I'm Having Technical Issues With My Survey - What Should I Do?

We're sorry to hear you're experiencing issues with your survey! Here are some common problems and how to resolve them.

My survey keeps buffering or restarting from the beginning

If your survey is buffering or resetting, please try the following steps:

1. Refresh your browser page and try starting the survey again

2. Clear your browser cache and cookies, then try again

3. Try using a different browser (Chrome, Firefox, or Safari are recommended)

4. Make sure you have a stable internet connection

5. Disable any browser extensions that might be interfering

If the issue persists after trying the above steps, please take a screenshot of the error and contact support.

My survey is not loading or shows a blank page

Try the following: ensure your browser is up to date, try accessing the survey on a different device, and check if the survey link has expired by logging into your account at app.letshighlight.com.

I submitted my survey but did not receive a confirmation

If you did not receive a confirmation after submitting, log into your account and check your study page. If the survey still shows as incomplete, please contact our support team and include your study name and the date you attempted to submit.

I need help understanding the survey instructions

Detailed study instructions can be found within your account by logging in at app.letshighlight.com and clicking on your active study. If you cannot find the instructions or still have questions, please contact support and we will walk you through the process.