Report a problem

Sometimes life gets in the way – things can go wrong and you can’t finish your task by the deadline. Never fear! ‘Report Problem‘ is here.

The ‘Report Problem’ button on your task detail page is your way of letting us know there’s something preventing you from completing your task.

When you click Report Problem, you must select a Problem Type and leave a comment. Make sure your comment contains as much detail as possible. If you need exactly two more hours to complete the task, let us know. If your internet connection is not reliable, let us know. If your task is facing a technical issue, write out a detailed comment and let us know! The more we know about the problem, the better we can help you!

There are three Problem Types:

  • Poor materials – use this to report issues with supporting documentation or the media (including blank or untranscribable audio).
  • 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, such as blank audio or technical issues.

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. 

Scripta’s save function is not reliable if you keep the tab open in your browser after reporting a problem. To ensure Scripta’s save function works as intended, please ensure you save your work by clicking ‘Save’ at the top of the page and close the Scripta tab before reporting a problem.

Please be aware that once your task is in Problem Reported status, you cannot launch a tool to continue working on it.

If you’re experiencing a technical issue on your task and you aren’t able to work on it, you will be able to claim one other task while the problem is being resolved.

Once we’ve resolved your problem, Online Support will update the task status to In Progress. Extensions are not always guaranteed. If the task is due for delivery soon, we may need to reassign to another transcriber. Two extensions for one task are generally not granted. If we need to re-assign the task, you will not be paid for any work you may have completed.

To watch a video tutorial about reporting a problem, click here.

Updated on October 16, 2022

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