What should I do if my participant, or other survey respondent, says they did not receive an email with a survey link?
- Christopher Sorensen
If the survey was sent by Automated Survey Invitation, Participant List, or directly from the record, first check the Survey Invitation Log. If the survey was sent via Alerts & Notifications, first check the Notification Log depending how the survey was delivered. To check the Survey Invitation Log: 1) Click Survey Distribution Tools on the left menu, 2) Survey Invitation Log tab, 3) View past Invitations button, 4) try to find invitation in list based on the Invitation send time, Participant Email, Record ID, etc. You may need to 5) sort by date to get the most recent to appear or use other filter such as 6) Survey Record filter.
If the invitation appears in the Survey Invitation Log but the participant did not receive it, please ask them to check their junk, spam, or other similar folder. If they do not see if there, please submit a ticket and we can see if the email domain (e.g., Gmail) accepted the email invitation from REDCap.
These are the only methods that can be completed on our side to determine if the email was delivered. If the email cannot be found by the participant even after confirming it is in the invitation log and the email domain accepted the email, you will need to manually resend the link to the survey. This can be done by either pasting the information from the invite into an Outlook email or resending through REDCap, if you are able. We recommend you document the process you used in a master log or other document in case of future study audit.