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You can find the answers to the most frequently asked questions on this page.

Contents:

Payments & Finance:

 

Account & Support:

 

Payments & Finance

When is payday?

Payday is Thursday OR Friday! (CET daytime)

  • The minimum payout is 25 euros in total for the SEPA bank accounts and Yoursafe payment methods.
  • The minimum payout is 100 euros in total  for a NON-SEPA bank account.

If you have reached the minimum payout, please wait and come back to us next Tuesday if you did not get your payment.

 

How is my work counted? What is a worksheet?

Depending on your role, a worksheet tracks your messages statistics, completed tasks, hours worked, or any other relevant data every week (Monday or Tuesday).

When your earnings on the worksheet(s) hit the minimum payout amount, an invoice is automatically created for you (Wednesday).

Payment is then made according to our usual payment schedule.

 

What payment methods are payments sent to?

Payments are processed to the following payment methods:

  • Yoursafe: Provides an IBAN with a minimum payout of 25 euros. You must have a verified Yoursafe account.
  • Bank Transfer for SEPA Accounts: Minimum payout is 25 euros. Wise is an example of this type.
  • Bank Transfer for Banks Outside SEPA: Minimum payout is 100 euros; you will be charged a 25-euro bank fee.

Note: Make sure your payment method is fully verified before linking it to avoid any payment issues.

 

Payment method ownership / Should I link a payment method I own? 

Yes. It is essential that you link a payment method that you own to maintain a secure and efficient payment process. Correctly registering your payment method helps us track transactions accurately and ensures clear ownership records.

Policy Overview:

  • Ownership Requirement: The payment method linked to your moderator account must be registered in your name only.

  • Wise or Yoursafe Accounts: A verified Yoursafe account is currently the most convenient option. If you cannot link a Wise or Yoursafe account, you can use your local bank account instead.

  • Bank Account Information: For non-IBAN accounts, fill in your account number, SWIFT code, or routing number. The minimum payout for payments to a non-SEPA bank account is 100 euros, with a 25-euro fee.

 

 

Why do I have to check my identity with E-valid?

E-valid is a separate company that we partner with, and you need to complete their identity check each time you want to change your payment method.

This helps ensure security and compliance, making sure that the payment methods linked to your account are verified and belong to you.

 

I have an issue with Yoursafe, what should I do?

All questions about Yoursafe must be addressed to Yoursafe itself (accounthelp@yoursafe.com)

 

 

How can I request a payment? Should I request my payment? 

You do not have to request payment. This happens automatically on Thursday OR Friday - if you reached the minimum payout. 

 

 

How can I change my payment method?

You will be able to link your account on your portal provided by the link sent to your email.

Here are the features available:

  • Ability to change the payment method
  • View & download invoices
  • Change address (cannot change any personal details that are verified through E-valid)
  • View activity/statistics

If you struggle to link the account, please contact us. We recommend you double-check and ensure that your Yoursafe or Wise account is fully verified first before you link it to your account to avoid payment delays.

Two things are essential when linking your payment method:

  1. That you are logged in to the portal before you click on the "confirm payment method" that you received in your activation email.
  2. If several of you use the same computer, check carefully that you are logged in to YOUR unique account/portal.

Please try linking your payment method again; if you follow the above advice, it should work.

Please note: Your account must have the appropriate bank/IBAN details and be fully VERIFIED with Euro Account details.

 

My payment was returned, what should I do?

When a payment is returned, it will be marked as returned in your portal. 

Please link a new valid, verified payment method that you own in order to allow the system to send it again.

 



Support FAQ

 

I can’t log in to chathomebase.

Please, do a hard clear of your cache/browser (Hold down Ctrl and press F5 on Windows).

Once you have done this, please restart your device and log in again. 

 

Low score / how to increase my score

To increase your score, we advise you to:

  • Edit the message generated by AI if required
  • Do not delete the whole message generated
  • READ the previous messages to keep the conversation
  • LOG IN the logbook all important information

If you need more advice, do not hesitate to reach out to the feedback team regarding your messages and the support team regarding your score or any issues you could encounter. 

 

Worker account deactivated

Please, check your email box and your spam folder. You should have received feedback to your email address.

 

No messages

There are several factors why you may not be receiving messages.

  • Not logging in during peak hours may result in fewer messages being received since the clients might be sleeping or away from their devices. (Friendly reminder that Peak hours are 0.00 - 3.59 am CET.)
  • Not clearing the cache every day may result in slower browsing. Once you have cleared your cache, please restart your device.

 

 

What are the peak hours?

Peak hours are 0.00 - 3.59 am CET (Central European Time).

 

 

How is the score calculated?

The score has something to do with the responses that your messages are getting. 

For example: If you write 100 messages and 75 of them get responses, then your score will be 7.5.

 

 

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