# Get Help (https://terac.com/docs/experts/support/contact)

How to get help from Sophia, Terac's assistant, and how to reach the team.

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 [#ask-sophia]

Sign in, then open the chat:

* 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](https://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 [#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 she hands it to our team [#when-she-hands-it-to-our-team]

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 [#what-she-cant-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 [#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

## Can't Sign In? [#cant-sign-in]

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

## Community [#community]

* **Slack:** join the [Terac community on Slack](https://join.slack.com/t/teraccommunity/shared_invite/zt-3vrh9xvoj-uLN9hcYkhA9ezKrSnaXijA) to ask questions, swap tips, and connect with other experts.
* **Facebook:** connect with other Terac experts in our [Facebook community](https://www.facebook.com/groups/1037757014918292/).

## System Status [#system-status]

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

## Business Inquiries [#business-inquiries]

* **Partnerships:** visit [terac.com/contact](https://terac.com/contact)
* **Press and brand:** visit [terac.com/brand](https://terac.com/brand)
* **Careers:** visit [terac.com/careers](https://terac.com/careers)

## What We Can't Help With [#what-we-cant-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 [#tips-for-getting-help]

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