Troubleshooting log-in issues

How do I log in to my account?

Use your email address used to create the account and your password to log in to your account.

If you change the email address on your account, the update will apply for logging in. Please use the updated email address for logging in.

Having trouble logging in?

If you are the original account holder, you can enter your email address used to create your account and then click Forgot Password to have your password emailed to you.

Survey Software Help Image

If you are NOT the original account holder, and the original account holder is no longer with the organization, you can contact Support to obtain the credentials and update the email address on the account using the process outlined under the section, “I don’t have access to the account email address,” located below. If you are attempting to log in using credentials shared with you by another existing user, STOP, and either create your own account or ask the user to create a multi-user account so that you can share surveys across accounts.

I have not received the password at my email address.

Please check your SPAM/Junk mail folder / filter for our email.

  1. The email is sent from the email address:
  2. Please add: to your address book and safe sender list
  3. Please request the password again.

I don’t have access to the account email address.

Please get in touch with Support. For security reasons, you will be asked to provide the following information:

  1. Last 6 digits for the credit card on file (required).
  2. Old username / email address for the account (optional).
  3. Link for a survey in the account (optional).
  4. Relationship with the account owner – Self/Billing Dept/Ex-Employee/etc. (required).

Can I share my username and password with others to use QuestionPro?

As per I.1 of the Terms of Use:

Your login may only be used by one person – a single login shared by multiple people is not permitted.

Sharing your username and password is a violation of our terms and conditions — which you agreed to abide by when you signed up. All licenses and usernames are SINGLE USER ONLY. Purchasing a “Single User” license then sharing usernames and allowing multiple users to access the same account is strictly prohibited.

Please note that QuestionPro reserves the right to terminate an account (without any refund) at any point if we determine that users are not in compliance with the Terms of Use. Such terminations take effect immediately, and we will not issue any refunds. If we determine that users violated the Terms of Use, QuestionPro also reserves the right to terminate all current and future access, including access to any collected data.

I have multiple people in my department who need to create surveys. How can I do let them access my QuestionPro account?

Please either create separate accounts for each one of them, or, if you have a Corporate License, we can issue multiple accounts ($899/User/year) under your existing corporate license umbrella.

A customer service representative directed me to this page. What can I do now?

If you are the original account holder, please change your password by following the steps listed below.

  • Login »  Surveys »  User Profile »  My Account »  User Profile

Please make sure you do not share this password with anyone.

If you are NOT the original account holder, i.e., you did not create the QuestionPro account but someone gave you the username and password, please contact that person and send this page to them. Let them know that sharing usernames/passwords is a violation of the license and grounds for immediate termination of the entire license. Please DO NOT login to the account. If you need to create or send surveys, please create a separate account for yourself and proceed. Multi-user accounts allow you to copy surveys between accounts.

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