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I need help. What are my support options?

Contributor Support
Updated

If you're stuck, confused, or have a quick question, we're here to help! Review this article to learn about the help available to you.

In this article:

If something goes wrong while you're taking a test, you can report it right away.
Understand when and how to report a problem

A Task based test is in progress on the Amazon homepage during a UserTesting session. A test prompt at the bottom right asks the participant to imagine needing a new pair of shoes they'd like to buy. The test interface shows a red recording indicator and a timer at 1:25. A menu is expanded with options for Help, Privacy guide, and Exit test, and a red arrow points to Help. The Start task button is visible below the prompt. The layout demonstrates the in-test navigation and support options available to participants.

Start with a quick search

Before you reach out for help, we recommend searching for your answer here in the Participant Support Center. It's the fastest way to find answers to common questions.

A help center search banner with the text How can we help? displayed above a rounded search bar. On the left there is a blue outlined illustration of a person standing with a thoughtful expression and another illustrated figure shown smiling while using a laptop. Abstract icons including a clock and stars are shown in a curved design, with an arrow pointing from the left toward the search bar, encouraging users to search for help.

🔍 Try searching things like:

  • "Test not loading"
  • "Update my email"
  • "How do payments work?"

Chat with Edison (our virtual assistant)

Edison is available 24/7 and can help you:

  • Find relevant help articles
  • Walk through troubleshooting steps
  • Get in touch with Support if you need more help

To chat with Edison, look for the chat widget in the bottom right corner of the page.

A GIF demonstrating how to interact with the virtual agent, Edison, on the UserTesting Participant Support Center. The animation shows a user clicking the blue chat icon in the bottom right corner of the screen, which opens a chat window. Edison appears with a welcome message, and the participant begins engaging with the bot. The screen also displays the help center's search bar and featured articles. The GIF illustrates how participants can access self-service support by starting a conversation with Edison.

Tip icon.png

We've trained Edison to escalate your issue to Support if he's unable to resolve it.

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