When should I report a problem while recording?

During a test, you may experience an issue that prevents you from moving forward. In these situations, you should either report a problem or quit the test.

Review the guidance below to determine what option you should use to resolve these issues:

When to report a problem
When to quit a test
How to quit a test or report a problem
Outcome

When to report a problem:

• There are too many tasks to complete within the standard 15-20 minutes, and there was no screener allowing you to opt-in to spending more time on the test.
  
• The test requests any prohibited personal information.
• The test has a technical issue that prevents you from completing multiple tasks according to the task instructions.
  
• The task instructions are impossible to understand.
  • The instructions are missing or incomplete.
  • There is no way to follow the instructions as they are written.

When to quit a test:

• The environment in which you're testing becomes too loud or distracting.
  
• You realize that you don’t meet the requirements for the test.
  
  • You feel that you’re unqualified to provide high-quality responses to several questions.
  • You indicated in the screener that you have an account for a particular product or service, but you realize this was an error.
    
• You’ve accidentally worked ahead of the task instructions, and you’re unable to complete the test as the customer instructed.
  
• The test requests other personal information you don’t feel comfortable providing.
  
• You no longer want to complete the test.

How to quit a test or report a problem:

Computer Tests

The steps you’ll take to quit a test or report a problem will depend on the browser you’re using:

• If you’re completing your session on Google Chrome, follow the instructions for the UserTesting Browser Recorder.
• If you’re completing your session on Safari, Firefox, or Microsoft Edge, follow the instructions for the Seamless Desktop Recorder.

UserTesting Browser Recorder

To quit a test or report a problem:

 Click on the "?" symbol on the taskbar.

Clicking the "?" symbol will display the Help menu below. Your recording will automatically pause so you can select the best option for your needs.

Seamless Desktop Recorder

To quit a test:

1. Click the Quit test button .

   
   
   

2. Review the confirmation screen. If you decide you’d no longer like to quit the test, click  Continue test. If you’d like to continue with quitting the test, click Quit test.

   

3. You’ll know you've successfully quit your test when you see the Test canceled message.

To report a problem:

1. Click the Help button  .

Before you continue, you’ll have the chance to review some support resources, including a link to our Contributor Support Center and a video with tips on how to provide feedback during your test. 

2. If you can’t find a solution to your issue using either of these resources or if the issue falls under one of the relevant categories outlined above, click the Report a Problem button  . 

3. On the Report a Problem screen, select the option that best fits your problem, and then provide a detailed description in the More details field. 

Mobile Tests:

To report a problem or quit out of a test, tap the Menu button, then tap the corresponding option.

iOS:

Android:

Outcome:

Reporting a problem will automatically notify us of the problem you experienced and release you from the test. This also prevents the customer from receiving incomplete results and will help you avoid a low rating. You will have the opportunity to include a description of the problem. Please keep in mind that this description will be sent to support and the customers, so be mindful of what you write here.

When you report a problem and we find that the issue is on our end or the customer's end, we will give you a partial payment to compensate you for your time and effort.

Quitting a test releases you from the test so that you can browse and accept other tests.