Troubleshooting Surveys

• Check your response allowance: Surveys stop showing when you've reached your monthly response limit. Look for banners on your Surveys page indicating 50% or 100% usage.
• Correct site: Make sure the survey was created under the correct site in your account.
• Contentsquare tag installed: Verify the tag is installed on the target page.
• Survey status: Confirm the survey is marked as Active.
• Cookie behavior: If you've interacted with the survey before, it may not reappear due to stored cookies. Use a private/incognito browser session to test this.
• Enhanced browser security: Private modes or certain browser settings may block the survey widget from loading.
• Cookies enabled: Ensure browser cookies are not disabled.
• Content Security Policy: Check if your Content Security Policy is blocking the survey script.
• Other surveys with higher priority: Only one survey appears at a time. Higher-priority surveys may be taking precedence.

Your site’s CSS may be overriding the default survey styling. A possible fix for this would be to have your developer add a :not() pseudo-class to exclude elements with classes that start with _hj. For example: button:not([class^="_hj"])

Go to the survey's results page and switch the Status toggle to Inactive.

You can update the color from the Appearance section. On the Pro plan, you can customize your survey's CSS.

Surveys are queued based on type and priority, with only one appearing at a time. When a response is received or a user closes the higher priority survey on the page, the next survey in the queue will appear on the next visit to that page. Responding to or closing a survey does not trigger the immediate display of the next one; it will only show upon revisiting the page.

Surveys are prioritized in the following ways:

• Popover or Full-screen surveys will appear before Button surveys or Bubble surveys. The most recent survey will appear first.
• Button surveys and Bubble surveys have the same priority. This means they can show at the same time regardless of the creation date.
• Embedded surveys will appear alongside all other survey types.

• Popup surveys: Bottom left or right of the page (configurable in the Appearance section when editing a survey).
• Full screen and Link surveys: Placement cannot be changed.
• Embedded surveys: Can be placed inline within page content.

The language selected within a survey's setup will only affect the text of the survey that is not customizable. This includes the rating labels, input placeholder text, and Send or Skip buttons.

Any customizable text needs to be manually written in your desired language.

Yes, switching from a Link to a Popover or Full Screen survey can reset visibility due to different cookie tracking, meaning the survey could be answered more than once by a user.

For example: if a user responds directly to a Link survey and an invite is later added to the page, the user would be able to see and accept the invite that appears on your website, but they wouldn’t be able to answer the survey twice. Instead they’d see a message thanking them for already submitting the survey.

Similarly, if a user declines an invite to a Link survey and the survey type is later changed from Link to Popover or Full Screen, they would be able to see and respond to the Popover or Full screen survey. The reason is that Link surveys use different cookies than the on-site surveys (Popover or Full Screen), to determine who has interacted with them in the past.

You can add a link in the pre-survey message area underneath the title.