Troubleshooting and support

Choose the problem you have:

Problem with registration or login
“The phone number is already linked to another account”

The phone number can only be linked to one account in Toloka as long as you use the platform. Most likely, you already registered in the system under a different username.

According to the User Agreement, a user can have only one account in Toloka. Re-registration is not allowed.

Recall the username you registered with, and use it to log in. If you can't recall the username, go to the Restoring access page.

Learn more about logging in to Toloka.

I don't remember my username or password

If you don't remember your username or password, go to the Restore access page.

Learn more about logging in to Toloka.

Repeat registration in Toloka
According to the User Agreement:
  • You can only have one account.
  • You can't restore a deleted account.
  • You can't register in Toloka a second time.
Other questions

Fill out the form:

Note. Please don't send duplicate requests or ask for a faster response. The support service reviews all incoming requests. You will receive a reply within a few days.
Account blocked

The account was blocked for a large number of low-quality responses or suspicious behavior, such as incorrect entering of captcha.

After blocking, you will receive two emails:
  1. Automatic notification about blocking.
  2. The message informs you why the account is blocked and if it is possible to unblock it.

If it is possible to unblock it, follow the steps in the email.

Problems with the money withdrawal
“The wallet is already in use”

If the wallet is linked or was linked to another user's account, you won't be able to link it to your account.

“Your profile information is incorrect”

Go to your profile and make sure that the full name matches your passport information.

“The phone number is already linked to another account”

Go to Yandex ID and link another phone number.

You can't use the same phone number for different accounts in Toloka, even if one of them was deleted. Under the User Agreement, you can only register once in Toloka for as long as you use the platform.

How do I cancel a withdrawal?
Money was already withdrawn

If the request is successfully processed, and the money is credited to your account in the payment system, it is impossible to cancel the request and return the money to your Toloka account.

The request is being processed
Fill in the form and specify:
  • The payment system.
  • The date of the request.
  • The amount.
Note. Please don't send duplicate requests or ask for a faster response. The support service reviews all incoming requests. You will receive a reply within a few days.
Other questions

Fill out the form:

Note. Please don't send duplicate requests or ask for a faster response. The support service reviews all incoming requests. You will receive a reply within a few days.
Questions about tasks
How do I choose a task?

The list of tasks shows the tasks available to you at the moment. Each of them has a short description and price. Choose a task and complete it.

I want to take a certain type of task, but it is not in the list anymore

While these tasks are absent, you can take other ones. The desired tasks may appear again later.

Can I complete tasks in a foreign language?

Yes, if you are fluent enough in it.

What should I do if I received a task that I do not want to complete?

If you don't want to complete a task from the list, don't start doing it. If you started a task, but you can't or don't want to complete the page that opens, go to the next one (use the Skip button). Only fully completed tasks are paid for.

If you no longer want to complete this task, use the Exit button.

How do I stop task completion correctly if I decided to take a break?

Click the Exit button.

If you answered all the questions on the page, click the Send button. When a new page loads, click Exit.

There are no tasks in the list
Make sure that:
  • You chose at least one requester and at least one task category in the task list.
  • You specified the correct language in the profile .
  • You linked your phone number to your Yandex ID.
  • You are not connected via a server located in Switzerland (this may happen if you are using an anonymizer, VPN or proxy server).
Note. If you are willing to complete tasks that are marked 18+, check that the I can complete tasks containing "adult" content option is turned on in your profile .
If the problem persists, contact the support service and attach:
Note. Please don't send duplicate requests or ask for a faster response. The support service reviews all incoming requests. You will receive a reply within a few days.
Access to microphone and camera

To complete certain tasks, you need to set up access to your device microphone and camera. You can allow the access in your browser settings. See the instructions for your browser to learn how to do it.

Make sure that access to the camera and microphone is allowed in your device operating system settings:
Windows 10

Access to camera:

  1. Click Privacy.
  2. In the left menu, select Camera.
  3. Make sure that the option Allow apps to access your camera is enabled in the settings.
  4. Make sure that Camera is enabled in the list of apps that can access the camera.

Access to microphone:

  1. Click Privacy.
  2. In the left menu, select Microphone.
  3. Make sure that the option Allow apps to access your microphone is enabled in the settings.
  4. Make sure that Voice Recorder is enabled in the list of apps that can access the microphone.
Problems entering a captcha
I can't enter a captcha

In the captcha, enter all the letters, punctuation marks, and other characters you see. Pay attention to lowercase and uppercase letters (match the case).

Enter text from both images. Put one space between the words from the images.

If there are characters that you can't enter, get a new captcha, but don't do this too often — the system may mistake you for a robot and ban your account.

After entering the captcha, you will be shown a notification saying if it was entered correctly. If a new captcha appeared after entering it, it means the characters you entered were incorrect. Try entering the captcha more carefully.

If the characters on the captcha are too small, zoom in on the browser page. To do this, hold down the Ctrl (for OS X, hold down Cmd) and press the + and - keys.

I was banned

To restore access, follow the link in the personal message from the administrator and fill out the feedback form. Technical support staff will review your message.

Enter the captcha carefully. The system may ban you due to frequent errors or frequent captcha updates. If you are banned again, you may lose access to tasks.

Captcha is shown too often

The requester determines how often the captcha is displayed in the task settings. Write to the requester about this.

The captcha is shown to all performers, regardless of their experience and number of completed tasks.

Why is the captcha in English?
Toloka users come from different countries, so the captcha shows words in different languages. Most words are in English because everyone has an English keyboard layout, but there are sometimes words in Russian and even in Turkish.
Question about a particular task

Write a message to the requester who posted the task.

Incorrect actions by the requester

If you receive spam, or if someone tries to obtain your contact information or suggests installing any programs, write to the support service:

Note. Please don't send duplicate requests or ask for a faster response. The support service reviews all incoming requests. You will receive a reply within a few days.
Tasks are not loading

Try the following:

  • Clear the browser cache.
  • Disable antivirus and browser plugins, especially ad blockers and similar extensions.
  • Check your browser settings and make sure that it doesn't restrict content loading (scripts, ads, and so on).
  • Temporarily disable electronic signature software and extensions.
  • Try opening Toloka in a different browser.
Note. You can try opening Toloka in Incognito mode. If you can open tasks in Incognito mode, it means that some extension is causing the error.
Other questions

Fill out the form:

Note. Please don't send duplicate requests or ask for a faster response. The support service reviews all incoming requests. You will receive a reply within a few days.
My skill level dropped

The skill level shows how well you handle certain types of tasks. The skill level is set by the requester based on your responses. Questions about skill changes should be addressed to the requester.

Learn more about skills.

Something doesn't work on the platform
Tasks are not loading

Try the following:

  • Clear the browser cache.
  • Disable antivirus and browser plugins, especially ad blockers and similar extensions.
  • Check your browser settings and make sure that it doesn't restrict content loading (scripts, ads, and so on).
  • Temporarily disable electronic signature software and extensions.
  • Try opening Toloka in a different browser.
Note. You can try opening Toloka in the browser's Incognito mode. If you can open tasks in Incognito mode, it means that some extension is causing the error.
Other

Fill out the form:

Note. Please don't send duplicate requests or ask for a faster response. The support service reviews all incoming requests. You will receive a reply within a few days.