Some frequently asked questions about payments are answered here. If your question is not answered in this article, contact us through our live chat or email at cs@turno.com 😀
What are the fees for receiving payments through Turno?
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:
Can I charge per hour?
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:
How long until I get paid? And where can I see this information?
Our payments processor, Stripe, 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 Stripe will verify your account before depositing payouts.
Payouts may also contain more than one payment, depending on how many projects you completed in the last 24 to 48 hours.
You can see Stripe's estimate for when your payments will arrive to your bank account on the Incoming to Stripe section under Balances on your Stripe account (for Standard accounts, you can access it here, and for Express accounts you can do so here).
It's been over that time and I still haven't received my payment.
If it's been longer than 7 business days, there might be an issue with your Stripe account. In most cases, the account could be restricted because Stripe needs more information about you or your business in order to fully enable your account.
Log into your Stripe account (Standard here or Express here), and make sure you are enabled to receive payments.
If your account is disabled, contact Stripe at their Help Center so they can help you update it. ✅
I want to receive payouts faster, can I do that? If so, where do I go, or how do I enable this?
Some cleaners have the option to pay an additional fee to Stripe to receive payments faster. The "Instant Payouts" Stripe feature is available in Australia, Canada, Singapore, the United Kingdom, and the United States.
Accounts in good standing are generally eligible for Instant Payouts after using Stripe for 60 days and reaching USD 5,000 in payments processed. Furthermore, US Standard and Direct accounts can choose Instant Payouts with debit cards or direct transfers to eligible bank accounts. Confirm your eligibility through your Stripe Dashboard. This is a Stripe feature, not directly related to Turno.
To know more about the differences between a standard payout and an instant payout, check out this article from Stripe ⬇️
Contact Stripe support directly on the link below for further questions about Instant payouts . 💻
How do I change the bank account associated with my Stripe Express account?
For existing Stripe Express account holders:
Access your Express account here
Go to the Account tab in your Stripe Dashboard.
Navigate to Payout Details and select Turno to update payout destinations (debit card or bank account) and associated details.
Please note that if the external account has received previous payouts, entering the previous bank account details and a 6-digit SMS verification code is necessary for edits.
Keeping payout details current is crucial to avoid delays in receiving payouts. We strongly recommend Stripe Express users to update payout information proactively, especially before any changes or debit card expiration.
Stripe has a dedicated article about changing bank accounts here:
How can I update the bank account information linked with my Stripe Standard account?
To update your bank account as a Standard Stripe account user, access your account here, and update your bank account details directly through the Stripe Dashboard.
Access "Settings" from the dashboard menu.
Navigate to Business Settings.
Europe, UK, Hong Kong, Singapore, or Australia: Click on Bank accounts and currencies.
Other Locations: Click on External Payout Accounts and Scheduling, then select + Add Bank Account.
Locate the bank account you want to update.
Click on the three dots icon and then select "Edit bank account".
Enter the new bank account details.
Click "Edit account" to save your changes.
For more information, consider reading the following article on Stripe:
Why haven't I received my payment yet?
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:
My Stripe account is all set and I still get nothing even after I hit "Complete" on my projects. What's happening?
If your customer is from the Turno marketplace and you are not receiving payments from them, there might be an issue with your Stripe 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:
Is it possible to change my connected Stripe account?
If you'd like to change your Stripe account, we can remove your current Stripe one so you can re-link Stripe, but keep two things in mind:
1️⃣ Payments currently in progress to your previous Stripe 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 Stripe from Turno, that doesn't delete the Stripe account. Deletion of Stripe accounts are done on Stripe. Reach out to their support if you need help deleting your Stripe.
We recommend waiting until there are no pending payments before disconnecting your current Stripe account from Turno. This ensures a smoother transition, since we cannot assist with issues related to disconnected Stripe accounts.
Why does my payout date keep changing?
Stripe 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 Stripe account to follow your transactions and their respective estimates closely.
Why am I receiving an alert that a project hasn't been authorized for payments?
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.
What does a "payment authorization" mean?
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.
What will happen if the customer doesn't update their payment method?
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.
If your customer encounters difficulties, advise them to check this article:
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