Frequently Asked Questions - MQUAD User Manual

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

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

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

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

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

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

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).