If your organization's account has Onboard, you may want to check to see if the user who is not receiving Engage Pulse Surveys is in the Onboard cadence. Users who are started with Onboard will not start receiving Engage Pulse Surveys until their Week 4 Onboard survey has closed.
If you would like to skip a user through Onboard so that they can start receiving Engage Pulse Surveys, follow the instructions in this article.
If your user is not receiving Engage Pulse Surveys and is not in Onboard, please reach out to our Support team for more help.