Troubleshooting guide

Last updated 26 days ago

Survey Invitation Issues

"I didn't receive the survey invitation email"

Possible causes:

  1. Email went to spam/junk folder

  2. Email address typo in invitation CSV

  3. Corporate email filter blocked the message

  4. Email service configuration issue

Solutions:

  1. Check spam/junk folder first

  2. Search inbox for "ProcureValue" or "Your Feedback Requested"

  3. Contact your ProcureValue administrator with:

    • Your email address

    • Campaign name

    • Date campaign was launched

  4. Ask admin to verify:

    • Your email is in the invitation list

    • Email was marked as "sent successfully"

    • No bounce-back errors logged

"Survey link says 'Invalid or Expired'"

Possible causes:

  1. Campaign expired (default: 30 days after launch)

  2. Link already used (single-use links)

  3. Malformed URL (copy-paste error)

Solutions:

  1. Check the campaign expiry date in the original invitation email

  2. If link was already clicked, survey is already submitted (you can't re-take it)

  3. If URL looks broken, try:

    • Copy the entire link (don't click, right-click → copy link address)

    • Paste into browser address bar manually

  4. Contact admin to:

    • Confirm campaign is still active

    • Request a new invitation link (admin can't see responses, so this is safe)

"I accidentally closed the survey before finishing"

Good news: Your progress is saved!

Solution:

  1. Click the same survey link from your invitation email

  2. Survey will resume where you left off

  3. You have until the campaign expiry date to complete it

Note: Once you click "Submit" on the final page, the survey is complete and cannot be reopened.

CSV Upload Issues

"CSV upload fails with 'Fewer than 10 invitations'"

Cause: Privacy threshold requires minimum 10 invitations per campaign.

Solutions:

  1. Add more participants to your CSV:

    • Broaden the audience (e.g., "All suppliers" instead of "IT suppliers only")

    • Include both stakeholders and suppliers in one campaign

    • Combine multiple teams if surveying internal stakeholders

  2. Wait to run the campaign until you have more participants

  3. Accept that very small segments cannot be measured anonymously

"CSV upload fails with 'Invalid email format'"

Cause: One or more email addresses are malformed.

Solution:

  1. Error message shows line number with the issue

  2. Common problems:

    • Missing @ symbol: john.smithcompany.com → Should be john.smith@company.com

    • Extra spaces: john.smith @company.com → Remove space

    • Special characters: john's.email@company.com → Avoid apostrophes in email addresses

  3. Fix the specific row in your CSV and re-upload

Tip: Use Excel's data validation to check email formats before uploading.

"CSV upload shows 'Duplicate email found'"

Cause: Same email address appears multiple times in your CSV.

Solution:

  1. Error message shows which email is duplicated

  2. Options:

    • Remove one copy (recommended) — Each person should receive only one invitation

    • Fix typos — If it's supposed to be two different people, correct one email address

  3. Re-upload corrected CSV

Why this matters: Duplicate invitations annoy participants and skew response rates.

"CSV upload succeeds but shows '8 valid, 2 invalid'"

Cause: Some rows had issues but upload partially succeeded.

What happens:

  • Valid invitations are saved

  • Invalid rows are skipped

  • You see a summary: "8 valid invitations, 2 skipped"

Solution:

  1. Review the error report (shows which rows were skipped and why)

  2. Fix the invalid rows

  3. Create a new CSV with ONLY the fixed rows

  4. Upload again (system prevents duplicates, so you can safely re-upload)

Note: If you now have <10 total valid invitations, campaign cannot be sent yet.

Campaign Management Issues

"I can't see analytics for my campaign"

Possible causes:

  1. Fewer than 5 responses received

  2. Responses are still coming in

  3. Permissions issue (you're not the campaign owner)

Solutions:

  1. Check campaign dashboard:

    • Responses received: [number]

    • Required for analytics: 5

    • Status: "Collecting responses..."

  2. Wait for more responses:

    • Send reminder emails

    • Extend campaign deadline if needed

  3. If you have ≥5 responses but still can't see analytics:

    • Contact your ProcureValue administrator

    • Verify you have appropriate permissions

"I need to add more people to an existing campaign"

Answer: You can't. This is by design to protect data integrity.

Why not:

  • Adding invitations mid-campaign could skew response rates

  • Anonymity protections depend on knowing the total invitation count

  • AI analysis would need to be re-run

Alternatives:

  1. Let the current campaign complete

  2. Include additional people in your next campaign

  3. If you have 10+ additional people, create a separate supplementary campaign

  4. For urgent additions, contact your admin to discuss options

"I need to cancel a campaign"

Solution:

  1. Contact your ProcureValue administrator

  2. Admin can:

    • Mark campaign as closed (stops collecting responses)

    • Prevent reminder emails from sending

    • Preserve data if you decide to re-open later

Note: You cannot delete a campaign after invitations are sent. Data is preserved for audit purposes.

"Response rate is very low (<20%)"

Possible causes:

  1. Survey fatigue (too many surveys sent recently)

  2. Participants don't trust anonymity claims

  3. Poor timing (launched during busy season)

  4. No perceived benefit to participating

  5. Emails landed in spam

Solutions:

Immediate actions:

  1. Send reminder email

  2. Have leadership send a "participation matters" message

  3. Verify emails aren't landing in spam (check with a few participants)

  4. Extend campaign deadline by 1-2 weeks

Long-term improvements:

  1. Build trust:

    • Share results from previous surveys

    • Show what actions were taken based on feedback

    • Communicate openly about anonymity protections

  2. Improve timing:

    • Avoid month-end, fiscal year close, major project deadlines

    • Give 2-3 weeks for completion

    • Send on Tuesdays or Wednesdays (best open rates)

  3. Set expectations:

    • Pre-announce the survey

    • Explain why feedback matters

    • Keep surveys short (ProcureValue is ~5 minutes)

Access and Permission Issues

"I can't log in to ProcureValue"

Possible causes:

  1. Incorrect credentials

  2. Account not created yet

  3. SSO/OAuth configuration issue

  4. Browser cache/cookie problem

Solutions:

  1. For first-time users:

    • Check if you received a welcome email with setup instructions

    • Contact your admin to verify account was created

    • Use the correct login method (password vs. SSO)

  2. For existing users:

    • Verify username/email (check saved credentials)

    • Try password reset if applicable

    • Clear browser cache and cookies

    • Try incognito/private browsing mode

  3. For SSO users:

    • Ensure you're using the correct SSO provider (Azure AD, Google, etc.)

    • Verify your corporate email is associated with your SSO account

    • Contact IT if SSO authentication fails

"I can't access a specific campaign"

Possible causes:

  1. Campaign belongs to a different tenant (data isolation)

  2. Insufficient permissions (viewer vs. admin)

  3. Campaign was deleted/closed

Solutions:

  1. Verify you're logged into the correct organization (tenant)

  2. Check your role:

    • Viewer: Can see results, cannot create campaigns

    • Campaign Manager: Can create and manage campaigns

    • Admin: Full access

  3. Contact admin if you need elevated permissions

  4. Confirm campaign still exists (check with campaign owner)

Data and Analytics Issues

"AI insights seem generic or unhelpful"

Possible causes:

  1. Insufficient response data (close to 5 response minimum)

  2. Responses lack detail (minimal open-ended comments)

  3. Very homogenous responses (everyone says the same thing)

Solutions:

Short-term:

  • Read open-ended comments directly (in addition to AI insights)

  • Focus on category score breakdowns for specific guidance

  • Combine insights from multiple campaigns for patterns

Long-term improvements:

  • Encourage detailed feedback (mention value of comments in invitations)

  • Run campaigns more frequently to build trend data

  • Segment campaigns by audience type for more targeted insights

"PVX score doesn't match my expectations"

This is actually valuable information!

Why scores surprise you:

  1. Perception vs. reality gap — You think you're doing well, but stakeholders disagree

  2. Recent incidents — One major failure can tank scores (recency bias)

  3. Communication failure — Good work, but no one knows about it

  4. Selection bias — Only frustrated people responded

What to do:

  1. Read the AI insights carefully (they explain the "why")

  2. Review open-ended comments for specific themes

  3. Look at category breakdowns (which areas are driving the low score?)

  4. Consider running a follow-up focus group for deeper understanding

  5. Accept the feedback and plan improvements

"I want to see individual responses"

Answer: You can't. This is intentional.

Why not:

  • Breaks anonymity guarantees

  • Turns into individual performance evaluation

  • Reduces honesty in future surveys

  • Violates privacy-by-design principles

What you can see:

  • Aggregate statistics (average scores, response distributions)

  • AI-identified themes across all responses

  • Open-ended comments (completely anonymized, no attribution)

Alternative: If you need individual feedback, use 1-on-1 conversations, named surveys, or performance reviews (different tools for different purposes).

Technical Issues

"Survey page won't load or is blank"

Solutions:

  1. Check internet connection

  2. Try a different browser (Chrome, Firefox, Safari, Edge)

  3. Disable browser extensions (ad blockers can interfere)

  4. Clear browser cache and cookies

  5. Try on a different device (computer, phone, tablet)

  6. If issue persists, contact admin with:

    • Browser and version

    • Device type

    • Error messages (if any)

    • Screenshot of the issue

"I'm getting a '403 Forbidden' or '401 Unauthorized' error"

Cause: Authentication or authorization issue.

Solutions:

  1. Log out and log back in

  2. Check if your session expired (happens after ~24 hours of inactivity)

  3. Verify you're accessing the correct tenant's URL

  4. Clear browser cookies for ProcureValue domain

  5. If using SSO, re-authenticate through your SSO provider

  6. Contact admin if issue persists

"Page loads slowly or times out"

Possible causes:

  1. Slow internet connection

  2. Server temporarily overloaded (rare)

  3. Large campaign with many responses (analytics rendering)

Solutions:

  1. Check your internet speed

  2. Try at a different time (maybe peak usage period)

  3. For large campaigns (500+ responses):

    • Analytics may take 10-20 seconds to load

    • Be patient, don't refresh repeatedly

  4. Contact admin if consistent performance issues

Export and Reporting Issues

"I can't export campaign data"

Possible causes:

  1. Export feature requires specific permissions

  2. Browser blocking download

  3. Campaign still collecting responses (not finalized)

Solutions:

  1. Verify you have export permissions (contact admin)

  2. Check browser's download settings (allow pop-ups for ProcureValue)

  3. Wait until campaign is closed for final export

  4. Try export in a different browser

"Exported data is missing information"

What's included in exports:

  • Campaign metadata (name, dates, invitation count)

  • Aggregate statistics (PVX score, category scores, response rate)

  • AI-generated insights

  • Anonymized open-ended comments

What's NOT included (by design):

  • Individual respondent identities

  • Email addresses of respondents

  • Response timestamps that could identify individuals

  • Invitation lists with response status

If you need specific data not in the standard export, contact your admin.

When to Contact Support

Contact your ProcureValue administrator for:

  • Account creation or permission changes

  • Campaign configuration issues

  • Data access problems

  • Tenant-level settings

Escalate to ProcureValue support (support@procurevalue.tech) for:

  • System outages or errors

  • Bug reports

  • Feature requests

  • Security concerns

  • Integration issues

Include in your support request:

  • Your email address

  • Tenant/organisation name

  • Campaign name (if applicable)

  • Detailed description of the issue

  • Steps to reproduce

  • Screenshots (if relevant)

  • Error messages (full text)