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Use these steps to cancel or reschedule your Live Conversation in the UserTesting platform. |
This article applies to: UserTesting
On this page:
Cancel a Live Conversation
- We recommend notifying participants 24 hours in advance before canceling a session.
- From the UserTesting dashboard, go to your test.
- Select the Actions button and choose Cancel all pending sessions.
- Choose the reason why you're canceling.
Notes:
- If you are using the UserTesting Network to recruit your audience, canceling a session and rescheduling a new one does not guarantee that the same UserTesting contributor will be able to join your test.
- If you're on the Flex subscription, canceling a Live Conversation does not count toward your Session Units used.
- If you're on the Seat-based subscription, canceling a Live Conversation does not affect the number of tests you can run.
Reschedule a Live Conversation
If this is not your situation, follow the steps below:
- From the UserTesting dashboard, go to the scheduled session.
- Select the Actions button next to the session and choose Reschedule.
- Check your inbox for an email confirming that the session has been canceled.
- Update your availability in the calendar before selecting the option to reschedule.
- Follow one of the processes below to reschedule, depending if you are recruiting from the UserTesting Network or your own network.
Reschedule with a member of the UserTesting Contributor Network
Decide if you want to reschedule with the same participant or with a new participant.
If you schedule with the same participant...
- UserTesting will notify the participant to reschedule, and provide them with your new availability.
- Note: There is no guarantee that the same participant will be available.
If you schedule with a new participant...
- UserTesting will email the original participant and let them know that the session is canceled.
- The system will re-share your availability with members of the network who match your recruitment criteria.
- When a new participant schedules an appointment, the system will send out invitations and notifications about the upcoming interview.
Reschedule with a member of your own network (Invite Network)
- UserTesting will email the participant, notifying them that you are no longer available at the previously scheduled interview time.
- The participant can then select another time slot from your list of available times.
- If the participant does not respond, you may need to reach out to additional individuals for scheduling.
- Note: The Contributor help center assists participants from your network.
Rescheduling due to technical problems
- If technical issues prevent the participant from joining the Live Conversation, the session status will change to No show (or Complete in some circumstances).
- At this point, you are not able to reschedule with the same participant for that test.
To reschedule another Live Conversation with the same participant, follow these steps:
- From the UserTesting dashboard, go to your test.
- Select the Actions button and choose Duplicate.
- In the Audience builder of the duplicated test, select Specific contributors.
Note: If recruiting from your own network, select the Create a link option to send a new link to the participant. - Enter the username of the participant you want to include.
- Complete the scheduling details, then select Launch.
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