Support & Feedback
Choose an option below so we can direct your inquiry to the right team.
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If you are a Client or Tester experiencing technical issues with a study or the platform, please let us know.
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FAQ
Clients
If you are unable to log in, please click the "Forgot Password?" link on the login screen. You will receive an email with instructions to reset your credentials. Note: Ensure you are using the correct email address associated with your Userlytics account.
We strive to support a global client base. If your specific country (e.g., Belgium) is missing from a registration form, it may be a temporary display issue. Action: Please reach out to our team via the Contact Us form or email marketing@userlytics.com, and we will manually assist you with the registration.
For the best experience, we strongly recommend using the latest version of Google Chrome or Microsoft Edge. Some features, especially the screen recorder, may not be fully supported on Safari or Firefox.
Temporary site slowdowns can happen during high traffic or maintenance windows. Action: Please refresh the page or try accessing the site from a different browser. If the site remains down for more than a few minutes, check our social media channels for status updates or email support.
You can manage your email preferences via the "Unsubscribe" link at the bottom of our newsletters. To permanently delete your account and data, please submit a formal request to our Privacy Team via the dashboard.
This error can sometimes occur due to browser auto-fill settings or ad-blockers interfering with the form. Please try clearing your browser cache, disabling ad-blockers for our site, or using an Incognito/Private window. If the issue persists, contact our marketing team directly to get your account set up at marketing@userlytics.com
Testers
If your test freezes or crashes, it is often due to a connection drop or a technical conflict with the recorder. Unfortunately, for security and data integrity reasons, you generally cannot restart a test once it has been interrupted. Please contact support@userlytics.com immediately with a screenshot of the error. If it was a technical fault on our end, our support team can investigate.
Test invitations are sent to many qualified testers simultaneously, and spots are filled on a "first-come, first-served" basis. Once the required number of responses is reached, the test closes automatically. Tip: Try to access the link as soon as you receive the email notification to increase your chances of participation.
You can update your demographic and profile information by logging into your Tester Dashboard. Keeping your profile up-to-date ensures you receive invitations for tests that match your current status and devices.
If you are unable to log in, please click the "Forgot Password?" link on the login screen. You will receive an email with instructions to reset your credentials. Note: Ensure you are using the correct email address associated with your Userlytics account.
Clients require very specific demographic profiles for their studies. If your answers do not match the exact criteria (e.g., specific software usage or location), the system ends the survey early to save you time. You are not penalized for this.