Troubleshooting and support

Choose the problem you have:

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

A phone number can only be linked to one account in Yandex.Toloka for as long as you use the platform, so you most likely already registered in the system under a different username.

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

Recall the username you registered with, and use it to log in. If you don't remember your username, go to the Restore access page.

Learn more about logging in to Yandex.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 Yandex.Toloka.

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

Fill in 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”

The phone number specified in Yandex.Passport is already linked to another account in Yandex.Toloka. You can go to Yandex.Passport and link a different phone number.

You can't use the same phone number for different accounts in Yandex.Toloka, even if one of them was deleted. Under the User Agreement, you can only register once in Yandex.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Money was already withdrawn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 back to your Yandex.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 in 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
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 in Yandex.Passport.
  • 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 ready to complete 18+ tasks, check that the I agree to perform tasks with adult content option is turned on in the 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?
Yandex.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

Make sure that:

  • The browser cache is cleared.
  • Extensions are disabled.
Note. You can try opening Yandex.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 questions

Fill in 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 rating dropped

The rating is a complex evaluation of your activity and the quality of your responses. The more tasks you complete and the better your responses are, the higher your rating. Neither requesters nor administrators can influence your rating. The rating is calculated dynamically over the past few weeks.

Learn more about the rating.

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.

Questions for self-employed individuals
Ending self-employment for Yandex.Toloka

You don't have to end your cooperation with Yandex.Toloka if you no longer want to complete tasks. You don't have to pay the 6% tax if you stop doing tasks and withdrawing money from Yandex.Toloka.

If you change your mind, you can resume completing tasks and withdrawing money at any time.

If you still want to end your cooperation with Yandex.Toloka:
  1. Go to the Profile tab.
  2. Click End self-employment for Yandex.Toloka.
  3. Make sure that you have withdrawn all the money and you aren't going to complete tasks anymore. Click Confirm.
Rejecting self-employment status
Restriction. If you reject the self-employment status, you can no longer complete tasks and withdraw money from your Yandex.Toloka account.
You can change your tax status:
Regaining self-employment status
  1. Make sure you are registered in the taxpayer's personal account.
  2. Add Yandex.Toloka as a partner in the personal account settings.
  3. Write to support. In your letter, tell us that you want to become a self-employed performer now and why you rejected your self-employment before.
Receipts: viewing, canceling, or restoring

A receipt is a payment document that contains the amount of your earnings. Receipts are automatically generated every time you withdraw money from Yandex.Toloka.

  1. Go to the My money tab.
  2. Select the desired data row in the Actions history table.
  3. Click View receipts.
Note. By law, you can cancel the receipt after withdrawal, but further withdrawal will be blocked until we clarify the circumstances. If you canceled a receipt by mistake, contact support.
Other questions
Fill in the form:
Something doesn't work on the platform
Tasks are not loading

Make sure that:

  • The browser cache is cleared.
  • Extensions are disabled.
Note. You can try opening Yandex.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 in 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.