Most issues in SegmentOS come down to a survey not being live yet, a plan limit, or a sharing setting. Use this guide to diagnose and fix the most common problems.

Responses aren't appearing

  • Is the survey live? You only collect responses after you publish. In the builder, the status badge should read live. If it still shows draft, click Continue to publish it.
  • Are you sharing the right link? Use the link from the Distribute tab, which appears only after a survey is published. A draft preview link does not record responses.
  • Check your monthly limit. On Free, responses stop being counted past 500 per month. Open Settings -> Billing & Plan — if the "Responses This Month" card says "Limit reached," upgrade to continue collecting. See Plans and pricing.
  • Give it a moment. Results refresh as responses come in; reload the Results page if a recent response isn't showing.

Can't publish or launch a survey

  • Add your questions first. A survey needs questions before it makes sense to launch. Build them on the Build tab.
  • You've hit the survey limit. Free accounts can create up to 5 surveys (lifetime). If "Surveys Created" in Billing & Plan shows "Limit reached," upgrade to Premium or Pro for unlimited surveys.
  • The Distribute tab is missing. It's hidden until the survey is published. Click Continue to publish, and the Distribute option appears in the builder's More menu.

A feature is locked

Some features show a lock and an upgrade prompt because they require a paid plan — for example AI open-text analysis, shareable reports, full result segmentation, scoring, quotas, multi-language, and CSV/XLSX export. See Plans and pricing for what each tier includes, then upgrade from Settings -> Billing & Plan.

Questions about an audience panel order

Panel orders (Pro) move through clear stages on the order status screen, which refreshes automatically:

  • Order Submitted — Awaiting Review: we've received your order; you'll be emailed when it's approved or if we need more info.
  • Under Review: our team is setting up your panel, usually within 1–2 business days.
  • Order Accepted — Setup in Progress: your card is charged once the survey goes live.
  • Survey Live: responses are being collected from the panel.
  • Order Needs Revision: changes are required — read the team notes, edit your survey, and resubmit.

While an order is in review or setup, you can cancel it from the status screen as long as it hasn't been paid. Panel surveys are fielded only through the purchased audience, so self-distribution (link, embed, QR) is disabled to protect data quality. See Buying responses from the audience panel.

Link or sharing problems

  • Copy the link from Distribute. Open the Distribute tab and use the Copy button for the survey link.
  • Embedding on a site: copy the iframe or JavaScript snippet from the Distribute tab and paste it into your page.
  • QR codes: generate and download the QR image from the Distribute tab for print or in-person use.
  • Checkout won't open: checkout and plan changes only work from the published app, not inside an embedded preview.

Tips & best practices

  • When something is missing, first confirm the survey is published — most builder tabs and the live link depend on it.
  • Watch your Free usage counters in Billing & Plan so a limit doesn't surprise you mid-collection.
  • Export your data regularly if you rely on spreadsheets.

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