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: 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 new features and fixes are communicated through the public changelog, 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.