I cannot retrieve my payment

You have carried out a job and the money is available on your e-wallet on NeedHelp, but you are unable to make your wire transfer.

At the time of your first online payment, our payment provider (Mangopay) carries out a more detailed study of your identification documents (documents that you transmitted to us).

If our payment provider refuses your documents, you will see the message “your identity document has been refused by our payment provider”.

Don’t worry, this refusal may be due to several factors:

• The quality of the photo (blurred, for example)
• The document is cropped or a character is illegible
• The document is no longer valid

To resolve this problem as quickly as possible, we invite you to upload other documents or a better copy of the documents on your profile. You can also send the documents to our customer service via the email address [e-mail]  so our customer service can handle the case further for you.