Our checks are automated, and automated checks make mistakes. If you think a decision about you is wrong, ask for a review. You can do this at any time.
Decisions about your account
Every decision that limits your account or your pay is listed with its reason. In the app, go to You, then Privacy, data and appeals, then Appeals. On the web, go to Earnings, then Appeals. We also email you each decision when we make it.
Each one says what we decided, why, when, and whether a person made it. A person makes every decision that limits your account. The only thing that happens automatically is a hold on payouts while a person looks at your account.
We tell you the kind of reason, never a check's thresholds or which question was a check question, because that would help people get round them.
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 who was not part of the decision decides within 48 hours. If we got it wrong, the answer is paid into your Available balance right away.
Other decisions
- A drop in tier.
- A pause or a hold on your payouts.
- A failed ID check.
- An account that can't continue on this device.
Choose Ask for a review next to the decision, or write to us from the form on the same page. Explain what happened in your own words, in at least a couple of sentences. You can have one of these open at a time. A person who was not part of the decision decides within five business days.
What happens next
A person who was not part of the decision reads every appeal.
| Kind of appeal | A person decides within |
|---|---|
| An answer that wasn't paid, or earnings taken back | 48 hours |
| A drop in tier, a pause or hold on payouts, a failed ID check, or an account that can't continue on this device | Five business days |
Either way, you get a written reply within two weeks at the latest. You'll get one of two outcomes:
- Upheld: we reverse the decision and restore anything it took away.
- Not upheld: the decision stands, and we tell you why.
We publish how many appeals we receive and uphold each quarter in our transparency note.