If You've Encountered a Problem...

Click on the following headers to jump to that section in the article:

• How to Report a Problem
• Problem with a contributor
• Problem with a test plan
• Technical issue
• Troubleshooting Video Player Issues

How to Report a Problem

If you encounter a problem with your contributor, test plan, or a technical issue (e.g., audio, video, etc.), follow these steps to report and resolve the issue.

1. Navigate to the Sessions tab. Click the Actions button next to the session for which you are reporting a problem. Select Report a problem.

Alternatively, you can report a problem from the video player view by selecting Report a problem in the video player controls bar.

2. A dialogue box will appear asking you what the main reason is for the problem: Contributor, test plan, or technical issue (audio, video, other).

Problem with a contributor

If you select Contributor, choose what the issue is, such as:

• Instructions weren’t followed
• Speech was unclear or feedback was insufficient
• Demographics or screener requirements were not a match
• Trouble using the UserTesting app
• Personally Identifiable Information (PII) visible

If you select None of the reasons listed, you are required to provide further details about the problem or suggestions. Filling out the optional Comments section may also help Support understand your problem in more depth.

Next, choose how you would like to resolve the problem: 

• Refund the session only. (Available only for Admins)
• Replace the contributor with a different one.
• Keep the session. Report the problem only.

Note: If you replace the contributor, or refund the session, you will no longer have access to this session video or its data. If you selected PII as the main issue, your only option will be to replace the contributor with a different one. As a viewer or collaborator, you cannot refund the session.

Click Submit report when you’re ready. A banner will appear on the screen informing you of the success or failure of the action. If successful, the action you select will take place immediately.

Note: Specific contributors cannot be replaced automatically, and the replace option will not be available. You must refund the session and manually add them to a new copy of the test.

Problem with a test plan

If you select Test plan, choose what the issue is, such as:

• Test plan issue (missing task, wrong image)
• Demographic or screener error
• Launched test too early or on accident
• Problem with access to website, app, links, or survey

You will then choose how you would like to resolve the problem: 

• Remove the session without a refund or replacing the contributor.
• Refund the session only.
• Replace the contributor with a different one.

Note: If you replace the contributor, or refund the session, you will no longer have access to this session video or its data. If you are a viewer or collaborator, you cannot refund the session.

Click Submit report when you’re ready. A banner will appear on the screen informing you of the success or failure of the action. If successful, the action you select will take place immediately.

Note: Specific contributors cannot be replaced automatically, and the replace option will not be available. You must refund the session and manually add them to a new copy of the test.

Technical issue

If you select Technical issue, choose what the issue is, such as:

• Audio (low volume, excess noise)
• Video (blurry screen, recorded wrong screen)
• Issue with recorder app

You will then choose how you would like to resolve the problem: 

• Replace the contributor with a different one.
• Refund the session only.
• Keep the session and report the problem only.

Note: If you replace the contributor, or refund the session, you will no longer have access to this session video or its data. If you are a viewer or collaborator, you cannot refund the session.

Click Submit report when you’re ready. A banner will appear on the screen informing you of the success or failure of the action. If successful, the action you select will take place immediately.

Note: Specific contributors cannot be replaced automatically, and the replace option will not be available. You must refund the session and manually add them to a new copy of the test.

Troubleshooting Video Player Issues

If you encounter a problem with the video player, see our article on video player troubleshooting.

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