What do I do if I didn't receive a payment, or my vendor didn't receive my payment?
Hopscotch users can verify successful payments through their Accounting Page Completed Tab. Confirmation notifications are also sent to the payor's and payee's email addresses.
If you sent a payment to a business that is not on Hopscotch via email, the funds will be sent to the bank account they provided Hopscotch. Payments to non-Hopscotch users take 2-3 business days to complete.
If the payee is a Hopscotch user and did receive a notification from Hopscotch, but cannot locate the funds:
- It’s important to note that funds are sent directly to the recipient’s Hopscotch Balance, not their linked bank account. To move money to a linked bank account, the recipient needs to transfer the payment from their Hopscotch account to their bank account.
- If the recipient is still unable to locate the payment, please have them contact support@gohopscotch.com. Our team will only be able to discuss their account with them.
Can I pay or invoice a business that is not on Hopscotch?
Of course! To pay or invoice a business that is not on Hopscotch, please follow these steps:
- Click 'Pay or Get Paid'
- Type the business name within the search field
- Click 'Add and invoice <Name> as a new business'
- Input the business and contact details
- Once added, you'll be redirected to their profile - click 'Pay' or 'Get paid' to transact with the business
- Transactions sent to this business will be sent via the email you provided. Once you transact with the business, they will be added to your contact list.
Can I cancel my payment?
When you make a payment through Hopscotch, the funds are immediately debited from your connected bank or card and sent to your designated recipient. Once you make a payment, the transaction cannot be canceled.
The best way to retrieve your funds is to ask the recipient to send them back to you. Bear in mind that you’ll have to first send them an invoice for the amount you’d like to retrieve.
For more information on cancelling payments, please visit this article [INSERT]
Why is the 'Pay' button inactive on some business profiles?
If the 'Pay' button is inactive on a business profile, that means the business is an active Hopscotch user. To pay a Hopscotch user, they must send you an invoice first. This helps protect our community from bad actors.
Why is my payment “pending"?
You may have sent a payment to a recipient with an invalid email address. Please check the email address to ensure that is valid and active. To cancel a pending payment, please contact our support team.
What do I do if I made a payment by mistake or to the wrong business?
This is difficult to do on Hopscotch because of the following reasons:
- An invoice precedes each payment, so you would have had to received an invoice and paid it.
- After you initiate a payment, a second step is included in the process – a confirmation step. The screen prompts users to confirm that the payment is valid and correct. This step helps Hopscotch users prevent errors.
If you are sure that the payment was sent incorrectly, the fastest way to get your payment back is to send the recipient of the payment an invoice for the same amount with a message describing the mistake. Keep in mind our Support team won’t be able to reverse the payment for you unless the recipient reaches out to us directly with permission to take action.
Can I switch the bank account being used for my payment?
You can edit your payment method at any time before a payment is sent, but not after. To change your payment method or add a new bank account please visit Settings>Payment Methods.
- Click 'Add account' to securely connect a new bank.
- Click the select icon (three vertical dots) next to an existing account to change its status from Funding Account to Deposit Account or vice versa.
- Funding Account: Account used to transfer money to Hopscotch.
- Deposit Account: Account where Hopscotch balance funds will be sent when withdrawn (can only be a bank account).
What’s the most money I can send using Hopscotch?
Hopscotch uses a proprietary algorithm to calculate your payment limit - it is different for each user. In most cases, you will not reach your limit as we designed the model to promote transactions between businesses not restrict them.
If you’ve hit your limit and would like it to increase, please contact support@gohopscotch.com.
What if I receive an invoice or payment request from an unknown business?
If you receive an invoice from an unknown business, you should reject the invoice. Please visit this article for instructions on how to reject invoices.
Keep receiving invoices from unknown businesses? We recommend you block the user who sent you the request.
Remember, when you transact with a business on Hopscotch, that entity does not have access to your payment methods or sensitive details.
Why is there a duplicate charge on my bank account for a payment I made through Hopscotch?
When you complete a payment on Hopscotch, we will always use your Hopscotch Balance first. Gaps are covered using your Default Funding Account.
Example: Your Hopscotch Balance is $50 and you receive and pay an invoice of $100. Hopscotch will automatically pull $50 from your Default Funding Account to cover the difference between your Hopscotch Balance and your payment.
If you think there is an error, please contact us at support@gohopscotch.com
Where can I find details about my transaction history?
You can view your transaction history by visiting the Accounting page and clicking 'Completed' above the transaction table. This view shows your most recent, completed transactions.
It's important to note that your completed transactions may not add up to your Hopscotch Balance. This is because payments may use two sources of funds: your Hopscotch Balance and your Default Funding Account to cover any gaps. You can view the source of funds for a payment by clicking a transaction on the table, which will surface its details.
Example: Your Hopscotch Balance is $50 and you receive and pay an invoice of $100. Hopscotch will automatically pull $50 from your Default Funding Account to cover the difference between your Hopscotch Balance and your payment.
Can I send an anonymous payment through Hopscotch?
For security, it's important that payers and payees are visible to one another. It is not possible to send an anonymous payment on Hopscotch.
Can I use Hopscotch to move funds between two of my own payment methods or pay myself?
No, Hopscotch is designed to facilitate payments between two separate business entities. You cannot pay yourself.
Can I use Hopscotch to buy or sell merchandise, goods, or services?
Sure! Vendors or suppliers of merchandise, goods, and services, can send invoices, receive payments, and make payments through Hopscotch. Once you receive payment for merchandise, goods, or services, you cannot facilitate a refund through Hopscotch.
Can I use Hopscotch to collect or make donations to a non-profit?
Hopscotch does not currently support donations.