Quick guide
Message the researcher first when:
- You have a question about the study, the tasks, or what the researcher needs
- You need to cancel or reschedule a session
- You haven't received your session link or instructions
- Your incentive is paid by the researcher and hasn't arrived
Chat with Edison when:
- You have a question about your account, signing in, or your profile
- You have a question about a study you haven't been confirmed for yet
- A researcher contacts you outside User Interviews, or an email doesn't feel right
- You have a technical problem with the site
- The researcher hasn't replied after 48 hours
- Your incentive hasn't arrived after 10 business days, and either the researcher isn't paying it or hasn't replied
During a UserTesting study, use the Help feature in the study. Learn more in How to get help during a UserTesting study. To learn more about messaging researchers, check out How can I contact the study researcher?
Need help with your account, a study, or an incentive? Chat with Edison, our virtual assistant. Edison can answer many questions right away, and he can send your question to our Support team when you need more help.
In this article:
How to chat with Edison
- Sign in to your account. If you're already signed in, go to Browse studies.
- Select the chat bubble.
- Tell Edison what you need. Share as many details as you can.
- Follow Edison's prompts. If Edison can't answer your question, he will send it to our Support team. Support will reply by email.
What to include in your message
Edison can help you faster when you share:
- What happened and what you already tried
- The study title or Study ID, if your question is about a study or an incentive
- The deadline, session date, or task expiration date, if your question is about a specific study
- Your device and browser, if you're having a technical problem
- A screenshot, if it helps show the problem. You can add it right in the chat.
What happens next
If Edison sends your question to our Support team, they'll reply by email. Look for a message from participants@userinterviews.com, and check your spam or junk folder too. You won't get a reply in the chat window.