The terminal is usually not locked if it is in a supervised area such as:
In a one-to-one staff and customer situation
The terminal is usually locked in situations where you would want to avoid that third parties change the settings or reset the terminal. Even by accessing the home button you can not exit the survey. Such as:
Busy areas with little or no staff supervision
Sometimes there is an complicated issue that includes the following:
The iPad or survey is not working properly and needs to be reset
The survey lock is active
Internet connection issues hinders Feedbackly support from accessing the terminal remotely
In this case try the following: unplug the terminal from the power outlet and let it run empty, when the terminal is completely dark and does not respond to anything, then plug it back into the power outlet.
When the terminal starts the internet connection will be refreshed and start working again. If not then contact firstname.lastname@example.org.