Sometimes the payment for a job you completed is placed on hold. This usually happens when a customer disputes the job and there isn't a photo on file showing the finished work.
When a customer disputes a recent job and there's no after-photo to confirm the work was done, the payment for that job is held until we can confirm the work was done. You'll see a "Payment held" note on the job in your app, along with a marker showing the job was disputed. The hold covers the payment for that one job.
HOW TO GET YOUR PAYMENT RELEASED
If you did the work, we want to get you paid. Here's how:
1. Reach out to us by phone or email.
- Phone:
- LawnStarter 1-855-800-4872
- Lawn Love 1-800-706-4117
- HomeGnome 1-855-800-4872
- Email:
2. Share anything that helps confirm the work. A photo you took on your own phone, a receipt for materials or fuel from that day, or details about your visit all help us confirm the job was done.
3. We take it from there. If what you share confirms the work, we'll release the payment back into your normal weekly payout. If you’ve already been paid, you'll see it as an adjustment to your earnings.
There's no deadline to reach out — you can write in anytime, even weeks later, and we'll take a look.
HOW TO PREVENT THIS
The simplest way to protect your pay is to take a photo of the finished job before you leave. A clear after-photo on file confirms your work, so a dispute like this won't put your payment on hold.
For tips on what to capture, see:
- [Pro] Guidelines: Taking Photos