Self-service and Contacting Support
We hope that UserTesting is a fun and easy activity for you, but we understand that you may encounter difficulty completing tests from time to time, or have questions about the process.
The answers to most of your questions can be found here, in the Support Center. Use the search functionality to quickly locate the most relevant articles.
We suggest browsing the Support Center from time to time to see what's changed and refresh your memory.
If you can’t find the answer to your question, you can contact the Support Team by clicking the “Contact Us” button in the top right of the Support Center.
You can also check on the status of your tickets by clicking the “Sign in” option in the top right.
❗️Please note that this “Sign in” is not for your UserTesting account. In order to view the status of your tickets, you will need to create an account with our Support Center, which you can do so through the “Sign in” pop up. ❗️
Once you sign in, click “My activities” in the dropdown menu.
You’ll be able to see all of the requests you’ve submitted, including the subject, ticket ID number, date created, time of last activity, and ticket status.
Virtual Assistant Edison
If you have a quick question, ask our new virtual assistant, Edison! He can be found on your UserTesting dashboard by clicking the question mark icon in the bottom right.
Once you click the question mark, you can select one of the suggested topics or type your own question.
Edison is constantly being updated with new content, so be sure to ask him any questions you have!
During a test
If you encounter something that prevents you from completing a test, report a problem. You won't receive an immediate reply, but we may be able to provide partial compensation for your time.
You can also interact with Edison during a test for quick, immediate help.