After clicking on Take the Survey showing up this -You are not authorised or the record is not valid

[likhitasura]

User reported that he is not able to fill the survey for the ticket resolution. After clicking on Take the Survey showing up this -You are not authorised or the record is not valid. We tried impersonating that user and we are able to fill the survey. Through the screenshots, it seems that he's trying to fill the survey from mobile. We've checked and able to fill the survey from mobile also. Recently we did some changes on the surveys. We've set  Assessment duration to 14 days. If a survey is created today, then created on shows as 01-07-2026, due date is showing as 15-07-2026, but expiration date shows as 01-07-2026.  and moreover survey is not getting expired even after 14 days. What could be the possible reasons for user  for not being able to fill the survey.

[Bhavya11]

 whom the survey is assigned? is that user having valid roles?

you can view the survey if it's meant for you

are you sure the user who is clicking the link is the intended user to take the Survey

Check these links

Users are presented with "You are not authorized to take this survey" error when trying to access a ... 

Survey link in user notification does not work and generates error 'You are not authorized or the re... 

[Tanushree Maiti]

Hi @likhitasura 

Is the email sent to the same person the survey is assigned to? Ensure that person is only clicking on that

KB1276440 Survey link in user notification does not work and generates error 'You are not authorized... 

Cause

One of the causes of this error is that guest user is not OOB and the User ID is not as in OOB

URL of guest user in OOB: https://<instance>.service-now.com/nav_to.do?uri=sys_user.do?sys_id=5136503cc611227c0183e96598c4f706

Public surveys need user ID 'guest' or SysID of the guest user to run properly, if neither of these exist, the process fails.