This page covers frequently asked questions related to your project at Mercor. If you’re stuck, this is a good place to start before reaching out to support.
Troubleshooting Tips
Offer not showing up
Please navigate to the ‘Offers’ tab, refresh the page, and re-login. If it does not work, please contact support with the listing link.
Insightful not syncing
Please wait a few hours following the onboarding process. If the issue persists, kindly send the application version, operating system details, and a screenshot.
Stripe indicates "Paid," but no funds are available
Bank delays typically range from 3 to 7 business days. The initial payout processed through Stripe is subject to a mandatory hold of seven days.
Need to retake AI Interview
Navigate to the Home section, then proceed to the Interviews tab, followed by the ellipsis menu, and select ‘Retake Interview’ (Subject to limit).
Increase my weekly cap
Please consult your Project Point of Contact (POC). Support is unable to accommodate this modification.
Slack or tool invite missing
Verify the contractor’s inbox; request the point of contact to resend the information if it remains missing after 24 hours.
Accidentally declined offer
Please contact Support immediately and provide the listing link along with your email address.
Offboarded unexpectedly
Please contact Email Support to provide the project name, your last working day, and details of any prior communication.
Wrong Stripe country
Utilize the ‘Reset Stripe’ option on the Offer page and reconfigure it accordingly.
1. Project Onboarding
How do I find my onboarding document?
How do I find my onboarding document?
Log in to work.mercor.com, navigate to the Contracts tab, and select your respective offer. The onboarding document will be attached, encompassing project information, tools, and your point of contact details.
I cannot find the onboarding document. What should I do?
I cannot find the onboarding document. What should I do?
Occasionally, projects may require several days to complete. Please allow up to 7 days for processing. Should there be no updates or communication within this period, kindly contact [email protected] for further assistance.
What does Project POC mean and how do I contact them?
What does Project POC mean and how do I contact them?
Your designated Project Point of Contact will facilitate your onboarding process and address any inquiries you may have. Please reach out to them via the email provided in your onboarding document, or through Slack if you have already been added to the platform.
When can I start working on my project?
When can I start working on my project?
You may initiate the process once your background check has been successfully cleared, which typically takes 1 to 2 weeks. Subsequently, the project team will provide guidance on the subsequent steps.
Who should I contact for project-related questions?
Who should I contact for project-related questions?
2. Contracts & Offers
My offer letter is not opening or shows that it will expire soon. What should I do?
My offer letter is not opening or shows that it will expire soon. What should I do?
Please log out of work.mercor.com and then log back in. If the issue persists, kindly capture a screenshot of the error and email it to the designated support address.
My contract got revoked automatically. What should I do?
My contract got revoked automatically. What should I do?
A contract may be automatically revoked before onboarding if background verification fails, the project’s requirements or scope change, or there is a duplicate or conflicting assignment. Once onboarding begins, contracts are not automatically revoked.
My offer expired. Can I still continue?
My offer expired. Can I still continue?
Mercor has a strict policy for offer expiration windows. Please make sure to accept your offer within the given deadline, as expired offers cannot be reactivated once the deadline has passed.
I want to end my contract. What should I do?
I want to end my contract. What should I do?
Please contact your Project Point of Contact (POC). They will verify the offboarding procedures with you.
I was offboarded from my project without communication. What should I do?
I was offboarded from my project without communication. What should I do?
Offboarding decisions are determined by the project team or SPLs and are conclusive. Support cannot overturn these decisions; however, you may request contextual information through your Point of Contact (POC).
Can I work on more than one project?
Can I work on more than one project?
Yes, provided that your total combined hours do not exceed 80 per week. Please coordinate with each Project Point of Contact and refrain from adjusting hours independently.
3. Work Trials & Assessments
I received a work trial contract. Is it legitimate?
I received a work trial contract. Is it legitimate?
Yes. If it appears in your Offers tab and you received an email from Mercor, it is valid. Please accept it before it expires.
How long do I have to complete the Rubrics Bootcamp?
How long do I have to complete the Rubrics Bootcamp?
The duration is fourteen days from the date of acceptance, with the option to complete the task in segments. The majority of individuals complete it within a total of three to five hours.
I submitted my work trial. What happens next?
I submitted my work trial. What happens next?
The review and payment process shall be completed within a period of one to two weeks. No direct feedback will be provided.
4. Project Status & Access
My project is paused. Does this only apply to me?
My project is paused. Does this only apply to me?
No — if a project is paused, all participants are paused. You will be notified when work resumes.
How do I reset my Mercor contractor email?
How do I reset my Mercor contractor email?
Please log in to work.mercor.com, navigate to Profile, then Account, and select ‘Reset Password’ under Mercor Email. Subsequently, check your personal inbox for the setup link.
5. Hours & Payments
Can I adjust my weekly hours on a project?
Can I adjust my weekly hours on a project?
Approval must be obtained from your Project POC prior to making any changes. Please refrain from modifying it independently.
How are payments processed?
How are payments processed?
• Work trials: Compensation scheduled to be received within 1 to 2 weeks following submission.• Active projects: Payments are processed each Wednesday through Stripe or Wise. Funds generally arrive within 3 to 7 business days.
Can I split my hours between multiple projects?
Can I split my hours between multiple projects?
Certainly — provided that you remain within the 80-hour limit and are in alignment with all Points of Contact (POCs).
6. Absences & Availability
I was sick or unavailable. Can I resume work?
I was sick or unavailable. Can I resume work?
How do I request a holiday or leave?
How do I request a holiday or leave?
Please inform your Project Point of Contact (POC) in advance through Slack or email.
7. Communication & Escalation
How do I contact my Project Lead or POC?
How do I contact my Project Lead or POC?
Their email address is provided in your onboarding document and the project Slack channel. Please feel free to reach out via email or Slack.
Who do I contact for project-specific issues?
Who do I contact for project-specific issues?
Your Project Point of Contact is the initial point of communication.
8. ID Verification
Why do I need to verify my identity?
Why do I need to verify my identity?
Identity verification is essential in confirming that all contractors on Mercor are authentic individuals. It prevents the establishment of duplicate or fraudulent accounts, safeguards client information, and facilitates secure access to projects.
What happens if I fail ID verification?
What happens if I fail ID verification?
If verification fails, unfortunately, you will be unable to proceed with the contract or submit applications for future roles. Due to compliance requirements, re-verification may not be permitted.
What if my verification link expired?
What if my verification link expired?
Links expire after 24 hours for security reasons. Please contact [email protected] to request a new one.
Can I complete the verification from my phone?
Can I complete the verification from my phone?
Yes. Please select ‘Continue on another device’ to receive a secure mobile link or scan the QR code. No application is required.
I'm having issues with my camera or microphone. What should I do?
I'm having issues with my camera or microphone. What should I do?
Please utilize Google Chrome and verify that your browser has the necessary permissions to access the camera and microphone. If issues persist, consider using an alternative device or contacting support for assistance.
Can I verify using a passport or other documents?
Can I verify using a passport or other documents?
Persona accepts various types of government-issued identification, including passports and national ID cards. The system will provide guidance based on your country.
Is this the same as a background check?
Is this the same as a background check?
ID verification briefly confirms your identity during onboarding. The background check is a separate process due to legal reasons related to contractual needs of our clients.