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 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 remember your username, go to the Restore 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. 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 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 another 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Money was already withdrawn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. 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 your 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 willing to complete tasks for adults only, make sure 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.
Problems with entering 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 is entered correctly. If a new captcha appeared after entering it, it means that you entered the characters incorrectly. 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 key (for OS X, hold down Cmd) and press the + and - keys.

I was banned

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

Enter the captcha carefully. The system may block access 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 frequency of captcha display is set in the task settings by the requester. Write to the requester about this.

The captcha is shown to all performers, regardless of their experience and the 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.
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 users
Fill in the form:
The service is not working properly

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.