Troubleshooting and getting help

Start with the problem you see. Before retrying a change, check that you are in the intended workspace and opening the correct survey or retro.

I cannot open or answer a survey

Open the newest link from the organizer. If the page says the link has expired or access is unavailable, ask the organizer to check the survey’s status and arrange a working replacement. Do not assume changing browsers will fix an expired link.

If the survey asks for email verification, complete that step before answering. Check the address you entered and the spam folder. Use the newest verification email when you have requested more than one.

Organizers: Copy alone does not renew an expired link. Read expired-link recovery. Contact support to keep collecting into the same survey, or duplicate it when a new survey is acceptable. Revoking a link stops access; it is not a reliable renewal step. Participants can follow Give feedback.

I cannot change a published survey’s questions

Published Static Survey questions are locked. Duplicate the survey and edit the new draft. Review and publish that draft, then share its new link. Existing answers stay with the original survey.

Changing a name is different from changing what people answered. Do not rename a survey in a way that makes its earlier responses misleading.

The survey has no responses

Creating a link does not send it to anyone, and opening it does not count as a submitted response. Check that the survey is live, the intended audience received the correct link, and participants can complete any verification requirement.

Look at the response list rather than treating an unavailable metric as zero. A Pending distribution is not a completed answer. See Responses and transcripts.

The Agent Survey will not continue

Check the required brief and coverage fields. If the design conversation has not produced a reply, do not assume it saved the goal or audience. Keep a copy of your intended brief, check the saved draft, and reload before trying again.

Check usage and credits if creation is blocked. For an urgent fixed-question survey, create a Static Survey while the Agent issue is investigated. See Agent Survey setup.

Someone cannot join a retro, write a card, or vote

The facilitator should check the joining option, current phase, and whether the board is closed. Someone outside the allowed team or workspace may need a different access setting; the participant cannot change it.

In a guided session, writing and voting are available at the appropriate phases. A participant may also have used their vote budget. Other people’s totals are hidden during blind voting; that does not mean their votes are missing.

See joining options and the Vote phase.

I cannot invite a person or create a team

Check your role, available seats, and team capacity. Existing teams can remain after a downgrade even when the workspace is above its new limit. That does not mean another team can be created.

Read seats and capacity and teams and groups before removing people or changing plans.

Ask gives an incomplete or unexpected answer

Check the selected sources and the question’s time period. Choose the relevant survey or retro and ask a narrower question. Read the original feedback to see whether enough evidence exists.

If no useful source is available, collect or locate the feedback first. Rewording the same question cannot supply missing evidence. See Choose sources for Ask.

I still need help

For session access, ask the survey organizer or retro facilitator first. For workspace permissions, ask your administrator.

For a product issue, contact ScatterSpoke support. Include:

• What you were trying to do and the exact error message.
• The workspace and survey or retro name.
• Whether the issue repeats after reloading, and the browser you use.
• A screenshot of the relevant controls, with private information removed.

Do not send passwords, verification links, API keys, or two-factor recovery codes. Avoid including private participant answers unless support needs them and you have permission to share them.