Resolving Payment Issues

Resolving Payment Issues

Payment issues can be stressful, but most of them have straightforward solutions. This guide covers the most common payment problems experienced by both solicitantes (requesters) and favorecedores (providers), along with step-by-step solutions for each.

Payment Issue Troubleshooting

For Solicitantes (Requesters)

Card Declined

If your card is declined when trying to pay for a favor, try these steps:

1. Verify card details — Double-check the card number, expiration date, CVV, and billing ZIP code. Even a single digit error will cause a decline.
2. Check your balance — Make sure your account has sufficient funds. Remember that the full favor amount plus the service fee is authorized at once.
3. Try a different card — If you have another credit or debit card, try that instead. HEF accepts Visa, Mastercard, American Express, and Discover through Stripe.
4. Contact your bank — Some banks block international or online transactions by default. Call your bank and let them know you are making a legitimate purchase.

Double Charged

If you see two charges on your statement, do not panic. Here is what is likely happening:

• Authorization vs. charge: When you create a favor, your card is authorized (a temporary hold), not charged. The actual charge only occurs when you confirm the favor is completed. Both may appear on your statement temporarily.
• Pending transactions: Check if one of the entries says "Pending." Pending authorizations are not actual charges and will disappear within 5-7 business days.
• True duplicate: If both charges show as "Completed" for the same favor, contact HEF support with the transaction IDs and we will investigate and issue a refund for the duplicate.

Authorization Still Pending After Cancellation

If you cancelled a favor but still see a pending charge on your card, this is normal. Card authorizations are released by your bank, not by HEF. Most banks release the hold within 5 to 7 business days. If it persists beyond that, contact your bank directly and reference the authorization date.

Need a Refund

If a favor was not completed as described or not completed at all, you are entitled to a refund:

1. Open a dispute — Go to the favor details and select "Open Dispute." You have 48 hours after the favor is marked as completed.
2. Provide your side — Explain what went wrong and include any evidence (screenshots, photos, chat messages).
3. Wait for resolution — The AI Dispute Assistant and HEF team will review the case. If the favor was not completed, you receive a full refund. Partial refunds are possible for partially completed work.

For Favorecedores (Providers)

Payout Not Received

If your payout has not arrived, check these common causes:

1. Verify your Payoneer account — Make sure your Payoneer account is fully set up and verified. Incomplete accounts cannot receive payouts.
2. Check processing time — Payouts are processed weekly and arrive in your Payoneer account within hours. From there, you can withdraw to your local bank anytime.
3. Review your bank details — Confirm that the bank account linked to your Payoneer account is correct and active. Incorrect details will cause the payout to bounce.
4. Check your HEF balance — Open the app and check your earnings dashboard. If the payout shows as "Sent," the delay is on the banking side. If it shows as "Pending," it has not been processed yet.

Payout Amount Seems Wrong

If the amount you received is less than expected, review the deductions:

• 17% platform commission: HEF deducts a 17% commission from every completed favor. For example, if the favor was C$600, you receive C$498.
• Transaction details: Check the transaction breakdown in your earnings dashboard for a line-by-line view of all deductions.

Payoneer Account Issues

If you are having trouble with your Payoneer account:

• Verify your Payoneer account is active and fully verified (including identity verification).
• Confirm your bank account details are correct — account number and bank name must match exactly.
• Check that your Payoneer account supports receiving payments in your currency.
• If the issue persists, contact Payoneer support directly, as account-level problems are handled by their team.

Cash Favor Balance Owed

When you complete a favor paid in cash, you still owe the 17% platform commission to HEF. This balance is tracked in your account:

• The commission is automatically deducted from your next card-paid favor payout — no manual transfers needed.
• Your outstanding cash balance is visible in your earnings dashboard under "Pending Commission."
• Keep doing card-paid favors regularly to keep your balance low.

General: How to Contact Support

If none of the above solutions resolve your issue, contact HEF support:

• Open the app and go to Settings > Help > Contact Support
• Include your transaction ID or favor ID in your message
• Describe the issue clearly and include any screenshots
• Our support team typically responds within 24 hours