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Rescheduling a session

Canceling a session

Starting a session

Participant no shows

Uploading & transcribing the session

Other FAQs

Canceling & Rescheduling

Please chat with us to reschedule. Please note that we have a 24 hour reschedule policy. If you cannot attend a session within 24 hours, we will pay out the participant's compensation and you will not be reimbursed / credited for the session.

Email or chat us the participants name and the project name within 24 hours of the session to reschedule.

If you decline a calendar invite or respond to the invite, PlaybookUX and our participants will NOT be notified so you must chat us.


If you have more than 24 hours to go until your session time and would like to reschedule, please let us know the participant's name and we will share a new time with them.

Please make sure your calendar is up to date before you reach out. This is so that participants can select the best times that work with their schedule.

If you decline a calendar invite or respond to the invite, PlaybookUX and our participants will NOT be notified so you must chat us.


We do not allow you to cancel sessions. If you are not able to make a session and you'd like to let the participant know, please chat with our team and we will communicate to the tester that the session will be canceled. In this case we will pay the tester for their time and will not issue a refund for the session


Starting a session

If this is your first time testing with us, please take a moment to grant permission to your microphone, video camera and screen recording before the session to ensure a smooth testing experience. Steps on how to grant permission

What browsers can I use to join the session?

We suggest that you use Chrome, Firefox, Brave or Edge. At the moment, Safari does not allow you to share your screen. Note: participants will still be able to share their screen regardless of the browser you use.


Participant no shows

What happens if someone no shows?

If a participant does not show for a session, please wait 5 minutes before leaving the call. After 5 minutes, you can mark a participant as did not show.

Head to the Schedule tab & locate the participant's name under Confirmed Session. Click "Participant did not show".

All participants must be marked “did not show” within 7 days of the interview date and time. If you do not mark the participant as “did not show” prior to the 7-day mark, we cannot issue a replacement as the participant will be paid for their time

When you select "participant did not show" you'll receive an option to either

  1. add the credits back to your workspace or

  2. recruit a new participant to your study.

If you choose to add the credits back to your account, you'll be able to use those credits for any future studies.

If you choose to recruit a new participant, we'll issue a replacement as soon as possible.


Uploading & Transcribing

What happens after a session takes place?

Once a session is complete, we will upload & transcribe the video. Since it takes time to process and transcribe, please be patient - it might take longer than you expect!


Miscellaneous FAQs

Will I receive a confirmation email and calendar invite?

Yes! You will. After each session is booked, the person who created the project will receive a confirmation email with the participants time, name and meeting link. You'll also receive an invite!

You can check who created the project by looking at the Study tab or the project card

How do I view the screener survey?

View the screener survey by heading to the Schedule tab. Click "Actions" next to the participant's name then click "View screener survey".

How many observers can join my session?

We don't limit the number of team members that you can invite to the platform. However, please note that the participant will see all names on the Zoom call.

What if a participant doesn't have their camera on?

Ask them! Some participants have a local computer setting where their camera is off to start. Participants are more than willing to turn on their camera so don't be shy to ask!

What if someone misrepresents themselves or has a technical issue?

If you feel that a participant has misrepresented themselves or has a technical issue, let them know and get off the call immediately (before you hit the 5 minute mark). Chat us the participant's name and we will find a replacement and cancel the participant's compensation. If you say on the call with the participant and complete the session, we won't be able to replace the participant since they will need to be paid for their time.

What information will I see before the session?

You will only be able to view the screener answers ahead of the study. View the screener survey by heading to the Schedule tab. Click "Actions" next to the participant's name then click "View screener survey".

Can I have a mix of participants?

All studies on the PlaybookUX platform are first come, first serve. Participants will meet the demographic and screener criteria selected when setting up a project. We cannot guarantee an even mix across all demographics. If you would like to reach specific quotas, you can set up multiple projects in the PlaybookUX platform.

I want to launch multiple projects. Can I run concurrent studies?

Yes! You can run concurrent studies.

I will be asking about personal information and would like to ask for consent. How do I go about it?

Similar to unmoderated studies, If you plan to ask for consent, you can do that in the screener questions.

For example, if you'd like participants to give information about their medical history, ask them a screener question like this;

"During this session, you will have to provide your personal medical information. Do you consent?"

  1. Yes, I consent to providing personal medical information (Qualify)

  2. No, I do not consent to providing personal medical information (Disqualify)

If you have a consent link or form; simply add the URL link to your screener.

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