When a client says they did not receive a questionnaire or cannot answer it, the cause is in one of three places: the questionnaire, the client's status or your account. Start by checking that the questionnaire was sent.
Check whether the client has the questionnaire
To see what the client still has to answer:
- In the sidebar, select Clients.
- In the list, select the client to open their profile.
- Select the Questionnaires tab.
- Find the questionnaire in the list. A row with To answer or Overdue was sent and the client has not answered it yet.
If the questionnaire is not in the list, it was not sent to this client. If it is, the profile shows it as unanswered even when the client can no longer see it: check the questionnaire's status and the client's. The list of every client you sent a questionnaire to is in its editor, in the Delivery tab, under Sent to (in an automatic questionnaire, first under Clients).
The questionnaire is not active
The client only sees a questionnaire that is Active in the Status column of the Questionnaires list. In the other statuses, what you sent is kept, but it leaves To answer in the client's app and the questionnaire stops accepting answers.
| Status | Cause | What to do |
|---|---|---|
| Draft | The questionnaire went back to draft with Move to draft. A questionnaire that was never published is also a draft and cannot be sent. | Open the questionnaire and select Publish. The questionnaires the client had not answered appear to them again. If you had never published it, send it after you publish it. |
| Closed | You closed the questionnaire. | On the questionnaire's row, open the ⋮ menu (or right-click the row) and select Reopen questionnaire. Unanswered questionnaires and active rules resume. |
| Expired | The questionnaire's expiry date has passed. | On the questionnaire's row, open the ⋮ (or right-click it) and select Reopen questionnaire: the end date or the limit that has passed is removed, and the questionnaire accepts responses again. You can also create a new questionnaire and send it. |
| Full | The questionnaire reached its response limit. The limit counts the responses of every client and those from the link. | On the questionnaire's row, open the ⋮ (or right-click it) and select Reopen questionnaire: the end date or the limit that has passed is removed, and the questionnaire accepts responses again. You can also create a new questionnaire and send it. |
Sending an Expired or Full questionnaire sends nothing and shows “This questionnaire has expired.” or “This questionnaire already has the maximum number of answers.”, followed by how to reopen it. To take the same questions to the new questionnaire, see Copy and paste meals, supplements, questions and lessons.
The client's status
The badge at the top of the profile shows the client's status.
| Cause | What the client sees | What to do |
|---|---|---|
| The client is Scheduled: their access starts on a future date. | Nothing, until the start day. Sending works, but the client gets no notification, and automatic rules send them nothing before their access opens. | Nothing, if the date is right: on the start day, what you sent them appears under To answer. To open their access now, reactivate the client. |
| The client is Archived or Ended. | The app stops showing them what you sent that they had not answered yet. What they already answered stays under Answered. | Reactivate the client: what was unanswered appears again. Until then, the profile's Questionnaires tab has no Send button and shows “This client's coaching is closed. Reactivate them to make changes.” |
| The plan the client has with you does not include Questionnaires: in the plan's form, the Includes field does not have Questionnaires. | The Questionnaires section disappears from the client's app. When you send, “1 client's plan doesn't include Questionnaires: it wasn't sent to them.” appears, and automatic rules skip them too. | Add Questionnaires to Includes, which changes right away for every client with that plan, or give them another plan. |
| The client's If they don't pay rule is set to Read-only, and there is an unpaid charge whose due date passed more days ago than those in After, or a pack paid in one go ended more than that many days ago. | “Payment overdue” instead of the questions. They cannot send answers or check-ins, but they still see what they already answered. | When you get paid, mark the charge as paid. If the client said they already paid, confirm the request: while it waits for confirmation, the pause continues. If the pack ended, give them a new plan. |
| The profile is not linked to an app account yet: the profile header shows Invite to the app, “Invitation pending” or “Request to approve”. | Nothing: until their account is linked to the profile, they have nowhere to see the questionnaire. | With Invite to the app, invite them. With “Invitation pending”, they still have to create their account and accept the invitation. With “Request to approve”, open the request and accept it. When their account is linked to the profile, the questionnaires you sent them move to it. |
| The client already answered this questionnaire. | The questionnaire is under Answered. | Each client gets only one manual send of each questionnaire: sending it again warns that the client already had it and sends nothing. To ask again, select Duplicate on the questionnaire's row, publish the copy and send it. |
With the No access rule, coaching stays closed until the client pays.
If the row says To answer and none of these causes applies, the questionnaire is in the client's app, in Questionnaires, on the To answer tab. If they did not get the notification on their phone, send them Not receiving notifications on your phone or in the browser. If the questionnaire opens but shows an error, send them Can't answer a questionnaire.
For the client's status and how to reactivate them, see Fix problems in a client's profile. For the Includes field, see Create recurring plans and packs for clients. For payments, see Choose what happens when a client does not pay, Mark a charge as paid and Confirm or reject a client's “I've paid”.
Your account
| Cause | What happens | What to do |
|---|---|---|
| The account has more active clients than your plan allows. | Sending shows “You have more active clients than your plan allows. Choose which to keep or upgrade your plan.” Automatic rules stop sending and reminders for unanswered questionnaires are postponed. The client keeps answering what they already have and doing the check-in. | Choose which clients stay active or change your plan. |
| Your account's plan does not include Questionnaires. In a team, the owner's plan is the one that counts. | The Questionnaires page shows only your check-in, read-only, and you cannot send or edit. Automatic rules stop sending and reminders are postponed. The client keeps seeing and answering what they already received, and the check-in continues. | Switch to a plan that includes Questionnaires. The page shows what that plan adds and a button to switch. |
| You are a team member without the Send permission in Questionnaires. | The client's profile does not show the Send button, and sending from the questionnaire shows “You don't have permission to do this in this team.” | Ask the team owner for the permission. |
For an account with too many clients, see You have more active clients than your plan allows. For the plan, see Feature locked by your plan: what it means. For permissions, see “No permission to access” and menu items missing for a member.
An automatic questionnaire did not arrive
Delivery rules only send to clients with active coaching and with Questionnaires in their plan, and only while the questionnaire is Active. If all of this is right and the rule still does not send, see Common problems with questionnaires, rules and responses and Clients stopped receiving automatic questionnaires.
The check-in
The check-in does not appear in Questionnaires in the client's app: they do it with the check-in button, in Progress and on Home. In the profile, the check-in only appears once it is answered. The check-in is not sent manually: in the check-in editor, the Delivery tab says who does it and, under How often, when it is requested.
If the client does not have the check-in, check that they are among the clients who do it and that their plan includes Progress and check-ins. With Ask set to Never (only when they choose to), the client gets no reminder.
Times and deadlines
- Anything sent at a set time uses the client's time, not yours: On a date and time rules (the Client's local time field) and the check-in reminder. A client in another time zone gets them at the set time in their device's time zone.
- The Response deadline is a whole day: the profile row only changes to Overdue the next day. The deadline does not close the questionnaire: the client can still answer after it.
- A Monthly rule on the 29th, 30th or 31st skips months that do not have that day. An Every month check-in on one of those days moves to the last day of shorter months.
- On the responses page, periods like Today and 7 days follow your computer's clock, not the client's.
If this did not solve it
Check the questionnaire's status, the client's badge and their plan. If the problem continues, contact support (see Contact Support and create a request) and send:
- the client's name and the questionnaire's name;
- the day you sent it and whether it was sent manually or by a rule;
- the exact message you or the client saw, if any.