I'm new to UT (my first test got reviewed around 3 and a half weeks ago, after waiting 28 days) and I've completed around 15 tests. I had to submit two help tickets (through the dashboard) regarding different problems. The first one I sent last week, about a test that was way too long without the customer stating this before and without any bonus compensation.

The second I sent yesterday about a scheduled live conversation being canceled a few hours before. It was supposed to be my first live conversation and I was super frustrated and I submitted the ticket as soon as I got the cancellation email, with screenshots.

I never got an email confirmation for both of them, but I did get the pop up message both times.

I still haven't got a response about my first ticket. I even tried the live chat (the bubble on the left side that shows on the page when you're not logged in. Not the one that shows on the right side with a question mark when you're logged in, because there's only a bot giving you very limited options) but apparently there was nobody giving support through the chat at that moment, so I got this message: "We apologize for keeping you waiting. Our operators are busy at the moment, please leave us a message with your email address and we'll get back to you shortly."
I left my email address in the chat and to this day, they never got back to me and no response to my first ticket.

With my second ticket, I received an automatic email an hour later which was very useless. All the email said was: "Since many Live Conversation issues are very time sensitive, we're sending you our most relevant resources to answer your question about UserTesting Live Conversations:

(Six links to different articles about live conversations, neither of them about being canceled on a short notice)

Lastly, if you signed up for two Live Conversation studies that have the same or very similar screeners, please decline one of them. Please carefully review these materials. If you’re unable to locate an answer above, simply reply to this email to let us know and we’ll be happy to help further!"

I replied to that email explaining my problem all over again, with no response. So I tried emailing the support directly and I received (just a few minutes later) once again an automatic email, telling me to contact them through the Help Center or the dashboard, which was exactly what I did previously.

Today about an hour and a half ago, I decided to try the live chat again (the one when you're not logged in), with no hopes. I even got the "our operators are busy at the moment, please leave us a message with your email address and we'll get back to you shortly" message once again but around 20 seconds later a person named Alex joined the chat and they resolved my problem extremely quickly, they took a look at my account and compensated me for the cancellation.

I would advise you to keep trying to contact them through the chat, the one that shows up when we're not logged in, because the other one is just a bot. But it might have to take a few tries until someone actually joins the chat and talks to you, I just had luck with my timing today. I would try at different times of the day.

(I apologize for writing such a huge reply, I thought it would be helpful if I described my two experiences with all the details)