Payments from UserTesting are sent via PayPal to all contributors 7 days after the time you complete a test. If it’s been more than 7 days since you completed the test and you still don’t see payment, then please check the following:
- Did your test upload successfully?
- Is your PayPal email spelled correctly?
- Did you confirm your email when you set up your PayPal account?
- Is your PayPal account in good standing?
TIP: For information on how to fix any issues with your PayPal account, review these PayPal Resources.
Did your test upload successfully?
Check to see if your test was successfully uploaded to our customers by navigating to the Completed Tests tab on your Desktop Dashboard or the Test history tab in the mobile app.
If you don’t see the test in question listed with the time and date of completion, this means that the customer did not receive your test. Unfortunately, we're unable to provide payment for tests that don't reach our customers.
NOTE: Standard tests can take up to 1 hour to appear in the Completed Tests tab, and Live Conversation tests can take up to 2 hours to appear in the Completed Tests tab.To make sure your test uploads next time, try these troubleshooting steps.
Is your PayPal email spelled correctly?
If your PayPal email contains an error, then your payment won't reach you. Follow these steps to check your PayPal email:
From a computer:
- Open your dashboard menu, and click Settings.
- Once you're on the Settings page, scroll to the Edit PayPal email section.
- Review the email address listed under Current PayPal account to make sure that your email is accurate.
If you notice that the wrong email address is listed, please update your PayPal email address.
From a mobile device:
1. Open the UserTesting app.
2. Tap the Test history tab.
3. Then tap on your test to view the Test details.
4. Review the PayPal email on the Test details screen to make sure that the email is accurate.
Did you confirm your email when you set up your PayPal account?
You need to confirm your PayPal email in order to receive payments. After your PayPal account is confirmed, you should see the payment from UserTesting on your account.
Is your PayPal account in good standing?
If your PayPal account is limited or PayPal has placed your payment on hold, the Payment status for your test will be Held by PayPal. You need to resolve this before you can receive your payment.
Please check your PayPal account to find out why there are limits on your account or why your payment is on hold. PayPal will send you an email with any updates about your account, so we also suggest checking your inbox.
NOTE: Unfortunately, we’re not able to remove any holds or limitations on your PayPal account. Instead, please contact PayPal if you have any questions. It may help to verify your account. Unverified accounts have limits on how much money they can receive per month. Keep in mind PayPal Verification usually takes 2-3 business days in the United States and 4-6 business days outside the United States.
If your account is Verified and still limited, follow the steps listed in PayPal's help article.
If you don’t hear from PayPal within 3 business days, we suggest that you call the Resolution Department at 1-888-221-1161 or 1-402-935-2050, if you’re calling from outside the U.S.
If you're located in India, please refer to the steps provided by PayPal in this article for how to confirm your account.
After you resolve your issue and your PayPal account is in good standing, tap the Contact Support button under your test details to request that the payment be resent.
PayPal Resources:
How do I receive PayPal payments?
How do I remove a limitation from my account?
Why are there limits on my account and how can I remove them?