๐Ÿˆ Community
e9c7fdb3
Member

How to contact Upwork customer service support?

thanks guys

138 REPLIES 138

Hi Goran,

I need to urgently contact customer support, however, I am going round in circles throughout the website trying to find the green button "Get Help from Upwork", without success. Can you help please?

Thank you

Lidia

g_vasilevski
Retired Team Member
Retired Team Member

Hi Lidia,

One of our agents will contact you shortly and assist you further, thank you!

~ Goran
Upwork

When I do that the green link just disappears...I am trying to validate my US address with a photo of my driver's license.  I have tried to upload photos but none of them I work.  I think this is because Florida just redesigned the license and a lot of scanners are not reading it properly.  Any other ideas?????

Hi Laurie,

Our support team can assist you with uploading your Florida ID. I checked your account and was unable to recereate the issue with the link to contact Customer Support missing when it is clicked on. Please clear your cache and cookies or try to access Upwork through an alternate browser and try again to use the green link. Please let us know if you are still unable to get in touch with customer support after following Avery's advise in this thread, at which point we'll be happy to assist further. Thanks!

~Nina

When I click on that link, I see no green button anywhere on the page of the sort you describe. What am I doing wrong.

 

Hi Judith,

 

One of our team members will reach out to you directly and assist you further. Feel free to reach out to us here at any time. We'll be happy to assist you directly and answer any questions that you may have.

~ Bojan
Upwork

Hi there,

I need direct support concerning my VAT number, but unfortunately I can't find a direct way to communicate with a person from customer support. Could you please send me a e mail adress or a number I can communicate through?

Thanks

Thomas

Hi Thomas, 

 

You can click the question mark icon that shows at the bottom right corner of this page. You may be asked what type of account you need help with, go ahead and select the best option. If you don't receive the information you're looking for, you can click "Ask something else" for more options, including contacting our support team.

 

Please feel free to share more information with us here in the community also and we'll gladly help you with it. 

~ Joanne
Upwork

i can't show green button Get Help from Upwork

I can't verify my paymet to complete my contract

aocumen
Community Manager
Community Manager

Hi Max, 

 

I've shared your account information with the Customer Support Team and they will reach out to you through an email to assist you further. 


~ Avery
Upwork

this link is no longer active.

 

is there another way to get help from upwork?

 

i'm stuck on step 4 of job post = expertise.

 

will not let me advance past here.

Hi Thomas,

 

Kindly choose from the options presented to you on that job creation step (tab). Choose the skills and expertise you're expecting from the Freelancers. Once you do, you will be able to proceed further with your project creating.

 

Let us know if you need any further assistance.

 

Thank you. 

~ Bojan
Upwork

Yes Iโ€™ve don't that.

The next box at the bottom is greyed out. I can only go back. Please look at the picture.

Iโ€™ve cleared all cache, reset DNS and gone incognito.

My account is stuck on this page: https://www.upwork.com/ab/job-post/1107733001225678848/1107733804042203136/expertise/ontology
aocumen
Community Manager
Community Manager

Hi Thomas, 


I was able to replicate it, although I'm not sure if we both missed a step. I'll go ahead and check this with the team so that they can look into it further. I'll get back to you once I have more information. 

 

ETA: Hi Thomas, could you please try going to your account Settings page, and updating your company information by adding your address. The team has confirmedi that this usually happens when the company information is not yet updated. Let me know if the issue persists. 


~ Avery
Upwork

Hi, I have tried adding my credit card to my client account but it keeps saying failed to authorize, please contact....
How can I add my credit card or is there a specific card to add?

Hi Obinna Onourah,

 

May you please clear your cache and cookies or log in with another browser to check if you`re still experiencing the same issue. Let us know if the issue persists.

 

To learn more about available billing methods please check out this Guide.

 

Thank you.

~ Bojan
Upwork

I want to increase my freelancer hours this week by 2 hours from 5 to 7 . Please help

Hi Patricia,

 

You can increase a weekly limit on the number of hours a freelancer can bill by following instruction shared in this help article.

 

Let us know if you need any further assistance.

 

Thank you.

~ Bojan
Upwork

I tried to start Upwork in the middle of the night last night.  I am trying to hire someone however I inadvertantly pushed a button that thinks I am looking to be hired.  I do not know how to tell the program that I want to hire someone, NOT be hired

 

Fran Schreck

Hi Fran,

 

I've shared your concern with our team, and one of our agents will reach out to you directly via a support ticket. Thank you!

~ Joanne
Upwork

That link button on the support page  does not work and is clicking empty

Hi Nayla,

 

Could you please go to our Help Center and log in to your account. Once you`re logged in, click on your name at the top right corner and select My Requests. Thank you.

~ Goran
Upwork

I need to create a support ticket but I can't find any way to do so. How can I contact a human support agent directly?

Hi Daniel,

 

Our team will reach out to you via ticket as soon as possible and will assist you further. If there's anything else I can assist you with, let me know. Thank you.

~ Goran
Upwork

Goran,
I too need to contact customer support. I have hit the button and got a BOT. Furthermore a stupid bot. I have been told by this bot several times that someone will be "in touch." It doesn't say HOW or WHEN they will be in touch and no one has ever contacted me!!
There should NEVER EVER be a reason or a situation in which we can not get immediate help. I am new to Upwork. I have done a ton of reading about. There is still stuff that isn't clear. I am LOSING jobs because I do not know how to proceed. I'm sorry but a business like this should not be hiding behind a bot. Situations come up often that need answers quick. I will bet you that they take their cut of jobs right away. But if I cannot get help...they will never get a cut of $ from me and my work

Hi Christine,

 

I can see that one of our agents actually reached out via this support ticket when you attempt to get in touch with our support team. Also, you can share more details here about the situation you're experiencing and we'll be happy to assist.

 

Thank you,

~ Luiggi
Upwork

re: "There should NEVER EVER be a reason or a situation in which we can not get immediate help. I am new to Upwork. I have done a ton of reading about. There is still stuff that isn't clear. I am LOSING jobs because I do not know how to proceed. I'm sorry but a business like this should not be hiding behind a bot. Situations come up often that need answers quick. I will bet you that they take their cut of jobs right away. But if I cannot get help...they will never get a cut of $ from me and my work"

 

Christine:

It looks like today is the first time that you ever posted in the Community Forum.


For future reference, the Community Forum is an excellent place to get your questions answered. People are actively helping other users here every day of the week, around the clock.

 

What is it that you have a question about?

g_vasilevski
Retired Team Member
Retired Team Member

Hi Shay,

Follow the instruction in my previous comment first. Afterwards im not sure what category you need but see the image below, you can select make payments or Other.
After you click next you will be asked if you want to submit as Ticket/ Live Chat or make a Phone call to Customer support. 

 

 

1.PNG

~ Goran
Upwork

Hi, Goran!

 

I think Shay meant this issue (check the screenshot, please)...

 

There are no options to select the phone call, live chat support or ticket

 

2017-05-06_2044.png

 

I have the same question, how can I contact the support guys?

 

Thanks in advance

Yes! Thanks Alex, that's the problem I'm having.

**edited for Community Guidelines**

My hire dissappeared and left me trying to put together peices he was working on. I have not been able to get a hold of him for at least a week now, essentially rendering his service inadaquate as this has created more work for me in backtracking. Either you can contact me, or VISA will be contacting you. It would be easier to mitigate this between your company and myself. If not, and there is no response from you, my bank will unilaterally reverse charge your account and your company will be left wth a deficit of funds. There is not really much alternative when this happens due to the VISA buyer protection. Please contact me soon. Thanks.

 

   

**edited for Community Guidelines**

From my earlier message regarding a charge back from your account: When I file a VISA buyer protection claim, VISA, at that time, pulls money back from your account and into mine. If they do not hear from a representative, or if there is no explanation, mitigation, etc; if there is nothing to dispute my claim, the money stays back in my account.

**edited for Community Guidelines**

Kristoffer, this is a public forum. For your own protection you shouldn't be posting your email address here (and it's against forum rules anyway so it'll get zapped by a mod soon).

 

If you want to dispute a payment with Upwork, you should refer to this help article. Initiating a chargeback without first going through the correct channels with Upwork might result in your client account getting suspended. (NOTE: I'm not an Upwork rep, I'm a fellow client. This is NOT a threat. It is simply advice to help you resolve your issue.)

aocumen
Community Manager
Community Manager

Hi Kristoffer, 


I checked your account and can see that you were able to lodge a ticket for this issue with our Customer Support Team. They are currently investigating it, and has escalated the issue with the proper teams. Should you have other questions, please continue communicating with your Customer Support Agent and she will assist you. 


~ Avery
Upwork
g_vasilevski
Retired Team Member
Retired Team Member

Hi Alex and Shay,

We just received this error from freelancer also. The problem is escalated to our engineer's and they are trying to replicated it. Only a small portion of accounts are affected but it should be resolved soon.
If you have an urgent problem send me the details in PM.

~ Goran
Upwork

Thanks Goran....what is PM? How do I find it?

Hi Shay,

 

You can click on the name of a community member or a moderator and send them a private message.

~ Valeria
Upwork

I need to give a freelancer a 5 star review for work he did in 2014. I forgot to do it and it looks negative- Jeff Palley was amazing and I can not find my old account since this was Elance then. Please help me. I hate to think his score is low because of my error. He was amazing !

aocumen
Community Manager
Community Manager

Hi Sierra, 


Unfortunately, you will not be able to leave feedback for this user unless you hire him for a job. If this was a job in 2014, his score for this contract will not be included in his Job Success Score calculation as it has already passed the 24-month window. 


~ Avery
Upwork
Learning Paths