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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:

Report a problem with a test

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.

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?"

Contact Support

Still need help? You can reach our Support team in two ways.

Submit a request

Use our support request form to send your question to our Support team. You don't need to sign in to use it.

Chat with Edison (our virtual assistant)

Sign in to your dashboard and select the chat bubble to chat with Edison. Edison is available 24/7 and can help you:

  • Find relevant help articles
  • Walk through troubleshooting steps
  • Send your question to our Support team if you need more help

Tip icon.png

Whichever way you contact us, share as much detail as you can, like the Study ID, your device and browser, and screenshots of any error messages.

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