TopTracker Frequently Asked Questions

What is TopTracker and how does it work?

TopTracker is a lightweight application that helps you keep track of how you spend your time. Users can enable tracking for their own projects or for projects to which they are invited by other team members.

Basic time tracking can be done using the web app, but it is highly recommended you download the desktop application to enable activity level tracking, activity descriptions, screenshots, or webcam shots.

How is TopTracker different from other time trackers?

TopTracker is the only time tracker that has been specifically designed for freelancers and their needs. It is an absolutely free, stand-alone app, and does not require you to be locked into any freelance platform. It has been carefully designed to stay out of the way as much as possible, while still giving the freelancer full control over what gets tracked and how often.

Is TopTracker really 100% free (i.e no trial period, no upsell, etc)? What's the catch?

Yes, all the functionality available in TopTracker is completely free. There’s no catch and no strings attached. It’s simply not something we’re looking at as a source of revenue.

We built TopTracker because we’re always looking for ways to empower and make things easier for freelancers, and time tracking has been one of the most frequently discussed pain points amongst the freelance community. Most existing solutions force freelancers to pay for use and/or lock them into subpar job platforms. Our goal with TopTracker was to provide an easy to use tool that gives freelancers full control, is completely unobtrusive, and is of extremely high quality, without the caveats of other time trackers.

Is TopTracker part of Toptal’s service?

No. TopTracker is a completely separate product and is neither integrated into the Toptal platform nor part of Toptal’s service. We connect Toptal clients exclusively with top freelancers and don’t believe time tracking is necessary for our engagements. However, many remote teams still use time tracking products for their own needs, and in these cases we believe TopTracker is a great fit.

What specific versions of Windows, Mac, and Linux does the TopTracker Desktop App support?

TopTracker supports the following specific OS versions:

Windows:
Windows 7, Windows 8, Windows 10

Mac:
Mac OS 10.10 (Yosemite), Mac OS 10.11 (El Capitan), macOS 10.12 (Sierra)

Linux:
Ubuntu 14.04+, Debian 9+, Fedora 23+, openSUSE 13.2+. We're planning to provide a plain bundle installer for any other Linux derivatives soon.

We do NOT currently support:
Mac OS 10.9 (Mavericks) and earlier versions, Windows 2000, XP, Server 2003, Server 2008

What does TopTracker track?

The app tracks the time spent on each task, and records when there is any keyboard or mouse clicks so that it can enter “idle” automatically when you are gone and provide insight into basic activity stats. Note that it will never record anything you actually type or click on. The app can also record screenshots or webcam shots if you choose to enable such.

Where will my screenshots be stored and are they securely uploaded?

Screenshots are first stored locally and then uploaded to secure central storage if an Internet connection is available. All data that is transmitted from the client app is encrypted in an SSL transmission over to our secure cloud servers.

What if a captured screenshot contains sensitive information?

If you’re working with sensitive information, you can configure all screenshots to be automatically blurred before uploading so that the image is still recognizable to you, but no text is readable. This way, your team members can get an idea of what you’re working on without compromising the security of any sensitive information.

On the desktop app, you also have the option of deleting screenshots before they get uploaded or simply disabling screenshot tracking altogether.

Can I delete screenshots?

Yes. You have full access to all of your uploaded screenshots and can choose to delete any of them at any time.

Can I make payments within TopTracker?

Yes. Simply connect your Payoneer account to TopTracker, and you are ready to go. As a client, you can then pay freelancers for any invoiced work via Payoneer, our payments partner.

I’m a client. How do I pay my freelancers, and what does it cost to make a payment to a freelancer?

All payments are made securely through Payoneer, our payments partner. TopTracker never takes a payment fee, making it different from other freelance payment solutions. TopTracker provides free bank transfers via Payoneer. TopTracker also enables payments through Payoneer via ACH credit (subject to a 1% fee that is fully reimbursable to the receiver's Payoneer account) and via credit card (subject to a 3% fee).

I’m a freelancer. How will I get paid by my clients, and what does it cost?

Simply connect your Payoneer account, and you are ready to go. If your client chooses to pay you via bank transfer, you will not incur a fee (ACH credit payments are subject to a 1% fee that is fully reimbursable to the receiver's Payoneer account). If your client decides to pay you via credit card, they can decide whether to take on any applicable credit card fees or pass fees to you. Payoneer will issue a one-time refund to the receiver's Payoneer account for all credit card fees upon reaching a $5,000 volume.

How will I be able to withdraw funds from my Payoneer account, and what does it cost?

You can withdraw funds from Payoneer to your bank account. Payoneer will charge you a 1.50 fee (USD, GBP or EUR) in your local currency for same currency local bank transfer withdrawals from your Payoneer account to your bank account. If you incur this specific fee related to a TopTracker transaction, please email toptracker@toptal.com with the supporting details, and we will reimburse you.
For withdrawals to bank accounts in different currencies, you will incur up to a 2% conversion cost from Payoneer (with no added transaction fee). You will also be able to withdraw funds via USD Wire Transfers, or load funds to a Prepaid Card (you can find and review the terms and conditions associated with using these payment methods at Payoneer's website).

I haven't received my payment sent via Payoneer, what should I do?

Please keep in mind that processing transfers via Payoneer might take up to several days. If you feel that too much time has passed since the funds should be credited to your account, please log in to your Payoneer account for verification of transaction status. It is also a good practice to communicate with your client and request a payment status verification on his side. For all other questions and solutions, please refer directly to the Payoneer Support Center.

I have sent an invoice to the client and did not receive any response. What should I do?

TopTracker is not an intermediary between Client and Freelancer and we do not take a side in any disputes or refund claims between parties. It is advisable to always keep in mind best practices of communication and collaboration while beginning a project. We always recommend that parties set clear guidelines and boundaries, communicate effectively and professionally, be honest and open with all feedback, progress information, and estimations.

I’m a client and have a dispute with a freelancer. I’m not satisfied with the level of service and/or the work product I received. Can I get a refund of a payment I made through TopTracker?

TopTracker is not an intermediary between Client and Freelancer, and we do not take a side in any disputes or refund claims between parties, including any commercial or business or similar disputes. Payments go directly from payer to payee via our payment partner, Payoneer. Thus TopTracker is not able to get involved in any billing or refund claims or similar disputes. We would urge you to contact the freelancer in question directly to request a refund or discuss corrections or improvement to the services.

How does TopTracker prevent fraud?

Payments made through TopTracker go directly from payer to payee via our payment partner, Payoneer. TopTracker is not responsible for any unauthorized activity or fraud attempts relating to any utilization of the Payoneer payment platform. Payoneer has invested substantial time and resources in the latest security protocols and technologies to create and maintain a secure environment so you can access your account and manage your financial transactions with peace of mind. For more information about fraud prevention, please refer to Payoneer’s Security Center.

Who can I contact for any other questions or support on related items?

Contact us at toptracker@toptal.com and we’ll be happy to help!

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