Payments from UserTesting are sent via PayPal to all test participants 7 days after the time you complete a test. If you complete a test at 5PM PST on a Monday, then payment will be sent around 5PM PST on the following Monday.
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. Did your test upload successfully?
Check to see if your test successfully uploaded to our customers by navigating to the Completed Tests tab on your dashboard. If you don’t see the test in question listed in this tab with the time and date of completion, this means that the customer did not receive your test. Unfortunately, we are unable to provide payment for tests that do not reach our customers.
To optimize your test uploading experience in the future, try the troubleshooting steps listed in this article.
2. Was your payment canceled?
Payment for a test may be canceled by our team if we determine that the test was not completed properly. Some reasons for payment cancellation are not completing tasks or providing false information in a test. If payment was canceled for one of your tests, you can read the reason in the Rating column in the Completed Tests tab of your dashboard.
3. Is your PayPal email spelled correctly?
If your PayPal email has an error in it, then your payment will not reach you. 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 PayPal Account section. You’ll need to enter a verification number from your email to apply a change.
4. Did you confirm your email when you set up your PayPal account?
You need 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.
5. 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:
- Log in to your PayPal account
- On the account overview page, near your name, click Get Verified
- Select the verification method you want to use
- Enter your information, then click Continue
- Click Confirm, then click Submit
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.
If you are located in India, please refer to the steps provided by PayPal in this article for how to confirm your account.