We hope participating in UserTesting studies is an easy and rewarding experience. However, we understand that unexpected technical issues or other problems can sometimes happen.
If you run into a problem during a study, use the Help feature in the study to report the issue. This notifies UserTesting Support directly. Have a problem before or after a study? Sign in and chat with Edison, our virtual assistant. Edison will help you reach our Support team.
If there's a major issue with the recorder or the study, use the Help feature to report a problem. This alerts our team that something's wrong and allows us to quickly investigate and resolve any ongoing issues.
Always report a problem when:
- You can't access the researcher's prototype
- The study instructions are confusing or impossible to complete
- The study is too long
- The study is in a different language
- The study doesn't match your screener responses
- The researcher requests prohibited personal information
- The study has a technical issue preventing you from completing one or more tasks
- The recorder isn't working
You can't access the researcher's prototype
- Example: The researcher instructed you to complete a task on their prototype, but the page won't load or the prototype requires a password.
The study instructions are confusing or impossible to complete
- Example: The researcher asks you to answer several questions about a web page, but the instructions don't include a link to the page.
- Please remember to always be honest! We value your input and want you to have a great experience.
The study is too long
- Example: There are too many tasks to complete in 15 to 20 minutes, and the researcher didn't let you know the study would take longer than usual.
The study is in a different language
- Example: You've signed up to complete studies in English, but the study instructions are in French.
The study doesn't match your screener responses
- You provided honest answers to the screener questions, but it seems you qualified for the study when you shouldn't have.
- Example: The screeners included a question about the device you own. You responded that you own an Android device, but the study includes questions about iPhones.
The researcher requests prohibited personal information
- Example: During the study, the researcher asks you to provide any prohibited personal information or to make a purchase.
The study has a technical issue preventing you from completing one or more tasks
- Example: A link isn't working as expected, or the web page isn't loading.
The recorder isn't working
- Example: You can't record your face, screen, or audio because there's an issue setting up the recorder.
Other times, the study is fine—the tasks are easy to understand, and you had no problem using the recorder—but you'd like to exit the study anyway.
Always exit a study when:
- You've already completed the same study
- There are too many distractions
- You accidentally chose the wrong response to the screener questions
- You skipped tasks or didn't follow the directions
- You're unsure about sharing personal details
- You're no longer interested in completing the study
You've already completed the same study
- Since most researchers prefer "fresh eyes," you shouldn't take the same study twice. If you find a study very similar to one you've completed before, exit it to avoid receiving a low rating and a canceled incentive.
There are too many distractions
- Example: People are talking in the background, loud music is playing, or someone is trying to have a conversation with you during your study.
You accidentally chose the wrong response to the screener questions
- Example: You responded during the screeners that you have an account for a product or service, but when you try to sign in, you realize you don't.
You skipped tasks or didn't follow the directions
- Example: You skipped over an important step, and now you can't go back and complete it.
You're unsure about sharing personal details
- Example: The researcher asks you to share non-prohibited personal information, but you're uncomfortable providing those details.
You're no longer interested in completing the study
- Example: You decide you don't want to complete the study, or something comes up and you can no longer finish it.
You've learned when to either notify us of a problem with your study or exit it altogether. Now here's how.
Exit a study
- Select the hamburger menu.
- Then select Exit test.
Report a problem
- Select the hamburger menu.
- Then select Help.
- Select the issue type.
- Follow any help suggestions.
- Briefly describe the problem in the text box.
- Select Submit. Once submitted, UserTesting Support will be automatically notified.
When you report a problem
Reporting a problem will automatically notify UserTesting Support and clear the study from your dashboard.
When you exit a study
Exiting a study releases you from the session so you can apply for other studies.