Qualtrics: Troubleshooting Bulk Emails

Occasionally, there may be issues encountered when sending out bulk surveys through Qualtrics. It is possible to troubleshoot individual unsent or bounced emails when distributing a Qualtrics survey in bulk through the Distributions tab.

To Troubleshoot Undelivered Bulk Emails in Qualtrics:

1. Navigate to http://lsu.qualtrics.com and login with your LSU ID and password.
    
2. Navigate to the survey you want to troubleshoot distributions and choose the Distributions tab.
    
3. Follow the instructions in the Qualtrics article to Download Distribution History.
    

4. Identify the status and email for any undelivered or bounced emails via the following article: Distribution Statuses
    

Further Information on Bulk Emails in Qualtrics

Qualtrics has established that there are per-user and per-brand limits that cannot be altered except in extenuating circumstances. These limits are as follows:

User Limit: 25,000 weekly

Brand Limit: 300,000 weekly

Due to this issue, you may occasionally receive a notification that either you or the brand (LSU) have reached the limit set by Qualtrics and may not send further emails until the following week. To work around this issue, please send further emails via Outlook as a stopgap until the restriction is lifted automatically.

The extenuating circumstances only allow for lifts of this limit for agreed-upon periods of time, and additionally require explicit consent from every recipient of the survey link. This means that if you want to send a survey to an entire class, an entire college, or all of campus, you would need to provide documented proof that each student submitted consent to receive the survey. You would not be allowed to send the survey to any recipient that did not consent; for this reason, it is generally prohibitive to require consent and would reduce the amount of surveys that can be distributed, and affect the data received. Due to this limitation, at this time it is best to utilize Outlook to handle temporary limits within Qualtrics for survey distribution.

If you have established a way to get all necessary participants to submit documented consent, and you want to increase your specific email limit, please send in an ITS Software Qualtrics support ticket with the following information:

• The user(s) whose limits need to be increased
• The limit requested (NOTE: Email distributions, reminder emails, thank you emails, email triggers, and all other emails sent from within the account are counted towards the email limit)
• A description of the project
• A general description of who is being surveyed and full documentation of how each individual consented to participate
• How long the limit needs to be in place (can also select to have it raised multiple times a year)

The turnaround to increase the limit once the request has been sent is usually between 1-3 days. 
 

Training and Support

• Qualtrics Quick Start Guide
• Survey Design and Administration Best Practices
• Shared Surveys: How to Collaborate and Access Shared Surveys: https://www.qualtrics.com/support/survey-platform/my-projects/sharing-a-project/#AccessingSharedSurveys
• Online Articles: Learn Qualtrics in 5 Steps: https://www.qualtrics.com/support/survey-platform/getting-started/survey-platform-overview/
• eBook Downloads: https://www.qualtrics.com/experience-management/research/survey-basics/

• Qualtrics support site: https://www.qualtrics.com/support
• Qualtrics On-Demand Webinars: https://basecamp.qualtrics.com/?utm_lp=support-on-demand-webinars-redirect
• Qualtrics Live Trainings: https://basecamp.qualtrics.com/series/live-training
• Please contact the Service Desk for further assistance and additional requests at servicedesk@lsu.edu or 225-578-3375.