1. Go to the Designer tool online: https://designer.mysurvey.solutions
2. Click FORGOT PASSWORD?
3. Enter your login (account name) or email address into the form field and click RESTORE.
4. Check your email inbox for a new message with a password reset link.

IMPORTANT: The email address here is always the same email address that you’ve used to register.

You can login with the email address that you’ve submitted during registration. Just specify your email address instead of the login in the same field.

You can login with the account name instead, then check with which email address you’ve registered by selecting MANAGE ACCOUNT menu.

You can update the email address associated with your account:

1. Login to the Designer tool online: https://designer.mysurvey.solutions ;
2. Click on your username as displayed in the top-right of the page;
3. Click MANAGE ACCOUNT;
4. Update the email address in the corresponding field;
5. Click CHANGE to save your changes.

Users’ forum is located at https://forum.mysurvey.solutions .

It uses the same accounts as the Designer, so follow the steps for resetting the password in the Designer if you’ve lost access to the users’ forum.

The Android Tester App imports questionnaires from the Designer, so it is using the same accounts as the Designer. Hence, follow the steps for resetting the password in the Designer if you can’t log in to the Tester App.

1. Login to the PDS portal: https://pds.mysurvey.solutions with the Designer credentials.
2. Click on the SERVERS tab.
3. Click on the server name.
4. Select Request password reset from the menu.
5. You will receive a password reset link to your email inbox. Follow the instructions in this email.

Click for more information.

Contact the administrator of that PDS server for assistance. If you don't know who the administrator is, contact the person who has issued you the account credentials in the first place. The new password assigned to the user by the Administrator will need to be reset by that user after the first successful login.

A headquarters user may perform the password reset operation for user accounts of interviewers and supervisors only if that headquarters user is controlling that interviewer (resp. supervisor) in all workspaces that that interviewer (resp. supervisor) has access to. Otherwise only the server administrator may do the password reset for that user.

Contact the administrator of that data collection server for assistance. If you don't know who the administrator is, contact the person who has issued you the account credentials in the first place. The new password assigned to the user by the Administrator will need to be reset by that user after the first successful login.

A headquarters user may perform the password reset operation for user accounts of interviewers and supervisors only if that headquarters user is controlling that interviewer (resp. supervisor) in all workspaces that that interviewer (resp. supervisor) has access to. Otherwise only the server administrator may do the password reset for that user.

Use the command line support tool as described here.

Using this tool requires file-level access to the server. If you don’t have access to the server at the file level (no access to the command-line) contact the person who does. (Typically this is the person who assisted you in installing the Survey Solutions server).

Export data archive password is set up by the server administrator (separately for each workspace). If you are the user of exported data and can’t unpack the data because it requires the password that you don’t know, or the password that you know does not allow the data to be unpacked you need to contact your Survey Solutions Administrator, this must be the person who created an account for you.

In case when you’ve sent an invitation for a respondent to participate in a web-survey and that respondent has accidentally deleted that email:

1. seek through the assignments for mentioning of the respondent’s email address;
2. If the assignment with this email is located, click on the assignment number and in the assignment details you will find both the link (URL) to the assignment page and the password to start it.

Note, that there may exist multiple assignments to the same email address, for example if you are running multiple surveys and the same respondent is a participant in 2 or more of them.

Make sure you are responding to the same email to which the original invitation has been sent or have otherwise reliably identified that the person requesting this password is the intended original respondent.

1. Ask your server’s administrator to reset your account’s password.
2. Verify that it was reset by signing in online. If it is, then you will be asked to create a new password for your account (your own password, different from the one issued to you by the administrator).
3. On the tablet when logging in login with the new password that you’ve selected. Do this for at least 5 times and the login form will display an additional button TRY TO SIGN IN ONLINE. Use this button to let the tablet connect to the server and get updated information on the changed password. The tablet must be connected to the internet at this step.

Click for more information.

The account password information is stored in the database on the server. If this database is restored from a backup then the passwords effective at the moment of the backup will be restored as current. Users not remembering their old passwords will need to utilize the above-listed procedures as appropriate for their role.

A firewall between your tablet and server may be preventing successful communication of the Interviewer App with the server. This has been experienced by several users, see e.g. here.

The recommendations vary by situation, but the general advice is to work with the network administrator to identify the device/program responding instead of Survey Solutions, which happens to be the underlying reason for this problem.

Administrators of the servers in the WB can contact the WB LBADMIN to help detect and troubleshoot this issue.