The question
A customer dispute can hold or reduce your payout for that job. Here's when it happens, how to see the reason, and what protects your pay: an after photo on every job, location services on so the app records your arrival at the property, and a "Property obstruction or access issue" report in the app when you can't finish.
How it works
A dispute starts when a customer reports a job as not done, poor quality, or only partly finished. Customers file within 5 days of when the job is marked complete in almost every case. A later dispute is rare, Pro Support starts it manually, and you're always notified.
The platform can hold your payout for that job. There's no separate hold on your normal pay: your weekly payout runs every Monday (2:30 AM CT) and pays your full balance. A hold shows up as a line item against that balance, or, if the job was already paid, as an adjustment on a later payout.
Two habits on every job protect your pay: take an after photo of the finished work before you complete the job, since it can't be added afterward, and keep location services on so the app records a GPS entry at the property. If you can't finish, file a "Property obstruction or access issue" report before you leave. If the evidence is missing, the payout for that job is held.
Separately, when a customer who was offered a credit asks for a fix and you decline it or let it expire, the customer gets the credit, and some or all of it can come out of your payout. That happens with or without evidence on the job.
What you need to know
- After photo. The baseline protection on every job. Take it of the finished work before you complete the job. It can't be added afterward.
- Billing. In the menu, tap Settings, then Billing. Each job has a line under Activity. A held job opens Payout Held, which says what was missing and has a Contact Support button.
- Dispute response link. Where you respond: 48 hours to accept a fix, 24 hours for other disputes.
- Dispute notifications. An SMS, push, or email when a dispute is filed, and an email and push ("Payment Held: Photos Missing") when a no-evidence hold lands.
What you control
No tier keeps every dispute from costing you pay. Your tier is one factor in whether a dispute holds your payout, along with the visit and what the customer said. An after photo is always a good idea, on every job.
When a hold applies, you see the full payout for that job on hold as a "Payment Held for Disputed…" line item. On a partial-complete dispute the line names what was missing first, like "Partial complete dispute, no obstruction report — Payment Held for Disputed…". If you were already paid, it comes back as an adjustment on a later payout.
If a fix runs out of time, or you decline it, the customer gets a credit ($15-$40, based on the job price), and some or all of the customer's credit can come out of your payout. The confirmation screen shows that amount before you tap YES, REJECT. If you're not sure how it applies to you, contact Pro Support.
You aren't notified if the customer takes a credit offer, on a partial (50/50) hold, or on an older delayed adjustment. Check Billing in the app yourself.
A dispute is a customer reporting an issue with a completed job. It starts a review that can end several ways. A fix is one outcome: you're asked to go back and fix the work, instead of a credit or a hold. A dispute doesn't automatically hold your pay.
What to do
Every job: take an after photo of the finished work before you complete the job. Keep location services on. If you can't finish, file a "Property obstruction or access issue" report before you leave.
If a dispute is filed: open the dispute response link in your notification and respond within the window it shows. A fix on a quality or partial-complete dispute arrives with 48 hours to accept.
If your payout looks short or you see a hold:
- In the menu, tap Settings, then Billing. Find the job's line under Activity and tap it. A held job opens Payout Held, which says what was missing.
- If it still doesn't add up, tap Contact Support on Payout Held to reach Pro Support in the app. Have the job's date and address ready, and your after photo.
If something goes wrong
My payout is short and I don't know why. Check your notifications first. That's how you find which service was disputed, so you can work the dispute and get your full payout. Then check Billing in the app for the held or adjusted line. If it still doesn't add up, tap Contact Support on Payout Held. Have the job's date and address ready.
Money was held but I did the work. Money is only held when a fix wasn't answered in time or wasn't worked properly. Answering the fix correctly the first time is the most reliable way to get paid. If you think a hold was a mistake and you have an after photo or other proof, send it through Pro Support in the app: open the held job in Billing, then tap Contact Support on Payout Held. Have the job's date and address and your after photo ready. An agent will review it against the fix.
A hold traces back to an old job. That's rare. Check Billing in the app for the exact job, date, and amount. If the job was already paid before the hold posted, the correction can land on a later payout.
I never got a notice. Some paths don't notify you: a credit offer, a partial (50/50) hold, or an older adjustment. Check Billing in the app to see what happened.
Can this be reversed? Sometimes. Pro Support checks whether the hold matches the dispute outcome and policy. Share any evidence you have. It won't always be reversed, but you have a path to get it reviewed.
Bottom line
Two habits protect your full payout on every job: an after photo of the finished work, taken before you complete the job, and location services on so the app records a GPS entry at the property. If you can't finish, file a "Property obstruction or access issue" report before you leave. If a dispute does affect your pay, Billing in the app shows what was held, and Pro Support in the app can review it with you.
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