Support

Account & access

Common account issues and how to resolve them without waiting for a reply.

Can't sign in?

• Email not verified — Check your inbox for the verification link. If it expired, use the resend link on the login page.
• Forgot password — Use Forgot password. A reset link is sent to your email and expires after one hour.
• Google sign-in — Make sure you're using the same Google account you registered with. If you registered with email/password first, link Google from your profile settings.

Just registered but can't access the dashboard?

After signing in, you should land on your dashboard. If you're redirected somewhere unexpected, clear your browser cache and sign in again directly at Sign In without using an old bookmark.

Billing & payments

Avenza uses pay-per-survey activation — no monthly subscription. Payments are processed securely via Paystack.

Current pricing (this phase)

• Welcome activation — First survey free (upload or manual create)
• Upload / Create — ₦1,500 / $2 per survey
• Generate with AI — ₦2,500 / $3 per survey
• Quantitative Analysis — ₦5,000 / $5 (Word report add-on)
• Thematic Analysis — ₦10,000 / $10 (open-ended analysis add-on)

Payment didn't go through?

• Check that your card or bank supports online payments (Paystack).
• Wait 2–3 minutes and refresh your dashboard — payments sometimes take a moment to confirm.
• If you were charged but your survey didn't activate, use the contact form (choose Sales) and include your payment reference and survey title.

Need an invoice or receipt?

Use the contact form (choose Sales) with your account email, survey name, and payment date. Include your institution name if you need it on the invoice.

Surveys & technical issues

Help with uploading, AI generation, publishing, and exports.

Questionnaire upload not working?

• Only Word (.docx) and PDF (.pdf) files are supported. Plain text or other formats won't parse.
• Keep files under 10 MB and ensure questions are clearly formatted (numbered lists work best).
• If parsing returns low-confidence questions, review them in the Survey Builder before publishing — this is normal for unusual formatting.

AI questionnaire generation failed?

• Make sure you're signed in and your session hasn't expired.
• Try a shorter research topic first — very long titles can slow generation.
• If you see "AI took too long to respond", wait a minute and try again. Persistent failures may indicate a temporary service issue — use the contact form.

Survey link not collecting responses?

• Confirm the survey is Published (not just saved as a draft).
• Check the close date and response limit in Survey Builder settings.
• Test the link yourself in an incognito/private window to rule out cache issues.

Export or report download failed?

• CSV and Excel exports require at least one response.
• Quantitative Analysis Word reports require purchasing the add-on from the Analytics page after collection.
• For large surveys, try again after a minute. If the error persists, contact support with your survey ID.

Frequently asked questions

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