I Got Paid, But Some Hours Are Missing. What Should I Do?

If you received fewer hours than expected, follow these steps:

1. Compare your hours in your payment app with your time logs in Jibble or your project-specific time-tracking tool (if applicable - some projects may not track time).

2. If you forgot to log hours before the cutoff date, you'll need to request your timesheet to be reopened. For this, please use the Timesheet Reopening Request Form. Ensure that you attach your manager's documented approval when submitting the form (email or screenshot). This is necessary for processing your request and temporarily unlocking your timesheet for corrections. Once unlocked, we'll notify you to update the missing hours. Your Manager will need to approve the adjustment before any pending payments can be processed.

3. If your hours were logged correctly but not paid, request to speak with a human agent.

Completed Payment App Setup Late (after last calendar day of the month)?

If you missed the cutoff or finished your Payment App onboarding late:

• Your payment will be processed as an adjustment

• It will be released by the 10th calendar day of the following month

Bank account details

• Can I use a USD domiciliary account? No, you'll need to provide a bank account located in the same country of the Service Agreement signed. Your payments can only be processed in local currency.
  

• I entered incorrect bank account details. How do I update them? You can update your bank account details directly on your payment app.

  • If you were engaged through the Turing flow: please email support@turing.com for further Product support.

  • If you were engaged through the Deel flow: please reach out to Deel's support on their website.

  • If you were engaged through one of our partner's flows: please reach out to the partner for further support.

  • If you were engaged directly through one of our entities: please email support@turing.com so that our internal team can help you with the answer.

• The transfer fees are too high, can we reduce them? Transfer fees are decided by our payment vendor and we have no control over them.
  

Payment difference

Why is there a difference between the amount I'm owed and what I'm paid?

This is due to transfer fees and conversion rates:

• Transfer Fee — based on the payment method selected during onboarding.

• Conversion Rate — the exchange rate applied from USD to your local currency.