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Using JustAnswer

Getting Answers

How can I tell if the Expert has answered my question?

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 phone number here.

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How do I sign up for notifications about my answer?

We'll automatically notify you via email.

If you'd like to receive SMS text message alerts, click My Account at the top of the page. On the Edit Settings page, enter your phone number and check the box next to Phone notifications. Make sure you select Save Phone Number and Save Phone Settings to save your settings. After following these steps, you will receive a text message when an Expert has responded to your question.

(Please note, the text message will not contain your answer. It will only notify you that an answer is waiting for you.)

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How do I view my answer?

We'll notify you via email and SMS text messages (if you have opted in) 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.

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I posted a question and still don't have a response.

Normally you should expect an answer within 30 minutes. However, during busy times, answers might take up to 24 hours. You can check for your answer here

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Asking Questions

How can I edit my Question or Reply?

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 and click Send.

Add reply

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How do I ask a question?

To ask a question on JustAnswer®, go to http://www.justanswer.com and enter your question. Usually an Expert responds within minutes. Once your Expert responds, a conversation has begun and the Expert may ask more questions in order to give you the right answer. You can ask as many follow-up questions as needed by using the Reply area at the bottom of your Question page.

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What should I do if my Question is posted in the wrong category?

Just let us know by contact us. We'll get it to the appropriate category.

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When will I get my answer?

Our average response time is 6 minutes. Most questions are answered within 30 minutes but may take as long as 24 hours during busy times.

We'll notify you via email, text (if you've opted in) and on the website when you have an answer.

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Issues and Concerns

How can I cancel my question?

If you no longer need an answer and would like to cancel your question, contact Customer Care.

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What can I do if I'm unhappy with the answer I receive?

We’re sorry the answer you received wasn’t satisfactory. We’ll do everything we can to get you the answer you need.

You can request a new Expert at no additional cost. You can find the link to Request a new Expert at the bottom of your question and it will be made available to other Experts.

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Rating answers/Experts

Do I have to rate an answer?

Once the Expert provides an answer to your question, you will have the opportunity to rate it.

If you are not satisfied with your answer, ask the Expert for clarification so that they may improve their response.  If you would prefer a different Expert to answer your question, please email us and we’ll find you another Expert.

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How do I rate an answer?

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. Your Expert will not be paid until you rate the answer. If the stars are grayed out or you cannot click on the stars to rate your experience, reply to your Expert and let them know so they can adjust your question and allow you to rate.

Rating

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What happens if I give a positive rating by mistake?

You can still continue the conversation even after rating your answer.

If you rated positively by mistake but were not satisfied, our customer support team can find a new Expert to assist you. Just email or call us to let us know.

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Expert Services

I accepted a Remote Support session from the Expert. What does this mean and how do I get started?

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 left 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.

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I accepted a phone call from the Expert. How do I get started?

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.

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I received a premium service offer. What does this mean and how does it work?

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 such as but not limited to a live phone call, live video call, document preparation and more!

Premium services are additional services 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 premium service your Expert offered you, simply click the accept button. 

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The payment for my Premium Service offer failed. What should I do?

If your payment for a Premium Service Offer has failed and you'd like to continue getting help, please contact your payment institution to determine if any of the following have occurred: 

  1. The payment institution has put a security hold on the card.
  2. The account has insufficient funds.
  3. The credit card has expired.

Once the issue with your payment institution has been resolved, contact our Customer Care team.

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Why is there an additional charge for an Premium Service?

Premium Services are outside of JustAnswer's standard question-and-answer platform. As such, the Experts can offer you services outside of an online question-an-answer such as a live phone call or document preparation. Because Premium 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.

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Other

Asking follow-up questions

Asking follow-up questions is easy.

  1. Click on My Questions at the top of the page to see a list of your questions.
  2. Find the question you wish to follow-up on and click it.
  3. When your question page has loaded, scroll down and enter your follow up questions in the reply box. Click send.

We recommend that you do not post your follow-up by opening a new question as it is likely that a different Expert not familiar with your question will answer.

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Can I delete my question or remove personal information from my question?

We cannot delete a question from the site, but we can remove personal information posted to your question. If there is personal information in your question that you would like removed, please contact our Customer Care team. If you're sending an email, be sure to include a link to your question and the personal information you want removed. JustAnswer is a public forum and questions and answers on the site are not confidential. Users of the site can remain anonymous to the public by using an anonymous username and not including their name, etc. in their questions.

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How can I review my recent questions?

You can review your recent questions by clicking on My Questions at the top of the page.

If you do not see My Questions in the top right corner of the page you are not signed into your account. Simply sign in and follow the instructions above.

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How do I send a photo or file to the Expert?

There are a few ways to send a photo or file to your Expert. When posting your question, there is an option to add photos and files.

  • If you already posted your question and still need to share photos or files, click the upload icon on the reply box in your question. 
  • A pop-up window will open. Locate the file on your computer, click it once, then click Open.
  • A link representing your photo or file should now appear below the reply box on your question page. Insert text in the reply box and click 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 upload@justanswer.com.

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How do I transfer a photo from my phone to my computer?

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.

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I received a message that my email is registered to someone else. What should I do?

You probably have already created an account with us in the past. Please sign in so we can link your question to your email address. If you forgot your password, please request a new password by clicking here.

Once you receive the new password, you can sign in here to ask your question.

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Is JustAnswer free?

Our goal is to provide fast, affordable help from verified Experts like doctors, lawyers, mechanics and more. JustAnswer is not free, however it is still a fraction of the cost of professional service fees.

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The password reset you sent me does not work. What should I do?

Check to make sure you are using the most recent password emailed to you. If you still need help, please contact Customer Care.

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Why can't I log in?

If you are unable to login, you might be entering the wrong username or password. Your username is the email address you provided when asking your first question. If you cannot remember your password, click here to reset your password.

If you are still having issues logging in, check that you have all cookies enabled on your web browser. You may need to add JustAnswer to your browser’s list of trusted websites.

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Why can't I reply to the Expert?

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, Chat or Phone options in the top right of the page.

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Will I be charged for having an account on JustAnswer?

You will not be charged unless you signed up for a membership or submitted a question on the site.

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