1st, or right away after an upgrade. See Monthly limits.
… is available on Pro and above. The survey uses a feature your plan doesn't include. Remove it, or upgrade.
This action needs the editor role or higher. You're a viewer. Ask an owner or admin to change your role. See Roles and what each can do.

Fewer responses than you expected? Check for a filter or segment at the top of the Analytics page. See Filter responses.
Can't export to CSV or Excel? Exports are on Pro and above, for editors and above. See Export results.
Responses marked Flagged? They looked automated. See Flagged responses.

That email and password don’t match. Try again, or reset your password. Choose Forgot password on the sign-in page. If you signed up with Google, choose Continue with Google instead.
There’s already an account with this email. Sign in instead. You've signed up before, maybe with Google.
Didn't get an email? Check your spam folder. Invites come from notify@hearsay.co.in. For an invite, the person who invited you can also copy the link and send it to you. See Pending invites.

A workspace has disappeared from your menu. You were removed, or you're paused because its plan has room for fewer people. Ask its owner. See Paused team members.
Invite says to verify your email address. Open the link in the verification email we sent when you signed up, then sign out, sign back in and open the invite again. See Accept an invite.
Can't invite anyone. Only owners and admins can invite, and Free is just you. See Invite your team.
Can't leave a workspace. You're its owner. Transfer ownership first.
Need to rename or delete a workspace. That can't be done in Hearsay yet. Write to us. See Workspaces.

Can't see the plans on Plan and billing. Only owners and admins can change the plan. Ask one of them.
Paid, but the plan hasn't changed. Refresh in a minute. If it still hasn't, write to us. See Paid, but still on the old plan.
Payment due. Your last payment didn't go through. See If a payment fails.
AI usage limit reached. You've used Free's 10 AI drafts this month. See Monthly limits.

The app can't connect. Start from the AI app, not from Hearsay. See If connecting fails.
The app says it can't do something. It may not have that permission, or your role may not allow it. See When something is refused.
The app can't see contact details. They're hidden unless an owner or admin turns them on. See Respondents' contact details.
A survey the app deleted is missing. It's in Trash at the bottom of the Surveys page for 30 days. See Close, reopen and delete surveys.