# Troubleshooting

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

Source: https://docs.hearsay.co.in/help/troubleshooting

Find the message you're seeing, or the problem you have. Still stuck? See [Contact support](https://docs.hearsay.co.in/help/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](https://docs.hearsay.co.in/billing/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](https://docs.hearsay.co.in/build/survey-editor#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. |

## A customer didn't get a coupon

| 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](https://docs.hearsay.co.in/rewards/coupon-limits). |
| **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](https://docs.hearsay.co.in/rewards/coupons). |
| **We couldn’t verify this device, so no reward was issued.** | The bot check failed. | Their answers are recorded. See [Bot checks](https://docs.hearsay.co.in/rewards/coupon-limits#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. |

## You can't publish

Hearsay lists what's wrong under **Fix before publishing**: fix each item and publish again. See [Publish a survey](https://docs.hearsay.co.in/build/publish#fix-before-publishing).

- **This account has used all of this month's responses. Surveys reopen on the 1st, or right away after an upgrade.** See [Monthly limits](https://docs.hearsay.co.in/billing/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](https://docs.hearsay.co.in/workspace/roles).

## Something's missing from your results

- **Fewer responses than you expected?** Check for a filter or segment at the top of the Analytics page. See [Filter responses](https://docs.hearsay.co.in/results/filters).
- **Can't export to CSV or Excel?** Exports are on Pro and above, for editors and above. See [Export results](https://docs.hearsay.co.in/results/export).
- **Responses marked Flagged?** They looked automated. See [Flagged responses](https://docs.hearsay.co.in/results/responses#flagged-responses).

## Sign-in and emails

- **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](https://docs.hearsay.co.in/workspace/team-members#pending-invites).

## Team and workspaces

- **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](https://docs.hearsay.co.in/workspace/team-members#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](https://docs.hearsay.co.in/workspace/team-members#accept-an-invite).
- **Can't invite anyone.** Only owners and admins can invite, and Free is just you. See [Invite your team](https://docs.hearsay.co.in/workspace/team-members).
- **Can't leave a workspace.** You're its owner. [Transfer ownership](https://docs.hearsay.co.in/workspace/ownership) first.
- **Need to rename or delete a workspace.** That can't be done in Hearsay yet. Write to us. See [Workspaces](https://docs.hearsay.co.in/workspace/workspaces#rename-or-change-a-workspace).

## Plans and billing

- **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](https://docs.hearsay.co.in/billing/manage-plan#paid-but-still-on-the-old-plan).
- **Payment due.** Your last payment didn't go through. See [If a payment fails](https://docs.hearsay.co.in/billing/manage-plan#if-a-payment-fails).
- **AI usage limit reached.** You've used Free's 10 AI drafts this month. See [Monthly limits](https://docs.hearsay.co.in/billing/monthly-limits#when-ai-drafts-run-out).

## AI apps

- **The app can't connect.** Start from the AI app, not from Hearsay. See [If connecting fails](https://docs.hearsay.co.in/ai-assistants/connect-ai#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](https://docs.hearsay.co.in/ai-assistants/what-ai-can-do#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](https://docs.hearsay.co.in/ai-assistants/ai-and-your-data#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](https://docs.hearsay.co.in/build/close-and-delete#trash-surveys-deleted-from-an-ai-app).