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Mercor Background Checks, ID Verification and Onboarding
Between accepting an offer and doing paid work, there are several checks run by different companies: Persona for ID, Certn or Zinc for the background check, Stripe or Wise for payments, and Insightful for time tracking. Most delays come from knowing which one to contact. This page maps each step to its owner, using Mercor's own documentation.
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Answers checked against Mercor's contractor documentation, October 2026 · Last updated October 2026
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01 · Checks
Background checks and ID verification
Two checks are easy to confuse. ID verification (Persona) confirms you are who you say you are. The background check (Certn or Zinc) covers criminal, regulatory and watchlist screening. Stripe runs a third, separate identity check for payments.
How long does background verification take?
Mercor says most Certn checks complete within 5 to 7 business days, Zinc turnaround varies by the country being checked (Zinc publishes country averages), and its onboarding guide says clearance typically takes one to two weeks. Persona ID verification is usually done in moments, with some needing up to one business day of review.
Source: Mercor Docs: Background Check; Mercor Docs: Project Onboarding; Mercor Docs: Complete ID Verification
What should I do while verification is pending?
Finish everything else: sign the remaining documents, set up Stripe or Wise, and install Insightful. Watch your email, including spam, because a status of Action needed means the provider has emailed you something to complete. Mercor says the background check form should be completed within 48 hours of the invite. Do not log hours until you are cleared.
Source: Mercor Docs: Background Check; Mercor Docs: Project Onboarding; Mercor Docs: Getting Started
Why did my offer expire after I had already accepted it?
Usually because acceptance was not fully finished. Signing the offer letter unlocks the rest of onboarding, but there is a final Complete onboarding step, and offers carry an expiry deadline. Open your onboarding checklist (add /onboarding to the offer page address) to see what is outstanding. A contract can also be revoked before onboarding if a background check fails or project needs change. Email [email protected] straight away with the listing link.
Source: Mercor Docs: Project Onboarding; Mercor Docs: Project and Onboarding Support FAQ; Mercor Docs: Instant Work Offers
Why do acceptance reminders continue after I accept?
Reminders usually mean a checklist item is still open, such as an unsigned CIIAA or tax form, phone verification, or the final Complete onboarding step. Check the onboarding checklist, which shows every step at once. If everything is complete and reminders continue, email support with a screenshot.
Source: Mercor Docs: Project Onboarding
Can an expired offer be renewed when background-check delays were outside my control?
Mercor's stated policy is no: expired offers cannot be reactivated and contracts cannot be extended. It is still worth emailing [email protected] promptly with the listing link and your background check report ID, so the delay is on record, and then applying to new listings.
Source: Mercor Docs: Project and Onboarding Support FAQ; Mercor Docs: Project Onboarding
How can I prevent an offer expiring while my background check is stuck?
Start the check the day the invite arrives, enter a complete and accurate seven-year address history (real residences only, not trips), and answer any document request from the provider immediately. If the check runs past seven business days, Mercor's guidance is to email [email protected] and [email protected] with your report ID. Mercor notes you may be able to complete onboarding while the check finishes.
Source: Mercor Docs: Background Check; Mercor Docs: Project Onboarding
Do I need a new background check for every project?
Usually not. Mercor says a cleared background check stays valid for five years and is reused automatically for new projects that need the same check type. ID verification through Persona is different: in most cases you complete it again for each new offer.
Source: Mercor Docs: Background Check; Mercor Docs: Complete ID Verification
Will a short project end before my background check clears?
It can. You must be cleared before you start work or log hours, and Mercor does not extend contracts. For short projects, speed is everything: start the check immediately, provide documents fast, and contact the provider directly if it stalls.
Source: Mercor Docs: Project Onboarding; Mercor Docs: Project and Onboarding Support FAQ
What should I do when a Certn check takes longer than expected?
Contact Certn directly at [email protected]; Mercor says it cannot expedite a check once it is with the provider. If it is beyond seven business days, email both [email protected] and [email protected] with your report ID. Also check whether Certn emailed you a document request, which often explains the wait.
Source: Mercor Docs: Background Check; Mercor Docs: Project Onboarding
Can a contract be reactivated after identity and background checks delayed my start?
No. Mercor says expired contracts cannot be reactivated and are treated as closed; you need to apply again to new opportunities. Your cleared background check remains valid for five years, so the next onboarding is faster.
Source: Mercor Docs: Project and Onboarding Support FAQ; Mercor Docs: Background Check
Can I be offboarded for inactivity while waiting for a background check?
Mercor's documentation does not describe inactivity removal during a pending check, and it says you must be cleared before logging hours, so you cannot be expected to work. To be safe, tell your project lead in writing that your check is pending, with the status from your dashboard, so there is a record if anyone flags inactivity.
Source: Mercor Docs: Project Onboarding; Mercor Docs: Project and Onboarding Support FAQ
When does the first-task deadline start if verification is still pending?
It depends on the project, so confirm with your project lead in writing. For work trials, Mercor says accepting pushes the deadline two weeks past the date in the offer email, and the real date shows as Trial end date on the trial page. For projects, work cannot start until you are cleared and the project appears in Insightful.
Source: Mercor Docs: Work Trials; Mercor Docs: Project and Onboarding Support FAQ
Should I complete onboarding materials before the background check clears?
You can complete the onboarding steps, such as documents, payment setup and Insightful installation, and read the onboarding document. Mercor says time is only payable once onboarding is complete and the project appears in Insightful, so ask your project lead before doing substantial training work early.
Source: Mercor Docs: Project Onboarding; Mercor Docs: Project and Onboarding Support FAQ
How can I resolve repeated Persona ID verification failures in India?
Work through Mercor's fixes before using more attempts: use the physical ID itself (photos of a screen are rejected), place it on a dark flat surface with no glare and all corners visible, turn off any VPN or iCloud Private Relay, update the Persona Wallet app, and use a phone on iOS 17.6+ or Android 9+. Attempts are limited, so if it keeps failing, email [email protected] with your account email before trying again.
Source: Mercor Docs: Complete ID Verification; Mercor Docs: Project and Onboarding Support FAQ
Which Indian identity documents are accepted?
Mercor says Persona accepts most government-issued identification, including passports, national ID cards and driver's licences, and adapts its instructions to your country. Mercor does not publish a document-by-document list for India. A valid passport is the most widely accepted option if one type keeps failing.
Source: Mercor Docs: Complete ID Verification; Mercor Docs: Project and Onboarding Support FAQ
Can I request manual identity verification?
Mercor's documentation does not describe a manual alternative for Persona. Some sessions go to additional review automatically, which can take up to one business day. If you exhaust attempts or fail, contact [email protected] for next steps. Stripe's own ID check is different: Stripe Support can do a manual review there.
Source: Mercor Docs: Complete ID Verification; Mercor Docs: Payments
02 · Access
Onboarding, Slack and tool access
After you sign, access arrives in a sequence: the onboarding document, Okta single sign-on, Slack and other tools, then the project in Insightful. Knowing the order makes it easier to tell a normal wait from a real problem.
When will I receive the Slack invitation?
Tool access is typically granted after onboarding, and Mercor says to ask your project lead to resend invitations if they have not arrived after 24 hours. Many projects connect Slack through Okta: open the Okta setup item on your checklist, click Provision Access, then reach Slack from your Okta dashboard.
Source: Mercor Docs: Getting Started; Mercor Docs: Project Onboarding; Mercor Docs: Project and Onboarding Support FAQ
When will I receive full project instructions?
They come in the onboarding document, which appears below your contract details in the Contracts tab once your project team finishes it. Mercor says to allow up to seven days, and to email [email protected] if nothing appears after that.
Source: Mercor Docs: Getting Started; Mercor Docs: Project and Onboarding Support FAQ
Why is my contract under review after I signed and completed onboarding?
This is a normal state. Mercor's Insightful guide says that while a contract is still in review, time tracking is not enabled, that this is expected, and that access turns on once review finishes with nothing for you to do or report. It can also reflect a pending background check.
Source: Mercor Docs: Use Insightful for Time Tracking; Mercor Docs: Project Onboarding
How do I resolve a contract stuck in review for more than two weeks?
Two weeks is past the typical clearance window, so it is reasonable to escalate. Email [email protected] once, with the listing link, your contract name, your background check status and screenshots, and reply in the same thread rather than opening new tickets. Check whether Certn or Zinc emailed you a pending document request.
Source: Mercor Docs: Get in Touch; Mercor Docs: Background Check; Mercor Docs: Project Onboarding
How can I get Slack access after completing all onboarding steps?
Check Okta first: sign in at c-mercor.okta.com with your personal email and confirm Slack appears there. If not, ask your project lead to resend the invitation and confirm which email address they used. If you cannot reach the lead, email [email protected] with screenshots.
Source: Mercor Docs: Getting Started; Mercor Docs: Project Onboarding; Mercor Docs: Project and Onboarding Support FAQ
What can I do when a promised support escalation never arrives?
Mercor says support responds within one business day, with complex issues taking longer, and asks for one ticket per issue. Reply in your existing thread with a short, specific summary rather than opening duplicates. If you have an active offer or contract, you can also ask Maven, Mercor's assistant in the Work Platform and Slack, or post in the project's designated support channel.
Source: Mercor Docs: Get in Touch; Mercor Docs: Project and Onboarding Support FAQ
Why am I unable to post for help in the project's Slack channels?
Channel permissions are set by each project, and many announcement channels are read-only. Mercor routes questions to the designated project support channel on Slack or to [email protected], so use the channel your onboarding document names for questions.
Source: Mercor Docs: Project and Onboarding Support FAQ; Mercor Docs: Getting Started
How do I avoid missing onboarding deadlines when the training app is broken?
Report it in writing the moment it happens: post in the designated support channel or email [email protected] with screenshots or a screen recording, as Mercor requires these to investigate. Ask in the same message for the deadline to be adjusted. A dated report is your evidence if the deadline becomes an issue.
How can I fix missing access to the time tracker?
Your project appears in Insightful automatically after onboarding, which can take 12 to 24 hours, and not at all while the contract is in review. Download the Workpuls app directly rather than waiting for an invite. Sign in with Continue with SSO and your @mercor.expert email if you were migrated, or your original Mercor email if not. User not found usually means you used a changed email. Still stuck after 24 hours: email [email protected].
How can I challenge inactivity removal caused by a known tool-access issue?
Mercor says offboarding decisions are made by the project team and are final, and that support cannot overturn them, but you can ask for context through your project lead. Send the lead your dated tickets or Slack messages showing the access problem. Rejoining is possible case by case, and termination does not automatically disqualify you from future work.
Source: Mercor Docs: Project and Onboarding Support FAQ; Mercor Docs: Project Offboarding
Should I log time spent reading Slack updates before task-tool access is granted?
Only once your project is live in Insightful and the team has told you to start. Mercor says work done before onboarding is complete and the project appears in Insightful is not payable. Once tracking is available, mandatory trainings and approved meetings count as paid time.
Source: Mercor Docs: Project and Onboarding Support FAQ; Mercor Docs: Time Tracking and Pay Policies
How much onboarding preparation should I do while waiting for access?
Read the onboarding document and project guidelines so you can start quickly, but keep it light until tracking is available, because that time is not paid. If the wait drags on, ask your project lead for a start date rather than investing more unpaid hours.
Source: Mercor Docs: Project and Onboarding Support FAQ; Mercor Docs: Getting Started
How do I join Mercor's Slack channels?
Project Slack workspaces are by invitation after you join a project, often provisioned through Okta. Before onboarding you do not have access to project channels. Mercor also mentions a community space (Circle or Slack) in its referral documentation; ask support how to join it if you are not invited.
Source: Mercor Docs: Project and Onboarding Support FAQ; Mercor Docs: Getting Started; Mercor Docs: Referral Policy and FAQs
Do I need Slack access to improve my chances of getting a project?
No. Slack is for people already on projects; you get access after onboarding. Selection depends on your profile, interviews, assessments and availability, so effort there is what moves your chances.
Source: Mercor Docs: Project and Onboarding Support FAQ; Mercor Docs: Instant Work Offers
Sources
Read and checked October 2026. Policies change, so confirm anything time-sensitive on the source page.
- Mercor Docs: Background Check
- Mercor Docs: Project Onboarding
- Mercor Docs: Complete ID Verification
- Mercor Docs: Getting Started
- Mercor Docs: Project and Onboarding Support FAQ
- Mercor Docs: Instant Work Offers
- Mercor Docs: Work Trials
- Mercor Docs: Payments
- Mercor Docs: Use Insightful for Time Tracking
- Mercor Docs: Get in Touch
- Mercor Docs: Project Offboarding
- Mercor Docs: Time Tracking and Pay Policies
- Mercor Docs: Referral Policy and FAQs