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

  • Email support is provided 24 hours a day during the workweek (excluding major holidays)
    • Email coverage starts Sunday at 3 PM Pacific Time and ends Friday at 10 PM Pacific Time

  • Live Chat support is provided Monday - Friday from 5:30 AM - 6:00 PM Pacific Time (excluding major holidays)
    • Note that Live Chat support is also available on Sunday from 3 PM - 6 PM Pacific Time

  • Phone support is provided Monday - Friday from 5:30 AM - 6:00 PM Pacific Time (excluding major holidays)

 

For customers with Premier Support

  • Email and Live Chat support are provided 24 hours a day during the workweek (excluding major holidays)
    • Email and Live Chat coverage starts Sunday at 3 PM Pacific Time and ends Friday at 10 PM Pacific Time

  • Phone support is also provided 24 hours a day during the workweek (excluding major holidays)
    • Phone support coverage starts Monday at 5:30 AM Pacific Time and ends Friday at 6 PM Pacific Time

Note: We provide a one-hour first-response SLA for all technical support tickets submitted via email during this coverage window.

 

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 chat button on the side of your browser page when you're logged in to your dashboard.


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