Troubleshooting and support

Choose the problem you have:

Problem with registration or login
I can't get an SMS with the confirmation code
Follow the recommendations in Help for Yandex ID. If this doesn't help, contact support.
I can't register because my phone number is already linked to another account

Your phone number can only be linked to one Toloka account at a time. Most likely, you already registered in the system under a different username. Recall the username you registered with and use it to log in. If you don't remember your username, use Restoring access.

According to theUser Agreement:

  • The user may have only one account in Toloka.
  • Re-registration is prohibited.
  • The user must have a unique phone number.
How do I change the phone number in my account?

Go to Yandex ID and change your main number. After changing your phone number, you won't be able to withdraw money for a week.

Note. If you don't have access to the old number, it takes a month to change it. For more information about changing your phone number, see the Yandex ID Help.
Where to find your username in the web version of Yandex.Toloka
In the web version of Toloka, your username is shown in the upper-right corner, next to the avatar. If your name or nickname is displayed next to the avatar, click on the avatar. The username will be shown in the window that opens.
Where do I view my username in the mobile app?

If you use the Toloka mobile app, choose the platform:

Open the menu by tapping at the top of the screen. Your username is at the top next to the avatar.

Tap . You'll see your username in the Profile section.

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 out 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

Toloka has an antifraud monitoring system. It automatically checks user behavior and blocks suspicious accounts. In different cases, the ban may be caused by different reasons.

Tips on how to avoid getting blocked are described under How to be a successful Toloker.

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.

Question about a profile
Why don't I see all my skills in my profile?
Not all skills are displayed in your profile. It depends on the skill settings and the type of task.
Can several Tolokers use the same account?

No. Transferring your account to another person is a violation of Section 5.2 of the User Agreement.

What are awards for?
Awards can help you track your achievements and discover more Toloka features.
When are awards given?
Awards are given within 24 hours after you achieve the desired result. If the award doesn't appear in your profile within a few days, please contact the Toloka support service.
Questions about tasks
How do I choose a task?

The list of tasks shows the tasks available to you at the moment. Each of them has a short description and price. Choose a task and complete it.

What are free tasks for?

Training tasks are generally not paid for. They are used to teach Tolokers to perform a particular kind of task and select those who show the best results. You get access to the main, paid task only after you successfully complete the training.

Low task cost

The cost of the task directly depends on its complexity and how much time it takes to complete it. Simple tasks that don't require special skills and a lot of time cost less than more complex ones. But the better you cope with them, the higher their cost will be and the more chances there are to get a reward from the requester.

Maximum and average earnings

The maximum earnings displayed in the task card show how much three of the most active Tolokers earn on average per day.

The average earnings displayed in the task card show how much you can earn on the task per hour on average.

How do I remove a reservation from a task?

After the expiration of the allotted period, the reservation is automatically removed and the tasks return to the main page. You can remove the reservation manually. To do this, go to the task, click and select Refuse. The option to reserve tasks is provided for Tolokers' convenience. If for some reason you can't complete the tasks you have reserved, it doesn't affect the availability of other tasks or your performance in Toloka.

Question about the content of tasks
The task contains adult content

According to the User Agreement, tasks in Toloka may contain “adult” (including pornographic) content. Your actions in Toloka that have to do with evaluating “adult content” don't violate the law. The Toloka service operates in accordance with the legislation of the Swiss Confederation and is aimed, among other things, at identifying materials of an offensive or pornographic nature. If this type of material is unacceptable to you, turn off the I agree to perform tasks that contain adult content option in the profile.

The task requires recording a video or sending a photo

Tasks in which Tolokers are asked to record a video or audio or take a photo are not prohibited in Toloka. If for some reason you don't want to complete this type of task, select another task from the list of available tasks.

The task contains a virus

Requesters check their tasks before posting and try to make sure they don't contain malicious links. The virus can only appear if the content of the site you access from the task has changed after the task was posted. According to Section 4.7 of the User Agreement, Toloka does not guarantee that tasks won't contain viruses and other malicious components. When completing tasks, the Toloker is solely responsible for the consequences of using the Toloka platform, including the damage that may be caused to software or hardware. If you encounter an infected site, notify the author of the task immediately.

Tip. Install antivirus software to prevent threats. This will be useful not only for completing tasks in Toloka but also for visiting other sites.
The task is in an unfamiliar language

If you encounter tasks in an unfamiliar language, don't complete them.

Question about a particular task

Tasks are posted and checked by requesters. If you have a question about the completion of a particular task, contact the requester directly. To do this, find the task in the Available, Reserved, or Done section, open the task, click on the three dots in the upper-right corner, and select .

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.
Questions about field tasks
Can a task be rejected if a person or a car license plate number is in the shot?

When requesters review tasks, they primarily check whether they are completed according to the instructions. However, according to Section 3.5 of the User Agreement, you can't submit photos or videos of third parties or car license plates. Therefore, it doesn't matter whether the requester accepts the task or not. Your account might still be blocked for violation of the User Agreement, and you won't be able to withdraw money from Toloka (Section 8.5.3). Therefore, carefully check the photos and videos you're submitting for whether they contain vehicle number plates or other people's faces.

If the task asks you to take photos of strangers or car license plates, don't complete it and contact the Toloka support service. We will check the task, suspend it, or ask the requester to make changes to it so that the task complies with Toloka rules.

Is it legal to take photos of organizations?

According to the law, you are allowed to take photos on the street and in stores and transfer this information to third parties.

I want to make a badge with the Yandex logo to complete field tasks

According to Section 5.8 of the User Agreement, you work for Yandex as an independent contractor. Therefore, you can't use the logo, badge, or another ID that indicates your professional affiliation with Yandex or Toloka.

Why do I need to take photos in field tasks?

The photos you take help improve map services and make online maps and directories more complete, useful, and up-to-date.

What do I do if the employees of organizations ask questions or don't allow me to take photos?

If the employees of organizations ask you what you're collecting information for, explain that you're completing a task on the Toloka platform. Your goal is to verify information about a business's presence at a certain address and its working hours. The accuracy and reliability of this information is in the interests of the organization itself, because it will be published in directories and on online maps. If the employees of organizations tell you that you're filming illegally, explain that you're not collecting any personally identifiable information such as people's faces and car license plate numbers. All photos will be further processed according to all applicable privacy laws. If the employees of organizations don't allow you to enter the building and take photos, try to politely explain the legality of your actions. If this doesn't help, don't get into a conflict, and refuse the task.

I can't complete a task in a remote place

If you can't complete the task according to the instructions, refuse it.

There are no field tasks

The availability of field tasks in specific cities depends on a number of factors: the needs of requesters, the epidemiological situation in the region, and so on. If there are currently no field tasks in your city, it means that requesters have suspended their placement for some reason. Check the map from time to time. You'll see the tasks when they appear.

I want to take a certain type of task, but it's not in the list anymore

If the task you liked is no longer displayed, it may have already been completed or you don't meet the selection criteria set by the requester. While this task is absent, you can take other ones. The desired tasks may appear again later.

Can I complete tasks in a foreign language?

Yes, if you are fluent enough in it.

What should I do if I received a task that I do not want to complete?

If you don't want to complete a task from the list, don't start doing it. If you started a task, but you can't or don't want to complete the page that opens, go to the next one (use the Skip button). Only fully completed tasks are paid for.

If you no longer want to complete this task, use the Exit button.

How do I stop task completion correctly if I decided to take a break?

Click the Exit button.

If you answered all the questions on the page, click the Send button. When a new page loads, click Exit.

There are no tasks in the list

This happens because of the filters you set. Sometimes, Tolokers set up filters and then forget to disable them.

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 to your Yandex ID.
  • 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 that are marked 18+, check that the I agree to perform tasks that contain 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.
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.
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.

The system may ban you due to frequent errors or frequent captcha updates. If you are banned again, you may lose access to tasks.

Other questions

Fill out 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 the mobile app
Where can I find the app and how do I install it?
You can install the Toloka app for Android using Google Play or AppGallery. The iOS app is available in the AppStore. To install the app, you need Android 6.0 or higher, or iOS 13.0 or higher.
I have installation problems because my operating system is too old
The app is available on devices running Android 6.0 or higher, or iOS 13.0 or higher. If you have an older version of the operating system, you won't be able to install the app. But you can complete tasks in the browser on your computer or laptop.
Which countries is the app available in?

The app is available in the following regions:

  • Australia
  • Azerbaijan
  • Algeria
  • Argentina
  • Armenia
  • Belarus
  • Benin
  • Bermuda
  • Burkina Faso
  • British Virgin Islands
  • Vietnam
  • Haiti
  • Guinea
  • Germany
  • Hong Kong (special area)
  • Israel
  • India
  • Indonesia
  • Iraq
  • Kazakhstan
  • Cayman Islands
  • Cambodia
  • Cameroon
  • Kenya
  • Kyrgyzstan
  • Colombia
  • Cote D'Ivoire
  • Laos
  • Latvia
  • Macau (special area)
  • Malaysia
  • Malta
  • Mexico
  • Moldova
  • Myanmar (Burma)
  • Namibia
  • New Zealand
  • Turks and Caicos Islands
  • Poland
  • Russia
  • Singapore
  • Tajikistan
  • Thailand
  • Taiwan
  • Tanzania
  • Turkmenistan
  • Turkey
  • Uzbekistan
  • Ukraine
  • Philippines
  • Finland
  • France
  • Chile
  • Estonia
  • South Africa
How do I change the type of walk-home tasks?

Go to Settings by clicking on three horizontal stripes in the upper-left corner, and switch the Open tasks on map option.

How can I see all tasks that are near me on the map?

To see all tasks located near you, switch to the task view mode on the map. You can do this by clicking the blue button with the map icon in the bottom right.

How do I hide a task?

Go to the main page, find the task you need, click on the three dots in the upper-right corner of the task card, and select Hide this task. This task will no longer be displayed on the main page.

To return it to the main page again, follow these steps:

  1. Go to the tasks page.
  2. In the filter on the right, put a check mark next to Hidden.
  3. Find the task you need, click on the three dots in the upper-right corner of the task card, and select Show this task again.
Tasks are not loaded in the app

Try updating the app, reinstalling it, and restarting your mobile device.

Attention. Reinstalling the app will clear the history of completed tasks. You can view the full history of completed tasks and earnings on the Toloka website.
Technical issues
I can't click “Submit” when I complete training tasks

You must have made mistakes when completing the task, so you can't submit it.

How the training works:

  1. You give responses to all tasks on the page and click Send.
  2. The system compares your responses with the correct answers provided by the requester.
  3. If you make a mistake, a hint appears set against a red background.
  4. Change your responses to the correct ones in all the tasks where hints appeared.
  5. Then click Send.

After you change all your responses to the correct ones, the training will be completed. If you think that you answered correctly, but the task is not accepted, take a screenshot of the page and send it to the author of the project.

I open the task, but there are no points on the map

Task authors group tasks according to their goals. If you don't see any available tasks in your city when trying to select points on the Available tab, it means that there are no relevant tasks in this group. To see all tasks that are currently available in your city, switch to the task view mode on the map. To do this, click the blue button with the map icon at the bottom right.

After I click “Submit”, the task remains in “Completed”

Check if the Submit over Wi-Fi only function is enabled in the app settings. If it is enabled, tasks will be submitted once your device connects to Wi-Fi. You can disable this setting to submit tasks via mobile Internet. If you connected to Wi-Fi, but the tasks are still not submitted, open each task, go to the menu, and select Send.

Can several Tolokers use the same IP address?

According to the User Agreement, a user can only have one account in Toloka. Users who have different accounts in Toloka can complete tasks from the same IP address.

Can I install a third-party program or extension to refresh the page in the browser, notify me about new tasks, and so on?

We can't guarantee that Toloka will work correctly with additional programs or browser extensions because they were not tested by us. They might be used by hackers to access your account.

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”

Go to Yandex ID 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. 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?
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.
I can't withdraw money to a QIWI wallet.
  • When filling in the QIWI wallet number, use the international phone format without the + sign. For example, 79031234567.
  • Make sure that the information in your QIWI account is filled in correctly and include your correct passport details.
Other questions

Fill out 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 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.

Something doesn't work on the platform
Tasks are not loading

Try the following:

  • Clear the browser cache.
  • Disable antivirus and browser plugins, especially ad blockers and similar extensions.
  • Check your browser settings and make sure that it doesn't restrict content loading (scripts, ads, and so on).;
  • Temporarily disable electronic signature software and extensions.
  • Try opening Toloka in a different browser.
Note. You can also try opening Toloka in Incognito mode. If you can open tasks in Incognito mode, it means that some extension is causing the error. If none of these methods help, contact the Toloka technical support.
Other

Fill out 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.