Troubleshooting

Experiencing technical issues? Find solutions to common problems below. If you're still stuck, ask Sophia and send her a screenshot of what you see.

Interview Issues

Camera or Microphone Blocked

Symptoms: "Access to your camera and microphone is blocked", "No camera and microphone was found on this device", or the interview won't start

Solutions:

1. Allow access in your browser

   • Click the lock or site-settings icon in your browser's address bar
   • Set camera and microphone to Allow
   • Reload the page

2. On a phone

   • Open your phone's settings and allow camera and microphone for your browser
   • Reload the page

3. Choose the right microphone

   • There is no microphone picker inside the interview
   • Choose it in your browser's site settings or your computer's sound settings

4. Try a different browser

   • Chrome or Edge work best
   • Safari and Firefox can work, but some checks are not available in them

5. Restart your browser

   • Close all browser windows
   • Reopen and try again

Screen Sharing or Monitor Problems

• You shared the wrong thing: click Try again and choose Entire screen, not a window or a tab.
• "External monitor detected": unplug the extra screen. The message clears once it is disconnected.
• Screen sharing won't start: refresh the page, or try Chrome or Edge.

Audio Quality Problems

Symptoms: Choppy audio, echo, feedback

Solutions:

1. Reduce background noise: move somewhere quieter, and close windows and doors
2. Use headphones: they prevent echo from your speakers
3. Move closer to your microphone
4. Check your internet connection: switch to a wired connection if you can, and close bandwidth-heavy apps

Interview Disconnected

• A screening interview: go back to the step and start it again. It starts from the beginning.
• The onboarding interview: open it again from Home, and you pick up where you left off.
• "We couldn't start the interview": wait a moment and try again.

If you can't get back in, ask Sophia with the name of the opportunity and what happened.

Verification Issues

Phone Verification Not Working

Solutions:

1. Send the pre-filled text

   • The default is to send us a text: scan the QR code, or tap Open Messages on your phone, and send the message without changing it
   • We detect it as soon as it arrives

2. Use a code instead

   • Choose Verify with a code instead to get a 6-digit code by SMS
   • You can ask for a new code every 60 seconds, even if you change numbers

3. Check your number

   • Make sure you entered the right number, with the country code
   • Virtual numbers such as Google Voice, and landlines, cannot be used

4. Reached a code limit

   • You can get up to 5 codes a day, sent to at most two different numbers
   • Past that, choose Verify through Messages instead, or email support@terac.com if you can't use Messages

ID Verification Failed

Symptoms: The identity check rejects your document

Solutions:

1. Photo quality

   • Ensure good lighting
   • Keep the ID flat and fully visible, with all corners in the frame
   • Avoid glare and shadows

2. Document issues

   • Make sure the ID has not expired
   • Use an accepted document type, such as a passport, driver's license, or national ID
   • If you live in a different country from your citizenship, use an ID from your country of residence

3. Try again

   • Click Try Again and use a clearer photo or a different document

If it says Verification Blocked or Needs Review, retrying won't help. Ask Sophia.

LinkedIn Connection Failed

Symptoms: "Couldn't connect LinkedIn"

Solutions:

1. The LinkedIn account may already be linked to another Terac account

   • Try a different LinkedIn account, or upload your resume instead
   • If you think you have signed up before with a different email, ask Sophia and include your LinkedIn profile URL

2. Allow permissions

   • When LinkedIn asks, allow Terac to access your profile

3. Try a different browser

   • Some browser extensions can interfere

Payment Issues

Payout Balance Did Not Update

Symptoms: Moved funds from your Terac balance but the payout balance still looks wrong

Solutions:

1. Check whether it said Transfer processing

   • Whop is still confirming the transfer, and your payout balance updates when it does
   • There is no need to try again

2. Refresh the page

   • Otherwise the panel refreshes a moment after the transfer, and a manual refresh resolves almost every case

3. Check your transaction history

   • The move appears as a withdrawal from your Terac balance
   • If your Terac balance was restored instead, the transfer failed and nothing was lost

4. Ask Sophia

   • If the money is in neither balance, ask Sophia
   • Include the date and amount

Transfer Blocked by Verification

Symptoms: Your Earnings page shows Verify identity, In review, or a verification message where the Transfer button should be

Solutions:

1. Complete the identity check

   • It is required once, before your first cash out
   • Your earnings stay in your Terac balance until it passes, so nothing is stuck
   • If you verified on Terac before payouts moved to Whop, you need to verify once more

2. Wait if it says In review

   • There is nothing to do: the page checks again on its own and unlocks Transfer as soon as it clears

3. Match your ID exactly

   • Name, date of birth, and address must match your government ID
   • Mismatches and typos are the most common cause of failure

4. Retry from the Earnings page or your profile

   • Click Try again, Finish verifying, or Re-verify identity where Transfer would be
   • Or restart it under Profile → Identity & Security

5. Ask Sophia

   • If it keeps failing, or the page says Account on hold, ask Sophia
   • She hands it to our team, who can check the status on Whop's side and escalate

"Our payout provider rejected your account email address"

Symptoms: Error when starting a cash out

Solutions:

1. Switch to a different email

   • Our payout provider refuses some addresses Terac accepts, such as ones with a + alias, so a perfectly valid address can still be rejected
   • Retrying with the same address gets the same answer every time
   • Under Profile → Identity & Security, go to Linked Accounts and click Set as primary on a different email, or Link Another Account to add one, then try again

2. Ask Sophia

   • If a different address is refused too, or you cannot add one, ask Sophia

My Transfer Failed

If a transfer fails, the full amount goes straight back to your Terac balance, and you'll see Failed to create payout. Your balance has been restored. You can try again.

Whop can also fail a transfer after accepting it. When that happens, the amount comes back to your Terac balance automatically, usually within 30 minutes, and your transaction history shows Withdrawal reversal: Whop transfer failed.

Money Isn't in My Bank

A transfer moves your money to your payout balance, not straight to your bank. Withdraw it from the Payout balance panel on your Earnings page, which also shows the status of each withdrawal. Terac cannot see what happens inside your payout balance after the transfer.

Wrong Payment Amount

Solutions:

1. Check your transaction history on your Earnings page, including any Clawback rows for reversed payments
2. Check the submission's status: some work may still be in review
3. Check who pays for it: if you joined through another research panel, that panel pays you
4. On a project, check its Payout tab: projects pay on their own schedule
5. Ask Sophia: if the numbers still don't match, ask Sophia with the name of the opportunity

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 your browser cache
3. Try a different browser
4. Check your internet connection
5. Check Terac's status at status.terac.com

Login Issues

Symptoms: Can't sign in, or you land on an empty account

Solutions:

1. Use the same provider you signed up with

   • The one you used last is marked Last used on the login page
   • Signing in with a provider that uses a different email address creates a new account instead of opening yours

2. Allow pop-ups and cookies for terac.com

3. Check the provider itself

   • Make sure you can sign in to LinkedIn, Google, or whichever provider you use

4. Follow the message on screen

   • Account Banned or Use your personal email explain what to do

Still stuck? Email support@terac.com from the address on your account.

Still Having Issues?

If these solutions don't resolve your problem:

1. Document the issue: take screenshots, and note any error messages and what you were doing
2. Ask Sophia: start a chat and include those details