Troubleshooting access to Surveys by Person when token accepted

Summary This article explains why the system may still prompt for a valid token after you have entered the secure code and how to resolve it.

How the token workflow works

• Clicking the padlock (top-right) when accessing the "Surveys by Person" report sends an email with a secure code (the "token").
• Enter the code into the text box and click the green tick to validate it.
• Successful validation alone does not grant access unless your account also has the required sensitive permissions.

Why the system still asks for a valid token after you entered the code

• The report requires both a valid token and that your account have sensitive permissions enabled.
• If your account does not have those sensitive permissions, the system will continue to block access even after you enter a valid token.

What to do next (step-by-step)

1. Confirm whether your account has sensitive permissions:
   • Contact your organisation’s system administrator (typically someone in IT or HR) to confirm or assign the required sensitive permissions.
2. If you do not know who the system administrator is:
   • Ask your line manager or colleagues who manages access and permissions in your organisation.
   • Request they connect you with the person who can enable sensitive permissions.
3. After permissions are enabled:
   • Repeat the padlock→email→enter code→click green tick sequence to validate the token and access the report.
4. If you still cannot access the report after permissions have been confirmed:
   • Contact support or request assistance from a human agent for further investigation.

Troubleshooting tips

• If the padlock stays locked or you do not receive the email code, verify with your administrator that sensitive permissions are assigned before retrying.
• If you prefer direct help, request to be connected with a human support agent.

Conclusion Entering the secure code is one required step, but access to the "Surveys by Person" report also requires that your account have sensitive permissions enabled. Work with your organisation’s system administrator to have those permissions assigned, then validate the token to gain access.