FAQ's

1) I signed up, but I didn’t get the confirmation email. What should I do?

Check Spam/Junk and search for “Primefold” or “Primefold XI”.
Click Send again on the “Check your inbox” screen.
If it still doesn’t arrive, try signing up with a different email domain or contact support with your email address.

2) Can I use Primefold XI without inviting teammates?

Yes. You can run Primefold XI solo. Inviting teammates is optional and can be done later.

3) I chose the wrong organization type during onboarding. Can I change it later?

Usually this choice is for personalization. If your workspace experience depends on it and you need it changed, contact support and tell us your workspace name and the desired organization type.

4) I’m in the wrong workspace. How do I switch?

Open the workspace dropdown in the left-side panel (near your profile/workspace name) and select the correct workspace.

5) I can’t invite more people—why?

You may have hit your seat limit for your plan, or you may not have permission to invite users.

Check your role (Owner/Admin usually can invite).
If it’s a seat limit, contact Sales/CX to increase seats.

6) What’s the difference between Admin, Member, and Viewer?

Admin: manage workspace + invite others + edit surveys
Member: create/edit surveys and work with insights
Viewer: read-only access (great for stakeholders)

(Exact permissions can vary by rollout—if something looks off, tell support your role + what you expected to do.)

7) My survey is not collecting responses. What’s the most common cause?

Most commonly: the survey is still in Draft.

Open the survey and click Publish Survey.
Then share it via URL, QR code, widget, or Shopify (if enabled).

8) I edited my survey after publishing—will that affect results?

It can. Depending on what changed (questions, options, structure), analysis may shift. Best practice:

Keep changes minimal once responses are coming in.
If you make major changes, consider creating a new survey version for clean comparisons.

9) My completion rate is low—what can I do?

Quick wins:

Shorten the survey (aim for the minimum needed to decide).
Put the most important questions first.
Improve mobile readability in Design.
Add a clear incentive or explain “why this matters”. You can also ask Sunday: “Rewrite this survey to increase completion rate.”

10) Can I test the dashboard before I have real respondents?

Yes—use Generate synthetic responses (for testing). This is useful for demos and checking charts, but it’s not real feedback.

11) Where do I find Reports?

Reports live inside Insight Hubs: Insight Hubs (left sidebar) → select an Insight Hub → Reports → View report.

12) My report looks outdated. How do I update it?

Open the report and click Regenerate to refresh the summary based on the latest available data.

13) I downloaded the report—what format is it, and how is it structured?

Reports export as a PDF, typically organized into multiple pages (good for sharing and archiving).

14) Shopify: Can I embed a survey anywhere in my store?

No—Shopify embedding is supported only on the Thank you / order status page (after checkout). If you want surveys elsewhere, use the URL, QR code, or widget embed options.

15) Shopify: I installed the extension but nothing shows up. What should I check?

Most common fixes:

Confirm the API key is entered correctly in the extension settings.
Ensure you selected a survey in the Primefold XI Shopify integration screen.
Place a test order to reach the Thank you page (it won’t show before checkout). If it still doesn’t work, send support your Shopify store URL + workspace name.

“Still stuck?” — what to include when contacting support

To resolve issues quickly, include:

Your account email
Workspace name
Survey or Insight Hub name
What you expected vs. what happened
Screenshot (if possible)
Browser/device (e.g., Chrome on Mac)