Support Team

At a Glance

UserTesting's customer support is known as the Support Team. This dedicated team of Support professionals is there when you need assistance with an ongoing test or an urgent issue.

 

For customers with Standard Support

For customers with Premier Support

Phone Support

Chat with Support

 

For customers with Standard Support

  • Email, Live Chat, and Phone technical support is provided 24 hours a day during the workweek (excluding major holidays).
    • Support coverage begins Sunday at 3 pm Pacific Time and ends Friday at 10 pm Pacific Time.
    • Support coverage may be unavailable or limited to specific channels during holidays in the regions where our team operates.

For customers with Premier Support

  • Priority Email, Live Chat, and Phone technical support is provided 24 hours a day during the workweek (excluding major holidays)
    • Support coverage begins Sunday at 3 pm Pacific Time and ends Friday at 10 pm Pacific Time.
    • Full or limited support coverage is provided during most holidays in the regions where our team operates.
  • Booking times for Premier Support Power Sessions are provided, as available, during the workweek (excluding major holidays) beginning on Sunday at 5:30pm Pacific Time through Friday at 4pm Pacific Time. Power Sessions are provided on a first-come, first-served basis.

Note: For customers with Premier Support, we provide a one-hour first-response SLA for all Technical Support tickets submitted by email during this coverage window. Premier Support customers also receive priority access to our Support team across all channels.

Phone Support

When calling in from outside of the US, call 00 1 800 903 9493. Additionally, an alternative way to dial from the UK would be to replace the "800" with "880": 00 1 880 903 9493.

There are no charges when dialing the 800/880 numbers.

Chat with Support

Our Chat feature is a great way to quickly get in touch with our Support Team. Access the Chat feature by clicking the question mark at the top of the Dashboard. From the drop-down menu, select Chat.

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A Chat window appears, with a horizontal list of common topics, along with a field at the bottom for you to type in your message, question, or issue. 

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Learn More

Need more information? Read these related articles:

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