Troubleshooting

Experiencing technical issues? Find solutions to common problems below.

Interview Issues

Microphone Not Detected

Symptoms: Interview won't start, "no microphone" error

Solutions:

1. Check browser permissions

   • Click the lock/info icon in your browser's address bar
   • Ensure microphone access is set to "Allow"
   • Refresh the page

2. Select the correct microphone

   • Click the microphone icon or settings in the interview interface
   • Choose your intended microphone from the list
   • Test that it's picking up sound

3. Try a different browser

   • Chrome works best with Terac
   • Firefox and Safari also supported
   • Edge may have issues

4. Check system settings

   • Open your computer's sound settings
   • Ensure your microphone is enabled
   • Set it as the default input device

5. Restart your browser

   • Close all browser windows
   • Reopen and try again

Audio Quality Problems

Symptoms: Choppy audio, echo, feedback

Solutions:

1. Reduce background noise

   • Move to a quieter location
   • Close windows and doors
   • Turn off fans or noisy appliances

2. Use headphones

   • Prevents echo from speakers
   • Built-in microphone often better quality

3. Move closer to microphone

   • Reduces need to amplify
   • Clearer voice capture

4. Check internet connection

   • Run a speed test
   • Switch to a wired connection if possible
   • Close bandwidth-heavy applications

Connection Dropped

Symptoms: Interview disconnected, frozen screen

Solutions:

1. Check your internet

   • Run a speed test at speedtest.net
   • Restart your router if needed
   • Move closer to your Wi-Fi router

2. Refresh and rejoin

   • Refresh the page
   • Click to rejoin if prompted
   • The interview may resume from where you left off

3. Try a wired connection

   • Ethernet is more stable than Wi-Fi

4. Contact support

   • If you can't reconnect, contact support immediately
   • Include your submission details and what happened

Verification Issues

Phone Code Not Received

Symptoms: No SMS verification code arrives

Solutions:

1. Wait a few minutes

   • Codes can take up to 5 minutes to arrive

2. Check your number

   • Verify you entered the correct number with country code

3. Request a call instead

   • Click the option to receive a phone call
   • Code will be read to you verbally

4. Check for blocking

   • Some carriers block short codes
   • Try removing any SMS blocking apps

5. Try a different number

   • If available, use an alternative phone number

ID Verification Failed

Symptoms: Stripe Identity rejects your document

Solutions:

1. Photo quality

   • Ensure good lighting
   • Keep the ID flat and fully visible
   • Avoid glare and shadows
   • Make sure all corners are visible

2. Document issues

   • Ensure ID is not expired
   • Use an accepted document type (passport, driver's license, national ID)
   • Document must be valid in your country

3. Selfie issues

   • Face the camera directly
   • Ensure good lighting
   • Remove glasses or hats
   • Match the photo on your ID

4. Try again

   • Wait a few minutes before retrying
   • Use a different document if available

LinkedIn Connection Failed

Symptoms: Can't connect LinkedIn profile

Solutions:

1. Check LinkedIn account

   • Ensure you can log in to LinkedIn separately
   • Your LinkedIn profile must be public enough for basic info

2. Allow permissions

   • When prompted, allow Terac to access your LinkedIn profile

3. Clear cookies

   • If previously connected, try clearing cookies
   • Retry the connection

4. Try a different browser

   • Some browser extensions can interfere

Payment Issues

Redemption Email Not Received

Symptoms: Clicked Cash Out but no email from Virtual Incentives

Solutions:

1. Wait 48 hours

   • Emails can take up to 48 hours to arrive

2. Check spam/junk folder

   • Search for "Virtual Incentives"
   • Add to safe senders list

3. Verify email address

   • Check your Terac profile for correct email
   • Update if needed and try again

4. Contact support

   • If still not received after 48 hours
   • Include your cash out date and amount

Wrong Payment Amount

Symptoms: Received less than expected

Solutions:

1. Check your Earnings dashboard

   • Verify the amounts shown match
   • Check transaction history

2. Review submission status

   • Some submissions may still be pending
   • Not all may have been approved

3. Contact support

   • If amounts don't match, contact support
   • Include screenshots of discrepancies

Website Issues

Page Not Loading

Symptoms: Blank page, constant loading, errors

Solutions:

1. Refresh the page

   • Try Shift + Refresh for a hard refresh

2. Clear browser cache

   • Settings → Clear browsing data
   • Select cached images and files

3. Try a different browser

   • Issue may be browser-specific

4. Check your internet

   • Make sure you're connected

5. Check Terac status

   • Visit our status page or social media for outage info

Login Issues

Symptoms: Can't log in, no login email received

Solutions:

1. Check spam folder

   • Login emails may be filtered

2. Verify email address

   • Ensure you're using the correct email

3. Request new login email

   • Click "Resend" on the login page

4. Try Google sign-in

   • If you originally signed up with Google

5. Clear cookies

   • Remove Terac cookies and try again

Still Having Issues?

If these solutions don't resolve your problem:

1. Document the issue

   • Take screenshots
   • Note error messages
   • Record what you were doing

2. Contact support

   • Reach out to our team
   • Include all relevant details