Why is there NO WAY to contact UpWork??

[#1]

I need help and their help section tells you to do things that don't exist on here. Do they even have a support team? I can't get in touch with my freelancer, it says in a help article they can contact them for me but gives no way to do so and it instructs me to make a request yet there is NO WHERE to make a help request. Anyone know what to do?

[#2]

Matthew, there are many ways to contact Upwork and get help from Upwork.

One of the best ways to get your questions answered is to ask questions right here in the Forum.

As for your question about contacting a freelancer... it IS possible to ask Upwork to contact a freelancer you have hired... to contact that freelancer on your behalf.

It is a tactical mistake to do so.

If you are having difficulty contacting a freelancer, it means that this freelancer is not someone you should have on your team. Close the contract on that freelancer and assign his tasks to other members of your team.

I have hired over 100 freelancers on Upwork. I never ask for help from Upwork Customer Support on matters relating to freelancers I have hired. I believe that doing so is unnecessary and a waste of my time. The client-side tools I have and can use directly are all that I need.

But you can create a support ticket here:

https://support.upwork.com

[#3]

Hi Matthew,

We’ll have one of our agents reach out to you via a support ticket to assist you with your request. 

Thank you for reaching out to us. 

[#4]

I have an issue where, as a client, I have two accounts with the same phone number. I might have created one of the accounts in error. How can I delete the account created in error. I have no information about the erroneous account. The support bot is useless and frustrating. Is there any way this issue can be resolved?

[#5]

hello, 

i have create an account in upwork and has been suspeneded. i didn't receive any email telling me why, and i couldnt contact support in any way, i couldn't even post here until i had to create a fake account to be able to reach you. what the hell is this support ?

[#6]

Hi Zagout,

Could you please click on my name and send me a PM with more information about the account you are referring to? I will be sure to look into your report and escalate it accordingly.

I checked and it looks like you already created a support ticket regarding your concern. I shared your concern with the team handling your case and one of our agents will follow up with you on your support ticket as soon as possible to assist you further. 

Please know that freelancers are not allowed to have more than one account on Upwork, regardless of the old account being closed, or suspended. Having multiple freelancer accounts is a serious violation of the Upwork Terms of Service.

[#7]

I can't open a ticket. I've tried your chatbot. It doesn't work. I need help. 

[#8]

However, there are circumstances where inquiries are specifically related to account issues, rather than freelancer-related queries. In such instances, I have encountered challenges in resolving account-related problems, as the help forum does not provide adequate solutions. Furthermore, dedicating an extensive amount of time to sift through the available content for assistance is not feasible. It is imperative for platforms, particularly those we financially contribute to, to offer accessible customer support. The absence of direct communication channels with businesses is not only inconvenient but potentially undermines legal standards for business operations within the country. This trend towards automated, generic responses fails to address the unique concerns of numerous customers. Additionally, the lack of basic customer support options, such as email or chat services, is concerning. It is my belief that companies unable to provide these essential services should reconsider their business model.

[#9]

I also can't find a way to connect with a human. I was charged twice. I need help. 

[#10]

Hi Cameron,

I looked closer at your account and can't find duplicate transactions or charges. Could you please click on my name and share a screenshot of the Upwork charges you're referring to? We'll be more than willing to look into that and assist you accordingly.

I am looking forward to your message.

[#11]

There is no way to get past the useless upwrok support bot option no longer exists to open a support ticket. So what do we do to get a human to answer a problem.

[#12]

Hello Graham,

I am sorry to learn that you are having difficulties reaching out to our support team. I will forward your feedback to our assigned team for review. In the meantime, I'd be glad to help you with your concern. Could you please tell us more about this? I'll be sure to check and escalate if needed.

Moreover, we strongly encourage everyone to engage with the chatbot to access the available support options. Asking for assistance directly may not provide sufficient information for the chatbot to be able to assist you appropriately - for example, creating a ticket for you with the right team according to your concern.