Common questions

I can’t add my prototype!

  • Make sure you’ve authenticated with Figma (the window might be underneath the browser). To confirm you have successfully authenticated, you can check the Connected apps section of your account settings in Figma to make sure we're there.

  • Is your prototype very large? If you have 200+ screens, duplicate your flow into a separate Figma file to reduce the time it takes to render your frames.

  • Check your privacy settings in Figma, and make sure they are set to “Anyone with the link” "can view". Any other setting will prevent your prototype from loading correctly here in your UsabilityHub test.

I've made changes to my prototype in Figma, but my prototype task isn’t up to date with my Figma file.

You may need to re-sync your task with Figma. This will pull the latest changes from Figma and update the task on our end.

I've tried to re-sync but it isn’t doesn't update my prototype task.

If you're having issues getting your file to sync, you can try creating a new version of your Figma file. A new version can “force” your UsabilityHub re-sync to pull new changes in. Check out Figma's article on file versions to save a new version of your file. Figma: Create and name versions of your Figma file

Clicks seem to be missing from my results page.

We plan to support overlays and overscroll behavior in our upcoming update for prototype tasks.

My prototype isn’t showing at the right size.

Try a different scaling setting in your prototype task. This will adjust the size of your prototype to ensure it's displayed clearly on your test.

How do I add a device frame around my prototype?

Set device frames in Figma and we will show them in UsabilityHub

Why can't I highlight clicks on my prototype heatmap?

We don’t support this right now, but this may be added in a future update!

Do you have additional questions that aren't answered here? Chat with our support team or send us an email at

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