6 days without a response from the support team

[#1]

On behalf of my husband, I am posting this to seek some help regarding his account.

He already opened a support ticket last week, but it has been 6 days and there are still no updates. His account was recently put on hold, preventing him from applying for new jobs and withdrawing his earnings.

Upwork has been our main source of income during this pandemic, and we're truly grateful.

Request ID: 41419135

I hope someone can assist us and provide an update.

Thank you!

[#2]

In the same boat as you unfortunately with ID: 41524132. The worst part is, when someone finally responds, they'll request more info and it will be another week before someone responds to your follow-up. The ticket/support system is highly flawed, especially since it's a new representative responding every time. 

[#3]

Sorry to hear that. My husband currently has a good job that can support our family's living expenses, and he even has the option to work outside of Upwork. However, he chose to take on this contract within Upwork because we love the platform. Unfortunately, his account has been put on hold, and there hasn't been any update regarding the ticket. I hope you both receive an update soon.

[#4 · Accepted solution]

Hi Myra and John,

Apologies for the delay in responding to your support ticket. I have followed up with the team handling your requests and one of our team members will respond to you shortly.

Thank you,

Pradeep

[#5]

Hello, @Pradeep!

I am Myra's husband. Thank you so much for following up! My account has just been resumed! So fast! 🙂 

However, after my account was held and has now been resumed, my current badge (Top Rated) is not appearing on my profile, and the details on 'My Stats'. I am expecting my new badge 'Top Rated Plus' that I have already qualified for. Do you have any idea when these will reappear?

I appreciate your assistance!

Thank you!

[#6]

Hi Monsour,

Thank you for your message. Please don't hesitate to follow up with them on the same support ticket if you have additional questions regarding your concern. You can access your support tickets here. Note that support requests are responded to in the order they are received. Kindly allow 24-48 hours for the team to follow up with you and assist you further.

Thank you,
Pradeep