# Troubleshooting (https://terac.com/docs/experts/support/troubleshooting)

Solutions to common technical issues on Terac.

Experiencing technical issues? Find solutions to common problems below. If you're still stuck, [ask Sophia](https://terac.com/docs/experts/support/contact) and send her a screenshot of what you see.

## Interview Issues [#interview-issues]

### Camera or Microphone Blocked [#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 [#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 [#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 [#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](https://terac.com/docs/experts/support/contact) with the name of the opportunity and what happened.

## Verification Issues [#verification-issues]

### Phone Verification Not Working [#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](mailto:support@terac.com) if you can't use Messages

### ID Verification Failed [#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](https://terac.com/docs/experts/support/contact).

### LinkedIn Connection Failed [#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](https://terac.com/docs/experts/support/contact) 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 [#payment-issues]

### Payout Balance Did Not Update [#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](https://terac.com/docs/experts/support/contact)
   * Include the date and amount

### Transfer Blocked by Verification [#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](https://terac.com/me/settings/identity)

5. **Ask Sophia**
   * If it keeps failing, or the page says **Account on hold**, [ask Sophia](https://terac.com/docs/experts/support/contact)
   * 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" [#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](https://terac.com/me/settings/identity), 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](https://terac.com/docs/experts/support/contact)

### My Transfer Failed [#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 [#money-isnt-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 [#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](https://terac.com/docs/experts/support/contact) with the name of the opportunity

## Website Issues [#website-issues]

### Page Not Loading [#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](https://status.terac.com)

### Login Issues [#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](mailto:support@terac.com) from the address on your account.

## Still Having Issues? [#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](https://terac.com/docs/experts/support/contact) and include those details