FAQs – Questions deserve answers!
We've put together the questions our customers ask most often.
If you have any further questions, feel free to get in touch. We'll help you quickly and easily.
Plans, account, term and cancellation
Yes! With the Free plan you can create and customise surveys and run surveys with up to 50 participants. The Free plan has no time limit and never needs to be cancelled. Within the Free plan you can also activate additional features and then test (almost) all LamaPoll features free for 14 days. You can do this without any risk, because after 14 days the account simply returns to Free mode with no cancellation required. You can also upgrade to a paid plan or delete your account at any time.
Yes. If you choose a plan that can be cancelled monthly, you can use LamaPoll for just one or two months. After cancellation, the plan continues until the end of the booked period and is then automatically switched to the Free plan.
Your surveys and results remain in your account. In the Free plan, only its feature and participant limits apply. If you need LamaPoll again later, you can book a paid plan again at any time and regain access to your existing projects and results.
Each plan has its own limits for the number of surveys and participants. With the Free plan, you can run surveys with up to 50 participants. Paid plans offer higher participant limits and additional features. You'll find the current limits in the plan overview.
Yes! When you place your order, you'll be asked whether you'd like to create a new account or upgrade an existing one. Once ordered, your plan is activated for the account immediately. This means you can use the Free plan to test whether the survey tool meets your needs and then switch seamlessly to a paid plan. All surveys and results held in the Free plan are “carried over” when you upgrade to a paid plan.
To upgrade your plan, simply order the plan you want on our website or contact us directly. When your current plan expires, your account moves smoothly to the new plan. You can also request an immediate upgrade, although in that case the remaining balance cannot be offset. Running surveys and other account data are not affected – everything continues as intended.
Under the “My invoices” menu item, you can choose your payment method: invoice (bank transfer), SEPA direct debit, PayPal, credit card or Klarna. You can change the payment method easily at any time if needed. All features of the respective plan are available immediately after ordering (not only after payment).
No! That would be rather mean, wouldn't it? After the 3 months are up, the plan simply expires and you move to the Free plan. You can, however, renew the student plan yourself at any time – we even offer special rates for this. With the Free plan and the student plan, unintended costs can never arise under any circumstances!
Every paid plan can be cancelled with a single mouse click. Just log in to the survey tool and select > My plan from the drop-down menu at the top right. There you click the “Cancel plan” button. You'll receive the cancellation confirmation by email immediately afterwards. So cancellation doesn't have to be in writing – a mouse click is enough!
Your plan does NOT stop immediately when you cancel – it continues as normal until the end of the booked period. At the end of the booked period, you are automatically moved to the Free plan. From then on, the Free plan conditions apply. Please note: not all features are unlocked in the Free plan; among other things, only the first 50 responses can be viewed and analysed. After you upgrade again, everything is back as before! After upgrading, you have full access to all your previous survey projects, including all results.
Yes, you can transfer your account, along with all surveys and content, to another person using the “Account transfer” option under “My account”. There you enter the email address of the new account holder. All surveys and survey results are retained during the transfer; only the email address changes.
You can delete your LamaPoll account in your account settings. This permanently removes the account together with the surveys and results stored in it. So export any content and analyses you still need beforehand. Deletion cannot be undone. Records that must still be retained due to statutory retention obligations are excluded from this.
Data protection, security and anonymity
LamaPoll protects surveys and data with technical and organisational security measures. These include encrypted data transmission, protected server and access areas, regular security audits and a certified information security management system. LamaPoll is certified to ISO 27001, ISO 27017 and ISO 27018 and has been audited to TISAX® Assessment Level 2.
Yes, LamaPoll can be used in a GDPR-compliant way. Data is processed and stored in Germany. LamaPoll relies on German data centres and German subcontractors. Which data protection settings are required also depends on what data you collect with your survey and how you configure it.
Yes, you really can run anonymous surveys with LamaPoll. With an anonymous configuration, responses are not linked to personal participant data. The IP address is generally not stored; it may only be processed as a cryptographic hash when protection against multiple participation is enabled, without being linked to the responses. It's also essential that your questionnaire doesn't ask for any details that would make individual people identifiable.
Which data is stored depends on your survey and anonymity settings. Technically, participation may involve processing the date, start and end time, duration, browser, operating system and language, among other things. Server log files may also record the time of access, the survey accessed and, where applicable, the referrer URL. The IP address is generally not stored; when protection against multiple participation is enabled, it may be processed as a cryptographic hash without being linked to the responses.
Yes, a data processing agreement under Art. 28 GDPR is available for using LamaPoll as a processor. The DPA governs the processing of personal data, the technical and organisational measures and the subcontractors used. You can enter into and access it in the administration area of your account.
After a paid plan expires, the account is generally switched to the Free plan; surveys and results are retained for the time being. If the account is deleted completely, the surveys and results stored in it are permanently removed. So export any content you need beforehand. Records that must continue to be stored due to statutory retention obligations are exempt from immediate deletion.
Features and running surveys
No, you don't need your own web space and don't have to install anything. Your surveys are hosted by LamaPoll and can be created, published and analysed directly online.
LamaPoll supports numerous question types for simple to complex questionnaires. These include single and multiple choice, scales, matrix questions, free-text fields, rankings and various input fields. Using filtering, skip logic and conditions, questions can be shown or hidden depending on previous answers.
More on this in the Helpdesk: Using question types and Branching and individual answer paths.
Yes, you can provide a questionnaire in several languages. The language versions are managed within the same survey, so participants can choose the language that suits them and the results are analysed together.
More on this in the Helpdesk: Creating multilingual surveys.
Yes, LamaPoll surveys are optimised for smartphones, tablets and desktop devices. The display adapts automatically to different screen sizes. LamaPoll also supports the creation of accessible surveys; how accessible a specific questionnaire is also depends on its structure, content and design.
More on this in the Helpdesk: Creating accessible surveys.
Participants can be invited by personal email invitation, survey link or QR code, among other methods. With personal invitations, targeted reminders can be sent to people who haven't yet taken part, without needing access to their responses.
More on this in the Helpdesk: Inviting participants to a survey.
Yes, you can adapt colours, fonts, logos and other design elements to your own visual identity. Depending on the plan, white label features and a particularly neutral presentation without any visible reference to LamaPoll are also possible.
More on this in the Helpdesk: Designing and styling a survey.
Yes, several people can work together in LamaPoll. Depending on the plan, you can create additional users and assign roles and access rights. This lets surveys be created, managed and analysed collaboratively.
More on this in the Helpdesk: Managing users, rights and teams.
LamaPoll presents your survey results directly online in clear reports and charts. You can filter and compare results and analyse them by time period or participant group. Depending on the research question, different visualisations and detailed views are available.
More on this in the Helpdesk: Analysing and visualising survey reports.
Yes, results and raw data can be exported for further processing. Depending on the plan and use case, various export formats are available, along with options for automated processing and integration with external systems.
More on this in the Helpdesk: Exporting overall results and raw data.
You'll find the LamaPoll API documentation both in your account and directly here: LamaPoll API v2 documentation. The interface can be used to automate survey and feedback processes and integrate them into existing systems.
