Report a Problem with a Session or Participant

This article applies to: UserTesting 

On this page:

• About reporting a problem
• Where can you report a problem?
• Report from Results or Session Player
• Report from the Monitor page
• Problem types and resolution options
• What happens after you submit?

About reporting a problem

• If you encounter an issue with a Test plan, Participant, or Technical problem, you can report it directly from the Results tab, Session Player, or Monitor page.
• Reporting a problem ensures our team can review the issue and take appropriate action, including issuing a refund or replacing a participant when necessary.
• Note: Reporting a problem is only available for test types with video recordings. You can report a problem up to 14 days after the participant took the test.

Where can you report a problem?

You can report a problem from:

• Results → Sessions list
• Results → Session Player
• Monitor page

Report from Results or Session Player

From the Sessions List:

1. Click the Results tab.
2. On the Sessions page (left-hand menu), locate the participant session.
3. Click the three-dot menu (⋯) next to the session.

4. Select Report a problem.

   
   
    

5. Choose the reason for reporting.
   
   
6. Select how you’d like the issue resolved.
7. Click Continue to submit.
    

From the Session Player

1. Click the Results tab.
2. On the Sessions page (left-hand menu), select a participant session.
3. In the video player, click the info icon.
4. Select Report a problem.
   
   
5. Choose the reason for reporting.
   
   
6. Select how you’d like the issue resolved.
7. Click Continue to submit.

After submission, you’ll see a “Thanks for reporting a problem” confirmation message.

If you select Return to all sessions, you’ll be taken back to the Sessions list, and the participant’s video and clips will no longer appear if a refund or replacement was requested.

Report from the Monitor page

Once a test is launched, responses are displayed for all audiences in the Monitor tab. This allows you to:

• View the number of responses submitted for each audience
• Confirm your test is working as intended
• Troubleshoot issues with specific audiences

To report a problem from the Monitor page:

1. Click the Monitor tab.
2. Locate the participant's response.
3. Click the three-dot menu (⋯).
4. Select Report a problem.
   
    
5. Choose the reason for reporting.
6. Select how you’d like the issue resolved.
7. Click Continue.

Problem types and resolution options

When reporting a problem, you’ll first select the issue type:

• Problem with the test plan
• Problem with the participant
• Technical problem - Audio, Video, Issue with recorder app, other
   

Problem with the Test Plan

Select this option if the issue is related to the setup or structure of your test.

Reasons you can choose

• Question or task issue
• Targeting criteria or screener question error
• Launched the test too early or by accident
• Problem with access to the website, app links, or test
• Other problem

Resolution options

• Refund the session
  The participant will not be replaced, and the quota will decrease by 1.
• Replace the participant with a different one
  The participant will be refunded and a new one will be recruited.
• Keep the response. Report the problem only
  No changes will be made to the session.
  
   

Problem with the participant

Select this option if the issue is related to participant behavior or qualification.

Reasons you can choose:

• Instructions weren’t followed
• Targeting criteria or screener requirements were not a match
• Other problem

Resolution options:

• Refund the session
  The participant will not be replaced, and the quota will decrease by 1.
• Replace the participant with a different one
  The participant will be refunded and a new one will be recruited.
• Keep the response. Report the problem only
  No changes will be made to the session.

Technical Problem

Select this option when the issue is related to a platform error or recording issue rather than the test plan or participant behavior.

Common scenarios

• The video did not record properly
• Audio is missing or distorted
• Session failed to upload
• Playback errors in the Session Player
• Other technical malfunctions during recording or uploading
   

Technical problem is available when reporting from the Results tab or Session Player.

What happens after you submit?

If you choose to:

Refund or Replace a Participant

• The request will be sent for processing.
• The participant’s video sessions and clips will be removed from Results.
• If you selected Replace, a new participant will be recruited to fill the quota.

Keep the Response

• The issue will be logged.
• No changes will be made to the session or quota.
   

Please note: You can only submit a problem once per participant.

Related content