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Buyer FAQs

Account Management

Can I change my username?

Usernames cannot be changed once an account is registered. When an account is registered on talentsroot, a username is required to complete the registration. Your username is unique and is associated with your talentsroot orders, Roots, and ratings.

Note: If you close your account and open a new account, you must use a different email address.

Is my personal information safe?

We care about your privacy. You can read our Privacy Policy here. The Privacy Policy is a part of our Terms of Service.

What if I forgot my password?

If you forgot your password, please go back to talentsroot homepage and click Login > Forgot Password. Enter the email used to log into to your account. A password reset email will be sent to that address if the email matches the account, verify the email then choose new password.

What is Online Status?

The Online Status is indicated by a small green circle next to the username, which lets you know that the user is currently logged in to talentsroot’s website or mobile application. This is useful in receiving quick responses from Talent when contacting them.

The online user status is visible on various pages, such as the Profile, Conversations, and Root pages. On the Category, Subcategory, and advanced search pages, you can filter the marketplace results according to users who are online.

Policy & Safety

Never give out your password. Now and again we may ask for a few things from you, but:

  • We will never ask you by email, messages, or comments to provide us with your password or login credentials.
  • We will never ask you to email us your password.
  • We will never prompt you to log into a site outside of the talentsroot.com domain, nor to download and install an application.
  • Please never download or run such applications or email attachments, as they are definitely not coming from us.


Payments and Withdrawals

Do I pay to Talent directly?

Buyers pay talentsroot for orders in advance. You must not pay other users directly using any method other than ordering through the talentsroot order page. In case you have been asked to use an alternative payment method, please report it immediately.

What if a Talent is Out of Office?

Did you find someone who you would love to work with, but you see that they are Out of Office? Within a Talent’s Profile page and Talent’s  Root page, you can check until which date the Talent  is Out of Office and perform one of the following actions:

  1. Send a Talent a message by clicking the Contact Note: This option is only available if a Talent chooses to allow it.
  2. Click Here to be notified when the Talent’s time off is over. You will receive an email when Talent is back.

How can I receive an invoice for my purchases?

If you would like an invoice for each of your purchases from talentsroot, you can go to my shopping page, open the order you would like to get an invoice for, click on view invoice link.


  • Avoid using special characters such as non-standard English characters (letters with accent marks). Special characters may result in “?” when the invoice is produced.
  • Talents may request monthly or yearly statement of earnings through Customer Support.

Why was my payment declined?

Payments may be declined for a number of reasons. If your payment was declined, please review the following:

  • Make sure you entered the payment details correctly.
  • Check to see that your credit/debit card is valid, and not expired.
  • Make sure you have available funds on your card.

Generally, the payment source has more information than we do as to why your payment was declined. Therefore, we recommend checking with your bank or PayPal.

If you still have issues with your payment, try using a different payment option (i.e. if you are using PayPal, you should consider using your credit card).

If you still have issues completing your order, you can contact Customer Support.

How do I use my shopping balance for future purchases?

If you have funds in your account balance, it will be automatically applied to your next purchase. If the purchase is larger than the amount in your balance, you can use another source of payment to complete the purchase.

Recommendation Team Account Users
If you are placing an order with Root Extras, we recommend placing the main order first (this will take money from your shopping balance) and then you can order the Root Extras from your order page, one by one until your shopping balance has been used.

All Root Extras for the Root will be available to order from your order page while the order is in progress, with the exception of the Extra Fast Root Extra. The Extra Fast Root must be ordered from the Root page along with the main Root.

Can I withdraw money from my talentsroot account?

You can only withdraw money from your talentsroot account if you are a Talent and have earned revenue through talentsroot. Revenue earned through talentsroot is deposited to your sales balance and is available for withdrawal after talentsroot’s clearance period.

If you made a purchase as a buyer and received a refund, it will appear in your shopping balance for use on another purchase of equal or less than the amount in your shopping balance.

Note: If an order is cancelled and you are due a refund, the amount of the original order without the processing fee will be placed in your shopping balance. Keep in mind, if you order a Root with revenues from your shopping or sales balance, you do not have to pay a processing fee

For example, if I purchased one basic Root using PayPal, I would pay $5 plus an additional $1 processing fee for a total of $6. I then request to cancel the order and $5 is refunded to my shopping balance. I can use this $5 to purchase another Root and will not have to pay a $1 processing fee since I am using money from my shopping balance.

Note: If you do not want the money refunded to your shopping balance and prefer that the money be reimbursed to your PayPal or credit card, talentsroot can issue a one-time refund. A second refund request may need to be reviewed by our Risk Management Team.

Can I deposit money into my talentsroot account?

No, talentsroot does not accept deposit to your balance.

If you placed an order through PayPal or credit card, a processing fee is charged. The processing fee helps subsidize the costs talentsroot incurs from payment solution providers.

How do I change my payment method?

When checking out, you can select how you would like to pay. we don’t store your card information to keep it protected by yourself.


Placing Orders

Where is my order?

At times, payments may not immediately create an order. Causes of this issue are related to pre-screening transactions from your payment processor or bank before the funds are released to talentsroot or if there is a technical issue with the payment processor sending those funds to talentsroot .

In the event that this happens, please create a request to our Customer Support system with the following helpful information:

  • Your Paypal transaction ID from your purchase
    – Paypal payments commonly are alphanumeric strings following a hashtag (#123ABC456DEF)
    – Paypal receipts can be helpful as well. Note: Transaction IDs are found in your receipt email.
  • The Root title or Talent name you purchased from
  • The total purchase amount

Customer Support can attempt to restore the order with the payment provided, or refund those payments back to the payment provider if we’re unable to do so.

What is Commercial Use?

Commercial Use is when a buyer intends to use the delivered work for anything business related, intended for profit.

Do I own what is delivered to me?

Ownership and limitations: Unless clearly stated otherwise in the Root description text, when the work is delivered, the buyer is granted all intellectual property rights, including but not limited to, copyrights for the work delivered from the Talent and the Talent waives any and all moral rights therein. All transfer and assignment of intellectual property to buyer shall be subject to full payment for the Root

How do I download attachments and files?

When receiving emails, you have the option to download attached files. Also, when accepting deliveries from the Talent, you can download the delivered files.

If you are experiencing issues with downloading files to your computer, follow these steps:

  • Review your browser extensions (i.e. additional features for your web browser).
  • Review if you have any firewall or antivirus software that prevents downloads.
  • Clear browser cache/cookies (i.e. temporary files in your browser).
  • Verify that Adobe Flash is updated to the latest version.
  • Verify whether or not you have a pop-up blocker enabled. If so, disable it for talentsroot.com.

Once you’ve verified the steps, go to your order page and click the file or link provided in the delivery message.

How do I cancel my order?

We encourage you to work things out with you Talent to try and settle conflicts between yourselves otherwise you can contact Support Team.

Does my refund include the processing fee?

No, talentsroot does not refund the processing fee to your balance.

If you placed an order through PayPal or credit card, a processing fee is charged. The processing fee helps subsidize the costs talentsroot incurs from payment solution providers.

If an order is cancelled and you are due a refund, the amount of the original order without the processing fee will be placed in your shopping balance. Keep in mind, if you order a Root with revenues from your shopping or sales balance, you do not have to pay a processing fee.

Why is talentsroot charging fees?

talentsroot charges 10% commission on all orders from the buyers including bank fees and tax if applicable.

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