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 customers can add time to a job in progress by contacting the customer experience team.
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 your customer is having trouble contacting Handy, simply ask them to confirm the extra time via text message or in app chat, and the Handy team will be able to verify.