Your satisfaction is our #1 priority

At JustAnswer we want you to find the answer you're looking for. If for any reason you're not satisfied, our Customer Care team is ready to help 24/7.

Quickly find what you’re looking for on this page

How may we help you?

Questions in this category

This will cancel your membership. Are you sure you want to proceed?

This will refund your payment and cancel your membership. Are you sure you want to proceed?

Getting Answers


  • If for any reason you're not happy with your answer, you have a few options.

    1. You can talk with the Expert and let them know you're dissatisfied. The Experts are vetted professionals and will work to answer your question until you're happy.
    2. Or, you can let the Expert know you would prefer to work with a different Expert. In that case, your question will be made available to other Experts at no additional cost.
    3. Finally, you can always request a refund as part of our 100% satisfaction guarantee. 

    973
  • We'll notify you via email when you have an answer. You can also check your My Questions page to see if an answer is waiting for you. Click here to go directly to your My Questions page. If you're not signed into your account, you will be prompted to sign in.


    1768
  • Don't worry if you ask your question and don’t get an answer right away. Sometimes it just takes a little time for the Expert to create their response.
     
    Many times an Expert has responded and the customer is simply not aware there is a response waiting for them.  Please click HERE to view your MY QUESTIONS page and see if an Expert has responded.  :)
     
    It's also possible that the Expert is having a hard time understanding your question. Feel free to add more information to help the Experts help you.

    975
  • Yes. When you ask your question, you will be emailed as soon as an Expert replies to your question.  However, if you have created an account without entering your email address, then you will have to update your account by clicking HERE.
     
    You can also check your MY QUESTIONS page to see if an Expert has resonded by clicking the link below: 
     

    971
  • If you have already paid the question price but can't view your answer, it's probably because you are not logged in. Try logging in to your account again and this should solve the problem.

    963
  • Yes. After asking your question, you will be emailed as soon as an Expert replies to your question. If you need to update your email address, you can do so on your My Account page. You can also receive a text message when an Expert has responded to your question. To update your email or opt in to text messaging, click HERE. If you wish to receive a text message, be sure to select the box next to Phone Notification to opt into text messaging. Don't forget to save your settings so we can notify you when an answer is waiting for you.
    You can also check your My Questions page to see if an Expert has responded. Click HERE to go to your My Questions page. If you're not signed into your account, you will be prompted to sign in.


    1767
  • If an Expert answered your question and they do not have the credentials you would like them to have, please feel free to post a response on your question page and ask for a different Expert with the credentials you are seeking to help. And, when you ask another question on JustAnswer, please be sure to let the Experts know, in your question, if there’s a specific credential you’re looking for in an Expert. 

    976
  • Typically you'll only receive an answer from one Expert. If you receive more than one answer from two Experts and you feel one of them is better, please reply and directly address the Expert you wish to continue with.


    1766
  • We'll notify you via email and SMS when you have an answer. You can also check your My Questions page to see if an answer is waiting for you. If you're not signed in to your account, you'll be prompted to sign in.


    1939
  • If you receive more than one answer and you feel one of them is better, you may rate that one. If the answers are similar, you may wish to rate the one that was posted first. If the answers are different and helpful, feel free to rate more than one. Please remember that you will have to pay for each answer you give a positive rating to and cannot change the question value between different answers. 


    960

Issues and Concerns

  • You have a few options.
     
    1. You can let the Expert know that you are dissatisfied with the answer by clicking “REPLY” and explaining why.  Oftentimes, the Expert will be more than willing to work with you in order to improve on the response.
     
    2. Or, you may tell the Expert you would simply like to work with a new Expert.  In that case, the Expert helping you can make your question available to other Experts by opting out of your question.
     
    3. Or, you may request a refund as part of our 100% satisfaction guarantee.  For more information on how to request a refund, please click HERE.  
     

    1769
  • If you no longer need an answer and would like to cancel your question, you can reply to your Expert and let them know that you no longer need assistance, and your question will be closed. If you would like a refund for your question and the charge occurred less than 30 days ago, click here to learn how to request a refund.


    1781
  • You can check for your answer here. If you need your answer right away, you can call Customer Care and we'll make sure an Expert responds as soon as possible.


    2071
  • The easiest way to check if your question has been answered is on the My Questions page. We can notify you via email and text. Update your email and mobile number here.


    2073

Asking Questions

  • The minimum price option is generally around £15, but is higherin some categories. Users can choose the higher prices based on the urgency and complexity of the question. The average question costs about £30. 


    940
  • To ask a question on JustAnswer®, go to http://www.justanswer.co.uk and enter your question. Remember that Experts may have further questions for you in order to best answer your question. If you receive a request for more information from an Expert, you can reply to your Expert using the reply box on your question page. You can continue to reply to your Expert using the Reply link until you are ready to give their answer a positive rating.

    967
  • It depends – but when you’re setting a price, consider both the urgency and complexity of your question.  If your question is very complex and you need an answer immediately, then you should probably set your price higher to better get the attention of the Experts.  If your question is straightforward and probably won’t require much research, you can probably set your price lower. 

    The lowest price for a question is typically around £15, and the highest can go upwards of £100, but each category is different so don’t be surprised if the pricing isn’t exactly this.  When pricing, also consider what the value of your Expert’s time might normally be – for example, a lawyer might require £250 per hour (or more).

    If you have an exceptional experience with an Expert, you can also give them a bonus or tip of in any amount of your choosing.


    954
  • Editing your Question or Reply is simple!  However, before you can edit your Question/Reply, there is one rule to be aware of:

    • You can only edit what an Expert has not yet responded to.  If you post your Question and an Expert has not responded, then you can still edit your Question.  If an Expert has responded and you reply back to the Expert, then you can edit your Reply as long as the Expert has not responded.

    Here are the steps to edit your Question or Reply:

    1. Make sure you are logged into your account
    2. Click on MY QUESTIONS (or you can click on the Question link in your email)
    3. Click on the Question you would like to edit
    4. Now, you should see an EDIT link on the post that you are able to edit.  This could be your initial Question, or a recent Reply
    5. Click the EDIT button and proceed to enter your corrections/changes
    6. After you are finished, click UPDATE POST

    994
  • Let everyone know that you have solved the question and post the solution to enlighten other users who might be curious. This will also be appreciated by Experts who then will spend time helping others with their questions instead.

    974
  • Just let us know by clicking the CONTACT US link located on the left side of your screen. We'll get it to the appropriate category.

    972
  • You can keep your question open by staying active! Each time you post a reply; your question is relisted and is automatically reset to be open for 24 hours.
     
    If your question closes because there has been no response, you can click on the RELIST link next to your Question on the MY QUESTIONS page.  Or you can go directly to your Question page and click the RELIST link near the top of the screen next to the title of your Question.
     
    Relisting gives your question a new 24-hour extension.

    978
  • You cannot edit your original question or replies but if you want to add more detail or you previously posted something that needs clarification, click on your question and scroll down to post new information.

    Enter your reply in the text box (similar to the screenshot below) and click Send.


    1764
  • When posting a question on JustAnswer, you will be charged equal to the value of the question you submit. You can pay for your question using a credit card or PayPal account.  If you're not happy with the answer you receive let the Expert know by responding to them. The Expert isn't paid until you give them a positive rating and, the charge is 100% refundable for 30 days from the date of the charge.

    953
  • When posting a question on JustAnswer, you select the price that you are willing to pay for an answer. Once your question is posted, you will be charged.
    You can pay for your question using a credit or debit card. If you're not happy with the answer you receive,  you can let the Expert know by responding to their post. The Expert isn't paid until you give them a positive rating and, the charge is 100% refundable for 30 days from the date of the charge.


    1762
  • You can keep your question open by staying active! Each time you post a reply, your question is relisted and is automatically reset to be open for 24 hours. If your question closes because there has been no response, you can give us a call or send us an email by clicking on the Email or Phone options in the top right of the page. We can then reopen your question.


    1763

Expert Services

  • Depending on the type of service offered, some can be as low as £5 with some upwards of £500. The Expert determines the price of the Expert Service and sometimes they will review the price with you before you receive an offer. Please note that there is a fee for accepting an Expert Service, in addition to the value of your question.


    1574
  • Expert Services are outside of JustAnswer's standard question-and-answer platform. As such, the Experts can offer you services outside of an online question-and-answer such as a live phone call or document preparation. Because Expert Services are conducted off the website and require more than an online question-and-answer, the additional charge is compensated to the Expert for their additional time helping you.


    1578
  • Sometimes an online answer is just not enough. As such, you can receive additional help from the Experts on JustAnswer. Your current Expert can help you achieve a more complete solution with a variety of services including but not limited to a live phone call, live video call, document preparation and more! The Additional Services are outside of JustAnswer's standard question-and-answer platform. They may be conducted off the website (either by phone, chat, email, remote desktop or any other third-party tool) but remain for general informational services only. To accept the Additional Service your Expert offered you, simply click the Accept this Offer button in orange. If your Expert hasn't offered you an Additional Service, you can request one by clicking on Call me button under your question box to get started.


    1576
  • Now that you've accepted a phone call, review the helpful tips below to make sure you get the most out of your call.

    1. Provide the Expert with your phone number so they can call you. Look for the private message box to share your phone number.
    2. Look for a response from the Expert to see when they're available. Most of the time you'll receive a call within minutes. If you haven't received a call yet, send a reply to your Expert letting them know you're ready.
    3. If the current Expert helping you says they are not available to call you, no need to worry. We'll find another Expert to call you, usually in 60 minutes or less.

    We hope your call is a success and that we can help answer more questions for you in the future.


    1936
  • After posting your question, if you would like to request an Additional Service, click on "Call me" beneath the question box. By clicking on Call me, you will have the opportunity to let your Expert know what type of service you're interested in, such as a live phone call, live video call, document preparation and more. After selecting the service, click the orange button that says Request Services. By requesting a service, your Expert will be notified and will have the opportunity to send you an offer.


    1782
  • Now that you've accepted more Q&A/ongoing help from the Expert, review the helpful tips below to make sure you get the most out of your session.

    1. If you're not satisfied with the answer you received, reply to your Expert and let them know why you are not satisfied. They'll continue to help until you are satisfied.
    2. If you're still waiting for a response from the Expert, send them a reply and let them know you're standing by. If your Expert is online, they may be helping another customer at this time and will get back to your soon.
    3. Remember, your Expert will continue helping you beyond the scope of your original question directly on your question page. As a reminder, you will not receive a phone call.

    We hope your session is a success and that we can help answer more questions for you in the future.


    1937
  • Now that you've accepted a Remote Support session from the Expert, review the helpful tips below to make sure you get the most out of your session.

    1. Look for a link shared by your Expert to begin the session. Just click the link to get started. If you have any trouble, reply to the Expert to let them know.
    2. If you're still waiting to get a link from your Expert, reply and remind them you're standing by. If you don't hear back in a timely manner, you can contact our Customer Care team by clicking on the Email, Chat or Phone links to the right of this page.
    3. Remember, all Remote Support sessions are secure and private. Our Experts access your computer over the internet and fix your problem while you watch. Once the session is over, the Expert no longer has access to your device.

    We hope your session is a success and that we can help answer more questions for you in the future.


    1938

Rating answers/Experts

  • Once you receive an answer to your question, you can decide how you want to rate the answer. Your Expert will not be paid until you give the answer a positive rating. If you are not satisfied with your answer, you can request a full refund within 30 days.  Your transaction comes with a 30-day money back guarantee. 


    977
  • You can give your rating by selecting one of the five stars located on the top right of the question page. Giving a positive rating compensates the Expert for their time with you. Please remember that your Expert will not be paid until you leave a positive rating for the answer.


    1773
  •  
    If you do not give a positive rating for an answer you will have the option to respond to the Expert or request a new Expert.  Typically the Expert will be able to provide you with a better answer that you will be happy with.
     
    We track the number of answers each customer receives and the number of answers the customer chooses to leave a positive rating and pay the Expert for, and we publish this ratio to the Experts. If this ratio gets too low, Experts may be less inclined to answer a customer’s questions.

    956
  • If you do not give a positive rating for an answer you will have the option to respond to the Expert or request a new Expert. Typically the Expert will be able to provide you with a better answer that you will be happy with. If you give a negative rating, you will have the option to open the question to other Experts by selecting Request a New Professional. We track the number of answers each customer receives and the number of answers the customer chooses to leave a positive rating and pay the Expert for, and we publish this ratio to the Experts. If this ratio gets too low, Experts may be less inclined to answer a customer’s questions.


    1772
  • You can give your rating by selecting one of the five faces located under each answer. Giving a positive rating compensates the Expert for their time with you. If the value of your question is more than the value you have paid, then the difference will be debited from your previously specified payment method. Please remember that your Expert will not be paid until you leave a positive rating for the answer.


    957
  • Yes. After you leave a positive rating for your first answer, the other answers will still be available and you can leave a positive rating for one of those as well. You can leave a positive rating for the second answer just like you did your first. One note: you will have to pay for each additional answer you leave a positive rating for and cannot change the question value between different answers.

    959
  • While we are unable to remove ratings, our customer support team can help you with finding a new Expert to assist you. If you would like to work with a new Expert, please give us a call or send us an email by clicking on the Email, Chat or Phone options in the top right of the page.


    1780
  • Once the Expert provides an answer to your question, you will have the opportunity to rate it.  If you are satisfied with the answer you received, then you should make sure to give a positive rating.  It is important to remember that this is the only way the Expert will get paid for answering your question.

    If you are not satisfied with your answer, click REPLY and offer feedback to the Expert so that they may improve their response.  If you would prefer a different Expert to answer your question, you may ask the Expert to make your question available to other Experts.

     

    955
  • No. After you leave a positive rating for your first answer, the question is closed and you will not be able to leave a rating for any additional answers.


    1774
  • While we are unable to remove ratings, our customer support team can assist you wtih compensating the correct Expert if you gave a positive rating to the wrong answer.  You can reach our support team by clicking here.

    961

Other

  • Follow the instructions below that best fit your situation:

    Use email to send photo from phone to your computer (recommended)

      From iPhone
      1. First, make sure your iPhone is connected to the Internet through either Wi-Fi or your cellular network.

      2. Open the iPhone’s camera roll and tap to view the photo you want to send.

      3. In the lower right corner, tap the share button (it looks like a box with an arrow pointing up), then choose “Mail.”

      4. A new email message will open with the photo attached. Enter your email address in the “To” field, then click send.

      5. Using your computer, open the email you just sent yourself and save it to your photos folder.

      6. Once you have your photo, click HERE to see how to upload your photo to your question.

      From Android

      1. First, make sure your Android phone is connected to the Internet through either Wi-Fi or your cellular network

      2. Open the email application or an email app of your choice
      3. Click compose to create email

      4. Locate the attach button, which looks like a paper clip. Select “Images” when asked what you want to attach.

      5. You may be prompted to select an application in which to find Images. Select “Gallery” if you are unsure which imaging application you use (It is possible to set default applications for images, so you may have to complete this step).

      6. Search for and select the photo.

      7. Enter your email address in the message, then click send.

      8. Check your email from a computer to retrieve your photo.

      9. Once you have your photo, click HERE to see how to upload your photo to your question using your computer.

      If you need instructions for a different kind of phone, or if you have other questions, send us an email by clicking HERE.

      Connect phone directly to your computer

        From iPhone
        1. Connect your iPhone to your computer using a USB connector cord.

        2.Wait for the computer icon to pop up letting you know your phone is connected and pictures are ready for uploading. The system should automatically connect for you. If not, you may have to choose “Import pictures and videos.

        3. Wait while the pictures upload to your computer.

        4. After the upload is complete, click HERE to see how to upload your photo to your question using your computer.

        From Android

        1. Connect your Android phone to your computer using the USB connector cord.

        2. Once your phone is connected, an auto-play pop-up will appear. Select “Open device to view files using windows explorer.” Make sure your phone is unlocked to view files.

        3. Next, click “phone”; then double-click the “DCIM” folder; then double-click “Camera” to view your images.

        4. Select the photo(s) you’d like to access and copy them by pressing “Ctrl+C” on the keyboard while they are highlighted.

        5. Go to your desktop and paste the photos by pressing “Ctrl+V” on the keyboard.

        6. Once your photo is on the desktop, click HERE to see how to upload your photo to your question using your computer.

        If you need instructions for a different kind of phone, or if you have other questions, send us an email by clicking HERE.

      “Cars” and “antiques” categories only: Upload photo directly from phone to JustAnswer website

        Uploading photos on the mobile site is only available before submitting your question (and only in the “cars” and “antiques” categories).
        1. Visit www.JustAnswer.co.uk on your mobile device.

        2. Enter your question in the “Car” or “Antiques” categories

        3. On the second page (Optional Information), tap “Add photo or file”

        4. Tap “Choose file”

        5. Locate the photo stored on your phone, then click continue. NOTE: After your question has been submitted, you cannot add photos directly from your mobile device.

        If you have already submitted your question, please follow the instructions in the previous sections that best fit your needs.

         

       

       


    1778
  • This usually means that you’re not signed in. To see if you’re signed in, look in the upper right hand corner of the page for My Account. If My Account is not there, you should see an option to Sign In. Simply sign in and go back to your question to send your Expert a reply.
    If you are signed in and still cannot reply, your question might have closed due to inactivity. If your question closes because there has been no response, please give us a call or send us an email by clicking the Email or Phone options in the top right of the page.


    1776
  • Follow-up questions are free as long as they are asked on the original question page. You can ask the Expert a follow-up question by opening your question page and replying to the Expert. Do not post your follow-up by opening a new question page as this can result in additional payments and it is likely that a different Expert will answer your question.


    1783
  • You can send a photo or file to your Expert using the file attachment tool in the reply box of your question page. Here's how:

        1. On your question page, look below the reply box at the bottom of the page for a link that says +ADD FILES. Click this link.

        2. A pop-up window will open. Locate the file on your computer, click it once, then click OPEN.

        3. A link representing your photo or file should now appear below the reply box on your question page.

        4. Insert text in the reply box and click on the SEND button to send your photo or file to the Expert.

      To send a photo or file, it must be 5MB or less and in one of the following formats: GIF, PNG, JPEG, ZIP, RAR, PDF, DOC, XLS, PPT, DOCX, XLSX, SWF, FLV, WMV. If your photo or file is larger than 5MB, please resize it or send it to customer support at [email protected].


      1777
    1. This usually means that you're not logged in. To see if you're logged in, look in the upper-right corner of your browser for MY ACCOUNT.  If it says "Log In", then log in and try to post again.

      979
    2. Please consider giving them a bonus! This is easy to do when you give a positive rating for an answer. You can also come back and add a bonus at a later date by using the "Write a review or give a bonus" button on your question page. Also feel free to let people know about your great experience on JustAnswer on the JustAnswer® Facebook℠ page or on Twitter℠.


      1775
    3. Please consider giving them a bonus! This is easy to do when you give a positive rating for an answer. Or you can come back and add a bonus at a later date by using the "bonus" button on your question page. Also feel free to let people know about your great experience on JustAnswer on the JustAnswer® Facebook℠ page or on Twitter℠.

      958