Sometimes a test might be difficult or impossible to complete. For example, you could experience a technical issue that prevents you from continuing the test, or the test instructions could be too confusing. Maybe you started the test but something unexpected happened and you're unable to finish the recording. Depending on the situation, you'll need to either report a problem or quit the test.
Use this article as a guide to help you decide what option you should choose when you experience a problem during your test.
- When you should report a problem
- When you should quit a test
- How to quit a test or report a problem
When you should report a problem:
There are too many tasks to complete within the standard 15-20 minutes, and the customer didn't tell you this in the screener.
Requests for 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.
The instructions are too confusing to follow.
When you should quit a test:
Too many distractions
Your environment becomes too loud or distracting.
Other people are talking loudly in the background, and it may be difficult for the customer to hear your feedback.
Not qualified to take the test
You don’t meet the requirements for the test.
After starting the test, you realize that you’re not qualified to complete it.
In your screener responses, you said that you have an account for a particular product or service, but you realize that this was a mistake.
Missed tasks or didn't follow the directions
You accidentally worked ahead of the task instructions.
You skipped over an important step, and now you can't go back and complete it.
Unsure about sharing personal details
The test requests other personal information you don’t feel comfortable providing.
No longer interested in the test
You decide you don't want to complete the test or something comes up and you can no longer finish it.
Remember: If the test takes longer than you thought it would and the customer didn't let you know you'd be taking a long test, you should report a problem instead.
How to quit a test or report a problem:
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:
1. Click on the "?" symbol on the taskbar.
2. Clicking the "?" symbol will display the Help menu, and your recording will automatically pause so you can select the best option for your needs.
Seamless Desktop Recorder
To quit a test:
- Click the Quit test button .
- If you decide you’d no longer like to quit the test, click Continue test. Otherwise, click Quit test.
- 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, go ahead and click the Report a Problem button .
3. On the Report a Problem screen, select the option that best describes your problem, and then provide a detailed description in the More details field.
To report a problem or quit out of a test, tap the Menu button, then tap either Problem with Website or Problem with Recorder.
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. You'll 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'll 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.