FAQs: Account management
Frequently asked questions. Click on any question to see the answer.
Managing your personal log-in
MPL02 I've forgotten my password. How do I retrieve it?
There are two ways to retrieve a forgotten password. Ask your Account Manager, who has a facility to send you an email with your details in it, although without them viewing your password details. Alternatively, click on the "Forgotten your password?" link on the log-in pop-up. You will need to enter either your user name or your email address, and we will send you an email with a link to reset your password.
MPL03 How do I change my password?
Log-in to Demographix. Click on the My Account menu in the blue ribbon at top right. Choose "My Details" and the "Edit your details" pop-up will appear. Click the "Change password" option at bottom, and enter your new password details twice, then click the SAVE CHANGES button. Our system will automatically send a confirmation email to you. NOTE: Your password must be at least 8 characters in length, and contain at least three of the following: uppercase letters, lowercase letters, numbers, symbols (but NOT % ( ) or ; ). For help with password strength, click on the orange question mark icon shown at right.
MPL04 How do I change my contact details?
Log-in to Demographix. Click on the My Account menu in the blue ribbon at top right. Choose "My Details" and the "Edit your details" pop-up will appear. Make your changes and click the SAVE CHANGES button. Our system will automatically send a confirmation email to you. NOTE: Please bear in mind that the phone number you enter is the one we will use if we need to contact you (in particular for Helpdesk support). A direct line number is always preferable to a general switchboard number. If you are outside the UK, please include an international dialling code.
MPL05 How do I use the Helpdesk to submit a help ticket?
Log-in to Demographix. Click on the orange HELPDESK icon in the bottom left-hand corner of the screen. A pop-up Helpdesk interface will appear. Click on "Submit a Question", and check that your contact phone number and email address are up-to-date, as we will use these to get back to you. Give a brief overview of the issue/question in the Subject line, and the full name of the survey referred to (if a specific survey is being referenced) in the Survey name field. If it is a question that is not specific to one survey, leave this field blank. Then outline the issue in the Question field. Click "Submit Issue". Your Helpdesk tickets are available to you under the "My Questions" link. When we respond to your issue, we'll send you an email, and you can view the response by clicking on "My Questions".
Managing the users in your account
MUA01 Do you have an overview of the difference between log-in types?
There are FIVE types of account holder. The Account Holder has a full overview of all surveys, users and panels in the account, and full access to all toolsets. But this is the only log-in that has the ability to DELETE logins or surveys/data. A Full User has all of the same access and permissions as an Account Holder EXCEPT the ability to delete any user logins, surveys or data. A Creator has the ability to create surveys and give access permissions to them, but they cannot see all the surveys in the account - only the ones they create or have been given permission to access. Colleague and Client logins are only able to access surveys that one of the three above logins give them permission to access. There is a separate FAQs below for these last two logins. To see a chart of the difference between logins, click on the following link: Permissions Table for Log-Ins
MUA02 What are the basic differences between a colleague and client account?
Colleague log-ins are users who can help an Account Holder, Full User or Creator to build a survey or analyse data. Your account can have as many colleague log-ins as you want. You can give permission for colleagues to access individual surveys, and can specify for each one whether they can: Edit the survey, Preview the survey, Check response rates, Analyse data, and Download raw data. When colleagues log-in they can see only the surveys they have been given permission to view, and can do only the actions specified. Client log-ins are for external users (outside your company, such as clients or consultants) to view the analysis of the responses that have been collected. You can specify which sections of data they can see in specific surveys, such as the responses to individual questions, or filtered data from a survey. To see a chart of the difference between logins, click on the following link: Permissions Table for Log-Ins
MUA03 How do I download a full list of user log-ins for my account?
Available to Account Holders and Full Users only: Log-in to Demographix. Click on the Manage menu in the blue ribbon at top right. Select the "Manage Users" option, and a Manage All Users tool will appear. All the users in your account are listed under the different status tabs. At top right are three icons: the "Batch delete users" let's you delete logins for one or more users; the Add New User lets you create a login; and the Excel icon lets you download a full list of users. If you click on any user on any tab the user details will be shown. Here you are given two icons that allow you to: "Send password reset link" or "Change status" of the user login.
MUA04 How do I create a new log-in for the account?
Available to Account Holders and Full Users only: Log-in to Demographix. Click on the Manage menu in the blue ribbon at top right. Select the "Manage Users" option, and a Manage All Users tool will appear. All the users in your account are listed under the different status tabs. At top right there are three icons: the middle one allows you to "Add New User". You will be asked to choose a login type and give full contact details for the new user (remember a driect line phone number is preferable). You also must specify who gets sent a notification email after the login has been created. Then click the Create new user log-in button.
MUA05 How do I delete a log-in from the account?
Available to Account Holders and Full Users only: Log-in to Demographix. Click on the Manage menu in the blue ribbon at top right. Select the "Manage Users" option, and a Manage All Users tool will appear. All the users in your account are listed under the different status tabs. At top right there are three icons: the first one allows you to "Batch Delete Users". Click on this and tick boxes will appear for each user listed. Tick the login/s you want to delete and then click the Delete X button at top. A confirmation alert asks you to confirm your action. NOTE: If you wish to "undelete" a login, open their details in the Deleted tab and use the second icon shown to reinstate them.
MUA06 How do I upgrade or downgrade the status of a log-in or a group of log-ins?
Available to Account Holders and Full Users only: Log-in to Demographix. Click on the Manage menu in the blue ribbon at top right. Select the "Manage Users" option, and a Manage All Users tool will appear. All the user logins in your account are listed under the different status tabs. This is listed in alphabetical order, but click on any column to rearrange the order. Click on any row to access a pop-up with information about that user (showing tabs with Details, Permissions, and Recent Surveys worked on). If you wish to change the status of this user, click on the orange icon in the Category row. A dropdown will appear allowing you to select a new log-in status or to delete the log-in. A confirmation tick box will appear if you are deleting a log-in OR if you are downgrading a log-in (say from Creator to Colleague) and you need to specify if their current access permissions should be transferred to the lower level. Once you have done this, click the Continue button.
MUA07 Can I have several departments create their own surveys, but without other users seeing them?
Yes, the Account Holder can manage an account so that department heads are given Creator log-ins. They can then create and manage their surveys for their department, and they can only see the surveys they create (or surveys such as templates that the Account Holder gives them permission to view). Department Creators could also allow colleague log-ins from their department (created by the Account Holder) to help build or analyse their surveys.
MUA08 When creating a new user log-in, can I send my own welcome text with the email containing the username and password details?
Available to Account Holders and Full Users only: Yes, it is possible to do this. At the bottom of the "Add New Log-in" pop-up tool, you will notice three options for sending emails with the new user's details. Untick the first option, "Email address above", and tick the "You" option so that the email is sent to your address. When the email arrives, you can forward the login details to the new user, and append your own message or attachments to that email.
Using survey access permissions
SAP01 Who can I grant survey access permissions to?
If you are an Account Holder or Full User, you can grant permissions to all other users for all surveys. If you are a Creator, you can grant permissions to surveys you have created (but not surveys you have been given access to) to all other colleague and client users. Colleague and client log-ins cannot grant permissions.
SAP02 What survey permissions can I grant to other users?
Permissions that you can grant to Colleagues are: Edit the survey, Change Appearance, Preview the survey, Check statistics, Analyse data, and Download raw data. The only permissions that you can grant to Clients are data access options (Allow crosstab and View individual responses) globally for the survey, and permission to use these tools on specified questions in your survey.
SAP03 How do I grant survey permissions to other users?
There are several ways to do this:
1. Click on the Permissions link in the Available Actions menu.
2. Go to the Summary Tab within Survey Properties and choose PERMISSIONS.
3. Click on the Survey Permissions icon on the Survey Toolbar.
Any of these will activate the "Manage Survey Permissions" tool, which shows an Overview tab showing who has got permissions for this survey already, and the Colleague and Client tabs where permissions can be granted to other users.
SAP04 How can I see what permissions a user has?
Available to Account Holders and Full Users only: Activate the "Manage Survey Permissions" tool, which shows an Overview tab showing who has got permissions for this survey already, and the Colleague and Client tabs where permissions can be granted to other users. Select the user log-in from the relevant drop-down list, and tick the permissions you wish to grant. Then click SAVE CHANGES button. The Overview should be updated immediately.
SAP05 What happens to a Full User or Creator's permissions if I change their status to Colleague?
The system allows you to transfer a set of full permissions for surveys created by a Full User or Creator if you are changing their status to Colleague. To transfer, click the Manage Users option from the Manage menu to access the "Manage All Users" tool. Click on the User name to raise their details, and click on the "Change status" icon in the category row. If you choose Colleague, a "Transfer existing survey access" option will be shown. Tick this and then the Continue button.