๐Ÿˆ Community
tlsanders
Member

Anybody having trouble with milestone approvals?

I have a client who has been having difficulty approving a milestone for a few days. I thought I saw a thread about this within the past week, but haven't been able to find it. It's a small payment from an ongoing client, so I'm confident that this isn't a stalling tactic.

 

42 REPLIES 42
tlbp
Member

Yes, I had a client who had a terrible time setting up the milestone last week and approving it this week. I think she finally contacted CS to get the payment approved. 

kochubei_valeria
Community Manager
Community Manager

You are probably referring to this thread, Tiffany. The error reported on that thread has been fixed. 

Do you know what error your client sees when they try to pay? Could you please ask them to submit a ticket?

~ Valeria
Upwork


@Valeria K wrote:

You are probably referring to this thread, Tiffany. The error reported on that thread has been fixed. 

Do you know what error your client sees when they try to pay? Could you please ask them to submit a ticket?


 I will ask him to submit a ticket, Valeria.

 

He's not seeing an error--he just never gets past the page loading when he clicks to approve, though he has tried in different browsers. This morning, it looked like it completed on his end, but never showed up approved on mine.

It's the same for me, i have a client who can create and update a milestone but apparently even if she approves it, it's not approved and it's stuck at "work in progress"

My client's open ticket received the same drearily indeterminate response as Goran's previous one.

As often as people ask "What are we paying Upwork for?" and as often as I shake my head at the misapplication of the question, I have to ask: If clients can't pay us, what are we paying Upwork for?

 

Best to all,

Michael


@Douglas Michael M wrote:

My client's open ticket received the same drearily indeterminate response as Goran's previous one.

As often as people ask "What are we paying Upwork for?" and as often as I shake my head at the misapplication of the question, I have to ask: If clients can't pay us, what are we paying Upwork for?

 

Best to all,

Michael


Agree. Particularly since this project has other time-sensitive milestones. Upwork urges us not to start work on the next milestone before it's funded, but doesn't allow a new milestone to be funded until this one is approved, and approval isn't possible...and it's a TOS violation to make other arrangements. Hard to know what to do with that.

g_vasilevski
Retired Team Member
Retired Team Member

Hi Corinne 

Our engineers are aware of the problem and working on it. Thank you for reporting.

~ Goran
Upwork

So this is why...no wonder....

Can you please check on my project Contract ID 17772714.

I have sent a request for approval for milestone #1 and its over 14 days! Today is the 15th day.

The status Report Overview still showing "In Review" while it should now be "Pending."

avalonfms
Member

I normally do hourly job but this is the first time I go ahead with a fix project.

OK so I finish the job and click on Request for Release/Review on March 17th so from my understanding it will take 14 days for client to review my work or ask me to make changes. So far only once the client ask me to walk through on how to make minor changes like title change/upadint image on the website. And now it's April 1st (15 days passed) and the project is still "Under Review" (clicking on Report > Overview). Shouldn't it be moving to "Pending" ? Meaning the escrow payment should already been released by now and status goes to "Pending" ? Am I wrong? I've read that if client has not responded or want to take the whole 14 days to review it can but after 14 days the escrow will automatically be released and awaiting for the 5 days pending period.  But why this is not happening?

Hi Arkka

As you stated the 14 days period is over, the money will be soon transferred to your account if the client has not requested any changes on the contract. 

~ Goran
Upwork

Goran I think you're confused.

To prove my point that Upwork system is broken when I should be getting payment after 14 days of client review....here is another email I got from Upwork customer service:

 

 

Hi Arkka,

It appears that your issue is more complex, and so I have escalated your issue to our Technical Support Team for further assistance. I will be sending you a reply as soon as I receive an update. I have set the status of your ticket to "on-hold," but you do not need to provide additional information at this time.

I appreciate your patience.

Regards,
Grace G
Upwork Support

 

 

Grace G (Upwork Help Center)

Apr 2, 2:25 AM AWST

Hi Arkka,

I am part of Upwork Customer Support. I am writing with regards to the post you have on our community forum about funds in escrow which has not been auto released after 14 days for Contract ID **Edited for Community Guidelines**. I have escalated this to our Technical Support Team for further checking and investigation. I will update you as soon as I receive response from them.

Please let us know if we can be of additional assistance.

Regards,
Grace
Customer Support | Upwork.com

Hey this issue is still not resolved....no solution! Let me know please.

Same issue here. This is the 17th day.

Have you communicated with clients to manually approve?

@Petra...yes eventually I just did, just few minutes ago I contacted my client to close the project/approve the project. Client also thought the project would automatically close after 14 days. I politely asked client to close/approve the project manually, so client did, now the escrow is in the right spot "Pending" awaiting 5 day period until I can cash it. 

 

However, now there arise the question....shouldn't Upwork release escrow when no reply/activity from client after 14 days period after freelancer request for approval/release?  It clearly stated that Upwork will release escrow as written here https://support.upwork.com/hc/en-us/articles/211063748-Fixed-Price-Protection-for-Freelancers

 

Review & Approve Milestones

Once you submit your work, your client will review and either approve the milestone or ask for changes.

  • The client has 14 days from the most recent submission on a milestone to review and approve or request changes. Approval releases the payment from escrow to you.
  • If your client doesn't respond to any milestone submission within 14 days, the deposit is automatically released to you.

 

Is the escrow system still not fixed? I sure think so. Hopefully this urgent matter get fix ASAP.

The team is aware of the issue. And our enginners suggested that you close all windows and clear your browser cache.


If the issue persists please let us know.


@Lanie M wrote:

The team is aware of the issue. And our enginners suggested that you close all windows and clear your browser cache.


If the issue persists please let us know.


 Your engineers always suggest that.

 

My client has tried across a number of different browsers and devices, as I'm sure others have.

 

It would be great if you could offer some more substantive solutions for those of us who have projects stalled and important deadlines approaching while the system isn't functioning.

Hi Tiffany,

 

We understand how this can be very frustrating, Tiffany. Our engineers confirmed that the cause of the issue has been determined and resolved. Iโ€™ll inform them that the issue seem to have not resolved for your client. I'll have someone reach out to you so we can get further information about your client.

It's not resolved for my client either, since I have a milestone which is still stuck in "work in progress"

Well I've seen that someone sent me a private message about this problem, unfortunately this is what I get when I try to open my private messages :

An Unexpected Error has occurred.
  • Your request failed. Please contact your system administrator and provide the date and time etc
g_vasilevski
Retired Team Member
Retired Team Member

Hi Corinne

Have you submitted a request for payment to the client ?
If not, please read this Help Article, it will guide you step by step how to Submit Request for payment.
The client needs to review your work, if the cleint does not request any changes, he/she can release the payment that is funded in Escrow.

~ Goran
Upwork

Hi Goran, thank you but with old clients I don't need to click on "submit work/request payment" because they know what they have to do : they create, update and approve the milestone. Only, it doesn't work anymore and last time when my client clicked on "review work" she got a system error.

Now, it's only a small milestone and I don't want to bother my client for the thrid time because she's abroad and very busy at the moment, so I'll wait and I'll see to it later.


@Goran V wrote:

Hi Corinne

Have you submitted a request for payment to the client ?
If not, please read this Help Article, it will guide you step by step how to Submit Request for payment.
The client needs to review your work, if the cleint does not request any changes, he/she can release the payment that is funded in Escrow.


Goran, I mean no disrespect - but Corinne has been around since 2013. 

Please, don't tell seasoned providers to read help articles and ask them to learn how the system works.

 

Thanks.

 

 

ETA: it took me so long to post that Michael beat me to it.

According to a screenshot from my client, apparently Upwork has, in another failed attempt at a fix, reset my submission date to last Friday. Hence the auto-release, which is now my sole expectation for receiving payment, has been reset to two weeks later. Thanks, Upwork!

 

Can somebody please instruct the new mods not to talk down to contractors who probably know more about  the workings of the system than they do? When someone says "My client can't release escrow" in a thread whose topic is clients not being able to release escrow, "Have you asked your client to release escrow? Look at this page to learn how" is not an appropriate response.

 

Best to all,

Michael

kochubei_valeria
Community Manager
Community Manager

Hi All,

 

Our engineers are still working on this issue. They understand that this is very urgent for the users affected and are treating this as a matter of urgency.

 

Sorry about the inconvenience.

~ Valeria
Upwork

.....going onnnn....for 18 days....lalalalalaaaaa.....


@Irene B wrote:

.....going onnnn....for 18 days....lalalalalaaaaa.....


 I wonder whether Upwork realizes what this is costing them on the client side. The client I've been having trouble with was new to Upwork. We were $400 into a $1200 project, he'd already asked me to take on another when this one was over and he'd hired two other freelancers around the same time to do mid-sized projects. After multiple attempts to move this forward, he seems to have wandered off--and who can blame him? In his shoes, I'd have determined that working through a platform like this (or, at least, this one) put my business at risk and found an alternate source of freelancers as quickly as possible.

 

I'm pretty sure this story isn't unique.

cupidmedia
Member

I had a problem with this last week (I logged the ticket on Thursday my time) and Upwork told me it was resolved the next day. I could pay my freelancers who were waiting for payment then. Today when I tried to approve another milestone, I got another error (different to what I'd received previously, this one just said something like "An error occurred. Please try again later"). I tried again and it worked the second time. So it does seem to be intermittently still around.

kochubei_valeria
Community Manager
Community Manager

Tiffany and others,

 

A fix for this issue has been released last night. Please, let us know if the milestones don't automatically release 14 days after the request.

 

Thank you for your patience.

~ Valeria
Upwork


@Valeria K wrote:

Tiffany and others,

 

A fix for this issue has been released last night. Please, let us know if the milestones don't automatically release 14 days after the request.

 

Thank you for your patience.


 Valeria, the one that's been pending was released overnight, but I had another client tell me this morning that she was unable to either request revisions or approve through the milestone. 

Tiffany,

 

There were issues with the site earlier today that may be related. Could you please ask the client to reach out to us here if they continue experiencing issues with releasing milestones?

 

Thanks.

~ Valeria
Upwork


@Valeria K wrote:

Tiffany,

 

There were issues with the site earlier today that may be related. Could you please ask the client to reach out to us here if they continue experiencing issues with releasing milestones?

 

Thanks.


 Yes, she was able to release the milestone and create a new one the next day.


However, the previous client, who was new to Upwork, appears to have abandoned the project. I think we need an "Upwork malfunction" option in the "reason for closing contract" dropdown to prevent freelancers from being penalized for Upwork's technical issues.

Valeria,

Auto-release is only half, albeit the more worrisome half, of the problem.

In your response to Tiffany, are you suggesting all outstanding tickets on the inability to release escrow are closed or dormant, and we have to ask clients to confirm their problem, yet again, outside the normal ticketing process?

Best,
Michael

Hi Michael,

 

I didn't suggest that tickets with unresolved issues were closed. I confirmed that the issue with auto-release had been fixed. If clients experience any additional problems with paying milestones and haven't let us know via the ticket yet, I suggested that they contacted us with details so we could investigate that particular problem.

~ Valeria
Upwork

Valeria,

My client's last ticket ended, contrary to the usual advice here, with the admonition to open a new one if the problem was not resolved. That suggests the ticket was closed without resolution.

Could you please confirm that:

  • engineering is still acknowledging the inability of clients to pay contractors is a problem, and an outstanding one
  • unresolved tickets on this problem remain open and active?


Thanks and best,
MM

Michael,

 

I checked and your client's ticket hasn't been closed. It's currently pending the client's reply for more information. The team continues to investigate the issue.

~ Valeria
Upwork

Thanks, Valeria!

The amount of time my client has wasted on Upwork's failure to provide and protect a core site function is an embarrassment to your CS and engineering teams. However, I shall let her know CS thinks they are waiting for a reply, despite the discouragingly terminal tone of the last message I saw from them.

Best,
Michael

Ahhhhhhhhhhhhhhh...

 

So that's why my client was having issues updating the milestone...

 

 

Finding and communicating with CS is a headache for providers who know the system.

 

Asking clients who do not know the system / have a regular workday sked and obligations to deal with, etc. to do so is wrong. And def. very user-unfriendly.

 

Why in heaven's name can't the provider do the 'dirty work' and help keep client lives simple?

 

Learning Paths