SurveyMonkey Customer Service Issues

Archive 3

The following are issues that customers reported to GetHuman about SurveyMonkey customer service, archive #3. It includes a selection of 20 issue(s) reported July 8, 2019 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 employed by a school district and had purchased a 3-month subscription to Survey Monkey, which was scheduled to end in June. Our funds for purchasing come from Federal Grants allocated from July to June. Every July, a new Federal Grant kicks in. A setback occurred when Survey Monkey automatically renewed my subscription in mid-June for another 3 months. I had intended to acquire a yearly subscription in late July or early August. Now I face a predicament as I lack the resources to cover the service cost. With no available Federal Funds presently and the subscription period spanning two Federal fiscal years, I am left with no choice but to personally finance it, unless Survey Monkey can halt my service in June as it was meant to end and allow me to restart it for a full year in July or August. I am struggling to resolve this with Survey Monkey and seek assistance in tackling this issue effectively.
Reported by GetHuman-pinkertl on понедельник, 8 июля 2019 г., 18:15
Hello. I'm currently working on my dissertation and have designed a survey with two dimensions for each item - importance rating and reality rating. I envision having both ratings in one row on the survey layout. Before committing to a paid account, I would like to confirm if this setup is feasible. Thank you, Jennifer Watson.
Reported by GetHuman-jewatson on вторник, 9 июля 2019 г., 12:39
Hello, I manage the Survey Monkey account for our team. A new verification code system was recently implemented, and despite being the account owner, when I entered our login details, it prompted that a verification code would be sent to [redacted] (my email). I have attempted this three times today but have not received any emails from Survey Monkey. I am currently working on a time-sensitive project, with a deadline approaching tomorrow, and expect to use Survey Monkey frequently over the next few weeks. Could someone assist me with this matter, please?
Reported by GetHuman3219431 on вторник, 9 июля 2019 г., 16:15
I created an account called Mentor Support in June [redacted] with the email [redacted] Recently, SurveyMonkey started sending emails to me, and I created a survey using the same email. This morning, I upgraded to a paid account and received a receipt from SurveyMonkey. Despite receiving other emails, I have been unable to verify my email successfully as the verification email never arrived, even though I clicked on the verification button multiple times. I checked my junk mail folder, but it wasn’t there. When I tried to log in again after logging out, I was denied access. I attempted to recover my account by using the forgotten password/account name option, but I didn’t receive any follow-up emails. At one point, it indicated that I was using a different computer, which was not the case. I kindly ask for assistance in regaining access to my account.
Reported by GetHuman3228190 on четверг, 11 июля 2019 г., 1:49
I attempted to reach out to SurveyMonkey using their online support form, but I encountered an issue as it deemed my long-standing email address ([redacted]) as invalid. I then tried calling their phone number, but it only redirected me to their website, which was frustrating. I suggest that SurveyMonkey address this problem by simply correcting their system to accept valid email addresses like mine without flagging them as invalid. This would greatly improve the user experience for individuals like me trying to seek support from their platform.
Reported by GetHuman3379733 on вторник, 6 августа 2019 г., 18:04
I have purchased the basic Survey Monkey plan for Rs [redacted]. I'm looking to have the analysis done in SPSS and would also like to include sentiment analysis for one month. Can you provide details on how to pay for one month and set up a single user account for my research needs now and in the future? Regards, G.Yogapriya
Reported by GetHuman-aryogap on пятница, 9 августа 2019 г., 4:38
Hello, I am writing on behalf of National Healthy Start Association to address an urgent matter concerning our account ID #[redacted]0. Following the departure of the previous account administrator, we are unable to access our account and survey data. As the new Program Coordinator, it is crucial that I gain access to our records. Our last payment was completed in May [redacted]. Please update our contact email to [redacted] It has come to our attention that our CEO, Deborah Frazier, attempted to reset the password previously due to login issues. This issue severely impacts our organization's funding and research capabilities. I can provide any necessary verification of our organization to resolve this promptly. You can reach me at [redacted] or by email at [redacted] Thank you for your swift assistance in resolving this matter.
Reported by GetHuman3417656 on вторник, 13 августа 2019 г., 16:42
On May 5, [redacted], a charge of $[redacted].00 from Survey Monkey appeared on our account. I have attempted to contact your company through various phone numbers, including [redacted], which suggests an 8-minute wait time but redirects me to help/ I do not wish to renew our service, as it was initially signed up for by a colleague in [redacted] and has not been utilized since. Despite our efforts to cancel the membership last year and receiving no resolution after a week of attempts, a payment was made. We strongly request the cancellation of our membership and a refund of $[redacted].00. I have exhausted all available contact options to no avail. Our inability to access the account due to the absence of the account creator further complicates this situation. Seeking guidance on the next steps to resolve this matter promptly.
Reported by GetHuman-nfriedri on вторник, 20 августа 2019 г., 13:35
Hello, I’ve been working on combining and creating data cuts based on multiple filters or questions. However, I am encountering an issue. In a survey with [redacted] viable respondents after applying preliminary filters, I've successfully executed two data cuts named "Leaders" and "Industry Average," each yielding 29 and 27 responses, respectively. When attempting a third cut called "Laggards," I expected it to yield 56 responses (29 from Leaders + 27 from Industry Average + 56 Laggards = [redacted] total). Surprisingly, the Laggard cut only resulted in 3 responses. I'm puzzled by this discrepancy and concerned about the filtering logic I've used. I would appreciate prompt assistance on this matter. Below is the link to the survey for reference. Thank you for your help. Kind regards, Keir Walker [redacted]
Reported by GetHuman-keirwal on среда, 18 сентября 2019 г., 13:12
I'm having trouble accessing my Survey Monkey account as the email address associated with it is incorrect. It displays my email as [redacted], when it should be [redacted] As multiple coworkers and I share this account, the email linked to it frequently changes. I suspect that an error was made when one of them entered my email, and now none of us are able to log in.
Reported by GetHuman-mikellep on среда, 2 октября 2019 г., 16:13
I subscribed to SurveyMonkey in [redacted] when I was working at SouthCrest Bank. I left the company in April [redacted], but have been charged annually since then despite not using the service. I retired and do not wish to continue with SurveyMonkey. Kindly cancel my account and refund me for [redacted], [redacted], and [redacted]. I did not receive any renewal notifications as they were sent to my old work email, which is no longer active. It was: [redacted] Thank you. Dave R.
Reported by GetHuman3696920 on четверг, 3 октября 2019 г., 15:32
Dear Support Team, We are eagerly awaiting your response. Based on the Team Premier pricing, we were interested in purchasing a one-year subscription to SurveyMonkey for one user. However, upon attempting to make the purchase, we discovered that the minimum purchase option available is for at least three users. This would result in a loss of 3,[redacted].00 TL if we proceed at these prices. We kindly ask for your assistance with this issue, and we will provide the necessary recipient information for licensing the software promptly. We are looking forward to hearing from you soon.
Reported by GetHuman-rirmak on пятница, 4 октября 2019 г., 6:50
Our organization has a SurveyMonkey account under NWCG2, which we renew annually. Despite our Administrative Assistant confirming the payment, I am unable to publish the survey as it prompts me to select a payment plan. I am unsure if this issue falls under Billing or Customer Service. I have tried contacting the Call Center at [redacted] or [redacted] without success in reaching a representative. GetHuman was used to submit a Help Desk request, but there has been no response. The website does not offer a call-back option. Seeking advice on the best course of action to resolve this issue. Thank you.
Reported by GetHuman3699766 on пятница, 4 октября 2019 г., 15:19
I am a representative from the Avondale Elementary School District in Avondale, AZ. Our upcoming year's payment was mailed out two days ago and is expected to arrive before the October 2nd expiration date. As a result, our account has been temporarily suspended, impacting a football clinic scheduled for tomorrow. Urgent assistance is requested to expedite the processing of our payment to promptly reactivate the account. Your prompt attention in enabling the survey functionality within the next hour would be greatly appreciated. Thank you for your understanding.
Reported by GetHuman-bdewall on пятница, 4 октября 2019 г., 16:37
I work at the San Diego County Office of Education and have been trying to get assistance with getting an official invoice. We have a purchase order for the amount required for the Survey Monkey renewal. Yet, the invoice amount appears much larger when I attempt to print it. Our Accounts Payable department is waiting to settle our account, but we need the correct invoice to proceed. I urgently require assistance as I have been trying to resolve this with Survey Monkey for two weeks already.
Reported by GetHuman-kirobert on вторник, 8 октября 2019 г., 15:51
Hello, I'm having trouble accessing my Surveymonkey account. I forgot my password and have been unable to reset it. Despite my attempts, I'm not receiving any password reset emails. I've verified it's not a spam filter problem as I am still getting other emails related to my survey. I've reached out to support, but have only received a confirmation email so far. I have an important presentation with a major client in a few hours, and I'm starting to feel anxious about not being able to retrieve my account.
Reported by GetHuman-jukkaar on вторник, 8 октября 2019 г., 18:01
I represent a non-profit organization. I recently purchased the standard personal Survey Monkey account for $30 per month or $[redacted] per year to conduct research during an organization-related conference. I integrated the surveys seamlessly onto our event website and ensured they were set up correctly. However, during the conference, participants reported issues with answering the survey questions. After troubleshooting for over four hours, I couldn't identify the problem. Unfortunately, I lost a year's worth of data due to this issue. When I requested a refund from Survey Monkey within 14 days of purchase, they refused. I am disappointed to have spent $[redacted] plus tax on a software that turned out to be unusable. Any advice would be appreciated.
Reported by GetHuman3735175 on среда, 9 октября 2019 г., 21:26
Hello everyone, I signed up for an account yesterday with the email [redacted] I set up a survey that I planned to send out today with some premium features like the matrix dropdown question. Unfortunately, I am unable to access my account today. I attempted to reset my password, but I did not receive the email with the link in my inbox or spam folder. It's crucial for me to send the survey out today. Is there a way to resolve this problem promptly? Thank you.
Reported by GetHuman3735837 on среда, 9 октября 2019 г., 23:33
Hello, I am experiencing difficulty logging into my SurveyMonkey account. Upon entering my username and password, a dialogue box appears requesting a verification code, stating that an email has been sent to my address. However, I have not received the email after checking all folders, including Inbox, Spam, and Trash. I have even added the SurveyMonkey email to my email whitelist with no success. Any assistance in resolving this matter would be greatly appreciated as I need to access my account to continue my pending tasks. Thank you.
Reported by GetHuman3740318 on четверг, 10 октября 2019 г., 17:48
I am having trouble logging into my SurveyMonkey account. When I enter my username and password, a dialogue box pops up requesting a verification code sent to my email. However, I am not receiving any emails in my inbox, spam, or trash folders. I added the SurveyMonkey email to my whitelist, but still haven't received any emails. I need help to access my account and complete my pending work. Thank you.
Reported by GetHuman3740318 on четверг, 10 октября 2019 г., 18:09

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