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.
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 an estimate for when your payments will arrive to your bank account on the "Incoming to Stripe" section under Balances on your payment 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, consider checking the estimated payout dates displayed in your Turno account to see if the payment is still in transit. Also, ensure that your payout details in the account are updated and correct to avoid further delays.
If there is an issue with your payment account, in most cases, it could be restricted because our payment processor needs more information about you or your business in order to fully enable your account.
Consider checking the estimated payout dates displayed in your Turno account to see if the payment is still in transit. Also, ensure that your payout details in the account are updated and correct to avoid further delays.
Log into your payment account (Standard here or Express here), and make sure you are enabled to receive payments.
If your account is disabled, contact our payment processor at their Help Center so they can help you update it. ✅
For further troubleshooting steps, consider ensuring that no refunds or adjustments have delayed your payouts and allow additional time for bank-specific processing delays. If all details are correct and delays persist, reach out to Stripe support.
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 our payment processor to receive payments faster. The "Instant Payouts" 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 our payment processor for 60 days. If you have a Standard account, you may also need to reach 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 Dashboard. This is a feature of our payment processor, not directly related to Turno.
To know more about the differences between a standard payout and an instant payout, check out this article ⬇️
Contact Stripe support directly on the link below for further questions about Instant payouts. 💻
Note: currently, instant payouts are available for payments from marketplace customers, and for payments from customers who connected with you by invite (outside of our marketplace) if you have joined the marketplace. If you have not joined the marketplace, you cannot request instant payouts.
How can I check which payments were deposited to my account?
To see which payments were deposited on your payouts page in the mobile app, go to "More" > "Payouts". To view which payments/projects were deposited to your account with each payout, tap one of the payouts listed on the page.
You can also see which payments were deposited with each of your payouts on the website, in your payouts page here:
Click the question mark icon next to the payout to view information about it.
