If you've encountered a problem with the platform

Find guidance on how to report a problem or resolve technical issues in the UserTesting platform.

This article applies to: ut logo tiny.pngUserTesting 

Report a problem

Problem with a contributor

Problem with a test plan

Technical issue

Troubleshooting video player issues

EnjoyHQ


Report a problem

  1. Navigate to the Sessions tab. Click the Actions button next to the session and Select Report a problem.

report_problem_1.png

2. Report a problem from the video player view by selecting Report a problem in the video player controls bar.
report_problem_2.png

3. A dialogue box will appear asking you what the main reason is for the problem.
report_problem_3.png

 

Problem with a contributor

1. If you select Contributor, choose the appropriate issue.

report_problem_4.png

2. 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.

 

3. Next, choose how to resolve the problem:

report_problem_5.png

Things to note:

  • Refund the session only. (Available only for Admins)
  • 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.
  • 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.

4. Click Submit report once completed. A banner will appear on the screen informing of the success or failure of the action. If successful, the action will take place immediately.

 

Problem with a test plan

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

report_a_problem.png

2. Choose how to resolve the problem:

report_problem_7.png

Things to 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.
  • 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.

3. Click Submit report once completed. A banner will appear on the screen informing of the success or failure of the action. If successful, the action will take place immediately.

 

Technical issue

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

report_problem_8.png

2. Choose how to resolve the problem:

report_problem_9.png

Things to 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.
  • 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.

3. Click Submit report once completed. A banner will appear on the screen informing of the success or failure of the action. If successful, the action will take place immediately.

 

Troubleshooting video player issues

Encounter a problem with the video player, review the article on video player troubleshooting.

EnjoyHQ

The EnjoyHQ homepage is currently under maintenance. View the status update here.



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