Troubleshooting
Find the failing stage, preserve your work, and collect useful information for support.
A draft will not save
Keep a copy of unsaved text. Check the displayed error and whether another person or tab changed the study. Read the latest saved version before reapplying the edit. Do not discard your work by repeatedly refreshing a failed save.
If the problem continues, record the time, study ID, browser and action. Share the error wording with support, without credentials or respondent details.
An interview will not start
- Use the exact Research link supplied for the respondent.
- Check whether the study is open and whether screening or quota rules explain the exit.
- If voice is selected, check the browser's microphone permission.
- Follow the recovery option shown for an interrupted session.
Do not create several replacement identities for the same person. If a link is expired or unusable, ask the study owner for the appropriate next step.
Results look incomplete
Check response status, processing state, current filters, question exposure and quality exclusions. A completed interview can still have missing answers or pending analysis.
Compare the same snapshot and base across the screen and export. If a finding has no available supporting source, preserve that limitation rather than replacing it with a guessed quote.
An export or connection fails
Confirm the selected report/version and format. Retry a download once after checking the displayed state. For an integration, distinguish missing access, rate limits, validation errors and an unavailable capability.
Send hello@underheard.ai the study ID, time, steps, expected result and error wording. Avoid credentials, personal links, raw respondent records and sensitive attachments until a secure support path is agreed.