Troubleshooting and support
Choose the problem you have:
- You can only have one account.
- You can't restore a deleted account.
- You can't register in Yandex.Toloka a second time.
- Automatic notification about blocking.
- The message informs you why the account is blocked and if it is possible to unblock it.
- The payment system.
- The date of the request.
- The amount.
- 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).
- A screenshot of the profile in Yandex.Toloka.
- A screenshot of the Phone numbers page.
- A copy of the technical information.
- Click
→ 
→ Privacy. - In the left menu, select Camera.
- Make sure that the option Allow apps to access your camera is enabled in the settings.
- Make sure that Camera is enabled in the list of apps that can access the camera.
- Click → → Privacy.
- In the left menu, select Microphone.
- Make sure that the option Allow apps to access your microphone is enabled in the settings.
- Make sure that Voice Recorder is enabled in the list of apps that can access the microphone.
- Open the device settings.
- Tap Apps & notifications → App permissions → Show all apps.
- In the list of apps, select Yandex.Toloka.
- Tap Permissions.
- Enable the options Camera and Microphone.
- Open the device settings.
- In the list of apps, select Yandex.Toloka.
- Enable the options Microphone and Camera.
- 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.
- The browser cache is cleared.
- Extensions are disabled.
- Go to the Profile tab.
- Click End self-employment for Yandex.Toloka.
- Make sure that you have withdrawn all the money and you aren't going to complete tasks anymore. Click Confirm.
- In the taxpayer's personal account.
- In the My Taxes mobile app (section End registration anytime).
- Add Yandex.Toloka as a partner in the personal account settings.
- 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.
- Go to the My money tab.
- Select the desired data row in the Actions history table.
- Click View receipts.
- Other questions
- Fill in the form:Feedback
- The browser cache is cleared.
- Extensions are disabled.
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.
If you don't remember your username or password, go to the Restore access page.
Learn more about logging in to Yandex.Toloka.
Fill in the form:
The account was blocked for a large number of low-quality responses or suspicious behavior, such as incorrect entering of captcha.
If it is possible to unblock it, follow the steps in the email.
If the wallet is linked or was linked to another user's account, you won't be able to link it to your account.
Go to your profile and make sure that the full name matches your passport information.
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.
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.
Fill in the form:
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.
Access to camera:
→ 
→ Privacy.Access to microphone:
To complete certain tasks, you need to set up access to your device microphone and camera. You can allow access in your device settings.
Write a message to the requester who posted the task.
If you receive spam, or if someone tries to obtain your contact information or suggests installing any programs, write to the support service:
Make sure that:
Fill in the form:
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.
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.
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.
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.
Make sure that:
Fill in the form: