Table of Contents
Overview
To keep things running smoothly and securely for everyone on our platform, we sometimes need to take a closer look at certain accounts. This is part of our account review and risk controls process, and it helps us make sure everything’s above board — whether that’s spotting unusual activity or just making sure your account is set up for success.
Reviews and holds may occur at any time and are designed to make sure everything is operating as expected. These actions are standard practice across payment platforms and can help prevent fraud, reduce chargebacks, and ensure regulatory compliance.
You might see a few things pop up during this process, like:
- A request for a bit more documentation
- A temporary hold on some funds (called reserves or delay days)
- A review of your processing limits or payout schedule
We know these reviews can feel a little inconvenient, but they’re designed to protect both you and your clients. This guide walks you through why reviews happen, what they involve, and how you can navigate them smoothly.
Why was my Jobber Payments account closed?
If your business doesn’t meet Jobber’s service guidelines for Jobber Payments, we’ll notify the account owner by email using the address connected to your Jobber account. The email will explain why your account has been closed, and you may also see a notice right at the top of your dashboard with more details.
If you believe your business was reviewed in error or categorized incorrectly, you’re welcome to request a reassessment by replying back to your account closure email from Jobber.
For more details on what’s required to keep your account in good standing, review the Jobber Payments Terms of Service.
Restricted businesses list
Please note that certain industries and business types are not eligible to use Jobber’s platform. If your services fall under our list of restricted categories, we’re unfortunately unable to support payment processing or account use. You can review the full list of restricted business types in the User Covenant section of the Jobber Payments Terms of Service.
Jobber Payments account holds
Once your Jobber Payments account is set up, you may receive a notification in your Jobber account or an email letting you know that your payments account is on hold. This message may include details about what’s needed or ask you to reach out to our Support Team. Please note that only the account owner can view specific account information.
The best place to start is by checking the message in your Jobber account or the email we’ve sent. These will outline the steps you need to take to get things sorted quickly. If the instructions aren’t clear or you need more help, feel free to get in touch with our Support Team, we’re here to help.
Why is my account on hold?
Account holds can happen for a number of reasons and are specific to each Jobber Payments account. As part of keeping accounts secure, we may review your account from time to time.
Common reasons for a hold might include missing or outdated business information, concerns related to service eligibility, or account activity that may need further review—such as patterns in refunds, chargebacks, or payout behavior that could affect your ability to process payments reliably.
For more details on what’s required to keep your account in good standing, review the Jobber Payments Terms of Service.
How can I continue to receive payouts?
The quickest way to lift a hold on your Jobber Payments account and get back to receiving payouts is to provide any requested information and respond directly to any emails you’ve received from Jobber.
Can you appeal a decision?
Yes, we understand that each situation is unique, and we're here to help. Our Risk Team reviews account decisions on a case-by-case basis and may be able to re-evaluate depending on the circumstances.
As part of the review, we may request supporting documents or additional context. While final decisions are made at Jobber’s discretion, we aim to be fair and considerate by balancing your business needs with our risk requirements.
To help move things forward smoothly, we recommend:
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Responding promptly to emails from our team
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Providing any requested documents
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Reducing refund or chargeback rates where possible
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Ensuring a consistent account balance
We're committed to making the process as straightforward as possible while ensuring a safe experience for everyone using Jobber.