[Solved] Action is not working


I have set up an action on my Pre-Session Check-in survey so that clients can receive a copy. A few clients have reported that even though they entered their email and the survey says it was sent — they have not received it. It is not in their spam folder.


Can you help troubleshoot this?


Rachel Grant242532 asked

    Best answer


    I can’t seem to fine an email or contact number to reach them directly. Do you have that info?

    Rachel Grant242532 answered
      • Hi Rachel,

        It looks like you are currently working with a Basic level account, which does not come with phone, email, or chat support.

        I do want to help solve your problem though, so I’ll go ahead and make a ticket for you with our support staff. Someone will be reaching out to you soon!

        Let me know if there is anything else I can do to help.

        Taylor Morgan
        Survey Mermaid – Manager of Customer Service



      Thank you! I will do that.

      Rachel Grant242532 answered

        Your best bet may be to contact SurveyGizmo and ask them for email logs. They’ve been able to provide these to me in the past, showing when emails were sent and what the status was (so you can see if they were actually delivered or blocked for some reason).

        Alexander Raymond answered


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