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FAQs Account Administration

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My survey audience has “white-listed” my organization, but not SoGoSurvey. How can I send emails using SoGoSurvey and get through the SPAM filters?
SoGoSurvey has a useful option called Email Relay Settings which can route your survey emails through your own mail server to your participants’ inboxes. This feature is available in Administrator’s account; click the drop down besides your name in the top right corner of the screen, and click Settings. Email Relay Settings is an option in the left pane.  We recommend that the Email Administrator at your organization set up an account specifically for the purpose of relaying these emails, and that person should be able to provide you with the information requested in the Email Relay section. If you have additional questions, please feel free to contact Support.

 

Why can’t I find an old survey in my account?

If you are using a sub-account, the Account Administrator at your organization has the ability to set permissions as to what surveys your sub-account can access. If your Administrator has changed or removed some of your survey permissions, then you may not be able to see the old surveys in your account. Please check with your Account Administrator if you need access to old surveys that you believe should still be in your account. Alternatively, your account may have been reorganized since you last used the system. Please check each of the folders on the left in the Design tab to see if your survey has been placed in a different folder.

 

Why is the system telling me that I have exceeded my survey limit?

If your subscription does not limit you to a specified number of surveys, then you can create an unlimited number of surveys in your account. However, there may be a limit currently set within your specific account that the Account Administrator must increase. This change can be made by following these steps:

  1. On the Home Tab, click the drop down besides your name in the top right corner of the screen, and click Settings.
  2. Select New Requests from the left panel and click Request More link besides Surveys.
  3. Enter the number of additional surveys you would like.
  4. Click Submit.

If your account does not include unlimited surveys and you would like to purchase additional surveys, please contact Support for details.

 

What is the difference between an anonymous and a confidential survey?

An anonymous survey is one in which all of your participants’ identifying information is stripped from their response. As the Survey Creator, you will not be able to see who has or has not responded to your survey, and you will not be able to tell which response belongs to which participant. A confidential survey is one in which the Survey Creator knows who responded and how each participant responded, but the survey creator agrees to only report their data in aggregate form.