Survey Troubleshooting

If a survey will not load or will not submit, the steps below fix most cases in about a minute. Usually it is the phone or the network rather than the survey itself, and these checks tell the two apart.

If you work at the location, there is a section for you further down.

Try these first

1. Reload the page. A single failed request will not usually repeat itself.
2. Check the date and time on the phone. A clock that is even a few minutes out makes the security check fail. Setting date and time to automatic fixes it.
3. Switch to mobile data instead of the WiFi you are on.
4. Try another phone, if there is one to hand.

If it works on mobile data or on another phone, the survey is fine and something about that device or that network is the problem.

What the message on screen means

Find the message you are seeing.

Message on screen	What it means	What to do
We could not confirm that you are a real person	The security check could not tell that a person was using the phone. A VPN, a shared or public connection, or an out of date browser usually causes it.	Turn off any VPN, switch to mobile data, update the browser.
We could not load the security check	The check never loaded, so it could not run at all. Something on the phone or the network blocked it.	Reload. If it keeps happening, switch network and turn off any ad blocker.
Your device's date and time appear to be incorrect	The phone's clock is wrong.	Set date and time to automatic, then reload.
Your browser does not support the security check	The browser is too old to run the check.	Update the browser, or use an up to date Chrome or Safari.
The security check for this survey is not set up correctly	This one is ours, and nobody can submit until we fix it.	Let the staff know so they can report it. Nothing on the phone will help.
This survey link is no longer valid, or has expired	The QR code or link is an old one.	Ask the staff for the current QR code.
You have already submitted feedback for this order	Working as intended. One submission per order, per survey.	Nothing. A different order can still be reviewed.
Too many attempts from this connection	Several people on the same connection have submitted in quick succession.	Wait a minute and try again, or switch to mobile data.
This location is no longer available	The QR code points at a location that has been removed.	Ask the staff for the current QR code.
Unable to reach the server	The connection dropped part way through submitting.	Reload and submit again.

tip

Every error screen shows an error code and a device ID at the bottom. A photo of that screen is the single most useful thing anyone can send us.

If you work at the location

When a customer reports one of these, work through the list above with them first. If it fails on mobile data and on a second phone, check these next.

• Guest WiFi sign in pages. If your WiFi shows a login or terms page before it lets traffic through, the survey will not load until the customer has accepted it. Mobile data avoids this entirely.
• Network filtering. Some routers and ISP packages block the domain our security check runs on, challenges.cloudflare.com. If the survey works on mobile data but never on your WiFi, that is almost always the cause, and your network provider needs to allow that domain.
• Tablet kiosks. Check the tablet's clock is set to automatic, that it is on a network with working internet, and that its browser has been updated this year. Kiosks are the most common source of clock problems, because they sit on a shelf for months without an update.
• The QR codes on the tables. Confirm the printed code is the current one. Anyone regenerating a survey's secret in the dashboard invalidates every code already printed, texted, or embedded in a POS flow, all at once.
• Very old phones. Android phones more than a few years old may not be able to run the security check at all. Nothing at the location can change that.

When several customers are affected at once

Two or three customers at the same branch within a few minutes is a different problem from one customer with a broken phone. Note the branch and the time and report it rather than working through the device checks. That pattern points at your network or at us.

Reporting it to us

Send whichever of these you have:

• A photo or screenshot of the error screen, which carries the error code and device ID.
• The branch and roughly what time it happened.
• The phone and browser, if you know them.
• Whether it also failed on mobile data, and whether it failed on a second phone.

The last two are what tell us whether to look at your network or at our survey.