When a community member clicks "Take Survey" on a Qualtrics-linked survey in Fuel Cycle and sees a "Survey Not Found" error, it is usually due to missing or incorrect permissions for the FuelCycle-specific user email in Qualtrics. This user must have access to the directory linked to the community. The issue often arises if the directory is moved, deleted, or restricted. To fix this, Qualtrics admins must restore full directory access to the FuelCycle user, confirm the directory exists, and remove other Fuel Cycle users from permissions. Afterward, test the survey launch in Fuel Cycle. Maintain directory access and limit it to the designated FuelCycle user to prevent future problems.
Problem
When a community member clicks "Take Survey" on a Qualtrics-linked survey activity in Fuel Cycle, they may see a "Survey Not Found" error instead of the survey launching.
Cause
Missing or incorrect permissions in Qualtrics typically cause this error. Specifically:
- The FC-specific user email address used to integrate with your Qualtrics environment has lost access to the directory (contact list) associated with your community.
- Directory access must be granted to this FC-specific user account in Qualtrics for the integration to work.
- This issue often arises when the directory is moved, deleted, or restricted during routine updates by your Qualtrics admin team.
Re-importing or relinking the survey in Fuel Cycle will not resolve the error unless the directory access is restored for the correct FC user.
Solution
Ask your internal Qualtrics administrators to:
- Restore full directory access to the FuelCycle-specific user email address.
- Confirm the contact list or directory still exists and is not renamed, deleted, or access-restricted.
- Remove other Fuel Cycle user accounts (if any) from directory permissions to avoid conflicts.
The FuelCycle user's email address may vary by client. We typically suggest using a format like fuelcycle@clientname.com, but older integrations may have used other formats or synced internal users directly. If you are unsure what the FC-specific user email address is, please contact Fuel Cycle Support. We can verify it through our developer admin tools.
After access is restored:
- Go to the Fuel Cycle Dashboard → Surveys → select the affected activity.
- Click Preview Survey to confirm it launches correctly.
- Have a test community member click Take survey to verify the error no longer appears.
- If needed, re-import the survey using our guidelines:
Qualtrics Survey Settings for a Proper Import to Fuel Cycle
Prevent future issues
- Maintain access to the relevant Qualtrics directory for the FC-specific user account at all times.
- Limit directory access to that account only—adding multiple Fuel Cycle users can cause permission issues.
- Inform the Fuel Cycle team before changing Qualtrics contact lists or directory configurations.
- Internally document which directory or contact list is tied to your Fuel Cycle community.