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:
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 ?
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.
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.