How Can we Help You?

Help By Topics:

Questions or issues with completing a survey. 

• Why is the survey not displaying correctly on my screen?
• I’m having problems with submitting the survey.
• I’m having difficulties viewing the survey from my mobile device.
• Why is the survey taking a long time to load?

 

Questions or issues related to the email you received to take the survey.
 

• I received an email to take the survey, but the survey is not opening when I click on the link.
• The email I received to take the survey is landing in my spam or junk folders.

 

 

 

Question - Why is the survey not displaying correctly on my screen? 

Answer - There are several reasons why the survey isn’t displaying on your screen. We suggest trying the following troubleshooting steps to resolve this issue.

 

• Try a different browser. There are many types of web browsers today and our survey may not display properly on some of these browsers. We recommend using the latest version of Chrome, Firefox, and Edge. 
   
• Sometimes, network and firewall settings may prevent the survey from loading properly. Try accessing the survey on a different computer or device to see if that will resolve the issue.
   
• Refresh the page. Sometimes, simply refreshing the webpage can resolve display issues.
   
• Check your browser extensions. Some browser extensions or add-ons may interfere with the display of certain web content. Try disabling any extensions or add-ons and then reload the page.
   
• Make sure you are using the latest version of your web browser.  If not, update your browser and try to access your survey again. 
   
• Try to clear browser cache and cookies.
   
• If none of these steps resolve the issue, contact MemberXP at [email protected] for further assistance.
   

 

 

Question - I’m having problems with submitting the survey.

 

Answer - Here are some common reasons why you may be unable to submit the survey and steps you can take to resolve this issue.

 

• The most common reason that the survey might be stuck is that a required question hasn't been answered. Go back and double check that you’ve answered all the required questions.
   
• A common reason that a member cannot progress to the next page is because they do not see the arrow at the bottom of the page. If you are taking the survey on your mobile device, you should see an arrow at the bottom of the page that you can tap on to progress to the next question (see the image below.)
  
  
   
• Look for any error messages that may indicate why the survey cannot be submitted. These messages should be displayed near the top or bottom of the survey page.
   
• Try to submit the survey again at a later time. There may be a temporary technical issue that is preventing survey submissions.

 

 

 

Question - I’m having difficulties viewing the survey from my mobile device.

 

Answer - If you are experiencing issues with viewing the survey from a mobile or table device, try these steps to resolve the issue.

 

• There are many types of mobile browsers today and our survey may not display properly on some of these mobile browsers. We recommend using Safari, Chrome, Firefox, and Edge. You should be able to download these browsers from the app store on your mobile/tablet device.
   
• Try using a different browser to view the survey. If you're having trouble viewing the survey on Safari, try using Chrome, Edge, or Firefox to see if this resolves the issue.
   
• Check your internet connection to make sure you have a stable internet connection on your mobile device. Internet connectivity issues can cause problems with loading and displaying the survey.
   
• Try clearing your mobile browser's cache and cookies and then reloading the survey.

 

 

 

Question - Why is the survey taking a long time to load?

Answer - There are several factors that could contribute to a survey taking a long time to load. Try these steps to resolve the issue. 

 

• Try closing other apps that are open on your device. Having multiple apps running in the background can drain processing power and impact how quickly the survey loads.
   
• Check your internet connection. Having slow or unstable internet connection will impact load time of the survey.
   
• Try a different browser. Some browsers handle survey content differently, leading to different loading times. You might see loading speed improve on a different browser.
   
• Try disabling browser extensions or using a private browsing mode to see if that helps speed up loading times.
   
• There might be a temporary technical issue that we’re dealing with, which is causing longer survey load times. You can try to access the survey again at a later time.

 

 

Question - I received an email to take the survey, but the survey is not opening when I click on the link.

 

Answer - As a security measure some email clients may disable images and/or links in emails by default. Try these steps to resolve the issue. 

 

• Check to make sure that you have not already completed the survey. If you are redirected to the credit union website or a social media platform, more than likely, you have already completed the survey. 
   
• The survey may be closed. If you received a message that indicates the survey is closed, you will no longer be able to submit your survey. 
   
• If prompted by the email client, make sure to allow/enable images or click on a prompt to trust external content.
   
• Look for any error messages that may indicate why the survey is not opening. 
   
• Browser compatibility issues may prevent the survey from loading properly. Try using a different browser to see if that corrects the problem. 
   
• Try copying the survey link from the email and pasting it into your browser's address bar. 

 

 

 

Question - The email I received to take the survey is landing in my spam or junk folders.

 

Answer - Some email clients employ advanced spam filtering algorithms to protect users from unwanted or malicious emails. However, legitimate emails may occasionally be flagged as spam and end up in your spam or junk folder. If our email is consistently landing in your spam or junk folders, try these steps to resolve the issue.

 

• Mark the email as "Not Spam" or "Not Junk." This action helps train your email provider's spam filter to recognize our email as legitimate.
   
• Add the “From:” email address to your email contacts or address book. This action signals to your email provider that emails from us are trustworthy and should not be treated as spam.
   
• If possible, whitelist our domain (memberxp.com) in your email settings. This ensures that emails from our domain are not flagged as spam by your email provider.
   
• Review your email filter rules or settings you have configured in your email account to make sure that none of these rules are inadvertently causing emails from us to be diverted to the spam or junk folder.