All survey campaigns, except anonymous link campaigns, let you configure survey reminders.
Reminders are an effective way to reach out again to contacts who received your survey and did not answer. If reminders are not going out as you expect, check the reasons below.
The contact already responded or opened the survey. Reminders are cancelled automatically the moment a contact responds. If your only condition is "did not open the survey," then opening it also cancels the reminder. This is expected behavior, not a fault.
The campaign is paused. Pending reminders are only sent while the campaign is active (switched ON). If a campaign is turned OFF, its pending reminders are not sent. When you switch it back ON, reminders are created only for newly sent surveys, not for the ones that were pending during the pause.
You have used up your survey credits. Each plan has a daily and monthly survey limit. Once you reach it, new surveys and reminders stop sending until your credits renew. You can check your usage by clicking your profile in the upper-right corner. To add credits, contact sales@retently.com.
The campaign's daily limit was reached. If you still have account credits but reminders stall, check the campaign's Schedule/Trigger settings. Both new surveys and reminders count toward this daily limit, so a very low limit can hold reminders back. Increase or turn off the campaign limit to resolve it.
The contact cannot be delivered to. A reminder is skipped if the contact has bounced, unsubscribed (opted out), been suppressed, or been marked undeliverable. Open the contact and look for a "Bounced" or "Non-deliverable" tag next to their name.
You are trying to set more than one reminder without email setup. A single reminder works with no extra setup. To configure two or more reminders, you first need to verify a custom domain or connect a Google or Microsoft email account to Retently. In-app and inline (website) campaigns are exempt from this requirement.
In-app reminders are not showing. A reminder that uses an in-app template is only delivered while you have at least one active in-app campaign, since that is what loads the in-app survey on your site or app. If your last in-app campaign is off, switch the reminder to an email template or activate an in-app campaign.
You use the Timewarp delivery option. With Timewarp on, reminders are sent within the 10:30am to 5:30pm window in your account's time zone, which can shift the exact send time. See Understanding Reminder Survey Delivery with Timewarp.
For a full overview of how reminders work, see Survey reminders.