Help Center

Guides and answers for homeowners and workers. Still stuck? Contact us.

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Guides for Hire mode

These links follow your active header mode. Switch Hire / Work to see the other set.

For everyone

Getting started

What is Hire vs Work mode?
One account can do both. Hire is for booking help at your property. Work is for offering services and claiming jobs. Switch anytime from the header after you enable a service profile.
How do fees work?
Owners pay the job price plus a PropKeep booking fee: 15% the first time you complete a visit with a helper, 10% the next time you book that same person, then 5%. An open job shows 15% until someone is confirmed. Workers earn 95% of the job price (a 5% platform fee is withheld). Optional Priority match adds 10% for faster matching — that surcharge goes to the platform, not the worker. Totals are shown before you post or send a request. Worker late-release fees (15% from 1 week to 48 hours before start, 25% from 48 to 24 hours, 50% within 24 hours) or at-fault dispute fees (25% of job pay) come out of the worker's next payout. Owner cancel fees come from the card hold on that booking. See Cancellation & refunds.
Do I need a separate account to hire and work?
No. Sign in once, then switch modes in the header. Hire manages properties and bookings; Work is for your service profile, jobs, and earnings.
Which languages are supported?
The app UI is available in English and French. Change language from the header.
Where do I find Messages vs Updates?
Both live under Notifications. The Messages tab is for job chats with your cleaner or the property owner (and PropKeep support on a job). The Updates tab is for status alerts — a job claimed, cancelled, or finished. On a phone, open Notifications from the bell or from More.
Is PropKeep available on my phone?
Yes — use your mobile browser. You can also install PropKeep as a home-screen app (PWA) when your browser offers "Add to Home Screen." Push notifications are optional from Account.

For homeowners (Hire)

How do I book someone?
Add your property, then either Post a job for nearby workers to claim, or open Find help to browse workers and request someone specific. You'll get an update when they confirm.
What should I put on a property listing?
Name, address, access notes, and the services you need (cleaning, lawn, junk removal, scrap pickup, and more). Clear expectations — supplies, hot tub, checkout time — help workers quote and show up prepared.
When do I pay?
With live payments, your card is authorized when a worker confirms and charged when the job is completed. Add a payment method from Account or when posting a job. In demo environments charges may be simulated — see the notice at the top of this page.
What if I need to cancel?
Open the booking and choose Cancel (under secondary actions). Free if you cancel more than 48 hours before the job; 50% between 24 and 48 hours; full job amount less than 24 hours before. We show the fee before you confirm. Once a job is in progress, report a problem instead. See also our Cancellation & refunds page.
Can I book recurring visits?
Yes. When posting a job you can create a series (for example weekly cleans). Each visit is tracked separately so you can message, cancel, or reschedule individual occurrences.
How do I report a problem?
If something went wrong on a completed or in-progress job, open the booking and Report a problem. Our team reviews it in the admin Resolution center and can issue refunds. If the worker is at fault, a fee (25% of job pay) is withheld from their next payout.
How do reviews and tips work?
After a job, you and the worker can review each other. Reviews stay hidden until both sides submit (or a short window passes). Owners can also send a tip from the completed booking.
Referral credits and promo codes?
Share your referral code from Account. When someone you invite finishes their first job, you get $25 credit. On Post a job, tick Use referral credit to spend it on a one-time visit. Credit is taken when you post. It is not given back if the job is cancelled or no one takes it. A promo code is a different box on that page — it is not the same as your credit.
How do I keep my property and family safe?
Prefer verified workers, share access codes only in the booking thread, and use in-app messaging for job details. Report concerns via Contact. See Acceptable use for community rules.

For workers (Work)

How do I get jobs?
Finish your service profile, availability, and agreement. Then open Find work to claim open jobs, or wait for owners to request you. Identity verification and payouts unlock trust and pay.
What do I need before I can claim work?
A completed service profile (categories + area), acceptance of the current worker contract, and availability hours. Identity verification and a Stripe payout account are strongly recommended before you take paid jobs.
When do I get paid?
You keep most of each job price. After you check out, pay is released to your connected Stripe payout account when live payments are on. Late-release fees (15% from 1 week to 48 hours before start, 25% from 48 to 24 hours, 50% within 24 hours) or at-fault dispute fees (25% of job pay) are taken from your next payout. Track everything under Earnings. Demo environments may simulate payouts.
What are check-in and check-out?
When you arrive, open the booking and tap Check in / start job. When the work is finished, tap Mark work done, add after photos (at least one), then tap Check out & get paid. The job stays “in progress” until you check out.
How do before and after photos work?
Photos protect you and the owner. Recommended order:
  1. Check in / start job — take before photos (you can add several) so the starting condition is clear.
  2. Do the work, then tap Mark work done.
  3. Add after photos (at least one is required).
  4. Tap Check out & get paid — without after photos you cannot finish or get paid.

Find uploads on the booking under Before & after photos. Use your phone on site. If you get a reminder to upload after photos, the job is still waiting for check-out.

What if I need to decline or can't make a job?
On a new request, respond within the window (usually 24 hours). After you accept, open the booking and choose Release this job before check-in. Fees are based on time before the job starts: free more than 1 week out; 15% from 1 week to 48 hours; 25% from 48 to 24 hours; 50% within 24 hours — taken from your next payout. The job goes back on Find Work with a free Priority match. Once the job is in progress, report a problem instead. See Cancellation & refunds.
How does availability work?
Set weekly hours on your profile. Jobs outside those hours are harder to claim. You can also block individual dates (vacations). Having no hours set means you're treated as generally available.
What do Verified / Insured / Background checked mean?
Verified means identity verification via Stripe Identity when payments are live, or a manual admin review when Stripe Identity is not configured. Soft-launch target for manual reviews: 24–48 hours. Insured and Background checked are separate admin toggles after PropKeep reviews evidence — they are not automated third-party certifications.
How do taxes and year-end summaries work?
You are an independent contractor. Track your own income and expenses. When available, open Earnings for a tax summary export to help with filing — it is not tax advice.

Payments

Are payments live or simulated?
Check the banner on this page and on Post a job / Earnings. When Stripe is configured, card charges and Connect payouts are real. When it is not, PropKeep uses a simulated ledger so you can still walk through booking → complete → review without a real card. Do not enter a real card while the amber "simulated" notice is showing.
Where do I add or update my card?
Homeowners: Account → payment method (Stripe Checkout setup). Workers: connect payouts from Earnings.
What if a charge looks wrong?
Open the booking for a receipt when available, or report a problem on the completed job. You can also contact support with the booking ID.

Trust & safety

Use in-app messaging for gate codes and instructions. Prefer verified workers. Report unsafe or inappropriate behaviour through Contact.

See also Acceptable use and our Disclaimer.

Account & data

How do I change notifications?
Open Account → notification preferences. You can control email, SMS (when opted in), and optional web push for booking updates.
Can I export or delete my data?
Yes. From Account you can request a data export. Account deletion follows our Privacy Policy (PIPEDA-aligned): personal identifiers are removed while booking shells needed for legal/tax records may remain. See Privacy.
I deleted my account — can I sign in again?
Yes. Sign in with the same Google (or other) provider to create a fresh account. Old bookings under the deleted profile stay anonymized.

Need more help?

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