Can I Cancel or Reschedule My Live Conversation?


At a Glance

You can cancel a Live Conversation session, or reschedule it, via the Options menu to the right of each scheduled session. The rescheduling method varies based on if your participants are coming from the UserTesting Panel or from your own network.


Can I cancel a Live Conversation?

Yes, you can cancel a scheduled session. Whenever possible, we ask that you provide participants with a 24-hour notice before canceling the scheduled session. You'll see the option to cancel an upcoming session on your dashboard.

Please note that canceling a session and rescheduling a new one does not automatically result in the same test participant.

How do I reschedule a Live Conversation? 

You can reschedule a session by selecting Reschedule from the dropdown. We will remove the session from your calendar and you will get an email confirming that the session at the originally scheduled time has been cancelled.

Note: If your availability has changed, adjust this before selecting the option to reschedule. 

Rescheduling with a member of the UserTesting panel

  • You can choose to reschedule with the same participant or another member of the UserTesting panel. 
  • If you choose to reschedule with the same participant, we will notify the participant that you need to reschedule and provide them with your new availability. There is no guarantee they will be available at any of the other times you have available.
  • If it is not critical to reschedule with the same participant, choose to reschedule with another member of the UserTesting panel. In that case, we will email the original participant and let them know that session is cancelled. We will then re-share your availability with members of the UserTesting panel who match your criteria. Once the new appointment is scheduled, standard invitations and notifications will go out to you and the participants.



Rescheduling with a member of your own network (My Recruit)

If your session was scheduled with a member of your network using My Recruit, we will email the scheduled participant to inform them that you are no longer available at the previously scheduled interview time. We will offer that participant the ability to find another time slot from your list of available times by directing them back to the platform to select a new appointment time. 

If the participant does not respond, you might need to reach out to additional participants to fill the time slot. 

This help center provides assistance for participants from your network.

Rescheduling due to technical problems

If technical issues prevent the participant from joining the session, you will notice that the session status changes to No-show (or Complete in some circumstances). At that point, you are not able to reschedule with the same participant for that test.

However, there are steps you can follow to schedule another Live Conversation with the same participant.

  • Go to your test and select Create a similar test from the Options dropdown menu.Screen_Shot_2021-10-22_at_3.11.09_PM.png
  • For the Audience of this new test, select Specified participants and enter the username of the participant you want to include. Note: for your own network, select My Recruit and then you will send your new link to the participant.
  • Complete the scheduling details and launch your test.

Learn More

Need more information? Read these related articles.

Want to learn more about this topic? Check out our University courses.

Was this article helpful?
2 out of 9 found this helpful