While the Handy platform will try to estimate how much time you’ll need to provide a complete service for the customer, sometimes you might run out of time. If you need more time, please communicate that to the customer and allow them to request additional time. Only the customer is able to approve the addition of time to a job, so if you don't confirm it with them, you won't be eligible for additional hourly pay.
It can sometimes take a while for the Customer Experience team to read a customer's request and make the change. But, as soon as you have confirmation from your customer that they emailed Handy, you should work the additional time if you are able.
If your customer is having trouble contacting Handy, ask them to confirm the extra time via text message with the Handy provider phone number or in-app chat, and the Handy team will be able to verify.
Please also see - Add to or deduct time from the job.