There are four reasons why your survey screen locks with a "This device is locked, please come back later" message.
1. You ran out of survey responses credit.
Your subscription usually has a limit on the number of responses you can collect (for example, a Starter Tablet Plan allows you to collect 100 responses per month). If you exceed this limit before your subscription renews the following month, you will be charged automatically for an Extra Responses pack based on your current subscription. If we are unable to charge your card for the Extra Responses (e.g. because you cancelled your subscription or your card does not have funds), we will send you an email to notify you and then lock the survey screen with the above message.
Solution: To unlock the survey screen, you can upgrade your account to a plan with a higher monthly responses count here.
2. Your subscription was downgraded because a renewal charge failed or you cancelled your subscription.
If you have more than one subscription running and you cancel one of the subscriptions, the device running the canceled subscription will be locked and the message "This device is locked, please come back later" will be displayed.
For example, if you buy one monthly Premium Tablet license and a week later buy another two Premium Tablet licenses, this will let you connect up to three devices simultaneously. If on auto renewal day for the first subscription the following month, the Premium Tablet license fails to renew (either because you cancelled the first subscription or the attempted credit card charge for the renewal failed) then your account's device allowance will fall from 3 devices to 2 devices. If you don't manually disconnect one of three devices, one of the devices (running the cancelled subscription license) screens will be locked with a "This device is locked, please come back later" message. The other two devices will still keep running the surveys without a lock screen until the end date of the second subscription.
Solutions:
— When a subscription renewal fails, you can buy a similar subscription to keep your total app licenses count matching the number of devices that are serving your surveys.
— If want to retire one of your devices, then tap and hold the top left corner of the survey screen of that device for 5 seconds, enter the PIN to exit the survey screen, close the surveys list page to navigate back to the Surveyapp home screen and then tap on the "sign out" button to log off the device. As soon as you log off the retired device, the other device with a locked screen will be back to normal operation.
If the device you want to retire is in a different physical location, then go to the devices list page on the web console, click on the device name and then on the PIN tab, turn off the "Status" switch. Save your changes. You cannot undo this maneuver and all the responses collected offline on this device (if any), yet to be synced to the online reporting, will be lost forever.
3. You manually disconnected the device from the web console.
From the devices list page, you can manually disconnect a device by turning off the "Status" switch on the PIN tab before saving the changes (see the paragraph above). This is something you shouldn't knowingly do on a running device, as all the responses collected offline on the device (if any), yet to be synced to the online reporting, will be lost forever. Doing so, the device screen will be locked with a "This device is locked, please come back later" message.
4. You ran your survey in Test Mode and didn't exit the test screen.
When you run a survey in Test Mode on your tablet then leave it without any activity for some minutes, the survey screen will automatically lock itself with the message "This device is locked, please come back later".
Solution: Tap and hold the top left corner of the screen for 5 seconds, then enter the PIN to exit.