I am having the same issue. I have not been able to send any emails since last Wednesday. I did not receive the communication either.

Our academic brand also didn’t receive this communication. I wouldn’t have known if not for this post - thank you.

We didn’t receive any communication from Qualtrics regarding the change. It started generating more support issues which is how we discovered it. We manage 7 Brands on campus and there’s no consistency between Brands on the limits applied. Supporting the product without that information has been ‘interesting’.  

​@swholey ​@shirleydavis Glad to hear we were not alone! I see Cornell recently posted about this issue as well. We were able to update our brand's limit by working with Support which seems to have helped for us, but sounds like this change might not have been communicated.

None of our Brand Admins at the University of Minnesota received this notice either. We had a significant number of tickets roll in all of sudden from users hitting their weekly email limit. I asked our CSM about it last week, she agreed there were issues with the communication and forwarded what she had received:
 

Here is the message I received regarding the new email limits for education customers:

Qualtrics recently made a change in users' weekly email limits that has not been broadly communicated yet. Because of high phishing/bounce/spam rates stemming from education users across Qualtrics, our distributions engineering team has changed it so that standard users (non-brand admins) have a weekly limit of 500 outgoing emails. This limit can be overwritten by a brand admin in the user/user type settings, but I want to make sure you are aware so that you can proactively increase the limit for any users that have large distributions, workflow emails, etc.

To increase the email limit in bulk for many users, I recommend setting a new value in the user types permissions. Here are the instructions on how you can do this:

1. Login to Qualtrics, open Admin tab.
2. Go into the "User Types" tab.
3. Open a user type that is being utilized (the number on the right will show you how many users have that user type).
4. Click into the "Survey Platform" permissions tab.
5. Scroll down to "Allowed Outgoing Emails/Week", and enter a new value for how many emails you want users to be able to send. If it says "Default", this means the limit will be 500 emails unless you set a new value.
6. Repeat these steps for all of your user types.

If you feel that 500 emails/week is an appropriate limit for most users but have a few that might need more than that, you can also adjust the limit at the user level by opening a user's permissions and following the steps above.

 

Please let me know if you have any questions about how to do this. My advice would be to proactively increase the limit for all users to a new limit that you find appropriate. If you notice that any distributions or workflow emails failed because of this change, please open a ticket with support.  

 

I'm sorry for any confusion or concern stemming from this new change, but please let me know if you have any questions or concerns that we can help you with. Thank you for your help ensuring that your users have the appropriate limits based on their usage.

 

Best, 

Hi all,

This was mentioned in the Product Release Notes on January 15, here. Apologies for the confusion and that there wasn’t enough communications on Qualtrics part for the update. 

​@Drew_LaChap, thanks for your thorough reply including steps on how to change email limits. 

Hello, to the (wonderful) instructions above. You CANNOT override/edit Qualtrics created user types  - Qualtrics - Standard or Brand Admin (so you can’t up their default weekly email limit from 500). Qualtrics created user types cannot be edited as a whole. We can edit the user on an individual basis, but if we want, say, all new users to have the increased limit, or to give an increased limit to all existing users, we need to make a custom user type.

All 10,000 of our users are currently Qualtrics - Standard. I’m talking with support - she said they can’t override the default either. We have to create a new user type with the higher email limit and transfer all users over to it, as well as change what user type users are automatically provisioned as.To transfer the existing users, there are two choices (I think):

Choice 1: I think we can update the users via the API to the new user type. I am going to try this with a python script. If anyone is interested and I get it to work, I’ll post the code here.

Choice 2: The chat support I’m speaking with says: The workaround to implement is to re-upload your users and change their user type to the the newly created user type: Here’s how you can do it:

1. Export Users to CSV by: 1. Navigate to the Admin page. 2. Select Users. 3. Go to Tools and select Export users as CSV.
2. Edit the CSV File: 1. Open the exported CSV file. 2. Locate the accountType column. 3. Update the accountType values to the new user type ID for the users you want to change.
3. Qtip: Ensure you do not modify the userID column, as this is how the system identifies each user.
4. Import the Updated CSV File: 1. Save the edited CSV file. 2. Go back to the Admin page. 3. Select Users. 4. Click Add users. 5. Click Import from file. 6. Select the updated CSV file and upload it.
5. To which I asked - This is effectively creating them as new users, right? Will this wipe all their surveys, their contact lists, their collaborator permissions to other surveys, or anything else? And her reply was - Re-uploading users with a different user type using a CSV file will not create them as new users if you follow the correct procedure. Instead, it will update their existing accounts. I am going to do this with a few users and see what happens.

I asked several times, and she said that Qualtrics would not move all users to the new user type for me. “At the moment there's no additional workaround to change it. Nevertheless, I can send this to my internal team and submit this as a feature request.”

Hi all,

Thank you all for sharing your experiences regarding the recent changes to weekly email limits for academic brands. I understand how this situation has led to confusion and frustration among your brands.

We sincerely apologize for any disruption this has caused to you all. We are currently working with out internal teams to better this experience, including clarifying communication.

If there are specific concerns or questions about the email limits that you would like to address, please reach out to your CSM through the Customer Success Hub.