Contacting Support

We're here to help. Here's how to reach us and what to do before you contact support.

Before contacting support

Check this knowledge base first — many common questions are answered here. Try searching for keywords related to your issue.

If you can't find what you need, then reach out.

How to reach us

Email us at the support address listed on the Contact page. You can reach it from the footer under "Company → Contact."

What to include in your email

• Your account email — so we can look up your account.
• A clear description of the issue — what happened, what you expected, and what actually occurred.
• Screenshots — if something looks wrong, a screenshot helps us see the problem.
• The test URL or ID — if your issue is about a specific test.
• Steps to reproduce — if it's a technical issue, tell us exactly what you did before the problem occurred.

What NOT to include

• ❌ Passwords — never send your password to anyone, including support.
• ❌ Payment information — we'll never ask for your full card number.

Response time

We reply Monday through Friday, usually within 1–2 business days. For urgent issues (can't access your account, payment problems), we prioritize accordingly.

Common issues & quick fixes

My test isn't getting responses

Try these steps:

1. Check visibility — make sure your test is published and set to "public" or "community" so it appears on the Live Tests board.
2. Review your landing page — is the headline clear? Does the scenario make sense? A confusing landing page discourages testers.
3. Increase the reward — testers are more likely to take tests with higher credit rewards.
4. Share your link — post it on social media, in newsletters, or send it directly to friends and colleagues.
5. Check device type — if you set "desktop only," you're excluding mobile testers. Try "any" to broaden your pool.

I can't access my test results

Test results and insights reports appear on your dashboard once you have at least one approved response. If you have responses but no results:

1. Check if responses are still pending — you need to approve at least one response before the insights report can be generated.
2. Make sure you're on the right test — go to your dashboard and click into the test.
3. Try refreshing the page — sometimes results take a moment to load.

My credits didn't appear

Earned credits are granted when the test creator approves your feedback — not when you submit. If you believe credits are missing:

1. Check your notifications — did you receive an approval notification?
2. Check your credit transactions on the Buy Credits page.
3. If it's been more than a few days and you haven't been approved, the creator may not have reviewed your response yet. Be patient.
4. If you're certain something is wrong, contact support with your account email and the test title.

Technical issues during a test

If your recording fails or the test page doesn't load:

1. Use a supported browser — Chrome or Firefox are recommended. Safari and Edge may work but are less tested.
2. Grant permissions — make sure you've granted screen and microphone permissions when prompted. Check your browser's site settings if you're unsure.
3. Close other tabs — too many open tabs can cause performance issues during recording.
4. Check your internet — a stable connection is needed for uploading recordings.
5. Disable extensions — ad blockers or privacy extensions can sometimes interfere with screen recording.

If the issue persists, contact support with details about your browser, OS, and what happened.

My site blocks iframe embedding

If your test URL can't be embedded in an iframe (common with Shopify, Wix, and sites with strict security headers), RoundRobin will guide you to use the SDK embedding method:

1. During test creation, the system will detect the issue and switch to SDK mode.
2. You'll receive a JavaScript snippet to add to your site.
3. Add the snippet to your site's HTML (usually in the or before the closing tag).
4. Verify the installation using the provided verification tool.
5. Once verified, your test will work with the SDK method.

If you need help adding the snippet, contact support with your site platform (Shopify, Wix, custom, etc.) and we'll provide platform-specific instructions.

Payment issues

If you have trouble buying credits:

1. Check that your card is valid and has sufficient funds.
2. Try a different payment method.
3. Make sure your billing zip code matches your card.
4. If the issue persists, contact support with a description of the error (but never your full card number).

Still stuck?

If none of the above helps, don't hesitate to email us. We're a small team and we genuinely care about making RoundRobin work for you. Include as much detail as possible and we'll get back to you as soon as we can.