Fiverr Community Forum

When to cancel?

I’m new to Fiverr so…there’s that.

I had a customer purchase something that would take hours of work. (I’ve taken the gig down for the time being, until I can figure out a way to word it better). I also am not able to actually do the job the way it is described because when I logged into their account on the site in question, it locked it because of suspicious activity.

So at what point do I cancel? Or should I apologize profusely for getting their account locked (they just need to reset their password, nothing crazy), tell them what I was going to do so they can do it themselves, and add a freebie or just cancel the whole thing? Yikes! This was not an ideal first gig!