Troubleshooting & FAQ
Fixes and answers to common questions.
10 articlesAll Troubleshooting & FAQ articles
All topicsLooking for something else? See every help article A-Z.
Delivery
- A survey link isn't workingHow to diagnose and fix a broken CultureMonkey survey link - what each respondent error message (survey ended, already submitted, invalid passcode, wrong link) actually means and how to get the employee answering again.
- Employees aren't receiving survey emailsA step-by-step troubleshooting guide for when survey invitations or reminders don't reach inboxes - how to check the survey channel and status, sender and SMTP configuration, invalid addresses, spam filtering, and SPF/DKIM, and how to fix each cause.
Data
- Fixing employee import errorsA practical guide to the validation errors CultureMonkey reports when you import employees by CSV or HRIS - what each one means, why it happens, and exactly how to correct your file.
- HRIS sync isn't updating in CultureMonkey: how to diagnose itA step-by-step guide to why a live HRIS connector stops reflecting changes in CultureMonkey - the twice-weekly schedule, expired credentials, unmapped or renamed fields, filtered-out employees, and exactly when to contact support.
General
- Frequently asked questionsQuick, grounded answers to the questions admins ask most across CultureMonkey - anonymity and thresholds, roles and access, survey setup, reports and exports, distribution channels, actions, and account basics - each linked to the deep-dive article.
- What's new - release notesWhere to find CultureMonkey product updates, how each dated release is laid out on the Product Updates page, how new features and fixes are communicated, and how to request something you'd like to see.
Access
Participation
Reports
- Report data looks wrong or incompleteThe usual reasons a report seems to show the wrong numbers, missing groups, or too few responses - anonymity suppression, an excluded survey, an active filter, data still indexing, the scale it's displayed on, and demographic mapping gaps - and how to check each one.
- Why can't I see results yet?If a report or dashboard shows no data, greyed-out scores, or a "not enough responses" message, the anonymity threshold is almost always why. Here's exactly what's happening, how to diagnose it, and what to do.