FAQ

Here are some frequently asked questions about the HappyOrNot service.

• General questions
• Smiley Terminal/Smiley Wall
• Smiley Touch

General questions

I haven’t received my HappyOrNot Reporting credentials

Please first check your spam folder to make sure that the email has not been accidentally marked as spam. If you still haven’t found the credentials, send an email titled “New user: credentials needed” to our support at [email protected] .

Why doesn’t my password work?

When typing the password, make sure that you enter the small and capital letters correctly. Also, check that the number 0 (zero) and the letter O have not been accidentally mixed up.

If you have copy-pasted the password from the email that you received, make sure that no extra characters, such as an empty space at the end, have not been copied along with the password.

To request a new password, go to HappyOrNot Reporting and select FORGOT PASSWORD?.

A new password will be sent to your email.

How do I change my report subscriptions?

To change or delete your subscriptions, log in to HappyOrNot Reporting and select MY PROFILE and then Subscriptions. Read Subscriptions to learn more about the different subscription types.

Why was my first report empty?

If your credentials have been created before the service start day for your organization, the reporting service may send you a report before the Smileys products have collected any data yet.

Why haven’t I received my email reports yet?

Email reports are sent to you daily, weekly, monthly, or at the end of the survey, depending on your subscriptions.  To check your subscriptions, log in to HappyOrNot Reporting and select MY PROFILE and then Subscriptions. If you haven’t received your email report, please check your email spam folder first to make sure that the report has not been mistakenly directed there.

If you’re sure that the email reports have been sent but you haven’t received them, please contact our support at [email protected]. If you have access to the HappyOrNot Reporting service, you can always see your results there even if you have not received your email report.

Do the Smileys products need a Wi-Fi connection?

No. There is a protected SIM card inside the Smileys products, which automatically uses a mobile network for communication.

Smiley Terminal and Smiley Wall

Why can’t I see today’s results yet?

Smiley Terminal and Smiley Wall connect to the HappyOrNot Reporting service once every 24 hours. The results will be available once the survey time (determined by your opening hours) has ended for the day and the Smileys product has transmitted the results to the service.

If you have Real Time Alerts enabled, the Smileys product will send the responses every 15 minutes, meaning that HappyOrNot Reporting will also be updated every 15 minutes. If you’re interested in enabling Real Time Alerts, please contact your HappyOrNot contact person.

There may sometimes be some slight delays due to mobile network issues. If the results are not visible in the HappyOrNot Reporting service a few hours after your daily closing time, please contact our support at [email protected].

My report has results during hours when we were closed. Why?

Smileys products only collect feedback during the opening hours set for that specific location and survey. If you receive feedback when you should not, this means that the opening hours for either the location or the survey are incorrect. If you are an Administrator, you can change your opening hours in the HappyOrNot Reporting Admin view. For more information, read the article “How do I change the opening time of a location” in our Customer Community (sign in with your HappyOrNot Reporting credentials).

What are the network requirements for Smiley Terminal and Smiley Wall?

Smiley Terminals and Smiley Walls use a normal cell phone connection to send their data to the HappyOrNot Reporting service. The connection is formed either via 2G GSM network structure or via 3G UMTS network structure. They don’t need access to a Wi-Fi network.

Kids were playing with the Smiley Terminal. Can I still trust the data?

All Smiley Terminals come with a misuse protection setting that filters out repeated button presses. This makes the data trustworthy even in locations where there are many children around, such as children’s clothing stores. For more information, read “Misuse Protection“.

Smiley Touch

How do I know that a Smiley Touch is receiving enough power?

If the Smiley Touch is unplugged from the power outlet, it will eventually power off and the screen will go black. Once it is connected to a power outlet again, it will restart and continue collecting feedback. Always make sure that the Smiley Touch is connected to a power outlet with the cable that’s provided with it. You can also order email notifications on low power levels for your Smiley Touches.

For more information about email notifications, read the article “Email Notifications On Low Power Levels For Smiley Touch And Smiley Terminal” in our Customer Community (sign in with your HappyOrNot Reporting credentials).

How long does the battery last if the Smiley Touch is unplugged?

The battery will last for 6 – 8 hours after the Smiley Touch is unplugged. The battery life can be affected by several conditions, such as the usage and the local cell phone network.

Can someone use the Smiley Touch for other things than the survey?

No, Smiley Touch uses a protected tablet that cannot be booted or used for anything else than the HappyOrNot service.

My customers speak several languages. Can I collect feedback in different languages?

Yes, you can have up to 9 languages for people to choose from when they leave feedback on the Smiley Touch. For more information, read “Survey Question Languages“. If you are an Administrator, you can add more languages in the HappyOrNot Reporting Admin view.

Can I change the question or the follow-ups in my Smiley Touch?

If you are an Administrator, you can change the question, follow-up options, and language settings in the HappyOrNot Reporting Admin view. For more information, read “Surveys“.