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Getting Help & Contacting Support

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About Getting Help & Contacting Support

This page contains information about how to get in contact with key Qualtrics employees and users, including contacting support for technical assistance.

Contacting Your Brand Administrator

Brand administrators are Qualtrics users who are in charge of moderating their license. Administrators can change the features users have access to, create and delete accounts, manage brand content, and more.

When To Contact Your Brand Administrator

Below is a list of the most common scenarios in which you’d need to contact your brand administrator. If your brand administrator needs help accomplishing these tasks, they can visit the linked pages for more instructions.

  • You would like access to a feature that your license has not purchased.
  • You need permission to access a feature your license has purchased.
  • You need action or survey ownership transferred between yourself and another user on your license.
  • You need your account moved to a new license.
  • You need to change the email or username associated with your account.
  • You would like an update to a branded theme.
  • You would like your account deleted.
  • Your account has expired and you need it reactivated.
  • You need a deleted survey restored or permanently deleted.

Finding Your Brand Administrator’s Contact Info

 

  1. Click the Account Settings icon in the upper right-hand corner of your Qualtrics account.Navigating to the brand administrator contact information in the Account Usage section of the Account Settings
  2. Choose Account Settings.
  3. Click Account Usage.
  4. View your administrator’s contact info.
    Qtip: Depending on your browser size, your admin’s contact information may appear to the right of the account usage graph instead of underneath it.
    View of the brand administrator information with a different browser size
Qtip: If you do not see brand admin contact information in your account, then your administrator may be Qualtrics Support. In these cases, reach out to our support team for more information.

Alternatively, login to your Support Portal and locate your brand administrator contact information in the left sidebar.

Contacting Your Account Executive & Customer Success Representative

Your Account Executive and Customer Success Representative are your account team at Qualtrics. They ensure that your Qualtrics license contains all of your desired features. Any discussion of sales should go to your account team.

When to Contact Your Account Executive / Customer Success Representative

Only brand administrators should contact Account Executives/Customer Success Representatives. Below is a list of the most common scenarios for contacting your account team:

  • You would like to purchase a feature for your license.
  • You need information about Qualtrics security standards.
  • You are interested in testing a feature that is in preview.
  • You would like to increase your response or email limit.
  • You would like to escalate a technical issue after reporting the issue to support.

Finding Your Account Executive’s / Customer Success Representative’s Contact Info

If you are the person who initiated your Qualtrics license, you likely already have your Account Executive’s and Customer Success Representative’s contact information. However, if you do not have this information, you can find it to the left when you login to the Support Portal.

Qtip: This contact information is only available for brand administrators. If you are a standard user, contact your brand administrator instead.

Contacting Support

To ensure your account’s utmost security, we require that you login to your Support Portal with your Qualtrics account to submit a support request. The Contact Support link in the upper-right hand corner of the Support Site takes you to your Support Portal (pictured below). You can also access your Support Portal from the in-product Help tab or by going straight to qualtrics.com/support-center.

Contact Support button on the Qualtrics Support Site

To access your Support Portal, you will need to log in to your Qualtrics account.

Contacting Support for FedRAMP Users

If you are a FedRAMP user, click I’m a FedRAMP user at the bottom of the Support Portal to access the FedRAMP Support Portal. Alternatively, click Contact Support from your in-product Help tab. Then, log in with your Qualtrics account.
the I'm a fedramp user button at the bottom of the support portal

 

Logging Into Your Support Portal

Once you navigate to the Support Portal, you will be met with a Qualtrics login screen for you to log in to your account.

Login screen, looks like standard Qualtrics one

  1. To log into your Support Portal, use the same login information you use for your Qualtrics account. This is a required security step that ensures your account’s privacy and security by verifying your identity.
  2. Does your organization have SSO? Click the Sign in with SSO link instead. You will then be asked for your organization ID, and then proceed to log in as normal. For more guidance on finding your organization or brand ID, see Logging into Your Support Portal with SSO.
  3. If you do not have an account yet or you are having login issues, click Can’t login or don’t have an account? You will proceed to the next question in your Support Portal.

After logging in, choose what your support request is about.

Attention: If you do not log into your Support Portal, Qualtrics Support will only be able to help you with login issues or account creation issues. This is because logging into your Support Portal is important to confirming your identity and your right to work with a support representative on your account. If you are able to log in, you must, because this is in the best interest of your account security and privacy.

Support Topics

Once you login to the Support Portal, you will need to select the topic of your support request. These options are meant to direct you to the best specialist for your problem. For example, an Account Executive can’t help you build a project, but Qualtrics Support can. In contrast, Qualtrics Support can’t help if you want to buy a new feature, but an Account Executive can.

Lefthand menu has community, support site, and brand admin email (a simple john doe email as an example); the center has a list of tiles varying in support topic

The topics you see may differ from the screenshot above, depending on whether you are a standard user, a Brand Administrator, or a free account user. For example, a Brand Administrator will see the option to submit a theme request, which the average user can’t do.

If none of the suggested topics apply to you, select I have a different support request on the bottom-right of the available options.

Product Areas Guide

After answering the Support Topic question, to get in contact with support, select the part of that product you are working in. If you’re not sure what area you’re working with, that’s okay! The links below will take you to introductory pages for each option.

Attention: When you submit a ticket to support, it is extremely important to choose the correct product area to ensure that you get directed to correct support representative! Make sure you know what you’re working with before you call, email, or chat in.
  • Survey Platform: Also known as CoreXM. This is the standard survey building software. Most of the time you’ll be working in this area.
  • Stats iQ & Crosstabs: The statistical analysis software found by clicking Stats iQ in Data & Analysis or in a dashboard. You can also get help for Conjoint, MaxDiff, and Crosstabs
  • SSO Settings / Setup: Assistance with Single Sign-On (i.e. you log in to Qualtrics via your organization login portal).
  • CX & BX Dashboards: Dashboards for visualizing and sharing CX data. Formerly known as Vocalize. Also includes questions about BX dashboards.
  • XM Directory: A directory of contacts for your license. Formerly known as Target Audience.
  • Website / App Feedback: Collect feedback on your website or mobile app. Formerly known as Site Intercept.
  • 360: Solicit peer evaluations from employees and report on performance.
  • Employee Engagement: Collect EX data and visualize it in a dashboard. You can also get help with Employee Lifecycle and Ad Hoc Employee Research projects here.
  • Integrations / API: Get help with using the Qualtrics API, or using software extensions, such as the Salesforce Extension.
  • COVID-19 XM Solutions: Get help with your COVID-19 Solutions build for any of our guided projects.
  • Accessibility: Get help with configuring your surveys to comply with WCAG guidelines, including making your surveys compatible with accessibility tools such as screen readers.

After selecting your product area, you’ll need to choose how you want to receive support.

Choosing a Support Method

After specifying your product area and if your issue requires some deeper diving, you can contact our support team for help. Qualtrics has a world class support team with graduates of the top colleges and universities from all over the globe. Our product experts are ready to provide creative and efficient solutions for just about any issue you might be facing.

Leftmost tile chat, speech bubble icons; middle tile email, letter icon; rightmost tile phone, cellphone icon

  1. Chat:
    • This line of support is open on weekdays (Monday through Friday), 6AM-4:30PM MDT.
    • This line of support is only available to those who can log into their Support Portal.
      Qtip: Chat is only available for the Survey Platform (CoreXM). If you need help with a different product, call or email in!
      Qtip: Chat is only available in English. If you need help in a different language, call or email in!
  2. Email:
    • This line of support is open 24/7 to all products.
    • This link will take you to a form where you can specify your account information.
    • Since you successfully logged into your Support Portal, your account username will be passed through for a secure and private support experience.
    • Next, we’ll ask for a detailed description of your issue. Please be as specific as possible!
  3. Phone:
    • This line of support is open 24/7 to all products.
    • Place yourself in our phone queue by providing your phone number, language you would like support in, and email address for your call request confirmation. Instead of waiting on the line for support, our support team will call you when you’re next.
    • Since you successfully logged into your Support Portal, your account username will be passed through for a secure and private support experience.
Qtip: You should never have to give out your password to let support troubleshoot in your account – simply login to your Support Portal and, when explaining your request, give login permission. The support representative will take care of the rest.

How to Use Phone Support

In our new phone support system, instead of you finding the right phone number and calling us, we’re calling you! Here’s how you can trigger a call:

  1. Select the Phone support method.Phone contact option is on the far right
  2. Provide the phone number you would like us to call you at. Make sure to select your country by using the dropdown menu, which will automatically add the associated country code to your phone number. If you have an extension, make sure to include it in the extension box.
    submitting a phone ticket. enter the phone number, email address, language, and if you choose to have your call recorded before seeing an estimate of your wait time
  3. Provide the email address where you would like to receive confirmation of your call request.
    Qtip: By default, this will pre-populate with the email address associated with the account you used to authenticate.
  4. Specify the language in which you would like to receive support.
  5. Choose if you consent to your phone call being recorded for quality and training purposes.
  6. The estimated wait time you see will change based on the language you’re requesting support in and also the area of the Qualtrics product you said you are using.
  7. Select Submit Phone Request to place your call in the queue.
    Warning: Sometimes we may have limited coverage for non-English support languages, which can result in higher than normal wait times. In those cases, a popover will appear that asks you if you would like to receive support in English (which will be faster) or wait for a callback in your chosen language. It’s up to you how you would like to proceed.Two options will be presented to you if there is limited coverage
  8. A confirmation will display on your screen when your call is placed successfully.the confirmation message after submitting a phone call
  9. Optionally, check your email for a confirmation of your placed call.the confirmation email after submitting a phone ticket
    Qtip: If you have additional details or context to add to your request, you can reply to your confirmation email.
  10. Keep your phone close to you and be ready to answer it when it rings. Depending on the estimated wait time that was displayed, you may not receive a call immediately.
  11. When you pick up our call, go ahead and dive right in to your question! Our specialists will already have your necessary account information in order to help you.

Viewing Your Support History

After logging in to your Support Portal, you can view your past support ticket history. Click Support History and select which history you’d like to view. Your options include:

Support history dropdown menu in the upper right corner

  • Escalation History: View all of your escalations our support team has filed with our engineering team on your behalf.
  • Ticket History: View all of your tickets filed with our support team.
Qtip: The Support Portal is localized into different languages; however, the descriptions for tickets in your support and escalation history will be only available in the language they were originally submitted in.

To follow up on a ticket or escalation displayed in these tables, we recommend the following:

  1. For existing tickets / escalations where you still have the email thread in your email inbox, simply reply to the email to ask for an update. If you’re not sure if you still have the email thread in your inbox, copy the relevant Ticket or Escalation ID displayed in the table and search your email inbox for the ID.
    the ticket ID column in ticket history
  2. For tickets / escalations where you’ve lost the original email thread, copy the relevant Ticket or Escalation ID and then select Contact Support in the top navigation to get in contact with our support team. In your message, be sure to include the ID that you copied.
Qtip: Only escalations or tickets filed on or after July 15, 2019 will be viewable within your Support Portal.

Escalation History

Qtip: Remember, click Support History and then Escalation History to view your past escalations.

This section of your Support Portal provides visibility into the escalations our support team has filed with our engineering team on your behalf. The table will contain any escalation that has a status of anything other than Resolved, as well as any Resolved escalations from the past 6 months. The following information is available to you within the table:

Table with incidents and timeline expanded above table

  1. Submitted: This is the date that our support team originally filed the escalation.
  2. Status: Once an escalation is filed, it will achieve various statuses before it reaches its final state. Below are definitions for each status.
    • Submitted: Your escalation has been submitted and is awaiting review.
    • In Review: Your escalation is currently being reviewed.
    • Underway: Your escalation is being worked on by engineering.
    • Resolved: Your escalation has been resolved.
  3. Escalation ID: This is a unique ID that our support team uses to track your escalation.
  4. Description: This is a brief description of the escalation that our support team writes when first filing the escalation.

Upon selecting an escalation within the table, a timeline will expand at the top of the page. As you select various escalations, the timeline will update with information specific to each one. This provides a visual representation of the status of your selected escalation, as well as an estimated timeline to resolution that our algorithms calculate based off of historical information from similar escalations. Timelines can vary for each escalation.

Qtip: After selecting an escalation within the table and its timeline expands, select the escalation in the table again to hide the timeline.

Additionally, selecting Application Status under the table’s title will take you to a page that allows you to view the current status for our various products and services.

Application status hyperlink under the table title

Ticket History

Qtip: Remember, click Support History and then Ticket History to view your past escalations / tickets.

This section of your Support Portal provides visibility into the tickets you have filed with our support team. The table will contain all of your open tickets, as well as any Closed tickets from the past 6 months. The following information is available to you:

Tables of support tickets

  1. Submitted: This is the date that you originally submitted the ticket to our support team.
  2. Status: If Open is displayed, this means that your ticket is in the process of being addressed by our support team. If Closed is displayed, this means that your ticket has been addressed and closed by our support team.
  3. Ticket ID: This is a unique ID that our support team uses to track your ticket submission.
  4. Description: If you originally submitted the ticket via email, this will be the subject line that you initially provided. If the ticket was a chat or phone interaction, it will simply specify Chat or Phone.

Application Status Page Definitions

The Application Status page allows you to view the current status for our various products and services. The applications are defined as follows:

  • Logins: Attempts to login to the platform, including any Qualtrics mobile applications.
  • Survey Editing: Any functionality housed within the “Survey” tab of the Survey Platform. This does not include EX surveys.
  • Survey Taking: Survey taking of any type (CoreXM, any EX project type, Product Experience, Website / App Feedback survey sessions, etc).
  • Data Ingestion: Recording new responses, closing or deleting responses in progress, re-indexing responses, ingesting responses into Text iQ, etc.
  • Contact Imports: Importing contacts into the the Survey Platform’s “Contacts” page (e.g. API, Automations, user interface). This does not include EX Participant imports or XM Directory imports.
  • Email Distributions: Distributing survey invitations through any email method, any password reset emails, any automated dashboard or reporting emails.
  • Reporting: All functionality pertaining to Results-Reports and Advanced-Reports within the Survey Platform.
  • Actions: Includes all functionality in the “Actions” tab of the product.
  • Ticketing: Includes all ticketing follow up capabilities.
  • API (v3): All v3 API calls.
  • CX Dashboards: All functionality housed within CX dashboards (data mapping, widgets, key drivers, etc.).
  • Employee 360: All functionality related to an Employee 360 project.
  • EX Dashboards: All functionality housed within EX dashboards (scales, comparisons, widgets, etc.).
  • EX Project Management: All other aspects of EX projects that does not include dashboards (e.x. participants, hierarchies, survey design, etc.). This does not include Employee 360, however.
  • Website / App Feedback Data Collection: Deployment of and interactions with intercepts on a website or app.
  • Website / App Feedback Management: Creation, design, and management of Website / App Feedback projects. This does not include interactions with a live intercept – see Website / App Feedback Data Collection instead.
  • XM Directory: All functionality pertaining to the CX contacts management add-on.
  • Stats iQ: Includes all functionality in the “Stats iQ” tab of the product.
  • Text iQ: Includes all functionality in the “Text” tab of the product.

FAQs