If you've encountered a problem with the platform

This article applies to: UserTesting 

On this page:

• Report a problem with a test plan
• Report a problem with a contributor
• Report a problem with a test plan
• Troubleshooting video player issues
• EnjoyHQ

Report a problem with a test plan

1. Go to the Sessions tab.
2. Find the Participant ID where you encountered a problem. 
3. Click the three dots.
4. Select Report a Problem.
   
   
   
5. Choose Problem with the test plan.
   
   
   
6. Select the issue or select other and enter the issue. 
7. Add comments, if needed.
8. Click Continue.
   
   
   
9. Choose a resolution for the issue.
10. Click Continue.
    

Report a problem with a contributor

• Refund the session only is available for Admins. As a viewer or collaborator, you can't refund the session.
  • If you replace the contributor or refund the session, you can't access the session video or data.
  • If you selected PII as the main issue, replace the contributor with a different one. 
• Specific contributors can't be replaced automatically.
  • The replace option is not available.
  • Refund the session and manually add them to a new copy of the test.

To report a problem with a contributor, follow these steps:

1. Go to the Sessions tab.
2. Find the Participant ID where you encountered a problem. 
3. Click the three dots.
4. Select Report a Problem.
   
   
   
5. Select Problem with the participant.
6. Select the issue or select other and enter the issue. 
7. Add comments, if needed.
8. Click Continue.
   
   
   
9. Choose a resolution for the issue.
10. Click Continue.
    

Report a problem from the video player

1. While in the video player, click Report a problem at the bottom right.
   
   
   
2. Choose the problem type: Contributor, Test Plan, or Technical issue.
   
   
   
3. Select the issue.
4. Click Continue.

Troubleshooting video player issues

Refer to video player troubleshooting. 

EnjoyHQ

Refer to the EnjoyHQ status page.

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