Frequently Asked Questions

General Questions

• What is Masterra?

  Masterra.com is a service that connects qualified writers with clients, who seek for expert assistance with any kind of content writing. Customers get more insight into a particular subject, generate thoughts for a presentation, receive guidelines for all kinds of content.

• Where does my writer come from?

  We hire writers from different countries, including the USA, UK, Canada, and Australia. All of them are great experts in their field of study as they have BA, MA, or PhD degrees and successfully passed the tests during the application process.

• How can I be sure that the writer has passed evaluation?

  At masterra.com we put high standards for hiring freelance writers. All of them are monitored by the Writers Department. Moreover, we have a clear and transparent rating system, so you can always check customers' reviews on the writer's experience and performance. When you select a writer for your assignment, you may consider the following things:

  • writing style of a particular writer;

  • feedback from previous clients and the writer's rating.

• What to do if I didn't get the confirmation email?

  First of all, check the Spam folder. If there is no email there, reset your password here.

  In case you didn't receive the email after resetting the password, please contact our Support team at support@masterra.com.

• What should I do if I forgot my password?

  If you don't remember your password, go to your login form and use the “Forgot your password” option. You have to indicate your account email and all further instructions will be send immediately. Use the following link to reset your password.

• Is your service secure and confidential?

  We guarantee 100% confidentiality and security. We ensure that all of your personal information is kept private. Make sure that you don't share such information by yourself while communicating with the writer in the chat. We cannot control the live chat, so we advice you to keep your conversations within the working limits. According to our Confidentiality Policy, your email address, phone number, name, and location won't be disclosed to any third parties.

Questions about your order

• How to get help?

  To receive professional writing assistance you only need to submit your order with the deadline and description, and enter your email. After that, you will be able to add other details to your order and add your personal details if you want. No advance payments! The writers will start offering their help. You may consider their experience and price they offer for completing your task. Then you can choose the most suitable combination of cost and quality for you, and pay for the order. You will be able to communicate with your writer directly and discuss all important details. When your order is completed, share your experience with other customers. Check out more details here.

• What if I need help at night?

  At masterra.com you can receive help round-the-clock. You can place an order 24/7 and the writers available at that time will apply to it.

• How is the writer's rating calculated?

  The rating system serves to help clients choose the right writer, to ensure competition among the writers, and to inspire our writers to submit the best order solutions. Every writer's rating is calculated automatically on the basis of customers’ votes, who worked with this particular writer.

• When will my task be completed?

  You can specify any deadline for your task. The more time you give the writer, the more money you will save. Your order will be completed within this deadline. If your deadline has changed, please let your writer know about it as he/she can have a busy schedule.

• Can I send my materials/instructions/articles to the writer?

  Right after making your order you can upload any materials you have from the Personal Cabinet. You can also specify important details, tell your instructions, or extend the deadline. If you have any problems with uploading your materials, contact us at support@masterra.com. Specify the number of your order in the email subject.

• Can I change the initial task requirements?

  You can modify order details even after your order is placed, but before any writer applied to it. Simply press the "Update" button on your order page. When you have writers applied to your order, in order to change the description, drop us a line at support@masterra.com with required changes to your order description. No changes are possible after the order was paid for, unless these changes were discussed with the writer previously.

• How to contact my writer to ensure he/she understands the requirements?

  Masterra offers a convenient messaging system to ensure communication between customers and writers. Log into your Masterra account, find the “Messages” section in your Personal Cabinet, and send a message to your writer. For safety reasons, any communication with your writer over the phone or email is prohibited .

• Writer doesn't answer to my messages. What should I do?

  In case you have some urgent information to be given to your writer, but he/she seems to be offline, contact our support team with this issue, and we will call the writer right away.

• Can my paper be written in a specific format?

  When making an order you can choose a formatting style you need (APA, MLA, Chicago/Turabian or Not applicable). Your paper will be formatted according to this style requirements. If you need no heading, title page, or references (for instance, if you order a CV), choose the “Not applicable” option and your work will be written in Times New Roman/Arial, 12pt font, double-spaced. One page has approximately 275 words.

• How will I get my order?

  The writer will upload a document he/she has prepared for you. You can revise it and ask to make corrections if needed. Please note that no corrections are possible after you approve the order.

• And what if I don't like the paper?

  If you are not satisfied with the writer's work, inform the writer thereof while the order is in progress. Always tell your recommendations and guidance via the chat to ensure you receive the expected result. However, once the work is approved and the writer has been paid, you won't be able to ask him/her make any corrections in the content.
  If you want the writer to amend the paper, you may press "Ask for Corrections" button on the order describing what should be changed. In case you didn't like the work provided, some of your requirements were not fulfilled and no other corrections are possible, you may file a dispute for the order, and our Dispute Manager will examine the paper done. After the examination, you may be given partial or full refund for the order or free revision of the paper.

• Can I be sure that the work is original?

  To ensure that your work is unique, use a free plagiarism checker at PlagiarismCheck.org or any other services you want. In case the paper is plagiarized, the writer will be asked to revise the paper at no cost. If you don't want to proceed with the order after that, you'll be given a full refund.

• What should I do if the writer is late with my task?

  If the writer is late with your work, immediately contact our Support Team as soon as possible. We will contact the writer via the phone. If the current writer isn't able to complete your order, we'll find a new writer for you, who will meet the deadline. Find more information in the Terms of Use.

• Is there a possibility to contact my writer after the order was approved?

  Unfortunately, no. You may place a new order and discuss the problem with the writer, or contact our support team, and we'll transfer all the information to the writer.

Billing Information

• Is it free to make an order?

  You can place an order without any advance payments. In addition, you can communicate with writers who applied for your order and even ask them to prepare a short introduction in order to choose the best one. And once you have chosen the writer you would like to work with, you need to deposit money to your balance.

• How to pay for my order? Is it safe to make payments through the website?

  You can pay for your paper in two ways: pay directly using PayPal or debit/credit card, or upload money to your account on our website and then pay from your balance.

• Can I return money if something goes wrong?

  It is almost impossible that something can go wrong, as we provide professional assistance on the highest level. If you think that your order needs some changes, you can ask your writer to make corrections. We have 100% money back guarantee, so nothing to worry about. Check out our Terms of Use for more details.