Need help with your Annotators experience? Our Support Team is here to assist you with account-related or platform questions via the Help Center chat.
Tips before contacting support
💫 Please note, that you can contact our support team via chat in your profile or Help Center.
Our working hours: 8 AM to 10 PM CET
CET (Central European Time) is the time zone used in most Central European countries, including Germany, France, Spain, Italy, Poland, and others. It corresponds to UTC+1 during the winter and UTC+2 during the summer.
Before reaching out, ensure that you've taken these steps for a faster resolution:
- Check the Help Center: Answers may already be available.
- Avoid duplicate requests: All inquiries are processed quickly.
- Use registered email: Use the email linked to your account.
- Provide details: Include full name, phone number, and relevant screenshots.
- Be clear and polite: It helps the team assist you more effectively.
- If you have a question about a project: First check with your mentor or manager in the project channel before contacting Support.
- If you're having verification issues: Please don’t send documents or photos in chat. Support will guide you through the correct process.
Support topics
Technical issues
If you're experiencing platform errors even after clearing your cache and troubleshooting your browser.
Withdrawal delays
If your withdrawal hasn't arrived within five business days, please contact Support.
Account & profile access
We can help with:
- Unblocking accounts
- Unlinking wallets
- We can’t edit your personal profile information (e.g., name).
Testing & onboarding
Questions about test results or your current access stage? We’re here to clarify.
Things we can’t help with:
Mentoring and task feedback
Reach out to QA in the project channel for questions on task quality, completion standards, and mentoring tips.
Profile changes
We can’t edit and change your personal profile information (e.g., name). Please make sure your profile info is correct during registration.
Resume processing
We do not accept resumes. You can see all relevant roles and apply through Toloka Annotator.
All requests go through the Bot chat. The chatbot will attempt to assist you first and, if necessary, forward your message to a support agent.
How to contact support
From your Annotators profile
- Go to your Annotators profile
- Click the chat button in the bottom-right corner
- The chatbot will assist you or connect you with a Support agent
From the Help Center
- Go to the Help Center
- Click the chat button in the bottom-right corner
- Make sure you are signed in with your Annotators account
- The chatbot will handle your message or pass it to an agent
How to view and track your support requests
You can track the status of your requests and view all past messages directly in the Help Center chat. Here’s how to do it:
Open the chat
Access previous requests
View all requests
Track updates
View your requests from the Help Center profile menu
You can also view and manage your requests directly from your Help Center profile:
- Click the profile icon in the top-right corner of the page
- Select Requests from the dropdown
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This will open the My activities page, where you can:
- Track all your support requests
- Check statuses and updates
- Copy your request ID for faster assistance
Once you submit your request, here's what to keep in mind:
You can write directly in the chatbot — it will assist you or connect you with a Support agent if needed.
If you already have an open request, please continue the conversation in the same thread instead of creating a new one.
You can view all your requests in the Help Center chat (see instructions above).
Replies are also sent to your email — check your inbox and spam folder. We respond to the email linked to your Toloka Annotators account.
Save your request number — it helps us track and escalate your issue faster if needed.
This way, we’ll be able to access your request history and provide more accurate support.
How to report authorization issues to Support
If you are unable to authorize or you face authorization issues, please contact Support directly through the Annotators chat.
When you start the chat, describe your problem in detail. Include the following information:
- How exactly you tried to sign in (steps you took).
- What happened — error message, blank page, or other behavior.
- Why you think it did not work (for example: wrong password, expired link, technical error, etc.).
If possible, record a short video or take screenshots that demonstrate the issue. This will help Support understand and resolve your problem faster.
After you provide the description, switch to an agent in the chat to continue troubleshooting.
Important information about links and files
Links
We cannot open links shared in support requests. If you need to share information, please provide it as text or attach a screenshot.
Files
- Attach files directly to your ticket. We cannot access files stored on cloud services (Google Drive, Dropbox, etc.), so please upload them directly.
- Maximum file size: 50 MB. If your file is larger, try compressing it or sending only the necessary part.
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Supported formats:
📷 Images: JPEG/JPG, PNG, GIF, BMP, TIFF, RAW, WEBP, HEIC.
🎥 Videos: MP4, AVI, MKV, MOV, WMV, FLV, WEBM, 3GP, MPEG-2, HEVC/H.265.
Frequently asked questions
💳 What payment systems are available?
Payoneer is used by contributors in all other countries.
🛠️ A button isn’t working — what should I do?
Try basic troubleshooting first: clear your browser cache and refresh the page. If the issue continues, reach out to Support through the Help Center chat.
⏳ Why is it taking so long to get a reply?
Sometimes our response time may be longer than usual, especially during weekends or busy periods when we receive a high volume of messages.
We carefully review each request to give you the most accurate answer. Sending multiple follow-up messages usually doesn’t speed things up — it may even cause delays.
We process all messages during our working hours: 8 AM to 10 PM CET. Thanks for your patience!