Meet our Support Team – Toloka Help Center

Need help with your Toloka experience? Our Support Team is here to assist you with account-related or platform questions via the Help Center chat.

Tips before contacting support

💫 Please note, that you can contact our support team via chat in your profile or Help Center.

Our working hours: 8 AM to 10 PM CET

CET (Central European Time) is the time zone used in most Central European countries, including Germany, France, Spain, Italy, Poland, and others. It corresponds to UTC+1 during the winter and UTC+2 during the summer.

Before reaching out, ensure that you've taken these steps for a faster resolution:

Check the Help Center: Answers may already be available.
Avoid duplicate requests: All inquiries are processed quickly.
Use registered email: Use the email linked to your account.
Provide details: Include full name, phone number, and relevant screenshots.
Be clear and polite: It helps the team assist you more effectively.
If you have a question about a project: First check with your mentor or manager in the project channel before contacting Support.
If you're having verification issues: Please don’t send documents or photos in chat. Support will guide you through the correct process.

Support topics

Technical issues

If you're experiencing platform errors even after clearing your cache and troubleshooting your browser.

Withdrawal delays

If your withdrawal hasn't arrived within five business days, please contact Support.

Account & profile access

We can help with:

Unblocking accounts
Unlinking wallets
We can’t edit your personal profile information (e.g., name).

Testing & onboarding

Questions about test results or your current access stage? We’re here to clarify.

Things we can’t help with:

Mentoring and task feedback

Reach out to QA in the project channel for questions on task quality, completion standards, and mentoring tips.

Profile changes

We can’t edit and change your personal profile information (e.g., name). Please make sure your profile info is correct during registration.

How to contact support

From your Toloka profile

Go to your Toloka profile
Click the chat button in the bottom-right corner

The chatbot will assist you or connect you with a Support agent

From the Help Center

Go to the Help Center
Click the chat button in the bottom-right corner

Make sure you are signed in with your Toloka account
The chatbot will handle your message or pass it to an agent

How to view and track your support requests

You can track the status of your requests and view all past messages directly in the Help Center chat. Here’s how to do it:

Open the chat

Click the chat button in the bottom-right corner of your screen. This will open the support chat window.

Access previous requests

In the chat window, click the arrow in the top-left corner (as shown in the screenshot). You’ll be redirected to a list of your past requests.

View all requests

You'll see all your support requests listed, including the date, current status, and any replies from the team.

Track updates

Click any individual request to see its full history. You’ll be able to view messages from Support and any updates on the issue you reported.

View your requests from the Help Center profile menu

You can also view and manage your requests directly from your Help Center profile:

Click the profile icon in the top-right corner of the page
Select Requests from the dropdown

This will open the My requests page, where you can:
- Track all your support requests
- Check statuses and updates
- Copy your request ID for faster assistance

Once you submit your request, here's what to keep in mind:

You can write directly in the chatbot — it will assist you or connect you with a Support agent if needed.
If you already have an open request, please continue the conversation in the same thread instead of creating a new one.
You can view all your requests in the Help Center chat (see instructions above).
Replies are also sent to your email — check your inbox and spam folder. We respond to the email linked to your Toloka account.
Save your request number — it helps us track and escalate your issue faster if needed.

📝 Note: If you're contacting us via the Help Center, make sure you're logged in the Help center. Click the Sign in button in the top right of the Help Center page and sign in using your Toloka account.
This way, we’ll be able to access your request history and provide more accurate support.

💬 Reminder: All support inquiries should be sent via the Help Center chat bot. The bot will either assist you directly or connect you with a Support agent if needed.

How to report authorization issues to Support

If you are unable to authorize or you have authorization issues just go to Toloka chat.

Choose I can’t sign.
Submit the form and describe your problem. It would be helpful if you provide details regarding the following:
- Have you authorized on the platform?
- Describe the steps that led to this problem.
- Record a video demonstrating the issue.

Important information about links and files

Links

We cannot open links shared in support requests. If you need to share information, please provide it as text or attach a screenshot.

⚠️ Please do not attach any personal identification documents (such as passports or driver’s licenses) to your support request. Our team cannot process these materials through support. If document verification is required, you will be guided through the appropriate process.

Files

Attach files directly to your ticket. We cannot access files stored on cloud services (Google Drive, Dropbox, etc.), so please upload them directly.
Maximum file size: 50 MB. If your file is larger, try compressing it or sending only the necessary part.
Supported formats:
📷 Images: JPEG/JPG, PNG, GIF, BMP, TIFF, RAW, WEBP, HEIC.
🎥 Videos: MP4, AVI, MKV, MOV, WMV, FLV, WEBM, 3GP, MPEG-2, HEVC/H.265.

Frequently asked questions

💳 What payment systems are available?

We currently support Payoneer. Other methods may be available depending on your account and location. If you see PayPal via Tipalti on your Account → Payments page, follow Setting up Tipalti for your payouts.

🛠️ A button isn’t working — what should I do?

⏳ Why is it taking so long to get a reply?

Sometimes our response time may be longer than usual, especially during weekends or busy periods when we receive a high volume of messages.

We carefully review each request to give you the most accurate answer. Sending multiple follow-up messages usually doesn’t speed things up — it may even cause delays.

We process all messages during our working hours: 8 AM to 10 PM CET. Thanks for your patience!

For more details, check out this article on when specifically to contact the Support team 👋