Sometimes things go wrong. Maybe your computer crashed, or you have to take a friend to hospital. Never fear! Report a Problem is here.
The Report Problem button on your task detail is your way of letting us know there’s something which is preventing you from completing your task on time. When you click Report Problem, you must select a Problem Type and leave a comment with some details. There are three Problem Types:
- Poor materials – use this to report issues with the media or supporting documentation
- Unable to meet task due date – use this to request an extension, request re-allocation, or decline the task because of the deadline
- Other – use this for any problems which don’t fall in those categories.
When you’ve reported a problem, the status of the task will update to ‘Problem Reported’. You won’t be able to complete the task until the problem has been resolved by the Online Support team.
If you’re able to keep working on the task while Online Support is assisting you, we encourage you to keep going. However, you won’t be penalised if you’re unable to keep working. If you want to work on something new, you will be able to claim one other piece of work while your problem is being resolved.
Once we’ve resolved your problem, Online Support will update the task status to In Progress. We’ll contact you directly to let you know how the problem has been resolved. Please note, if we need to re-assign your task, you will not be paid for any work you may have completed.