Run the study · Administrator

Resolve missing invitations or verification emails

Check the address, recipient filters, opt-out status, and organizational mail filtering before resending.

Updated October 12, 2026

Screenshots illustrate the controls below. Layouts and labels may vary with your survey configuration. Select an image or “View full size” to open it in a new tab.

Administrator checks

Confirm the person’s email address and the group assigned to the survey.
Check the Email Survey recipient filters, including progress and language.
Check email opt-out status. A suppressed address will not receive routine survey mail.
Inspect Email History for the intended send.
Send a test to a mailbox you control and inspect the message.
Ask the participant to check junk, spam, quarantine, and organizational mail filtering.
If the issue persists, provide Calibrum with the survey identifier, send time, recipient domain, and any bounce or error message.

Help participants locate the message

Survey invitations may display the study administrator’s name while coming from a Calibrum sending address. The guide documents info@calibrum.com and support@calibrum.com. Ask institutional IT to allow legitimate Surveylet messages if they are being quarantined.

Resend the participant’s own link through the approved study channel if needed. Never resolve an access issue by sending them another participant’s invitation.

Email verification

Administrator verification codes go to the email address registered for that administrator. Confirm you are checking the correct mailbox, review junk filtering, and use the current code requested by the login flow. Contact Calibrum if access cannot be restored. Do not share the code with another person.

More screenshots and examples (1)

Review the verification details when investigating an address that cannot receive survey email. View full size (opens in a new tab)

Detailed instructions: Panelists are not receiving my emails.

There are multiple ways to get the emails to your panelists.

1) Create one single group and add all these panelists as members of that group and send the email to that group from the EMAIL SURVEY page (select this group for the "To" field). When email is sent, each panelist will receive their own separate emails (there won't be any group emails sent out).

Panelists are not receiving my emails. — configuration example

2) Go to EMAIL SURVEY page and use the "Recipient Progress Filter" dropdown to filter recipients. I would probably use the first option as shown below as these people didn't log on to the system so their progress is NULL. If they logged on but didn't fill out any questions, then their progress is zero.

3) Go to VIEW RESPONSES and use the CHAT icon to chat with each panelist individually.

4) Get the Survey URL from SURVEY SETTINGS > SURVEY ACCESS page and send all these panelists the same link from your own personal/corporate email client (not Surveylet's). This option is your last resort and use it in case those people are not getting our Surveylet emails due to some configurations of their firewall which may prohibit it. You can test your Surveylet email spam score by sending to the email displayed on mail-tester.com to see their spam score which most likely will be 10/10 as we have the highest safest grade, but unfortunately we can't control the individual company email filters.

Common questions

Can an administrator reverse a participant opt-out?

The documented workflow requires the participant to request reinstatement from the opted-out email address. Contact Calibrum rather than bypassing the suppression with a duplicate user.

Need help with a specific survey? Participants should contact their study team. Administrators can contact Calibrum.

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