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3.4 1499 Reviews

How responsive is JustAnswer's customer service?

872 Resolved
602 Unresolved
Somewhere halfway 🌗
JustAnswer definitely has some work to do, especially in their approach to handling complaints. Responding to all complaints, rather than just a few, is the key to success and a high rating, as all customers want to be heard. As for reviewers, we would advise reading resolved complaints to see how quickly they were addressed and what information JustAnswer needed to resolve them.
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Newest JustAnswer reviews and complaints

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6:38 pm EDT
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JustAnswer Online help

I was dealing with someone scamming my credit card. Just answer popped up, answered one brief question and that was it. Yes, I was probably warned that I would be charged unless I cancelled within a few days. My husband and I are 80 years old, he is dealing with serious health problems and in addition I have had to deal with credit cards being stolen. I don’t really remember what I was advised in this very very brief encounter. In any event I am now being charged $46 per month for what…. A year? $552 for a year for doing absolutely nothing!

I am very angry about this.

Desired outcome: I would really like this cancelled.

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4:55 pm EDT
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JustAnswer Cancelation of membership.

I canceled my membership and recieved a email that no more funds will be deducted from my bank. Well they did deduct it and a guy call Jeff is so useless, you take up your complaint with him and he justputsjam around your mouth with his [censored]. I am going to seek lagal action against them for fraud, theft and false pretenses of obtaining personal information.

Desired outcome: Full refund and compensation for losses and bank transaction costs.

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4:55 pm EDT
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Featured review
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JustAnswer - Uninformed charge

Today, September 22, 2023, I went on justanswer to get help with a legal question. The website immediately pops up into a chat. The rep asks me what's going on and said she will connect me for a $5 completely refundable fee. I clicked the continue button and put in my card info. I was charged the 5 dollars and started talking to the lawyer. A few minute...

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5:44 am EDT
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JustAnswer Just answer fraud

Hi I just asked to speak to an engineer then I wanted to pay the R15 that it said but it also deducted R365. I also can enter my phone number as south africa not listed in the ext number. Please refund me I have had no answer and would like to cancel immediately.

I paid on 22 September 2023 a robot keeps talking but no engineer has had any contact with me. They also make it clean they will charge R15 to join not two fees with no answer.

Desired outcome: Refund

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12:45 am EDT
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JustAnswer - Misleading about charges

I found just answers while away for a dream meaning. I asked my question, a rep for them said they can answer my question for a $5 refundable charge. I said ok and entered my card information. As soon as I did my phone alerted me to the $5 charge and an additional $30 charge. I immediately told the rep that I did not agree with a $30 charge. Only then was I...

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9:45 am EDT
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JustAnswer Just Answer charges

On September 20, 2023 I got online to get an answer to a legal matter. Very clearly, I was told it would cost $5.00 to proceed. I agreed. I started a chat with Pearl Wilson and they connected me with an "attorney" Dustin. We then exchanged a few text messages, most of them seemingly done through a bot. The following day (today) I checked my account, and I was charged $46. I was told by customer service that the fee is non-refundable as it was supposedly for a membership, which i NEVER agreed to. I was never told this was a membership and I was definitely not told it would be more than the initial $5.00 charge. This was a bait and switch scam.

Desired outcome: Please refund the $41 and cancel any type of "membership" I was signed up for.

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Pissed Off 2023
Waxahachie, US
Sep 22, 2023 10:14 am EDT
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They just did the same to me and WILL NOT refund my money.

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1:26 pm EDT
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JustAnswer Charges

I thought I was only paying $5 to chat with a veterinarian about my dog. But it turns out they took $38 instead of $5.

Contact us page conveniently not working suddenly. Canceled my membership immediately after my 5 minute chat but would like that $33 back immediately.

The AI bot who connected me to the veterinarian said "Please continue here to pay $5 and connect you with a specialist."

NOWHERE DID IT SAY $33 I ADDITION TO THE $5

Misleading, fraudulent. Company refusing refund even though membership was canceled immediately.

Order ID [protected]-560

Desired outcome: Refund $33

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1:03 pm EDT
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JustAnswer Fraudlant Charge - Beware of this SCAM

They led us to believe we would pay $2 for a question and later charged $66 for a subscription we didn't need and canceled immediately. Yet, they would not return the money even though we asked for a refund on their website.

The emailed us back the the service is in fact not refundable. We later found out about the practice and the thousands of bad reviews online and the class action law suit that they lost in 2022 paying millions back to the poor users.

Desired outcome: Full refund

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8:34 pm EDT
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JustAnswer Fraudulent Charge

On August 27, 2023 I got online to get an answer to a legal matter. Very clearly, I was told it would cost $5.00 to proceed. I agreed. I just received my Mastercard bill and discovered I was charged $60. I got back online (where conveniently there is no link to customer service). I started a chat with Pearl Wilson. This idiot completely ignored me and tried to hook me up with a computer technician (LOL). I did call customer service. I got an east Indian sounding man who called himself Angel. He wasted no time telling me the fee is not refundable. It was supposedly for a membership. I was never told this was a membership and I was definitely not told it would be $60. What happened to the $5.00? This is the old bait and switch. I will inform as many people as possible this company generates income on fraudulent transactions.

Desired outcome: I want a refund of $55.

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3:09 am EDT
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JustAnswer Money for service

I don't understand why (or how) I have to PAY for a question! I am a disabled senior (just coming to the realization that I am a senior) AND, Have recently survived stage 4 cancer. I have a question. Why do I need to have "disposable money" to get an answer?

Why don't company's like yours, have alternatives for people like me?

Thanks for listening,

Erica Sercus [protected]

Desired outcome: Whatever you guys decide. I'll have to accept.Thank you though for your attention

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12:27 pm EDT
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JustAnswer Deceptive marketing / monthly billing

They advertised a $2 solution and then bill $50+ monthly until you cancel. Unfortunately this isn’t a new type of scam, but speaks to the lack of genuine quality of this business. Not one communication was sent to me during the six months they quietly billed my credit card until I noticed and called them to cancel. Quality business doesn’t have to trick people. I used the service one time and they were not able to solve the problem, it was a tough one in fairness. I called when I noticed the credit card charge and they simply respond “they are a membership service”. It is low level fraud.

Desired outcome: Help others avoid being taken advantage of.

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Update by Glenn Doucet
Sep 19, 2023 1:06 pm EDT

AVOID JUST ANSWER

Pretending you can’t find my account after reimbursing several months of payment earlier this week takes you even farther down the hole of unethical business.

It is amazing to watch your low level fraud and how you try so hard to distort the online narrative.

AVOID JUST ANSWER

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1:15 pm EDT
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JustAnswer Their entire customer service & expert experience

9/16/23. I did not receive any legitimate answers or help from the expert I was connected with. He literally asked 2 basic questions and then said let me know if there’s anything else. I also was lead to believe it would be $5 not $30. I called and I spoke with a woman, who was incredibly rude, raised her voice, and had zero knowledge or information. She repeated the same single sentence over and over. I don’t know if it was her first day or hadn’t finished training. Any other legitimate company issues refunds because they have enough capital to cover losing $30 from one person. Just be a real business and practice basic customer service. And have your employees better equipped to answer phone calls.

Desired outcome: Refund

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10:23 am EDT
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JustAnswer Canceled Dec 22, 2022 and have proof from your company site

I cancelled my service on December 22, 2022. Just Answer has been charging my card since that date. I have filed a dispute through my credit card for May, June, July, Aug, September. Please refund me January, February, March, and April.

I have photographic proof from your site that I cancelled my subscription.

This seems to be a habit with your company. If this is not fixed, I will escalate via a lawyer.

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8:23 pm EDT
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JustAnswer Membership fee

I searched online to check what action can be taken to file a complaint. I click on an article and was routed to the chat line of justanswer. While providing information to the agent i spoke with her name is pearl and she provided me a link to pay a 50₱ charge however after i place my card information i receive a notification that a total pf 2637 was deducted instead. I contacted them back asking for a refund spoke to her supervisor named Jonathan who doesn’t even comprehend what i am trying to say. So i sent screenshot their supports email address that shows the membership fee was not discussed and i reached out again today chatted with helen and she sent me the same link to make a payment. Which means they refuse to provide the refund.

Desired outcome: Have my money refunded back to my account.

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6:49 pm EDT
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JustAnswer Unauthorized charges

My bank account has a pending charge of $55.00 for a service entitled JUSTANSWER. I have never used, or even so much as heard, of your service before.

The exact statement on my bank account reads: “JUSTANSWER [protected] CAUS. Release date 9/13/23 -55.00”

Please help me address this issue. My name is Rachel Snow and I bank with Eastman Credit Union.

I look forward to hearing from you regarding this issue.

Desired outcome: The charge be dropped if enough time remains. Failing that, that I be reimbursed the $55.00, as I most definitely did not use your service.

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1:02 pm EDT
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JustAnswer Chat with an Expert

I was initially informed that I would be charged a nominal fee of 2 CAD for a chat with an expert regarding an issue with my car. To my surprise, upon reviewing my statement, I discovered that I had been billed over 50 dollars instead.

Subsequently, I contacted customer service to address this discrepancy and request a refund. Unfortunately, despite my efforts, the customer service representative declined my request for a refund.

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Update by Farouk20
Sep 07, 2023 8:26 pm EDT

I got a good response and the amount should be refunded. Thank you!

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5:02 pm EDT
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JustAnswer Their legal answers service is a scam.

They trick you into believing that it's just $2.00 to get a quick answer to a legal question and when you give your credit card to pay for that question, they automatically sign you up for a recurring $66.00 a month recurring membership fee which gets charged to your card without you knowing or formally consenting. In my case, by the time I recieved my credit card statement and reviewed it, 2 payments of $66.00 had been already processed for a total of $132.00 they took (stole) from me.

Desired outcome: Just answer has subsequently offered to refund one of the $66.00 payments but not the other. I would like the other $66.00 back asap.

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Marisa E. Rodriguez
, US
Sep 22, 2023 5:01 am EDT
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I want to know HOW they aren't shut down. I got the serious runaround trying to get a refund. I only finally did after filing complaints here and with the BBB. I haven't worked for a week due to a disability and my grandfather's funeral was also today. And they chose this day to rip me off of my tiny check while I'm in mourning and make it crazy hard to get a refund. I emailed one of the response emails I saw here and was refunded fast. How they are considered a good company according to this site is beyond me because they trick people out of their hard earned money by lying and leaving out information. Sure you can manage a refund if you give them hell but they're still a scam

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Nalaq
, US
Sep 18, 2023 8:39 pm EDT
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K Max nailed it. JustAnswer IS a scam. It's amazing they can continue to rob people without being charged or shut down.

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3:49 pm EDT
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JustAnswer just answer

I never signed up for the service I just wanted my question answered. I realized that they were charging me each month $39 for a service I was not using and I did not sign up for. When I contacted them they told me that when you ask your question you are joining our service. It is hard to see the $39 dollar charge each month on the credit card. Good thing Bank of America alerted me. It just sucks had Bank Of America not told me who knows how much of my money would have taken. I don't think they should be able to do that. And yes I understand I should have caught it sooner. But I am super busy. And it is just $39 I think they do that to make it hard to catch.

Desired outcome: To get my money back

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12:02 pm EDT
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JustAnswer I call about a transmission issue with my cadillac srx.

I received a text message stating that Genermotors was having issues with their 2014 Automatic Transmission and that there was a Class Action Law Suit and some possible solutions. The service charge was $2.00, which I found very reasonable. My bank notified me that they charged me $39.00. I informed my bank that the charge was not authorized. My account was closed and a new card will be issued. I will reach out to JustAnswer for an explanation.

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7:45 pm EDT
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JustAnswer Unauthorized charge

On August 30, 2023, I would like to ask a quick question to a lawyer, so I started to search the web-site and saw JustAnswer. so I clicked in. Very soon the on line chatting representative sent me a message saying in order to connect me with a lawyer, I needed to first to put my credit card information in and they would charge me $2 and it's refundable, So I put my credit card information in.

Later on, they contacted me a few times asking me which kind of help I would need. I was very busy so did not use any of their service. On Sept 1st , 2023 when I looked at my credit card account, I was very surprised to find a totally unauthorized charge by JustAnswer on August 30, 2023 11:32pm-  and it is not $2! It is NZ$70!

Desired outcome: Pls refund me the NZ$70 for I did not use of its service

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Update by Ruth52
Sep 02, 2023 5:18 am EDT

On August 31st, 2023, I was looking for a lawyer to ask a quick question, and saw JustAnswer. On its web-site, the representative who connects with new customer sent a chat message saying before connecting me with a related lawyer, she first required me to put credit card information saying they will only charge $2 and it is refundable, so I did. I did not use any of their services but found an unauthorized charge has occurred on August 20 11:32pm (New Zealand time), it is not $2 as what they said, it is NZ$70. I am shocked to find this out today when I look at my bank statement.

The lady's name is Pearl Wilson at JustAnswer. Her title is Lawyer's Assistant on behalf of Guillermo Senmartin. The lawyer she connected me to is Guillermo Senmartin. They sent me quite a number of following up text messages and emails but I did not use any of their services but was charged!

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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
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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Phone number

800-942-4543

Website

www.justanswer.com

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