Troubleshooting

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 over the entire time of using the service, so most likely you have already registered in the system under a different username.

According to the User Agreement, a user can have only one account in Toloka. Repeated registration in the system is prohibited.

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.

Repeated 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 in the form:

Note. Don't send repeated requests or ask for a faster response. All incoming requests are reviewed. The support service will respond in a few days.
My account is 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 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 Toloka, even if one of them was deleted. According to the User Agreement, you can only register once in Toloka during the entire time of using the service.

How can I cancel the 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Money was already withdrawn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 Toloka account.

The request is being processed
Fill in the form and specify:
  • The payment system.
  • The date of the request.
  • The amount.
Note. Don't send repeated requests or ask for a faster response. All incoming requests are reviewed. The support service will respond in a few days.
Questions about withdrawal via Yandex.Money
I can't withdraw money to my wallet.

Most likely, the status of your wallet is anonymous or identified. You can withdraw money only to a reviewed wallet.

Learn more about wallet identification.

What exchange rate is used to convert money?

When you withdraw money from the Toloka account to the Yandex.Money wallet, the amount is converted from dollars into rubles at the Central Bank of Russia exchange rate, current on the day of the withdrawal request.

In Toloka, the start of a new day is according to universal standard time (UTC), which is three hours behind Moscow. For example, the exchange rate announced by the Central Bank on Monday is used in Toloka starting from 3 a.m. on Tuesday, Moscow time.

Other questions

Fill in the form:

Note. Don't send repeated requests or ask for a faster response. All incoming requests are reviewed. The support service will respond in a few days.
Questions about tasks
There are no tasks in the list
Check that:
  • You chose at least one requester and at least one task category in thetask 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 can complete tasks containing "adult" content option is turned on in the profile.
If the problem persists, please contact the support service and attach:
  1. A screenshot of the profile in Toloka.
  2. A screenshot of the Phone numbers page.
  3. Copied technical information.
Note. Don't send repeated requests or ask for a faster response. All incoming requests are reviewed. The support service will respond in a few days.
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. Don't send repeated requests or ask for a faster response. All incoming requests are reviewed. The support service will respond in 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.

The service is not working properly

Fill in the form:

Note. Don't send repeated requests or ask for a faster response. All incoming requests are reviewed. The support service will respond in a few days.