Hello @DeniseB64841 ,
It sounds like the affected contacts are encountering a connectivity issue, likely related to something preventing the tracking link in your email to load when clicked. The most common culprit is typically ad/pop-up blockers and similar security software. They'll need to safelist our domains (or at least the r20.rs6.net) in the program causing the issue, in order for them to be able to access the link.
Otherwise the only other option would be to send them the base survey page link, not in an email through us, but directly to them either by your regular email program or some other messaging means. Keep in mind this would lack the contact info capturing, and would result in their responses being anonymous, unless you explicitly include short answer questions for them to fill that out manually.
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