PayPal problems: Where's my payment?

Payments from UserTesting are sent via PayPal to all test participants. If you do not have a PayPal account, you can create one here. When creating your PayPal account, we recommend creating a Personal Account.

Payments are sent 7 days after the time you complete a test. So, if you completed a test at 5PM PST, then payment will be sent around 5PM PST, 7 days later.
 
If it’s been more than 7 days since you completed the test and you still don’t see payment, then please check the following:

1. Is your PayPal email spelled correctly?  

If your PayPal email has an error in it, then we could have sent your payment to a non-existent account.  To check your PayPal email, log in to your UserTesting Dashboard, click the dropdown arrow in the top-right, and navigate to Settings. Scroll down until you see the Edit PayPal Email section.

❗️NOTE: If you change your PayPal email AFTER we try to send payment for a test, then you probably won’t see the payment for that test.  You need to ensure that your PayPal email on file is always accurate and up-to-date BEFORE a payment is scheduled to be sent.  If you need a payment re-sent, please request assistance via the Contact Us form. ❗️

2. Did you confirm your email when you set up your PayPal account?

You need to to have a confirmed PayPal account in order to receive payments.  
 
To confirm your account, log in to PayPal and click "Let people start sending you money today."

Click "Send Email" on the pop-up to start the process to confirm your email.

Go to your email account and check for a confirmation email from PayPal.  If you don’t see one, check your Spam folder.  Follow the instructions on the email to confirm your PayPal account.  

After your PayPal account is confirmed, you should see the payment from UserTesting on your account.

❗️NOTE:  You need to claim payment within 30 days from when it was sent to you.  Otherwise, PayPal will return the money to us, and you'll need to reach out to our Support Team to have the payment re-sent.  ❗️

3. Are there any limitations on your PayPal account?

If your PayPal account is limited, you need to resolve this before you can receive payment from us. You should see a reason for an account limitation on your PayPal account.
 
First, you may want to verify your account.  Unverified accounts have limits on how much money they can receive per month.  

How to get Verified:

1. Log in to your PayPal account
2. On the account overview page, near your name, click Get Verified
3. Select the verification method you want to use
4. Enter your information, then click Continue
5. Click Confirm, then click Submit​

❗️NOTE: PayPal Verification usually takes 2-3 business days in the United States, and 4-6 business days outside the United States. ❗️

If your account is Verified and still limited, follow the steps listed in PayPal's help article.

If you don’t hear from PayPal within 3 business days, we suggest that you call the Resolution Department at 1-888-221-1161 or 1-402-935-2050, if you’re calling from outside the U.S.