It happens when a send, a rule, the check-in, the editor, the public link or the responses export does not do what you expected. Each entry shows the message or symptom, the cause and what to do. If a client says they did not receive a questionnaire or cannot answer it, also see The client doesn't receive the questionnaire or can't answer it.
Sending to clients and sending rules
The Send to clients button is disabled or missing
In the Questionnaires list, a row's ⋮ menu only shows Send to clients on an Active questionnaire that can be sent manually. In the editor, on the Delivery tab (on an automatic questionnaire, under Clients), the Sent to card shows the button disabled with the reason underneath.
| Cause | What you see | What to do |
|---|---|---|
| The questionnaire is a draft. | “Publish the questionnaire to send it.” | In the editor bar, select Publish. |
| The questionnaire is closed. | “Reopen the questionnaire to send it.”, and the Closed tag in the list. | In the editor's ⋮ menu, select Reopen questionnaire. |
| It is an automatic questionnaire with no rules yet. | “Create a sending rule first.” and, in the list, the No sending rule tag. | In Delivery, open Rules and select New automatic send. To send it only manually, in the editor's ⋮ menu select Switch to manual. |
| It is a check-in. | The Delivery tab shows Who does this check-in instead of Sent to. | A check-in is not sent manually: choose who does it in Who does this check-in. |
If the send is refused with “Create a sending rule first. That is what makes this questionnaire automatic.” or “A check-in isn’t sent by hand: choose who does it in the Delivery tab.”, the questionnaire changed type after you opened the page, in another tab or by another team member. Reload the page.
A rule does not send the questionnaire
Open the questionnaire and, on the Delivery tab, open Rules. A rule only sends to a client when all of this is true:
- The rule's tag says Active. If it says Paused, select Resume. Not published yet means the questionnaire is still a draft: select Publish. Questionnaire closed means you have to reopen it: in the editor's ⋮ menu, select Reopen questionnaire. Finished means the scheduled date has passed: select Edit and choose another date.
- The moment happened the way the rule counts it. At the end of every workout only counts workouts the client finished. In workout rules, Which workouts? limits sending to the chosen types: Free workouts, Individually assigned, From programs or From courses. After completing the day's meals only counts when the client completes all of the day's meals, on that same day. After an assessment only counts assessments dated today or yesterday, in the client's day. When a new client joins counts when the connection with the client becomes active, not when you invite them.
- In an On a date and time rule that repeats Monthly, the send goes out on the day of the month set in Starting on. If that day is the 29th, 30th or 31st, months without that day get no send.
- The client is in Who. With Pick clients, only the chosen clients receive it. All clients includes anyone who joins later.
- How many times still allows sending. With Once per client, anyone who already received it through this rule does not receive it again. With With a minimum gap, they only receive it again after the Days between sends.
- The client is active and their plan includes Questionnaires. The causes on the client's side are in The client doesn't receive the questionnaire or can't answer it.
- The questionnaire is not a check-in. A check-in's rules stay paused: see the Check-in section of this article.
- The questionnaire does not have the Expired or Full tag in the list. Only older questionnaires with an end date or a response limit can have it, and on those the rules stop sending. To reopen it, in the list, select Reopen questionnaire in the row's ⋮.
- Your plan includes Questionnaires and the account is not frozen. If not, the rules stop; with the account frozen, each rule shows the Paused: account frozen tag and the sentence “Nothing goes out while the account is frozen.”. See Clients stopped receiving automatic questionnaires.
Resuming or fixing a rule does not send what was missed in the meantime. Anyone who missed the questionnaire only gets it if you send it with Send to clients.
“You already have 20 active rules for that moment. Pause one before creating another.”
It happens when you create or resume a rule, or change a rule's moment, and the account already has 20 active rules for that moment, counting all questionnaires, including drafts and closed ones. In a team, the rules of the whole team count. On a date and time rules do not count toward this limit. To fix it, pause or delete another rule for that moment, in this or another questionnaire, with Pause or Delete on the rule's card, and try again.
“This questionnaire already has a rule for that moment. Edit the existing one instead.”
It happens when this questionnaire already has another rule for the same moment with the same choice in Which workouts?, active or paused: when you create a rule, resume one, or change a rule's moment or its Which workouts?. Two rules like that would send the same questionnaire twice. Use the existing rule and change it with Edit. Two rules for the same moment with different workout types can exist. On a date and time rules have no such limit.
The client says they did not receive the questionnaire
First confirm that the questionnaire is Active and, if it is automatic, that the rule sends (see “A rule does not send the questionnaire” in this article). The other causes are on the client's side: the coaching status, their plan, an overdue payment or the time of day. They are explained in The client doesn't receive the questionnaire or can't answer it.
Check-in
“Your clients already have another check-in at this frequency. Pick a different frequency.”
It happens when two check-ins would be asked of all clients at the same frequency: when you choose All clients in Who does this check-in, when you use a questionnaire as everyone's check-in with Use as check-in, or when you change Ask on a check-in that already goes to everyone. It would be the same question asked twice. When you change Ask in the editor, the bar indicator shows Error saving, and the message appears when you select Try again (on a phone, the warning icon).
To fix it, on the Delivery tab of one of the check-ins, change Ask to another frequency or, in Who does this check-in, choose Only some clients.
“This is your check-in, so it can't go back to draft.” or “Clients are still using this check-in.”
A check-in does not go back to draft while it reaches clients, because their check-in button would stop opening. The first message is for everyone's check-in, which has the All clients tag in the list. The editor menu does not even show Move to draft on that check-in, so the message only appears if it became everyone's check-in after you opened the page. The second, “Clients are still using this check-in. Remove them from the list and change Who answers before moving it to draft.”, appears on a check-in that some clients use or that goes to everyone.
To move a check-in to draft:
- In Questionnaires, open the check-in.
- In the editor's ⋮ menu, select Stop using as check-in.
- Read in the dialog what happens to your clients and confirm with Stop using as check-in.
- In the ⋮ menu, select Move to draft and confirm with Back to draft.
The questionnaire becomes a draft, with the questions and responses it already had.
A check-in's rules are paused
A check-in goes out on its own frequency and takes no sending rules. When a questionnaire becomes a check-in, the rules it had become Paused, with the sentence “Paused while this questionnaire is a check-in: a check-in goes out on its own frequency.”, and there is no Resume or New automatic send. On an outdated page, turning a rule on is refused with “A check-in goes out on its own frequency and takes no sending rules. While it is a check-in, these stay paused.”. To use the rules again, in the editor's ⋮ menu select Stop using as check-in and then Resume on each rule.
You copied the check-in from the Library and the copy is not the check-in
If you already have a check-in, copying the check-in template from the Library creates a draft copy, which is not your clients' check-in. When you already have a check-in for all clients, the template preview warns you first: “You already have a check-in. The copy lands as a draft.”. To use the copy as a check-in, publish it and, in the ⋮ menu, select Use as check-in.
“You already have a check-in in your questionnaires. You can only copy it from the library if you delete yours.” only appears when the template is copied twice at the same time, for example in two tabs. The first copy is already your check-in: reload the page.
Editor and saving
The indicator says Incomplete
The editor saves on its own 1.5 seconds after each change, but only saves a complete questionnaire. While something is missing, it does not save and the bar indicator shows Incomplete (on a phone, only a warning icon). Select the indicator: the editor opens the place in question and says what is missing.
| Message | What is missing |
|---|---|
| “Title: Required” | The questionnaire's title. |
| “Add at least one question to publish it.” | A question, on an active questionnaire or one you are publishing. |
| “Fix the highlighted questions to continue.” | The text of a question; on a choice question, at least 2 options, with no empty or repeated options; on a scale, a minimum lower than the maximum; on a number, a minimum that does not exceed the maximum. |
| “Write the text or delete the block.” | The text of an empty text block. |
| “The answer this question depended on no longer exists. Pick another one or remove the condition.” | A valid condition: the option the question depended on was deleted or changed. |
| “Two questions save to the same measurement (…). Remove the destination from one of them.”, with the measurement's name in parentheses | A different measurement destination for each question. |
| “The reminder needs a title and a message. Write both, or clear both to send the app’s standard text.” | On a check-in, the reminder's title or message. |
| “Still to translate into …:”, with the language and the list of what is missing | The rest of a translation you started. |
If you leave with Incomplete, what you changed since the last save is not saved, and the page asks before you leave.
Notice that the questionnaire is open somewhere else
An amber banner in the editor warns you when the same questionnaire is open in another tab, on another of your devices or by another team member, for example “This questionnaire is open in another tab. Edit it in one only: what one tab saves overwrites the other's changes.”. Close the questionnaire in the other tabs or agree with the other person on who edits it, and reload the page before you continue, to see what is saved. The banner disappears shortly after the other editor closes.
Nothing saves and “You have more active clients than your plan allows. Choose which to keep or upgrade your plan.” appears
The account is frozen because you have more active clients than the plan allows. Questionnaires and responses open, but saving, publishing, sending and changing rules are refused until you choose which clients stay active or change your plan. See You have more active clients than your plan allows. If the plan does not include Questionnaires, the Questionnaires page shows your check-in, read-only, and the rest is locked: see Clients stopped receiving automatic questionnaires.
Public link
“This questionnaire is unavailable”
This is what people who open the link see, with “Check the link and try again.”, when the questionnaire is a draft or closed, when the link is turned off or when the address is wrong. Confirm that the questionnaire is Active. Then, in the row's or the editor's ⋮ menu, select Share by link, turn on Share link and send the address that Copy link copies. Share by link only appears on manual questionnaires and on those that already have the link turned on.
“This questionnaire no longer accepts answers: it expired or reached its limit.”
A questionnaire with an end date or a response limit stops accepting responses through the link when the date passes or the limit is reached. In the list, it gets the Expired or Full tag, and people who open the link or submit their answers see this message. People who open the link also see “If you still need to answer, contact the person who sent you the link.” The Questionnaires editor does not have these two fields: only questionnaires made in the old Forms section can have them, and Duplicate copies them. To accept responses again, open the questionnaire row's ⋮ (or right-click it) and select Reopen questionnaire: the end date or the limit that has passed is removed. If people who open the link see “The questionnaire could not be opened. Please try again.”, it was a connection failure: they only have to try again.
The photo question does not appear to people answering through the link
On the link, a file question shows “Only people with an account can upload files.” instead of the button and stops being required. To receive photos, send the questionnaire to your clients with Send to clients.
Responses and export
“Exported the first 5000 responses. Use the filters to export the rest.”
The CSV file holds at most 5000 responses: the most recent of those the filters pick. To export the rest, export in parts: in the filter that shows All clients, choose one client at a time, or, in the filter that shows Clients and link (it only appears when there are responses through the link), choose Clients only or Link only, and select Export again. The period filter only has All time, Today, 7 days, 30 days and 90 days, so older responses can only be split by client or by source.
Export is disabled when the filters match no responses. You can export up to 5 times per minute; after that, “Too many requests. Wait a moment.” appears.
Team
A member does not see Questionnaires or an action is refused
In the team permissions, the Questionnaires area has three actions:
| Action | What it allows |
|---|---|
| View | Open the list, the editor, the responses and the responses to review, and export the CSV. |
| Create | Create and save questionnaires, publish, close, reopen, move to draft, duplicate and delete; use as check-in, choose who does the check-in and copy from the Library. |
| Send | Send to clients and remove a send; create, edit, pause and delete rules; review and delete responses. |
Without View, the Questionnaires item does not appear in the menu and the page shows “No permission to access”: see “No permission to access” and menu items missing for a member. Without Create or without Send, the buttons stay on screen, but the action is refused with “You don't have permission to do this in this team.” and, in the editor, the indicator shows Error saving. Ask the team owner for the missing action.
A member with access to only some clients only sees those clients' responses and only sends to them. Their rules have to use Pick clients: with All clients, the rule is refused with “You don't have permission for this action.”. They also cannot use a questionnaire as a check-in, stop using it, or choose All clients in Who does this check-in.
If this did not solve it
Contact support and send:
- the page address and the questionnaire's name;
- the exact message and, if the error notice shows it, the Reference;
- for a rule, the moment, for example At the end of every workout, and the name of a client who should have received it.