Troubleshooting

Survey doesn't appear

This is the most common issue. Check these in order:

• Is the survey published? Unpublished surveys won't show up. Check the survey status in the getuserfeedback.com dashboard.
• Do the targeting rules match? If your survey targets a specific plan, page URL, or user trait, make sure the current session actually matches. Test with a broad rule first (e.g. all users, all pages) to confirm the widget is working.
• Is the API key correct for this environment? Staging and production apps have different API keys. Make sure the key matches the app where the survey is published.
• Has the user already responded? By default, surveys don't show again to users who have already responded.

Widget not ready

If open(), prefetch(), or prerender() fails early, make sure:

• The widget has been initialized. In React, this means GetUserFeedbackProvider is mounted. With the JavaScript SDK, createClient({ apiKey }) must have run.
• If you set disableAutoLoad: true, call client.load() (or load() from useGetUserFeedback()) before trying to open a survey.
• The API key belongs to the environment you're testing.

Flow requires user identity

If the survey's targeting rules require user identity, call identify() before the survey can appear. This is one of the most common reasons a survey works in testing but doesn't show up in production — the targeting rule expects a trait that hasn't been sent yet.

Wrong or stale identifiers

Check that the same app owns all of these:

• the API key
• the flow or survey ID
• the published flow version

If you use advanced handles with prerender() and custom containers, keep the same client instance and flow handle for the full open and close lifecycle.

Authentication failures

When user authentication is enabled, the usual causes are:

• wrong issuer
• wrong JWKS endpoint
• token minted for the wrong audience

The expected audience is https://api.getuserfeedback.com.