Customer FAQ

See an example user test

Got questions about testing your website or app with We have created a list of answers to the most common questions about using our tool.

And check out the user test video next to here to see what the user testing experience with us looks like.

Can't find your answer or need other help?

Please contact us if you have any questions or if you want to see the tool in action book a live demo.

Got questions about becoming a user tester?

Learn more in this user tester FAQ.

What can do for me?

Our user testing tool quickly and cheaply shows you the issues and needs of your users, and any bugs they find. From only 0,5 credits per user test, you can watch an actual user's mouse movements, as he/she is trying to use your website or app. At the same time, you'll be listening to them answering the questions and tasks you want them to complete.

What's special about

  • A multilingual panel of user testers around the world in over 40 languages.
  • NO monthly fee or subscription needed - just pay 1 credit per user test!
  • The ability to test prototypes, not just websites and mobile apps.

What do I get for 1 credit?

  • A 20-minute video recording of a user tester using your website or app, with them responding to the questions and tasks you have asked them to complete. You set the demographics of the user tester to ensure they match your target audience, like age, gender and country.
  • A much better understanding of their issues, doubts, hesitations and needs, plus any bugs they find.

What countries do you have user testers in?

Our panel of of over 1 million user testers is from over 40 countries including United States, Canada, United Kingdom, Australia, Germany, France, Italy and Spain. We even have testers from countries like India, Japan and China. For non-English speaking countries, user testers can often also speak English in addition to their countries language, so you can do bilingual user tests.

Is any software required to be installed?

The users that do the user testing need to download a free desktop and mobile app to do the user testing:

When creating the test you don't need any software, but we recommend that you also download the app so that you can preview your test.

When do I make payment for the user tests?

Payment is required after you create your user tests. As soon as payment is completed, your user tests will start. You can also pay in advance for user tests in larger amounts.

What payment methods do you offer?

We currently offer payment through all major credit cards. If you need payment via invoice and bank transfer, we can also offer that if you contact us.

What demographics can I use for creating user tests?

We currently offer these types of demographics for selecting our user testers:

  • Gender
  • Age
  • Country
  • Language
  • Level of web expertise

Do you offer both moderated and unmoderated user tests?

Yes we offer them both.

Moderated user tests are ideal for feedback on full website, complex web pages or apps, and customer interviews. They are done with a moderator of your choice and come in 40 or 60 minute sessions.

Unmoderated user tests are ideal for gaining feedback on simple websites/apps, on a limited set of pages, and prototypes. They are recorded by the user tester on their own, and come in 20, 40 or 60 minute sessions.

You can read more about the differences between moderated and unmoderated tests at this blog post.

How soon do I get the results?

Usually within 1-2 hours. Depending on your preferred demographics and screener questions it may take up to 24 hours.

How can I create notes or annotations in the tool?

You can easily create notes and annotations in the tool when reviewing each of your user test sessions. Annotations can quickly be turned into video highlight reels for you to share with your team, and even posted to YouTube, all within just a few minutes.

Besides websites and apps, can I also test prototypes?

Yes, you can also test prototypes hosted in Figma, Invision or any other prototyping tool. Just enter the prototype URL as the starting URL of your test and make sure that this URL is publicly accessible.

What does a usability tester do?

They follow your instructions specified in your brief assignment scenario, to accomplish a task using your website. While doing that, they will be speaking their thoughts out (problems, questions, or what prevents them to easily do what you've asked). Meanwhile, you can watch their mouse moving through your site.

How many usability tests should I do?

Usability gurus suggest 5 tests per device type (desktop, mobile, tablet) are enough to reveal about 80% of existing problems with any website at any given point, and for a particular test scenario.

Can I have my own users as testers?

Yes. When you setup your test, you have the option to use your own users. When using your own users, the test time limit increases from 20 minutes to 60 minutes. Your users don't need to register on our platform. We provide you with 2 links to pass to them. One to install our recording app (it takes less than 1 minute) and one to start the test. It's super easy and slick.

Can I test my competitors' websites?

In fact, you can test any website. You can even have a tester compare two different websites—for instance, your website against a competitor's—and see which one they go for and why. In such case, write one of the websites in the URL field, and the other in your task assignment. Contact us in order to help you setup such scenarios.

Can I watch the testers use a credit card?

There are two ways you can do that:

1. Tell the user testers to go through buying your product with fake details or

2. Give them a dummy credit card number and fake personal details to use in the scenario field.

What are screener questions?

Use screener questions to filter the user tester panel in more detail, and we highly recommend these for getting an exact match for your target audience. For example, you can create a screener question that asks whether the testers have recently bought products from your industry and only allow them to take your test if they have.

You can create whatever screener questions you would like. You can create an unlimited amount of them, but we recommend that you don't use more than 2 or 3 or you will potentially get very few user testers that quality for your user tests or it will take a longer time for them to be completed.

Will I get an invoice?

Yes. You'll receive an invoice by email, 1-2 days following your payment.

What do I do to get a refund?

If you are not completely satisfied with our service, or if a video was not perfect, please contact us or use the "report video" link on the result page within 7 days for an immediate refund or replacement.

Can I send the results of my tests to other recipients?

Yes. You can share the URL of the usability test result page with your business associates, or any other person of your choice. You can also add as many members of your team on each of your projects.

When is the best time to run my next usability test?

When you correct what the testers have suggested in your previous usability test, we suggest you proceed to your next usability test. This will show you if your corrections were in the right direction to help the users.

Furthermore, you can run other tests with different tasks. There's always room for improvement on a site, no matter how 'perfect' it may seem. Periodical usability testing will eventually make your site truly usable.

How can I become a tester and earn money by testing websites and apps?

If you don't want to test your website or app, but instead you want to become a tester and help test other people's websites and apps and get paid, please head over to the testers FAQ page.

Need more help? Or are you ready?

If you have any more questions, feel free to contact us. If you are ready to get started, create your user tests - no credit card is required to begin!

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