> ## Documentation Index
> Fetch the complete documentation index at: https://talent.docs.mercor.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Project and Onboarding Support FAQ

> Common questions and help for projects, contracts, tooling, payments, and access.

<Note>
  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.
</Note>

## Troubleshooting Tips

<Columns cols={2}>
  <Card title="Offer not showing up" icon="file-xmark">
    Please navigate to the 'Offers' tab, refresh the page, and re-login. If it does not work, please contact support with the listing link.
  </Card>

  <Card title="Insightful not syncing" icon="timer">
    Please wait a few hours following the onboarding process. If the issue persists, kindly send the application version, operating system details, and a screenshot.
  </Card>

  <Card title="Stripe indicates &#x22;Paid,&#x22; but no funds are available" icon="credit-card">
    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.
  </Card>

  <Card title="Need to retake AI Interview" icon="robot">
    Navigate to the Home section, then proceed to the Interviews tab, followed by the ellipsis menu, and select 'Retake Interview' (Subject to limit).
  </Card>

  <Card title="Increase my weekly cap" icon="up">
    Please consult your Project Point of Contact (POC). Support is unable to accommodate this modification.
  </Card>

  <Card title="Slack or tool invite missing" icon="envelope">
    Verify the contractor's inbox; request the point of contact to resend the information if it remains missing after 24 hours.
  </Card>

  <Card title="Accidentally declined offer" icon="ban">
    Please contact Support immediately and provide the listing link along with your email address.
  </Card>

  <Card title="Offboarded unexpectedly" icon="door-open">
    Please contact Email Support to provide the project name, your last working day, and details of any prior communication.
  </Card>

  <Card title="Wrong Stripe country" icon="globe">
    Utilize the 'Reset Stripe' option on the Offer page and reconfigure it accordingly.
  </Card>
</Columns>

***

## 1. Project Onboarding

<AccordionGroup>
  <Accordion title="How do I find my onboarding document?">
    Log in to [work.mercor.com](https://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.
  </Accordion>

  <Accordion title="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 [support@mercor.com](mailto:support@mercor.com) for further assistance.
  </Accordion>

  <Accordion title="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.
  </Accordion>

  <Accordion title="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.
  </Accordion>

  <Accordion title="Who should I contact for project-related questions?">
    Once your contract is accepted, any project-related or contract-specific questions should be directed to the project DRI. Support can assist with general queries, but only the DRI can confirm or approve project-level details or changes.
  </Accordion>

  <Accordion title="What should be done if an onboarding call was missed?">
    Onboarding calls are **critical** and provide essential project context. Missing an onboarding session may impact your ability to proceed with the project. In cases of **unavoidable circumstances**, you should escalate promptly by reaching out via the **designated project support channel on Slack** or emailing [**support@mercor.com**](mailto:support@mercor.com) to check whether a recording is available or if an alternate session can be arranged. Availability of follow-up options depends on the project and is not guaranteed.
  </Accordion>

  <Accordion title="Who should be contacted for additional onboarding questions?">
    For any onboarding-related questions, reach out via the **designated project support channel on Slack** or email [**support@mercor.com**](mailto:support@mercor.com). The team will help clarify next steps or route your questions to the appropriate owners.
  </Accordion>

  <Accordion title="Can questions be clarified with the project team before onboarding?">
    Yes. Pre-onboarding questions can be shared via email at [**support@mercor.com**](mailto:support@mercor.com) so the project team can review and respond. Please note that projects are often time-sensitive, and responses to pre-onboarding queries may take **1–2 business days**. To avoid delays or missing onboarding sessions, it’s generally recommended to join the onboarding as scheduled and raise any remaining questions during or after onboarding whenever possible.
  </Accordion>

  <Accordion title="When is access to the required project tools provided?">
    Access to required project tools is typically granted after onboarding. The timing and specific tools will be communicated through official channels, typically via email and/or Slack announcements.
  </Accordion>

  <Accordion title="What should be done if the required tools cannot be accessed?">
    First, review your **onboarding documents** to confirm the tools you should have access to and any setup steps required. If you’re still unable to access the required project tools, contact the project team via the **designated project support channel on Slack** or email [**support@mercor.com**](mailto:support@mercor.com). Please include **screenshots or error messages**, as these are required to help the team investigate and resolve the issue efficiently.
  </Accordion>

  <Accordion title="What should be done if work cannot start due to missing tool access?">
    If you’re unable to start work because required tools or platforms are not yet accessible, first review your **onboarding documentation** to confirm the expected setup and timelines. If the required access is still missing, escalate by contacting the project team via the **designated project support channel on Slack** or by emailing [support@mercor.com](mailto:support@mercor.com), and include details of the missing access, along with screenshots or error messages where applicable.
  </Accordion>

  <Accordion title="I have received a contract and would like to convert it to a full-time position. Can you help me with that?">
    Mercor operates exclusively on a contractual basis, and we are unable to convert contracts into full-time employment. All engagements on our platform are structured as independent contractor arrangements.
  </Accordion>
</AccordionGroup>

***

## 2. Contracts & Offers

<AccordionGroup>
  <Accordion title="My offer letter is not opening or shows that it will expire soon. What should I do?">
    Please log out of [work.mercor.com](http://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.
  </Accordion>

  <Accordion title="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.
  </Accordion>

  <Accordion title="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.
  </Accordion>

  <Accordion title="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.
  </Accordion>

  <Accordion title="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).
  </Accordion>

  <Accordion title="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.
  </Accordion>

  <Accordion title="How are pay rates determined, and can they be reviewed?">
    Pay rates are determined based on the role, project requirements, budget, and evaluation outcomes. Pay rates are fixed for the duration of a project and cannot be reviewed or adjusted mid-project.
  </Accordion>

  <Accordion title="Why might a pay rate be lower than expected?">
    Pay rates are determined by factors such as role requirements, experience level, task complexity, evaluation outcomes, and available budget. Because these factors can vary across projects and timelines, offered rates may differ from those on other projects or prior engagements.
  </Accordion>

  <Accordion title="Can a pay rate be reconsidered after assignment?">
    No. Pay rates are fixed once an assignment begins and are not reconsidered during the project. If you need clarification on how your pay rate was determined, you may contact the project team via the designated project support channel on Slack or email [support@mercor.com](mailto:support@mercor.com).
  </Accordion>

  <Accordion title="Can an expired or expiring contract be extended?">
    No. Contract extensions are not allowed. Offers and contracts have fixed validity periods, and once they expire, they cannot be extended under any circumstances.
  </Accordion>

  <Accordion title="Can an extension be requested before a contract officially ends?">
    No. Requests to extend a contract are not supported, even before the contract end date. Contracts must be accepted and completed within the original timeframe provided.
  </Accordion>

  <Accordion title="Can an expired contract be reactivated?">
    No. Expired contracts cannot be reactivated. Once a contract expires, the engagement is considered closed. In such cases, talent/expert must apply again to new opportunities available on the Mercor platform.
  </Accordion>

  <Accordion title="Can pay rates be increased or renegotiated?">
    No. Pay rates are determined based on role scope, project requirements, evaluation outcomes, and available budget. Once work begins, pay rates are **fixed for the duration of the project** and are **not open to renegotiation**, unless explicitly stated otherwise in official project communications.
  </Accordion>

  <Accordion title="Who handles pay rate questions or reviews?">
    Pay rates are **not subject to review or renegotiation**. If you have questions about how your pay rate was determined, you may contact the project team via the **designated project support channel on Slack** or email [**support@mercor.com**](mailto:support@mercor.com) for clarification.
  </Accordion>
</AccordionGroup>

***

## 3. Work Trials & Assessments

<AccordionGroup>
  <Accordion title="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.
  </Accordion>

  <Accordion title="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.
  </Accordion>

  <Accordion title="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.
  </Accordion>
</AccordionGroup>

***

## 4. Project Status, Timeline & Access

<AccordionGroup>
  <Accordion title="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.
  </Accordion>

  <Accordion title="How is the current status of a project determined?">
    Your project status (for example, active, paused, or completed) is determined by client and project requirements. Any updates or changes in status will be communicated through official channels, typically via email and/or Slack announcements.
  </Accordion>

  <Accordion title="Are contributors automatically moved to a new project after one ends?">
    No. Contributors are not automatically moved to a new project after one concludes. Once a project ends, contributors are encouraged to explore and apply for new opportunities through the platform.
  </Accordion>

  <Accordion title="What factors influence the duration of a project?">
    Project timelines vary based on client needs, workload availability, and overall project performance. Some projects are short-term with defined end dates, while others may continue for an extended period depending on demand.
  </Accordion>

  <Accordion title="Is advance notice provided before a project ends?">
    Whenever possible, the project team will share advance notice when a project is approaching completion. However, timelines may change with limited notice due to evolving client requirements outside Mercor’s control.
  </Accordion>

  <Accordion title="What happens after a project ends?">
    Project transitions are not automatic. Once a project ends, you’ll need to apply for new opportunities directly through the Mercor platform. Selection for another project depends on role requirements, availability, and eligibility. Any relevant updates or next steps will be communicated, if applicable, through official channels, typically via email and/or Slack announcements.
  </Accordion>

  <Accordion title="Do all contributors’ contracts end at the same time when a project concludes?">
    In most cases, all contributor contracts end on the same date. Any additional time to wrap up work will only be provided if explicitly communicated through official channels, typically via email and/or Slack announcements.
  </Accordion>

  <Accordion title="Why might a project be paused?">
    A project may be **temporarily paused** due to changes in workload availability, client requirements, or internal planning. When a project is paused:

    * Work on the project is halted and no new tasks are assigned.
    * Your weekly hour cap is set to **0 hours** during the pause.
    * You remain part of the project pool — *paused does not mean removed*.
    * You should submit all hours worked before the pause and keep your payment information up to date to ensure pending payouts are processed without delay.

    Mercor will notify you via **email and Slack** if the project resumes or when new opportunities become available
  </Accordion>

  <Accordion title="Can a paused project be resumed upon request?">
    No. Pauses are determined at the **project and client level**, not by individual contributor requests. Individual escalation to resume a paused project is **not accommodated**. Work is halted for everyone until the project team or client decides to resume. Mercor will notify you via **email and Slack** if the project resumes or if new work opportunities become available.
  </Accordion>

  <Accordion title="How long do project pauses usually last?">
    The duration of a project pause can **vary widely** depending on client needs and workload availability; there is no set timeline. During a pause, work is halted and your weekly hour cap is set to 0 hours. You should monitor your **email and Slack channels** for updates from the project team when a clearer timeline is available or if the project resumes.
  </Accordion>

  <Accordion title="Is any action required during a project pause?">
    No action is typically required from you during a project pause. Work is halted and no new hours can be logged, and your weekly hour cap is set to **0 hours**. You should:

    * Submit any outstanding hours **before** the pause takes effect.
    * Keep your **payment information up to date** so pending payouts are processed without delay.
    * Monitor your **email and Slack channels** for updates from the project team.

    A paused project does **not** mean you have been removed; you’ll be notified if the project resumes or if new opportunities are available
  </Accordion>

  <Accordion title="What should be done if an Insightful invite was not received?">
    If you haven’t received your **Insightful invitation email**:

    1. **Check your inbox and spam/junk folders** for a message from Insightful, sent to the **email address associated with your Mercor profile** (the same one used for your contract).
    2. If you still can’t find the invite, attempt to **download and install Insightful manually** at[<u>https://app.insightful.io/</u>](https://app.insightful.io/)  and log in using your Mercor email; in some cases, your account may already be active without the specific invite email.
    3. If the invitation is still missing or you cannot access your account after trying the above, contact the project team via the **designated project support channel on Slack** or email [**support@mercor.com**](mailto:support@mercor.com) so they can verify and resend the invitation if needed.

    Proper Insightful access is required to track time and be eligible for payout.
  </Accordion>

  <Accordion title="When should work begin in Insightful?">
    You must **only start tracking time in Insightful after all onboarding steps are fully completed** and your assigned project appears in the Insightful app. This means:

    * Your **Insightful setup has been completed** and you have accepted the project invitation.
    * You can see your **assigned project and tasks** in Insightful.
    * You have received confirmation that your setup and project assignment are ready.

    Starting work before this setup is fully done **will not count** as logged hours and **will not be eligible for payout**, because Mercor cannot validate productive time outside of the approved tracking process.

    This ensures accurate, verifiable time logging and protects both you and the client under Mercor’s time-tracking policies.
  </Accordion>

  <Accordion title="Why are my tasks not be visible in Insightful?">
    Tasks may take some time to appear in Insightful depending on project configuration and setup timelines. You should **not begin work** until your assigned project and tasks are visible in Insightful. If tasks are still not visible after onboarding and setup completion, contact the project team via the **designated project support channel on Slack** or email [**support@mercor.com**](mailto:support@mercor.com) so the issue can be reviewed and resolved.
  </Accordion>

  <Accordion title="Is it allowed to work without Insightful access?">
    No. You must not begin working or logging hours until **Insightful access is confirmed** and you have been explicitly instructed to start by the project team. Any work completed without Insightful tracking is **not eligible for payout**, as Mercor cannot verify untracked work.
  </Accordion>

  <Accordion title="Is it possible to move to another project or work on multiple projects at the same time?">
    Movement between projects or participation in multiple projects is **not automatic** and is permitted **only if explicitly approved** based on project requirements, availability, and platform policies. Such requests are evaluated on a **case-by-case basis**. If you would like to request a transfer or ask about working on multiple projects, raise the request via the **designated project support channel on Slack** or email [**support@mercor.com**](mailto:support@mercor.com).
  </Accordion>

  <Accordion title="Will pay rate or weekly hour limits change after a project transfer?">
    Yes. Pay rates, weekly hour caps, and work expectations may change after a project transfer based on the new project’s scope and policies. Any updates will be **communicated before work begins** on the new project. **Transfers are voluntary**, and you may opt out if you do not wish to accept the updated terms. **Adjustments to contract terms are not open to negotiation.**
  </Accordion>

  <Accordion title="What happens to logged hours during a project transition?">
    All **logged and approved hours** from your previous project remain associated with that project and are **not affected** by the transfer. Once the new project is active, any **new hours you log will be reflected under the new contract**, and you should only begin logging time after the new assignment is officially confirmed.
  </Accordion>

  <Accordion title="When will I receive more tasks or be assigned a new project?">
    Task availability and new project assignments depend on current project demand, staffing needs, and overall availability. While a specific timeline may not be available, any confirmed updates or new opportunities will be directly communicated.
  </Accordion>

  <Accordion title="My current project is paused. Can I be transferred to another active project?">
    Project transfers and new assignments are based on current project needs and availability, and may not be handled as a direct request. If new work or a relevant opportunity becomes available, it will  be communicated through the standard process.
  </Accordion>
</AccordionGroup>

***

## 5. Hours & Payments

<AccordionGroup>
  <Accordion title="How do weekly hour caps work, and can they be changed?">
    Weekly hour limits are set based on project needs, client requirements, and the expert's time availability. Requests to increase, decrease, or temporarily adjust weekly hours can be discussed with the project owners by reaching out to [support@mercor.com](mailto:support@mercor.com) or checking the project Slack channel. Please note, approval of such requests is subject to project policies.
  </Accordion>

  <Accordion title="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.
  </Accordion>

  <Accordion title="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).
  </Accordion>

  <Accordion title="Is it allowed to work additional hours if tasks are available?">
    No. You may only work up to your assigned weekly hour cap. Working additional hours is not permitted unless you receive explicit approval in advance from your project POC. Any hours worked beyond the approved weekly cap will not be paid.
  </Accordion>

  <Accordion title="Are work schedules flexible, or are fixed daily hours required?">
    Most projects allow flexible scheduling. Fixed daily working hours are not typically required unless explicitly communicated by the project team.
  </Accordion>

  <Accordion title="Does a 40-hour weekly cap require working 8 hours each day?">
    No. Weekly hour caps are cumulative. Hours may be distributed across the week as needed, provided the project's approved weekly hour limit is not exceeded.
  </Accordion>

  <Accordion title="How can a request be made to increase approved work hours near the project's end?">
    To request additional hours, contact the designated project support channel on Slack or email [support@mercor.com](mailto:support@mercor.com). Please include the number of additional hours you’re requesting. Approval is subject to project capacity and client requirements, and is not guaranteed.
  </Accordion>

  <Accordion title="What should be done if the weekly hour cap is reached before the project concludes?">
    If you reach your weekly hour cap and work is still available, contact the project team promptly via the designated project support channel on Slack or email [support@mercor.com](mailto:support@mercor.com) to check whether an increase can be approved. Do not continue working unless explicit approval is granted.
  </Accordion>

  <Accordion title="What should be done if logged hours do not match Insightful or payment records?">
    If you notice a discrepancy between your tracked hours in Insightful and what’s reflected on your earnings page or payments, follow these steps:

    1. **Confirm Insightful was running correctly:**\
       Ensure the timer was started when you began working and stopped during breaks or after completing tasks — leaving the timer running while idle or on unrelated work can cause mismatches.
    2. **Understand how hours are reviewed:**\
       Mercor conducts a **weekly review of logged time** to verify that hours accurately reflect productive work. Some hours may be automatically *deducted or removed before payout* if they appear to show:
       * **No activity or unrelated tasks** in Insightful screenshots
       * **Timer left running while idle**
       * Time logged **outside the project scope**
       * **Duplicate tracking** across contracts
       * Potential use of **automation or AI where prohibited**
    3. **Notification & dispute process:**\
       If hours are removed, you will receive an **email before payout** stating how many hours were deducted and why. If you believe this was an error, you may **dispute** the removal by replying to that email with context and supporting evidence. Dispute decisions are reviewed and final.
    4. **Contact support if needed:**\
       If the discrepancy is not explained by Insightful activity or deduction notifications, reach out with relevant details and screenshots via the **designated project support Slack channel** or email [**support@mercor.com**](mailto:support@mercor.com) for further investigation.
  </Accordion>

  <Accordion title="What should be done if Insightful is not tracking hours correctly or is not working?">
    If Insightful is not tracking time as expected or you’re experiencing technical issues, first confirm that the tool is installed, running, and configured correctly. If the issue persists, report it via the **designated project support channel on Slack** or email [**support@mercor.com**](mailto:support@mercor.com), and include **screenshots or screen recordings**, which are required for investigation.

    **Do not continue working without Insightful tracking your time.** Hours worked without proper time tracking are **not eligible for payout**, as Mercor has no way to verify productive work that is not logged in Insightful.
  </Accordion>

  <Accordion title="Are logged hour corrections possible?">
    Logged hour corrections may be possible in limited cases, depending on the project’s time-tracking policy and verification process. Any requests are reviewed on a case-by-case basis, and adjustments are **not guaranteed**. If a correction is permitted, the next steps will be communicated through **official channels**, typically via **email and/or the designated project support channel on Slack**.
  </Accordion>

  <Accordion title="Why do hour mismatches affect payment?">
    Payments are calculated based on **verified hours recorded in the approved time-tracking tool**. If there are discrepancies between tracked and reported hours, they must be reviewed and resolved before any payment adjustments can be made to ensure accuracy and compliance with project policies.
  </Accordion>

  <Accordion title="When are bonuses paid?">
    Bonuses, if applicable, are **project-specific** and **not available upon request**. When offered, a bonus is paid **after eligibility is verified** and is typically issued as a **one-time payment**, separate from regular payouts. Bonus payment timelines vary by project.
  </Accordion>

  <Accordion title="What should be done if a bonus has not been received?">
    First, confirm that you **met the bonus eligibility criteria**, as bonuses are **project-specific** and paid only when explicitly offered. Next, check your **earnings page** and ensure you’ve waited through the applicable **bonus payout timeline**, which follows Mercor’s payment policies and may differ from regular weekly payouts. If the bonus is still not reflected after the eligible payout window, contact [**support@mercor.com**](mailto:support@mercor.com) to confirm eligibility and payment status.
  </Accordion>
</AccordionGroup>

***

## 6. Absences & Availability

<AccordionGroup>
  <Accordion title="I was sick or unavailable. Can I resume work?">
    Yes — provided that your project remains active. If it has been paused or concluded, please wait for further updates or new listings.
  </Accordion>

  <Accordion title="How do I request a holiday or leave?">
    Please inform your Project Point of Contact (POC) in advance through Slack or email.
  </Accordion>

  <Accordion title="How should time off or unavailability be communicated?">
    Any planned time off or periods of unavailability should be communicated **in advance** via the **designated project support channel on Slack** or by emailing [**support@mercor.com**](mailto:support@mercor.com) so the project team can plan accordingly.
  </Accordion>

  <Accordion title="Does short-term unavailability affect an active contract or project participation?">
    Short-term unavailability, when **communicated in advance**, does not usually affect an active contract. However, **extended or repeated periods of unavailability** may impact task assignments or continued participation on the project, depending on project requirements and timelines.
  </Accordion>

  <Accordion title="Is approval required for planned unavailability?">
    Approval is not always required, as experts may work within their own schedules. However, it is **strongly recommended** to share planned unavailability **in advance** so project timelines and task allocation are not impacted. Some projects may still require advance approval depending on their structure and deadlines. Any availability updates should be communicated via the **designated project support channel on Slack** or by emailing [**support@mercor.com**](mailto:support@mercor.com).
  </Accordion>

  <Accordion title="What happens to tasks and logged hours during periods of unavailability?">
    During periods of unavailability, tasks may be **paused, reassigned, or rescheduled** based on project needs. You should **only log hours for time actively worked** and in accordance with project and time-tracking guidelines. Hours must not be logged during periods when you are unavailable or not actively working.
  </Accordion>

  <Accordion title="Do I still need to complete my weekly check-in if my project is paused?">
    Yes. It is recommended even if your project is paused, you should still complete your weekly check-in to share your availability for the week and submit your weekly survey response for the project.
  </Accordion>
</AccordionGroup>

***

## 7. Communication, NDA Compliance & Escalation

<AccordionGroup>
  <Accordion title="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.
  </Accordion>

  <Accordion title="Who do I contact for project-specific issues?">
    Your Project Point of Contact is the initial point of communication.
  </Accordion>

  <Accordion title="Is it possible to contact the project lead before onboarding?">
    Before onboarding, contributors do not have access to the project’s Slack channels. If you have questions at this stage, you may reach out via email to [support@mercor.com](mailto:support@mercor.com). Please note that projects are often time-sensitive, and responses to pre-onboarding queries may take 1–2 business days. To avoid delays that could impact your candidature or cause you to miss onboarding sessions, it’s generally recommended to join the onboarding as scheduled and raise any remaining questions during or after onboarding whenever possible.
  </Accordion>

  <Accordion title="How can completed project work be described on a resume while remaining NDA compliant?">
    Completed project work may be included on a resume only in a high-level and generalized manner. Focus on the skills used, type of work performed, and overall scope or impact, without referencing client names, datasets, internal tools, prompts, metrics, or any proprietary details. Any information that could reveal confidential or client-specific data must be excluded to remain compliant with NDA obligations.
  </Accordion>

  <Accordion title="Can project experience be shared on LinkedIn?">
    Yes — you may share your project experience on LinkedIn at a high level and in compliance with Mercor’s Social Media and Internet Use Policies: [https://talent.docs.mercor.com/policies/social-media](https://talent.docs.mercor.com/policies/social-media) Mercor

    You can:

    Indicate you served as a contractor for Mercor (e.g., title with “\[Contract]” and “contract” as employment type).

    Share high-level, non-confidential descriptions of your work.

    You should NOT:

    List a client as your employer or imply full-time employment.

    Share screenshots, detailed examples, or confidential content that could compromise project or client confidentiality.
  </Accordion>

  <Accordion title="What should be done if the project lead or POC is unresponsive?">
    Delays in responses can occasionally occur due to time zone differences, workload volume, or ongoing client discussions. If you haven’t received a response within a reasonable timeframe, follow up by reaching out via the **designated project support channel on Slack** or emailing [**support@mercor.com**](mailto:support@mercor.com). This ensures your query is visible to the broader team and can be reviewed and routed appropriately.
  </Accordion>

  <Accordion title="How can project/ project team feedback be shared?">
    Mercor provides an optional Weekly Contractor Survey that appears on your dashboard and is also sent via email each Wednesday. This survey includes a section for project feedback, where you can share your experience with the project and project team. Responses to these questions are used to help improve project management and will never negatively impact your current engagements or future opportunities. 

    This survey is the official channel for structured feedback — there is no designated separate email for general project feedback outside this form.
  </Accordion>

  <Accordion title="When are project completion badges or recognitions finalized?">
    Completion badges or recognitions are finalized once **either** of the following occurs:

    * The **project itself officially ends**, or
    * Your **individual contract for the project has ended**.

    Badges are awarded after work is fully completed and the engagement is formally closed out, including any final quality checks or submissions. This distinction matters because some contributors may finish and exit before the overall project is completed.
  </Accordion>
</AccordionGroup>

***

## 8. ID Verification

<AccordionGroup>
  <Accordion title="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.
  </Accordion>

  <Accordion title="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.
  </Accordion>

  <Accordion title="What if my verification link expired?">
    Links expire after 24 hours for security reasons. Please contact [support@mercor.com](mailto:support@mercor.com) to request a new one.
  </Accordion>

  <Accordion title="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.
  </Accordion>

  <Accordion title="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.
  </Accordion>

  <Accordion title="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.
  </Accordion>

  <Accordion title="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 our clients' contractual needs.
  </Accordion>

  <Accordion title="How many attempts are permitted for my ID verification?">
    You will have a single opportunity to submit your documentation for approval. Regrettably, if it is rejected by Verification ID for any reason, a new request will not be permitted, and your registration will not be approved. If you have active offers, they will not be finalized and will either expire or be canceled. 
  </Accordion>

  <Accordion title="I do not currently possess my physical Government ID. Would it be acceptable to submit a photograph of my ID from my device for the purpose of ID verification?">
    Only physical identification documents are acceptable. Digital versions stored on any device will not be accepted. Photocopies or images of documents are also not permissible; the original physical document must be presented in hand. 
  </Accordion>

  <Accordion title="Do I have a time limit to complete the ID verification?">
    Yes. After creating a session — the initial click on the ID Verification step will establish a session, which remains valid for 24 hours for completion. 
  </Accordion>

  <Accordion title="What steps should I take if I encounter a 'Session Expired' error?">
    This indicates that your session has expired. You are required to initiate a new session. To do so, please close the ID Verification and wait for twenty minutes before retrying this step.
  </Accordion>

  <Accordion />
</AccordionGroup>

## 9. Task Review and Feedback

<AccordionGroup>
  <Accordion title="Will feedback be provided on submitted tasks?">
    Task feedback is shared in accordance with project policy and reviewer availability. Please note that not all tasks receive individual feedback.
  </Accordion>

  <Accordion title="How long does task review take?">
    Review timelines vary depending on the project and task volume. You will be notified by the project team once the review is completed.
  </Accordion>

  <Accordion title="Where can I view feedback on my tasks?">
    If feedback is available, it will be shared through the task platform or the tool specified by your project team.
  </Accordion>

  <Accordion title="What should be done if a task cannot be submitted?">
    First, review the task instructions and confirm that you have access to the required tool. If the issue persists, contact your project team via the designated project support channel on Slack or email [support@mercor.com](mailto:support@mercor.com). Screenshots or a screen recording of the error are required to help the team investigate and resolve the issue quickly.
  </Accordion>

  <Accordion title="Are task resubmissions allowed?">
    Resubmission policies vary by project. If you have questions or need clarification, contact the project team via the designated project support channel on Slack or email [support@mercor.com](mailto:support@mercor.com). The team will confirm whether resubmissions are permitted and outline any required next steps.
  </Accordion>

  <Accordion title="​​How is the minimum task quality threshold calculated?">
    Quality thresholds are calculated based on project-specific evaluation criteria. This typically considers the total number of reviewed tasks, negative ratings, and approved disputes, using a formula defined by the project team.
  </Accordion>

  <Accordion title="Are approved disputes included when calculating quality scores?">
    Approved disputes are generally excluded from negative quality scoring. This may vary by project policy.
  </Accordion>
</AccordionGroup>

## 9. Offboarding & Contract Termination

<AccordionGroup>
  <Accordion title="Is it possible to leave a project while a contract is active?">
    Yes. If you choose to leave a project while your contract is active, inform the project team via the **designated project support channel on Slack** or email [**support@mercor.com**](mailto:support@mercor.com). The team will guide you through the next steps and any required offboarding actions.
  </Accordion>

  <Accordion title="Is rejoining a project possible after termination?">
    Rejoining a project after termination depends on project availability and client approval. Any reinstatement is reviewed on a case-by-case basis and is not guaranteed.
  </Accordion>

  <Accordion title="Why might a contract be terminated or a project assignment end?">
    A contract or project assignment may end for a number of valid reasons, including:

    * **Project completion** — the work has concluded as planned.
    * **Changes in project scope, budget, or client requirements** — the project evolves in ways that reduce or stop work.
    * **Policy violations** — actions such as falsifying work, misusing tools, or sharing confidential information can lead to immediate termination of the contract and forfeiture of related payments.
    * **Performance offboarding** — if work consistently fails to meet project expectations (for example, repeated delays or quality issues), the project team may initiate a corrective process and ultimately end the contract if improvements aren’t observed.

    Contracts may also end simply because the project has reached its **natural conclusion** due to client needs or scheduling.
  </Accordion>

  <Accordion title="Can I mention my Mercor work on my resume, and how should I describe it?">
    Yes. You may include your Mercor project experience on your resume, but you should describe it at a high level without sharing confidential or client-specific information. Focus on the kind of work you did, the skills you used, and the impact of your contribution, while avoiding internal project names and sensitive details.
  </Accordion>
</AccordionGroup>

<AccordionGroup>
  <Accordion title="Does contract termination affect future opportunities on Mercor?">
    Contract termination does not automatically disqualify you from future opportunities on Mercor. Consideration for new projects depends on current role requirements, availability, and overall alignment with project needs at the time of application. Contributors are encouraged to regularly explore and apply for relevant opportunities directly through the Mercor platform.
  </Accordion>

  <Accordion title="Will completed work be paid after contract termination?">
    Yes. You will be paid for all **approved and verified work** completed prior to contract termination, in accordance with the project’s payment and time-tracking policies.
  </Accordion>

  <Accordion title="What does it mean if a project disappears after offer acceptance?">
    If a project no longer appears after you’ve accepted an offer, it usually means the contract has been **revoked** or the project has been **withdrawn** due to changes in project or client requirements. Any relevant updates or confirmations are shared through **official communication channels**, typically via **email**.
  </Accordion>

  <Accordion title="When can an offer be revoked after acceptance?">
    An offer may be revoked **before onboarding begins** if circumstances change, such as background verification outcomes, changes in project requirements, capacity constraints, or conflicting assignments. These decisions reflect **operational or project needs** and are not necessarily related to your individual performance unless explicitly communicated.[<u>Mercor Docs</u>](https://talent.docs.mercor.com/support/project)
  </Accordion>

  <Accordion title="Will an explanation be provided for a revoked offer?">
    Where possible, general context may be shared regarding an offer revocation. However, detailed explanations may not always be available due to **project, operational, or client confidentiality constraints**.
  </Accordion>

  <Accordion title="Can a revoked offer be reinstated?">
    No. Revoked offers generally **cannot be reinstated**. Candidates remain eligible and are encouraged to apply for other opportunities available on the Mercor platform.
  </Accordion>

  <Accordion title="Is offer revocation related to interview or assessment performance?">
    Offer revocation is typically driven by project-level or operational changes and is generally not linked to interview or assessment outcomes.
  </Accordion>

  <Accordion title="Who should be contacted regarding a revoked offer?">
    Any questions related to a revoked offer should be directed to [**support@mercor.com**](mailto:support@mercor.com) or raised through the **support channel specified in official communications**.
  </Accordion>
</AccordionGroup>