# Frequently Asked Questions {#frequently-asked-questions}



## Account {#account}


**How do I reset my password?**
Click **Forgot Password** on the login page. Enter your email address and check your inbox for a reset link. The link expires after 1 hour.

**Can I change my email address?**
Yes. Go to **Profile > Account** and update your email. A verification email will be sent to the new address.

**I didn't receive the verification email. What should I do?**
Check your spam folder. If it's not there, click **Resend Verification** on the login page. Add `noreply@mquad.org` to your contacts to prevent future filtering.

**How do I enable two-factor authentication?**
Go to **Profile > Security > Two-Factor Authentication** and follow the setup instructions. You'll need an authenticator app like Google Authenticator or Authy.

**Can I use single sign-on (SSO)?**
SSO is available on Professional and Enterprise plans. Contact your workspace admin or our support team to configure SAML or OIDC-based SSO.


## Surveys {#surveys}


**How many questions can I add to a survey?**
There is no hard limit, but surveys with more than 100 questions may affect load times. We recommend keeping surveys under 50 questions for optimal respondent experience.

**Can I change a survey after it's published?**
Yes, but edits are limited to non-breaking changes: fixing typos, updating settings, and modifying answer options. Adding or removing questions requires pausing the survey first.

**What happens if I reach my survey limit on the Free plan?**
Existing surveys remain accessible but you cannot create new ones until you delete unused surveys or upgrade to a paid plan.

**Can I copy or duplicate a survey?**
Yes. From the survey list, click the actions menu (three dots) on any survey and select **Duplicate**. All questions, logic, and settings are copied. Response data is not duplicated.

**How do I set up multi-language surveys?**
Go to **Survey Settings > Languages** and add your languages. You can then provide translations for each question and option. Respondents see the survey in their browser's language setting.


## Responses {#responses}


**Can respondents edit their submitted responses?**
Yes, if you enable **Allow Editing** in survey settings. You can also set a time limit for editing.

**How do I know if a response has been edited?**
Each response has an **Edit History** section showing all changes with timestamps, editor information, and before/after values.

**What's the difference between pending, approved, and rejected responses?**

- **Pending**: Awaiting review when approval workflow is enabled
- **Approved**: Reviewed and accepted for inclusion in exports and analytics
- **Rejected**: Reviewed and excluded from results

**Can I delete individual responses?**
Yes. Open the response and click **Delete**. Deleted responses are logged in the audit trail.

**Is there a limit on responses per survey?**
Only if you've configured a response limit in survey settings. Without a limit, the survey collects unlimited responses unless restricted by your plan.


## Data & Export {#data--export}


**What export formats are available?**
CSV, JSON, Excel (.xlsx), SPSS (.sav), Stata (.dta), and SAS (.sas7bdat).

**How do I export only approved responses?**
When exporting, select **Approved Only** as the response scope. You can also apply custom filters.

**My CSV file shows garbled characters in Excel. How do I fix this?**
Re-export with **UTF-8 with BOM** encoding selected, or use Excel's **Data > From Text/CSV** import and choose UTF-8 encoding.

**What timezone are timestamps in?**
Timestamps are in UTC by default. You can configure your workspace timezone under **Workspace Settings > General**.

**How long are export files stored?**
Export downloads are available for 7 days after generation.


## Billing & Subscriptions {#billing--subscriptions}


**What payment methods do you accept?**
All major credit and debit cards (Visa, Mastercard, American Express, Discover). Enterprise plans can also pay by invoice.

**Can I switch from monthly to annual billing?**
Yes. Go to **Billing > Subscription** and click **Switch to Annual**. The change takes effect immediately and you receive the annual discount.

**Do you offer refunds?**
We offer a 14-day money-back guarantee on annual plans. Monthly plans can be cancelled at any time — you retain access until the end of the current billing period.

**What happens if my payment fails?**
We retry the payment 3 times over 5 days. You'll receive email notifications. After all retries fail, a 7-day grace period begins. After that, the workspace is downgraded.

**How do I cancel my subscription?**
Go to **Billing > Subscription > Cancel Subscription**. Follow the prompts. Your data is retained for 30 days after cancellation.


## Troubleshooting {#troubleshooting}


**The survey designer isn't loading properly.**
Try clearing your browser cache and refreshing. If the issue persists, try a different browser (Chrome and Firefox are recommended).

**Respondents say they can't submit the survey.**
Check that the survey is **Published** (not in Draft or Paused), that you haven't reached the response limit, and that the collection window (start/end dates) is active.

**The analytics dashboard shows 0 responses but I know there are submissions.**
Check if an approval workflow is enabled — unapproved responses are excluded from analytics. Go to **Responses** and check the status of recent submissions.

**I accidentally deleted a survey. Can it be restored?**
Deleted surveys cannot be restored through the interface. Contact support within 7 days — we may be able to restore from backup.

**The mobile view looks different from desktop.**
The survey is responsive, but complex layouts (matrices, large tables) may appear differently on small screens. Test your survey in mobile preview before publishing.

**How do I contact support?**
Use the in-app chat widget (bottom-right corner), email **support@mquad.org**, or submit a ticket from the Help Center. Enterprise customers have priority phone support.


## Privacy & Security {#privacy--security}


**Is my data encrypted?**
Yes. Data is encrypted at rest (AES-256) and in transit (TLS 1.3). Backups are also encrypted.

**Where is my data stored?**
Data is stored in the region you select during workspace setup: US (Virginia), EU (Frankfurt), or Asia (Singapore).

**Does MQUAD comply with GDPR?**
Yes. MQUAD is GDPR-compliant. Features include data processing agreements, consent management, data export/deletion tools, and 24/7 data portability.

**Are there HIPAA-compliant hosting options?**
Yes, available on Enterprise plans with a signed Business Associate Agreement (BAA).