Learn about making changes to your account settings, how to upgrade your account, and how to contact our Support team.
Articles
Log In to Your Account
You can access the Alchemer login page at https://app.alchemer.com/login/. You will log in with the email address/password combination that you signed up with.
Trial/Demo Account Features and Limitations
Haven't quite made up your mind on whether you want to pay for survey software? Give Alchemer a test drive with a 7 Day Trial. To sign up for a trial, visit www.alchemer.com.
What happens when my free trial expires?
When a Alchemer trial expires, your surveys and any collected data are stored. We'll even continue collecting data if you shared surveys with respondents while your trial was active.
Switch Your Trial to a Different License to Checkout Additional Features
Throughout the 7 days of your trial you'll have the option to switch to trial one of the other licenses in the top navigation bar to the left of the Active Account button.
Free Account Features and Limitations
We designed a free survey tool that is more similar to other entry level products – but still more generous than the competition. This tutorial will cover the high-level limitations of the SurveyGi
Reactivate a Formerly Paid Account
If you previously had a paid account, downgraded to a Free Plan, and now want to re-access your closed/archived surveys, follow the below steps.
Upgrade Your Account
If you find yourself needing more features, you can always upgrade your Alchemer License. The steps to do so are a bit different depending on your account type. Select your account type below for
Downgrade or Cancel Your Account
Looking to cancel, downgrade, or delete your account? The steps to do so are a bit different depending on your account type. Select your account type below for more info.
Having trouble logging in?
Are you having trouble logging in? There are a couple of scenarios that might cause log in trouble. You forgot your password If you have forgotten your Alchemer login password, you can reset your password via the login screen at: https://app.alc...
How do I change my login email address?
To change your login email address go to Account > My Preferences > General.
Multiple Accounts With Same Email Address
If you have accounts hosted across Alchemer's various data centers (US, EU, CA), chances are that you use the same email address to log in to those accounts.
Log In Using Social Media Account
In order to log in to Alchemer with the Google account that you signed up with, navigate to the login page and select the Or log in with Google option.
Why am I getting a "That email address is already in use" error?
Both when signing up for a new Alchemer account and when adding users to a multi-user account you may run into the below error message telling you "that email address is already in use."
How do I reset my password?
If you need to change your Alchemer password, click Account > My Preferences. Then click the Reset Password button. A password reset link will be sent to the email address you see in this window.
Why am I not receiving my password reset emails?
If you are not receiving password reset emails, you may need to whitelist Mandrill, the email service provider we use to send these emails.
Set Up a Private Domain
Private domains allow you to fully brand your survey links removing any reference to Alchemer. A private domain is set up jointly by your IT department and Alchemer. Your IT department creates
Set Up a Secure Private Domain
In order to create a secure link that uses your private domain, you'll need to set up your SSL certificate within Alchemer.
Force All Surveys to Use Private Domains
If you set up a private domain for your Alchemer account, you may want to ensure that only that domain is used in all survey links. This is particularly useful in Team & Enterprise Accounts as man
Set Up a Branded Subdomain
Branded Subdomains allow you to add your brand to your survey link, for example, http://yourcompany.sgizmo.com/s3/survey-name. These Branded Subdomains will have a slightly different format depen...
Password Security Settings
We know that often the data our customers collect is highly sensitive and requires the utmost security. While for others, super-stringent security is not only unnecessary but also a nuisance.
Automatically Disable Users in Your Account
Account Administrators on multi-user accounts have the option to automatically disable users on their account that have been inactive for a specified amount of time.
Single Sign-On (SSO) for Authenticating Alchemer Users
When security is of paramount importance, organizations will set up an Identity Provider (IdP) to manage all logins for all users. This allows IT professionals at the organization to control...
Single Sign-On (SSO) for Authenticating Survey Respondents
Are you already using an Identity Provider (IdP) to manage logins and access to the various systems your users need to access? If so, you can now include Alchemer as a Service Provider (SP) as par
Multi-Factor Authentication
When you enable multi-factor authentication, in addition to providing their email address and password upon login, users will authenticate via a compatible Google Authenticator App.
Master and Sub Accounts
Sub-accounts are available as an add-on. If you are interested in the Sub-accounts, please contact us for additional information. Sub-accounts are typically used for one of two reasons...
System Requirements for Using Alchemer
Using an outdated browser, specifically a browser that does not support TLS (Transport Socket Layer) 1.2, exposes you to security flaws that put you, your data, and our system at risk.
Customize Your Account Time Zone
For US accounts your default account time zone will be set to the New York time zone or EST/EDT (GMT -5/GMT -4). For EU accounts your default time zone will be set to Abidjan (GMT).
Change Alchemer Account Administrator to New Email
After personnel changes within your organization, you may need to change the account administrator to a new email. If the current account administrator is still at the organization the easiest way to achieve this would be to have them log in and ch...
Turn HTML Editor On or Off in Text Fields and Question Titles
Your Alchemer surveys are really just HTML web pages, and being HTML web pages, any formatting you want to apply must be done in the appropriate web languages (HTML and CSS).
Alchemer Support
When contacting Alchemer Support you'll most likely want to grant support access to the support team to log into your account. Doing so in advance will save potential back-and-forth.
Grant Account Access to the Alchemer Support Team
At times, you may need to contact Alchemer's Support Team with a question or a survey-related issue. Certain issues may require the Support Hero that you are working with to access your account an
View Your Existing Requests
On March 15th, the Alchemer Support Team transitioned to Salesforce Service Cloud and Live Agent tools for providing email support. While there are a number of improvements that Salesforce has provided us to keep giving great support, upon initial ...
Why am I receiving a "There are currently multiple sessions logged in with this username and password" error message when I log in?
Are you seeing the below message about multiple sessions? Wondering why you are receiving this? Alchemer does not support multiple sessions for the same login credentials. The above error message will be shown if you share login credentials with...
Create a Custom Survey Not Found Page
In the event that a respondent incorrectly types a survey link in to their browser or perhaps does not copy and paste the entire survey link into the browser, a Survey Not Found Page will be displaye
How do I know what license/plan I have?
In Alchemer Enterprise your license type determines the features you have access to in the application. Similarly, in Alchemer CE your plan type determines the features you can access.
Set Up a Data Retention Policy
Within Alchemer, the Data Retention Policy (DRP) Settings allow Account Administrators to specify how long you wish to retain survey responses.
Verify Your Sign-Up Email Address
When you sign up for a Alchemer | Consumer Edition trial account, you will need to verify your email address before you can begin to collect response data.
How to Update your SSO Configuration
There are three actions that are needed to successfully update an SSO integration. Via Integrations > Data Connectors > Single Sign-on (Account), select the Login Domain in the Alchemer integration to app.alchemer.com, app.alc...