Troubleshooting: Surveys
Survey not appearing
| Check | Solution |
|---|---|
| SDK installed? | Run told('debug') or check Verify Installation |
| Survey activated? | Must be toggled to Active in the Publish tab |
| Triggers configured? | At least one trigger condition must be met |
| Display rules? | "Display only once" may have already fired — clear cookies to reset |
| Preview mode? | If preview: true is set in init, switch to normal mode |
| Plan limit reached? | Check if monthly response limit is exceeded |
Triggers not firing
- Page visit: Verify the URL/path matches exactly (case-sensitive). Use
*for dynamic segments - Click on element: Verify the ID/class still exists in your HTML
- Custom event: Verify the event is actually being sent — check with
told('debug') - Period: Verify the current date is within the configured range
- Audience: Verify the user matches all audience filters
Responses not recorded
- Verify the survey is not in preview mode
- Check that respondents are submitting (not just viewing) the survey
- Verify webhook configurations if you're checking data externally
- Check your monthly response limit
Survey appears but looks wrong
- Check Customization settings (position, colors, close button)
- Check browser zoom — surveys may render differently at non-default zoom levels
- Test on different devices — position behavior varies on mobile