# Troubleshooting

Fix common Pristo CX problems with signing in, questionnaires, sending, responses, dashboards, alerts and the API, and learn what to send to support.

This page lists the most common problems in Pristo CX, grouped by area, each with a short answer and a link to the page that explains it. If no answer helps, contact Pristo support from the question mark icon in the app's header, as described in [Before you contact support](#before-you-contact-support).

## Signing in

**Pristo CX says Username or password are not correct.** The email address or the password is wrong. Select **Forgot password?** on the sign-in page, and follow the link in the email to create a new password. See [Secure your Pristo CX sign-in](https://docs.pristo.io/cx/account/security).

**Pristo CX says Your user is locked, please wait.** Too many failed attempts locked your user for a while. Wait and try again, or create a new password with **Forgot password?**. A repeated lockout can last longer than the first one. See [Secure your Pristo CX sign-in](https://docs.pristo.io/cx/account/security).

**The password reset link says Your time for reset password is over.** The link works for a limited time only. Select **Forgot password?** again to get a new one.

**The invitation link says the invitation is not found.** The invitation no longer exists, for example because an account admin deleted it. Ask an account admin to invite you again. See [Invite users](https://docs.pristo.io/cx/users/invite-users).

**The app shows You have no program access yet.** You have a role but no program yet. Ask an account admin to give you a program. See [Roles and permissions](https://docs.pristo.io/cx/users/roles-and-permissions).

## Questionnaires and the form builder

**Management is missing from the main menu.** Only account admins and program admins see it. Ask an account admin to change your role. See [Roles and permissions](https://docs.pristo.io/cx/users/roles-and-permissions).

**An upgrade message opens instead of the new questionnaire dialog.** You reached your plan's questionnaire limit. See [Create a questionnaire](https://docs.pristo.io/cx/questionnaires/create-a-questionnaire).

**Publish is grey and shows a warning icon.** The questionnaire has errors. Open **issues** in the form builder and fix them. See [Publish a questionnaire](https://docs.pristo.io/cx/form-builder/publish-and-versions).

**Respondents can't open the questionnaire.** Sharing is paused on the **Share** tab, the additional link is turned off, the link expired, or the questionnaire reached your plan's response limit. See [How respondents answer a questionnaire](https://docs.pristo.io/cx/respondents/answer-a-questionnaire).

**Respondents on phones can't choose another language.** The language button is hidden on phone-sized screens. See [Translate a questionnaire](https://docs.pristo.io/cx/form-builder/translate-a-questionnaire).

**A respondent sees Already submitted.** The response was already finished, for example in another browser tab, and its answers can no longer change. See [How respondents answer a questionnaire](https://docs.pristo.io/cx/respondents/answer-a-questionnaire).

**A question is missing in the preview.** A show condition hides it until earlier answers make the condition true. See [Preview a questionnaire](https://docs.pristo.io/cx/form-builder/preview).

## Sending

**Distributions is missing under Management.** The page appears on the Pro plan. See the [distributions overview](https://docs.pristo.io/cx/distributions/overview).

**Email can't be selected as the channel.** Email needs a verified sending domain and a sending address for the account. An account admin sets them up under **Distribution channels**. See [Send email from your own domain](https://docs.pristo.io/cx/account/email-domain).

**The distribution still shows Inactive.** New distributions are saved inactive. Select **Activate** in the menu at the end of its row. See [Send a one-time distribution](https://docs.pristo.io/cx/distributions/one-time-delivery).

**Some contacts did not receive the questionnaire.** They unsubscribed, are inactive, have no usable phone number or email address, fall outside the segment, or a distribution rule left them out. SMS reaches only Israeli mobile numbers. See the [distributions overview](https://docs.pristo.io/cx/distributions/overview).

**A respondent says the link expired.** The distribution's link expiry passed. Choose a longer expiry under **Distribution Rules** in the next distribution. See [Create a distribution](https://docs.pristo.io/cx/distributions/create-a-distribution).

**A contact unsubscribed by mistake.** The contact can open the unsubscribe link in the same message again and select the button to subscribe again. See [How respondents answer a questionnaire](https://docs.pristo.io/cx/respondents/answer-a-questionnaire#unsubscribing-from-sms-and-email).

**No questionnaire was sent after an activity.** Check that the distribution is active and selects the activity's event type, and that the contact can receive it. See [Send surveys after events](https://docs.pristo.io/cx/distributions/event-based).

## Responses and exports

**The responses table is empty.** No response matches the filters. Choose **See all**, clear the state and empty the search box. See [View responses](https://docs.pristo.io/cx/responses/view-responses).

**A response shows a lock and doesn't open.** The questionnaire has more responses than your plan allows. An account admin can upgrade the plan.

**A response was deleted by mistake.** Deleted responses stay in **Trash** on the **Responses** page for 30 days. An account admin or a program admin can select **Restore** there. See [View responses](https://docs.pristo.io/cx/responses/view-responses).

**An in-progress response is missing from the export.** Exports include only responses that reached an exit point. See [Export responses](https://docs.pristo.io/cx/responses/export-responses).

**A new export can't start.** The account already has 5 exports in progress. Wait for one to finish.

## Dashboards and alerts

**A program user can't see a dashboard.** Program users see only published dashboards where they are a viewer. An admin adds them under **Viewers**. See [Share a dashboard](https://docs.pristo.io/cx/dashboards/share-a-dashboard).

**The text analysis widgets are unavailable.** They need **Insights**, which is on the Pro plan, and an open question set up for analysis. See [Set up Insights](https://docs.pristo.io/cx/insights/set-up-insights).

**A dashboard can't be published.** A widget has configuration errors, such as a missing source questionnaire. The editor highlights it. See the [dashboards overview](https://docs.pristo.io/cx/dashboards/overview).

**I can't create alert rules.** Only account admins and program admins see **Alert configurations** under **Management**. See [Set up alerts](https://docs.pristo.io/cx/alerts/configure-alerts).

**A colleague doesn't get alert emails.** An alert rule emails only active users who can open its program and have verified their email address. See [Manage who can use a program](https://docs.pristo.io/cx/users/program-users).

**An alert shows Response deleted.** Someone deleted the alert's response. An admin can restore it from the trash on the **Responses** page within 30 days. See [Handle alerts](https://docs.pristo.io/cx/alerts/handle-alerts).

## The API

**Every request returns 401.** The `X-API-Key` header is missing, the key is wrong, or the key was deactivated or deleted. See [Authenticate with an API key](https://docs.pristo.io/cx/api/authentication).

**A request returns 400 with `Value is invalid`.** The header value is shorter than 24 characters. Copy the whole key again. See [API errors](https://docs.pristo.io/cx/api/errors).

**The API returned 200, but no survey was sent.** The event type, the contact's channel details or a distribution filter did not match. See [Send an event](https://docs.pristo.io/cx/api/send-an-event).

**A generated link opens, but not the questionnaire.** The questionnaire isn't published, or its sharing is paused. See [Generate a survey link](https://docs.pristo.io/cx/api/generate-a-survey-link).

## Before you contact support

1. Check the page that the answer above links to, and try its steps again.

2. Write down what support needs: the account, the program, the questionnaire or distribution, the date and time with your time zone, what you did and the exact error message.

3. In Pristo CX, select the question mark icon in the header, then select **Contact us**.

4. Type the details in the box and select **Send**.

The form then shows a thank-you message. Pristo receives your message together with the email address you sign in with.

- A message holds up to 250 characters of text, with no attachments. Keep to the details in step 2.
- The question mark icon is in the header of the app and of its settings pages, also for users who have no program yet.
- If you can't sign in, use the [Pristo contact page](https://www.pristo.io/contact).

## Related

- [Navigate the Pristo CX app](https://docs.pristo.io/cx/get-started/navigate-the-app)
- [Roles and permissions](https://docs.pristo.io/cx/users/roles-and-permissions)
- [Glossary](https://docs.pristo.io/cx/glossary)