Respondents report problems
The four most common respondent issues — diagnosis and fix, in their words.
Last updated July 7, 2026
"My file won't upload" — usually the size: each file-upload question has a limit (your setting; default 10 MB, max 100 MB) and shows it. Very large videos are the classic case — raise the question's limit and publish changes, or ask for a smaller export. Also check your storage meter isn't full (article 9.3). If you restricted file types, the form only accepts those (e.g. images and PDF).
"It says I already answered" — the form uses once per device or once per network (article 4.4). Intentional? Then all is well. If the person legitimately needs another go (shared office network!), switch the policy to multiple temporarily, or have them use another network/device.
"My unlock code doesn't work" — codes are case-sensitive; typos with similar characters (O/0) are the usual culprit. Copy-paste the code from your settings and resend it. Deleted codes no longer work — check the code still exists.
"The form is in the wrong language" — the switcher sits at the top of the form (if you enabled translation). If a language is missing entirely, check your translation settings include it and re-publish (article 6.2).
Tip
For anything else, ask for three things: the exact message, a screenshot, and device/browser. With those, support can usually answer in one reply.