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e9c7fdb3
Member

How to contact Upwork customer service support?

thanks guys

138 REPLIES 138
g_vasilevski
Retired Team Member
Retired Team Member

Hi Sumeet,

Go to this Link, at the bottom you will see a green button Get Help from Upwork. Specify your problem click next and you will be asked how to proceed ticket/live chat or phone.

~ Goran
Upwork

I don't see what you are referring to. They just have different categories but none that you stated.

Except that doesn't work. It only brings you back to the community. How do you actually interact with customer support?

Hi Jessica,

Did you tried basic troubleshooting?
Please clear your cache and cookies or log in with another browser to contact our customer support, if the problem is not solved let me know. Thank you!

~ Goran
Upwork

Yes. And despite not having sent a message, somehow a ticket was created. When I go to the site and interact with that ticket to provide additional info/communication, I get an email saying that I responded to an email that isn't monitored (even though I made the response IN Upwork). So it seems Zendesk isn't managing things very well for you (see screenshot).

Hi Jessica,

Thank you for the detail report. Our team will investigate this further and will contact you soon with more details via ticket.
If you encounter any problems on your end feel free to ping me here or send me a PM.

~ Goran
Upwork

Hi!! I have a question. My client disputed my payment and ended my contract. I was wondering if how could i get my salary? since they message me that they refunded my client.

 

**Edited for Community Guidelines** 

I'm just using my partner's account.. My Name is Ma. Athena Jimera.

I've been overbilled for connects and they arent even showing in my account so am not able to send out proposals. The UpWork Help page basically just has the user go in circles without any way to get help specific to my account.

Hi Melanie,

 

I apologize for the inconvenience this caused. One of our team members will reach out to you directly via support ticket to assist you with your concern.

 

Thank you for your patience. 

~ Bojan
Upwork

This exact same thing happened to me!  Upwork has no phone number to call for support, and the help and Support is uselesss regarding this topic, goign in circles.  I somehow called a number last night and they seems like they helped, but still same problem today

Hi Rediatu,

 

I'm sorry to hear you had trouble getting in touch. We'll have one of our agents reach out to you via a support ticket to further assist you.

Thank you.

~ Luiggi
Upwork

I completely agree. You are left to chase your tail. It is extremely frustrating. As I was searching for a way to email or chat with Upwork support, I found several articles that list list 10-20 freelance sites like Upwork. I will be looking into them and their methods of support. I'm sure I can find someone who will be glad to help and make money off of me.

i have a BIG question regarding customer support with Upwork.  Firstly, as the other member said, there is no phone / no email for customer support with Upwork.  That makes one a bit leery.

 

Second, thru my own fault, I was unaware that my alias of "Emma Peel," was being used as not only my user name for login, but as my REAL name.  That is not a good thing.  My real name is not even similar to Emma Peel.  I tried to change my name, and it says it's under review, but I must ask how long such a course of action takes.  Is it possible to delete my account and start all over again?

 

Thank you.

Hi Emma, 

 

I'm sorry to learn that you were unable to contact the Customer Support Team directly. Please know that we should be able to assist you here. 

Your name-change request is subject for review, and may take around 48 hours for review. If the name-change request was not approved, you can come back here, and we'll assist you further. 


~ Avery
Upwork

Hello Avery

 

Hope yyou are good, I seriously need help... my security questions, is rejecting my answer... I have tried all the posible answers even the correct answer... I wanted to change my email address, since my domain extenstion was changed from .design to .com and I cant access the email, in the .design extension which I used to open my account... I have even contacted namecheap,  they said they cant access my old email... they have tired but no backup...

 

I really need my email changed from, .design extension to .com extension... and my security answer updated

Hi Bright,

 

To reset your security question or password, please fill in the account recovery form here. This will automatically create a support ticket, and one of our agents will assist you in regaining access to your account. Thank you!

 

 

~ Joanne
Upwork

thanks Avery

 

but 

I updated my Mac, so anytime I try to click on the link you gave to me I recieve a message thus

" We do not recognize your device. Would you like us to send you an email to **Edited for Community Guidelines** with instructions on how to update your security question? "

 

as I mentioned before our extension has been changed to read **Edited for Community Guidelines** no longer **Edited for Community Guidelines**... and I cant access this any longer

Hi Bright,

 

I shared your concern with the rest of our team and one of our agents will reach out to you directly via a support ticket to assist you further. Please note that a copy of the ticket will arrive in your email as well from where you can continue the correspondence with our team.

 

Thank you.

~ Aleksandar
Upwork

Please i submitted many times and many times !! Please i need an answer?
Why my account has been suspended??! What i did?! Is that even justice? I dont have answer and didn't have any causes ?! I want to know what happen for that ?! I'm checking my mail every day ?! Where customer service? And how that happening?! I'm frustrated and disappointed .. hope any one answer me .

Hi Ahmed,

 

Thank you for your message. I see that there is a support ticket already initiated for the same concern. One of our team members will reach out to you via ticket as soon as possible and assist you further.

 

Thank you.

Pradeep


Upwork

Thank you..

But i'm suffering from this problems for abou weak .. my old acc susspended idon't know why i didn't got reason? 

I made a new accout (this acc) and also stopped :" with this ticket and where i will be notified .. i need to fix this issue i'm still have task to be graduated from iti .. 

Thanks i appreciate your answer. 

Hi Ahmed,

 

I can see that one of our agents has updated your ticket already to assist you further. Please check your ticket by going here

~ Joanne
Upwork

Hi Emma,

 

Could you resolve your issue? Ive been facing the same issue and Im unable to access any customer support for either changing my profile name or deleting my account. Any help is appreciated.

 

Thanks

Rajesh

Hi Rajesh,

 

One of our team members will reach out to you via ticket as soon as possible and assist you further with your account. Thank you.

~ Goran
Upwork

Hi. This is a little spooky. I didn't ask for any support, and haven't
visited your website in awhile (though I should!)....

Hi Judith,

 

I checked and it seems that a while ago you posted here in the Community regarding your issues with contacting support. Community Moderator Bojan shared your issue with our team and one of our agents reached out via this support ticket to assist you further. If you have further questions or were referring to a different matter, feel free to follow up so that we can assist you further.

 

Thank you.

~ Aleksandar
Upwork

hi Goran, I have the same problem. I can't get in touch with anyone, my account's suspended because of a failed payment. I updated my card, added an extra card, there's no outstanding balance... so I've done all I could do. But my account is still suspended & I've tried & tried but there's no way to actually contact someone. Please help. Thanks, James

Hi James,

 

I'm sorry to hear about all that. I shared your concern with the rest of our team and one of our agents will reach out to you directly via a support ticket to assist you further.

 

Thank you.

~ Aleksandar
Upwork

hi ,

 

I need one urgent help. can cannot able to submit the proposal.

 

Hi Sashi,


I just checked your account but was not able to locate any problems with submitting proposals. 

Please try clearing your cache and cookies or logging in with another browser. Thank you.

~ Goran
Upwork

Same thing is happening to me , I don't know what else to do 

Hi Jade,

 

Could you please send us more information about the problem you are experiencing so that we can assist you?

 

Thank you.

~ Aleksandar
Upwork

Hi!! I have a question. My client disputed my payment and ended my contract. I was wondering if how could i get my salary? since they message me that they refunded my client.

 

**Edited for Community Guidelines**

Hi Ma. Athena,

 

Your client can dispute hours you logged during the work week. Then if you accept the dispute, the disputed hours are refunded to the client. If you reject the dispute, Upwork team will review your Work Diary. Since in this case you accepted the dispute, the payment has already been refunded to the client. You can communicate with them directly about any outstanding payments. Check out this help article for more information.

 

Additionally, please note that Upwork users are only allowed to log in and use their own accounts. Account sharing is not permitted.

~ Valeria
Upwork

Upwork does make it very difficult for customers to bring their concern to them. I had a Add developed and paid 10k now not even 2 month in app on Google store we are at a 50% crash rate and it is getting worse. the freelance i used **Edited for Community Guidelines**will not solve this problem.

She has an attitude and does not understand who paid 10K and who is the customer. This i believe does stem from upwork making it hard to contact them and complain.

Hi Manfred,

I`m sorry to hear about this. One of our team members will each out to you directly via ticket, where you can share more details with us about this and assist you further. Thank you.

~ Goran
Upwork

Unfortunately I can not locate the contact number for customer support and I have already placed a ticket in. I am trying to fix my identication verification and new too Upwork, please help?

 

Alexis

vladag
Community Manager
Community Manager

Hi Alexis,

 

Welcome to Upwork! To contact Customer Support regarding verifying your location, please select a job that includes the US location requirement > check the notification at the top of the page > select the the "contact customer support" link in the message, which will allow you to directly contact Customer Support. Let us know if you need further guidance.

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