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  3. Community Portal
  4. Video tutorial: Report a problem
  1. Home
  2. Transcription
  3. Technical problems
  4. Video tutorial: Report a problem

Video tutorial: Report a problem

For more information about reporting a problem, read this article.


Hi. This video will show you how to use ‘Report Problem’ on Community Portal.

Every task on Community has a deadline. These deadlines have been designed with the task length and complexity in mind, as well as the delivery time agreed to with the customer.

If you miss a task’s deadline, the status will change to Problem Reported. The problem type will be Allocated Time Expired. You won’t be able to keep working on the task, and you won’t be able to unclaim or submit the task. Tasks with missed deadlines may be considered abandoned and reassigned to another transcriber, and Online Support may get in touch.

If you’re working on a task and you aren’t able to meet the set deadline, there are a couple of things you can do. When you click ‘Report Problem’, there are three options available. ‘Poor materials’ can be used if there is a problem with the media or supporting materials, including the automatically generated transcript, also known as ASR. ‘Unable to Meet Task Due Date’ can be used if you would like to request an extension. Not every extension can be granted. Your task may need to be reassigned if you were unable to complete it by the original deadline. ‘Other’ can be used for any issues that don’t fall into the above two reasons. You could use it if you’re experiencing a technical issue.

It’s really important to leave a detailed comment whenever you report a problem. If you are requesting an extension, you’ll click ‘Unable to Meet Task Due Date’ and then write a comment letting us know exactly how much time you need. Detailed comments help Online Support resolve your problem as quickly as possible, allowing you to get back to work.

When you click submit, the task will change to ProblemReported status. You won’t be able to keep working on the task, and you won’t be able to unclaim, or submit the task until Online Support resolves the problem.

You also have the option to unclaim a task you no longer want to work on. You must unclaim a task within 15 minutes of claiming it. It’s good practice to check the media of a task as soon as you claim it, to ensure you are able to work on it and complete it by the deadline. Unclaiming tasks after 15 minutes may result in your account’s reputation being impacted, limiting the variety of work you may see on your personalised dashboard. Thank you for watching.

Updated on January 13, 2021

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