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I'm having trouble logging into my account.

Contributor Support
Updated

Here are a few troubleshooting steps to help you log back into your UserTesting account:

Make sure you're using the correct login form.

You should sign into your account from the contributor login page. 

Screen_Shot_2023-01-12_at_5.37.37_PM.png

 

If you accidentally land on the customer login page, look for the message, "If you're here to take tests, Log in here," and click on the link to visit the contributor login page instead. 

Screen_Shot_2023-01-13_at_9.39.39_AM.png

 

Reset your password if needed. 

If you can't remember your password, you can reset it from either the UserTesting mobile app or your computer. 

Reset your password on the UserTesting mobile app

  1. Open the UserTesting mobile app and enter your email address. Tap Next when you're ready to move on to the next step.

    The UserTesting mobile sign in screen. There is a field to input your email address and a Next button to continue to the following screen. The Next button is disabled to indicate that the email address is required.

  2. Tap Sign in.

    The UserTesting mobile sign in screen. The page features a Sign in button and a Create an account button.

  3. Tap Forgot your password?



  4. Enter your email address in the Email field, and then tap Reset my password.



  5. Look for a confirmation message on your screen that a recovery link is on its way to your inbox.

    IMG_5526.jpeg

  6. Open the email address from UserTesting with the subject line, "Reset password instructions." Then tap the Change my password link in the body of the email. 



  7. Enter your new password in the password reset form, and follow the password rules. Then tap Change password when you're ready to apply your changes. 



  8. A notification should appear on your screen to let you know that "Your password has been changed successfully." 

    IMG_5529.jpeg

 

Reset your password from your computer 

  1. Visit the contributor login page and click the Forgot my password link. 

    Screen_Shot_2023-01-12_at_5.37.37_PM.png

  2. Enter your email address in the Email field, then click Reset my password.

    Screen_Shot_2023-01-13_at_10.52.23_AM.png

  3. Look for a confirmation message on your screen that a recovery link is on its way to your inbox.

    Screen_Shot_2023-01-13_at_10.55.40_AM.png

  4. Open the email address from UserTesting with the subject line, "Reset password instructions." Then click the Change my password link in the body of the email. 

    Screen_Shot_2023-01-13_at_11.03.24_AM.png

  5. Enter your new password in the password reset form, and follow the password rules. Then click Change password when you're ready to apply your changes. 

    Screen_Shot_2023-01-13_at_11.11.47_AM.png

  6. A notification should appear on your screen to let you know that "Your password has been changed successfully." 

    Screen_Shot_2023-01-13_at_11.14.56_AM.png

 

Clear your browser cache

If there are errors with the login webpage or the login form isn't working correctly for any other reason, you may need to clear your cache. 

Learn how to clear your browser's cache. 

You can also use your keyboard to clear your cache by using these shortcuts:
Mac: Cmd+Shift+Delete
Windows: Ctrl+Shift+Delete

 

 

 

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