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How to contact Upwork customer service support?

Community Guru
Nina K Member Since: Nov 29, 2017
61 of 71

Hi Vickie,

An agent of ours will reach out to you directly to help you with this issue. We apologize for the inconvenience.

~Nina
Active Member
Peter C Member Since: Mar 26, 2018
62 of 71

Hello, I have a question concerning a current running contact with a freelancer.  Originally I set a fixed price of $1,500 for a graphic design contract involving approx. 25 hrs of work.  For some reason the upwork network changed the $1,500 amount to $1,497.  I later realized that the website was in US dollars and I renegotiated the contract amount with a freelancer I was talking to (but had not hired yet) to be $1167 US = the equivalent of $1,500 Canadian.  The freelancer agreed to the new amount and told me they had adjusted the bid amount on their end to $1,167.

 

After the freelancer agreed to the new amount  I edited the bid amount and saved the changes with the new price of $1,167.  A few hours later I hired the freelancer.

 

What has happened:  $1,199 has been charged to our card, and it shows $1,497 still outsanding.   Why are we being charged the original amount still?  I changed the bid amount before hiring the freelancer.   And if $1,199 is being held in Esgrow why is there $1,497 still outstanding.   .

Community Guru
Nina K Member Since: Nov 29, 2017
63 of 71

Hi Peter,

It is currently showing $1497.00 as the agreed to budget, however this is not outstanding. It's just the amount that was initially entered when setting up the budget for the project. Your escrow shows $1,167.00 being funded, and that is how much was charged to your payment method in order to fund the escrow amount, which you can confirm by clicking on the Reports tab and viewing your Transactions. Once you release the milestone amount of $1,1670, you can close the contract and will not be required to pay the difference of what your budget amount is as that is just a guideline essentially.

~Nina
Active Member
Stefanie S Member Since: Jun 21, 2018
64 of 71

Hi Upwork Team,

I am also having problems contacting customer support or opening a ticket. All I am offered is a link to "Community" that turns into an error message when I click it.

I am new to the platform and I just had a first work encounter with one of your freelancers. I had clearly asked for 10 summer designs. He took five days to send me the "love" and "taco" and "valentines's day" designs that he had originally shown me as samples. I found this very disappointing and I asked him why he had not followed my instructions. He said that, yes, he had sent me the sample designs, but in my specifications (PNG file and a certain pixel amount). And he said that he needed clearer instructions. But I don't know how I could have been any clearer in my instructions. This is the wording from my original contract:

"*** Edited for Community Guidelines ***"

I am disappointed that he simply sent me his samples, which probably took him 10 minutes in total. He sent me exactly the same designs that he showed as his samples on June 9. And he even made me wait 5 days for them. Now I am not sure what to do in a case like this.

What do you say?

Thank you in advance and best regards,

MAS

Community Guru
Ryan C Member Since: Feb 3, 2017
65 of 71

Hello Stefanie,

 

I'm sorry to hear that. You can end your freelancer's contract if you feel like the work is not progressing. Please communicate with your freelancer first before doing such action to avoid misunderstandings. Feel free to read this article to learn how to end a contract. Thank you!


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Active Member
Rodney R Member Since: Apr 2, 2019
66 of 71
I am trying to sign up and it keeps saying my phone number is already in another account. This is impossible as this is the first time I am signing up. Can someone help me Plse?
Moderator
Avery O Moderator Member Since: Nov 23, 2015
67 of 71

Hi Rodney, 


I would like to confirm if you remember signing up for an account a few months ago? 


-Avery
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Active Member
Rodney R Member Since: Apr 2, 2019
68 of 71
No I haven’t.
Moderator
Goran V Moderator Member Since: Mar 24, 2017
69 of 71

Hi Rodney,

 

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


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Active Member
Aivaras P Member Since: Apr 15, 2019
70 of 71

Hey, 

I have an issue. I need to verify my identiy, but when I press the link in the notification, the page just re-loads. And I don't get emails from your support at all, as far as I understand they created a ticket, but I can't even access it through direct link ID: 25236242  (got it from your fb page support). Would it be possible for you to contact me directly via my phone number or skype then and sort this out? 

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