Training
Weekly Virtual Drop-In
We offer a weekly virtual drop-in via Teams:
Thursdays from 2:00 PM - 2:30 PM, excluding vacation, university holiday closures, and other time away.
Qualtrics has extensive online resources via XM Basecamp on-demand training. Visit Qualtrics Support for further information.
To access training on XM Basecamp, log in as you would when contacting Qualtrics Support:
- If asked, choose Qualtrics Credentials.
- Choose Sign in via SSO (do not enter your NetID and/or password here).
- Enter the company Org ID "queensu", all lower case.
- Log in with your Queen's NetID and password.
Support
Qualtrics is a self-serve tool and offers unlimited, 24/7 support. For all specific survey-related questions and technical issues, contact them directly at Qualtrics Support.
Note: If asked, choose Qualtrics Credentials first, then log in as below.
- Choose sign in via SSO (do not enter your NetID and/or password here).
- Enter the company Org ID "queensu", all lower case.
- Log in with your Queen's NetID and password.
For general Qualtrics survey platform questions and how-tos, start with Qualtrics Topics from A to Z or with on-demand training videos at Qualtrics XM Basecamp.
For all account administration issues, email us at oirp@queensu.ca.
The password is that of your Queen's NetID. If you have forgotten your password, please contact ITSupport directly or through your departmental IT Admin Rep.
If you need to change your NetID password, see the ITS NetID Profile Manager.
Note: The password reset within Qualtrics is not applicable to Queen’s Qualtrics accounts.
Brand Administrators can recover deleted surveys for you. Email us at oirp@queensu.ca with the title of the survey you wish to recover.
If, however, you want to recover deleted responses from an active survey, contact Qualtrics Support.
Qualtrics log in errors are common and are usually related to Queen’s SSO services, not to your Qualtrics account.
- Try clearing your browser cookies and cache, then reloading the browser (or shutting down and relaunching) before attempting to log in again.
- Try using another browser.
- Can you log into other Queen’s SSO services (like MyHR, etc.) with your net id? If not, you have a net id issue and need to contact ITServices: Queen's University - Service Portal (service-now.com)
- Can you access your Qualtrics account on another device (co-worker’s computer, for example)? If so, that would imply it’s an issue on your own computer or with your browser(s) that would need to be addressed.
- If you’re using a generic net id to access Qualtrics, have you enrolled/opted out of MFA? ITServices requires all generic net ids to be enrolled in MFA, though you can opt out: Self-Guided Support - MFA Enrolment for Generic Accounts (service-now.com)
- If you’re still having problems accessing your generic account, check with ITS to verify whether the generic net id password has expired or whether the account has been locked.
- Check the Qualtrics status page to ensure they’re not having a problem at their end: Qualtrics Status
Brand Administrators can transfer ownership of a survey to another Qualtrics account holder. If the person still works at Queen's, they must email us at oirp@queensu.ca with their direct permission to do so.
If the person no longer works at Queen’s, their former direct supervisor must request the transfer. They will need to provide the title of the survey in question and the name of the Qualtrics account holder the survey is to be transferred to.
To check the operational status of Qualtrics go to https://status.qualtrics.com/. We recommend bookmarking this page for future reference.