Customer overview of participant problem reporting

On this page:

• What happens when participants report problems?
• How it impacts your test
• How will I know when a test has a problem?
• What to do when a test is paused
• Additonal information

What happens when participants report problems?

Participants can report three types of issues:

• Test or Question-related issues
  • Can’t access or navigate the prototype.
  • Confusing or impossible task.
  • Test is too long.
  • Test is in a different language.
  • Test doesn’t match the screening questions.
• Privacy concerns
  • Providing personal information
  • Being asked to make a purchase.
• Recorder-related issues
  • Problems with your camera, microphone, or screen recording.
  • Issues uploading or loading the test.
  • A system error prevents you from continuing.

How it impacts your test

When participants report issues: 

• Suggested help is offered first: If unresolved, participants submit the issue to UserTesting.
• Problem state: If enough participants report issues, your test enters a problem state.
• Test pausing: A test is automatically paused when thresholds are exceeded:
  • Audience ≤ 15: Threshold is 2 participants.
  • Audience 16–134: Threshold is 15%.

Audience > 134: Threshold is 20 participants.

How will I know when a test has a problem? 

When a test enters a problem state:

• The test will be paused.
• You’ll receive an email notification and a summary of reported issues.
• The test remains paused until the issue is resolved.

What to do when a test is paused

If your test is paused:

1. Review the reported issues on your dashboard.
2. Adjust the test content or settings as needed.
3. Resume the test once the problems have been addressed.

Additional information

• Participants who report problems will exit the test and won’t count toward session metrics.
• These measures are in place to protect participants and improve the quality of test results.
• When a test is resumed, the thresholds are reset.
• We’re committed to making your testing process as smooth as possible. If you have any questions, please contact your UserTesting representative.

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