Can't find your question below? Reach out to our support team at contact@phonic.ai.
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- Can my participants choose between audio and text responses?
- Why are participants experiencing long audio or video upload times?
- Why can’t I export my data?
- How do I share my data with a colleague and/or client?
- Why am I missing data?
- Why isn’t the Header HTML saving in Qualtrics?
- How do I link my Qualtrics and Phonic data?
- Why are my participants receiving an “Unable to post response” error?
- My project needs to be compliant with GDPR laws. How do I request a Data Processing Agreement?
- How do I change my account log-in?
- I accidentally purchased a yearly plan instead of the monthly plan. How do I get a refund?
- Are credits consumed for each audio question in a survey?
- What happens to my data when I cancel my subscription?
- Can I have more than one question per survey page?
- Where can I find the Phonic survey ID and question ID?
- Can I integrate Phonic with Qualtrics’ offline app?
- Why does my media export contain broken files?
- Why is my media export missing files?
- Why can’t I access the ZIP file for my media export?
- What happens if I go over my monthly response limit?
- How is Sentiment Analysis calculated?
- Why are my transcriptions exporting with non-language characters?
- Can my account be paid for by my organization or institution?
- How do I obtain an invoice and/or receipt for my subscription?
- Why can’t I change the question type in my survey?
- What if my survey language is not supported for transcription?
- How do I change the font of my survey?
- How do I reset my password?
- How do I delete my Phonic account?
- How do I change my subscription?
- Why do I have high survey dropout?
- How do I make a Phonic audio/video response mandatory in Qualtrics?
- Can I add multiple pictures or videos to a question?
- I added my translations but they’re not showing up in the survey Preview? (Business Users only)
- How do I change the audio format with the widget?
- Can participants complete a Phonic survey offline?
- How do I re-direct participants to another website at the end of my survey?
- Can I add a password to my survey?
- How do I add a mic check with the widget?
- How do I change the widget language?
- What time zone is my data in?
- Why can’t I export my data to Google Sheets?
Can my participants choose between audio and text responses?
Yes they can! To give participants a choice between audio and text or video and text, check-off “Backup Text” in question settings. More information about this can be found here.
Why are participants experiencing long audio or video upload times?
Participants may be experiencing long upload times due to:
- Geographic location. Phonic’s infrastructure uses AWS. Proximity to an AWS data centre may impact upload speeds. To see where the closest data centre is to you, click here.
- Internet connection. Participants with poor internet connection will experience slower upload speed.
If your participants are experiencing slow upload speeds, we recommend switching your audio format to MP3 and/or record in a lower bitrate (optional in survey settings).
Why can’t I export my data?
Data exports are only available on paid subscriptions. If you’re on our Free Trial, then this is why you’re unable to export your data! Check out our pricing page, here.
How do I share my data with a colleague and/or client?
Data can be shared in a few different ways.
If you would like to share and collaborate on surveys with your colleagues, reach out to our team at contact@phonic.ai to discuss upgrading to a business subscription.
Why am I missing data?
Missing data in the Phonic dashboard may occur for a few reasons.
- You recently deleted a question from a live survey. Deleting questions from a live survey will effectively remove the data from the Phonic dashboard. Reach out to our team at contact@phonic.ai for data recovery.
- You are out of monthly credits. If you are out of monthly credits, then you must purchase additional credits to view all of the responses in your dashboard.
- You have recently cancelled your subscription. Once you cancel your subscription you will lose access to the data that you’ve collected. To gain access, you can upgrade your subscription.
If you are not missing data for any of the reasons above, reach out to our support team at contact@phonic.ai.
Why isn’t the Header HTML saving in Qualtrics?
If your header HTML isn’t saving in Qualtrics, this is most likely because your current Qualtrics plan does not support custom HTML in the Header. You must be on Qualtrics’ “Advanced” plan to access this feature.
How do I link my Qualtrics and Phonic data?
Phonic will automatically store Qualtrics IDs so long as the attribute responseid="${e://Field/ResponseID}" is included in your HTML code. For more information about this, click here.
Why are my participants receiving an “Unable to post response” error?
Participants might be receiving an “Unable to post response” error for a few different reasons.
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- Poor internet connection resulting in slow upload speeds. If participants have poor internet connection, then the audio upload may time-out and result in this error.
- Incorrect HTML code when using the Phonic widget. The Phonic widget is sensitive to typing errors in your HTML code. This could be an incorrect survey or question ID, a missing end angle bracket (>) or using slanted quotations rather than straight quotations.
- Audio response is too long. If participants are submitting lengthy responses, we recommend switching the recording format to MP3. If using the Phonic widget, audio responses have a limit of 3 minutes. If you require longer responses, you can use version 2.1.7 (click here for more information).
My project needs to be compliant with GDPR laws. How do I request a Data Processing Agreement?
Phonic ensures that you are compliant with GDPR laws. To request a Data Processing Agreement, reach out to our team at contact@phonic.ai.
How do I change my account log-in?
You can change your account log-in credentials in account settings. More information can be found here.
I accidentally purchased a yearly plan instead of the monthly plan. How do I get a refund?
If you require a refund for this purpose, reach out to our team at contact@phonic.ai. Refund requests for yearly plans will be approved so long as the request is within 48 hours of the original upgrade.
Are credits consumed for each audio question in a survey?
Credits are consumed at the survey-level, not the question-level. When a participant begins a Phonic survey, a single credit will be consumed. You can read more about our credit system, here.
What happens to my data when I cancel my subscription?
When you cancel your subscription you will lose access to the data that was previously collected and will not be able to collect any new data or create new surveys. We recommend completing a data export prior to cancelling your subscription. That being said, Phonic will never remove your data from the platform, and it will be accessible if you choose to upgrade again.
Can I have more than one question per survey page?
Unfortunately Phonic does not support multiple questions per page.
Where can I find the Phonic survey ID and question ID?
The Phonic survey ID and question IDs can be found within the survey URL in the dashboard. For more information about where IDs are located, click here.
Can I integrate Phonic with Qualtrics’ offline app?
Unfortunately, Phonic requires an internet connection for responses to be uploaded to our servers and cannot be used offline.
Why does my media export contain broken files?
This is most likely occurring because your export is greater than 1GB. Large media exports cannot be exported through the app, and need to go through the API. For more information about this, click here.
Why is my media export missing files?
This is most likely occurring because your export is greater than 1GB. Large media exports cannot be exported through the app, and need to go through the API. For more information about this, click here.
Why can’t I access the ZIP file for my media export?
Some company firewalls block email downloads. If you are running into issues accessing your Phonic export, we recommend completing a direct download via our API. More information about this can be found here.
What happens if I go over my monthly response limit?
If you go over your monthly credit limit your surveys will continue to collect data, but your survey responses will be locked until more credits are purchased. Users on monthly subscriptions can flexibly add more credits to their monthly plan. Users on annual subscriptions must contact our support team at contact@phonic.ai.
How is Sentiment Analysis calculated?
Phonic’s sentiment analysis considers context and tonal elements. For more information on our multi-modal sentiment analysis, click here.
Why are my transcriptions exporting with non-language characters?
Languages that are not written using the Latin Alphabet may be exported in random characters. More information on how to appropriately export these transcriptions can be found here.
Can my account be paid for by my organization or institution?
Absolutely! We can send an invoice for your subscription to anyone within your organization or institution to be paid by credit card or ACH. Please reach out to us at contact@phonic.ai with the payee’s details (name, email, business address) and the email associated with your Phonic account.
How do I obtain an invoice and/or receipt for my subscription?
Receipts can be downloaded in Phonic’s billing portal (navigated from Settings). If you do not see receipts for your transactions, reach out to our team at contact@phonic.ai.
Why can’t I change the question type in my survey?
If you cannot change the question type in your survey, it is most likely because the survey has previously been published! Once a survey has been published, you can no longer change the question type. We do this to avoid accidental data loss. If you would like to change the question type, but want to preserve the data that has already been collected, we recommend duplicating your survey. This will create a new version, and you will then be able to make the required changes. Alternatively, you can delete the old question and add a new question, however all data collected from the old question will be inaccessible once it is removed.
What if my survey language is not supported for transcription?
Unfortunately if your language is not supported for transcription, then automatic transcription is not available. Audio can still be collected in Phonic and exported for transcription by a transcription service.
How do I change the font of my survey?
To change the font of your survey you can either choose to from our fonts in survey settings, or use custom HTML. Custom HTML can be added directly into the question text editor. To learn more about this, click here.
How do I reset my password?
The best way to change your password is to do a full password reset. You can do this by logging out of your account, heading over to the sign-in page, and then clicking "forgot password".
How do I delete my Phonic account?
Your Phonic account can be deleted by request. Reach out to contact@phonic.ai to request account removal.
How do I change my subscription?
You can easily upgrade or downgrade your subscription on Phonic’s in-app pricing page, here. To cancel your subscription, go to your account settings and click “Cancel Plan” under Billing. More information about upgrading and downgrading can be found here.
Why do I have high survey dropout?
Audio and video surveys typically have higher survey dropout than traditional quantitative surveys. Participants may be uncomfortable, in crowded spaces, or not have the appropriate equipment (e.g., a computer without a microphone). To avoid high dropout, ensure that participants are aware that they will be asked to audio or video record responses. Alternatively, you can give participants the option of responding with Text.
How do I make a Phonic audio/video response mandatory in Qualtrics?
To make an audio or video response mandatory in Qualtrics, add the attribute platform=”qualtrics” to your HTML code. For more information on this, click here.
Can I add multiple pictures or videos to a question?
Absolutely! You can achieve this by adding your media through our HTML editor. For more information about this, click here.
I added my translations but they’re not showing up in the survey Preview? (Business Users only)
Survey translations must match the original text exactly. If your survey translations are not showing up in survey preview then it is likely that there are errors in the original text in the translations file.
How do I change the audio format with the widget?
The audio format can be changed by adding a line of code to your HTML. For more information on this, click here.
Can participants complete a Phonic survey offline?
Phonic requires an internet connection to upload responses to our servers and cannot be used offline.
How do I re-direct participants to another website at the end of my survey?
You can easily re-direct participants at the end of your survey by adding Completion links in survey settings. More information about this, here.
Can I add a password to my survey?
While Phonic does not have a survey password setting or question time, you can add a password using a Text Box question and survey logic. More information can be found here.
How do I add a mic check with the widget?
You can add a microphone/web browser check by adding an extra question to your skeleton survey, and including the mic check attribute in your HTML. For more information on this, click here.
How do I change the widget language?
You can change the widget language by adding some additional HTML. For more information on how to do this, click here.
What time zone is my data in?
Phonic data is stored in UTC. When data is exported to a CSV, the timezone shown will be in UTC.
Why can’t I export my data to Google Sheets?
Exporting to Google Sheets is a Business subscription feature. If you’re interested in unlocking this feature, get in touch with our team at contact@phonic.ai.