The online support team can be contacted by telephone and/or email during normal working hours. Contact details can be found by clicking on the “Contact” link at the bottom left of every Help page.
The online surveys support team is not always the appropriate first point of contact. Listed below are some common queries where the online surveys team may not be able to help you in the first instance, and the suggested first point of contact for each.
If the Primary Contact is listed as the suggested first point of contact and you do not know who that is, the online surveys Support team can provide you with your Primary Contact’s details on request.
| Query | First point of contact |
|---|---|
| I have forgotten my password. | Click here to reset it. |
| What email address is registered to my user account? | The person who set up your user account in online surveys, or your Primary Contact. |
| I need access to another user’s survey. | The other user, or your Primary Contact if the other user is not contactable. |
| I need confirmation that I have completed a survey. | The contact person for the survey. Every online surveys survey has a “Survey contact details” link at the bottom of each page. Click on this link to find the details for the survey contact. |
| I wish to withdraw my response from a survey. | The contact person for the survey. Every online surveys survey has a “Survey contact details” link at the bottom of each page. Click on this link to find the details for the survey contact. |
| I have a complaint about a survey. | The contact person for the survey. Every online surveys survey has a “Survey contact details” link at the bottom of each page. Click on this link to find the details for the survey contact.
Alternatively, contact the Primary Contact of the online surveys account that the survey was run from. |
| My new user activation link has expired. | Have you already activated your account? If so, you should log in here. If not, contact the person who set up your user account in online surveys to request a new invitation. |
| I am not an Admin user but I think I should be. | The person who set up your user account in online surveys, or your Primary Contact. |
| I would like details about my institution’s account (e.g. licence cost, renewal date, number of users, etc). | If you are an Admin user, you can see this information when you are logged in to online surveys. If you are not an Admin user, please request this information from your Primary Contact. |