Get Help

The fastest way to get help is to ask Sophia, Terac's assistant. She can see your account, she knows these docs, and she hands anything she can't sort out to our support team.

Ask Sophia

From the chat bubble in the bottom-right corner of any page of your dashboard, or of these docs
On the support page at terac.com/help
From Ask Sophia at the end of any page of these docs

If Sophia has texted you, you can also reply to her there. Reply STOP to stop the texts.

What Sophia can help with

Your money: your balance, what you have earned, and whether a cash out went through and where it went
Your opportunities: where you stand on one, which tasks are done, and who pays for it
Your projects: the instructions, FAQs, materials, office hours, and payout schedule in the handbook of an opportunity you are on
Links: resending an opportunity's apply link, or sending your referral link
Screenshots: send her a screenshot of a screen you are stuck on
How Terac works: anything these docs cover

When Sophia can't sort something out herself, such as a payment that never arrived, a decision you think is unfair, a broken link, deleting your account, or when you'd rather talk to a person, she passes it to our support team with your conversation attached. A person replies in the same conversation.

What she can't do

Give a timeline for a review
Explain why a submission was rejected
Reopen an opportunity you were screened out of
See payments made by another research panel, or what happens in your payout balance after a transfer

What to include

To get help faster, tell her:

The name of the opportunity, if it is about one
What happened, and what you expected to happen
A screenshot, if something on screen looks wrong

If you can't sign in, or your account has been restricted, email support@terac.com from the email address on your account. Include what you see when you try to sign in.

Community

Slack: join the Terac community on Slack to ask questions, swap tips, and connect with other experts.
Facebook: connect with other Terac experts in our Facebook community.

System Status

If something isn't working for anyone, check status.terac.com. The support page at terac.com/help also shows the current status.

Business Inquiries

Partnerships: visit terac.com/contact
Press and brand: visit terac.com/brand
Careers: visit terac.com/careers

What We Can't Help With

Some things are outside our support scope:

Tax advice: consult a tax professional
Legal advice: consult a lawyer
Payments from another research panel: contact that panel
Retroactive referral credit: referrals must use your link at sign-up

Tips for Getting Help

Be specific: describe exactly what's happening
Include details: the opportunity's name, error messages, screenshots
Check first: many answers are in these docs
Be patient: when Sophia hands something to our team, a person replies in the same conversation