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Getting Answers

  • 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

    Still waiting for an answer?

    Mark your question urgent
    Received a response but not the answer you were looking for? Ask follow-up questions or tell your current Expert you’d like to request another Expert. He/she will then make your question available to other Experts.
  • 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.


  • 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.

  • 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.)


Asking Questions

  • You will be charged $5 when you submit your question and credit card information. To review additional charges and billing history, visit the Order History page.

    1. Click My Account at the top of the page.
    2. Click Order History to review the charges on your JustAnswer account.

    Please note, if using PayPal as your payment method, you will be charged more than $5 when submitting your question.


  • JustAnswer prices are based on the category you're posting your question in.

  • 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.

  • Just let us know by emailing or calling us. We'll get it to the appropriate category.

  • A question may close if there hasn’t been activity for more than one week. If your question has been closed, give us a call or send us an email and we can reopen your question.

  • To ask a question on JustAnswer®, go to 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.

  • 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.


Issues and Concerns


    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.


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



  • 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. 

    1. On your question page, look to the right of the reply box at the bottom of the page for an icon like the image below. Click this icon.
    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. 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 [email protected].

  • 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, you can give us a call or send us an email by clicking on the Email, Chat or Phone options to the left. 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.

  • 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 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.




  • 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.

  • 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℠.

  • 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.


Rating answers/Experts

  • 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.

  • Once the Expert provides an answer to your question, you will have the opportunity to rate it.  Your Expert will not be paid until you rate the answer.

    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.

  • 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.