SurveyMonkey Customer Service Issues

I am trying to access our SM account located in South Korea, but have been unsuccessful so far. The username is , and the last known password is . One of the previous passwords used was , and we have also used former passwords. We have not been able to use the platform for several months due to government guidelines, but we are now cleared to conduct a theater-wide survey.

Our small ski club is looking to conduct a one-time membership survey post-COVID to plan our next steps. The survey consists of 9 questions. I recently signed up for a free account on the platform. Our last survey was back in [redacted]. Upon signing up, it mentioned that with the free Basic plan, we can create unlimited surveys with up to 10 questions each. However, it was not clear that we could only view results for up to 10 completed surveys. We are a group of 54 members, and this is not an annual practice for us. If we can't find a reasonable solution for this issue, we might have to cancel the account. While it's a free account, many of our members are business owners, and I would hesitate to recommend this service to them under these circumstances.

Hello, I opened a free account back in [redacted]. On the same day, I created my first survey and received over 80 responses over time until I chose not to upgrade. These responses held valuable information for the future. After a long time without logging in, I recently discovered that about half of the 80+ responses had vanished! This was quite upsetting as the responses began coming in right after the survey was created in August [redacted]. The first visible response is from November [redacted]. I strongly believe I have every right to access this missing data. Can the support team at Survey Monkey help recover these disappeared responses? I urgently need them as they are crucial for me.

I am having trouble accessing my SurveyMonkey account. I am entering my registered password but it keeps showing as incorrect. When I request a password reset, I am told a code will be sent to my email address: [redacted] However, I never receive the email. SurveyMonkey support mentions that if the email doesn't arrive, it might be due to email security settings blocking it. I have asked our IT team to whitelist the domains and IP addresses, but the issue persists. I submitted a support request through the online form on July 15th (ticket number [redacted]1) but haven't received a response. I also tried calling the Irish and US customer service lines without success.

I would like this program to have the following features: Ensure that recruitment emails include a SurveyMonkey link for eligible participants to click on, leading them to the informed consent form. After agreeing, they should be directed to the survey. The demographic survey should precede the MLQ questions within a single survey. Participants must take the survey only once with no option to skip questions. SurveyMonkey must maintain participant confidentiality and data security using encryption protocols (SurveyMonkey, [redacted]). Data should be securely stored at Momentive-owned data centers with AES [redacted]-based encryption for data at rest and RSA with [redacted]-bit key length certificates for data in transit (SurveyMonkey, [redacted]).

I noticed an unauthorized charge of $[redacted].00 on my credit card account. I demand an immediate refund of my money. This is unacceptable! Two years ago, we had a short-term membership with your organization, and you continued to charge us even after it ended. It was a hassle to get a refund back then. This time, I expect a full refund of all the funds taken from my account along with an apology. The details are regarding U3A Mirboo North & District Inc. Contact me via email at [redacted] I will be taking this issue up with my bank to ensure that you cannot debit any more money from me in the future. Cheryl M. President.

Hello, I represent a non-profit organization that offers clinical counseling services to youth. We are interested in registering for a non-free account as we have over 10 questions to ask, but we only require it for one month. I have noticed the monthly individual account fee is $39.99. Could you confirm if we can cancel the account after one month without incurring any penalties or cancellation fees? Additionally, is there a student discount available that I, as a graduate student, could apply for? Thank you, A.

Dear Sirs, I noticed a charge of £[redacted] on my credit card from Survey Monkey Core in Dublin on 18th November. This charge was unexpected as I had only signed up for a one-year subscription in [redacted]. I would like to request the cancellation of my subscription and a refund of the £[redacted]. I do not plan to utilize the product in the near future. Thank you in advance for your help, and I am anticipating your prompt response. Sincerely, Chris Kelleher

I am a student creating a survey to gather feedback from human resource leaders of SMEs. I've prepared the questions separately and will input them into the survey platform. The questions cover various aspects of employee feedback. I have inquiries about the survey platform such as costs for targeted responses and format options suitable for my needs. Additionally, I'm curious about the pricing for a survey containing 22 questions. Thank you for any guidance on these matters.

I have a professional subscription that was billed for $[redacted].00 on April 4th, [redacted]. Our username is "oittraining" and we are seeking help with logging in and resetting our password for the account. Our office name is the Office of Training, Investigations and Safety located at [redacted] High Street SE Suite [redacted], Salem, OR [redacted]. Past users include Chris Hughes. You can reach me directly at [redacted]. Thank you, Mary Albertson Administrative Specialist ODHS | OHA SHARED SERVICES Office of Training, Investigations, and Safety (OTIS) [redacted] High St SE, Suite [redacted] Salem, OR 97[redacted] Desk: [redacted] | Email: [redacted] Integrity...Stewardship...Responsibility...Respect...Professionalism. *CONFIDENTIALITY NOTICE* This e-mail may contain privileged, confidential, or exempt information. If received in error, please notify me immediately, keep contents confidential, and delete the message and any attachments.

I am eager to review the results of a recent small survey I conducted for our office's social committee volunteers. Rather than using Google Forms, I opted for the free version of SurveyMonkey assuming I might need advanced features that required payment. However, SurveyMonkey only allowed me to view 10 out of the 26 responses without any warning during setup. I simply need to read the responses and do not require in-depth analysis or other complex tools. Disappointed by this limitation, I now realize SurveyMonkey's pricing model lacks flexibility, as I would have to spend $[redacted] to access the remaining 16 responses. This experience has made me reconsider using SurveyMonkey in the future.

Good afternoon, I am Matthew McNair contacting you about our 3 FEMA accounts. I was advised to contact you as I am responsible for payments in our Branch Division. I have attached a copy of our accounts for you to identify which ones are active and have recent activity. We aim to avoid paying for unnecessary accounts/invoices. Additionally, I have included an email that was sent prior to my taking over payment responsibilities: Subject: Account/Invoice # Dear Customer, Please note that the renewal date for your Team Premier plan is approaching. To retain access to data and paid features, kindly submit payment by Feb 6, [redacted]. Invoice details when logged out: Amount due: $2,[redacted] Due date: Feb 6, [redacted] Invoice number: [redacted]4 Username: OEHPXO If you have any questions or need further assistance, you can reach me at [redacted]

When I recently upgraded my Survey Monkey account, I was surprised to see a charge of $[redacted] on my account instead of the expected monthly payments. I am requesting a refund of the $[redacted] and to have the charges spread out over 12 months. I have encountered issues trying to contact Survey Monkey through their listed phone number and email. Unfortunately, I couldn't email my request due to the restriction of using only a personal email address, which the site didn't accept. The invoice number on my receipt is #[redacted]3. I am Janet Ellis-Nelson, reachable at [redacted] I look forward to your prompt response. My contact number is 1-[redacted].

I encountered an issue while trying to send out a basic survey on Survey Monkey without being prompted to upgrade to Premium. After creating the survey, when I attempt to collect responses and share the survey link, I keep getting a pop-up suggesting to Upgrade to Advantage Annual. Despite trying to return to my survey to remove Premium features and send for free, I am still redirected to the Upgrade prompt. This loop is preventing me from sending out the survey as intended. I would appreciate any guidance on how to bypass this Upgrade requirement and successfully share the basic survey without signing up for Premium. Thank you for your assistance.

Hello, We recently enrolled in the Advantage plan on Survey Monkey for our company, Furniture Leisure, which has 4 sister companies. We aim to utilize the platform to distribute identical surveys, each from a distinct "sent" email address corresponding to each company. For instance, we wish to send a Customer Satisfaction survey from Furniture Leisure, featuring its logo, and direct responses to the Furniture Leisure email. Similarly, for our other company, PFS, we would replicate the survey but send it through the PFS email to its customers. My inquiry is whether this setup is feasible on Survey Monkey, and if so, how can I configure the survey to be dispatched from each individual site? Thank you!

Last year in May [redacted], I called to cancel my Survey Monkey account, but I was still charged for the period May [redacted] to May [redacted], despite requesting to turn off auto-renewal. Today, I received an email notifying me that I've been charged $[redacted].00 for the upcoming period May [redacted] to May [redacted]. I am insisting on an immediate refund to be processed to my email account [redacted] I also request the removal of all my contact and credit card information after the refund mentioned above is issued. I intend to reach out to customer support during business hours on Monday to confirm that this refund process has been initiated. If not resolved, I will review all communications from last year to escalate this matter efficiently. Susan F Eldridge

I have organized the screening questions and trap questions on a single page and added page breaks, but I'm unsure how to address the pop-up prompt advising me to "Add Page After Disqualification." It states that my survey's screening question with disqualification logic is on the same page as other questions, potentially causing disqualified individuals to still answer. It recommends inserting a page break after the screening question or the last screening question if there are multiple. How can I effectively implement this suggestion?

I canceled my service over a year ago, but I was mistakenly charged for another year due to not canceling in time for that billing cycle. Yesterday, July 5, [redacted], at 8:01 pm, I received an email notifying me of an upcoming renewal. When I attempted to cancel, I couldn't find any option on the website other than updating my credit card details. My bank flagged the charge, considering it potentially fraudulent, given my previous cancellation. I am eager to have this account canceled.

I'm encountering issues logging into SurveyMonkey with the email address [redacted] After clicking "Forgot password," I'm not receiving the support email, which isn't in my SPAM folder either. Our email accounts are on Google Mail. I've also attempted to use the legacy, username-method, which hasn't worked. The username on the account was "fotofocuscincinnati." It seems we're completely locked out of our account and would appreciate any assistance.

Today, I received my auto-renewal notice showing a significant price increase. When attempting to log in, I encountered challenges due to what I hope were new security measures. Unfortunately, the verification code needed to reset my password never arrived in my email. After multiple attempts, concerns emerged about potential fraudulent activity. This situation has shifted my interest from exploring cheaper subscription options to feeling completely frustrated by the lack of customer support. At this point, I am strongly inclined to cancel my account. How can I resolve this matter to either reset my password or proceed with canceling my account?