There are a lot of employees working in Toloka's support team - every day, without breaks and weekends, they respond to users' requests and try to help everyone. But, unfortunately, not everything and always depends on them, for example, sometimes a request needs to be forwarded to developers or colleagues from finance department, or the user has not sent the required data.
This article outlines the main issues that Toloka support team receive, and what to keep in mind when contacting us.
❗Important
- Please don't send duplicate requests or ask for a faster response. The support team reviews all incoming requests. You will receive a reply within a few days.
- Please use your own email when contacting support, so we can correctly identify you as a user.
- Please specify all the information needed in your request: your phone number, full name, purpose of your enquiry and screenshots/screencast illustrating the problem (if necessary).
- Support team fully consists of real people, please keep it in mind and don't be rude.
- Before you contact support, please check the information in our Help Center, maybe the solution of your problem is already described in our articles.
- If you've contacted support and the problem has disappeared or been resolved - please report it. This helps us save time and resources to focus them on solving valid issues.
The main reasons to contact the Support team.
🔒 My account was blocked
When our support team can help
There are several types of bans in Toloka, the Support team will help you in two cases.
If you are temporarily blocked, you will receive instructions on further actions (Read more: 🔒My account is blocked). But in case of permanent block you should contact support team to reconsider the decision, if you believe that there were no reasons for a strict ban. We will look into your request and come back with a final decision.
When the support team can't help
If you have received a project ban or personal blocking from the author of the task, there is no point in contacting support - we can't tell you which project you were blocked on and why. These decisions are made by the automatic quality control system or by the author himself, support staff has no influence on them.
🔧 Something doesn't work: errors / platform doesn't load / tasks don't work
When our support team can help
Our support team will help you find out what's causing the problem if you're experiencing a problem with our website or mobile app.
The problem may be solved by clearing your cache or changing your browser, or you may need to pass the information on to Toloka's technical support team so they can fix the error.
What to consider in your request
Unfortunately telling "My page takes a long time to open" is not enough to understand the situation. If you're encountering the problem on the Toloka website, be sure to attach screenshots to your message so that the support agents can help you as quickly as possible.
Before taking them, switch to incognito mode in your browser. Open the Toloka site and log in to your account.
Three screenshots will be needed:
- Browser Error Console. To open it, press Ctrl + Shift + J if you are working in any browser on Windows, or ⌥ + ⌘ + C if you are using macOS. In the panel that opens, the Console tab will be active. Take the first screenshot.
- The Network tab in the Error Console. Without closing the Console pane, select the Network tab. Sometimes it doesn't fit and is hidden in the drop-down list under the "»" button. Refresh the page and take a second screenshot.
- Cookie settings. Where the conditions for collecting cookies in different browsers are hidden, read in Help. Find this page in the browser from which you access the Toloka site and make the third screenshot.
Also include the following information in your request:
- Browser name and version.
- The name and version of your operating system.
- Whether you are using a VPN or ad blockers.
- A detailed description of the error and screenshots or screencasts from the website.
If you don't send screenshots and technical specifications in the first email, the support team will ask you to provide more information. So it's better to include all the details in one message so that you don't prolong the time it takes to resolve the issue.
💈I want to change my profile information: name, location, languages
What to consider in your request
Languages can be added and removed by yourself without restriction - you do not need to contact support for this.
When the support team can't help
If you decide to change your name or profile picture, change your phone number or your location, you can do it all yourself. See here for detailed instructions.
💰I can't withdraw money
When our support team can help
If your withdrawal request is being processed for more than five days - contact us. The support will look for the reason for the delay and try to help you.
What to consider in your request
Before contacting our support team, please check the information in our Help Center, maybe the solution to your problem is already described in our articles. Please also include the date of your request and the payment system used.
When the support team can't help
If you have sent money to someone else's wallet or want to cancel a request that has been pending for a long time - support staff may not always be able to help.