In response to the feedback and queries received from contributors, a comprehensive list of FAQs has been prepared. This document aims to address common concerns and provide clear guidance on various aspects of the project.

Qualifier Task Troubleshooting & Clarification

Q: I can’t proceed because the submission box is grayed out. What should I do?

This usually happens when a required field hasn’t been filled out. To proceed:

• Make sure all boxes are completed.

• For Topic 1 and Topic 2, there are two boxes:

  • The top box is for the Topic.

  • The second box, starting with "Describe your specific experience", is the description and must also be filled in.

• If a field doesn’t apply, enter “N/A”.

Additional Guidelines:

• All audio submitted must be in English only.

• Do not include introductions in captions. Personal details such as your name or workplace must not be shared.

Invitation & Account Creation
Q: Which email should I use to create or log in to my accounts?

• The email you need depends on the tool 

• Client tool (Multimango): Use your assigned TELUS Digital email.

• FTS platform: Use your personal email.
  
  

Q: I haven’t received my verification code. What should I do?

• Please verify that you are using your registered contributor email.

• Note that verification codes can take up to 24 hours to arrive.

• Contact your recruitment Point of Contact is issue persists.
  
  

Q: I am having trouble logging in due to password errors. How can I fix this?

• Ensure your password meets the required security guidelines.

• Create a strong, unique password—avoid using generic or common passwords.

• Generic passwords may result in login issues, so make sure your password is complex and not easily guessable.

Q: How do I know if my qualifier task has been approved?

• You will receive an email notification confirming your approval.

• The email will also provide instructions on the next steps to start production and start submitting TimeSheets

Task Access & Visibility Issues

Q: I have completed my qualifier task but cannot access the production tasks. What should I do?

• Please wait while your qualifier is being reviewed.

• Once qualifier tasks is approved, you will receive a communication and the tasks will become available.

Q: I don’t see any tasks on my dashboard (“No active tasks found”). What should I do?

• Ensure your have approved the qualifier task.
  
  

Q: I have approved the qualifier task, why isn’t the project showing in FTS after I log in?

• If the project isn’t visible in the FTS tool after approving the qualifier test,  please submit the following form:  Project Sonic - FTS Timesheet issues
  
  

Q: Why do tasks disappear after I start working or repeat indefinitely?

• Keeping a task open for too long can cause platform issues. If you are not actively working, please sign out.

• If taking a break, restart the task from the beginning when you return to avoid errors.
  
  

Q: How will I know when new tasks are available?

• Check periodically for available tasks.

• Task volume fluctuates, so availability may vary. 

Task Guidelines & Expectations

Q: Can I pause/resume tasks without affecting progress?

• Do not pause a task in the middle—finish it fully and submit it.

• Pausing without submitting may result in lost progress.

• Only completed tasks should be registered in FTS.
  
  

Q: What is the expected duration per task?

• Due to the nature of the project, there is no set expectation for task duration at the moment.
  
  

Q: Is each video/image/text,etc considered one task, or is the entire session counted as a single task?

• Every task is different.

• If you receive new video, image, or text, etc after submitting, it counts as a new task.

Q: How many items per task should I count?

• Tasks may vary across the project, and each task includes its own instructions.

• Read the instructions carefully for each task to ensure accurate completion.

• Instructions are available on the designated platforms: Multimango.com or Parimango.com

• Guidelines may change depending on the workflow and platform.

Multi/ParimangoTask Submission & FTS Errors

Q: The submit button is unresponsive, frozen, or shows errors after multiple attempts. What should I do?

• If this happens continuously, close your browser and restart your session.

• If the issue persists, take a screenshot and send it to community_support@telusinternational.ai for assistance.
  
  

Q: After submission, the task reappears and I’m unsure if it was submitted successfully. What should I do?

• Sign out and sign back in to refresh your session.

• If it persists, share a screenshot to: community_support@telusinternational.ai
  
  

Q: I’m receiving FTS submission errors (e.g., 400, 404, “failed to fetch,” invalid URLs). What should I do?

• Wait a few moments and try submitting the task again.

• If the issue persists, contact community_support@telusinternational.ai and provide details of the error.

FTS Reporting

Q. What is the purpose of the FTS tool?

• The sole purpose of the FTS tool is for contributors to report the time worked on Multimango and Parimango tools.

• FTS does not track time on the backend, so there is no need to have it open while working on Multimango or Parimango.

Q: Should I submit one record per day or multiple records for multiple tasks/platforms?

• At the end of each day (your time), submit one record per platform summarizing all tasks completed and the time invested that day.

Q: How do I submit hours worked on FTS?

• Please follow the steps outlined in the FTS guide

Q: What are the workweek and daily hour limits?

• The workweek runs from Saturday to Friday.

• Maximum work limits are 10 hours per day and 40 hours per week.

Reporting Issues

Q: I submitted a wrong TimeSheet, how can I correct it?

• To update your TimeSheet, follow Step-by-Step Guide: How to update FTS TimeSheets 

Q: I lost track of tasks. Can I view my completed task history?

• Unfortunately, there is no contributor-facing history to validate completed tasks.

• It is important to maintain your own manual tracker to keep track of your work.
  
  

Q: How do I log overlapping work hours from multiple platforms?

• To simplify manual tracking, work on one platform at a time, submit your tasks, and then start work on the other platform.

• Submit your hours at the end of the day per platform.

• It is not technically possible to work on both platforms simultaneously.

Platforms & Project Confusion

Q. What is the difference between Multimango, Parimango, and FTS?

• Multimango and Parimango are the client tools where tasks are completed. FTS is the tool used to manually log the amount of time and tasks completed each day.

Q. The platform URLs shared in instructions are wrong. Where can I find the correct links?

Here are links of the tools you need to have access too:

• MultiMango

• Parimango

• FTS
  
  

Q. How do I qualify for Project Sonic or other projects?

• For Project Sonic, you must complete and approve the General Qualifier Task.

• For other projects, this requirement may vary based on project needs. These details are provided during the recruitment stage of each project.

Recording / Audio / Video Issues

Q. The timer of the task I am completing is not working correctly, what should I do?

• Please note that the primary requirement is for you to be able to submit the tasks. The time considered for your compensation is the time you submit in your FTS TimeSheets.

•  If you are facing a blocker submitting a task, please share a screenshot via community_support@telusinternational.ai.
  
  

Q. I cannot hear recorded audio of the task I am completing.

Try the following trouble shooting steps:

• Please try reloading the page

• Log in and out of the tool

• If the issue persists, please share the link of the task via community_support@telusinternational.ai.

Q. The automatic transcription of the task I am completing is wrong or is in another language.

• Please share the link of the task as well as a screen shot via community_support@telusinternational.ai.

Q. What should I do if the audio of the task I am completing is not in English?

• Please share the link of the task as well as a screen shot via community_support@telusinternational.ai.

Q. Will voice recording tasks be required all along the project?

• The project tasks will vary over time depending on the client's uploads. However, we cannot guarantee that this type of task will be required throughout the duration of the project.

Q. What should I do if a task has incomplete images, videos do not load or a video plays only audio and no visuals?

Try the following trouble shooting steps:

• Please try reloading the page

• Log in and out of the tool

• If the issue persists, please share the link of the task via community_support@telusinternational.ai.

Qualification / Onboarding

Q. Which are the steps to get onboarded and start working on tasks?

• Completing and approving the General Qualifier Task

• Receiving and accepting FTS invite to be able to submit timesheets. 

• Go back to MultiMango and start completing tasks.
  
  

Q. Where can I see my contract?

• The conditions of your contract are being shared with you at the recruitment stage. Please refer to the first communications you received to find the details. 

• If you still have questions, please contact recruitment_GenAIGlobal@telusinternational.ai

Q. If I approved the General Qualifier Task, am I automatically led to a project assignment?

• Yes, upon approval of the General Qualifier Task, you will be eligible to begin completing tasks
  
  

Q. When is the project officially starting?

• The project has already started. Your first day will officially begin once you have approved the General Qualifier Task
  
  

Q. Are participants allowed to work on multiple projects at the same time?

• This depends on the nature of your project. For Project Sonic, you are permitted to work on other projects.

Technical / Platform Bugs

Q. What should I do if the platform freezes, I get a black screens or broken images/videos?

• If you have any of these issues, try refreshing the tool and log in and out. If this does not work, please contact our support team via community_support@telusinternational.ai and send a screenshot.
  
  

Q. Is there a limit of tasks or hours I can work per day?

• There is no limit of tasks you can work. However, please do not exceed our regulation of 10 hours per day or 40 hours per week.
  
  

Q. What should I do if a link from the working tool leads me to a blank page?

• If you encounter this issue while completing tasks, please contact our support team via community_support@telusinternational.ai and provide a screenshot of the error as well as the link of the task you are working on.
  
  

Miscellaneous / Administrative

Q: Do I need to send a notification if I will be absent from work for more than one week?

• Even though this would be considered as good practice, this is not a project requirement. Kindly note that given the nature of the project, tasks availability may fluctuate depending on the client’s upload of data. 

Q: I accidentally submitted my timesheet twice in the FTS tool. Do I need to correct the number of tasks?

• To update your TimeSheet, follow Step-by-Step Guide: How to update FTS TimeSheets 

Q. Can participants travel while working?

• Due to internal processes and client requirements, participants need to work from the location they were hired in.
  Please kindly ensure that your AI Community Profile matches your current work location. If there is a discrepancy, we may have to temporarily pause your production until you can return to your hired country.
  
  

Q. Where can I find step-by-step instructions or guidance for using the tools to complete tasks?

• There are no specific guidelines for tasks, as each task can be quite different. If you have any questions or need assistance, please reach by sending an email to community_support@telusinternational.ai. Our support team is here to help. Please feel free to reach out for guidance.
  
  

Q. How do I know if my AI Community profile is complete?

Make sure that the required fields are completed:

• State

• City

• Postal Code

• Country

In addition, please double-check your name and last name in your AI Community profile. Make sure there are no special characters, and that your name matches your legal name exactly as shown on your official identification (Passport or National ID).

Incomplete or mismatched information may result in payment delays, so we kindly ask you to please make sure this information is completed and accurate.