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My survey link isn't working

When you click a survey link and get an error, expired message, or blank page, here's how to fix it.

⚠️ Who is this article for? This guide is for survey respondents who clicked a survey link but couldn't access the survey. If you need help resending a survey link to others, contact your HR team or survey administrator.

Survey links can stop working for several reasons: they may have expired, there may be a technical issue, or your browser may need a refresh. Most problems can be solved quickly.

💡 Where to start: Try refreshing the page or clearing your browser cache first. If that doesn't work, contact your HR team or survey administrator to request a fresh link.

Clear your browser cache and try again

Browser cache can sometimes prevent pages from loading correctly. Clear your cache and cookies, then try clicking the link again. If you're unsure how to do this, try opening the link in a different browser (Chrome, Firefox, Safari, or Edge) to see if the problem is browser-specific.

Check the link for errors

Make sure the survey link is complete and hasn't been cut off or modified. If you received the link in an email, copy it directly from the email rather than typing it manually. If the link is broken or incomplete, you won't be able to access the survey.

Try accessing the survey from a different device

If the link doesn't work on your computer, try accessing it on a mobile device or tablet. Sometimes network or device-specific settings can prevent the link from working. If it works on another device, the issue may be with your original device's settings.

Check your internet connection

A slow or unstable internet connection can cause survey pages to fail to load. Make sure you have a stable connection and try the link again. If you're on WiFi, try switching to a wired connection or a different network.

Request a fresh survey link

If you've tried these steps and the link still isn't working, contact your HR team or the person who sent you the survey. Ask them to resend your survey invitation with a fresh link. Survey links can expire, especially if the survey was originally sent some time ago.

Something not working?

The link shows an "expired" or "invalid" message.

  • Likely cause: The survey link has expired, either because the survey deadline has passed or the link was generated for a limited time.
  • Action: Contact your HR team or survey administrator and ask them to send you a fresh survey invitation with a new link. If the survey has ended, ask whether a new survey round is planned.

I get a blank page or error when clicking the link.

  • Likely cause: There may be a technical issue with the link, a problem with your browser, or network connectivity issues.
  • Action: Try the following: (1) Refresh the page, (2) Clear your browser cache and cookies, (3) Try a different browser, (4) Try a different device with a stable internet connection. If none of these work, contact your HR team or survey administrator with details about the error message you see.

The link works but the survey won't load.

  • Likely cause: Your browser may not support the survey, there may be network issues, or the survey may have technical problems.
  • Action: Try opening the link in a different browser (Chrome, Firefox, Safari, or Edge). Make sure you have a stable internet connection. If the survey still won't load, contact your HR team or survey administrator to report the issue.

The survey says it's already completed, but I haven't submitted it yet.

  • Likely cause: Your survey link is unique and personal to you. If you shared your survey link with someone else, they may have opened it using your link. This marks the survey as completed on your account, which prevents you from accessing it again.
  • Action: Survey links should never be shared. Each respondent receives their own unique link that tracks their individual responses and progress. If you shared your link with others, contact your HR team or survey administrator right away. Explain what happened and they can:
    • Decide to reset your survey access so you can complete it again
    • Help the other person get their own survey link
    • If your HR team needs assistance resetting your account or has questions about survey links, they can reach out to support@engagerocket.co and we'll help resolve it quickly.

The link shows my survey is closed or no longer available.

  • Likely cause: The survey deadline has passed and the survey is no longer accepting responses.
  • Action: Contact your HR team or survey administrator to ask if the survey is still open. If it's closed, ask whether a new survey round is planned or if you can request an extension.

Still need help?

If you've tried these steps and your survey link still isn't working, reach out to us at support@engagerocket.co. Include details about the error message you're seeing, what browser you're using, and any troubleshooting steps you've already tried. We'll investigate the issue and help you get access to your survey.