Some frequently asked questions about payments are answered here.

If you work with your existing clients (clients you met outside Turno) and invited them, or they invited you to their team, there are no fees to receive payments from them through Turno. If you work with clients you met on the Turno Marketplace, there is a 5% platform fee for each payment.

You can check the fees from each payment on "Payments" > "History" . Click the "❓" (question mark) icon next to the customer name:

Yes, you can charge an hourly rate! You can set your bids to charge hourly for your work instead of a flat rate, or request a price change to switch to hourly. ⏱️

Check this article for a tutorial on how to charge hourly:

Our payments processor typically processes credit/debit card payments within 2-5 business days and ACH payments within 5-7 business days. For first-time payments, it may take a little longer because our payment processor will verify your account before depositing payouts.

For more detailed information, see our article about payments processing times:

The instructions to update your bank account are different depending on whether you have a Standard or Express account. Find out how to change it here:

Remember that our automatic payout system will only trigger a payment once a project has been marked as completed. So when you do a cleaning for a customer, make sure you are assigned to a project on the app and mark it as completed once you are done. Skipping these steps may prevent you from receiving your payment in a timely manner.

If you did a cleaning without being assigned to a project on Turno, your customer can still send you a manual payment. If your customer encounters difficulties, advise them to check this article:

With customers from outside of Turno, if you completed a project but there is no payment on your payment history or payment accoutn, and it's been a few days since, there is a chance that your customer has not enabled auto payments for you. In this case, we recommend you contact the customer to check if they would like to pay you through the app. Auto payments only work going forward - past projects will not trigger a payment when the customer enables auto pay.

Here's an article about how to set up auto payments on the host's side. If your customer needs help, we recommend you share it with them:

If your customer is from the Turno marketplace and you are not receiving payments from them, there might be an issue with your payment account. In this case, follow the instructions on the topic above.

We also recommend you double check with your customer, as there might have been an issue with their payment method that they need to fix.

If your customer is from outside of Turno, there is a possibility that they have not enabled your auto-payments on their end. If you think this is what is happening, we recommend you contact your customer to check if they would be interested in using auto payments with you. This article may be useful in case they need help setting up auto payments on their end:
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If you would like to change your payment account, we can remove your current one so you can re-link it, but keep two things in mind:

1️⃣ Payments currently in progress to your previous payment account will complete processing to that same account. This includes authorizations for upcoming projects with marketplace customers. This is because we authorize marketplace card payments up to one day in advance of a project.

2️⃣ When we remove your payment account from Turno, that doesn't delete the payment account. Deletion of payment accounts are done on Stripe. Reach out to their support if you need help deleting your payment account. 

Our payment processor may bundle or separate payments into payouts, keeping payments within their expected time frame. When this occurs, it may update the payout date, which is why we recommend checking your payment account to follow your transactions and their respective estimates closely.

Turno notifies you whenever there is an issue authorizing payments for upcoming projects to make you aware that a payment may not go through. When this happens, we recommend you contact the customer to check if everything is in order.

A payment authorization is a pre-payment hold to make sure that the customer's payment method is working and the payment will go through. Payment authorizations only apply to marketplace customers.

This hold ensures they have the funds to pay you once the job is done. If the project is canceled, the hold is also dropped and the payment does not go through.

If you mark a project as completed and your customer hasn't fixed the issue with their payment method yet, Turno will not trigger an auto-payment for the respective project anymore. In this case, a manual payment will be necessary.

Our payments team reviews failed transactions daily and contacts customers as needed. However, if you reach out to the host directly, alerting them to the issue and requesting a manual payment, that may resolve the situation quicker.