Payment Status Glossary

Your test payments go through a few steps before reaching your PayPal account. Here's what each payment status means and what (if anything) you may need to do to resolve any issues.

Click the ↻ icon on any card to flip it and view what you need to do.

In progress

Pending

The customer is reviewing your test. If everything looks good, we’ll send your payment to PayPal. This process usually takes about 14 days.

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We’ll automatically send your payment after this review period. There’s nothing you need to do at this time!

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Processing

We approved your payment and sent it to PayPal. Everything is on track, and you should receive your payment soon.

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Your status should update to Pending soon. No action needed.

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Complete

Paid

We successfully delivered your payment to the PayPal account connected to your UserTesting profile.

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Please check your PayPal account to confirm receipt.

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Needs attention

Failed

We tried to send your payment, but PayPal couldn’t complete it. This might happen if your PayPal account isn’t verified or correctly linked.

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Check your PayPal settings to ensure it’s connected and verified, or contact Support.

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Canceled

The customer didn’t approve this session for payment. This usually happens when you didn't follow the customer's instructions or otherwise submitted an incomplete test.

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Review our Top tips for a successful test before taking your next test.

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Denied by PayPal

We sent your payment, but you haven't claimed it. PayPal will return your payment to UserTesting within 30 days of your payment date.

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Log into PayPal to accept the funds or confirm your email address. Contact PayPal’s support team for help with your account.

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Returned by PayPal

PayPal has returned your payment because you didn’t claim it within their 30-day window.

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Contact Support to resend your payment.

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Held by PayPal

PayPal has placed your payment on hold.

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You don’t need to contact us, but you can check with PayPal directly.

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Payment issues

There’s a problem with your PayPal account..

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PayPal can help you fix this. Contact PayPal’s support team to get help with your account.

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Refunded to UserTesting

You've refunded your payment to UserTesting.

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If you refunded your payment by mistake, please contact Support so we can resend it to you.

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If you're contacting Support about a payment, make sure to share the Study ID. You can find this ID in the email you received when you completed the test. This information helps us locate your session faster.

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