I can't find or never received my survey - how do I find it?

Use this guide if you haven't received your survey email or can't locate your survey.

JUMP TO: 🔖 Where did you back? BackerKit Crowdfunding | Preorder | Kickstarter | Indiegogo | Troubleshooting

How to find a BackerKit Crowdfunding survey:

Check out our Help Doc: » Where are my Pledges » for more detail.

1. Log in to BackerKit ^{(Need help?)}
2. Click your Avatar → Your Pledges & Surveys
3. Click the third tab: "Your Surveys"
4. Once there, click any link under the "order status" column to open your survey.

How to find a BackerKit Preorder:

Preorders, sometimes referred to as "Late Pledges" are any order placed after the live run of a campaign has ended. BackerKit has two separate kinds of preorder stores.

Preorder "surveys" can be accessed via your account under "Your Surveys" or through the Survey Recovery Tool. Preorders will not show up under "Your Pledges." Learn more »

"TRADITIONAL PREORDER"	"PREORDER AS REWARDS"

How to find a Kickstarter survey:

• Private AppleID Email Address? Learn more here »
• General Kickstarter pledge: Please use the Survey Recovery tool below if you are unable to locate your survey in your email.
• Kickstarter canceled, failed, or late pledges: take up to 48 hours to import into the BackerKit pledge manager. During this window, the Survey Recovery Tool won't recognize your email address. Once your pledge is imported, you'll receive your survey automatically at the email address you pledged with.
  • What is a "failed"? If your original payment was failed or canceled, Kickstarter cancels the pledge. BackerKit then imports it into the pledge manager as "Failed", and sends you a survey --  giving you a second chance to pay and renew your pledge.
• Pledge Over Time? You will not receive your survey until your 3rd installment is processed. Once paid, your pledge will import into BackerKit within ~72 hours and your survey will be sent automatically.

How to find an IndieGoGo Survey:

IndieGoGo has been deprecated through BackerKit. If you have an existing survey from before this change, try the Survey Recovery Tool below. For further help, contact IndieGoGo support directly.

For lost surveys: Using the Survey Recovery Tool

1. Go to the Survey Recovery Tool and search for your project → click "Go to Project."
2. Enter your email address → "Get my Survey."

Not receiving the email?

• Check your spam and archived email. Look for subject lines like: "Response Needed — Get your reward for [Project Name]" or "Reminder — Response needed to deliver your reward for [Project Name]"
• Add no-reply@s.backerkit.com to your address book to prevent survey emails from being filtered.
• Using Hotmail, AOL or Yahoo? We recommend switching to a Gmail address to improve email deliverability. Contact us and we can make the switch!

Troubleshooting

• Verify you actually backed the project. Receiving project updates does not confirm that you have pledged. You can be subscribed to a project team from backing a previous project, and receive updates for future projects that you have not backed.
• Check the email address on your crowdfunding platform (e.g., Kickstarter) — many backers have old email addresses still attached to their accounts. 
• Verify that surveys have been sent via Project Updates!
• Triple-check FAQ + Project Updates to confirm that the campaign is using BackerKit as their pledge manager (versus Gamefound, PledgeBox, Kickstarter Pledge Manager, etc) 

👉 Can't access your email, account, or still need help? Please contact us. If you do, please include a screenshot showing your pledge details if possible including:

• Your Backer ID # or Pledge Number
• Any possible names used to pledge
• Any possible email addresses associated with your pledge