Sometimes a payment might not go through on the first try – and that’s completely normal. There are many possible reasons: your credit card may have expired, your account might have had insufficient funds, or a technical issue could have occurred. Whatever the reason, you're not alone – and we're here to help.
If a payment fails, we’ll notify you by email and inform you about the outstanding amount. You’ll also see a notification directly in your customer profile.
Will Helpling attempt to charge me again automatically?
Whether or not a new payment attempt will be made depends on your selected payment method and the reason for the failed payment:
Credit card expired:
No automatic retry will be made. Please update your card details manually.Insufficient funds on the credit card:
We will automatically try to charge the amount again after 72 hours.SEPA direct debit:
There is no automatic retry if a SEPA payment fails. This is due to the associated costs of failed direct debit payments.
How can I settle the outstanding amount?
You can easily update your payment details from your customer profile:
Log in to your account.
Go to “Account Settings.”
Click “Edit” next to “Payment Method.”
Enter valid payment information and save.
💡 Important: Even if your SEPA details haven’t changed, you still need to re-enter them to confirm and reactivate the payment method.
❌ Please note: Payment by bank transfer is not supported.
✅ Good to know: Once your payment details have been updated, a new attempt will automatically be made using the saved method.
What happens if I fall behind on my payment?
If a payment to your service provider is overdue, we will send you at least three reminders by email.
Please keep in mind:
Your cleaner will also be informed of the outstanding amount.
If the payment is not settled within 30 days of the invoice date, your cleaner has the option to hand over the claim to a debt collection agency.
→ We work with PAIR Finance for this process.
❗ Important: If your cleaner decides to hand over the outstanding amount to PAIR Finance, it will no longer be possible to pay via the Helpling platform. You’ll receive a separate notification from PAIR Finance with instructions on how to complete the payment. Once payment has been confirmed by PAIR Finance, we’ll be informed and will allocate the amount to the corresponding appointment(s) so your cleaner can receive their payout.
Summary
Payment failed? No worries – we’ll notify you immediately.
Whether we retry the payment depends on your payment method.
SEPA: no automatic retry – update your details manually.
Update your payment method directly in your profile.
No payments by bank transfer – only via saved payment method.
Unpaid amounts can be passed to PAIR Finance after 30 days.
If you have any questions or need assistance, don't hesitate to connect directly with one of our friendly service agents – we're happy to help!