UPDATE: This thread has been closed from further replies.
To our valued contractors, Please accept our apologies for the bug that some of you experienced this weekend. We have been working around the clock to fix it and I’d now like to clarify what happened and how it's been fixed. This weekend, we began a one-time effort to split the financial accounts of users who have accounts for both working on oDesk (contractor and agency accounts) as well as for hiring (client accounts). As described in this help article, this change was necessary to ensure we continue to meet legal and regulatory requirements. Unfortunately, in making this change, some of you experienced a situation in which we moved your balance to your client or agency account, when you expected it to be in your contractor financial account. This was clearly very alarming for those of you who saw a $0 balance and did not know the money was in your other financial account. Please know, that although this error caused an inability to access funds for some of you, at no time were your transaction history, pending payments, or earnings lost or at risk. They were always in your account, just for some, in the wrong place. We’ve been working to correct the situation as rapidly as possible. Please identify which of the four categories below best describes you and then note your correction: 1. If you are an independent contractor with a client account that has never been used (note: you may not even remember that you created a client account) your balance and transaction history are once again in your contractor financial account. 2. If you are an independent contractor who has had an active client account in the past but who hasn’t paid for any work in the past 30 days, your balance has been returned to your contractor financial account. Your transaction history has moved to your client account. This is in order to keep all your transactions - past client and contractor - in one financial account. 3. If you are an independent contractor with a client account where you have paid for work in the past 30 days, your balance is in your client financial account. While we cannot allow future contractor earnings to be used to pay for client work, many of you may not have been ready for this change and were counting on using your balance to pay for your client work. We therefore decided to allow it in the short term. Your current balance that is now in your client financial account will be applied against any future invoices, including today's invoices. If we have made the wrong decision in your case, and if you would instead like to withdraw this balance, please contact our customer service team - they are standing by to help you make these withdrawals. 4. If you are an independent contractor who also has an agency, your balance, as well as your transaction history, has moved to your agency account. You can withdraw funds directly from your agency account by going to Settings > Get Paid. If you believe you fall into a different situation than one listed above, please contact us so that we can help resolve your case. Keep in mind that this was a one-time change. Now that each type of account is separate, future earnings will stay in whichever account they are earned. Please also note that, in the future, money you earn as a contractor cannot be used to pay for work you hire for as a client. Again, we deeply apologize for our mistake. Our desire is to delight our valued customers and we fell short of our own standards this time. We are redoubling our efforts to serve you well in the future. Humbly yours, Stephane Kasriel VP, oDesk Product
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