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WHICH PART OF THE PLATFORM ARE YOU WORKING ON?


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My file looks like it uploaded, but I don't see any contacts in my list. What happened?

Look in the Advanced Options menu on the Add Contacts page and observe your organization's settings for deduplication. Additionally, the Import Contacts task in the View Directory tab can be checked to see if contacts were updated, meaning that deduplication occurred. To read more about deduplication, check out our Target Audience Organization Settings support page.


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My file won't upload at all. What's happening?

There may be a formatting error in your file. Download the example file and compare it to your own. Do all of the relevant headers (e.g., FirstName, LastName, Email, ExternalDataReference) match exactly? Capitalization, spelling, and spacing do matter. Also be sure to check and make sure the file is a CSV (Comma Separate Values) file and that your columns have headers.


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I don't think the count at the top of my Mailing List/Directory is correct. How can I be sure?

Sometimes the count number hasn't been refreshed to reflect recently added/deleted contacts. Click on the count number and it will update to show the current number of people in the list.


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How do I add existing contacts to a Mailing List?

Run a search for the contacts that you want in a Mailing List or Directory. You can use the dropdown arrow at the top of the list of contacts and select With All Results and Add to Mailing List.


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When I run a search based on Embedded Data, the different values do not populate. Why aren't they there?

If you have recently modified Embedded Data, it may not be properly indexed yet. Go to the Embedded Data page under the Directory section and use the dropdown menu to select Refresh Embedded Data. This will bring everything up to date.


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Some of my contacts have been deleted or changed, but I didn’t do anything. What happened?

All contact information and Embedded Data is stored at the Directory level, which means it can be accessed and edited by other individuals in your organization. Please check with your colleagues to make sure they have not made any changes to your contacts.


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My incentives aren’t firing. Why is that?

Your incentive may not be active. Make sure the box to the left of your incentive has been clicked to show a green checkmark instead of a gray X.


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When I click on Contacts, all I see is a failed login page. How can I access my Target Audience account?

Target Audience is enabled at the highest level of your Qualtrics license. If the permission to access Target Audience has not been enabled for your specific account, this failed login page is what you’ll see. You’ll need to contact the Brand Administrator for your Qualtrics license and ask that the permission be enabled. You can find out who your Brand Administrator is from the Account Usage section of your account.


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Why are some of my participants receiving invitations that say their password is omitted?

The password is omitted because their email has previously received an invitation to a 360 assessment. (Note that it could have been for any 360 assessment invitation, not just your current assessment.) The password will only be included the very first time an individual ever receives a 360 email invitation.

The first time a participant logs in, they are required to change their password for security purposes. If they've forgotten what their password was, they can reset their password on the login page at any time by clicking on Forgot Your Password?.


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When should I use display logic on my Action Sets?

Action Set display logic is used when you want to target the same general group of people but there are significant discernible differences amongst them.

For example, since creatives are not responsive to screen size, many users like to implement display logic focused on whether a website viewer is/is not using a mobile device or whether the website is being displayed on a certain screen size. By using logic in this instance, you are able to target a properly formatted and sized creative to the appropriate person. Display logic based on location can even be used to make sure that website viewers are seeing a creative that is written in the language that most likely applies to them.


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How do I share my project?

You can share your survey by clicking on the dropdown menu on the right side of your project while on the Projects page. From this menu, click on Share Project. For further instructions, navigate to the Sharing a Project support page.


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How can I send automated emails to my respondents and/or myself based on survey completion?

This can be achieved with the Email Trigger feature. This will send an email to the participant upon survey completion. You have the option to include a response report to give the respondent a copy of their answers. The Email Trigger option can be found in the Tools menu of the Survey tab. You can also send an email to the participant if you don’t initially have their email by asking them for it in a survey question and then piping their response to that question into the "To" email field of the Email Trigger.


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What are Personal Links and how are they different from sending an individual link through the Qualtrics Mailer?

Personal Links are individual links that can be generated if you need to use a third-party mailing system to distribute your survey invitations but also need to track personal information from a contact list. Personal links have the same functionality as the individual links the Qualtrics Mailer creates when distributing a survey but are easier to use for your own distribution methods outside of Qualtrics.


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How do I export my data into a CSV or SPSS file?

  1. In the Data & Analysis tab, click on Export & Import located on the far right.
  2. Click Export Data.
  3. Select either the Data Table or Legacy Format export format. For information regarding differences between the two, visit our Export Options page.
  4. In the export menu, select from the different available data file formats along the top. These include CSV and SPSS, among others.


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Is there a way that I can filter data in a report for a particular group of respondents and exclude everyone else?

Yes, you can click on Add Filter at the top-left corner of the page to add filter criteria for the group of respondents you would like to pull into the report. To learn more about filtering reports, navigate to the Filtering Results support page.


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How do I import a list of contacts from a CSV to my Qualtrics account?

You can find instructions for importing contacts in the Importing Contacts from a CSV File section of the Creating a Contact List support page. Note that the maximum file size for a contact list upload is 100 MB.


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Why are some of the file type options grayed out in the Files Library?

If you have not imported a file of a specific file type, it will appear grayed out. Once you upload a file of a particular type, the option will no longer be grayed out. To learn more about the Files Library, visit the Files Library support page.


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What are text topics and how can I use them in Vocalize?

You should use text topics when you need to assign topics based on open-ended text responses from your participants. Text topics do not automatically map to Vocalize. Use the steps below to bring them into your dashboard.

  1. Since text topics are assigned to responses after data has been collected and because this information isn‘t mapped to Vocalize automatically, you must map these topics manually. Once they are mapped to Vocalize, you can use them in filters and widgets.
  2. Once you have created your text topics in Data & Analysis, go back to the Data section, click on Export & Import, then select Export Data, and click Download Data Table. Aside from exporting the CSV format (which is the default), there are no particular options here that need to be selected, so simply click Download. Note: The information needed to map text topics in Vocalize is not found in the Legacy Format export. It is necessary to export the Data Table.
  3. Once the export is complete, open the file and scroll to the far right columns. You will notice a column with a header that matches the name you gave to your text topic. Underneath the column header, in the third row, you will see text that looks something like this: {“ImportId”:“QID36_TEXT_bf844b154f724de48a3edf50Topic0”}
  4. We are interested in the information within the second set of quotation marks. In this example, it is the following: QID36_TEXT_bf844b154f724de48a3edf50Topic0
  5. Copy this text and head back over to your Vocalize Dashboard. Once there, go to your Settings, scroll down to the bottom, and add a new field. Name this field and then change the field type to Multi-Answer Text Set. We change it to a Multi-Answer Text Set because this will parse comma separated values as distinct if you should happen to have more than one topic for a response. It will also give a discreet list of your tags from which you can choose in your filters and widgets. If you choose Text Value, you would have to manually search for the topic by using the exact topic value and it would not parse multiple topics.
  6. Now it‘s time to map the text topics! Click on the gray box that says Not Mapped and corresponds to the survey where you just created the text topic. Note: You will not find your text topic displayed here.
  7. Select Add other embedded data and paste in the value you copied from the CSV. Click Save in this small window and save the Settings page. Note: If your data is delimited with a character other than a comma, you‘ll want to change the delimiter. You can do this by selecting the arrow to the left of the mapped topic and selecting the appropriate delimiter from the dropdown menu.
  8. Your text topic is now mapped! You can use it in filters and widgets.


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I forgot my password and can't access my dashboard. How do I reset my password?

To reset your dashboard login password, go to the login page for your account and click on Forgot My Password. Enter your email address as your username and click Send Recovery Email. You will receive an email shortly with a link you can use to reset your password.


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I can‘t access my report, but I‘ve received responses. What's happening?

You haven‘t met the Report Release conditions. Contact your Assessment/Brand Administrator for more information about your Report Release conditions.


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How do I create a new variable?

You can create a new variable by clicking Create or Clean Variable in the lower-left corner of your workspace. For more information, please visit the support page on Variable Creation.


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Do you integrate with [insert software]?

Currently we offer out-of-the-box integrations with Salesforce, Tableau, Marketo, Slack, and Adobe Analytics.

Our professional services team has also built out custom integrations with many other softwares. If you want to integrate with a system not listed here and you are a Brand Administrator, reach out to your Client Success Representative to determine if that is a possibility. All integrations are paid upgrades that are not included on a standard license. If you do you not see access to a particular integration in your account, it is possible that your organization has purchased it but not enabled it for your account. You can reach our to your Brand Administrator to see if a particular integration has been purchased. If it has not, they will be able to reach out to your organization's Account Executive or Client Success Representative to talk about purchasing it.


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Who is the Brand Administrator of my account and what types of tasks can they perform?

You can find out who your Brand Administrator is from the Account Usage section of your account. They are able to perform a variety of tasks including updating permissions, changing account information (username, email, etc.), changing ownership of surveys, undeleting surveys, adding you to a group or division, and much more.


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I activated my intercept but it‘s not showing up on my site. Why not?

There are numerous potential causes as to why an intercept may not be appearing once it has been implemented. These causes may stem from the setup of the intercept itself or the implementation of the code. The following walkthrough will serve as a step-by-step guide to assist in troubleshooting this issue:

  • Intercept Logic: Intercept logic is a combination of criteria and conditions that must be met in order for an intercept to be displayed to a visitor. Checking this logic will be helpful in discovering why the intercept is not displaying on a page. Display logic is iterated upon by combining statements with AND and OR operators. The AND operator make these combined statements inclusive, requiring each one to be satisfied in order to function. Conversely, the OR operator makes the statements exclusive of each other.
  • Contains: Another common cause of logic error is the use of the contains and is options. Contains means that the parameter you are basing the logic off (i.e. Current URL) will have the specified value present in addition to more information. For example, if I had logic that read as Current URL contains ‘qualtrics’, this would cause the intercept to display on any URL that has the word qualtrics present. The other option you have is using Current URL is [URL]. This condition depends on the visited URL being an exact match. Any differences or additional characters will prevent the intercept logic from passing.
  • Revision History: When making edits to intercepts, changes are not made live until the intercept is published. When publishing an intercept, you are prompted to write a brief description of the changes that are being made. These iterations of your intercept get saved in your revision history. Reviewing the revisions that have been made is very useful for identifying any changes that may have suddenly prevented the intercept from appearing.
  • Q_DEBUG: The Site Intercept debug window is an invaluable tool for testing why an intercept is not displaying on a particular page. To enable the debug window, append a query string to any given URL called Q_DEBUG. This must be prefixed with a ? or a & like the following examples: https://www.qualtrics.com?Q_DEBUG, https://www.qualtrics.com/blog?item=value&Q_DEBUG. The debug window breaks down all conditions required for intercepts running on the URL to appear. If you find that an intercept is not appearing, locate it in the debug window and identify any red failed warnings. NOTE: The Site Intercept debugger does not function if the code has been implemented using a tag manager. NOTE: If the URL already has a query string with a ?, then the debugger will require a & instead.
  • The Site Intercept Network Request: Most internet browsers possess a developer tools menu that allows a user to see a site’s source code, resources, cookies, and network calls. Site Intercept possesses a distinct presence in the network section of these tools. To check for these scripts running, open the developer tools and navigate to the Network section. Once here, reload the webpage and the menu should begin to populate with all network requests being made by the website. To identify Site Intercept code, look for calls that begin with ?Q_ZID or ?Q_SID. This is the code itself running checks on the display logic. If you cannot find anything matching this format, then there is an issue with the implementation of your Site Intercept code. You can refer to our support page on implementation for advice on where is best to place the code.


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Does a survey expire? Under what circumstances?

Yes, a survey can expire in one of the following manners:

  1. Partial Completion: After someone begins a survey session, they will have 7 days to complete the survey before it closes. You can adjust this setting in the Survey Options in the Survey tab.
  2. Personal Link Expiration: When you send an email distribution, your respondents will have 60 days to open the survey link before it expires. After they begin the survey, they will be subject to the Partial Completion rule mentioned above.
  3. Survey Expiration: You can set this in the Survey Options for a specified date and time. Any respondent that attempts to start the survey after the set expiration date will not be able to enter. However, those respondents who have already started a survey will still be able to access it.


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How do I see which emails were sent, failed, and bounced after I send my survey via email?

To download the Distribution History, go to the dropdown menu to the right of any distribution and choose Download History. To learn more about the statuses shown in the downloaded document, visit the support page section on Downloading the Distribution History.


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Can I change the default settings on a report instead of editing each visualization one at a time?

Yes, navigate to the Report Options menu at the top-right corner of your report and select Global Options. This will allow you to change the default settings that will apply to the entire report. However, you can always make edits to individual visualizations that will override the Global Options you set in this menu.


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Can I create a group of people or sample out of my larger contact list that I can send surveys to?

Yes. You can create a sample to send distributions to a specific group of people out of a contact list. Click Create Sample at the top-right corner of the Contacts page, choose the contact list you would like to pull people from, enter your criteria, and select Generate Sample. For more information about samples, visit the Contacts Sample support page.


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I cannot find a message in my Messages Library.

Check the Message Type filter at the top of the Messages Library. Make sure it is set to the type of message you are looking for. Also consider setting it to Show All to include all message types as you search for the one in question. To learn more about the Messages Library, visit the Messages Library support page.


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How do I edit a user?

Navigate to the Users tab, search for the user in question, and click on their username. This will open a menu where you can edit their account information and permissions. For more information, visit the Managing Existing User Accounts section of the Creating and Managing Users support page.

To edit users, you must be a Brand Administrator. Reach out to your Brand Administrator if you need assistance.


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What are User Roles and Attributes?

For more information regarding User Roles and Attributes, please visit the Vocalize User Admin page. If you would like more information regarding sharing your dashboard, please visit the Sharing Your Dashboard support page.


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My survey participants want to retake their responses. How can they do this?

If you have enabled the Survey Retakes option in Survey Options, your respondents will be able to use their same link to re-submit their survey response. Your respondent can locate the original Employee Engagement survey invitation in their email, click on the link to the survey, and select the option to retake their response. If you do not have the option set up in Survey Options to allow respondents to retake their responses, you can access a retake link for your respondent and email it to the participant. To access the retake survey link, search for the participant's email address or name in the Participants tab, click on the participant’s email address, and open the Actions menu. Select the option to get a retake survey link. Copy the link that opens up and email the link to the participant.


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Some of my graphs/tables seem to be pulling in information incorrectly. How can I fix this?

There are a number of ways that we can check if your graph is pulling in the correct information. First, select Clear Results Cache from your Report Options to make sure the data is pulling in correctly. This forces a refresh of your data, so this is the first step to make sure you are seeing the correct content.

In general, you will want to check the scoring category/recode values for the item in your Form module to make sure it's being shown correctly. Then make sure the choices you don't want included in your graphs/tables are marked as Excluded From Analysis in the Edit Form section.


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How can I "recode" values in Stats iQ?

You can recode values for a particular variable in the Create or Clean Variable menu.

In the Create Variable window, use the Logic method to assign numerical values to each existing value for the variable. You can either create a new variable or select Replace Existing Variable in the lower-left corner to update the variable with the new numeric values.

For more information on the Logic method for variable creation, please visit the support page on Variable Creation.


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How can I check if my account is linked to Salesforce, and how can I re-link or change my Salesforce linking?

The first step in setting up your Salesforce integration is to link your Qualtrics account to Salesforce. To do this, in any project in your account go to Tools, Salesforce, and Setup Link to Salesforce Account. If your account is not properly linked, you will see “Error: Unable to log in to Salesforce API, invalid credentials” in the Response Mapping or Trigger & Email Survey sections. If you are unsure if your account is linked properly or you would like to switch which Salesforce environment your account is linked to, you can go through the linking process again. Salesforce will attempt to auto-authenticate based on any open sessions in your browser. Because of this, the best way to ensure the correct linking when switching environments is to open Qualtrics in an incognito/private browsing session and perform the linking there. For more information regarding the Salesforce integration, visit the Salesforce Integration Overview support page.


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I shared a survey or a survey was shared with me but it is not appearing in the account. Where is it?

First, be sure to check in the Shared With Me folder on the Projects page to make sure the survey isn’t located there. If you still cannot find the survey, there are three main reasons why a shared project may not appear in your account:

  • The project has been shared with the incorrect account. Check to see if you have another Qualtrics account containing the project. If you initially shared it by username, try re-sharing with the account’s email address instead. The survey should appear in the first account you log in to with that email address after it is shared.
  • One of the users does not have the correct collaboration permissions turned on. A Brand Administrator can check or update these permissions for you.
  • The project was shared with you when you were logged into your account. Open up your Account Settings in the top-right corner of your account and select Refresh Account.


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I am having trouble understanding my exported data file.

Check out our Understanding Your Dataset support page for a detailed description of what every part of your exported file means!


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How can I change my "From" address for email distributions?

Click here to learn the different ways to set up Custom From Addresses.


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Why is the Share Project option grayed out?

One possibility is that the project is owned by another user. Only the owner of a project (the user who created the project in their account) can share the project with another user. Another possibility is that the sharing permission is not available for your account. Contact your organization's Brand Administrator to see if the sharing permission can be enabled.


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I have a lot of questions in my survey and I would rather not use Tools to add columns for all the questions. Is there a quick way I can see the entire response for an individual?

Yes, you can click on the dropdown arrow to the right of the response in the Data & Analysis tab under the Actions column and select View Response or Export to PDF to see the entire survey response for an individual.

Otherwise, export your data and all of the columns and responses will be in the file.


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My visualizations from different questions are all on different pages in my report. Can I put them on the same page?

Yes. Click on Create Custom Page on the left-hand side of the report to add a page that allows you to add visualizations from different questions.


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How do I modify an existing list of contacts?

  1. Within the contact list you are modifying, click on the List Options menu and choose Export List.
  2. Set the Format to CSV, Export Embedded Data to Yes, and Subscription Status to whichever group you want to update.
  3. Click Export.
  4. Open the exported file and edit the desired contacts and/or fields.
  5. Save the file as a CSV.
  6. Back in Qualtrics, click on the List Options menu and choose Import List.
  7. Drag and drop your saved CSV into the menu or click Browse and select your file.
  8. Review the Verify Fields preview of your list.
  9. Click the green Add Contacts button.
  10. Warning: Do not delete the RecipientID column when editing as this column is required to update the contacts. If you delete this column, importing the CSV will create duplicate contacts. If this happens, and you have not distributed any surveys to your list yet, it is best to delete the list and re-upload it. For more information on contact lists, please to refer to our Support Pages.


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How do I change the dimensions of a graphic once it is uploaded?

Click on the image in the Graphics Library and select the three bars icon in the top-right corner. This will open a menu that allows you to edit the dimensions of the image. To learn more about the Graphics Library, visit the Graphics Library support page.


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How do I transfer surveys between accounts?

If you would like to transfer all the surveys from one account to another, navigate to the Users tab, find the user you would like to transfer surveys from, and select Transfer Surveys on the right side. If you would to only transfer a specific survey between accounts, click on the username of the survey owner and select View Account Use Info. This will allow you to find the survey you would like to transfer; select Change Owner on the right side of the survey. For more information, visit the Changing Project Ownership section of the Creating and Managing Users support page.

To transfer surveys between accounts, you must be a Brand Administrator. Reach out to your Brand Administrator if you need assistance.


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I‘ve shared my dashboard, but my viewers are not seeing the right data. Why?

You likely need to check the User Attributes in the User Admin section. Check for extra spaces and typos. Make sure that the attribute value you have typed in the right-hand side is spelled exactly as it appears in your raw data and pay attention to capitalization. Also, make sure that the user does not appear in two different Roles. Similarly, make sure the dashboard hasn‘t been shared with users both individually and through a Role. In either case, they will see the most restrictive of the two. Lastly, make sure that you have set the correct data restriction.


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How can I use Site Intercept on a Single Page Application or on a page running Angular JavaScript?

A Single Page Application only runs Site Intercept Code when the webpage loads for the first time. When the webpage changes to a new view, you will need to run the Site Intercept Code again.

  1. Within Site Intercept, you will need to navigate to the Intercept Change Options tab. From here, select the option to Manually Load Intercept. We need to change this option so that we can control when the Site Intercept code runs. Please Note: If you have chosen to place Zone code on your website, you will need to navigate to the Zones tab. Under the Manage Zones dropdown, select Zone Options and then enable the Manually Load Zone option.
  2. You will then need to use our Site Intercept API to trigger the code each time a new view is loaded.
For a more detailed overview of how to run Site Intercept on a Single Page Application, please visit this support page.


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I forwarded my survey invitation to my team and someone else took the survey with my link. How do I reset my response?

You will need to contact the individual who sent you your survey invitation. As an administrator, they will be able to delete the previously submitted response.

To delete the response, open the Participants section and search for the name of the participant. Locate the label Complete and click directly on it. Use the Actions menu on the right-hand side and select the option to remove the response. This will enable the original respondent to use the same link to complete the response. If the administrator has enabled the Survey Retakes option in Survey Options, all participants will be able to use their same link to re-submit their survey response. As a respondent, you can locate the original Employee Engagement survey invitation in your email inbox, click on the link to the survey, and select the option to retake your response. If the option to allow respondents to retake their responses is not set up set up in the survey's Survey Options, the administrator can access a retake link for the participant and email it to the individual.

To access the retake survey link, search for the participant's email address or name in the Participants section, click on the participant's email address, and open the Actions menu. Select the option to pull a retake survey link. Copy the link that opens up and email the link to the participant.


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I am having some issues when uploading my subjects and/or evaluators, but I think I have everything set up correctly.

There are required fields for your participant files that must match the spelling, capitalization, and spacing exactly. If you don't have these fields, your file will not import properly. When importing subjects, you must have a column for FirstName, LastName, and Email. When importing evaluators, you must have a column for FirstName, LastName, Evaluator Email, SubjectEmail, and Relationship.

Additionally, make sure that each participant's FirstName and LastName are not too large; there is a restriction on the number of characters for these fields.


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Which question types are compatible with Stats iQ?

Stats iQ currently brings in the same data that you would see in the Legacy Export. It will treat every column that you see in this export as a new variable. For this reason, Stats iQ will bring in data from all question types. Despite this, the data for some questions will be better for statistical analysis than others. Typically the question types that are easiest to analyze in Stats iQ are Multiple Choice, Matrix, Slider, and Rank Order questions.


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I'm having trouble with installing and using the Qualtrics Salesforce App.

The Qualtrics Saleforce App installation comes with custom profiles, permission sets, objects, buttons, and tabs in order to make installation and administration easier. All steps on the Salesforce App Installation support page should be followed, with special attention to the Configuring Permission Sets and Configuring Layouts sections.


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How do I translate my survey into other languages and specify a language for my survey respondents?

The Translate Survey feature allows you to add multiple languages to a single survey. You have the ability to set the language each respondent will see the survey appear in. Because there is just one survey containing all of the translations, all of the results will appear in the same data set.


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How can I tell if I own a survey or if it has been shared with me?

You can click on Sort By in the top-right corner of the Projects page and choose Owner to quickly organize your projects by their owner. You can also select the Shared with Me folder on the left-hand side of the Projects page to see if the survey has been shared with you.


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Some of my respondents say that their survey session has expired. Why is this happening?

By default, a Personal Link expires after 60 days. If a participant has not opened up the survey by the 60 day mark, the link will expire.


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What are the numbers in my exported data file and can I change them?

The numeric values in your exported data are the recode values associated with the answers choices in your survey. You can adjust these any time by finding the question in the survey editor, selecting the question options icon on the left side of the question, and choosing Recode Values. When you check Recode Values in this menu, you can edit these numbers and your edits will be reflected in any future data exports.


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Can I give people access to a live version of the report instead of exporting hard copies?

Yes, select Export Report in the top-right corner of your report and choose Manage Public Report. This will allow you to toggle the public report to On and will generate a link that you can share. You can also turn on Access Code Protection and choose an access code that must be given in order to see the public report.

You can read more about public reports on the Sharing Reports support page.


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How do I quickly modify just one contact without exporting the entire list?

In order to make minor edits to contacts in a contact list, select the contact, then choose Edit in the menu on the right side of the page. This will allow you to edit any contact or Embedded Data fields that you would like.


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What is the file size limit when uploading a graphic or file to my Library?

16 MB - For information on uploading file sizes larger than 16 MB, please contact your Qualtrics Account Executive.


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How do I change the Brand Administrator contact information?

Navigate to the Organization Settings tab and edit the Brand Admin Contact Info section under General.


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How do I use the Recode Editor to group answer choices?

Sometimes, our data is not named or grouped in all the ways we need when we map it to Vocalize. In many cases, using the Recode Editor is an excellent way to transform variable names for values in our Data Set. Note that using the Recode Editor in Vocalize does not affect the survey or raw data.

To find instructions on grouping answer choices, visit the Field Recode Values support page.


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Can I capture information from my website visitors in my survey? How?

If you are looking to capture information from your website visitors in your survey, Embedded Data should be added to each Action Set in your intercept. This can be done by clicking on the Options dropdown above each intercept and navigating to the Embedded Data option. You can set all of the information you want to capture in this menu and it will appear recorded alongside each survey response when the Embedded Data is also added to your Survey Flow in the Survey Platform. Aside from simply setting a static value that you want carried into the survey, the Embedded Data menu also comes pre-built with other options that can be carried into the survey. For example, you will be able to automatically capture the ID of both the intercept and creative shown, the URL of the page that displayed the intercept, the person‘s site history, or even how much time was spent on the site. You will even be able to capture information from a cookie that appears on that person‘s web browser or you can write a JavaScript expression that captures a particular variable that you are interested in.


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I've already uploaded my participant file and collected data, but I need to make a change to my hierarchy. How do I do this?

All hierarchy units are able to be dragged and dropped. This is one useful option for editing the hierarchy of your in-progress survey. If you need to make extensive edits, we recommend making changes to your participant file and updating your participant list by reimporting that file, rather than manually moving units.

  1. Using Participant Options, select Import Participants and browse for the file.
  2. Once the file has been selected, select the option to Update All Responses With Current Metadata in the Tools menu. This will update both the responses in your dashboard and the units in your hierarchy.


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Why are some of my data sources not showing numbers? Instead, they‘re just showing dashes.

This means you have Rater Category Display Logic set in your Report Options to hide data for this data source. If you‘ve copied this report from another assessment, it‘s possible you have some logic that carried over as well, which is preventing your data source from showing the numbers in your report.

You can remove the Rater Category Display Logic in the Report Options and a number should then display for the data source instead of a dash.


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What are the options for analyzing my data?

Stats iQ provides four options for analyzing data:

  • Describe: Selecting a variable from the list and then clicking Describe will give you a visualization of the data contained in that variable. Use this when you would like to see how the data for a certain variable is distributed.
  • Relate: Selecting two variables and then clicking Relate will run a statistical analysis of the relation between the two variables. Use this when you would like to know how strongly two variables are correlated.
  • Regression: Selecting two variables and clicking Regression will give the mathematical relationship between the variables. Use this when you would like to predict values for one variable based off of the values of another.
  • Pivot Table: Selecting two or more variables and clicking Pivot Table will create a table that displays the values of the variables as rows and columns. The cells can be set to display a variety of different information including column and row percentage, Sum, and Variance. Use this when you would like to compare the overlap between specific values of a set of variables.


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How can I use and test the v3 API Response Export Workflow?

Exporting Responses involves three different API calls, all of which are detailed on our API Documentation page for Getting Survey Responses. The steps you need to take to execute these calls are detailed on this page.


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How can I redirect respondents to another website or survey after they have submitted their response?

In your Survey Termination Options, you can set a default URL that all respondents will be redirected to when they complete the survey. If you would like to send different subsets of respondents to different pages, you can customize end of survey elements with different redirect URLs.


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Why don't I see some of the editing options on a project that was shared with me?

The survey owner has not given you permission to use certain options within their survey. If you need access, please contact the user who shared the survey with you and request that they give you these permissions.


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I want to offer the opportunity to enter a raffle following the end of my survey for my participants. I want participants to submit their email address, but keep it separate from their response so it remain anonymous. Is this possible?

Yes, this is possible! Just follow the instructions below:

  1. Create two anonymous surveys: a survey for collecting the response and another for respondents to submit their email.
  2. Redirect your survey participants to the second survey upon completion of the first survey by using the Survey Termination choices in the Survey Options page.
  3. You will need to copy and paste the Anonymous Link of the second survey into the Redirect to a full URL field of the first survey, and participants will then be redirected to this survey upon completing the first survey.


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Can I email anonymous links through the Qualtrics Mailer?

Yes. In the Distributions tab, select the Emails section on the left-hand side of the page and select Compose Email. Select Show Advanced Options in the bottom-left corner and select Anonymous in the Link Type dropdown menu. Note that personal information will not be collected automatically when using the Anonymous Link.


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Can I add other columns of information to my visualizations?

In order to add additional columns of information to a visualization, start with a Text Entry question and add a Paginated Table visualization. In the top-right corner of the editing menu you will be able to select Add Additional Columns.

Non-Text Entry visualizations cannot have additional columns added to them.


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How can I create a sample if I do not have any existing criteria to use to generate the sample?

In order to generate a sample, you will need to create criteria that can be used to identify the individuals you would like in your sample. You can use Embedded Data to accomplish this. Go to your contact list, select a contact you would like to include in your sample, and then click on Edit. At the bottom of the menu add an Embedded Data field, such as Group, 1. This gives the person an Embedded Data field called Group with a value of 1. Now when you generate a sample with the criteria of Embedded Data Field Group is 1, anyone that was marked as a 1 for Group will be included in this sample.


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How do I change the text on my organization's login page?

Navigate to the Organization Settings tab and add content to the large text box on the bottom of the page.

To change the text on your brand's login page, you must be a Brand Administrator. Reach out to your Brand Administrator if you need assistance.


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I set up a manual custom field in Data & Analysis, but these values aren‘t showing up in Vocalize. Where do I find them?

You should use manual custom variables when you need to categorize certain responses after data is collected, or when you have forgotten to add Embedded Data to your survey before collecting responses. Manual custom variables do not automatically map to Vocalize. Use the steps below to bring them into your dashboard.

  1. Ideally, any information we have about our respondents ahead of time should be recorded as Embedded Data through the survey flow. However, if you forget to add this information before collecting data, it is possible to manually tag your responses with this information after the fact.
  2. Currently, manual custom variables don‘t automatically map to Vocalize. However, you can bring them over manually. Once they are mapped to Vocalize, you can use them in filters and widgets.
  3. Once you have created your manual custom variables in Data & Analysis, click on Export & Import, select Export Data, then click Download Data Table. Aside from exporting the CSV format (which is the default), there are no particular options here that need to be selected, so simply click Download. Note: The information needed to map manual variables in Vocalize is not found in the Legacy Format export. It is necessary to export the Data Table.
  4. Once the export is complete, open the file and scroll to the far right columns. You will notice a column with a header that matches the name you gave to your manual variable. Underneath the column header, in the third row, you will see text that looks something like this: {“ImportId”:“Taggin_CEDvugrnn2”}
  5. We are interested in the information within the second set of quotation marks. In this example, it is the following: Taggin_CEDvugrnn2
  6. Copy this information and head back over to your Vocalize Dashboard. Once there, go to your Settings, scroll down to the bottom, and add a new field. Name this field and change the field type to Text Set. We change it to a Text Set because this will give a discreet list of your manual variables in filters and widgets from which you can choose. If you choose Text Value, you would have to manually search for the manual variable by using the exact variable value.
  7. Now it‘s time to map the manual custom variable! Click on the gray box that says Not Mapped and corresponds to the survey where you just created the manual custom variable. Note: You will not find your manual custom variable displayed here.
  8. Select Add other embedded data and paste in the value you copied from the CSV. Click Save in this small window and then save the Settings page.
  9. Your manual custom field is now mapped and you can use it in filters and widgets.


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What is the difference between zone code and intercept code, and which one should I use?

Before implementing Site Intercept, it is important to consider what code to use and why. Intercept codes are specific to the intercept that it is generated for. This means if you want something to appear on a specific page, you can place the code on that URL. Implementing an intercept code will require further implementation for each intercept you would like on your site. This is the less commonly used option as it leads to there being numerous separate codes running on pages of your site. Zones in Site Intercept act as folders for your creatives and intercepts. When a zone code loads, it evaluates every active intercept in that zone as opposed to a single intercept. This allows you to implement a single zone code and control the behavior of your intercepts through your account instead.


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When a participant logs in to their dashboard, they cannot see any data and get an error message saying they do not have permission to access the dashboard. How do I fix this?

As an administrator, in order to grant permission to access a dashboard, follow the below steps:

  1. Navigate to the Participants section and search for the participant.
  2. Click on the participant’s email address and navigate to the Permissions section.
  3. Check to make sure that the participant has the dashboard added and that the participant has the Access Dashboard option turned on.


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Why do my some of my evaluators not have login credentials?

This is because they are external evaluators. External evaluators are brought straight into the assessment with a link, and by default, will not have a participant portal. You can enable a portal and login under Messages Options by selecting Include login information for external evaluators.


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What do the different variable types mean?

There are two variable types in Stats iQ: numbers and categories. Number variables are variables whose values are numbers (scales from 1-10, age, etc.). Categories variables, on the other hand, do not have numerical values associated with them but instead have their values broken into “categorical” values (Yes/No, ice cream flavors, etc.). Depending on what variable types you are using, Stats iQ will perform different statistical tests.

If you have a variable from your survey that came in as a categories variable and you would like to change it to a numerical variable, you can follow the steps in the above FAQ for using the variable creation menu to assign numbers to each categorical value.

For more information regarding variable types, visit the Variable Types section of the Overview of Stats iQ support page.


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I tested an API call using the wizard in the documentation and it isn't working.

The Qualtrics REST API documentation is hosted on Readme.io, which allows you to test our API through the Try It Out feature. However, this feature has a few limitations. If the call you want to test cannot be run through Try It Out, there is a yellow banner that explains this and suggests an alternative method to test the call. Example requests are provided along with each call using cURL, a standard command line tool. You can modify these examples and test the calls from the command line. You can also seek out a third party application in order to test these calls, such as Postman.


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Can I edit or add information to a response after it has been submitted?

Yes! Our manual variable creation feature allows you to add additional fields to survey responses after they have already been recorded. Additionally, our response editing feature allows you to edit individual responses or groups of responses after they have been collected and keeps a record of any edits that have been made.

If you would like an individual to retake their response instead, you can find instructions for this on the Retake Survey Link support page.


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Why can't I find the user I'm looking for in the User and Group Address Book? Can I still share a project with them?

Make sure the user has a Qualtrics account within your license. If the accounts are not in the same license (e.g., they may be in a different department or have a trial account), then the account won't appear in your list. Regardless, you can still share a survey with this individual by typing in the email associated with his or her Qualtrics account, clicking Add, and selecting Save to complete the share.


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How do I change the link expiration when I email my survey using the Qualtrics Mailer?

When you are composing your email, select Show Advanced Options in the bottom-left corner in order to adjust the Link Expiration.

If you would like to change the expiration for your entire survey and not just a few links, navigate to the Setting a Survey Expiration Date support page.


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Can I let someone retake their response but also keep a record of their original response?

If you would like to keep a record of the original response upon resubmission, select the dropdown arrow to the right of the response and then select Retake as New Response to get a retake link that will maintain the original response submitted and record the new one from the retake link.


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Can I break down the information in a visualization into groups based on other data?

Yes, you can subdivide a visualization by selecting Breakout By in the visualization editing pan on the right-hand side of the visualization. You will then select the question, metadata, or Embedded Data field you would like to break the visualization out by.

For more information, visit the Visualizations Overview support page.


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How do I opt someone out of a contact list? I don't want them to receive emails from this list anymore.

Click on the contact in the contact list and then choose Edit in the menu on the right side of the page. This will allow you to check Opted Out for the individual. This person will not get any future communications to this contact list. For more information, visit the Unsubscribing Contacts section of the Contacts Management support page.


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How do I see what surveys a particular user has in their account?

Navigate to the Users tab, search for the user in question, and click on their username. Select View Account Use Info at the top. This will show you what surveys this user has in their account.

To see what surveys a particular user has in their account, you must be a Brand Administrator. Reach out to your Brand Administrator if you need assistance.


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When should I use User Attributes?

You should use User Attributes when you want to restrict the data that someone sees after the dashboard is shared either with him/her or with a Role to which they belong. For more information, visit the User Attributes section of the Vocalize User Admin support page.


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What is the difference between Clicks and Impressions?

Impressions are counted when an intercept is loaded on a page and appears for the visitor of the site. Depending on the creative, the visitor may choose to ignore the intercept (e.g., Slider or Popunder creatives do not force the participant to answer), but as the visitor has seen it, this counts as an Impression. Clicks are counted when the participant clicks on the Target area of an intercept or when a Target has loaded. If, for instance, a survey is being displayed as an Embedded Target, then the Target can load before the intercept is actually being displayed to the participant. In such a case, the Click count may increase before the Impression increases.


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I opened my dashboard and it says there is no data when I know there was data yesterday. What happened?

Check to make sure that you do not have a filter selected. As an administrator, if you select a filter value when using Enable Editing on the dashboard, that filter selection will be applied to all dashboards. If the filter value is coming from a sensitive field, it may not be visible on all dashboards for dashboard viewers to use. Simply select All as the filter value when using Enable Editing so that no filter view has been applied.

Additionally, if you have made changes to your participant list after constructing the dashboard, those changes won’t automatically refresh in the dashboard. To refresh the dashboard with changes in metadata or participants, you can run an update of metadata:

  1. Open the project to the Participants tab.
  2. Using the Tools menu, select the option to Update All Responses With Current Metadata.
  3. Navigate back to your dashboard to see the metadata and/or hierarchy updates.


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Why am I seeing a different number for my data sources than what is in my Participants tab?

Sometimes the report becomes cached and will require a refresh to pull in the current data. Try selecting Clear Results Cache in the Report Options to force a refresh of the report and make sure that the numbers are pulling in properly.


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I don't know what this statistical term means. Can you tell me?

Statistical tests: ANOVA, T-test, and Chi-squared are all statistical test that Stats iQ performs to test whether or not the relationship between two variables is significant. These tests are used to generate a P-Value.

P-Value: This value represents the probability that the observed results would be seen if no correlation between the variables exists. A lower P-Value means more correlated data.

Effect Size: The effect size is a measure of how large the correlation between two variables is. This is measured in different ways depending on the type of the statistical test performed. Examples are Cohen’s d, Pearson’s r, and Cramer’s v. The larger the effect size value, the more correlated the variables are.

For more information, visit the Statistical Test Assumptions and Technical Details support page.


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How can I make sure I’m bringing all the information from my Salesforce objects into my survey?

  • First, in order to automatically capture the data from Salesforce, you must be distributing the survey with the Trigger & Email Survey part of the integration or with the Qualtrics Salesforce App, available on the AppExchange.
  • If you are using the Trigger & Email survey setup, you must choose a contact list to store your contacts in order to have access to their Salesforce data.
  • To view the data pulled in from Salesforce, you can open a contact list containing these automatically created Salesforce contacts. Click on a specific contact and choose Edit to view all Embedded Data. See here for a screenshot. Here you can see the Embedded Data fields that are created to capture the Salesforce data.
  • To record the data from Salesforce as part of your survey response data, you must capture those Embedded Data fields in the Survey Flow. This can be accomplished by following the standard directions for Setting Values from a Contact List on our support pages.


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I am having trouble setting up logic to display a question or set of questions to a specific subset of my respondents.

The three types of logic available in Qualtrics are Display Logic, Branch Logic, and Skip Logic. Each of them serve a unique purpose; understanding which type of logic to use enables you to customize each respondent’s survey experience. Display Logic displays or hides a question based on any information you already have about the current respondent. Branch Logic does the same but for blocks of questions or other Survey Flow elements. Finally, Skip Logic sends the respondent to a different part of the survey based on their answer to a specific question. For more details on how to set up your logic, check out our Using Logic support page.


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How do I remove a project that has been shared with me?

Click on the Shared with Me folder on the left-hand side of the Projects page and find the survey in question. Click on the dropdown menu to the right of the project and select Remove Shared Project.


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I want to hide or show questions for different respondents based on their answers or Embedded Data. How can I do this?

You can use Display Logic to create a customized survey experience for each respondent. When a specific question, answer choice, or Embedded Data field pertains only to certain respondents, you can set Display Logic to show it conditionally based on previous information. Through Display Logic, you can create surveys that dynamically adapt to your respondents’ answers.


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Why do the options for Anonymous and Multiple Completes links not show up when I try to change the Link Type in my email I am sending?

Your survey is set to By Invitation Only. Navigate to the Survey tab and select Survey Options. In the Survey Protection section you can change your survey to be Open Access which will allow you to choose Anonymous or Multiple Completes links when sending your survey. To learn more about your Survey Options, navigate to the Survey Options Overview page.


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What is the difference between Download Data Table and Export Data with Legacy Format?

For information regarding differences between these two formats, visit our Export Options page.


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Can I hide pages in my report without deleting them so I can use them later?

Yes. You can hide pages by hovering over the question text in the menu on the left-hand side of the page and unchecking the checkbox that appears. You can recheck the page at any time to unhide the page in your report.


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How do I send a password reset email?

Navigate to the Users tab, search for the user in question, and click on their username. In the top-right corner, click Send Password Reset Email.

If you are looking to reset your own password from the login screen, either select Forgot? next to your password input or Forgot your password? under your password input. This will send a reset password email to the email associated with your account.


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I selected Set default value from user attribute in my page filter. Why are they still seeing all data? -OR- Why aren’t they seeing a specific attribute value?

You likely need to check the User Attributes in the User Admin section. Check for extra spaces and typos. Make sure that the attribute value you have typed in the right-hand side is spelled exactly as it appears in your raw data and pay attention to capitalization. Also, make sure that the user does not appear in two different Roles. Similarly, make sure the dashboard hasn’t been shared with the user both individually and through a Role. In either case, they will see the most restrictive of the two. Lastly, make sure that you have set the correct data restriction.


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Why are my Clicks equal to/greater than Impressions?

Clicks can be found to equal Impressions under two particular situations:

  1. Embedded Target Used: Since Embedded Targets cause a Target to load as soon as the creative appears (regardless of when anything on the creative is clicked), an Embedded Target will commonly cause Clicks to equal Impressions.
  2. Website Redirect Creative Used: Because this creative causes the Target to be loaded each time the creative loads, the Website Redirect will increment a Click every time the creative is loaded.
Clicks can even be found to be greater than Impressions when an Embedded Target is used in conjunction with the Slider creative. This is because a slider only increments an Impression when it actually slides out. The fact that the tab even appears on the website, though, means that the Embedded Target on the creative is causing the Target to load. For this reason, a Click could increment even when an Impression is not recorded because the slider was not opened.


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The count of responses on the Response Rates widget and/or Participant Summary widget doesn’t match the expected response count. How can I fix this?

You may need to update your responses with the current metadata, as well as update invited counts so that the participation counts will match. To ensure the response rates are correct, you will want to first Update All Responses With Current Metadata in the Tools menu of your Participants tab, and then go to your dashboard and select Update Invited Counts in your Response Rates widget.


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The report says the table will expand onto one additional page, however when I export it, it does not expand.

Go to the Participants tab and export the report by selecting Download All Reports. Or, export the report from the Participant Portal. Your table will expand when using one of these export methods.


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How do I filter the data that appears in Stats iQ?

You can filter the data that appears in Stats iQ on two different levels: on individual cards and on the overall workspace. You can find instructions for this on the Filtering Data page for Stats iQ.


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Which date/time format is used for date parameters in the v3 API?

With the v3 API, one of the biggest changes is requiring your dates and times to be in ISO 8601 format. You can represent your dates and times in UTC format or by a timezone offset as described on our API documentation. UTC (Coordinated Universal Time) is the 24-hour time standard. In order to offset your date, you would use UTC and then offset by the number of hours it takes to reach your timezone. To illustrate this, the API documentation provides two examples: UTC - 2016-04-01T07:31:43Z and PST - 2016-04-01T07:31:43-08:00. The Pacific Standard Time example is just an offset of the UTC example, minus 8 hours. It should be noted that you will always have to include the times in the full format, even when you’re exporting responses. If this is the case, the time parameters can be set to 0 to ensure that you are getting the responses for the full day, starting at midnight.


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How do I pull Embedded Data from my Contact List into my survey?

You can find instructions for adding Embedded Data from your Contact List on the Embedded Data support page.


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What are the Qualtrics IP Addresses and Domains to whitelist?

Use the following IP address to whitelist: 162.247.216.0/22. You can use this IP Address to whitelist for Email Distributions, Salesforce, and some SSO setups.


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How do I get a retake link for a response so a respondent can change their answer or fill out a question they missed originally?

Use the filter at the top-left corner to find the response in question. Then on the right side of the response, click on the dropdown arrow and select Retake Response to get a retake link. You can send this link to the respondent and it will allow them to click through the survey and change previous answers or answer missed questions. Once the respondent submits this survey session, it will save over the original response. For more information regarding retaking surveys, visit the Retake Survey Link support page.


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How do I rename my report?

Go to Report Options in the top-right corner of your report and select Rename Report.


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How do I undelete surveys for a user?

Navigate to the Users tab, search for the user in question, and click on the username of the survey owner and select View Account Use Info at the top. You will be able to find the survey in this menu and select Undelete for a survey.

To undelete surveys for a user, you must be a Brand Administrator. Reach out to your Brand Administrator if you need assistance.


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How do I use the Recode Editor to alter answer choices?

You can find instructions for cleaning up and altering your answer choices by navigating to the Field Recode Values support page.


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I have built my intercept but would like to test it before activation. How can I do that?

Site Intercept provides a tool called a bookmarklet so that you can test any intercept without having to activate it. The bookmarklet can be used for testing both intercept and zone code. To find the bookmarklet, you need to be in either the Intercepts or Zones tab (depending on which bookmarklet you want). You would then see a sub-tab that says either Get Intercept Code or Get Zone Code. This page provides three settings that can be changed before you start using your bookmarklet:

  • Intercept Version: You can choose to have your bookmarklet display either the published version of your intercept/zone or simply display the current version of the intercept/zone even if all changes were not published.
  • Protocol: We typically suggest that you leave this setting selected as Auto.
  • Sampling: You can either leave sampling off or have your bookmarklet sample based on visitors or page views. Sampling based on visitors will mean that the code will either always run or never run for a particular visitor. Sampling based on page views means that a person will only see the code run on certain pages.
In order to use a bookmarklet, you need to find the bookmarklet in dark grey at the bottom of the page and drag it to your bookmark bar. From there, you need to go to the specific page that you want to test the bookmarklet and then click on the bookmarklet to run your Site Intercept code.


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I made a change to my dashboard, but when I came back later the change wasn’t reflected. Why is this?

Some places in your dashboard, particularly in your Settings section, require hitting the Save button in the bottom of the page to save your changes. If, for instance, you make a change to your Scales section, you have to save the changes by going to the bottom of the page. You may also have to refresh your webpage to see the changes made in your dashboard. Note that making changes can also sometimes cause a bit of time to be reflected in your dashboard since it often requires your data to be reworked in some manner. Additionally, sometimes the dashboard will stay cached a certain way in your browser. If the above options don't work for you, clearing your browser’s cache and cookies or accessing the dashboard from another browser/computer should fix the issue.


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I sent out an evaluator invite, but some of the evaluators didn‘t receive it. Why is that?

If an evaluator is also listed as a subject, we will not send them an evaluator invite. Evaluator invites only go out to external evaluators/evaluators who are not listed as subjects. To send an invite to someone who is a subject, you will need to schedule a subject invite distribution instead.

Additionally, download the mailing history for your distribution to make sure that the email invite was actually sent to the individual and that the email did not bounce. You can download the mailing history by going to your Messages module, selecting Mail History on the left, locating your distribution, selecting the cog wheel in the Actions column on the right, and choosing Download Mailing History.


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How do I get my new responses to show up in Stats iQ?

When new responses are collected on your survey, a button will appear in Stats iQ with the text Import new responses. Click this button to import any new responses to Stats iQ and include them in your analysis.


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My account is linked properly and I can set up the integration, but my Response Mappings fail with an "Unable to login to Salesforce, invalid credentials" error.

The most common cause of this is that the account linking was performed by a user with whom the survey was shared, not by the survey owner. The account that owns the survey must be linked to the correct Salesforce environment in order for Response Mappings to work. For easiest maintenance and troubleshooting, the Qualtrics user that will be setting up and updating the Salesforce integration should own the survey. A Brand Administrator at your organization can transfer survey ownership between accounts, if needed.


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What is Partial Completion?

After participants start a survey, they have a certain amount of time allotted for them to complete the survey, regardless of the survey’s activation status or expiration dates. How much time the participant has is determined by the Partial Completion setting, found at the bottom of the Survey Options in the Survey tab. If the respondent has not completed the survey and the allotted amount of time passes, the survey will automatically close and record as a partial response. For more information regarding Partial Completion, visit the Partial Completion support page.


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I only see a couple columns of information displayed in the Data & Analysis tab. Can I choose different columns of data?

Yes, you can customize which columns of data you would like to see in the Data & Analysis tab by selecting Tools in the top-right corner, selecting Choose Columns, and then checking which questions, metadata, Embedded Data, and contact fields you would like to include. For more information regarding choosing columns, visit the Choosing Columns section of the Completed Responses support page.


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What is the difference between displaying On Load, On Focus, On Exit Intent, and Manually?

Within the Intercept Change options, you will find the Display Intercept dropdown menu. This menu allows you to decide when a creative will be shown once the display logic has been successfully validated. It is important to know how each of these options will affect the behavior of your intercepts.

  • On Load: The On Load option is the most basic display option. With this option selected, an intercept fires on a valid page as soon as the the page itself loads. This means that a website visitor could load a URL in a separate tab or browser instance and have a creative shown to them without seeing it themselves.
  • On Focus: The On Focus option allows us to more reliably ensure that a website visitor is active on a page before encountering an intercept. When a page loads that would display an intercept, the On Focus setting prevents the script from running until the visitor is active on the page. This is determined by mouse movement and clicking. This means that if the URL loads in a new tab, for example, the user will need to navigate to that tab and interact with the page first before the script runs. This is useful if your creatives are set to display on a timer.
  • On Exit Intent: This option aims to display a creative when the website visitor attempts to leave your site. When Site Intercept code is present on a page, we can detect the movement of a user’s mouse within the bounds of the browser. The Exit Intent feature detects the moment a cursor moves to the upper regions of a browser and triggers the intercept at this moment. Thus, when someone attempts to close a tab, you can intercept them.
  • Manually: This option is primarily used in Single Page Application setups. Selecting this will prevent anything from being displayed automatically. Instead, the Site Intercept API must be run by the site itself to make the script fire and a creative display. Commonly, this is used when you want an intercept to trigger when certain elements on a single page are changed, such as changing filter values or loading elements within the same URL.


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I want to set up my Parent-Child hierarchy to use unit names rather than assigning manager names to hierarchy units. How do I do this?

When setting up your participant upload file, you should include a few additional metadata fields. To upload a Parent-Child hierarchy, you should include the participant’s FirstName, LastName, and Email, as well as columns listing the EmployeeID and the employee ID (ManagerID) of the participant's manager. To add in additional unit names, you will need to add two columns to your file. The first column should list a UnitID, and the second column should list the UnitName you would like to display in your hierarchy. In most cases, the UnitID and UnitName will correspond to one or two managers. Using unit names and IDs, rather than just relying on manager names, can make mapping historical data easier when you have organizational changes or employee turnover.


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Why did subjects not receive an email that their report is ready when I‘ve turned on the option to send a Report Ready email?

Report Ready emails will only fire if the setting is enabled before the criteria is met. Ideally, this should be set before the assessment is activated.

If an individual did not receive the Report Ready email, you will have to manually send a Custom Message in the Messages module to the individual that tells them their report is ready.


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I don‘t see Stats iQ in my account. How do I access Stats iQ?

Stats iQ is currently a paid feature and will only be accessible in accounts where it has been enabled. If Stats iQ is enabled on your account, you can find it in the Analysis tab under the Data & Analysis module. If you would like to know if you have access to Stats iQ, you can contact your Brand Administrator. If you do not know who your Brand Administrator is, you can find that information within your account per the instructions you can find here.


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Can I create two related Salesforce records from a single survey response?

The Qualtrics Salesforce Integration does not provide the ability to insert two related records at once. Records must be related with the Record ID, which does not exist until the record is created. When creating two records at once, the Record IDs that Salesforce will create are not yet available to relate the new objects to each other. You can freely update existing records or insert new records that are related to existing ones.


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How can I delete a trial account so I am able to create an account under a branded license?

If you are having trouble creating a new account because you have an existing trial account using the same email address, reach out to our support team below and we can delete or change the username on the trial account in a few short minutes. We recommend selecting chat (if available) or phone for quickest action.


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How do I pass my Embedded Data from my survey to another survey or webpage?

You can find instructions for passing Embedded Data from one survey into another survey or webpage on our Passing Information via Query Strings support page.


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How do I export and see either the answer choice text or the recode values my respondent selected in the survey?

  1. If you export by selecting Download Data Table, by default the option to Use Choice Text will be selected and you can toggle to Use Numeric Values before you select Download.
  2. If you export by selecting Export Data with Legacy Format, click on More Options in the export menu and you will see that, by default, Use Numeric Values is selected and you can toggle to Use Choice Text, if desired.


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Why doesn‘t anything happen when I click the button on my creative? Can I use my own buttons?

Buttons must have an action associated with them, either a close Action (close the intercept) or a Target (triggers the survey to appear).

  • In the creative design screen, on the lefthand side, you will see an X for the close button. Click on this to add it to your creative window. Double click on it to edit it and press backspace to delete the X button. You will now have an empty box. Drag this empty box over your "close button." Clicking in this area will close the intercept.
  • The same applies to the Target (triggers the survey to appear). Click on the target on the left to add a box that says Click Here. Double click the box and remove the text. Now drag the box over your button that is supposed to open up the survey. Clicking in this area will open up the survey.


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I uploaded my participant list and generated a Parent-Child hierarchy. Why do I see some units labeled “Unknown Manager” and how do I fix this?

The “Unknown Manager” unit indicates that you had some manager IDs that our tool was not able to associate with an employee. When generating the hierarchy, Qualtrics checks the ManagerID listed for each participant and places the participant in the hierarchy unit that matches the listed ManagerID. Hierarchy units are then assigned to a manager based on the ManagerID listed. If the ManagerID listed does not match a listed EmployeeID, the tool is unable to associate that unit with a participant and labels the unit as an unknown manager. To fix this, you should look at the employees listed under each unknown manager. Check your hierarchy file to ensure that the correct manager ID is listed. Once you have corrected these errors in your file, re-import your hierarchy file in the participants section. To import the hierarchy file, navigate to the Participants section and use the Import option in the Participant Options menu. Your hierarchy will update with the new metadata, associating the participants listed under unknown managers with their correct manager.


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How do I keep the Subject Report template for future assessments?

If you copy the assessment, this will also copy the Subject Report and allow you to collect new data. It is recommended that you verify that the data sources are set up as desired for the new assessment.


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How are analysis cards ordered in my Workspace?

Analysis cards are automatically ordered to show the most statistically significant results. You can change the order in which the variables appear in the data set by navigating to the Analysis Settings menu.


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How can I get my surveys or account moved to another license?

Qualtrics Support has the ability to initiate a user move which will move an account from one license to another. In order to begin the process, support will need permission from the Brand Administrator of both your current and future licenses. If you have a trial account, we only need permission from the new Brand Administrator. Since user move turnaround can range from a few days to a few weeks, we recommend exporting your surveys/data and importing them into your new account as it is normally much faster (Exporting/Importing Surveys, Exporting/Importing Data).

If you don’t want or don’t have anything currently in your account (no surveys, no contact lists, and no library messages), you can instead contact Qualtrics Support to have them delete your account. This way you will be able to more make an account with your new license and get started more quickly.


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How can I use the information my panel company gives me in my Qualtrics survey?

Click here to learn how to set up Panel Company Integrations.


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Why is my exported data file not showing all of my columns of data?

You exported your data by selecting Download Data Table and had the option to Download all fields unchecked. You can select Download Data Table again, and this time, check the Download all fields option, or select Export Data with Legacy Format and it will automatically export your entire data set.

If you are missing information that is stored in a contact list, you will want to make sure that you added Embedded Data to your Survey Flow so that your survey knows to collect this information. This Embedded Data can be added retroactively if you forgot the first time. You can find instructions for this on the Embedded Data support page.


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How do I have a creative appear smaller on mobile devices?

This is where you would use different Action Sets under Edit Intercept. You will have different Action Sets for mobile devices and desktops. You will also have two different creatives for desktop and mobile devices.

  • First, add a new Action Set under Edit Intercept by clicking Add Another Action. In the Action Set logic, add the condition if device is mobile. Now in the first logic set, put the condition if device is not mobile. You will now have two different Action Sets - one for mobile and another for non-mobile.
  • Now, create a new creative for the mobile Action Set, making it mobile friendly. Then, under the Action Set in Edit Intercept, choose the new creative you just made for the action set with the logic if device is mobile.


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When I look in the Mail History section, it says some of my respondents didn't receive their email. How do I see a list of who didn't get the message?

To view the list of which participants received their emails, you can download the mailing history for the distribution.

  1. Locate the distribution on the Mail History section in your Messages tab and hover over the gear wheel under the Actions column.
  2. Click the dropdown menu and select the option to Download Mailing History.
  3. A spreadsheet will download directly to your computer with one row for each member of the distribution.
  4. Use the Status column to determine who received the email. If the status reads Bounced, the respondent did not receive the email message.
Email statuses in Employee Engagement are the same as they are for the Survey Platform. If you would like to learn more about what each status means, visit the Email Distribution Management page.


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I created new metadata fields, but they are not reflected in my reports. What's happening?

Select Update Responses with Current Field Values under the Actions menu for each participant. This is particularly important if metadata fields were added after data was collected.


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I am unable to load or access a section of my account.

You can check the current status of any section of our product for your region at https://www.qualtrics.com/status/. This is the best place to look for real-time updates on any issues that we are experiencing.


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How do I build, update, or report problems with Branded Themes?

Navigate here to access the Themes requests page. Fill out the appropriate survey for your inquiry/issue and one of our Theme Design team members will reach out to you shortly.


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How do I delete responses I do not want?

You can use the filter at the top-left to find the responses you would like to delete, then check the boxes on the left side of the responses you would like to remove. You would then click on With Selected at the top-left corner and choose Delete. You can also go to the Tools menu at the top-right corner and select Delete Data to remove certain types of responses, like Survey Previews or Survey Tests. For more information regarding deleting responses, visit the Deleting Responses section of the Completed Responses support page.


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I’m trying to send my participants dashboard invites, but when I try to schedule the message it says there are no participants available. Why is this?

The dashboard invite email will only go out to participants who are listed as Dashboard Users according to their permissions in the Participants tab. Once you make some of your participants dashboard users, you’ll be able to send the email.


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I am missing some items in my Highest/Lowest scoring table. Where are they?

Make sure to check Show Ties or Include Reverse Coded Items in the Table Options, if applicable, and make sure the scoring category has the correct item scored.


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I am the evaluator and I cannot access my login page. Where do I need to go?

Make sure to follow the link on your emailed invitation or log in at the 360 login page (https://whateveryoulike.qualtrics.com/360/) with the correct username and password provided. If you cannot login, try resetting your password by clicking Forgot Your Password.


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I need to retake my evaluation. How can I do that?

You can select Retake Evaluation in your Subject Portal, or contact your Brand Administrator for a retake link.


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