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3.4 1476 Reviews

JustAnswer Complaints Summary

870 Resolved
602 Unresolved
Our verdict: While JustAnswer has an above-average resolution rate, there’s room for improvement. Investigate common issues reported by customers and understand how they were resolved. Be prepared to follow up on your queries if needed, and keep detailed records of all interactions.
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JustAnswer reviews & complaints 1476

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M
12:15 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

JustAnswer justanswer remote

On 6/8/2018 I contacted Just Answer for help. I paid the $39.00 they said would have to be paid. Later I find out that on that same day the charged me an additional $43.00. I had only spoke with them one time and they could not resolve my issue.

After scanning my Bank Statement, I find that there has been another $58.00 removed from my account on 6/15/2018 for a Membership. I never requested a membership and the amounts they have taken from my account is fraudulent.
I am requesting a refund for the June 8, 2018 second charge of $48.00 as well as the June 15, 2018 charge of $58.00

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8:13 am EDT
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JustAnswer billing and charges

Justin's doesn't have a clear f schedule. They advertizing $5.00 and then add 40 more. They automatically put you into a 7 day free trial. Which they don't tell you. When th 7 day period is over you are automatically put into a monthly period. non of which do thy tell you about. Their billing is in Manila and th English is bad. I now want to tell everyone that JustAnswer is not to be trusted.

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1:13 am EDT
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JustAnswer unethical behaviour

i used this service once only and paid by debit card in december 19th
i have now been billed for the last 5mths $95/mth . i havent been paying much attention to my bank statement till today so now i have un subscribed from them even though i had no idea that i was signing up for a monthly subscription at the time i used their service. My issue is that they never made it clear that this was a subscription and i expect that they will bill me again for this month, I believe this to be unethical as i only used the service once so i think i should be refunded every month after the first months bill which is $475 and maybe another $95 if they bill me for this month

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Update by peter disgruntled
Jun 16, 2018 10:16 pm EDT

just answer have refunded my money problem is resolved thank you "just answer" they seem to
be ok but i just hope they make it very clear that by using their service you automatically subscribe cheers

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12:06 pm EDT
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JustAnswer never agreed to recurring payments for nothing received in return.

logged on to this site for some help with my dryer. Cost was advertised as 5 or 8 dollars. talked to a person (chat) for a bit not much help there. then I got billed 40 bucks and later an other 55. for what? nowhere did it say that this was a subscription service. Then the person on the other end pestered me for a rating which I finally gave.
This is a total ripoff. I would like to get the 55 $ back.

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3:25 am EDT
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JustAnswer stand & deliver!

I contacted Just Answer yesterday under the mistaken impression that it was somewhere in Microsoft to sort out purchase & download problems & was dunned of SAR640 without finding anywhere to ask for specific help. OK, it is a lot of money to pay but maybe you can make it worth my while.

Before I went to England towards the end of April, I had to persuade Microsoft to download MS Office (Personal) rather than any of the other versions - including 2016!

I went off confident that I'd made my point, only to return on or about 22 May to find that Microsoft had taken SAR899 from my current a/c using my Visa cheque card (# ends in 7446). At the same time, I had a massive download of what seems to be some unknown version of MS Office.

Before thinking of what was going on, I tried to do the download, only to get the repeated message "We couldn't contact the server [which server?]. Please try again in a few minutes (0x80072F8F)." This went on for about 3h.

Please, for my SAR640, may I know:
which version of MS office has been sent to me?
if it is not the Personal option, how can I scrub off what is essentially a disc clog?
how do I get a refund of the SAR810 (i.e. SAR899 - SAR 89) lifted from me using my cheque card?

Yours,
Stephen Cridland (stephen.[protected]@bucknet.co.za)

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11:34 am EDT
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JustAnswer mechanic answers

I typed in the internet about how to remove headrests from Audi A5. I gave them my details of car got a reply half hour later but was not for my car for a different model text back saying it wasn't the right answer he said it would be easier to call me and charged me 22 pound only to be told due to complications he couldn't call asked to be transferred to another mechanic but waited fourty five minutes and still heard nothing just looked on my bank and you taken another 24 pounds for what I don't know I want to be reimbursed all of what you've taken as I have not received the service I was told I would receive or I will go to ombudsman for advise please reply and sort this out as it's disgusting you are basically stealing money from my account

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Update by Mark3174
May 27, 2018 11:39 am EDT

Brexit means brexit

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6:53 am EDT
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JustAnswer lost hotmail from my computer and hotmail

I had a debit placed on my account of 52 euros, 19th May 2018 I was told my fee was refundable if no answer and that the fee was 5 us dollars. I was asked to supply more details but your screen would not accept my details as i did not live in north america so my spanish post code or zip code was rejected. I got no answer to my question as i could not advance from that screen

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12:44 pm EDT

JustAnswer Unethical behavior

I was working with one of your techs trying to solve an email problem I had that suddenly happened. The tech's name on the discussion sheet is Uranmail. It became obvious to me that he couldn't solve my problem and at the end of the discussion he came back with a very unethical response that really upset me. I had stated to him that I thought he was too proud to ask some one else for help. He responded as follows: "The problem was me". I actually did a print screen of the last part of the discussion. See below:
Your 'compliant details' note regarding attaching a copy or the incident was what I wanted to do, but you didn't explain how to add an attachment (except photos or videos). There is no location to click to attach a copy of an email or a copy of the incident!

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2:46 pm EDT
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JustAnswer Unauthorized credit card charges and no service or answer provided.

Needed to repair an ice machine on a refrigerator and require advice as to why I could not get the water to run. I entered my credit card to pay a $5 fee to receive advice (was refunded). I did not receive an answer from them or any service. My complaint is that I didn't receive any service within 3 days nor sign up and now a 64$ per month charge has come through twice . No return emails on this subject. I have received an email acknowledging my cancellation but how do I get my $128 (Canadian)refunded. My order ID is [protected]-927. The phone number listed states I can not access them from my calling area. I used this service on March 23rd, 2018. They acknowledge my cancellation but do not stop the charges.

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ekims
, CA
Jun 19, 2018 7:07 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

I logged on to ask a question about my TV and paid the $5 fee on 05/06/2018. Not only did I not get an answer, buy I was charged an additional $51. I was also charged a $71.00 membership fee which I did not sign up for nor did I approve. So my $5.00 for the answer I did not get ended up costing me $127.00 in total ... unacceptable.

J
J
JustAnswer
San Francisco, US
Jun 28, 2018 10:36 am EDT
Replying to comment of ekims

Hi Ekims,

Thanks for reaching out. it sounds like you did receive an answer but may have not navigated back to where you can see it. Regardless, we can get all of these concerns resolved for you if you can reach out to our Customer Care team at support@justanswer.com or call us at 1-800-509-5721

Regards,
JustAnswer Customer Care

J
J
James R Hurt
, US
Jun 10, 2018 9:03 am EDT
Verified customer This comment was posted by a verified customer. Learn more

One june 8 I contacted your services but doing the procedure contact was lost I got no service that I was going to ask for but still charge 39.00, 18, 00 and 5.00 which are still pending. I was charge another 5.00 but when asked to cancel service was only issued credit for this please issue credit for these other charges.
I have used your service several times over the years but not this kind of trouble. thanks

James r hurt
542 north park
Hohenwald, tn 38462
Jimhurt@att.net
[protected]

J
J
JustAnswer
San Francisco, US
Jun 28, 2018 10:35 am EDT

Hi Jim,

It looks like the technician that you got in touch with was trying to offer Remote Access support to resolve the issue faster.

We'll reach out to you to get this resolved. We can reconnect you with the tech or get the refund processed if need be.

regards,
JustAnswer Customer Care

ComplaintsBoard
E
12:36 pm EDT

JustAnswer Unauthorized credit card charges, unethical behavior

On March 26/2018 Iask 1 question and was charged $34.06 for membership.
The question was about a 1993 Ford Ranger check engine warning light.
The answer was, Check computer.
After following directions . I spent over $500.00 to fix the problem. I did not have to replace the computer.
The answer I got from Just Answer was a waste of my Time and Money.
On April 26/2018 I got another charge on my Credit Card for $34.00 from Just Answer.
I have not ask another question on Just Answer since March 26/2018.
I think Just Answer is a waste of my Time and Money.
CANCEL membership and refund the April 26/2018 charge of $34.00 to my Credit card.

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10:33 am EDT
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JustAnswer Unauthorized card charges for answers to a computer problem

I was referred to these people from a Western Digital troubleshooter that could not answer my question about how to get their 4tb hard drive to work on win7.

I was told it would cost a refundable $5 and give me a reply within 1/2 hour.
I figured it out myself and the next day I finally had a response from them that was inaccurate and I figured chalk up the $5 as a learning experience.

Luckily I charged this to my American Express and the next day I get a notification from them for a fraudulent purchase at Sears in Tucson, Az. Upon further inspection I find that justanswer has not only charged my card for the $5 there were 2 more charges for about $40 each.
I don't know if just answer only overcharged me or if they also gave out my card # for the Sears purchase -- doesn't really matter a new card is on it's way.

Moral of the story: charge it on American Express - everything got cancelled out immediately and I'm not waiting for their complaint dept to maybe refund my money.

No action needed This problem has been resolved to my satisfaction.
Contacted WD and they do not recommend others. I was a dealer for them back in the day and I know them as a reputable company. I have to suspect that their troubleshooter at the time was new and not only did not know the answer but also referred me to justanswer.

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12:38 am EDT
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JustAnswer justanswer.com

I contacted justanswer.com in England more than 2 years ago, but have not been living all the time in the UK. I am astonished to find that they have been deducting GBP 42 from my account with no authorisation - for a long time. The amounts must be repaid immediately. Membership number is [protected] UK.
The most recent deduction of GBP42 is marked on my bank statement as: 7284 04FEB18
I have sent this complaint previously but receive no reply. I contacted JustAnswer once (it was useful) about a tax matter - but at no point did I take out a subscription or authorise these deductions from my account.
Total amount taken unlawfully must be over GBP 1, 000 by now. This is incredible. To be followed up with the complaints board.
Regards Chris Butters

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12:38 am EDT
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JustAnswer being charged every month $57.68 on my visa statement without my permission.

In January, while on holidays in Queensland, I was having trouble with my IPad, Just answer came up while I was looking for a solution. They answered my question and I paid with Visa card which was about $5 something.
At no time did I sign up for anything, I put my information in so I could get an answer. Now I notice they have been charging me $57.68 a month on my Visa.
I went into a site that says you can cancel membership, but as I don't have a membership I can't get into the site.
A number keeps showing up on statement [protected] under the Just answer description. Not sure what it means.
Hoping you can help me stop these payments. Thankyou

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9:48 am EDT
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JustAnswer charges submitted after I cancelled

I asked a question to which I did not receive a satisfactory answer (4/9/18). Was told it would cost me $5. However, I suddenly found a charge for the $5 plus $31 on my bank account. I called, had the service cancelled and got my charges refunded (4/16/18), but then I suddenly found a $46 charge two days later 9n 4/18/18 from these idiots on my account. These people need to make full disclosure up front instead of blind siding people with exhorbitant charges without any authorization. This also cost me $37.50 (twice) in overdraft charges on my account. Thanks a lot you crooks. So now I'm an additional $75.00 in the hole. I believe that you should be reimbursing me for that as well.

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7:11 am EDT
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JustAnswer question

Yeah these guys are a rip off I had a free question like other people who have complained about them. Find out they are charging my account $47.00 a month. I have cancelled membership as of today I will see what happens and inform my bank . One free question and I find out its cost me $140 they hope you don't check your credit card transactions. Lets see how they handle cancelled account... DON'T USE THEM

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9:09 am EDT
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JustAnswer Simply taken money from my account Again you have stolen my money

Please returnn my money...I did pay for a one time opinion and was re-assured there would be a one off payment. A week later you took another $59.89 aud.

I'm a pensioner, please return my money

You theifs.you have just accessed my account again. Stop this duckshoving. Stop stealing my money. I have reported you thieving barstards to the authorities!

Ian j Nelson

[protected]@gmail.com

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3:10 am EDT
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JustAnswer dermatologist services

Your billing indicated a charge of US$5 for a chat with one of your experts. Why is my credit card showing a charge of US$35 ?

I don't think I have had any invoice from you either so I can't quote any detail such as client number. The date of this interaction was 5th April.

You are asking for relevant details which you ought to have provided by way of an emailed invoice and/or statement which I could then query on the basis of what is in that email.

I do hope to hear from you otherwise I am unlikely to ever use this website again.

Neil Parker (neil.[protected]@gmail.com).

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12:47 am EDT
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JustAnswer overcharging

On 26 March you charged me $5.15
On 28 March you charged me $48.51
On 28 March you charged me $55.63

I complained and you credited me $55.63 on 3 April
On 4 April you charged me $67.98 for what I don't know but whatever it is I don't want it and another credit is due. All in all this has been a disaster as the original request for help was "not" resolved by your technician and required resolution by me going elsewhere.
So I paid $53.66 for a service which was not provided and on top you charge me another $67.98 for something I don't want.

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5:53 pm EDT
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JustAnswer question about a sony tv. overcharged me

I called Just ask about why my Sony TV light was blinking and not working. He ask me how many blinks the light was doing. He said I had a bad power supply. That was it. They charged me a $5.00 deposit. Then charged me $26.00 for a phone call. Then charged me 19.00 for a TV repair, which was not repaired. Then they charged me $34.00 for a membership fee that I did not agree to. Total came to $84.00 for a 15 minute call. Ripped me off. I want a refund of $34.00 for the so called membership fee. Plus $19.00 for the so called Repair. 2/16/2018 was the date.
Ref. #'s
5543286DZ5SM5RNWV
5543286DZ5SM5RPWT
5543286DZ5SM5RR52
5543286E75SZEFAVL

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5:04 am EDT
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JustAnswer without request and permissions deducting membership fee from neeta gulati credit card name ved prakash gulati

Just answer without request and permissions deducting membership fee from Neeta Gulati Account using card name Ved Prakash Gulati 5522 60XX XXXX5571

Please pay backINR 2999.14 deducted from the above-mentioned card as I never requested membership and will not go for any transaction with Just answer. Request Just answer to remove the above-mentioned card from billing site
Marchent city [protected] is given on bank statement

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JustAnswer In-depth Review

Overview of Services Provided: JustAnswer is a platform where users can connect with professionals across a range of fields, from law and medicine to home improvement and electronics, to get real-time assistance for their queries.

Website Navigation and User Experience: The website's interface is user-friendly with clear, well organized sections, making it straightforward to find the information or expert you're looking for. The user experience is generally smooth with minimal site-loading delays.

Quality of Professional Consultation: Majority of users report responses to be detailed and helpful, although the expertise quality can vary. However, JustAnswer maintains that all their professionals are verified and certified in their respective fields, which is reassuring.

Response Speed and Customer Service: Response times are generally quick, typically within minutes to an hour. Their 24/7 availability is a plus. Customer service is reported to be courteous and efficient in resolving issues.

Price and Value for Money: Pricing is a subscription-based model, variable per country. Some might find the service on the pricier side, but considering the convenience of getting a professional's advice at any time, the cost can be justified.

Variety of Experts and Their Credentials: The site boasts a wide range of professionals available in numerous fields. All the listed experts are certified, lending credibility to the service.

Confidentiality and Privacy Policy: JustAnswer has a very clear privacy policy and emphasises the importance of maintaining user's confidentiality. No personal information shared by users is disclosed.

User Satisfaction and Feedback: User feedback is mixed, with some reporting excellent service and others expressing dissatisfaction, mainly over billing issues. Generally though, the feedback leans more positive.

Trustworthiness and Reliability of Information: The reliability of information depends largely on variable factors like the specific expert or user's query. Overall, given the professional credentials of its experts, information provided tends to be reliable.

Ease of Subscription and Cancellation Process: Subscribing is straightforward. For some users, the cancellation process has proven more complicated, with cases of continued billing even after cancellation.

Browsing and Search Features: The website lays out its services clearly and users can easily search for the help they need. It's also easy to browse through the various categories for the expert advice available.

Availability and Reach: JustAnswer is available 24/7 and covers a wide range of countries, providing advice to users around the globe.

Security Measures in Place: Secure payment methods and reliable technology safeguards contact information and ensures financial transactions are secure.

Unique Selling Proposition: What distinguishes JustAnswer is its quick access to a broad selection of experts any time of day or night, at a significantly lower cost than hiring an in-person professional.

Payment Options Available: Multiple payment options such as credit/debit cards and PayPal are accepted, providing convenience for users around the globe.

Competitor Comparison: JustAnswer stands out for its wide range of expert fields, fast response times and 24/7 availability. However, it's notably more expensive than some competing forum-type Q/A services.

Overall User Rating: Overall user rating varies across review platforms, but averages around 3.5-4 out of 5, with convenience and range of expertise frequently highlighted as positives.

How to file a complaint about JustAnswer?

1. Log in or create an account: Ensure you are logged in to your ComplaintsBoard.com account. If you do not have an account, please register by providing the necessary details to create one.

2. Navigating to the complaint form: Once logged in, locate and click on the 'File a Complaint' button, which you can find at the top right corner of the website.

3. Writing the title: In the 'Complaint Title' field, concisely summarize the main issue you have encountered with JustAnswer. Make it specific and clear, such as "Unresolved billing issue with JustAnswer" or "Poor customer service at JustAnswer".

4. Detailing the experience: In the complaint description, provide a detailed account of your experience with JustAnswer. Mention key areas such as the quality of the service provided, the responsiveness of customer support, accuracy of billing, and any misleading information you may have encountered. Include specifics about any transactions you had with the company, such as dates, amounts, and services in question. Clearly describe the nature of the issue, including any steps you took to resolve it and how JustAnswer responded. Explain how this issue has personally impacted you, whether it's through financial loss, time wasted, or stress incurred.

5. Attaching supporting documents: Attach any relevant documents that support your complaint, such as email correspondence, screenshots, receipts, or chat logs. Be cautious not to include sensitive personal information that could compromise your privacy or security.

6. Filling optional fields: Use the 'Claimed Loss' field to state any financial losses you have incurred due to the issue with JustAnswer. In the 'Desired Outcome' field, specify what resolution you are seeking, whether it's a refund, service correction, or an apology.

7. Review before submission: Carefully review your complaint for clarity, accuracy, and completeness. Ensure that all the information provided is correct and that your description clearly conveys the issue and your desired resolution.

8. Submission process: After reviewing your complaint, click the 'Submit' button to file your complaint about JustAnswer on ComplaintsBoard.com.

9. Post-Submission Actions: After submitting your complaint, regularly check your account on ComplaintsBoard.com for any responses or updates. Engage with any replies or resolutions offered by JustAnswer or other users to address your complaint.

Frequently asked questions (FAQ) about JustAnswer

Expand Collapse all
Is JustAnswer a legitimate platform for seeking expert advice online?

Yes, JustAnswer is a legitimate platform that connects users with experts in various fields, such as legal, medical, automotive, and more.

Are the experts on JustAnswer qualified and experienced in their respective fields?

JustAnswer claims to have qualified and experienced experts available to answer users' questions and provide advice.

How quickly can I expect a response from an expert on JustAnswer?

Response times on JustAnswer may vary, but users can generally expect a response within a few minutes to a few hours, depending on the complexity of the question and the expert's availability.

Can I trust the advice provided by JustAnswer experts?

While JustAnswer aims to connect users with knowledgeable professionals, it's essential to verify the advice received with other reputable sources or consult a local professional if necessary.

Is my personal information secure on JustAnswer?

JustAnswer uses encryption and secure servers to protect users' personal information. However, it's essential to use strong passwords and secure internet connections when accessing any online service.

How does JustAnswer handle customer support and inquiries?

JustAnswer offers customer support through email, live chat, and phone. User experiences with their support team may vary, so it's essential to read customer reviews to gauge overall satisfaction.

Can I find user reviews for JustAnswer online?

Yes, you can find user reviews for JustAnswer on various websites and forums. Be sure to read multiple reviews to get a comprehensive understanding of other users' experiences.

Are there any hidden fees or charges when using JustAnswer?

JustAnswer offers a subscription-based service, with fees depending on the selected plan. Be sure to review the terms and conditions before signing up.

Does JustAnswer offer any promotions or discounts for their services?

JustAnswer may offer promotions or discounts periodically. Check their website or sign up for their newsletter to stay informed about any special offers.

Can I trust the expert ratings and reviews on JustAnswer?

While JustAnswer aims to provide accurate expert ratings and reviews, it's essential to verify this information with other reputable sources and read multiple reviews before making a decision.

How do I know if the expert I'm interacting with is qualified to answer my question?

JustAnswer provides information on each expert's qualifications and experience. However, it's essential to verify this information with other reputable sources if necessary.

Can I ask follow-up questions to the expert on JustAnswer?

Yes, you can ask follow-up questions to the expert on JustAnswer, usually within the scope of the original question.

Are the payment methods provided by JustAnswer secure and reliable?

JustAnswer uses secure payment processing methods to protect users' personal and financial information. However, it's essential to use strong passwords and secure internet connections when accessing any online service.

Can I cancel my JustAnswer subscription at any time?

Yes, you can cancel your JustAnswer subscription at any time. Be sure to review their cancellation policy for specific details.

Can I use JustAnswer to obtain a formal diagnosis or prescription?

JustAnswer is not a substitute for in-person professional consultations. The platform is meant for informational purposes and should not be relied upon for formal diagnoses or prescriptions.

Does JustAnswer have a mobile app for easier access?

Yes, JustAnswer has a mobile app available for both iOS and Android devices, allowing users to access the platform and communicate with experts more conveniently.

How are experts on JustAnswer compensated for their services?

JustAnswer compensates experts based on the number of questions they answer and the satisfaction ratings they receive from users.

Can I request a specific expert on JustAnswer?

Yes, you can request a specific expert on JustAnswer by searching for their name or by browsing through the list of experts in the desired field. However, keep in mind that the availability of a specific expert may vary.

How does JustAnswer ensure the quality of its experts?

JustAnswer claims to have a rigorous vetting process to verify the qualifications and experience of its experts. They also use a rating system to monitor the quality of advice provided by experts and user satisfaction.

Is JustAnswer available for users outside the United States?

Yes, JustAnswer is available for users outside the United States. The platform offers access to experts from various countries and covers a wide range of topics, making it a useful resource for users worldwide.

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Contact JustAnswer customer service

Phone number

800-942-4543

Website

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