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stripedarts
Community Member

Agency member profile approval (client is ready to send an offer)

Hi, Upwork community.

 

We have a client from the Upwork and he's willing to give us a new project, however, the specialist selected by the client is not able to get his profile approved. I already added him as an exclusive agency member, but he's not available in team members list and client is not able to send him an offer.

I tried to contact support via email, but it turns into a ping-pong messaging with templated answers. I ask support how to solve the issue and they say that freelancer should contact them directly. On his direct request (with mentioning of the client and a job waiting for him) he gets a templated reply that there is no place for him here for now. Then I contact support again, describe the issue with auto-reply that freelancer is getting, get the reply that my request is forwarded to the appropriate deprtment and later getting same templated reply that freelancer should contact them directly. Seems like a loop.

 

Will appreciate if support or the dedicated team that reviews profiles could please review his profile for approval. Either please share the contacts of the dedicated team.

 

We have agreed on some deadlines with the client and there is marketing budget already planned upon project release, so this delay really makes our and client's life harder now.

 

I will be glad if any assistance can be provided to help verify our specialist profile and ensure the collaboration with the client is successful.

5 REPLIES 5
BojanS
Community Manager
Community Manager

Hi Oleksandr,

 

I apologize for the delay in resolving this case. I’ll go ahead and follow up with the team handling your case and you can expect to receive an update on your ticket directly.

 

Thank you for your patience.

~ Bojan
Upwork

Thanks for a prompt reply, Bojan! It really will help if this issue will be solved soon, as I don't want to bother client with unneded details while explaining him why he still cannot send and offer and project is on hold.

Unfortunately, it didn't help. And our conversation with support looks like a loop.

 

In short:

Me: "How I can get an offer for my company employee from specific client for specific project?"
Support: "We cannot discuss other freelancer profile with you. Ask him to contact us"
Support to our employee: "No, but get luck in future"

 

And this conversation repeats for many times for more than a week already.

 

So, my question was not adressed at all. I'm not asking about any of his profile details and each time trying to describe what specific issue we have and asking how can we solve it. But getting a template reply each time.

 

Just to clarify, the problem by points:
- We have a full-time employee in our company.
- Client chose him for a new project.
- Client is willing to start it ASAP and as usual in business - there is a cost of delay.
- Finally: client is not able to send the offer to our employee.

 

I would like not to be the source of business losses to our client.
Also we already discussed 2 more hirings and client is ready to "buy" 2 more FTE from our company, but I even don't know how to present it to him considering how hard is to make hiring process done from technical side. So for me it's not only reputation loses because of project start delay, but also a potential lose of 2 new long-term contracts.

 

I asked support to confirm, that they do not have a solution for described problem and cannot provide us with clear and specific steps for our client to start working with our employee ASAP via Upwork. So I could share this info with my client. But this request was also ignored.

 

I met in person and have phone number of Kateryna Bozhkova, but she's not a community manager here in Ukraine anymore. It was easier to solve similar issues before using simple voice communication.

 

Does anybody know how to schedule a group call with some Upwork representative, me and our team member? Otherwise it looks like a hopeless ping-pong messaging without addressing any of mentioned concerns.

Problem solved, will update the post later today.

Ok, to conclude - it was hard to break through support template replies. Still, I'm not blaming at all. I understand that support is probably overloaded with tons of senseless requests. And templates is the only way to deal with this problem. I apologize to all support representatives that I contacted with if my requests looked offensive. There were no intentions to be unpolite, I was just a bit stressed because of business situation and loop-like communication. Thanks everyone for the help. Upwork is the great platform and this is why I'm here for many years already. There was a problem, but it's finally solved. And this is the most important. Thanks again.

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