Independent profile — not affiliated with JustAnswer

JustAnswer Reviews & Complaints

JustAnswer is an online service, run by JustAnswer LLC, that connects paying members with independent professional Experts. The company says that in most cases a member pays a one-time join fee and a monthly membership fee, both charged at sign-up, and that the monthly fee recurs until the membership is cancelled. Below: how to cancel, ask for a refund or dispute a charge; the pending FTC lawsuit filed in January 2026; court rulings on JustAnswer's arbitration clause; an Australian penalty order; BBB and Trustpilot figures; and 295 published complaint reports linked to this profile.

REVIEWS & COMPLAINTS295on USAComplaints · 3 in last 3 yrs
PHONE1-800-300-8955Customer Care
WEBSITEjustanswer.com
PROFILE CHECKED2026-10-27
Submit a Complaint Read reviews & complaints ↓ Call 1-800-300-8955 Official website ↗

Contacts & Login

Customer service & general contact

Cancel, billing & returns

VERIFIED

Locations

  • Mailing address440 N. Barranca Ave #7508 Covina CA 91723
EDITORIAL

JustAnswer complaints: how billing, cancellation and refunds work

JustAnswer's Help Center says that in most cases using JustAnswer means signing up for a monthly membership: you pay a one-time join fee and a monthly fee, both charged at sign-up, and the monthly charge recurs until you cancel. The Terms of Service (section 10) say that unless the sign-up page states otherwise, the membership renews automatically at the stated frequency, for example monthly or annually, at the then-current price. The complaints posted on this site most often describe paying a small amount for one question and later finding a monthly charge, and the FTC's lawsuit makes a similar allegation.

Advertised price. The company's Pricing page shows $65 a month per category plus a one-time $5 join fee, with the note that pricing may vary. The Help Center adds that exceptions may apply for some categories and that the exact price is shown during sign-up; the Terms say join fees may be discounted or waived. The Pricing page also tells customers who have only one question to cancel within 30 days, before the next billing period, to avoid further monthly charges. The FTC's complaint alleges monthly fees of $28 to $125, so check the amount on the payment page you actually see.

How to cancel.

  • Website: log in and select Cancel membership on the Membership panel in My Account. The Terms call this button “I want to cancel” and say you can cancel without speaking to a live agent.
  • iPhone or Android app: open the app, tap Account, then Manage Membership, then Cancel Membership, and confirm.
  • Other routes in Terms section 10: a written cancellation notice to [email protected], the online chat, or a call to 1-800-581-6476. The Contact Us page lists 1-800-300-8955 for Customer Care in the United States and offers live chat 24/7.
  • A membership bought through the Apple App Store or Google Play is managed by that store; the Terms say JustAnswer cannot cancel or refund an app store subscription for you, so cancel it in your phone's subscription settings.

Take a screenshot of the cancellation screen and keep any confirmation you receive.

Read the rest of this section

Timing and refunds. Under section 10, cancelling stops only future charges and takes effect at the end of the current billing period; to avoid the next charge you must cancel at least 24 hours before that period begins. The Terms say you are not entitled to a refund of membership fees except as the Terms provide or as the law requires, and there is no refund for a partial membership period. The refund policy the company posts on its BBB profile adds that if a problem cannot be fixed with a second Expert opinion, a live call or a billing correction, it will refund you. Charges can appear on a card statement under JustAnswer's name, the name of the Expert who helped you or a related billing descriptor; if you do not recognize one, the Terms point you to the Help Center.

If the company does not resolve it.

  • Credit card: send a written billing-error dispute to the card issuer's billing-inquiry address so that it arrives within 60 days after the first statement showing the charge was sent to you. The issuer must acknowledge it in writing within 30 days and resolve it within 90 days (Fair Credit Billing Act, as explained by the FTC).
  • Debit card: tell your bank as soon as you see the charge. Federal law limits what you can lose to unauthorized debit card charges, and the protection is strongest when you report within 60 days after the statement showing the charge is sent to you. The bank decides whether a charge from a membership you signed up for counts as unauthorized, so explain clearly what you agreed to and what you did not.
  • Report the problem to the FTC at ReportFraud.ftc.gov and to BBB. JustAnswer's mailing address is in California, so you can also file with the California Attorney General at oag.ca.gov/contact/consumer-complaint-against-business-or-company, or with your own state attorney general. In Australia, consumers can report to the ACCC.
  • Before suing: Terms section 19 requires individual JAMS arbitration and a class action waiver, preceded by a written Dispute Notification to [email protected] or JustAnswer LLC, 440 N. Barranca Ave #7508, Covina, CA 91723, which the company has 30 days to answer. Small claims court remains available. See the FAQ on the arbitration clause and the court rulings on it.

The company's position. JustAnswer says it publishes its pricing upfront and makes cancelling simple; its full response to the FTC lawsuit is summarized in the regulators section.

EDITORIAL

Company Information

Legal name
JustAnswer LLC
Founded
2003
Business type
Online expert question-and-answer marketplace, sold as a monthly membership
Website
justanswer.comSource: JustAnswer home page, checked 2026-10-27
Owned by
Pearl.com LLCSource: JustAnswer certificate of interested entities, FTC v. JustAnswer LLC, docket entry 21, checked 2026-10-11
Owned by
Pearl Holding Corp.Source: JustAnswer certificate of interested entities, FTC v. JustAnswer LLC, docket entry 21, checked 2026-10-11

JustAnswer is a long-running business: the company dates its launch to 2003, and BBB has listed it as accredited since 2006, with an A rating, while also recording 7,219 complaints in the last 3 years. On January 13, 2026 the FTC sued JustAnswer LLC and its CEO in federal court over how the monthly subscription is presented and charged; the company says its disclosures meet legal requirements, and the case is pending. Two appeals courts refused to send the plaintiffs' claims in earlier consumer suits to arbitration (Sellers, 2021; Godun, 2025), and an Australian court ordered penalties in a separate case about Australian consumers, in which the company admitted breaching Australian law. Trustpilot shows 4.6 out of 5 from 147,143 reviews. Before you sign up, check the price shown on the payment page: in most cases you are joining a monthly membership, not paying once for one question.

EXTERNAL SOURCE

Independent Sources

Shown for context — not merged with USAComplaints' own numbers.

BBBComplaints filed with BBB in the last 3 years
14,908 reviews · 7,219 complaints · BBB business grade A · average customer rating 4.21 / 5
TrustpilotAll reviews on the profile
147,143 reviews · TrustScore 4.6 / 5
CONSUMER ALLEGATION

Reviews & Complaints on USAComplaints

295 complaints on USAComplaints, including 3 published in the last three years.

Show 15 more on this page
EDITORIAL

Complaint Themes

Monthly or subscription charges after one questionNo answer receivedRefund requestsCharges described as unauthorizedQuality or relevance of the answer

Themes summarize what people write about most often. One complaint can touch several themes, and some complaints (a positive report, or one later retracted by its author) fit none, so themes are not a count of complaints.

Had an experience with JustAnswer? Tell other people what happened.

Submit a Complaint
EDITORIAL

Complaint record: BBB, Trustpilot and complaints posted on this site

BBB. JustAnswer's BBB profile (San Francisco, CA) shows an A rating and BBB accreditation since July 19, 2006. BBB lists 7,219 complaints filed in the last 3 years, 1,596 of them in the last 12 months, and an average of 4.21 out of 5 from 14,908 customer reviews. The profile also carries a Pending Government Action notice about the FTC lawsuit, followed by the company's response.

Trustpilot. 4.6 out of 5 from 147,143 reviews. The company has claimed the profile and pays for a Trustpilot subscription; Trustpilot states that it does not fact-check reviews.

Complaints on this site. 295 published complaint reports are linked to this profile. Almost all were posted between 2008 and 2013 and describe the service as it worked then; a few date from 2025 and 2026. They are unverified accounts by individual users, not findings, and they are kept separate from the BBB and Trustpilot figures.

The accounts most often describe paying a small amount for one question and later finding a monthly charge, being charged without getting an answer, trying to get a refund, charges the poster says they did not authorize, and dissatisfaction with the quality of an answer. The company's own description of its pricing and cancellation rules is in the billing section above.

EDITORIAL

Regulators: FTC lawsuit (United States) and ACCC penalty order (Australia)

Federal Trade Commission, lawsuit filed January 13, 2026. The FTC sued JustAnswer LLC and its founder and CEO, Andrew Kurtzig, in the U.S. District Court for the Northern District of California, after a 2-0 Commission vote. The FTC alleges that JustAnswer told consumers they could join and get expert advice for as little as $1 or $5, while in fact enrolling them in a monthly subscription costing from $28 to $125, charged right away together with the join fee and every month after that until cancelled. It alleges violations of the Restore Online Shoppers' Confidence Act (ROSCA) and the FTC Act and seeks a court order, money back for consumers and civil penalties against the company and Kurtzig. The FTC notes that it sues when it has reason to believe the law is being broken and that the case will be decided by the court. These are allegations, not findings. The FTC lists the case as pending; the court steps are in the lawsuits section.

JustAnswer's response, posted on its BBB profile, says it has worked constructively with the FTC for nearly three years, publishes its pricing upfront, makes cancelling simple through several channels, and has met or exceeded all legal disclosure requirements.

Australian Competition and Consumer Commission, announced July 8, 2026. The ACCC said the Federal Court of Australia ordered JustAnswer LLC to pay A$10 million in penalties for misleading Australian consumers about the cost of the service and for suggesting it was affiliated with the Fair Work Ombudsman. According to the ACCC, JustAnswer admitted breaching the Australian Consumer Law. The court also ordered refunds for Australian consumers who signed up between November 2022 and August 2025, a corrective notice, a compliance program and an injunction. In a statement to the press, JustAnswer said it cooperated with the ACCC throughout and reached an agreed resolution. This was a separate case under Australian law and is not part of the U.S. proceedings.

EDITORIAL

Lawsuits: the FTC case, a consumer class action and two rulings on arbitration

FTC v. JustAnswer LLC and Andrew Kurtzig (N.D. Cal. No. 3:26-cv-00333, Judge James Donato). The FTC filed the complaint on January 13, 2026. On April 17, 2026 the judge denied JustAnswer's requests to keep parts of the complaint under seal, including information about the customer complaints it received, and ordered unredacted versions filed; the FTC filed the unredacted complaint on April 20, 2026. JustAnswer and Kurtzig each moved to dismiss the complaint, and an answer to the complaint was filed on October 5, 2026. On October 22, 2026 the parties filed a stipulation selecting an early settlement conference with a magistrate judge. The FTC's claims are allegations, which JustAnswer disputes (its response is summarized in the regulators section). The case is pending.

Quamina (Godun et al.) v. JustAnswer LLC (N.D. Cal. No. 3:22-cv-06051, Judge Donato, filed October 13, 2022). The Ninth Circuit describes it as a proposed class action under the Electronic Fund Transfer Act and California and other states' consumer protection laws, brought by users who say they were enrolled in a monthly subscription without consent and found it hard to cancel. JustAnswer moved to dismiss on January 2, 2026. On January 30, 2026 the judge granted the FTC's motion to relate its case to this one. These are allegations, not findings; the case is pending.

Godun v. JustAnswer LLC (9th Cir. No. 24-2095, 135 F.4th 699). JustAnswer appealed the denial of its motion to compel arbitration in the Quamina case. On April 15, 2025 the panel affirmed: the sign-up screens these plaintiffs saw either did not give conspicuous notice of the Terms or did not make clear what action would count as agreeing, so no agreement to arbitrate was formed. Rehearing en banc was denied on June 6, 2025 and the mandate issued on June 16, 2025. The ruling decided only whether the arbitration clause bound these plaintiffs, not the merits of their claims.

Sellers v. JustAnswer LLC (Cal. Ct. App., 4th Dist., Div. 1, No. D077868, opinion filed December 30, 2021, 73 Cal. App. 5th 444). Customers who paid $5 for one question and were then enrolled in a monthly membership sued under California's Automatic Renewal Law. The court affirmed the order denying JustAnswer's petition to compel individual arbitration, finding the Terms notice on the sign-up screens too inconspicuous to bind them.

PUBLIC RECORD

Court & Public Records

Federal Trade Commission v. JustAnswer LLC and Andrew Kurtzig

Filed

U.S. District Court, N.D. CaliforniaDocket 3:26-cv-00333Source ↗

Filed — no final outcome recorded

The FTC alleges that JustAnswer advertised access to experts for a $1 or $5 join fee while enrolling consumers in a monthly subscription, in violation of the Restore Online Shoppers' Confidence Act (ROSCA) and the FTC Act. It asks for an injunction, money for consumers and civil penalties. These are allegations, not findings. Both defendants moved to dismiss the complaint, and an answer to the complaint was filed on October 5, 2026. On October 22, 2026 the parties filed a stipulation selecting an early settlement conference with a magistrate judge. The case is pending before Judge James Donato.

Quamina (Godun et al.) v. JustAnswer LLC

Filed

U.S. District Court, N.D. CaliforniaDocket 3:22-cv-06051Source ↗

Filed — no final outcome recorded

Proposed class action under the Electronic Fund Transfer Act and state consumer protection laws by users who say they were enrolled in a monthly subscription without consent; these are allegations, not findings. The Ninth Circuit affirmed the denial of JustAnswer's motion to compel arbitration (see Godun). JustAnswer moved to dismiss the complaint on January 2, 2026. On January 30, 2026 the judge granted the FTC's motion to relate its case to this one, so both are before Judge James Donato. The case is pending.

Godun et al. v. JustAnswer LLC

Appeal decided

U.S. Court of Appeals, Ninth CircuitDocket 24-2095Source ↗

Appeal decided — see outcome

In a published opinion by Judge Ryan D. Nelson (panel: Paez, Ikuta, R. Nelson), the Ninth Circuit affirmed the district court's order denying JustAnswer's motion to compel arbitration. The court held that no agreement to arbitrate was formed with these plaintiffs because the sign-up screens they saw either did not give conspicuous notice of the Terms or did not tell them what action would count as agreeing. Judge Nelson also wrote a separate concurrence. Rehearing en banc was denied on June 6, 2025 and the mandate issued on June 16, 2025. The ruling does not decide the merits of the claims. Citation: 135 F.4th 699.

Sellers et al. v. JustAnswer LLC

Appeal decided

California Court of Appeal, Fourth Appellate District, Division OneDocket D077868 (San Diego Super. Ct. 37-2020-00005869-CU-BT-CTL)Source ↗

Appeal decided — see outcome

Two customers who paid $5 to ask one question and were then enrolled in a monthly membership brought a proposed class action under California's Automatic Renewal Law. The Court of Appeal affirmed the trial court's order denying JustAnswer's petition to compel individual arbitration, holding that the Terms notice on the “Start my trial” sign-up screens was not conspicuous enough to bind the plaintiffs. The opinion is published: Sellers v. JustAnswer LLC, 73 Cal. App. 5th 444.

Australian Competition and Consumer Commission v JustAnswer LLC

Judgment

Federal Court of AustraliaSource ↗

Judgment entered

The ACCC announced on July 8, 2026 that the Federal Court of Australia had ordered JustAnswer LLC to pay A$10 million in penalties for misleading Australian consumers about the cost of its service and for suggesting it was affiliated with the Fair Work Ombudsman, Australia's workplace regulator. According to the ACCC, JustAnswer admitted that it breached the Australian Consumer Law. The court also ordered refunds for Australian consumers who signed up between November 2022 and August 2025, a corrective notice, a compliance program and an injunction. JustAnswer said in a statement that it cooperated with the ACCC and reached an agreed resolution. The case concerned Australian consumers only and is separate from the U.S. proceedings.

EDITORIAL

Who runs JustAnswer and how the service works

JustAnswer is run by JustAnswer LLC, which the FTC identifies as an Idaho limited liability company; the Terms of Service are a binding agreement between the user and JustAnswer LLC. In the FTC case, JustAnswer LLC named Pearl.com LLC and Pearl Holding Corp. as its corporate parents. The company's About page describes Andy Kurtzig as its founder and CEO, and the company dates the launch of JustAnswer to 2003. The About page and the Terms give a corporate mailing address of 440 N. Barranca Ave #7508, Covina, CA 91723.

How the service works. Under Terms section 2, the Platform is an online venue where members, called Seekers, put questions to Experts. JustAnswer says it does not itself give advice or any professional service, and that Experts are independent contractors, not its employees, partners or agents. Section 10 adds that JustAnswer does not guarantee you will receive a response from an Expert or be satisfied with it. The Terms are governed by Idaho law, and disputes that are not arbitrated or taken to small claims court go to the federal or state courts in Ada County, Idaho (section 20). The current Terms took effect on August 8, 2026; the page links the prior version, effective September 22, 2024. Section 19(h) sets a mass-arbitration procedure: when 25 or more similar demands are brought by the same or coordinated lawyers, JAMS handles them in batches of 50.

Related sites. The FTC says JustAnswer also operates specialized advice sites, including AskALawyerOnCall.com, AskAVeterinarianOnline.com and AskWomensHealth.com.

VERIFIED

Company Relationships

  • Owned byPearl.com LLC
  • Owned byPearl Holding Corp.
EDITORIAL

Frequently Asked Questions

How do I cancel a JustAnswer membership?

Log in and select Cancel membership on the Membership panel in My Account. In the iPhone or Android app, tap Account, then Manage Membership, then Cancel Membership, and confirm. The Terms also accept a written notice to [email protected], a request through the online chat, or a call to 1-800-581-6476. If you subscribed through the Apple App Store or Google Play, cancel in that store's subscription settings. Cancel at least 24 hours before the next billing period begins; the cancellation takes effect at the end of the current period, and you keep access until then. Take a screenshot of the cancellation screen.

How do I ask JustAnswer for a refund?

Contact Customer Care by live chat from the Contact Us page or by phone at 1-800-300-8955, and say which charge you want refunded, the date and amount, and why: for example, that you expected a one-time fee or received no answer. The Terms say you are not entitled to a refund of membership fees except as the Terms provide or the law requires, and there is no refund for a partial period. The refund policy the company posts on its BBB profile says that if a second Expert opinion, a live call or a billing fix does not solve the problem, it will refund you. Cancel the membership at the same time so the next monthly charge does not go through. If the company refuses, you can dispute the charge with your card issuer within its deadline.

Why was I charged a monthly fee after paying a small join fee?

Because in most cases signing up for JustAnswer starts a monthly membership. The Help Center says you pay a one-time join fee and a monthly fee, both charged at sign-up, and the monthly charge recurs until you cancel; exceptions may apply for some categories. The Pricing page shows $65 a month per category plus a $5 join fee and notes that pricing may vary. The FTC alleges that advertising a $1 or $5 join price hid the monthly subscription, which JustAnswer disputes. To stop future charges, cancel at least 24 hours before the next billing period; to get money back, ask Customer Care and, if refused, dispute the charge with your card issuer.

What is the FTC lawsuit against JustAnswer about, and what is its status?

The FTC sued JustAnswer LLC and its CEO, Andrew Kurtzig, on January 13, 2026 in the U.S. District Court for the Northern District of California (No. 3:26-cv-00333). It alleges that JustAnswer advertised expert advice for a $1 or $5 join fee while enrolling people in a monthly subscription of $28 to $125 without their affirmative consent, in violation of ROSCA and the FTC Act. JustAnswer says it has met or exceeded all legal disclosure requirements. An answer to the complaint was filed on October 5, 2026, and on October 22, 2026 the parties asked for an early settlement conference with a magistrate judge. The case is pending; the allegations are unproven and will be decided by the court.

Who owns and operates JustAnswer?

JustAnswer is operated by JustAnswer LLC, which the FTC identifies as an Idaho limited liability company. In a January 28, 2026 filing in the FTC case, JustAnswer LLC named Pearl.com LLC and Pearl Holding Corp. as its corporate parents. The company's About page describes Andy Kurtzig as its founder and CEO.

How can I dispute a JustAnswer charge with my card issuer?

First ask JustAnswer's Customer Care to reverse the charge, and keep a record of the date and the reply. If that fails, write to your credit card issuer at its billing-inquiry address, not the payment address, so the letter arrives within 60 days after the first statement showing the charge was sent to you. Under the Fair Credit Billing Act, as the FTC explains it, the issuer must acknowledge the dispute in writing within 30 days and resolve it within 90 days. For a debit card, contact your bank promptly: federal law limits your loss from unauthorized charges, and the protection is strongest if you report within 60 days after the statement is sent. The bank decides whether a charge from a membership you signed up for counts as unauthorized. JustAnswer charges may appear under its own name, an Expert's name or another billing descriptor.

Does JustAnswer's arbitration clause stop me from suing?

It may. Terms section 19 requires individual arbitration with JAMS and a class action waiver, with exceptions for small claims court and certain intellectual property claims. Before any claim, you must send a written Dispute Notification describing the facts and the damages you claim to [email protected] or to JustAnswer LLC, 440 N. Barranca Ave #7508, Covina, CA 91723. You can opt out of arbitration and the class action waiver by emailing [email protected]; under section 19(f) the notice “must be sent within thirty (30) days of the Effective Date of these Terms of Service or your first use of the Platform, whichever is later.” The current Terms took effect on August 8, 2026, so if you first used JustAnswer before that date, the 30-day window under these Terms has closed; if you join now, you have 30 days from your first use. Courts have refused to enforce earlier versions of the clause against particular customers: the Ninth Circuit in Godun (April 15, 2025) and the California Court of Appeal in Sellers (December 30, 2021) each held that the sign-up screens those plaintiffs saw did not bind them. Whether the clause binds you depends on the screens you saw and when you joined, so consider advice from a consumer lawyer.

What do BBB and Trustpilot show for JustAnswer?

BBB rates JustAnswer A, has listed it as accredited since 2006, and shows 7,219 complaints in the last 3 years. Trustpilot shows 4.6 out of 5 from 147,143 reviews. The two sites collect complaints and reviews in different ways, so their figures are not comparable or added together; the full breakdown is in the complaint record section.

How do I contact JustAnswer customer care?

The Contact Us page offers 24/7 live chat with Customer Care and lists 1-800-300-8955 for the United States. The Terms give [email protected] and 1-800-581-6476 for cancellations, and [email protected] for formal dispute notices. The company's refund policy on its BBB profile gives (800) 808-0643. The corporate mailing address is JustAnswer LLC, 440 N. Barranca Ave #7508, Covina, CA 91723.