# Lookback Help

> Help center for Lookback

## Welcome to Lookback!

- [Welcome to Lookback](http://help.lookback.io/en/articles/13404229-welcome-to-lookback.md): Overview of what Lookback is, who it’s for, and how qualitative research works in the platform.
- [Research Methods in Lookback](http://help.lookback.io/en/articles/13412046-research-methods-in-lookback.md): This article explains how to think about research methods in Lookback, what problems each method is best suited for, and where people most commonly go wrong.
- [Setting Up a Study in Lookback](http://help.lookback.io/en/articles/13412457-setting-up-a-study-in-lookback.md): This article explains how to think about setting up a study in Lookback, what the key building blocks are, and where people most commonly get confused.
- [Running Moderated Sessions in Lookback](http://help.lookback.io/en/articles/13412754-running-moderated-sessions-in-lookback.md): How to think about running moderated research in Lookback, including the moderator experience, observer lobby, and how Lookback differs from video conferencing tools.
- [Unmoderated and AI-Moderated Research in Lookback](http://help.lookback.io/en/articles/13413135-unmoderated-and-ai-moderated-research-in-lookback.md): How unmoderated and AI-moderated research works in Lookback, including Tasks, SelfTest, AI follow-ups, randomization, and live streaming behavior.
- [Working With Recordings, Findings, and AI](http://help.lookback.io/en/articles/13413195-working-with-recordings-findings-and-ai.md): How to work with recordings, notes, findings, and AI in Lookback to turn raw sessions into shareable qualitative evidence.
- [Working With Stakeholders in Qualitative Research](http://help.lookback.io/en/articles/13413249-working-with-stakeholders-in-qualitative-research.md): How to involve stakeholders in qualitative research using Lookback, from early alignment and live observation to sharing evidence and discussions.
- [Using Discover to Explore Research Data](http://help.lookback.io/en/articles/13413847-using-discover-to-explore-research-data.md): How Discover helps researchers explore qualitative data using AI, surface patterns, and navigate large projects without losing connection to video evidence.
- [Roles and Access in Lookback](http://help.lookback.io/en/articles/13413945-roles-and-access-in-lookback.md): An overview of user roles in Lookback, including Owner, Admin, Collaborator, Observer, and Guest, and how access and visibility work.
- [How is Lookback different from traditional video conferencing tools?](http://help.lookback.io/en/articles/3829536-how-is-lookback-different-from-traditional-video-conferencing-tools.md): like Zoom, Google Meet/Hangouts, Skype or GoToMeeting

## Projects and Core Concepts

- [How Lookback Organizes Research](http://help.lookback.io/en/articles/13428803-how-lookback-organizes-research.md): Learn how Lookback structures qualitative research using Projects, Rounds, and Sessions - and why participants, researchers, and stakeholders each experience the platform differently by design.
- [What Is a Project in Lookback?](http://help.lookback.io/en/articles/13428910-what-is-a-project-in-lookback.md): Learn what a Project represents in Lookback, why Projects persist over time, and how stakeholder goals and interviews shape research focus and AI-assisted insights.
- [What Is a Round in Lookback?](http://help.lookback.io/en/articles/13429002-what-is-a-round-in-lookback.md): Learn what a Round represents in Lookback, why Rounds exist, and how they support iteration and method changes without fragmenting findings or insights.
- [What is a session?](http://help.lookback.io/en/articles/4451730-what-is-a-session.md): Learn what a Session represents in Lookback, what it contains, how it relates to Projects and Rounds, and how sessions are counted in relation to time limits and quotas.
- [What Is Recorded in a Session?](http://help.lookback.io/en/articles/13429086-what-is-recorded-in-a-session.md): Learn what Lookback records during a session, what can vary by method or device, and what is never recorded — so you know what evidence you can expect and why.
- [From Sessions to Findings](http://help.lookback.io/en/articles/13429122-from-sessions-to-findings.md): Learn how raw session evidence becomes findings in Lookback, why findings are timestamped video moments, and how themes, reels, and AI support qualitative sense-making without replacing judgment.
- [What lives at the Project level vs the Round level](http://help.lookback.io/en/articles/13455653-what-lives-at-the-project-level-vs-the-round-level.md): Understand which parts of your research live at the project level versus inside individual rounds, and why that distinction exists.

## Research Methods in Lookback

- [Moderated Research in Lookback](http://help.lookback.io/en/articles/13431425-moderated-research-in-lookback.md): Learn how moderated research works in Lookback, why it is designed differently from video conferencing tools, and how live analysis, observer presence, and AI support deepen qualitative understanding.
- [Unmoderated Research in Lookback](http://help.lookback.io/en/articles/13431480-unmoderated-research-in-lookback.md): Learn how unmoderated research works in Lookback, why it is still focused on the why, and how Tasks, SelfTest, and live streaming preserve qualitative depth without a live researcher.
- [AI-Moderated Research in Lookback](http://help.lookback.io/en/articles/13431524-ai-moderated-research-in-lookback.md): Learn how AI-moderated research works in Lookback, what problems it is designed to solve, and how AI follows researcher intent during unmoderated sessions without replacing human judgment.
- [Think-Out-Loud Testing in Lookback](http://help.lookback.io/en/articles/11096844-think-out-loud-testing-in-lookback.md): Learn how Think-Out-Loud testing works in Lookback, why it is central to qualitative research, and how live narration turns behavior into evidence.
- [Diary Studies in Lookback](http://help.lookback.io/en/articles/3156562-diary-studies-in-lookback.md): Learn how diary studies work in Lookback, when to use them, and how longitudinal sessions help you understand user behavior and experience over time.
- [Remote Card Sorting in Lookback](http://help.lookback.io/en/articles/3393723-remote-card-sorting-in-lookback.md): Learn how to run qualitative remote card sorting studies in Lookback, when to use them, and how to capture participants’ reasoning — not just their final categories.
- [Tree Testing in Lookback](http://help.lookback.io/en/articles/3243284-tree-testing-in-lookback.md): Learn how to run qualitative tree testing in Lookback, when to use it, and how Think-Out-Loud narration turns navigation paths into meaningful evidence.

## Recruitment

- [Participant Recruitment in Lookback](http://help.lookback.io/en/articles/10492289-participant-recruitment-in-lookback.md): How to recruit your participants from User Interviews through Lookback
- [Recruiting your Own Participants](http://help.lookback.io/en/articles/4382606-recruiting-your-own-participants.md): How to bring your own participants to Lookback or recruit from a panel
- [Participant Recruitment - FAQs](http://help.lookback.io/en/articles/10723448-participant-recruitment-faqs.md): Frequently Asked Questions about recruiting participants through Lookback
- [Can I sign up with Lookback to be a tester / participant / respondent / panelist?](http://help.lookback.io/en/articles/6428562-can-i-sign-up-with-lookback-to-be-a-tester-participant-respondent-panelist.md)

## Roles & Organization

- [The various roles in Lookback](http://help.lookback.io/en/articles/477883-the-various-roles-in-lookback.md): Overview of the different members that are part of a Lookback Organisation
- [How to invite new team members to join your Lookback Organisation](http://help.lookback.io/en/articles/4138882-how-to-invite-new-team-members-to-join-your-lookback-organisation.md): The basics of inviting colleagues and how those invitations are accepted
- [Suspended team member](http://help.lookback.io/en/articles/4774878-suspended-team-member.md): What a suspended user account is and how to fix it
- [How do I transfer project ownership?](http://help.lookback.io/en/articles/5048428-how-do-i-transfer-project-ownership.md): Transfer or change project ownership to another member of your organization.
- [How to export your organization's member list](http://help.lookback.io/en/articles/13867564-how-to-export-your-organization-s-member-list.md): Download a CSV of all members in your Lookback organization.

## Troubleshooting & support

- [Why is my participate link "expired"?](http://help.lookback.io/en/articles/12275280-why-is-my-participate-link-expired.md): My participant gets a message saying "This link has expired"
- [Does the app offer the ability to do a post test survey?](http://help.lookback.io/en/articles/3480242-does-the-app-offer-the-ability-to-do-a-post-test-survey.md)
- [Can members of your Lookback organization voice chat with each other or the Participant?](http://help.lookback.io/en/articles/4063865-can-members-of-your-lookback-organization-voice-chat-with-each-other-or-the-participant.md): In short: No, the only ones who can voice chat are the Moderator of the session and the Participant.
- [Can participants delete SelfTest or Task recordings?](http://help.lookback.io/en/articles/802679-can-participants-delete-selftest-or-task-recordings.md)
- [Why can't I see the participant's screen touches/taps while testing an Android App?](http://help.lookback.io/en/articles/6476937-why-can-t-i-see-the-participant-s-screen-touches-taps-while-testing-an-android-app.md): When the participant's screen touches/taps are recorded during Android sessions
- [Why can't I see the participant's face and screen touches/taps while testing an iOS/iPadOS App?](http://help.lookback.io/en/articles/727385-why-can-t-i-see-the-participant-s-face-and-screen-touches-taps-while-testing-an-ios-ipados-app.md): When the participant's face and screen touches/taps are recorded during iOS sessions
- [Why do I hear an echo during moderated sessions?](http://help.lookback.io/en/articles/3354999-why-do-i-hear-an-echo-during-moderated-sessions.md): How to ensure good audio quality during Remote LiveShares and Interviews
- [I can't hear sound on my exported video](http://help.lookback.io/en/articles/723131-i-can-t-hear-sound-on-my-exported-video.md): When you export a recording and play it on some media players there is no sound
- [Desktop: Troubleshooting participant camera / microphone issues](http://help.lookback.io/en/articles/6979614-desktop-troubleshooting-participant-camera-microphone-issues.md): Step-by-step instructions to help desktop/laptop users troubleshoot issues connecting to a camera or microphone
- [Interview: troubleshooting participant microphone issues](http://help.lookback.io/en/articles/5768215-interview-troubleshooting-participant-microphone-issues.md): This article is about resolving situations where Interview participants can't toggle their microphone.
- [Troubleshooting moderator camera and microphone issues](http://help.lookback.io/en/articles/702311-troubleshooting-moderator-camera-and-microphone-issues.md): Troubleshooting errors and issues connecting camera or microphone when moderating a session
- [My participant on a mobile device is having issues with their microphone](http://help.lookback.io/en/articles/10508742-my-participant-on-a-mobile-device-is-having-issues-with-their-microphone.md): Troubleshooting steps for the most common microphone issues for participants on mobile devices
- [Words in my test instructions auto-change](http://help.lookback.io/en/articles/4893170-words-in-my-test-instructions-auto-change.md): How auto-translate tools can interfere when using the Chrome extension
- [Update the Chrome browser](http://help.lookback.io/en/articles/1041038-update-the-chrome-browser.md): How to update the Chrome browser to the latest version
- [I'm a participant using an iOS device and when I tap "Start Broadcast," it triggers an error](http://help.lookback.io/en/articles/6004043-i-m-a-participant-using-an-ios-device-and-when-i-tap-start-broadcast-it-triggers-an-error.md): "Not available when AirPlay, CarPlay, Restrictions, or screen mirroring is active."
- [Firewall instructions for your IT team](http://help.lookback.io/en/articles/2896617-firewall-instructions-for-your-it-team.md): Firewall configuration - info on ports, protocols, web sockets, whitelisting and more
- ["Failed to fetch" or getting an "ICE error"](http://help.lookback.io/en/articles/3823615-failed-to-fetch-or-getting-an-ice-error.md): Failed to fetch error troubleshooting and firewalls
- [Troubleshooting connectivity issues when working from home](http://help.lookback.io/en/articles/3823517-troubleshooting-connectivity-issues-when-working-from-home.md): Firewall/VPN/Proxy/Ad blocker? Something is blocking my connection
- [How to change your profile picture in Lookback](http://help.lookback.io/en/articles/7868843-how-to-change-your-profile-picture-in-lookback.md)
- [Why isn't the site I'm trying to test working as expected on mobile devices?](http://help.lookback.io/en/articles/7924992-why-isn-t-the-site-i-m-trying-to-test-working-as-expected-on-mobile-devices.md)
- [Is there an Android SDK for Lookback?](http://help.lookback.io/en/articles/660894-is-there-an-android-sdk-for-lookback.md): Why you don't need to install an SDK for Android.
- [The live player is loading slowly](http://help.lookback.io/en/articles/3823672-the-live-player-is-loading-slowly.md): live player loading slowly when at home, work, or when scanning

## Plans, Billing, and Trial

- [How to sign up for a free student plan](http://help.lookback.io/en/articles/5830896-how-to-sign-up-for-a-free-student-plan.md)
- [Maximize Your 60-Day Trial](http://help.lookback.io/en/articles/5052689-maximize-your-60-day-trial.md): These linked resources will point you in the right direction
- [Trialing Lookback? Here are some FAQ](http://help.lookback.io/en/articles/3824372-trialing-lookback-here-are-some-faq.md): For new trials or teams using Lookback for the first time
- [Which pricing plan should I choose?](http://help.lookback.io/en/articles/5160015-which-pricing-plan-should-i-choose.md): Guide to Lookback's subscription plans: Freelance, Team, Insights Hub & Enterprise
- [How do I upgrade my plan?](http://help.lookback.io/en/articles/4677377-how-do-i-upgrade-my-plan.md): How the Owner of an Organization can upgrade their plan.
- [Where can I access my billing receipts?](http://help.lookback.io/en/articles/1762061-where-can-i-access-my-billing-receipts.md): View your subscription billing history, or download your billing receipts and invoices.
- [How do I change the billing email or invoice address?](http://help.lookback.io/en/articles/1927969-how-do-i-change-the-billing-email-or-invoice-address.md): Managing the e-mail address we send your billing receipts to or your invoice address
- [How do I change the credit / debit card on file?](http://help.lookback.io/en/articles/5357814-how-do-i-change-the-credit-debit-card-on-file.md): How to change the card used for subscription payments
- [Can I get a refund if I forget to cancel my subscription?](http://help.lookback.io/en/articles/2469424-can-i-get-a-refund-if-i-forget-to-cancel-my-subscription.md): Refund policy for renewal charges after a missed cancellation.
- [How do I cancel my subscription?](http://help.lookback.io/en/articles/889813-how-do-i-cancel-my-subscription.md): Everything you need to know about cancelling your self-serve Lookback subscription \(Freelance, Team, or Insights Hub\)
- [How do I transfer ownership of our Lookback organisation to someone else?](http://help.lookback.io/en/articles/1799379-how-do-i-transfer-ownership-of-our-lookback-organisation-to-someone-else.md): Transfer/change owner email in your Lookback organisation.
- [Temporary Billing Links](http://help.lookback.io/en/articles/8104232-temporary-billing-links.md): Give temporary access to someone to change billing details
- [Enterprise Plan overview](http://help.lookback.io/en/articles/4365617-enterprise-plan-overview.md): What is included in the Enterprise Plan?
- [How do Collaborator licenses work?](http://help.lookback.io/en/articles/1576329-how-do-collaborator-licenses-work.md): How to add or remove organization members and licenses \(For Starter, Pro and Enterprise Plans only\)
- [What happens to my recordings when I'm not subscribed to Lookback?](http://help.lookback.io/en/articles/704786-what-happens-to-my-recordings-when-i-m-not-subscribed-to-lookback.md): Overview of what happens to recordings after trial periods end, during periods of inactivity or not paying for the services.
- [What happens to the recordings, projects, and notes of members who leave or are removed from an organization?](http://help.lookback.io/en/articles/477894-what-happens-to-the-recordings-projects-and-notes-of-members-who-leave-or-are-removed-from-an-organization.md)
- [How do I delete my account?](http://help.lookback.io/en/articles/2315058-how-do-i-delete-my-account.md): Overview of user account, Lookback organisation & how to delete them
- [Can you invoice me?](http://help.lookback.io/en/articles/2315044-can-you-invoice-me.md): You want to receive an invoice instead of paying online with a credit card.
- [Do you resell your software?](http://help.lookback.io/en/articles/2487516-do-you-resell-your-software.md)
- [Does Lookback offer a discount for students, non-profits or educational institutions?](http://help.lookback.io/en/articles/1972507-does-lookback-offer-a-discount-for-students-non-profits-or-educational-institutions.md)

## Security, Privacy, & Compliance

- [Processors and sub-processors](http://help.lookback.io/en/articles/2266815-processors-and-sub-processors.md): A list of our processors and sub-processors
- [Is Lookback compliant with GDPR?](http://help.lookback.io/en/articles/1823777-is-lookback-compliant-with-gdpr.md): Yes! Here is where you can find more info and FAQ
- [Two-Factor Authentication \(2FA\)](http://help.lookback.io/en/articles/8029188-two-factor-authentication-2fa.md): How to enable 2FA for extra account security
- [Can Lookback be used for accessibility testing?](http://help.lookback.io/en/articles/3733697-can-lookback-be-used-for-accessibility-testing.md)
- [Technical details for getting started with Single Sign-On \(SSO\)](http://help.lookback.io/en/articles/1610225-technical-details-for-getting-started-with-single-sign-on-sso.md): This guide helps you set up SAML, the SSO standard used by Lookback
- [Do you have a third party perform regular penetration tests?](http://help.lookback.io/en/articles/4534541-do-you-have-a-third-party-perform-regular-penetration-tests.md): Yes, annually.
- [Security overview](http://help.lookback.io/en/articles/3097765-security-overview.md): This page covers most security topics
- [Security FAQ](http://help.lookback.io/en/articles/3097766-security-faq.md): Answers to common security questions in an easy to review format
- [What happens to deleted recordings?](http://help.lookback.io/en/articles/3101731-what-happens-to-deleted-recordings.md)
- [How Lookback Uses AI and Handles Your Data](http://help.lookback.io/en/articles/13941898-how-lookback-uses-ai-and-handles-your-data.md): Lookback uses AI to help researchers analyze sessions faster. This article explains what AI features are available, what data is processed, how it's stored, and how deletion works.

## Legacy

- [About Lookback](http://help.lookback.io/en/articles/4933113-about-lookback.md): Your one-page resource on how to use Lookback with your team
- [Getting started with Lookback](http://help.lookback.io/en/articles/3848603-getting-started-with-lookback.md): A list helping researchers get started with Lookback
- [New Dashboard](http://help.lookback.io/en/articles/9546774-new-dashboard.md): This help article goes over the changes to Lookback's dashboard
- [The Lookback Player](http://help.lookback.io/en/articles/4911701-the-lookback-player.md): The Lookback player is where you run or observe sessions and where you review and analyze previously recorded sessions with your team.