Below are answers to common questions you may encounter when completing a Security Questionnaire in Panorays.
How can I find and access the Security Questionnaires I need to respond to?
Please refer to the article linked in your email invitation for step-by-step instructions on how to access Security Questionnaires sent to you for completion.
I cannot access the questionnaire:
The questionnaire due date has passed
The due date is listed in your email invitation.Once the deadline has passed, the questionnaire link is no longer valid.
If the questionnaire was left open in your browser, new responses may not save (previous responses remain saved until submission).
What to do: Contact the company that requested the questionnaire to ask for a due date extension.
Your email address is not approved. To enter a Questionnaire in Panorays, your email domain must correlate to the company's name or domain.
What to do: Contact [email protected] with evidence that you are connected to the company requested to submit the questionnaire
If you have an existing account in Panorays, please log into the platform in order to access the questionnaire under company questionnaires and not from the link itself
Password reset or invitation emails are not arriving
Reset and invitation emails can be blocked by corporate spam or email security filters, even if you haven't received other delivery issues.
What to do:
Check your spam/junk folder for an email from Panorays.
Ask your IT team to allowlist the sending domain (emails are sent from [email protected]).
If the email still doesn't arrive, contact [email protected] to have the invitation or reset link resent.
My answers are not being saved
Make sure all mandatory questions are completed. Mandatory questions are marked with a red asterisk (*).
The questionnaire deadline may have passed. Check the due date in your email invitation.
You must be connected to the internet in order for the auto-save to work
I get a "Submit Failed" error
A "Submit Failed" error when trying to share or submit a questionnaire can have several causes:
Mandatory questions are incomplete — check for any unanswered questions marked with a red asterisk (*).
File upload is too large — attachments must be under 100 MB.
The questionnaire due date has passed — the submission link may no longer be valid.
Your account is in pending status — if your email domain is still being verified, some actions (including sending questionnaires) may be temporarily blocked.
You are not set up as a supplier — the "Collaborate" and internal send options are only available from a supplier record. If your company is not registered as a supplier in Panorays, these sharing options will not be available. Use the Collaborate button from within the questionnaire itself instead, or contact [email protected].
If none of the above apply, contact [email protected] with the questionnaire name and a description of what you were trying to do when the error appeared.
I am not the correct contact person at my company
If you are not the right person to complete the questionnaire:
You can share the questionnaire with other colleagues in your organization.
Collaborate internally to gather the required information before submitting.
I still receive notifications to complete the questionnaire
Please confirm that:
All mandatory questions (marked with a red asterisk *) are completed.
You clicked Submit to finalize the questionnaire and send your responses to the requesting company.
⚠️ Saving answers alone does not complete the questionnaire—submission is required.
I submitted a questionnaire, and the customer is requesting updates
This may happen because:
The customer performs annual security audits or re-assessments.
Additional information is required as part of their security review process.
More details may be available under Remediation Tasks.
For clarification, contact the requesting company directly.
Some questions are already answered when I open the questionnaire
If your company has completed a questionnaire via Panorays in the past, responses may be pre-filled.
This helps reduce duplicate work and saves time.
📌 Always review pre-filled answers to ensure they are still accurate before submitting.
My questionnaire status changed or reset unexpectedly
Questionnaire statuses update automatically based on activity and due dates. Common reasons for an unexpected status change:
The due date passed, which closes the submission window.
The requesting company sent a new or updated version of the questionnaire, replacing the previous one.
A previously completed questionnaire was re-opened for re-assessment by the requesting company.
If your questionnaire shows as Completed but you haven't intentionally submitted it, confirm that you clicked Submit after completing all mandatory questions (marked with a red asterisk *). Saving answers alone does not complete the questionnaire.
If you believe a questionnaire was reset or closed in error, contact [email protected] with the questionnaire name and the requesting company's name.
I can’t upload a file — is it too large?
The maximum file size allowed for uploads is 100 MB.
Files larger than this limit cannot be submitted.
Can the questionnaire be completed in multiple languages?
Our default language for the questionnaire is English. However, for the open-ended questions, you can provide answers in any language.
Summary
Most Security Questionnaire issues are related to due dates, mandatory questions, submission steps, or access limitations. Reviewing the sections above should help you resolve issues quickly and complete your questionnaire successfully.
Quick reference — where to find things
Common platform locations customers ask about:
AI-Powered Mode button — visible when you open the questionnaire to complete it. Select it before uploading documents.
Questionnaire comments — open the questionnaire, navigate to the specific question, and look for the comment/note icon in the question panel.
Smart Match controls — appear in the top bar of the questionnaire after AI-Powered Mode is activated.
Supplier ID — not visible in the UI. Supplier IDs can only be retrieved via the Panorays REST API.
Activity Center — left navigation menu, bottom section.
Withdrawn assets — navigate to your Assets list and filter by status 'Withdrawn'.