SurveyMonkey Customer Service Issues

Archive 1

The following are issues that customers reported to GetHuman about SurveyMonkey customer service, archive #1. It includes a selection of 20 issue(s) reported December 15, 2016 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
I am currently using Survey Monkey on my website changeofheartsite.com to collect responses. I have set up a series of surveys, with the first one being the EPDS, linked to the PDSS survey. Previously, respondents could seamlessly move from one survey to the next without the need to sign in again. However, recently there seems to be an issue where respondents are prompted to sign back in, even though they do not have accounts. This issue is affecting my research as it disrupts the flow, and I am unable to use the resume conversation button as intended due to an error message that keeps appearing.
Reported by GetHuman30449 on jeudi 15 décembre 2016 00:05
I've been trying to contact Survey Monkey today multiple times, seeking urgent assistance. We need data from a specific survey for a leadership meeting later today. It is crucial to have the data available promptly as we make decisions at the meeting. Our UPMC subscription invoice for Survey Monkey remains unpaid due to resource shifts. Consequently, our account is semi-disabled, allowing us to view survey data but not export to Excel. As long-time Survey Monkey customers planning to renew, we kindly request access to the survey data. The survey in question is named “Reimagining the Experience: Session 2”. Your prompt help would be greatly appreciated.
Reported by GetHuman-garchakt on mardi 1 mai 2018 18:27
My daughter needs to urgently access her school safety survey for a presentation to the school board tomorrow. She is unable to log in and may have entered the wrong username or password. Her email is [redacted] and the survey is titled The Alva School Safety Survey. After trying several passwords, she could be locked out. Unfortunately, she can't receive a password reset email due to school IT restrictions. I have reached out by phone and email with no response. Please email me at [redacted] today as this is not a paid account, but my daughter needs assistance promptly. Thank you for your help.
Reported by GetHuman-laskary on mardi 8 mai 2018 19:29
I need help figuring out how to grant administrative rights for one specific survey to a branch office. We want to restrict access to only that survey. 1. Can I provide admin access by adding the person to the team section in the account settings? How can this be done effectively? 2. Does the branch officer need their own Survey Monkey account for this access? 3. With our "Advantage" account, will there be an additional cost to include team members as admins? I appreciate your guidance on the best approach to address this situation promptly.
Reported by GetHuman-sshresth on jeudi 28 juin 2018 16:55
I need help configuring admin rights for our Survey Monkey account. Our head office currently holds the primary admin role, and we wish to grant admin privileges for a specific survey to one of our branch offices without allowing access to other surveys. I am looking for guidance on the following points: 1. How can I assign admin access to a branch office by adding the respective person in the team section? What is the process for this, or is there a more effective method available? 2. If the above method is viable, does the person being added need a Survey Monkey account? 3. As we are operating an "Advantage" account, are there any additional charges associated with adding team members as admins? I would appreciate your advice on the best approach to resolve this issue promptly.
Reported by GetHuman-sshresth on jeudi 28 juin 2018 20:43
I recently upgraded to the first level with Survey Monkey, hoping it would assist with my online graduate classes. However, I am disappointed as I am unable to print my document or easily get technical support. I wanted to email my survey to my professor to show my work, but it seems I need to upgrade further for this feature, with uncertain technical support. I am frustrated and considering working on my document through other means. I would like a refund for the initial upgrade cost. Thank you. - Clarinda G.
Reported by GetHuman-cgipsonl on lundi 23 juillet 2018 21:02
I purchased their service for a short period to complete a survey. Despite repeatedly trying to cancel through the email link, I kept being redirected to a free basic account. When I contacted support after being charged for another month, they informed me that I had two accounts. They explained that clicking on the paid account's link led me to the free account. I contested this with them, but they refused to issue a refund, claiming it was my responsibility. It appears they redirected me to the free account deliberately to prevent cancellation and continue charging me. I am dissatisfied and do not wish to engage with them further. Issue: Return, Exchange, or Cancellation Policy. Desired outcome: Full refund.
Reported by GetHuman913962 on mardi 24 juillet 2018 23:17
Hello, I wanted to inform you that an account has been auto-renewed where the previous account owner has left the company. Unfortunately, we do not have access to the account to update the password or to cancel it. The renewal fee was charged to another staff member's credit card. We kindly request the cancellation of this account and a refund as soon as possible. Despite our attempts to regain control of the account according to your policies, we were unable to do so, and we were forced to create a new account, which we successfully did. Thank you, John Team Details: Admin: PRSHS-[redacted] ([redacted]) Team: PRSHS-[redacted]-g Plan: ADVANTAGE Seats: 2 Billing Information: Billing Name: Stuart Douglas Billing Address: PO Box [redacted], Park Ridge, [redacted] Billing Email Address: [redacted] Credit Card: MASTERCARD Credit Card Number: Ending with [redacted]
Reported by GetHuman936708 on mercredi 1 août 2018 00:44
We need to upgrade our account on Survey Monkey. Our username is Homesdiv. Previously, our unit could pay with a corporate credit card, but now our agency requires a purchase order. The procurement department needs an account number from Survey Monkey to proceed. I've searched for the account number on our free account, which used to be a Gold account, but couldn't find it. We are looking to upgrade to the Advantage plan and require help in obtaining the account number. Once we have it, we can provide it to the procurement department to secure the upgrade. Please respond promptly via email, as we have a survey deadline approaching for our field units. Thank you.
Reported by GetHuman-aldenag on vendredi 3 août 2018 23:12
Hello, I am a representative from Blind Citizens NZ. We have a monthly subscription with Survey Monkey, and I am currently unable to locate the receipt for the month of June [redacted]. It is essential for our audit, so I urgently need a copy of it. I have faced issues with the email password reset functionality on the website and have attempted to resolve it multiple times without success. Can you please provide me with the June [redacted] receipt as soon as possible? To facilitate this process, here are the details you might need to identify our account: Billing Details Name: Rose Wilkinson Organization: Blind Citizens NZ Address: PO Box [redacted], Newtown, Wellington, New Zealand Phone: +64 21 [redacted] Username: rosewilkinson Thank you for your prompt assistance with this matter.
Reported by GetHuman1017175 on mardi 21 août 2018 01:28
Yesterday morning, I completed an OHHC assessment. Initially, after reviewing my answers, I modified one that I believed to be incorrect. When I received the results, I was surprised to see that there were 2 incorrect answers, and the one I had changed was still showing as incorrect. Additionally, another answer had been altered from what I had originally marked. This is concerning as it may have led me to fail the assessment if another answer had been changed without my knowledge. I urge the need for a discussion with one of your technicians to prevent this from occurring in the future. This issue requires immediate attention and resolution. Thank you, Eulaina Lynne Loverin
Reported by GetHuman-elloveri on vendredi 14 septembre 2018 16:25
I initiated a paid SurveyMonkey survey, but it stopped with a message about being canceled due to problems with the survey. It mentions a Project Specialist will get in touch. The message listed common reasons for pausing the project and states it had 57 completed responses before being canceled. I would appreciate assistance promptly. Kindly contact me at [redacted] as this is urgent. Thank you for your help.
Reported by GetHuman-eplawgro on vendredi 21 septembre 2018 16:39
Last autumn, one of our employees unknowingly signed up for Survey Monkey, not realizing our division had already bought a subscription. Recently, we received an unexpected $[redacted].00 renewal bill without any prior notification. The staff member who originally signed up is no longer with our department, so any emails may have gone unnoticed. We have an existing membership under our University Division and do not wish to renew the individual subscription. The reference number on the bill is 1400BRE0JW[redacted]. We urgently need to cancel this subscription as soon as possible.
Reported by GetHuman1418110 on vendredi 26 octobre 2018 15:27
Hello, I am Lisa Smith, the new Administrative Assistant at the Department of Psychology and Counseling at Southeast Missouri State University. In my role, I have observed the email communication between Survey Monkey, faculty members, the new Chair, and the retired Chair. It appears that the retired Chair, Leslee Pollina, has been trying to reach Survey Monkey without success, and we need to update our account information. With the recent departmental reorganization, it's essential to designate a new point of contact. Additionally, it seems there might be an unpaid balance that needs attention. Please advise on the next steps to resolve these issues. Best regards, Lisa E Smith Administrative Assistant Department of Psychology and Counseling Southeast Missouri State University
Reported by GetHuman1544759 on lundi 12 novembre 2018 14:57
I am extremely upset and deeply disappointed by the lack of assistance from your company's customer service department. The phone number provided seems to serve as a barrier preventing customers from receiving the necessary support. I have identified an unintended billing error related to a survey conducted by my company in October [redacted]. Despite my efforts to rectify this, my credit card has been continuously charged monthly, despite no intentional subscription to ongoing services. A review of my account will confirm the absence of any activity during these months of charges. I am requesting a refund for this period, as it was a genuine error on our part. It is disheartening that rather than addressing this mistake and prioritizing customer care, your company is hiding behind its policies. The customer service line fails to connect me with someone capable of resolving this matter, redirecting me to email instead. I anticipate a more satisfactory resolution and a refund for this oversight.
Reported by GetHuman-denisejb on mardi 13 novembre 2018 15:29
I signed up for SurveyMonkey at the end of October. I have been using their services for many years and recently got a new subscription for my new company. Initially, I was charged over $[redacted], while I only intended to purchase the middle package priced at around $[redacted] annually. Following this, I discovered that SurveyMonkey no longer allows users at my subscription level to customize the survey close page, forcing them to display SurveyMonkey branding or upgrade to a higher plan. As I tried to reset my password, I encountered difficulties because my account was linked to my previous company's email instead of my current one. Despite providing my new company email during signup, my account was associated with the wrong address. The ongoing struggle to obtain a refund and regain access to my account has been immensely frustrating. I urgently need the refund for the overcharge and access to my account to retrieve essential survey data requested by my leadership. This situation is impacting my job performance negatively, and the prolonged resolution process is causing significant stress and frustration. I am perplexed by the challenges faced in resolving these issues promptly.
Reported by GetHuman1593944 on mardi 20 novembre 2018 14:32
I am James Frick, the Office Manager of One-Blue LLC based in New York City. Previously, Ashley Teitelbaum managed our Survey Monkey account. We recently noticed a charge of $[redacted].00 from your company on our bank statement. However, we no longer require Survey Monkey's services and are requesting a refund for this charge. Unfortunately, I do not have access to Ashley's account login details as she did not leave them before departing. Therefore, I am unable to cancel the service and request a refund online. The only information I have is the invoice number #[redacted]4 from your latest bill. Please investigate this issue and advise on how we can proceed. Thank you for your assistance.
Reported by GetHuman1627618 on lundi 26 novembre 2018 15:34
I am Teryl Windley from the Maryland State Department of Education. I oversee the Office of Leadership Development and School Improvement and manage a Survey Monkey account for our team. Recently, an issue has arisen where Danielle Suskind, who no longer works for MSDE, is somehow linked to my account. This connection has caused confusion as it appears our accounts are intertwined. I need assistance in removing Danielle Suskind from my account and ensuring that our accounts are separated to avoid any unnecessary expenses. Thank you for your help in resolving this matter.
Reported by GetHuman-teriwin on lundi 26 novembre 2018 16:46
As a member of a government agency collaborating with various nonprofit service providers, I am seeking a solution to streamline their client data collection process. One such example involves a small nonprofit clothing distribution center where case managers fill out client demographic information on a form. I am inquiring about the feasibility of setting up a survey system that notifies the nonprofit when a new service request is submitted. Additionally, I am interested in whether they can easily print individual surveys or if the data is automatically aggregated into a dataset. Thank you, Julie S. from the San Diego County District Attorney's Office.
Reported by GetHuman1680175 on lundi 3 décembre 2018 16:58
Dear all, I would like to bring to your attention that the Financial Intelligence Unit of Sint Maarten needs to regain access to its SurveyMonkey account, which contains important survey data. The account was originally set up by a former employee, Ms. T, and while the IT team has identified the username (Laziza7), the password remains unknown at this time. The SurveyMonkey account is linked to the email [redacted], which has now been reactivated for further access. Despite this, attempts to reset the password have not been successful, as no reset link was found in the spam/junk email folder upon review by the FIU's IT expert. I have also included Ms. S, the Credit Card Holder/Billing contact, in this email, along with the FIU of Sint Maarten IT department for their awareness. Please provide guidance on the necessary steps to resolve this matter. Thank you for your attention to this issue.
Reported by GetHuman-ittechn on vendredi 21 décembre 2018 12:30

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