Questions and answers
Short answers to the questions people ask most. Can’t find yours? Search at the top of the page.
Respondents
Does joining cost anything?
No. Joining and answering are free. WhatsApp uses a little data; the SMS survey page is very small.
Why did a survey end after a few questions?
The first questions check whether the survey is for you, or the group you are in is already full. Some surveys pay a small amount even then.
Why is my payment on hold?
A person at SmartSurv checks some payments before they are sent. If everything is fine, you are paid.
How do I stop all surveys?
Reply STOP on WhatsApp or SMS, or use “Stop sending me surveys” on the survey page.
Will SmartSurv ask for my PIN?
Never. SmartSurv never asks for your Mobile Money PIN or a password. Only sign in on the real My SmartSurv page.
Which countries can join?
Ghana, Nigeria, Kenya and Côte d’Ivoire.
Clients and agencies
Can analysts change surveys?
No. Analysts are read-only. Ask a client admin.
Why is a group shown as “too few”?
Groups under 30 people are always hidden, to protect respondents and avoid misleading percentages.
Is the AI making up numbers?
No. Every number is computed from your responses. The AI only puts them into words, and sentences whose numbers don’t match are replaced. The AI settings are managed by SmartSurv.
Do clients ever see respondents’ phone numbers?
No. Phones are masked everywhere, and exports and webhooks carry no phone numbers or names.
What is the difference between the wallet and billing?
The incentive wallet pays your respondents. Billing is SmartSurv’s own fees for your plan and usage. They never pay each other.
How do I add money to the wallet?
Pay online in the new-survey wizard’s Quote & pay step, or pay by bank transfer and ask SmartSurv operations to record the top-up.
Why can’t I launch my survey?
The launch checks list the problem: no questions, broken branching, not enough in the wallet, a WhatsApp survey without an approved template, or an unpaid account.
How do I change my password?
Click your name at the top right of the console, then Change password. Type your current password and the new one twice (at least 12 characters). You stay signed in; your other devices are signed out. On a phone: open the menu (☰) and press the key button next to your name.
I forgot my password.
Ask a client admin on your team: Settings → Team, the key button in your row. SmartSurv operations can do it too. The shared demo logins can’t be changed.
I lost an API key.
Revoke it in Settings → Developers and create a new one. Keys are only shown once.
How do I become an agency partner?
Contact SmartSurv. SmartSurv operations switches your account to an agency.
SmartSurv team
Who can open Settings → Connections?
Only super operators. Another super operator can give super access in Settings → Team, column Connections.
Why does saving a connection ask for my password?
Connections hold the keys to SmartSurv’s outside accounts. Asking for your password again stops someone using an unattended screen.
A payout is “unknown”. Should I retry it?
Press Check again. SmartSurv asks the provider first, so a respondent is never paid twice.
Something technical is broken.
Ask SmartSurv operations’ technical team. The training doesn’t cover servers or settings files.