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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 to Support, 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

🔍 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 on the support center or your dashboard.

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.

 

 

Contact Support

If you can't get your answer on the support center or through Edison, you can always contact Support directly. Once you complete the form, our team will respond as soon as possible.

Submit a request

 

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