FAQ: Getting Started

Q1. I'm concerned about a low rating I received on a test.  Can you review it?

Q2. Why wasn't my test rated?

Q3. I have a “Test in Progress” message on my dashboard even though I’m
not taking a test. How do I remove it from my dashboard?

Q4. How do you tell the difference between webcam, app and desktop test?

Q5. How do I delete my account?

Q6. I've taken this test before, can I take it again?

Q7. The screener doesn't apply to me, what do I do?

Q1. I'm concerned about a low rating I received on a test.  Can you review it?  

Our Quality Team reviews all 1- and 2-star ratings. Once they've reviewed your test, you'll be notified of their decision via email. You can also see comments from customers and our Quality Team in your "Completed Tests" tab.

Please allow time for the review process to complete. Because of time and resource limitations, we're unable to review ratings above two stars.

Q2. Why wasn't my test rated?

While we encourage our customers to rate and comment, they’re not required to. It’s very common that most of your tests will go without rating. Unrated tests don’t impact your average rating or diminish your chances of getting new tests.

To learn how to give helpful feedback, take the lessons in the Help Center tab of your dashboard or check out the following resources:

Getting Better
Tips from Test Participants

For more information about when you can expect your first test to be reviewed, look here.

Q3. I have a “Test in Progress” message on my dashboard even though I’m not taking a test. How do I remove it from my dashboard?

If you just completed a test or exited a test for any reason, your dashboard may say that the test is still in progress. Our system will automatically release you once you reach the test’s time limit. In most cases, your dashboard will update within an hour.

If you are still experiencing issues, please submit a help request using the contact form.


Q4. How do you tell the difference between a mobile and a desktop test?

You may see a combination of desktop and mobile app tests on your dashboard.  They look similar, but here are a few key things to help you tell the difference!

While you may see invitations for mobile tests in your Test Feed, you can only take these tests by downloading our UserTesting app from the App Store or Play Store.

You can identify what device is required for a test by the badges included on every test invitation:

Q5. How do I delete my account?

If you plan to come back, you don't need to delete your account. We'll keep it safe while you're gone! If you do decide to delete your account, read the instructions here.


Q6. I've taken this test before, can I take it again?

Since most of our customers prefer “fresh eyes”, we ask that you refrain from taking the same test again. If you’re already taking a test and you found it very similar to a test you’ve taken before, please exit the test. This will prevent you from getting a low rating and canceled payment.

Q7. The screener doesn't apply to me, what do I do?

A lot of customers use screener questions to filter for more specific requirements. If you’re taking a screener and none of the options apply to you, please click the X in the top right of the invitation to decline the test. If you provide false screener responses and complete that test, you will not receive compensation for the test and you will receive a negative rating. You may also be removed from the UserTesting Panel.