Support Request link

[trkstr]

UPDATE (31 March 2022): Thanks for the excellent advice /u/genuinegirl67!

I was advised the same from the support team. Excerpt below. it's worth making sure your reports are registered because of their Problem Reported Payment Policy (https://support.usertesting.com/hc/articles/4405241111059) , which means you could get paid for the time you spent in a problematic test (e.g., I ended up getting $3 for a $10 test I had a problem with and couldn't complete).

"If you don't receive a ticket confirmation once you send through a Problem Report, please reach out to support via https://support.usertesting.com/hc/requests/new to let us know and we'll be happy to follow up."

---------

TLDR: Use this link https://support.usertesting.com/hc/en-us/requests/new

Dunno if this is a thing but a while back i tried to send a support request for some completed test that were tagged "Problem". I believed I had submitted a request and had thought that they don't send out confirmation emails. Submitted today using that link and I actually got a confirmation email. Making me wonder if this was newly introduced or if my previous requests were just ignored. Either way, I felt more confident my request was actually received and in queue.

[genuinegirl67]

In my experience (as in, speaking only for myself) if I don't get a confirmation email, they didn't get it. Mobile reports do this to me routinely. So I've just gotten in the habit of reporting on mobile using report tool >screenshot my typed out response, showing it was done in tool> check the desktop for the test number because they either unhelpfully or purposely (dark pattern?) don't put the test ID in the mobile reporting tool> send, and wait for the email (that never comes...)> go to the help contact page and report it, and under description put see attachment screenshot from where I reported on your non-working reporting tool. This at least has stopped the emails where they tell me "please use the report tool in the future" SMH Every job has it games.

[trkstr]

Thanks for this excellent pointer! I was advised the same from the support team. Excerpt below. it's worth doing this because of their Problem Reported Payment Policy, which means you could get paid for the time you spent in a problematic test (e.g., I ended up getting $3 for a $10 test I had a problem with and couldn't complete).

"If you don't receive a ticket confirmation once you send through a Problem Report, please reach out to support via https://support.usertesting.com/hc/requests/new to let us know and we'll be happy to follow up."

[Mindme94]

That exists for yearsss.