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JustAnswer Expert FAQ's

You can find responses to frequently asked Expert questions below and on our User FAQ Page. If you don't find what you're looking for here, ask customer service or email us at Experts@justanswer.com. Our Rapid Response Team is here to help you 24/7, 365 Days a Year.

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 Can I be notified as new questions are asked?
 Yes. Just go to the category that you want to "watch" and click on the link that says "Watch this category for new questions". You will receive an e-mail every time a new question is asked. Clic
 Why are some posts highlighted in green?
 The questions that are posted and have a deposit already paid are highlighted in green. You will also see repeat Customers highlighted in green. This means that they have been a paying Customer in the past and that they have come back to ask another ques
 Can I copy information from another site and use it on JustAnswer?
 You may use information that you find by doing a web search but that information cannot be cut and pasted into your response unless you
 What if the question is not clear?
 If you don't fully understand the question, say so! Customers will appreciate it. Most Customers speak English, but some may need a little help asking clear questions. Take the time to clarify the question with the customer, so you don't end up spending a
 What if a Customer is being unresponsive?
 Be patient. Usually, the Customer is trying to get the answer as quickly as possible and may be under a deadline. You won't help them by being impatient. JustAnswer also sends a reminder e-mail after twenty-four hours if the Customer hasn't accepted yet.
 What if a Customer or other Expert is being rude?
 Be professional and polite. You can say that you're not happy with the situation, but don't escalate the problem by fighting back. That won't solve anything and will be a waste of time. Report rudeness, derogatory comments or sarcastic remarks and we will
 What if I see an answer that is almost perfect but could use a little help?
 You should use the "Assist" report tool to suggest the improvement. That helps the customer and is respectful of the other Expert.
 Can I ask the Customer to increase the value of their question?
 No. If their question remains unanswered and is closed without a response, they receive an automatic email suggesting that they evaluate the value of their question and adjust accordingly. You can, however, send an "Underpriced" report and let a modera
 What if the question is simply common sense or seems too easy?
 You have to remember that Customers come to Just Answer! from all walks of life. Many questions that seem simple to you are not simple to them. In many cases, they simply want you to validate what they already know.
 Can I post followup notes to the Customer if they don't accept, urging them to do so or to see if they still need followup?
 No. The site already sends emails to the Customer after a question closes, requesting that they come back and pay their Expert. If you want to send a note to your Customer, the only acceptable method of doing so is using the reporting functions made
 What accounting reports are available for my use and how do I use them?
 There are ten reports that are available for your use. You can access them by going to "tools" then "my reports." Use the drop down box to access the report that you need. Question Expenses- These are the questions that you hav
 Can I email or privately contact the customer?
 Our site is set  up so that you can help people in a public way.  By inviting people to email you, you are circumventing our process.  To be fair to everyone we do not allow this sharing of contact information. 
 A question is closed but I want to post a response. Can I?
 If you were already involved in the question, you can still post on the page for up to seven days after the question has closed. If you were not involved or communicating with the Customer, you cannot respond. But you can use the reporting tools on the
 Is a link to another website a sufficient answer?
 If all an Expert can do is refer the customer to another site, they should not answer the question.If you can use your own words and answer the question and THEN use links to back up what you say, this is ok.Even
 There's an urgent question that might be an emergency. What should I do?
 If you see a question posted where the Customer is in danger, please refer them to this free hotline resource.If you're comfortable with it
 What notifications does the Customer receive during the question process?
 Customer signs up. They receive an email requesting that they activate their account.Customer posts their question. They receive an email to let them know that their question has been posted for Experts to view.The C
 I have questions about being an Expert. Who can I ask?
 If you have questions about being an Expert, you have two options. You can email experts@justanswer.com and a Moderator will answer your question. Or you can post your question and get answers from other Experts, Moderators or Site Administrators in our
 My Customer or another Expert is arguing with me on the question page. What do I do?
 There should be no arguing at all on the question page. If the Customer seems argumentative to you, you can notify a moderator by reporting the question and let this moderator mediate the situation for you. If another Expert is arguing with you on the
 A Customer is asking for my private contact information. Is it safe?
 You need to take the same precautions on JustAnswer that you would on any other online site. Don't share your personal contact information, address, private email address or any other identifying information with anyone on the site. Try to keep all of y
 How do I take a screen shot?
 Taking a screen shot is pretty easy. First, just find the "PrintScreen" button on your keyboard. Pushing that takes a screen shot and puts it into your clipboard. Now you'll need to go into Paint or some other image application. Then ju
 What does the NYA email say?
 Subject: Please accept my answer I hope my answer on your <subject> question was helpful. However, I just noticed that you did not accept my answer. You did pay the deposit and this unlocked my answer for
 Can I add a hyperlink to my posts? How?
 You need to have the Advanced Post Tool turned on: Tools --> Edit profile --> Advanced Post tool --> On
 I can't go any further with the customer. Can I opt out?
  When a Customer replies to your answer and you realize that you are not able to continue helping the Customer, you can opt out of the question. How? By clicking on the "opt out" tool in the reply box, on the question page. When you click th
 Can I refute negative feedback?
  Negative feedback can be refuted by going to your feedback page here: http://www.justanswer.com/leave_feedback.asp
 I see a question from an underaged customer. Should I answer it?
 Customers must be at least 18 years of age or have the permission of their parent or guardian to use JustAnswer. If you see a question from a customer who is underaged, please report it. Do not answer it. Moderators will verify age and permission and w
 Why are some posts highlighted in pink?
 Posts highlighted in pink are posts that have been marked "high priority." This might be because the Customer needs a fast answer or it might be because the Customer has already paid the deposit and has been waiting for a while. It also might mean that
 What does Timed Out mean?
 Posts that are "timed out" are questions that were open for more than twenty-four hours. All questions are listed for twenty-four hours before they automatically close. Timed out does not mean that the process is over. Many customers come back and acc
 I need to contact a moderator for help. How should I do this?
 If you need to contact a moderator or site administrator, you can send an email to experts@justanswer.com. Feel free to use this email address to give site feedback, report bugs, give kudos or to get help with any problem you may have.
 What do the reports mean in the pull down menu on an Expert's answer?
 Expert Reports explained
 Can I share an Expert account with my spouse?
 No. If your spouse would like to be an Expert, he/she needs to sign up with a different email address. This is because each Expert must undergo evaluations before becoming an Expert. It's not fair for Experts to share accounts because each Expert should
 What should I do if a Customer is abusing the system by not accepting good answers?
  It's up to the Customer to decide if the answer is helpful. In some cases, the Customer will not agree with the answer, find the answer on their own while waiting or maybe their deadline passed before they got an answer. If this is the case, we don't w
 Can I prompt a customer to accept past answers before I answer a new one?
 No. It's the Customer's choice whether or not they accept an answer and only they know which answer is helpful. So, do not post on the question page and ask them to accept prior answers before you will work with them. However, you can report the quest
 I need to opt out. What's the proper procedure?
 Ideally, when you need to opt out, it's best to post an info request on the page to let the customer know that you're opting out. You can simply post an IR that lets them know that you can't go any further with them and that are opening the question up to
 Can I link to my website, blog or personal store?
 At this time, Experts cannot link to personal stores, blogs or their own websites, even if the subject matter is similar.
 Why are some posts highlighted in yellow?
 Posts highlighted in yellow mean that the question is from one of our press friends. It maybe a newspaper, magazine or other press source trying our our site. The color just makes you aware of the type of customer you're dealing with.
 Why are some posts simply "white" in the question list?
 White questions are questions where the customer has not paid the deposit. These are Not Yet Paying Customers (NYPC's). Don't worry, most of the NYPC's convert to paying customers if you answer their questions. They're just waiting to see your profile
 A customer has posted a page on the site that appears to be a customer service issue about the site. Should I answer it?
 No. Please use the Close Question or Other report tool on the customer's question box and add a note in the comments that it is a customer service issue. This will allow the moderator on duty to address the issue with the customer, and also to educate
 The Customer has asked for my private contact info. What should I do?
 Explain to the customer that JustAnswer has a No Private Customer Contact policy for everyone’s protection, and I won’t be able to assist from anywhere other than the question page, but that I will see if a moderator would be able to pass a file from
 Another Expert has been requested, but I know the answer. Am I locked out?
 There are a couple of ways that customers can request specific Experts to answer their questions. They can go through the question box in the Expert's profile and this will give the Expert a lock on the question for a period of time. If that's the case,
 I know the answer to a miscategorized question. Can I answer it?
 No. JustAnswer would like to see all questions placed in an appropriate category or subcategory before they are answered. JustAnswer's categorization engine "learns" when questions are moved to the right category. So, every time a question is moved, the s
 My answer was rejected, but the customer asked the question again. What should I do?
 Customers decide which answers they want to accept. If a customer rejects your answer, they can open a new question page to ask the same question of another Expert. If you see this, the best thing to do is nothing. The customer can still return at
 How do I reply to a report from a moderator?
 Just hit reply in your email program! It's that easy. Your reply will go to the moderator(s) on duty.
 Who assumes liability for my answers? Me? Or the site?
 Experts are solely and fully liable and responsible for all activities and answers provided under their usernames and passwords, but check with an attorney as JustAnswer cannot provide legal advice about this or any other matter.
 If I decide to leave JustAnswer and cease being an Expert, will you delete all of my answers provided on JustAnswer?
 JustAnswer may or may not. JustAnswer is neither required to do so nor prohibited from doing so.
 What are the basic guidelines for use of the Experts' Forum or Lounge?
 Expert Forum The Expert Forum is a tremendous resource where Experts can convene to exchange ideas about the JustAnswer website. Whether you are a seasoned Expert or a new Expert on JustAnswer, this forum can be a great place for help from fellow Ex
 Why isn't my profile shown on the homepages?
 To show up on the homepage, you have to have: 1. A preferred profile. Meaning you chose a qualification that JustAnswer considers to be preferred from the drop down list in the edit mini profiles section of the site. If you choose "other" and type
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