Troubleshooting

If you're having trouble using Poll Everywhere, some of these questions may help resolve the problems:

I already have an account / my email address is already taken. Do I need to delete this account to register as a participant on an instructor’s account?

No. Simply log in to your account first (you can reset your password if you forgot it) and then click the participant registration link your instructor has distributed.

My instructor hasn’t received my responses, even though I have registered on their account

If you are responding with a web device, make sure you are signed in before responding to your instructor’s polls. It is also very possible that you have accidentally created two or more accounts under different emails. If you have a personal or another university email - your responses may be associated there.

If you are responding via text message, make sure you have certified your mobile number. Once you have certified your number your previous ‘unregistered’ responses will be tied to your account.

Do I need to certify my phone number? If so, how do I certify my phone number?

If your instructor requires you to register to participate (usually to see participation or attendance) and you are responding via text message instead of the web, you will need to certify your number so your instructor can identify your responses. Although, usually you can always just reply by the web on your smartphone or laptop.

To certify your number log in and go to your Settings page under your account settings. Make sure to type in your mobile phone number and click the certify link. Follow the instructions to send your certification text message.

It is prompting me to pay, but I have already paid?

If you are being asked to pay again, it is likely that the initial payment is tied to a separate email address. We use email addresses as the primary identifier for accounts. Try signing in with other email addresses you have such as a personal or university address.

If you are still unable to find the payment, contact our support staff. Just provide your email address and the last 4 digits (only the last 4) of your credit card number and we will try to track it down for you.

When texting, why do I get a message about 'cannot deliver message to this shortcode' or 'message blocking is active'?

This usually means you have texting to shortcodes disabled for your your specific cell phone subscription plan with your mobile carrier. Usually, calling your carrier's customer service (611) and making sure texting to shortcodes is enabled takes care of the problem.

If you cannot enable shortcode support, you may text in your responses to our backup 10-digit number: (747) 444-3548. Please note that this number is to be used sparingly and only by those who cannot otherwise text to the US-based shortcodes we offer. You will not receive confirmation reply messages from this number.

Keep in mind that to certify your phone number, you'll need to text to this backup number instead of the shortcode. If you continue to have issues responding via SMS-text message you should always be able to reply to polls by going to the URL displayed on your professor's polls.

My response went to the wrong poll. What’s going on?

The presenter may have moved on to another poll just before you sent your response. If the presenter activates a different poll in the same presenter session before your response to the first poll is sent, and the current poll allows the type of response you chose, your response will end up in the poll that is currently active.

For example, if the first poll contains multiple choice responses like A, B, and C, you might respond by texting “A”. However, if the presenter moves on to the next poll before your response is received, and that poll also allows “A”, then your response will go to the active poll.

One other possible cause could be that you have not joined the correct presenter session. To stop responding to a presenter’s polls, text LEAVE. Then join the correct presenter session by texting that presenter’s username to the SMS number.