Our checks are automated, and automated checks make mistakes. If you think one has made a mistake about you, appeal.
Answers that weren't paid
Within a day of answering, any answer we didn't pay shows in your history as Not paid, with the reason:
- answered faster than the question allows;
- answered the same question twice;
- didn't pass a check question;
- signals looked automated.
Earnings taken back after a fraud review show the same way, as Taken back, with the reason.
Tap the row in the app (or choose Appeal on it under Earnings, then History on the web), and say what happened. You can appeal each one for 30 days. A person decides within 48 hours. If we got it wrong, the answer is paid into your available balance straight away.
Other decisions
- A drop in tier.
- A failed ID check.
- An account that can't continue on this device.
In the app, go to You, then Privacy, data and appeals, then Appeals. On the web, go to Earnings, then Appeals. Explain what happened in your own words, in at least a couple of sentences. You can send one of these a month; the form tells you when you can next. A person replies within five working days.
What happens next
A person reads every appeal. You'll get one of two outcomes:
- Upheld: we reverse the decision and restore anything it took away.
- Not upheld: the decision stands.
We tell you the kind of check, never its thresholds or which question was a check question, because that would help people get round them. We do publish how many appeals we receive and uphold each quarter in our transparency note.